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Business Profile

Financial Technology

Flex

Complaints

Customer Complaints Summary

  • 1,008 total complaints in the last 3 years.
  • 231 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/10/2023

    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.
    I have been in business with Flex since Aug of 2022. Recently, I have been trying to get in contact with them about getting my rent paid. The website specifically states that you have until the 5th of every month to get my portion of the rent paid which is $583.34 and they will cover my entire rent. When I tried paying my $583.34 of May 4th it had come to my attention that the app said my rent couldnt be paid this month, but they had already covered my rent for the month.I sent an email to Flex asking them to help find a solution.A few days later I received an email saying that they reversed the payment of $1,158 and now my rent isnt covered. I have been trying to get in contact with Flex for 4 days now via email because they dont have a phone number to get in contact with because of the volume they receive. My apartment complex charges a $50 late fee every day that I am late. I have been patiently waiting for the past 4 days now and I have yet to receive an email regarding a solution from FLEX. I am a very reliable customer of theres and there has never been an issue until now. I need a solution ASAP.

    Business Response

    Date: 05/16/2023

    To whom it may concern,

    Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  Recently you spoke with one of our ************* agents and a resolution was reached with regard to the concern on your Flex account.

    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 ** to be of service. Your concerns are important to **.

    Flex Support

  • Initial Complaint

    Date:05/10/2023

    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 was charged ****** for my installment. I have been messaging for a refund since Thursday it is now Tuesday and only have gotten one response and twice Ive received a we are busy and will get back email I did not self submit my rental payment on time so I was unable to do that however I still have not received my money back and according to my card company the transaction is still pending meaning Flex isnt releasing it either. My app also remains in the same place it was on Thursday seemly not changing my status.

    Business Response

    Date: 05/10/2023

    To Whom it may **************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
    Recently our ******** Care agent sent you an email regarding your concern. We are currently working towards a resolution.
    We appreciate your feedback regarding this issue. We also understand your frustration and want to formally apologize for any inconvenience caused.
    If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
    Flex Support 
  • Initial Complaint

    Date:05/10/2023

    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 received an "error" message from Flex on 5/2/23 and that I needed to "re-link" my property. I proceeded to follow the steps, as provided by Flex, and received confirmation from Flex on 5/2 that my account was back up and running. I then used Flex to pay my *** rent on 5/2, as has been the standard and same procedure since I signed up for Flex in August. I received confirmation from my property that the Flex payment was accepted and confirmed.I then received an email from Flex on 5/5, the LAST day of my propertys payment window, that Flex did NOT make payment to the property.I have now been told on 5/8, by my property, that Flexs payment has been returned. Due to the return of Flex's payment, I was subsequently charged a payment return fee and additional late fees because my *** rent was late (excess of $140 in fees)! Despite Flex confirming the payment! My property also said the matter would be turned over to an attorney if my payment and late fees were not made by 5/9, but Flex still has not responded to **** have had no issues in any previous month, paid all of my Flex payments on time, and my June rent and payments are scheduled in my Flex app. But *** is blank in my Flex app. I had sufficient funds for any payments to Flex for ***, but they still paused their payment and made me incur a full payment for my *** rent as well as additional fees due to Flex's mistake!I have attempted to contact Flex MULTIPLE times in regards to this, and made it clear the matter is time sensitive, but I am YET to receive any responses other than from their automated "agent" named "Lex". And the automated "agent" just tells me to send another email if I want to actually reach their support team.I hope Flex makes things right due to the hardship they have caused me from their mistake, but I am not holding my breath.

    Business Response

    Date: 05/10/2023

    To Whom it may **************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
    Recently our ******** Care agent sent you an email regarding your concern. We are currently working towards a resolution.
    We appreciate your feedback regarding this issue. We also understand your frustration and want to formally apologize for any inconvenience caused.
    If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
    Flex Support 

    Customer Answer

    Date: 05/16/2023

    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:05/09/2023

    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.
    Normally I wouldnt have an issue with the company but they removed money from my account and did not give me an option to do the guided payment. Ive tried contacting customer service but get a generated Bot response. There isnt a number to call or no additional information that allows me to add a routing or bank account number provided by them in order to complete the process.In addition, I now have a late fee that will be added to my next Flex payment that I should not be charged for. The text states they Flex Support: We ran into some technical difficulties trying to submit a payment to your property. Don't worry, you can still use Flex to pay your rent this month!We can provide you with a Flex-funded payment method to self-submit a rent payment directly to your property.Nothing was provided and now I have an eviction notice. I see that Im not the only one having the same issues. Not good at all and very bad business for a company that deals with banking, payments and building credit. Peoples livelihood are at stake.

    Business Response

    Date: 05/09/2023

    To Whom it may **************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
    Recently our ******** Care agent sent you an email regarding your concern. We are currently working towards a resolution.
    We appreciate your feedback regarding this issue. We also understand your frustration and want to formally apologize for any inconvenience caused.
    If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
    Flex Support 
  • Initial Complaint

    Date:05/09/2023

    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.
    Flex has not paid the first half of my rent for the month of May 2023. Payment has not been an issue until now. The issue other than rent not being paid is there is no quick way to rectify the problem. They do not take calls and the email instructions are circular and do not apply since again there are no prompts to fix it. So at this writing my rent is now 8 days late without a means to make a payment through Flex. This is the roof over my head not mere merchandise and is unacceptable. Btw, there is plenty of money for the payment to clear and in wanting to blame me for the error it is that I may have self opted out. I didn't know that was something that could be done let alone on how to do it. I would like Flex to do what they have been doing without fail for 14 months and that is to pay the rent asap. In the meantime I will have to find a solution before my credit is ruined and I receive a notice to quit.

