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:05/07/2025

  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 used flex for rent and got laid off they are on my credit and will not come off the balance is 0. I have tried to reapply and get an instant approval that states Im approved but when k download the app it denies me. This is very misleading I have been told to reapply for months. I never missed a payment at will. I was Laif off but they will not offer me a service. If I am approved I was thinking great I can split my rent but no. There is no one you can call they basically approve who they want even if you wait the time they tell you to. And have been approved but suddenly denied when app is downloaded

  Business Response

  Date: 05/13/2025

  Better Business Bureau,
  
  ******* ********* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ******* ********* initial complaint, Flex has followed up wit* *** ******** to confirm that our Engineering team has been made aware of her concerns and will be conducting a thorough investigation into the issue where an approval page is displayed on the website, despite her application being denied as reflected in both the Flex app and the email notification.
  
  Should she wish to reapply, we recommend doing so directly through the Flex app, which provides the most up-to-date application status. Upon review of her recent application, the denial may have resulted from one or more of the following factors:
  - Her current credit score falls below our required threshold.
  - The submitted information does not match records on file with TransUnion.
  - There is a history of late payments or other derogatory marks on her credit report.
  
  *** ******** should have received an email detailing the specific reason(s) for the denial. We advise checking her inbox for an email with the subject line "Adverse Action Notice" for further clarification.
  
  While we are unable to approve her application at this time, we encourage *** ******** to reapply once her credit profile has improved.
  
  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:05/07/2025

  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.

  Flex is an application used to build credit by paying your rent via a credit line and a finance fee which get charged monthly from your bank account. Now, my issue is that Flex paid my April rent and did charge my bank account per usual then charged me the usual service fee. Now, for May 1st it seemed that there was some issue where they could not charge my account, I know it was not on my end because I attached another debit card in order to process payment but did not work as well, I did also receive an e-mail stating that they were doing updates so I'm sure something went wrong which just so happened to be when rent was due. I managed to pay my rent for May directly to my apartment at ******************** via their website and have proof of payment. Flex is now stating I have a balance due to them even though the rent for May was never made through Flex it was made by me directly to ******************** via Town Lakes portal. I e-mailed Flex proof that I had paid my rent for May and that they had already charged me for April but did not charge me nor paid my May rent via Flex in which I should not have any remaining balance. I called my bank which is UFCU to verify every payment had been charged out of my account on both ends through Flex and Town Lake Apartments for both months of April and May. I also verified through my banks application that those transactions were true and finally attempted to e-mail my apartment of Town Lake Apartments in order to speak with the finance manager in an attempt to get in touch directly with Flex to sort out this matter. It seems that they're attempting to charge me for something I already paid for because their system had a glitch and they can't seem to figure out how to handle it.

  Business Response

  Date: 05/16/2025

  Better Business Bureau,
  
  ********* ******* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to the ********* ******* initial complaint, Flex followed up with ********* ****** to apologize for the confusion caused and explained the credit builder process. We have confirmed with ********* ****** that their initial deposit has been applied to balance and provided instructions on how to cancel their Flex account as requested.
  ********* ****** confirmed that the Flex app reflected the deposit being applied to the balance and that they have successfully canceled their Flex account.
  
  Since ********************** 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:05/06/2025

  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 received an email saying I needed to reconnect my rent payment portal on the flex app. When I attempted to do so, nothing happened and I had no option to submit the *** or move forward on the app. I believe the app is not working properly. When I reached out for support, Flex told me that everything was connected but gave me several reasons why the payment hadn't gone through yet. Those reasons were things like "the rent amount has changed, the payment portal has changed", etc. I responded and told them nothing had changed on my end and could they tell me when it would be paid or why it hasn't been paid, they completely gave me the runaround. I've now spent over 24 hous emailing with thier poor excuse for customer service and im no closer to knowing why the rent hasn't been paid or when/if it will be. I pay a monthly membership fee for this service and the service has not been provided nor has any explanation been provided to me about the real reason the service hasn't been provided this month.Customer service is a joke. They give you generic pre-written answers instead of real help. I'm now getting charged a daily late fee and my landlord has marked my rent payment as late - something that's never happened to me before this. Flex is the reason my rent is late and Im getting charged additional fees.

  Business Response

  Date: 05/09/2025

  Better Business Bureau,
  
  ***** ********** complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to ***** ********** *nitial complaint, Flex followed up with ***** ********* to inform them that Flex was unable to access their portal balance due to a disconnect with their portal. We were able to work with the complainant to have their portal relinked for the upcoming months. We have reimbursed the complainants late fee on May 8th. 
  
