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:29/11/2022

  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.

  In June 2022 I made a purchase at ***** ******* (**) for $3664.80, minimum monthly payments of $152.70 for 24 months, no interest, which I pay through my bank account online. I paid my first payment of $153 on July 5th. On Aug 3rd, I made my second payment of $153. On Aug 30th, I made a purchase at ******* for $425.33, monthly payments of $141.74 for three months, no interest (balance due Nov 30th). On Sept 1st, I made my first payment of $150 towards my ******* purchase - this was more than the owing monthly payment. On Sept 2nd (Flexiti shows receipt on Sept 5) I made payment on my ** Purchase $153, I also made a second payment of $142 towards my ******* purchase. On Sept 19th, I paid off the ******* purchase with my last payment of $142 (Total paid to the ******* purchase is $434). When I got my next statement it showed I still owed for my ******* purchase so I called to inquire. I was told their system does not know where to put the money so I've accrued interest, I was told someone would call me back. They didn't. In Oct, I made my $153 payment to ** and noticed that I still had a balance owing for *******, so I paid another $142 to put towards that purchase. On Nov 2nd, I made my $153 payment for **. My promotions still show active today on my account (*** **********)
  I have contacted Flexiti three more times, last on Nov 25th to follow up via email, with no response. On November 15th a supervisor told me that I lost my promotions because I "paid my monthly payments too soon", and that as such I also was charged interest. Since July, for ** I have owed 5 payments of $152.70 (total $763.50) and have paid $765. Since Aug, for ******* I have owed 3 payments of $141.74 (total 425.23 full balance) and have paid $576. My statement now shows a payment due of $450+. *** **********.
  I want both promotions reactivated, interest removed, all of my ******* payments applied, and a correction to my credit report. *** ********** showing payments and dates.

  Business Response

  Date: 08/12/2022

  We have reviewed the customer’s account and have been attempting to reach the customer to further discuss their account.

  A ticket has been created to address the customer’s payment allocation concerns and once it has been actioned, any adjustments made will reflect on the customer’s next statement.

  Should the customer wish to follow up they can contact us, and we would be happy to help. We can be reached at 1-877-259-3745.

  Customer Answer

  Date: 08/12/2022

  
  
  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. However, the company expects someone to call them back and wait on hold for an hour if you miss a call from them. Furthermore their option to email them doesn’t allow a user to copy themselves so that they know their email was received. I will also continue to monitor this as I’m seeing this is happening to several others. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:25/11/2022

  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 bought a ring in March 2022, got the no payments and no interest plan to be paid by March 2023…. On November 11, 2022, I was charged the accrued interest rate to date if $640.11 on my actual statement. I have contacted flexiti 6 times since that date and they keep telling me it is a charge of interest for the purchase made that is over due…. However if you look at my plan and look at my statements to date with this purchase and any other purchase made using this card no accumulation of interest is actually due not charged except this one they decided to add to my card as an extra charge. They have not been replying to my emails. They left it as I have to pay it as of Friday November 18…. I have zero understanding why such a huge charge is being charged to my card when nothing is due and they aren’t rectifying the situation!!! I will never be using this company again and will ensure none of my friends or family use them. ******* ** ******* ***** ***** *** ********** **** ******* **** *** ******* ****** **** **** **** *** **** **** **** ***** **** **** ****

  Business Response

  Date: 02/12/2022

  We have attempted to reach out to the customer in order to further clarify what has happened on their account and discuss a mutually satisfactory resolution. We were unable to connect with the customer, but a voicemail was left encouraging the customer to send us an email to schedule a phone call.

  The customer can also contact us at 1-************ should they have additional questions.

  Customer Answer

  Date: 05/12/2022

  
  
  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. They have refunded me the charges 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:24/11/2022

  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 had purchased a treadmill using a flexiti financial credit card. They had a zero percent financing offer for the first 12 months. I made regular biweekly payments from the start of the purchase and paid off the total amount 3 months early, in October. I had confirmed a zero balance on the account - in fact I had over paid by a few cents. After confirming, I called to have the account closed and cancelled. I received an email advising me of my 'flexiti statement'. I called their customer service and they said the account was not closed. I repeated to them that I wanted the account closed. I have no use for this account and I want my credit bureau to reflect that this account is closed. Well, yet again, I received another email regarding my flexiti account statement. They have not closed the account even after expressly being told TWICE. How can I get this resolved? I want written confirmation that the account has been closed. ON PAPER.

