Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against Flexiti Financial – Unjust Charges & Deceptive Practices**
  
  In 17 May 2024, I used Flexiti’s “no payment, no interest for 12 months” financing for a $5,000 purchase. During the full year, I never received any reminder, email, or phone call from Flexiti or the retailer. I realized the payment was due only after the 12-month period ended and paid the full $5,000 — just 10 days late. At that point, my account showed **no remaining balance**.
  
  A week later, I suddenly received an email stating I owed an additional $2,569, over 50% of the original amount, citing interest and fees. This charge came after full repayment and without any prior warning. I contacted customer service to dispute it. The supervisor initially offered a 20% discount. After speaking with a manager, they added 10% more, but said if I didn’t accept this immediately, they would withdraw all offers. I found this ******** and unfair, especially since I had acted in good faith.
  
  There is a clear **lack of communication** and **transparency** in how Flexiti handles promotional periods and interest charges. I have since found many similar complaints from other consumers facing unexpected charges and misleading repayment terms.
  
  I request:
  
  1. Full removal of the \$2,569 charge.
  2. An investigation into Flexiti’s practices.
  3. Assistance in connecting with others affected to consider joint legal action.
  
  This seems like a ********* pattern designed to catch consumers off guard. I urge the BBB to take this seriously.
  
  ***** *****

  Business Response

  Date: 13/06/2025

  Hello,

  Customer has bee contacted directly and issue has been resolved.

  Regards, 

  Flexiti

  Customer Answer

  Date: 18/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:09/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding Flexiti Financial and their handling of my interest-free financing account. I purchased appliances from ***** ********** and used a Flexiti financial card offering 18 months of interest-free payments. On March 3, before my due date of March 8, I used the automated phone system (by selecting options through the dial-tone menu) to check my total balance. Based on the amount provided, I made two lump sum payments that I believed covered the full amount due.
  
  After making the payments, I received an email from Flexiti stating that my account balance was -$21.52. I reasonably understood this to mean I had overpaid by $21.52 and that my account was fully settled. As I am not tech-savvy and never created an online Flexiti account, I relied entirely on this phone system and Flexiti’s email communications to manage and monitor my account.
  
  In early May, I was shocked to receive an email stating that I now owe approximately $3,200. When I contacted Flexiti, I was informed that the interest-free promotion had been cancelled and full interest for the 18-month period was applied. The representative told me it was my fault for misunderstanding the email and failing to manage the account properly. However, I was never notified that there was any issue with my payments or that I was at risk of losing the interest-free terms.
  
  I believe I acted in good faith by checking the balance through Flexiti’s own system, paying early, and interpreting their communication as confirmation that my account was in good standing. The sudden reversal of the promotional terms and imposition of thousands of dollars in interest feels unfair and misleading. I respectfully ask the Better Business Bureau to review this matter and encourage Flexiti to reconsider their handling of this situation.

  Business Response

  Date: 10/06/2025

  Good morning,

  We have contacted the customer and resolved the issue.

  Thank you,

  Flexiti

   

  Customer Answer

  Date: 12/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Flexiti have adjusted all the interest to zero and I have made payment of 21.52 cents. This adjustment have brought my balance to zero.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:09/06/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flexiti Financial phoned my cell to inquire about a large credit card transaction. I informed Flexiti Financial that I had never applied for a Flexiti Financial card or shopped at the location the card was used. I was a victim if identity theft and fraudulent credit application. I phoned the company several times to try to get more information in regards to this transaction. Each time I called, the security personal was **** and not helpful. I was asked to send this credit company a copy of my drivers license and all my personal information. They have not provided me with proof that this information is secure and not accessible to employees. Flexiti Financial was not helpful with providing the OPP with ALL the information they had in regards to this matter. Making it difficult to charge the individual responsible for this crime. Flexiti Financial needs to do better with credit applications, why was my cell number called after the fact. Why was I not called before this credit was approved? If they had tried the phone number used on the application they would have know it was no longer in service. Why did Flexiti Financial not contact the business where the suspicious transaction occurred and ask that security footage be stored for a potential investigation.

  Business Response

  Date: 10/06/2025

  Good morning *********

  I am so sorry to hear about the experience you've had . It sounds incredibly distressing to learn that your identity may have been stolen and used for a fraudulent credit application.

  I can assure you a senior Fraud agent will contact you today to go over all your questions and concerns.

  Regards,

  Flexiti

   

   

  Customer Answer

  Date: 10/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I will need Flexiti Financial to speak with me in person and answer all my questions. This matter can only be resolved once they follow up. 
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:30/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 23rd, 2025, I made a purchase at the ***** using the promotional plan for 24 months no interest. The purchase was comprised of a single amount of $493.62 (which I paid in full 3 days after) and a promotional plan for $2,138.00 (which should be divided in 24 equal payments). In the bank statement for that month, it shows that my promotional plan is now for $1,634.38 with an outstanding balance of $503.62 that should be part of the $2,138.00. And now they've charge me $28.92 in interests of an amount that should be part of the payment plan.