  Furthermore, as a courtesy in recognition of the inconvenience this matter has caused, we
  have waived their May and June membership fees..
  
  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:05/03/2025

  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 writing to dispute a duplicate charge and unexpected termination of service that has caused serious financial hardship. On March 24th, a payment of $331.29 was successfully collected. However, when I deposited $1,644.00 later, Flex withheld the same $331.29 againdespite it already being paid. This made my account appear short on funds and incorrectly reflected a missed payment. For over 30 days, I was told the issue was being investigated with the bank. I personally verified with my bank that the original charge on March 24th was valid and obtained documentation confirming it. Despite being told the matter was being handled, there was no resolution. On May 1st, I received a payment reminder, and on May 2nd, I submitted a payment of $1,644.00more than the required $1,445 for May. Shortly after, I inquired again and was abruptly told I could no longer use the service due to the disputed chargedespite having followed instructions and seeing no app restrictions beforehand. My funds were withdrawn and are now held by Flex, causing me to miss my rent payment and incur late fees. The app no longer shows my deposits, and no clear explanation or resolution has been offered. I would not have submitted payment had I known service would be terminated or had I been properly notified. I am requesting immediate resolution of the duplicate charge, a full accounting of the funds submitted, and access to either the service or a refund. This situation has had serious financial consequences, and I expect prompt action.

  Business Response

  Date: 05/09/2025

  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 was confirmed the funds added to your Flex account have been refunded to the original payment method.
  
  For your reference, please find the refund tracking details below, which you may share with your bank to assist in locating the transaction:
  
  ******* **** ***********************
  ***** **** ***********************
  ******* **** ***********************
  ******** **** ***********************
  
  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:05/01/2025

  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.

  Ive used flex for rent for around a year or so now. I had accidentally kept autopay on and flex started processing my first half payment of $454 which I did not want to happen. I contacted customer service within 30 minutes of the $454 funds processing out of my account. I looked on their help page for my issue which clearly states you can be refunded for the first payment if you choose to not use flex for the month. Help page: If you've already made your 1st payment for the month and are required to submit rent using a Flex bank account or debit card, but decide you no longer want to use Flex, you can stop the process and get your 1st payment refunded by choosing not to use Flex for this month. Simply opt out in the app to cancel the process. Customer support: Typically, after the initial payment, Flex promptly processes your rent payment, as customers expect their rent to be paid immediately upon sending the first payment to us. However, there are occasions when the property portal may not be processing payments at that time or may be experiencing issues. If a customer requests a refund during such instances, we are able to provide it, as Flex has not yet completed the rent payment. Nowhere on their help pages does it state, that you can only be refunded if the property portal is experiencing issues. Thats something I was told by a customer service agent. This is incredibly frustrating and I have yet to get an email back after copy-pasting exactly what their website says about refunds. I now have $60 to last my family 2 weeks. When I was going to pay my property directly on my own time, not flex auto pay.

  Business Response

  Date: 05/09/2025

  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 it was explained that Flex submitted a rent payment due to Autopay being turned on. Since your property is directly integrated with Flex, the rent payment was immediately sent to your property. We have suggested a resolution however, we have not received a response back.
  
  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: 05/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There was no resolution. Their resolution was emailing me several times to reinstate what they had already said previously which I will continue to disagree with due to their own website. They did offer to waive the membership fee and thats it. I dont believe they should have a webpage that explains how to stop the process/payment if its extremely circumstantial. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 05/29/2025

  Better Business Bureau,
  
  ***** ******* complaint filed with the Better Business Bureau has been addressed by Flex. 
  
  In response to the ***** ******* initial complaint, Flex followed up to inform them that Flex submitted a rent payment due to AutoPay status being turned on. The *** that was linked by ***** ****** applies to non-integrated properties and explains that if they are required to use a Flex bank account/debit card to make a rent payment. However, ***** ******* property is partnered and directly integrated with Flex. Since their property is directly integrated with Flex, a payment is sent directly 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:04/15/2025

  Type:Product 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 placed an order with 2 merchants on March 18th and used Flex to check out as they processed the HSA/FSA payment. All items have been returned to all merchants, but the payment has not been refunded to my FSA card as of date for all merchants. There was a payment of $323.68 processed on my FSA card and $36.27 processed on my debit card. neither payment has been refunded as of date. My *** provider has record of a refund for $26.96 which is neither charge.. It has been very difficult trying to reach Flex and I simply want my money refunded. I need the $36.27 refunded to my debit card and the remainder of my refund $296.72 to my FSA card. I am not sure why my refund is being held.

