Consumer complaint received 2025-03-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: Flexible Finance, Inc.
State: CO

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I added funds to my account with Flexible Finance , Inc. ( Flex ) to cover my rent payment, which was due that same day. According to the companys official communication, the cut-off for payments was at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX meaning my funds were added in time for processing. 

However, the company later informed me that my payment would not be processed because my autopay was not activated before XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX deadline that was never mentioned in any of the emails Flex regularly sends regarding payment deadlines. While this detail is buried in their help center under an article about how the service works, it is not clearly stated on their main website XXXX XXXX XXXX XXXX XXXX  nor was it ever included in their direct communications with me. 

Despite my funds being available in their system, Flex is withholding my money and refusing to apply my rent payment. I have repeatedly requested manual payment credentials, which I know exist and have used before, but they are refusing to provide them. Instead, they are telling me to figure out an alternative way to pay my rent, while still holding onto my funds, which were specifically added for this purpose. 

When I asked for this issue to be escalated to a supervisor, I was ignored and told that the agent would " assist me '' but their assistance has consisted of telling me how to pay my rent in XXXX, which is entirely irrelevant to my current situation. 

Amount involved : The funds I added were for my full rent amount of XXXX XXXX XXXX XXXX XXXX, which Flexible Finance , Inc. is withholding without providing a viable way for me to pay my rent on time. 

Actions taken XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I added the necessary funds to my Flex account. 

XX/XX/year>XXXX XXXX XXXX XXXX XXXX  The company informed me that my rent would not be paid due to an uncommunicated autopay deadline. 

XX/XX/year> Present I have repeatedly requested manual payment credentials, which I know exist, but they have refused to provide them. 

XX/XX/year> Present I requested escalation to a supervisor, but my request has been ignored. 

Additional concerns : Lack of transparency The XX/XX/XXXX, XXXXXXXX XXXX XXXX cut-off is never mentioned in the repeated emails Flex sends about payment deadlines, despite this being a critical restriction on whether rent payments will be processed. 

Buried policies This deadline is only found in a help center article, not on their main website or in official customer communications. 

Withholding of funds Flex continues to hold my money while refusing to apply it toward my rent or give me a manual method to pay, despite my repeated requests. 

Desired resolution : I want immediate access to my funds so I can pay my rent without delay. 
If they can not process the payment, I request manual payment credentials, which I have used before and should still be available. 

If neither of these options are provided, I request an escalation and formal investigation into Flexible Finance , Inc. for withholding my money, failing to disclose critical payment deadlines in their official communications, and misleading customers regarding payment processing expectations. 

This companys actions are unfair, deceptive, and financially harmful, as they are withholding my funds and preventing me from making my rent payment on time, despite my compliance with their stated policies. I request that the CFPB investigate this issue immediately.

Company response to consumer: Closed with explanation