  Business Response

  Date: 30/05/2025

  Dear ****,

  Thank you for reaching out to us regarding your account. I understand your concern about the payment allocation.
  
  I want to sincerely apologize for any  inconvenience this has caused. It appears that your payment was made before the statement was released, which unfortunately led to it not being allocated properly.
  
  Please be assured that we have processed a ticket with our IT department to resolve this. They will re-allocate your payment to the regular purchase and waive any interest that was incurred as a result of this issue.
  
  We truly value your business and are working diligently to correct this for you. You will see the adjustments on your next statement.
  
  Thank you for your patience and understanding.
  
  Sincerely,

  Flexiti

  
  

  Customer Answer

  Date: 02/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ***** ****

• Initial Complaint

  Date:21/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding unauthorized credit insurance charges applied to my Flexiti account, linked to a purchase made on February 8, 2025. My original credit limit was $13,500. Due to a change of address, the credit card was sent to my previous residence where no one was available to receive it. I requested a new card and received it approximately two months later.
  
  During this period, I had no access to monthly statements, as my original card was blocked. When I recently registered my new card online, I was surprised to find an outstanding balance of $14,097. Upon reviewing my statements, I discovered that monthly credit insurance charges had been applied to my account without my clear knowledge or consent.
  
  I later learned that these charges were from ***** ****** Insurance, which is partnered with Flexiti. When I contacted customer service at both companies, I was told that an email was sent to me on the day of the purchase. While I now realize that I did receive the email, I did not understand that it involved enrollment in a paid insurance product, nor was it clearly communicated that charges would be applied automatically.
  
  Despite contacting both Flexiti and ***** ****** Insurance to resolve the issue, no corrective action was taken, and I was met with poor customer service. Given that I did not knowingly authorize these charges, I believe the enrollment process lacked transparency.

  Business Response

  Date: 21/05/2025

  Good morning,

  I have responded to the customer directly and resolved the issue.

  Regards,

  Flexiti

• Initial Complaint

  Date:14/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  In Aug 2023, I signed up for a credit card with Flexiti Financial when I purchased appliances from ******** ********* ******* (**** in Montreal. I was told that the loan will be interest free the first year. What I was not told, was that interest will be ACCUMULATED throughout this year and charged in full if you dont close out the ENTIRE BALANCE by 1 year. My initial loan amount was $3,729, I paid regularly for one year until my balance reached $1,800 one year later, and all of a sudden, I get charged interest of $1,023 and admin fees of $40 in one shot!! and then monthly interest at 33%. Before they did these massive charges, they did not send me a single email or text or mail notification! they just had this info in a small box on the last statement. ** ** ********** ********* *** ******. PLEASE help me with this as I am in financial distress and this company should NOT be allowed to operate in a fair place where consumer rights are protected.

  Business Response

  Date: 15/05/2025

  Hello,

  We have contacted the customer and the issue has been resolved.

  Regards,

  Flexiti

  Customer Answer

  Date: 21/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:08/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The email said no payment was due, then they charged me $221 above the $500 that was due.
  
  They charged me interest plus an overcharge fee.
  
  I spoke to them for 20 minutes explaining how their email told me nothing was due. She was going to transfer me to the manager and then she hung up on me.

  Business Response

  Date: 09/05/2025

  Hello,

  We have responded directly to the customer and this issue is resolved.

  Regards, 

  Flexiti

   

  Business Response

  Date: 09/05/2025

  Hello,

  We have responded directly to the customer and this issue is resolved.

  Regards, 

  Flexiti

   

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint due to Flexiti Financial's persistent pursuit of a $4,000
  debt that is wholly invalid and unsupported by evidence. This debt relates to a cancelled
  furniture order from *** *** Furniture dated June 18, 2023. The order was cancelled in
  July 2023 due to severe delivery delays, and no goods or services were ever received.
  The $339.99 **** deposit was refunded, as confirmed by my credit card statement
  (provided to Flexiti), and Flexiti was informed that the remaining $4,000, financed
  through them, was also voided as part of the cancellation.
  Despite clear documentation, Flexiti continues to:
  ? Demand payment for this alleged debt;
  ? Fail to provide any evidence of goods received, services rendered, or a valid
  signed finance agreement;
  ? Issue automated collection letters, now exceeding $7,000, while ignoring all
  reasonable protest and dispute correspondence;
  ? Refuse to resolve the matter or pause collections, despite being notified of an
  active formal dispute in writing multiple times since January 2025.
  Flexiti’s conduct appears intended to distress and coerce payment from vulnerable
  consumers, in violation of responsible lending and collection standards.
  
