Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing because I got notification that it is saying that I have a past due balance which I do not have a pass through that much I have been talking to the support and the answers that I'm getting is I sent them a letter my ledger said is 81 there was nothing due it also stated my rent amount and the Section 8 subsidy that I get and I've yet to be able to get it resolved there's some kind of a system problem on my portal but I provided proof that I have no balance do I don't know how much more then he says something about the dates are wrong to have them fix dates how do you fix dates when it clearly says August 1st $0 due it had my amount and the amount that section 8 pays September it clearly says my rent my Apartments don't know why it's saying that I have sent The Ledger and it's still not good enough it tells what my rent is and that I do not owe anything I can't help that the online for my rent payments are saying that I have a past due because I don't cuz if I did I would have gotten evicted if I owed my Apartments any money they would have done the eviction process as of I believe it's the 21st of August my property does not understand why it would say anything because clearly my ledger says I know I keep on saying that that I did not owe anything I don't have a past due balance why my portal says that I do I don't know and I really need this because I'm on disability and like utilizing Flex so I don't have to take all of my disability at once because then my other bills won't be paid I just don't understand why I can't physically talk to somebody and let them look at it all I do is get these emails I have a brain injury I had an aneurysm and I don't I gave what was asked of me and it's still being questioned with clearly everything where it's supposed to be

  Business Response

  Date: 09/05/2025

  Better Business Bureau,
  
  ******* ***** complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ******* ***** initial complaint, Flex followed up with ******* to inform them that their property has updated the ledger and Flex successfully submitted their September rent of $674.00. We received no further questions or concerns. 
  
  If ******* Case does not see the provided update, they must reach out to their property. Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Best, 
  Flex Team
  
  

• Initial Complaint

  Date:08/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FLEX IS SCAM!! Before I used Flex I reached out to customer service and let them know that my apartments does not accept payments using ACH has to be a debit/ credit card or walk-in cash payments for my rent. They assured me that my account was showing my account was eligible I had a debit card for payments but I would not be able to see it until after I made my first payment to them. On July 30, 2025 I paid Flex basically more than half my rent $1,026.15 my rent is $1,316. After I made the payment the only option for payment was ACH with the checking account information ********************** provided. I reached out to Flex letting them know I do know see the debit card option. Flex does not have a number and the chat is AI so I had to wait a day for them to respond to tell me they had to activate the debit card option for my account. ***** later still no card option when they finally reached back out they advised my account was not eligible for debit card even though they originally said it was before I made the payment. I had to wait 14 days for my refund and incurred late and eviction fees. Flex advised they would pay for the fees and asked for screenshots showing the fees. After sending them the screenshots they then asked for the official ledger from my apartments. After receiving it almost 30 days later Flex finally added the funds to the Flex account charged me a fee and will not allow me to withdraw the funds into my account. First they said it was my card and asked me to change it still did not work then they said they would withdraw it via ACH still have not received the funds. I am scheduled for eviction if my rent plus late fees plus the month of August is not paid my Friday 8/29/25. All communication had stopped from Flex and I am still stuck in a bind with paying my rent and not being able to withdraw the funds from the Flex account. They take your money take days to respond to requests about your issues with their service. Please refund my money to my bank account.

  Business Response

  Date: 09/08/2025

  Better Business Bureau,
  
  ********* ******* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ********* ******* initial complaint, Flex followed up with Jalexisya to inform them that Flex refunded their initial payment of $1,026.16 on July 31, 2025. Additionally, Flex reimburses Jalexisyas late fee of $822.00 and legal fee of $1,000.00, totaling $1,822.00. We received no further questions or concerns.  
  
  If Jalexisya ****** does not see the provided update, they must reach out to their bank.. Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Best, 
  Flex Team
  

• Initial Complaint

  Date:08/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used this service for a few months but now as of August 2025 I have been notified by my Landlord ( Elite north Scottsdale) that I am up for eviction since the payment came back as ***. The money was transferred to Flex and it shows up in the account so it should have been paid promptly when due. I am seeking my funds returned since I am now facing a possible eviction from my apartment with additional charges. I live month to month currently and need all possible cash to make the payments. The customer service needs to return the funds to my bank account so I can pay with a check to avoid being evicted.

