Consumer complaint received 2023-05-02
Company: Flexible Finance, Inc.
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
My name is XXXX XXXX. I reside at the XXXX XXXX XXXX XXXX. I have used Flex for the last couple of years since XXXX XXXX ( and when it was XXXX XXXX XXXX XXXX ) started offering Flex. I have had no problems with the Flex system until it came time for my rent to be paid for XXXX. 

In late XX/XX/2023, I renewed my lease for an additional 11 months. With this renewal also came a significant rent increase of {$170.00} per month. When this new lease kicked in, the Flex system had an immediate issue with my rent. I unlinked and relinked my account in time but Flex did not cover my rent. I ultimately paid my rent in full via my propertys rent portal on XX/XX/XXXX and placed my Flex membership on immediate pause. I contacted Flex Support at the time but they blamed technical difficulties in my rent not getting covered by Flex. I paid my rent as per my lease, I had to have rent paid on the XXXX to avoid late fees. 

I unpaused my membership in Flex after XX/XX/XXXX to cover my rent for the month of XX/XX/2023. On XX/XX/XXXX, I contacted Flex Support as a precaution in order to make sure my rent for XX/XX/2023 would be covered by Flex. Flex support assured me in writing that it absolutely was covered. However, I began receiving mixed communications from XXXX at Flex Support, including XXXX such communication that indicated that my total rent bill was {$1800.00}, which was not correct as I had verified my amount on my rent portal. I asked for verification that the property was linked correctly and XXXX reported that it was linked correctly. However, the response did not come until Saturday XXXX, XX/XX/XXXX. I remained in contact with support via email during the rest of the day and they assured me it would be processed Within a couple of hours. However, by XXXX XXXX my rent still had not been processed by Flex. I ended up paying my rent manually in full via the property rent portal. I also advised Flex support in email and requested a contact with a manager from Flex. As of XX/XX/XXXX, that has not occurred. I have also included payment_team @ getflex.com and team @ getflex.com. Payment Team replied back to email support. The fact that email seems to be the only way to reach support is very, very, very frustrating to say the least. With a company that covers rent like Flex, you honestly think that telephone support with a real, live human being would be an option, but it is not in this case. Flex 's management response was to waive my membership fee and yet again they said it was " Technical difficulties '' without detailed explanation and assured me in early XXXX that it would not happen again. 

The issue, however, has reoccurred again for XX/XX/2023 rent. I contacted Flex on XX/XX/XXXX and they assured me my rent would be covered. However, on XX/XX/XXXX, rent was not paid again. Repeated emails to Flex support on XX/XX/XXXX were ignored and received no response whatsoever from Flex. Calls to their support line ( XXXX ) just went to voicemail. 

The level of support I have received from Flex has been insulting and angering to say the least. Because of Flexs inaction towards my rent, I had to take a financial hit for XXXX, XXXX and XXXX XXXX XXXX and I have less than {$700.00} to cover my personal expenses until I am paid again in less than two weeks. Because of this mess, I am getting to where I am highly unlikely to use Flex again after this.

Company response to consumer: Closed with explanation