  Supporting Evidence Provided to Flexiti (but ignored):
  ? Credit card statement showing deposit refund from merchant;
  ? Timeline of events showing cancellation and non-delivery;
  ? Formal dispute letters dated January 9, March 25, April 8, and May 2, 2025;
  ? Requests for proof of delivery, contract, or alternative charges — none provided.
  
  Requested Outcome:
  1. Flexiti formally acknowledge this debt is invalid;
  2. Immediate closure of the account and confirmation that no adverse credit
  reporting has or will occur;
  3. All collection activity to cease immediately;
  4. Written confirmation of case closure for my records.

  Business Response

  Date: 06/05/2025

  I sincerely apologize for the delay and any frustrations you've experienced regarding your account. I understand this situation has been difficult, and I truly appreciate your patience.
  
  I want to assure you that the details of your account have been forwarded to the only department that can authorize the removal of this purchase on your account. Your case is still under active review by our team. We are diligently working to assist you in this matter as quickly as possible and will keep you informed with any updates as they become available.
  
  To alleviate any further concerns, please know that we have paused all collection calls until this matter is resolved.
  
  Again, I deeply regret any inconvenience this has caused.

  Regards,

  Flexiti

  Customer Answer

  Date: 06/05/2025

  
  
  Complaint: ********
  
  
  Thank you for forwarding Flexiti's response.
  

  I am rejecting this response because:

  This alleged debt dates back to June 2023. 
  
  The order was cancelled almost immediately because of excessive delivery delays, no goods were delivered, and a full refund of the deposit was issued, which is visible on our credit card statement.
  
  Flexiti, as the financing provider, should already have access to records confirming this. We have requested these records numerous times and have been met only with delays and vague responses.
  
  Since January 2025, we have corresponded repeatedly with Flexiti, clearly disputing the validity of the alleged debt and asking for:
  A copy of the signed finance agreement;
  Proof that goods were ever delivered; and
  Evidence that the merchant DID NOT process a refund on their end (we have already provided evidence that the refund WAS PROCESSED) .
  
  To date, none of this evidence has been provided.
  
  Flexiti has now had more than four months to investigate internally. It is unreasonable and unacceptable that we are still told the matter is with “the only department that can resolve it,” without ANY timeline or accountability.
  
  The only new information in their BBB response is that collection calls have been paused. That is the bare minimum, and it does not address the heart of this issue — which is that this debt is invalid and unsupported, yet Flexiti continues to act as though it is enforceable.
  
  What I Expect:
  * That Flexiti formally acknowledge this alleged debt does not exist and their pursuit of it has been incorrect.
  * That Flexiti permanently close the account, cease all collection activity and ensure their internal filings accurately record the issue (to ensure no future re-visitation);
  * That they confirm in writing that no negative credit reporting has been or will be made in connection with this disputed account; and
  * In all the circumstances an apology and recompense for the distress caused is warranted;
  
  I continue to reserve my right to file further complaints to regulators if this is not resolved.
  
  Thank you for your time and continued assistance.
  
  Sincerely,
  ******* ***********

  Business Response

  Date: 06/05/2025

  I have contacted the customer by email to let her know the issue has been resolved.

  Customer Answer

  Date: 07/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I reject Flexiti’s further response as insufficient.
  
  While they have now confirmed that the account has been zeroed out, their conduct throughout this matter has been **********, damaging, and *******.
  
  Despite being explicitly informed in January 2025 that the alleged debt was invalid, and despite writing on multiple occassions requesting evidence of the debt and asking Flexiti not to report anything to credit bureaus, they:
  * Failed to provide any proof of debt;
  * Continued sending billing demands;
  * Claimed (for five months) that “the only department” that could resolve it wasn’t responding, but the issue was miraculously resolved on the very same day I complained to the BBB;
  * and they have knowingly reported a FALSE delinquency to ******** damaging my credit score — dropping it from 806 to 683 (which will likely take over a year to recover).
  
  This is not a simple delay or oversight.
  
  Flexiti ONLY acted once THEIR OWN reputation was impacted via this BBB process.
  
  **** ********* ***** ******* *** *** ****** ********* * ** *** ******** ******** *** ***********
  
  I now require:
  * Immediate removal of all negative credit entries from all bureaus - and written confirmation from Flexiti on a headed letter that this has been done;
  * A written confirmation that the account is reported as “Closed – Paid as agreed”;
  * A formal apology;
  * Financial compensation for the harm caused, including emotional distress, time lost, and damage to my credit standing.
  
