Consumer complaint received 2026-03-07 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Flexible Finance, Inc.
State: MI

Complaint narrative:
I am filing this complaint regarding a payment totaling {$320.00} made to Flex under specific written assurances from their representatives that my account would remain active, usable, and in good standing if I complied with their payment instructions. I fulfilled all requirements exactly as instructed, but Flex failed to honor their representations after accepting my payment. This constitutes misrepresentation, detrimental reliance, and failure to provide promised services. On or before XX/XX/XXXX, Flex representatives instructed me in writing that if I paid {$50.00} by XX/XX/XXXX, I would receive a payment extension and my account would remain in good standing. I complied with this instruction and paid the {$50.00} within the required timeframe. Flex representatives then confirmed in writing that I had until XX/XX/XXXX to pay the remaining balance, and that my account would remain in good standing and usable as long as I complied with those terms. This representation was clear, specific, and directly tied to my payment. In reliance on those written assurances, I paid the remaining balance of {$270.00} early, before the XX/XX/XXXX deadline, bringing my total payment to {$320.00}. I made these payments based specifically on Flexs representations that doing so would preserve my account usability and keep my account in good standing. At the time, I was experiencing financial hardship due to a temporary loss of employment and was waiting for my first paycheck from new employment. Despite this hardship, I prioritized paying Flex based on their explicit written assurances that payment would maintain my account access and usability. My decision to pay at that specific time was directly influenced by Flexs representations. After I fulfilled all of Flexs stated requirements and paid my balance in full, Flex failed to honor their written assurances. My account was not restored to usable status as promised, and I did not receive the benefit that their representatives explicitly stated I would receive in exchange for making those payments. When I contacted Flex to address this issue, they reversed their prior position and refused to honor the terms their representatives had previously communicated in writing. They accepted my payment under specific conditions but failed to fulfill their obligations after receiving the funds. This matter is not a simple billing dispute regarding whether a balance existed. I do not dispute that there was a balance owed. However, Flex made specific representations that induced me to make payments at a particular time and under particular conditions by promising that my account would remain active and usable. Those representations were material to my decision to make those payments when I did. This situation constitutes detrimental reliance. I relied on Flexs written assurances when making my payments. Flex benefited from receiving my payment, but I did not receive the promised account usability and access that was explicitly represented to me. Flexs actions constitute unfair and deceptive business practices, including but not limited to : Misrepresentation of the effect of payment on my account status Failure to provide promised services after accepting payment Inducing payment through specific assurances that were not honored Accepting payment under stated conditions and then refusing to fulfill those conditions Causing financial harm through misleading or deceptive representations Flex received the full benefit of my payment while failing to provide the promised service or outcome that was explicitly communicated to me. This created a situation in which I suffered financial harm as a direct result of relying on their representations. I made good faith efforts to resolve this matter directly with Flex, including providing documentation and requesting resolution. Flex has refused to correct the issue or provide a refund despite clear evidence of their representations and my compliance with their stated requirements. I also filed a dispute with my financial institution, XXXX XXXX and provided supporting documentation. However, the funds remain with Flex despite their failure to provide the promised account usability and services. My bank does agree that they made a promise for services of my account being active and did not provide that, it was recommended that I take this next step. Flex accepted payment under specific written assurances but failed to deliver the promised benefit after receiving my funds. Their refusal to honor their representations after inducing payment constitutes misrepresentation and an unfair business practice. I am requesting a full refund of {$320.00}, as these funds were paid based on Flexs explicit written assurances that were not honored. Flex accepted my payment under clearly defined conditions but failed to fulfill their obligations after receiving the funds. I respectfully request that this matter be investigated and that Flex be required to issue a full refund of {$320.00}. I want to clarify that I did intend to pay the balance in full ; however, I had to coordinate my other bills due to recent financial losses. I said this in my email to flex as well when I was trying to get this situation resolved. I agreed to the payment plan recommended by Flex so that my account would remain active and usable for upcoming expenses, including my rent. I relied on their assurances that paying according to this plan would restore my account and allow me to access the funds. Despite following these instructions and paying early, Flex did not honor their promise, leaving me without the account functionality I was promised and creating significant financial hardship. For my attached documents, I have included the 2 word documents that has the chronological order of events with screenshots of the emails detailing and explanation and showing correspondence between me and the flex representatives. Im uploading it into two files because it said that I exceeded the XXXX. I am able to forward the email chain over to you guys as well. If this is needed please feel free to call me or email me and I can get the entire email chain forwarded to you.

Company response to consumer: Closed with explanation