    Business Response

    Date: 05/16/2023

    To whom it may concern,

    Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  Recently you spoke with one of our ************* agents and a resolution was reached with regard to the concern on your Flex account.

    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 ** to be of service. Your concerns are important to **.

    Flex Support

  • Initial Complaint

    Date:05/08/2023

    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.
    My rent portal recommended their service for rental assistance. I signed up and they immediately withdrew money from my account but didn't pay my rent. I had to pay my rent another way. My bank account is now in the negative and their customer service is near impossible to reach or communicate with. I just need a refund because I used a bank transfer to pay my rent.

    Business Response

    Date: 05/11/2023

    To whom it may concern,

    Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.  Recently one of our ************* agents reached out with a resolution in regards to the concern on your Flex account.

    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 ** to be of service. Your concerns are important to **.

    Flex Support

  • Initial Complaint

    Date:05/08/2023

    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 scheduled on the app for $500 to be taken out on the first of May for rent payments. The companys app took out $800 instead on the 30th, leading to my banking account going negative. I spoke with customer service, provided screenshots of evidence, explained the situation, but was told my rent has been paid and theres nothing that can be done. Now theyre ignoring my emails and they never answer the phone.

    Business Response

    Date: 05/09/2023

    To Whom it may **************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
    Recently our ******** Care agent sent you an email regarding your concern. We are currently working towards a resolution.
    We appreciate your feedback regarding this issue. We also understand your frustration and want to formally apologize for any inconvenience caused.
    If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
    Flex Support 
  • Initial Complaint

    Date:05/08/2023

    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.
    Flex has withdrawn $1175.75 from my bank account. Mind you they took partial from my checking acct and the remaining balance from my savings. My rent still is not paid. I contacted my bank because the balance is neither pending nor posted in my account there either. I have left a voicemail. Sent emails with no response! I'm very disappointed consider this is only my second month attempting rent through them. I am heartbroken that a company would not prioritize their customer service to make sure they are able to provide security and resolve when problems occur. I hope someone gets back to me asap because at this point I'm ***** of $1175.75 and still having to pay my rent and late fees!

    Business Response

    Date: 05/10/2023

    Better Business Bureau,

    *************************** complaint filed with the Better Business Bureau has been addressed by Flex. 

    In response to the customers initial complaint, Flex followed up with the complainant to inform them regarding their account status and their authorization hold for rent payment. Complainants May rent had been paid by Flex and had been notified. 

    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.

    Regards,

    Flex Support
  • Initial Complaint

    Date:05/08/2023

    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 signed up for Flex and made my first payment on May 1st. My checking account was charged half of my typical monthly rent as agreed; however, no payment was made to my property management. Flex claimed it may take up to 4 business days to reflect, but it is now Saturday May 6th and no payment has been released to my property management.The following day the Flex app then showed that my rent payment would require the use of the self-pay method. I agreed and used the virtual account and routing information provided by Flex as an account on my propertys payment portal. The payment portal then requested confirmation via micro-deposit (as expected), however Flex provides no way of doing this. So now were at a stand still; my property is requiring that I confirm this account, and the ********************** app continues to show that it is Pending confirmation of self submit, which I have already done and I no longer have the option of doing on the Flex app. $711.27 was withdrawn from my bank account and has been held essentially hostage for a week with no resolution in sight. I can not use this money to pay rent to the property management myself, yet Flex refuses to release this to either myself or the property. I have reached out to Flex through their only means of communication, their online help center, multiple times, never receiving more than an automated reply. I have reached out since May 1st, no resolution in sight. Please steer clear of this company.

    Business Response

    Date: 05/08/2023

    To Whom it may **************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
    Recently our ******** Care agent sent you an email regarding your concern. We are currently working towards a resolution.
    We appreciate your feedback regarding this issue. We also understand your frustration and want to formally apologize for any inconvenience caused.
    If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
    Flex Support 
  • Initial Complaint

    Date:05/08/2023

    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.
    Ive never had an issue with Flex until I recently had a credit line offered for $1000 and decided Id like my 1st payment to be $880 or something around that amount. I set both payments to that amount or two $800 amounts. Somehow Flex decided it would change that to $1117 (way more than I could afford) and my 2nd payment would be $770. Again, I didnt elect that to be my new setup but I decided Id still pay it. I had to borrow the remaining funds but I eventually got the funds. Until then, Flex attempted to pull it from 5/1-5/4 before I could get the money. Once I added the cash on my card, I locked the card on 5/4 out of fear my car insurance would automatically charge $245 from my rent around 10:15pm that same night. Flex immediately tried pulling and it declined. I immediately unlocked the card and emailed them telling them its safe to charge my card. They NEVER did! Theres no contact number for them that works and no one was really responsive on 5/5 except a guy saying my bank was blocking the transactions and another woman asking how she could assist but they BOTH never responded. I sent 7 emails and opened 3 tickets from 10:30 pm on 5/4 to 11pm on 5/5 begging them to make the payment because my leasing office has demanded me to pay $1998 that I dont have. My card is still unlocked and Flex made 0 attempts to charge my card at all on 5/5 and they promised they would. They literally ignored my messages all day and now I dont recommend ANYONE to use their services. They let me down big time, and now its too late to fix it. Kind of relieved to see Im not the only one!

    Business Response

    Date: 05/09/2023

    To Whom it may **************** complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
    Recently our ******** Care agent sent you an email regarding your concern. We are currently working towards a resolution.
    We appreciate your feedback regarding this issue. We also understand your frustration and want to formally apologize for any inconvenience caused.
    If you have any further questions regarding your account, please respond directly to the last email from our agent for assistance.
    Flex Support 

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