  If Flexiti fails to resolve this appropriately, I will be filing complaints with the Office of the Privacy Commissioner of Canada, ******** **********, Consumer Protection Ontario, and seeking legal advice.
  
  with kind regards,
  
  
  
  *********** *******

  Business Response

  Date: 09/05/2025

   

  Dear *******

  I sincerely apologize for the delay in resolving your case. We understand your frustration. Situations where a merchant has gone bankrupt and communication is lost become complex and require additional time to verify merchandise receipt.
  
  Only one department can authorize resolutions as it involves a business loss, unfortunately making it difficult to give you a specific timeframe for completion.
  
  Regarding your credit bureau score, I want to clarify that Flexiti hasn't negatively impacted it. You are currently reported as R1 with us, which you can confirm directly with the credit bureau. We have also requested to hold off any reporting of R2.
  
  Please understand that Flexiti has already taken a loss by refunding your account in full, and no further compensation will be provided. However, I can confirm your account is now closed with a $0.00 balance, an a separate email confirmation has been sent to you.
  
  We appreciate your patience and understanding.
  
  Sincerely,
  
  Flexiti

  Customer Answer

  Date: 15/05/2025

  
  
  Complaint: ********
  
  I do not accept Flexiti’s latest response. It is inaccurate, evasive, and demonstrates no accountability for the harm caused to me over the past several months. In fact, I would go so far as to describe it as ***********, insincere, and an attempt to shift blame onto the victim.
  
  First, Flexiti claims that I am currently reported as R1. This is false. My ******* credit report, dated 7 May 2025, clearly shows that Flexiti reported an R2 rating on my account with a delinquency dated 30 April 2025 and an amount past due of $394. This was reported despite multiple written disputes beginning in January 2025, where I explicitly told Flexiti that the alleged debt was invalid and that no reporting should occur while the matter remained unresolved. The Flexiti report is the only negative entry on my credit file and is the sole reason my credit score dropped from 806 to 683.
  
  Second, Flexiti’s claim that they have “taken a loss” is misleading and irrelevant. The account was linked to a furniture order that was cancelled in 2023. I never received any goods or services. No debt existed. If Flexiti suffered any financial loss, it is a matter between them and the merchant (*** *** Furniture), not me. It does not justify pursuing an invalid claim, misrepresenting facts, or refusing compensation. Framing their eventual correction as doing me a favour is offensive and amounts to victim blaming.
  
  Third, Flexiti has not acknowledged its role in creating this situation. My disputes were ignored for more than five months. At one point, I was told to prove that the refund shown on my credit card wasn’t from some other order — an impossible standard, placing the burden of proof on me for a debt I never incurred. Flexiti continued to issue demands, while repeatedly stating that only “one department” could resolve the issue — a delay tactic that suddenly vanished once a BBB complaint was filed. Their ability to resolve the matter immediately after public pressure confirms they could have acted much earlier, and simply chose not to.
  
  Fourth, Flexiti’s statement that they “refunded the account in full” as if that constitutes compensation is profoundly misleading and unacceptable.
  Let me be clear:
  * No refund was issued to me.
  * Flexiti simply zeroed out a balance that was never owed.
  * They did not waive a valid obligation — they withdrew a baseless claim they should never have pursued.
  * To present this as an act of generosity or compensation is dishonest and self-serving.
  
  The real harm lies in:
  * Flexiti’s failure to validate the alleged debt before pursuing it;
  * Their false reporting to credit bureaus despite repeated warnings not to;
  * The emotional and reputational damage I’ve suffered over five months of pressure and distress;
  * The 123-point drop in my credit score, which has real-world consequences that will take months, if not years, to repair.
  
  Flexiti did not “refund” anything.
  
  They merely stopped doing something they had no right to do in the first place — and only after public pressure forced their hand. Their refusal to take responsibility and their continued denial of any wrongdoing is deeply troubling.
  
  I am therefore requesting the following:
  * Immediate removal of the R2 rating from all credit bureaus, with written confirmation;
  * Full deletion of any negative reporting associated with the account;
  * A formal written apology for the distress caused, their reputational harm, and misconduct;
  * Financial compensation for the documented harm, including the impact on my credit rating, emotional distress, and the time I have been forced to spend correcting this entirely avoidable situation.
  
  I reserve the right to pursue further action, including complaints to the Office of the Privacy Commissioner, ******** **********, Consumer Protection Ontario, and legal advice if necessary.
  
  Sincerely,
  ******* ***********

  Business Response

  Date: 16/05/2025

  Dear *******,

  Flexiti now considers this case to be resolved.