  Business Response

  Date: 04/28/2025

  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 our agents requested additional information as we were unable to locate an account or payment associated with the information provided. However, we have not heard back from you. We asked that you reach out to the Better Business Bureau to ensure that your complaint was filed with the correct Flex company. 
  
  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: 04/30/2025

  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. 
  

  It was resolved via Flex and Embr. Just to clarify, you all did not reach out to me. I had to contact Flex customer care several times. Not sure why you have no record of any payment because I have screenshots from Flex with the payment amounts.
  
  Sincerely,
  
  ******** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/14/2025

  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.

  In Feb of 2024 I took out a loan with Flex financial in the amount of $20k and signed a one-page document stating that there was no interest on the loan for a year. Recently I tried to refinance my home to pay off this loan and discovered that Flexfi911 has forged documents stating that they are the owner of my home. I did not sell my home which is worth 650k to flex finance for $20k. I have tried calling them and they will not return my calls. I looked up the address that they filed with the county assessors office and that property appears to be for sell.     

  Business Response

  Date: 04/19/2025

  To Whom It May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, one of our ************* Managers provided you with a resolution concerning your Flex account. As previously communicated, Flexible Finance, Inc. (Flex) offers a service that allows customers to divide their monthly rent payments into two installments using a Flex Line of Credit. Please note that we do not issue personal loans or offer large-sum financing.
  
  We recommend verifying the organization to which your complaint was submitted, as it may have been directed to the wrong entity.  
  
  We attempted to contact you on three separate occasions (4/16/2025, 4/17/2025, and 4/18/2025), however, we have not heard back from you. 
  If you have any further questions, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best regards,
  Flex Support
  

• Initial Complaint

  Date:04/03/2025

  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.

  Flexible ********* states on their website that you can sign up to get your rent into smaller payments. I signed up for this because I am financially unstable and have mental health disorders that dont allow me to work at the moment. When signing up they did not tell me I wasnt signing up for flex rent but credit builder which is not the same. Credit builder allows for you pay your rental payment in full instead of splitting up your payments. But I wanted to sign up for the flexible rent account. I think the information on the website and the app is misleading. I may be facing eviction because of this mistake. I would like to be signed up for the flexible rent account and not the credit builder.

  Business Response

  Date: 04/10/2025

  To Whom it May Concern,
  
  ****** ************ complaint filed with the Better Business Bureau was referred to the ************************ at **********************. A ************* Manager has reached out to the complainant for further assistance. However, we did not receive a response.
  
  Flex reached out to the complainant, explaining that they signed up for the Credit Builder product and that switching to the Split Rent product is not possible at this time.
  
  We kindly ask the complainant to contact Flex at ********************************** with any further concerns or questions regarding their account. 
  
  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:03/26/2025

  Type:Service or Repair 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 saw a charge on my bank statement that I did not recognize. I contacted the company and after verifying my information, they agreed that I do not have an account with them. They asked for proof of the charges and requested a screenshot of my bank statement, which I provided, and I have not heard from them since. I have emailed them multiple times today and tried to contact them through the website as well as calling them and being charged international fees for doing so, with no response. I would like this settled before the next reoccurring charge is extracted.

  Customer Answer

  Date: 03/31/2025

  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:03/24/2025

  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 missed on payment in Feb 2024. My account is current and it is open with no past due. I have applied for reconsideration since last year and I keep getting denied. I work 2 jobs and have had an increase income since I opened my account last year, but I am still getting denied. I am hoping that Flex will reconsider and allow me to continue to use my account to split my rent. I will make all payments on time without interruption due to my increase in income.

  Business Response

  Date: 03/28/2025

  To Whom It May Concern,
  
  Your complaint filed with the Better Business Bureau was referred to the ************************ at **********************.
  
  Recently, one of our ************* Managers sent you a resolution with regard to the concern on your Flex account. Were currently unable to resume service for your account. Here's why:
  - Current credit score falls below our threshold.
  - Credit criteria not met, possibly reflecting your past payment history with Flex or previous delinquency.
  
  You should have also received an email explaining the reason for the denial. You can find this email in your inbox by searching for "Adverse Action Notice."
  
  You can submit a new request to turn on rent autopay in your Flex app whenever you want, but wed suggest waiting at least 60 days. Please keep in mind, the suggested 60-day timeframe increases the likelihood of approval, however, even after this period, resuming service is still subject to approval.
  
  If you have any further questions regarding your account, please respond directly to the last email from our manager for assistance.
  
  Thank you for your business and for allowing us to be of service. Your concerns are important to us.
  
  Best Regard,
  Flex Support