Consumer complaint received 2026-03-07 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other service problem — 
Company: Flexible Finance, Inc.
State: NC

Complaint narrative:
When I first started using Flex, it was helpful for budgeting my rent payments. The process was straightforward : I made XXXX payments and Flex paid my rent in full. However, recent changes to their system, including the introduction of a bank account and portal-based payments, have caused significant issues over the past few months. During the first months these changes occurred, I paid my rent through the portal as instructed, but Flex repeatedly reported payment failures despite there being sufficient funds available on my card. These errors continued until the last day rent is considered on time, which is the XXXX at XXXX PM ET. This caused unnecessary stress, especially because I am enrolled in rent reporting and value maintaining a positive payment history. I have lived at my apartment complex for XXXX years and have only paid late once due to my own oversight. However, I have now experienced multiple late payment situations because of issues with Flex. I contacted support last month about the issue. I was told : I can see that your first payment attempt on XX/XX/XXXX was declined due to a card issue. Since the payment window closed yesterday ( XX/XX/XXXX at XXXX ET ), Flex isnt able to help with XXXX rent. Youll need to pay your rent directly to your property this month. This was confusing because XX/XX/XXXX was not my first payment attempt. I had already ensured the funds were available before the deadline, early on XX/XX/XXXX. Despite this, I was told the payment had not gone through. Then shortly after I received another email stating that he was able to manually put it through .. which again I'm confused because why couldn't that have been done the first time? Fortunately, before paying my apartment complex directly, I checked my resident portal and discovered that the rent had actually already been paid through Flex. If I had followed the instructions from support and paid the property directly, I would have made a double payment. After this experience, I researched the issue and found many similar complaints from other users describing situations where the app reports that payments have not gone through when they actually have. This is concerning because many people who rely on services like Flex may not be able to afford to make duplicate rent payments. There were also complaints about them not processing payments when there were indeed funds available to them. Unfortunately, the same type of issue happened again this month. I ensured that sufficient funds were available on my card before the deadline. The Flex app again reported a payment failure and indicated that it would retry the payment. I waited for the retry to occur, but the charge was never processed. Initally I thought it would be the same thing as last month, they'd eventually take the money, and my balance would be paid, but no because the payment was never completed this time, my rent was ultimately marked late and I was charged a substantial late fee by my apartment complex. This is now a repeated issue where Flexs system either reports incorrect payment information or fails to process payments even when funds are available. As a result, I have had to deal with unnecessary stress, confusion, and late fees. Additionally, users are paying a monthly membership fee for this service, yet the payment system has not functioned reliably.

Company response to consumer: Closed with explanation