  We understand that the process to reach this resolution may have taken longer than anticipated, and we sincerely apologize for any inconvenience this delay has caused. We have apologized several times in writing for the delay. Please understand that when dealing with situations involving a bankrupt merchant, and communication is absent, it can significantly impact and extend the time required for resolution. Additionally, we are required to adhere to established company procedures throughout these processes.
  Your account balance has been adjusted to $0.00. Furthermore, we have formally requested that the credit bureau update your records to clear up any delinquencies associated with this matter.
  Our records indicate that your account status with Flexiti is R1. If you observe an R2 status (or any other discrepancy) on your credit bureau report, please forward a screenshot of the report to **********@*******.com. We will promptly investigate any such discrepancies.
  Please note, in line with our review of this case, no financial compensation will be issued.
  Sincerely,

  Flexiti

  Customer Answer

  Date: 16/05/2025

  
  
  Complaint: ********
  
  I reject Flexiti’s claim that this case is resolved. Their most recent message is again filled with misrepresentations, evasions, and a clear attempt to shut down accountability.
  
  Flexiti writes:
  “Flexiti now considers this case to be resolved.”
  “We have formally requested that the credit bureau update your records to clear up any delinquencies associated with this matter.”
  “Our records indicate that your account status with Flexiti is R1.” - which contradicts your prior statement - how can delinquencies be cleared up if I am R1 (as you falsely claim)?
  “We will promptly investigate any such discrepancies.”
  
  Let me be absolutely clear:
  * I have already informed Flexiti that they falsely reported a delinquency (R2) to ******** with a reported date of 30 April 2025, and an amount past due of $394.
  * I have also provided the exact ******* report, dated 7 May 2025, that proves this.
  * Despite this, Flexiti continues to deny the facts, claim the matter is closed, and demand further proof — including a screenshot they already know I’ve sent to their client care email. *********** ** *** ****** ** ** ****** ****** *** ** *** ***** *********** ********* *** ******** ** **** ****** *** *** ******* ** *** ****
  
  How can this case be considered resolved when:
  * The false reporting is still visible on my credit report?
  * Flexiti has provided no written confirmation that it has been removed?
  * Flexiti continues to falsely state that I’m reported as R1 when that is clearly untrue?
  
  Flexiti’s response reads more like an attempt to mislead the BBB than to resolve my concerns.
  
  Flexiti says, “We have apologized several times in writing for the delay.”
  
  That apology is not accepted. You may have apologized for a “delay” — but you have never once apologized for the following:
  * For pursuing me for payment for five months for a debt that never existed.
  * For demanding proof that a credit card refund wasn’t for a different *** *** purchase — a ludicrous and impossible standard.
  * For ignoring evidence I provided in good faith.
  * For reporting a false delinquency to credit bureaus, despite being told repeatedly the debt was in dispute.
  * For the emotional distress, reputational harm, and workload your actions caused me.
  
  That is not an apology — it is an evasion.
  
  Your apology is insincere, and your refusal to take responsibility or offer redress reinforces that.
  
  Flexiti claims, “We are required to adhere to established company procedures.”
  
  If your established procedures include:
  * Chasing non-existent debts,
  * Threatening customers with credit damage,
  * Ignoring evidence,
  * *********** people into disproving fictional purchases,
  * Reporting false information to credit bureaus,
  … then your procedures are not just bad — they are dangerous.
  
  They appear designed to ********** vulnerable people into paying debts they do not owe, under the threat (and, in my case, reality) of credit damage. That is not procedural delay — **** ** ********** ********.
  
  Flexiti’s closing line — “no financial compensation will be issued” — is equally unacceptable. What review was conducted? By whom? Under what policy? You don’t say.
  
  The assertion that you have “refunded the account” is not compensation.
  
  You corrected a mistake you should never have made. You caused actual harm — including documented credit damage — and now refuse to acknowledge it, apologize for it, or repair it.
  
  You also falsely state in your response to the BBB that my rating with Flexiti is R1. This is knowingly untrue. You know the R2 was reported. You have been shown proof. That makes your statements to the BBB wilfully misleading — words crafted to hoodwink a third party, not address the issue.
  
  I therefore reiterate my position:
  * The case is not resolved.
  * You must immediately remove the R2 delinquency from all credit bureaus, and provide written proof that this has been done.
  * You must provide a formal, sincere apology for the pursuit of a non-existent debt, false reporting, reputational harm, and distress.
  * You must offer financial compensation for the documented harm caused by your conduct.
  * You must confirm that the account is permanently closed and will never be reinstated, reassigned, or sold.
  
  If these steps are not taken, I will be filing formal complaints with:
  The Office of the Privacy Commissioner of Canada (for wrongful credit reporting),
  ******* and ********** (to dispute and remove the R2),
  Consumer Protection Ontario, and
  I will seek legal advice for compensation.
  
  This is not resolved. Flexiti’s refusal to acknowledge wrongdoing, and its continued dishonesty, make this case worse — not better.
  
  
  Sincerely,
  ******* ***********

  Business Response

  Date: 22/05/2025

  Dear *******,
  
  Flexiti has formally requested the credit bureaus to update your records.
  This request is to ensure your credit file accurately reflects the correct R1status of your account and to clear up any erroneous delinquency information that may have been reported.

