Consumer complaint received 2025-10-07 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Flexible Finance, Inc.
State: GA

Complaint narrative:
I enrolled in Flex ( a rent payment splitting service ) in early XX/XX/XXXX to manage cash flow for my monthly rent payments. During enrollment on XX/XX/XXXX, their app repeatedly crashed and displayed error messages, preventing me from completing the process before the XX/XX/XXXX deadline. 

After extensive correspondence ( over XXXX pages of emails with multiple agents ), XXXX XXXX team manually verified my entire account on XX/XX/XXXX, confirming my identity, property address ( XXXX XXXX XXXX, XXXX GA ), and leasing portal details. They explicitly told me my account was processed and active. 

XXXX ISSUES : My XXXX rent payment was delayed due to Flex 's technical failures. I paid XXXX rent directly to my landlord on XX/XX/XXXX ( {$2300.00}, Authorization Code : XXXX ). My leasing office waived late fees because Flex admitted the delay was their fault. 

XXXX DISASTER : XX/XX/XXXX : Flex sent me a payment reminder email confirming my account was active and set to process my XXXX rent. 
XX/XX/XXXX : Flex attempted to charge my card for the first payment of {$1200.00} but it was declined. I rescheduled the payment to XX/XX/XXXX through the Flex app. 
XX/XX/XXXX at XXXX AM : Flex successfully processed and paid my full XXXX rent of {$2300.00} to my property management company ( Authorization Code : XXXX, Memo : " Flex Payment XXXX '' ). I received an official payment receipt from XXXX ( my property 's payment processor ). 
XX/XX/XXXX ( same day, hours later ) : Flex sent me a suspension notice claiming " detected activity that may violate our Terms of XXXX '' - but they have NEVER specified what I allegedly did wrong. 
XX/XX/XXXX at XXXX XXXX  : Flex agent XXXX sent me an email claiming they " were unable to verify my information, '' that I am " not eligible to use Flex services, '' and that " future account creation requests will not be approved. '' He stated Flex was refunding {$1200.00} to my card. 
XX/XX/XXXX : I received a " Payment Return Notification '' from my property stating the XX/XX/XXXX payment failed with reason : " Account Frozen. '' XX/XX/XXXX : The {$1200.00} refund posted to my bank account ( confirmed ). 
XX/XX/XXXX : My leasing office now shows I owe XXXX rent plus a late fee, totaling approximately {$2600.00}. 

THE PROBLEM : Flex initially processed my XXXX rent successfully ( I have the receipt ), but then the payment FAILED/BOUNCED due to " Account Frozen. '' Flex 's XXXX XXXX confirmed " Flex did not pay your rent this month '' - meaning the payment was reversed after processing. 
FLEX 'S CONTRADICTORY ACTIONS : They manually verified my account in XXXX after their app crashed They sent me payment confirmations in late XXXX They successfully processed my XXXX rent on XX/XX/XXXX They suspended my account THE SAME DAY for alleged " violations '' they won't explain The payment failed due to " Account Frozen '' ( they won't clarify if this means their corporate account or my user account ) They permanently banned me with no clear explanation or appeals process SPECIFIC HARMS : Housing Impact : I enrolled in Flex specifically to split rent payments for XXXX XXXX XXXX I relied on Flex 's manual verification and confirmation that my account was active Flex is the only rent payment service approved by my property I now have NO way to split rent payments for the remaining XXXX months of my lease ( through XX/XX/XXXX ) My leasing office is charging me late fees due to Flex 's payment failure This threatens my housing stability and rental history Financial Impact : Late fees from my leasing office ( approximately $ XXXX ) Time and stress dealing with 2 months of payment disruptions Potential credit impact if late fees continue Lack of Transparency : Flex claims I violated Terms of Service but won't specify which terms or what action triggered the suspension Flex won't clarify whether " Account Frozen '' refers to their corporate banking account ( operational failure ) or my user account ( alleged violation ) Flex has provided no appeals process or path to reinstatement Flex manually verified me, then retroactively claimed I was " never eligible '' after taking my money Pattern of Deceptive Practice : Flex can not : Manually verify an account Confirm it's active Successfully process a rent payment Then retroactively claim " ineligibility '' while refusing to explain what the customer did wrong This appears to be a pattern where Flex covers operational failures ( like their corporate account being frozen ) by blaming customers for unspecified " violations. ''

Company response to consumer: Closed with explanation