  Business Response

  Date: 08/29/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************. We informed you that your rent ledger shows that Flex's rent payment for ****** was not returned by your property. Instead, we see that your property returned your July rent payment made on 7/3. Please view the attachment of your rent ledger. Since your property still has the ****** rent payment made by Flex on your behalf, were unable to issue you a refund for it. 
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

• Initial Complaint

  Date:08/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited funds into my Flex acct on 7/29 for my Aug rent. I also deposited funds into my Flex account on 6/27 for my July rent, & it was paid. My Aug rent was not paid, and I did not receive an email or any notification that it was not paid. I was away from home for work & did not return until 8/13 & there was a late notice on my door. I immediately reached via email to Flex with my concerns. I corresponded with *********** stated that my autopay was off & that is why my rent did not get paid. He also stated that an email was sent to me stating that I needed to have my autopay on. I told him that I did not do anything with autopay, & I followed the same process as I did in ********** rent was paid for July. I also stated that there had to be an error with their system because I made no changes to my flex acct. He asked if I could send him the eviction ********** also attached the last 3 emails I received from flex, which I will provide for you. After he looked at the emails, he stated that there was nothing in the emails that mentioned autopay, it was a rent due reminder email. He apologized for the confusion & stated that he would escalate my issue to their Eviction risk specialist. Coral from the Eviction risk team contacted me via email & stated that she would do what she can to resolve the issue. She later emailed me a stated that the reminder email stated that I needed to pay my rent manually because I had autopay off. That was the same email I sent to ***** in which he confirmed that there was nothing in the email that stated that. Autopay is for when you are using your debit card to pay your rent not when you have deposited funds in your flex account which is the same account that pays your rent. They need to take accountability for their error. I even asked if they could reach out to my apartment community & update them so they can give me time to resolve this issue. I also told them that I had until 8/15 to resolve this, but I didn't hear anything back.

  Business Response

  Date: 08/22/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We recently spoke with you regarding your inquiry, during which one of our ************* Managers explained that ********************** was unable to cover your rent this month because your Autopay was turned off. Since your Autopay is currently turned off, youll need to manually click Split Your Rent in the Flex app on the 1st of each month to initiate the payment.
  
  Due to the confusion encountered, we took care of your late fees for August. Our ************* Manager will also reach back out to you on 8/31 to ensure your September rent payment is on track to be covered by Flex.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

• Initial Complaint

  Date:08/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My roommate and I have been using Flex to pay rent since September 2024. There have been no issues with the app until August 2025. Typically, if all of the funds arent available on the first day, they allow up until the 5th day of the month at 3:00PM EST to make a payment. We didnt have all of the funds available towards the beginning of August 1st because my roommate and I had just gotten paid that day and we planned on adding funds later that night, expecting another attempt for autopay to withdraw the following day. Flex was supposed to try charging our payment card every ***** hours, according to an email they sent us. Fast forward to 8/5 at 3:15PM, I checked our Flex balance to make sure it was cleared, but it was not. There had been no attempts to charge us ever since the first attempt early on 8/1. I reached out to my leasing office, they said that they were aware that Flex was down. Regardless, a $300 eviction filing fee was going to be charged if we couldnt pay the entire rent balance by 8/10. We didnt get paid again until 8/15, when we normally wouldve paid the second half of rent using Flex. We were charged an additional $300 due to the error that Flex failed to inform any of its users about. Plus Flex has the audacity to charge a $14.99 membership in spite of this fiasco. I would like for them to reimburse me for the $300 filing fee + August membership fee, or put said money towards our Flex Funds for September. I would not be in the situation Im in had their service been working properly, or we were made aware early on that the service was experiencing issues. This has been extremely stressful, as Ive lost wages from calling out of work to rectify the situation. If this matter isnt resolved in a timely and appropriate manner, this issue will be heard by a civil court.

  Business Response

  Date: 08/19/2025

  Better Business Bureau,
  
  ****** ******** complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ****** ******** initial complaint, Flex followed up with ****** to inform them that Flex reimbursed their eviction fee of $300.00 as requested. Flex did not process their August membership fee, but had waived their August and September membership fees for the inconvenience caused. We did not receive any additional questions or concerns from the complainant. 
  
  If ****** does not see the provided update, they must reach out to their bank. Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Best, 
  Flex Team
  

  Customer Answer

  Date: 08/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:08/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint against Flexible Finance *************** due to inaccurate claims regarding a payment withdrawal that they asserted was returned due to insufficient funds.I officially unenrolled from Flex Pay on November 23, 2024well before my rent payment was due. Despite this, Flexible Finance *************** reported to my property management company, ************************************* in *********, **, that a withdrawal was returned, which is factually incorrect.I made my December rent payment directly through the property management companys official AppFolio app. My bank, ***, has confirmed multiple times, with supporting documentation, that no withdrawal was made from my account in December 2024. I will be attaching proof of my unenrollment and my bank statement confirming the absence of any withdrawal.Given these facts, I am seeking clarification if the reason Flexible Finance *************** was advising American Heritage of a returned payment is because they attempted to complete an unauthorized transaction.These incorrect claims have led to unwarranted fees and complications with American Heritage, causing me undue stress and inconvenience.I respectfully request that Flexible Finance *************** review their records, correct the misinformation provided to *****************, and provide clear confirmation of the accurate transaction history.Thank you for your attention to this matter. I look forward to a prompt and fair resolution.

  Business Response

  Date: 08/14/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We recently had the opportunity to speak with you regarding your inquiry. During that conversation, one of our ************* Managers provided a detailed explanation of the account information for both your Flex account and your partners Flex account, prior to their cancellation.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

  Customer Answer

  Date: 08/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. 