  Please understand that credit bureaus have their own processing timelines for such updates, and there can sometimes be a delay before these changes are visible on your personal credit report. We advise continued monitoring of your
  credit report, as these corrections should appear in subsequent reporting
  cycles.

  The confirmation of your R1 account status was sent directly to your personal
  email address 05/22/2025. This was done to ensure the privacy of your personal information
  and avoid sharing sensitive details on a public platform like social media.
  
  As we have explained, this matter originated from a purchase with a merchant who subsequently declared bankruptcy. Resolving issues related to bankruptcy can unfortunately be a complex and lengthy process. We also note that your initial outreach to us concerning this purchase was made 18 months after the transaction date. Our team has been working to navigate these complexities and has apologized in writing for the procedural delays you experienced. We reiterate our sincere regret for the procedural delays and the frustration this situation has caused you, however, as stated in our previous communication, no
  financial compensation will be issued.

  
  I can confirm your account is closed.
  
  We regret that you perceive our actions as a refusal to acknowledge wrongdoing
  or as dishonest. That is certainly not the case. We have based our responses
  and actions on a careful review of all available information and adherence to
  established procedures, particularly given the complexities arising from the
  merchant's bankruptcy and the timeline of this query.
  We stand by the information we have provided,
  and the corrective actions initiated with the credit bureaus. We hope that the
  updates requested will soon be visible in your credit report.

  Regards,

  Flexiti

  Customer Answer

  Date: 23/05/2025

  
  
  Complaint: ********
  
  
  

  BBB Rebuttal – Final Response from ******* ***********
  
  Flexiti’s latest response continues to be misleading, evasive, and damaging. I reject their attempt to frame this matter as resolved or to place any responsibility on me for the harm they have caused.
  
  1. No apology for false debt collection or credit damage
  
  Flexiti continues to apologise only for "procedural delays" or for how I "perceive" their actions — while refusing to acknowledge what actually happened:
  * I was pursued for five months (January–May 2025) for a debt that never existed.
  * I received repeated demands for payment.
  * I was told to prove that a refund shown on my credit card wasn’t for some unrelated purchase.
  * Despite providing evidence, Flexiti reported a false delinquency (R2) to ******* on 30 April 2025.
  * That false reporting caused my credit score to drop from 806 to 683.
  * Only after I filed this BBB complaint did Flexiti take any meaningful action.
  
  Yet at no point have they:
  * Acknowledged that their collection efforts were unjustified,
  * Admitted that their credit reporting was false,
  * Apologised for the real and measurable harm caused, or
  * Taken responsibility for their conduct.
  
  Instead, they refer to a “perceived refusal to acknowledge wrongdoing.” That is not an apology — that is ***********. Apologising for my perception while refusing to acknowledge the truth of what happened is both evasive and offensive.
  
  2. Victim-blaming and deflection
  
  Flexiti suggests that I am somehow to blame for their actions because I did not contact them earlier. This is outrageous. The order was cancelled in 2023. No goods were ever delivered. There was no valid debt, and therefore no reason to contact Flexiti.
  
  It is not the consumer’s job to chase a lender to pre-emptively prevent them from making a mistake — especially one of this scale. Blaming me for not stopping them from pursuing, escalating, and falsely reporting a debt they invented is a new low in their handling of this matter.
  
  This continued deflection — combined with their refusal to apologise for their own conduct — clearly demonstrates that Flexiti is more concerned with managing its liability than making things right.
  
  3. False statements and absence of accountability
  
  Flexiti continues to imply that the R2 reporting may have been incidental or outside their control. This is false. They reported it. I have provided screenshots from *******. They have never disputed that the R2 was visible, nor have they provided proof that it was corrected, only that they’ve “requested” the update.
  
  They also continue to refer vaguely to “established procedures” and “complexities” related to the merchant’s bankruptcy — none of which excuse:
  * Their failure to verify the debt before demanding payment,
  * Their false reporting of delinquency,
  * Their refusal to apologise or offer redress.
  
  This is not about one merchant or one reporting cycle. This is about a pattern of conduct — Flexiti acting first, investigating later, and treating consumers as disposable when they are harmed.
  
  Flexiti's conduct appears to violate the following PIPEDA principles:
  Principle 4.6 (Accuracy):
  * Flexiti reported false, damaging information about me that was not accurate or verified, and failed to ensure its records were correct before disclosing them to credit bureaus.
  
  Principle 4.5 (Limiting Use and Disclosure):
  * Flexiti disclosed personal information to a credit bureau for a purpose that was not valid or lawful, since no debt existed and the matter was under dispute.
  
