Flex
Reviews and Complaints

I am writing this review in hopes that potential customers are aware of the risks. I’ve used Flex for quite some time. At first, everything was great. It was awesome to have an option for budgeting. However, the last 3 months have been absolutely stressful and unnecessarily complicated. I sincerely regret utilizing this service and discourage those who are considering it. In April, there was a “glitch” in the system. I had to make a last minute payment to avoid being charged late fees. Flex did nothing to bring this to my attention directly. I was notified by my property manager. In May, Flex could not complete my payment. I reached out and was told that my bank was blocking the transaction. I reached out to my bank and specifically requested that they not block the transactions. I also updated my card information on the app. Flex continued to claim that it was my bank. I repeatedly reached out to Flex and confirmed with my bank that there were no issues on their end. After this, Flex informed me that there was a “network error” and that they would continue to attempt to make the payment. They explicitly stated that there was nothing else for me to do. Ultimately, I was charged late fees because Flex had still not paid my rent by the 5th. When I reached back out to them, they reverted to claiming that it was my bank. Every single communication that I had failed to address my concern regarding late fees and failed to acknowledge that I had already reached out to my bank multiple times. I had even shared screenshots. Flex did absolutely nothing of substance to help me resolve this situation. I paused my membership, paid the rent in full with late fees and service fees. In June, I attempted to try one more time. After so many months without issues, my hope was that these were flukes. I was very wrong. When I resumed my membership, the rent amount was automatically changed to about a 1/3 of what it normally is. Flex pulled about $100 from my bank for the first payment. I was honestly was confused and reached out to Flex. I got an automated response addressing nothing that I was presenting. Then Flex asked me to update the amounts, without responding to my email. Still confused, I tried to follow the proper steps and made a mistake. Flex finally responded AFTER this and gave me the proper directions AND explained that it was too late to fix any errors and that I would have to use “[my] own funds” to cover the rest of the rent before the 3rd. When I reached out with questions about next steps, they were not answered. In fact, I was told that they were happy to have helped. They, in fact, did not help. The most difficult part in all of this has been the absolute lack of support from Flex support. Questions are not answered. When they are, the same generic response is given no matter the content of the message. There is no option to speak to anyone via phone. I have lost money and have had to scramble at the last minute. This is a great concept but for an app-based service, the options for support leave much to be desired, and the support itself is abysmal. TL;DR DO NOT SIGN UP No matter how much your property encourages it

Company is not up front about their own processes and seems to change rules on the fly.

I signed up in February to use for March rent. No issues getting approved and account created. March 1 rolls around and Flex says they can’t charge my card. This leads to several hours of deep diving on my end as Flex showed me evidence of the attempts but my bank didn’t show any attempts on their end.

It turns out Flex doesn’t actually charge your card. They make a cash withdrawal as if they were an ATM. This is a big red flag as many banks don’t have a transaction limit on purchasing but they DO have ATM withdrawal limits.

When I took this evidence to Flex they immediately were able to split the charge in two so it would go under the cash limit. At no point were my questions answered about WHY they did it this way and not a normal charge.

The second half of March payment they did the same thing, and told me they couldn’t get my payment. One email later I asked them to please review my history and they were able to split the charge again. At this point I asked if this would be a problem going forward and was told no. So long as I had the funds available this card/bank would still be fine. I wanted to verify this as getting a new bank account isn’t just something we can all do on a whim. I was working on getting a different Bank set up just in case, but they assured me again this card was fine.

They lied.

Something I didn’t realize at first is they check your credit every month for eligibility to get your rent payment split. I was approved again for April through no action on my part.

April 1st, they cannot get my money. I once again email them and refer them to my account history, including the previous email thread for completeness sake. Unlike the previous month, Flex did not make my rent payment and did not respond to my email until well after late fees were being charged.

This time Flex told me my card was no longer valid and they would not be able to make the April payment. At no point did Flex answer my questions in regards to what had changed in the previous 14 days. However, Flex DID admit their mistake and even refunded me the late fees charged by my apartment, but I was still on the hook for all the rent up front for April. (Yes I was able to afford it - splitting the payment is just nicer).

Come mid April I had managed to secure a new bank card that shouldn’t have the issues of a cash withdrawal limit. Please note Flex still hasn’t answered my repeated questions why they wouldn’t just charge like a normal business and I couldn’t find any information online about this either.

Within 24 hours of updating my payment method Flex informed me they would not cover my May rent as I did not qualify and my account would be closed. When pressing for answers yet again, they simply responded with “credit reasons”. As far as I can tell, they sent a late payment report for every screw up on their end, and ended up doing massive damage to my credit score.

Flex has refused to comment further or look into this for me. I am looking into my options to at least reserve the credit damage and see if I have legal recourse available to me.

Apologies for the long story but the devil is in the details.
TL;DR if it sounds too good to be true, it probably is.

Flex really was a life saver at one point, but the minute you go through a hardship they kick you to the curb as if you were nothing. They kick you while you’re down and aren’t understanding. I couldn’t use flex for September 2022, and I had to pay on my own since I would miss the deadline they have in place by the 5th day of the month. I got paid on the 7th two days after the deadline, so I paid September rent on my own.

I later requested to have my account reactivated also asking for an exception request days later to have it ready for October. I didn’t have a previous balance on this 2nd stint at all with flex and days later I received a VERY RUDE FOLLOW UP with a fake apology attached saying “ Hi Kevin,
Thank you for your patience, I do apologize but your request to reactivate with an exception has been denied and we will be unable to assist you with rent moving forward. Your account will remain deactivated and you may now delete the Flex app.

This decision was based on your previous Flex payment history and available funds during past rent payment cycles.

Thank you again for considering Flex as your rent payment solution, I do apologize that we are unable to assist you moving forward.

Take care,

Liam
Flex Team”

So simply because I didn’t have the money in my account when they wanted me to have it so I decided to pay on my own to not inconvenience the flex team and they send me that and tell me to delete the app?! That’s a bet I sure will.

This is a warning to all the great people out there to be aware of how they treat their customers going through hardships! Be careful with them and I suggest all to take your services else where if the resource is available.

I set up the account prior to the new month to ensure rent payment for February. I ended up changing the card on file two days before payment because I knew that account wouldn’t have the rent so I corrected it.

Everyday they attempted to take payment it wouldn’t go through on their end not mine. I tried their app support that was totally useless and considering this app is supposed to support you in such a vital expense you would think they would have a better support network to help customers.

First issue was my bank and when the email (might as well be snail mail) rep messaged me i immediately called my bank and did what she asked. They fixed the issue while I was on the phone. I email her back telling her it fixed. They still can’t get the payment. My balance still hasn’t changed money is still available. Next issue she tells me “Ou r payment processor is currently reporting a Network Error when trying to process your rent payment.

If you are connected to Wi-fi on your phone, try turning that off and connecting via data.”

I don’t know how this is my issue. I email back following her directions AGAIN and still no dice. This experience was so frustrating especially since now the weekend has passed no one has reach out to me as of Monday yet I was the last to email and MY RENT STILL HASNT BEEN PAID. I will now incur a late fee when I could have just paid it myself in the beginning.

What bothers me the most is the fact that no one seems to be trying to help and now I am left holding the bag and stressed to reach out to my leasing office to figure this out. In this economy with housing insecurity people are dealing with enough stress now having to deal with this when it should have made my life easier it just sent me into a massive anxiety attack.