  Business Response

  Date: 02/12/2022

  We have fully reviewed the customer’s
  account.The customer’s account was showing a credit balance of $0.02 which is
  why they had received an account statement dated 10/19/2022. The customer connected
  with a customer service agent on 10/21/2022 and the account balance was
  adjusted to $0.00, and the account was then closed.

  The statement released on 11/21/2022
  was their final account statement to confirm the balance of $0.00. We have removed the customers email from our system so they no longer receive any communication from us.

  Should the customer wish to follow up they can contact us, and we
  would be happy to help. We can be reached, at 1-************.

  Customer Answer

  Date: 05/12/2022

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

  I legitimately want something written on paper, and mailed to me. They had previously said they would close the account TWICE and nothing happened. I want something written on paper and mailed to me. If they can mail me a credit card - they can most certainly mail me a confirmation of account closure. 

  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 15/12/2022

  The customer’s account was closed on 10/21/2022 and their final
  statement was released on 11/21/2022. There is no additional account activity
  or transactions to date.

  The customer was sent an account closure confirmation email to
  serve as proof that the account was closed. The customer can print the account
  closure email should they require a paper copy.

  If the customer has additional concerns regarding their account
  closure, they can contact us directly. We can be reached, at 1-************.

• Initial Complaint

  Date:24/11/2022

  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.

  On September 6 2022 we bought a ring from a jeweller in Saskatoon Sk. We financed $3558.88 with the *** promotion, no payments no interest for 12 months. No payments until September 6, 2023. I was charged $250 by the jeweller to buy into this promotion, with the understanding that the promotion was as it read " no interest no payments" for the 12 months. So far I have accrued $229.19 in interest even though there is not supposed to be any interest until the one year.
  
  The initial amount was $3558.88 and now my account is now at $3503.43 because I have made a payment. I want to know what that interest charge is and why it is happening to begin with

  Business Response

  Date: 02/12/2022

  We have fully reviewed the customer's account. The customer made a purchase on September 6th, 2022, on a 12-month DP - ***** (Interest Accrues) promotional plan.

  In accordance with the Cardholder Agreement, sent to the customer in their Welcome Email, for purchases on DP - ***** (Interest Accrues), no payments are due on purchases made under this promotion until the promotion's expiry date. No interest is payable during the promotional period, however, interest at the AIR applicable to Regular Credit Purchases accrues from the transaction posting date and the accrued interest will be charged to your Account if the promotional balance is not paid in full by the promotion's expiry date and any outstanding balance which was subject to the promotion will be treated as a Regular Credit Purchase.

  No interest has been charged to the customer’s account in connection with their September 6th,2022 purchase. The accrued interest will only be charged to the customer’s account if the promotion defaults due to missed payments on the account, or if the promotion expires with an outstanding balance.

  Should the customer have any questions or concerns, the customer can contact us, and we would be happy to help. We can be reached, at 1-************.

• Initial Complaint

  Date:24/11/2022

  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 financed a couch through flexiti. My online account and statement are both saying I'm one month behind but when I call the agent is telling me I am 2 months behind and that I need to pay $1000.00 to keep my account in good standing. My online account says only 1month behind when I login in right now. I am on the phone with an agent named Alex who is refusing to pass me along to a supervisor. I need this resolved immediately. I have screenshots of being 1 payment behind not 2.

  Business Response

  Date: 02/12/2022

  We have fully reviewed the customer's account. The customer made a purchase on a 12-month Equal Monthly Payment plan. With Equal Monthly Payment plans, customers are required to make the minimum monthly payment during their payment window each month to keep the promotion and account in good standing.

  Customers are sent monthly statement reminders to the email on file advising them that their statement has been released and prompts them to login to the online customer portal to view it. The statement includes the minimum monthly payment amount and its due date.

  The customer missed their payment with a due date of July 7th, 2022, in which payment had to be received between the dates of June 15th,2022, and July 7th,2022, to align with their billing cycle.
  The customer also missed their payment with a due date of November 08th,2022, in which payment had to be received between the dates of October 18th,2022 and November 08th,2022 to align with their billing cycle.