  Principle 4.9 (Access):
  * Flexiti misrepresented what information it had reported and did not respond accurately or transparently to my inquiries about the R2 rating. They instead demanded that I prove their actions via screenshots, rather than providing a clear explanation of what they had reported and when. They still suggest that "erroneous delinquency information may have been reported" rather than admit what they evidence shows - **** **** ************ *** ******** ******** * ***** *********** ******* ***** **** ********* ** *** ************* *** **** *** **** *** *** ****** They must reasonably have known this would cause harm and therefore this amounts to ********** harm and a refusal to apologize. That is disgraceful.
  
  4. Why compensation and accountability are required.
  
  Flexiti’s refusal to offer any compensation or acknowledgement of wrongdoing is not acceptable. They have caused harm — real, documented, measurable harm:
  * Emotional distress;
  * Reputational damage;
  * A 123-point drop in credit score due to false reporting; and
  * Five months of unnecessary stress, administrative burden, and coercive pressure.
  
  Flexiti did not simply delay a refund. They pursued a false debt, damaged my credit, ignored my evidence, and only acted when their reputation was at risk via this BBB process.
  
  Their assertion that the case is now closed — despite failing to provide proof of correction, failing to apologise for the false debt, and continuing to deny wrongdoing — shows a fundamental failure of accountability and integrity.
  
  Therefore, I maintain my position:
  * This case is not resolved;
  * I require formal written confirmation that the R2 has been removed from all credit bureaus;
  * I require a formal apology acknowledging that Flexiti was wrong to pursue a non-existent debt and that harm was caused;
  * I am seeking financial compensation for the distress, credit damage, and time spent resolving a matter entirely of Flexiti’s making;
  
  If these actions are not taken, I will pursue complaints with:
  * The Office of the Privacy Commissioner of Canada (under PIPEDA),
  * ******* and ********** (to dispute any remaining records),
  * Consumer Protection Ontario,
  
  And I will consider referring this matter for legal advice and public exposure. On that basis you might want to pass this complaint to a higher department as "client care" have repeatedly failed to respond to the facts and evidence available and your continued victim blaming and *********** are in no way helping resolve matters.
  
  Flexiti’s continued denials only strengthen the case that this company cannot be trusted to act responsibly — or to treat its customers with basic fairness.
  
  
  Sincerely,
  ******* ***********

  Business Response

  Date: 02/06/2025

  Hello,

  We understand and apologize that you've experienced stress, and we regret any difficulties this has caused you. We want to assure you that we take all customer feedback seriously and have thoroughly reviewed your request for financial compensation related to stress.
  
  While we recognize the impact stress can have, our policy does not allow for financial compensation for stress. Our focus is on resolving any issues directly related to our products or services, in which we have done so by clearing the account balance in its entirety and correcting reporting with the credit bureau.

  Flexiti

  Customer Answer

  Date: 17/06/2025

  Thank you for the update. I would like to submit my final response before this case is closed please, as Flexiti’s most recent reply continues to misrepresent the facts and avoid accountability.
  
  In their latest message, Flexiti claim I requested compensation for "stress" and assert that their policy does not allow compensation for such matters. This is both misleading and offensive.
  
  To be clear:
  I did not seek compensation for generalised stress. I requested compensation because Flexiti pursued a non-existent debt for over five months, falsely reported me as delinquent to the credit bureaus despite multiple written warnings, and caused documented harm to my credit rating — a drop from 806 to 683. These are not abstract inconveniences — they are quantifiable and directly traceable to Flexiti’s poor conduct.
  
  At no point has Flexiti apologised for chasing a debt that never existed. They have only apologised for "delays" and now attempt to blame me for not contacting them sooner — about a debt that should never have been pursued in the first place. This kind of victim-blaming is unacceptable.
  
  Their suggestion that they have taken corrective action also lacks credibility. They previously claimed the delinquency had been removed when it had not. They now state that my credit rating has been returned to R1 status as of 22nd May 2025. Please see the attached Equifax report dated 31st May 2025 which still shows an R2 rating. I am unclear how this case can be closed when Flexiti continue to tell lies like this.
  
  I would suggest that Flexiti ought to provide me with written confirmation from both credit bureaus that not only has the R2 rating been removed but also that my credit score has been restored to its previous level (or better). I am still left doing the legwork to verify Flexiti’s false assertions and this causes further distress, particularly when it is clear that they continue to be dishonest.
  
  I am appalled by the dismissive tone and refusal to acknowledge the real issue: that their conduct was wrong, harmful, and entirely avoidable. I stand by my request for fair compensation and proper written acknowledgment of fault.
  
  Please mark this complaint as "business responded – consumer dissatisfied."
  
  Thank you for your time and for allowing this final statement.
  