  
  Dear Flex Team,

  
  Thank you for your prompt response and for referring my case to the ************************* I would like to specifically commend *****, the Care Team Manager, for her professionalism, helpfulness, and prompt communication throughout this process. Her assistance has been greatly appreciated.

  
  
  At this time, I have not yet received a response from my property management company regarding the matter. Should this continue, I may need to escalate my complaint further with the Better Business Bureau, the ***********************************************, and, if necessary, pursue the matter in local magistrate court.
  
  
  I truly appreciate all of your assistance up to this point and will keep you updated as the situation progresses.
  
  
  Sincerely,
  ***** *******
  
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently just signed up with flex pay to cover my September rent and my issue with them is that the payments are not flexible. My rent is $1088. And flex, wants to charge me the first half of the payment of 788, no later than the 5th of the month. That is not flexible, if the payments were split evenly, yes but i'm thinking about canceling the service because that won't help me

  Business Response

  Date: 08/13/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We recently spoke with you regarding your inquiry, during which one of our ************* Managers explained that we understand that everyone's finances are unique, which is why we design our credit lines specifically for each customer. We look at your eligibility and personal financial factors to tailor an ideal credit line that matches your unique financial situation. While we can't take requests for a higher credit line right now, please know that Flex can adjust your credit line as needed over time.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

• Initial Complaint

  Date:08/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to a persistent billing issue with Flex regarding my August 2025 second rent payment, which has not been adjusted properly despite multiple requests and escalations.Details:My total rent amount was lower this month (August 2025), which should have reduced my second payment amount.Normally, my second Flex payment is $987.90, but this month, it should have been $863.90.I updated the rent amount as instructed via the app, and customer service acknowledged the change and said the adjustment would be made within 5 ******* has now been over a week, and my second payment still reflects the incorrect (higher) amount.I have provided payment receipts and screenshots to customer service to show that I already paid the full amount to my apartment complex.Despite this, I continue to receive automated messages prompting me to make a payment that I already made.Each time I contact support, Im told its being escalated, but nothing changes in the app and the issue remains unresolved.Resolution Requested:I am requesting that:The second payment amount be corrected to reflect the accurate rent total for August.All automated reminders about payment to the apartment be stopped.A written confirmation that this issue has been resolved and wont affect my Flex account standing or rental history.

  Business Response

  Date: 08/12/2025

  Better Business Bureau,
  
  ********** ***** complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ********** ***** initial complaint, Flex followed up with ********** to inform them that Flex refunded the difference on their overcharged initial payment and no second payment adjustment was required. We received no further questions or concerns from **********.
  
  If ********** **** does not see the provided update, they must reach out to their bank. Since Flex has taken all of the commercially reasonable steps to address the complainants concern, we request that the Better Business Bureau close this complaint.
  
  Best, 
  Flex Team
  

• Initial Complaint

  Date:08/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use the flex app to pay rent. Usually the 1st payment is 2056. I had manually added $1020 to the account with the intent to pay the rest in a before the deadline. I had received a notification that the first half was submitted and that they went ahead and paid the full amount to our landlord and that we would just make up the rest on our 2nd payment(1570). The money that was supposed to be use for it has been spent towards my car payment as I received notice it was paid. Now they sent an email saying it was a technical issue on their end and that they need the full payment or they will reverse the payment and I will incur late fees and a possible eviction.

  Business Response

  Date: 08/11/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We recently spoke with you regarding your inquiry, during which one of our ************* Managers explained that we will not be reversing the rent payment on your account as a one-time courtesy. We understand that you have used the funds for your car payment this month.
  
  You will be charged the full amount of $1,554.68 on your 2nd payment date, 8/27, which includes the remaining balance required to complete your 1st payment for this month.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team
  

• Initial Complaint

  Date:08/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up and got approved to use Flex on 8/5/25 around 9:20 am CST. The website shows that you just sign up for Lfex by the 5th of the month to cover the current months rent expenses by 3:00 pm CST. There was no attempt to collect the first payment so I reach out to Flex support team via chat and was told I would hear from a human support technician. I was told that information at 11:37 am CST. I did not receive an email from an agent until 3:28 ET. I was told that there was nothing they could do because even though I was approved before the cutoff time, their internal processing occurred after the cutoff time. Which is no fault to me and this is not a possibility stated on their website. There was no resolution and the support team was not helpful.

  Business Response

  Date: 08/11/2025

  To Whom it May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  We recently spoke with you regarding your inquiry, during which one of our ************* Managers explained that the sign-up deadline for August rent coverage was 5:00 PM ET on August 4.
  
  Our records indicate that your sign-up was completed on August 5 at 10:06 AM ET, which falls outside the eligibility window for August coverage. Upon completion, a Welcome email was sent confirming that your account is set up for September rent coverage.
  
  If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best,
  Flex Team