  When a customer misses or short-pays two payments within 12 months, Flexiti has the right to cancel any promotional offers. At the end of each statement and included within the terms of the Cardholder agreement, it is noted that if we do not receive the required payment under a Promotional Offer by the Balance Due Date in effect, we may, at our option, cancel one or more Promotional Offers applicable to the Account, effective on the date such default occurred. If we cancel a Promotional Offer applicable to the Account, any amount payable under an unexpired Promotional Offer will immediately become an interest-bearing amount and in all other respects shall be treated as a Regular Credit Purchase in accordance with the terms of the Agreement.

  If there are any additional questions, we would be happy to help. We can be reached at 1-************.

  Customer Answer

  Date: 03/12/2022

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

  Not only does my online account  still shows only 1 missed payment, flexiti themselves sent me this in the mail on November 18th confirming I am ONE payment behind.  If I'm two payments behind like they claim why do all their "supporting" documents say otherwise.
  
  
  
  Sincerely,
  
  
  
  ********* **********

  Business Response

  Date: 15/12/2022

  As mentioned previously, when a customer misses or short-pays two payments within 12 months, Flexiti has the right to cancel any promotional offers.

  The customer missed their payment with a due date of July 7th, 2022, in which payment had to be received between the dates of June 15th,2022, and July 7th,2022, to align with their billing cycle.

  The customer also missed their payment with a due date of November 08th,2022, in which payment had to be received between the dates of October 18th,2022 and November 08th,2022 to align with their billing cycle.

  The customer was sent a past due email notification for both statement periods in which a payment was missed. If the customer is able to provide proof that a payment was made during the aforementioned periods, Flexiti will make the necessary adjustments on the customer account.

  If the customer has additional concerns regarding their account, they can contact us directly. We can be reached, at 1-************.

• Initial Complaint

  Date:23/11/2022

  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 charged when i have no payment due. I would like someone to contact me regarding this. My credit score is affectinh through this. I need some assistance asap.

  Business Response

  Date: 30/11/2022

  We have fully reviewed the customer's account. The customer signed up for a payment protection with *** (*********** *********) hence the Payment defender premium charges appearing on their account. The customer was able to contact *** directly and have their insurance cancelled, and the charges were waived.

  If the customer has any additional questions, we would be happy to help. We can be reached at 1-************.

• Initial Complaint

  Date:23/11/2022

  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 have 2 remaining promotions with Flexiti. In September 2022, I was charged interest of 395.53 due to a missed payment of $29.37 that was due on August 15th. I am now being charged 100 a month interest on top of this. Unfortunately I did not realize I had missed this payment and paid the past due amount as soon as I realized in September when I was looking at September's statements. I have been told I have 2 missed payments but no where in my records on my account can I find any other missed payments other than the one for August. I called to find out why I was charged interest for something I haven't even been paying for. The payments do not start until December 2022. I have spoken to two different employees and no one can provide me a straight answer I was told they would look into my account further and I would receive a phone call back. I have not received any phone calls to explain why I am being charged 400 dollars in interest for something that I was not even paying for yet. The associate stated that I have past due balances on my statements but according to what I was provided other than for the missed payment there are 0.00 past due amounts on my statements. I had no issues paying interest on something that I was paying for but how does one get charged interest on something they are not paying for and do not pay for until 3 months after this charge was applied. I still have no resolution, I have no clear answers and I am thoroughly frustrated and upset that for someone who pays most often than not more than the payment amounts, puts extra down often, pays for the defender plan and missed a single payment of 29.37 accidentally now has to deal with a random charge that was worth a third of the over all amount the charge was applied from. I do not care about the other smaller interest charges I would just like the interest charges for this matter removed.

  Business Response

  Date: 30/11/2022

  This matter was resolved as of 11/29/2022. We have been in touch with the customer and have reached a mutually satisfactory agreement. The appropriate adjustments have been made on the customer’s account.

  If there are any additional questions, we would be happy to help. We can be reached at 1-877-259-3745.

  Customer Answer

  Date: 30/11/2022

  
  
  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:23/11/2022

  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 scheduled monthly payments with Flexiti for one purchase, I never reviewed the account, and after almost 2 years, I looked at a statement to see that I had been charged almost 30% interest on a 0% interest plan.
  
  I did have a missed payment when switching banks, and this was discussed on the phone with them at the time, and was told it was not an issue.
  
  After seeing the interest, I called to have the interest fixed, but was told they can't, and was argued with.
  