   
  
  Sincerely,
  ******* ***********

  Business Response

  Date: 18/06/2025

  Our focus is on resolving any issues directly related to our products or services, in which we have done so by clearing the account balance in its entirety and correcting reporting with the credit bureau. This case is closed and resolved.
  Flexiti

  Customer Answer

  Date: 04/07/2025

  I remain dissatisfied with Flexiti’s conduct. They pursued a non-existent debt, falsely reported me as delinquent to credit bureaus, and caused serious harm to my credit score. Their continued refusal to accept accountability or apologise for this error — while misrepresenting my complaint and blaming me for their actions — is unacceptable. I stand by my request for acknowledgment and fair redress. This case may be closed by BBB, but it is not resolved.
  
  Thank you for your time and professionalism in handling this matter.
  
  Kind regards,
  ******* ***********.

• Initial Complaint

  Date:22/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 16, a person called me from flexiti to discuss a possible fraud. I had indeed never heard of this company or had I applied for a credit loan from them. I was then advised to contact the credit bureaus; which I did and was confirmed fraud victim. Afterwards, ********** sent me a letter stating that the account was judged to be mine and I needed to speak to flexiti again if I wanted to resolve the matter. On Feb 24th, an affidavit was sent to them. On April 17, a call from their office asking me to make a payment on the account. I started once again to explain this wasn't my account and mentioned I had sent the affidavit. They ask me to send it once again, this time to another email. I did. I called back later on to see if my email was received and if we could settle this. They "couldn't" find my information. After asking for a supervisor, the team supervisor TJ managed to find my info and ask that I be patient and hopefully someone from their security department would reach out in the next few weeks, if not, I can call back and have it escalated once again. Why do I have to be so patient and call back everytime when this has been going on for over 3 months? I require your help in this matter and want to formally post a complaint on this company as my identity was stolen, my credit score is affected and I am constantly being asked to be patient. My claim number with flexity is ************** With **********: ****** *******: ********** A dispute has been done with ******* and ********** as well.
  Thank you

  Business Response

  Date: 23/04/2025

  Dear ***** ****,
  
  Thank you for reaching out to us. I sincerely apologize for the delay in addressing your concerns and understand how frustrating it must be to experience fraud concerns with your account.
  
  I see that you were asked to send in an affidavit a few times, however it appears we did not receive it. I apologize for any miscommunication or inconvenience this may have caused.
  
  To help resolve this issue promptly, I have escalated your case to a senior member of our Fraud team who will reach out to you today. They will work with you directly to clarify any outstanding requirements and find a resolution.
  
  We value your business and are committed to ensuring your account security.
  
  Sincerely,

  Flexiti Financial

  Customer Answer

  Date: 23/04/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  ******** ** the e-mail sent in February as well as April 17th when I received another call from flexiti. I fail to comprehend why I am being asked to send emails of the affidavit if they do not get received by your department.  I am at work today and will most likely not be able to answer your phone call. I would ask that you please contact my husband, ******* ******* ************ if you cannot reach me. 
  
  
  
  Sincerely,
  
  
  ***** **** ****** *********

  Business Response

  Date: 24/04/2025

  Hi ***** ****,

  I sincerely apologize for any inconvenience this may have caused. We have located the document you sent.

  Our senior fraud team is currently handling your account and will get back to you shortly with an update

  Thank you for your understanding,

  Flexiti

• Initial Complaint

  Date:07/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called twice and both times experience the most horrible customer service I’ve ever experienced! Their emails with payment amounts don’t coincide with the actual balance they say is on your account. I was charged an extra 60 dollars even though the email I got 3 days ago has my total and due date(apr 9), when I asked why he said it doesn’t show up for 10 days(which it was 10 days when that email was sent!).

  Business Response

  Date: 08/04/2025

  Dear *******,
  
  I sincerely apologize for any negative experience you've had with our customer service. I understand your frustration regarding the deferral fees on your account. I want to assure you that I'm here to help clarify the situation.
  
  According to the terms of your cardholder agreement, a deferral fee is applied when the full balance of a deferred payment promotional financing plan is not paid by the end of the promotional period. I see that your deferred payment plan expired on March 4, 2025, and the balance remains outstanding. A deferral fee can only be added once a promotional plan expires, which explains why it was added later. Consequently, the deferral fee is valid as per the agreement.

  Regards,

  Flexiti Financial

  Customer Answer

  Date: 08/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It makes no sense why your statement email would say zero due for Feb 19- March 19 when In fact it is due during that period! I also received a second email almost 2 weeks after that deferred payment apparently went on saying my balance was 994.62 due April 9th which I have paid off in full already actually, I don’t know why that’s not showing on your end yet. I also tried many times to sign in online and see what was up and got a technical error message dozens of time! I’m sorry but I’m not satisfied with this answer and I would like to cancel my account also. 
  Thanks 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 10/04/2025

   The Customer has since paid the remaining balance excluding the fee of $59.99, we have waived that fee and their account now reflects a $0.00 balance. 

  Thank you,

  Flexiti