  Bad note keeping and ********* lending, I paid off the account in the moment, but would like the interest refunded

  Business Response

  Date: 30/11/2022

  We have fully reviewed the
  customer's account. The customer made a purchase on a 24-month Equal Monthly
  Payment plan. With Equal Monthly Payment plans, customers are required to make
  the minimum monthly payment during their payment window each month to keep the
  promotion and account in good standing.

  Customers are sent monthly statement
  reminders to the email on file advising them that their statement has been
  released and prompts them to login to the online customer portal to view it.
  The statement includes the minimum monthly payment amount and its due date.

  The customer missed their payment
  with a due date of July 27th, 2021, in which payment had to be
  received between the dates of July 6th,2021, and July 27th,2021,
  to align with their billing cycle.

  The customer also missed their payment with a due date of November
  26th,2021, in which payment had to be received between the dates of
  November 5th,2021 and November 26th,2021 to align with
  their billing cycle.

  When a customer misses or short-pays two payments within 12
  months, Flexiti has the right to cancel any promotional offers. At the end of
  each statement and included within the terms of the Cardholder agreement, it is
  noted that if we do not receive the required payment under a Promotional Offer
  by the Balance Due Date in effect, we may, at our option, cancel one or more
  Promotional Offers applicable to the Account, effective on the date such
  default occurred. If we cancel a Promotional Offer applicable to the Account,
  any amount payable under an unexpired Promotional Offer will immediately become
  an interest-bearing amount and in all other respects shall be treated as a
  Regular Credit Purchase in accordance with the terms of the Agreement.

  If
  there are any additional questions, we would be happy to help. We can be
  reached at 1-************.

• Initial Complaint

  Date:23/11/2022

  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.

  Hi
  
  I closed my flexiti account many months back and they are still charging on my account. Last time they took 105 dollars from my account and it took them weeks to give a refund. I requested them to delete my account but they haven’t, they took money again. I need a refund and i need them to pay me for the time and losses it causing me while it’s happening

  Business Response

  Date: 30/11/2022

  We have reviewed the customer’s account.

  We can confirm the customer’s account has been closed as of 04/15/2022, and no new charges have appeared on their account. It appears the customer has a pre-authorized payment arrangement set up which is why payments are still being made to Flexiti. Flexiti does not arrange the customer's pre-authorized payments. Such arrangements are made between the customer and their bank. The customer is encouraged to contact their bank directly to ensure the pre-authorized payments are stopped.

  Should the customer wish to follow up they can contact us, and we would be happy to help. We can be reached, at 1-************.

• Initial Complaint

  Date:03/11/2022

  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 currently have two promotions with Flexiti.
  
  One is a No Interest, No Payment, Same-As-Cash promotion for a purchase from **** *** ******** that started on Nov 10, 2021 and expires on Nov 10, 2022, for $3,482.04. Under the terms of this promotion, no payments and no interests need be made until the expiration date.
  
  Another is a No Interest, with minimum monthly payments, Same-As-Cash promotion for a purchase from ****** ********* Quebec that started on Dec 23, 2021 and expires on Dec 23, 2022, for $2,644.14. Under the terms of this promotion, I am required to make minimum monthly payments at no interest; however, if I miss two payments, I will be charged the accrued interest.
  
  I had missed two monthly payments, so I am charged the interest for the second promotion, an amount of $677.00. However, Flexiti had also cancelled my first promotion, and charged me $1,160.45 as interest on the first promotion. This is despite the minimum monthly payment requirement only applying to the second promotion.
  
  I had called Flexiti on Thursday October 27, 2022 to ask for an explanation of where the interest charge for the first promotion came from. The representative mentioned that it is I was charged because of the two missed payments; however, she could not explain why I had two interest charges instead of just one. I had ask for documentation of this process and where it came about in the Terms and Conditions. She said she will escalate to her manager and to expect a call within the hour, but the call never came.
  
  I had also separately submitted an inquiry via their chatbot the morning of Wednesday October 26, 2022. Tyler answered that chatbot inquiry on Monday October 31st, stating "We noticed you already connected with one of our customer service representatives. We're happy to see that we were able to assist you" - despite the fact that no resolution had taken place and I never received a call back.
  
  Why do I have two interest charges?

  Business Response

  Date: 10/11/2022

  This matter has been resolved as of today’s date. The customer contacted
  Flexiti on 11/04/2022 and we were able to reach a mutually satisfactory
  agreement. The customer made the agreed payment and the necessary adjustments
  have been made to the customer’s account. Their account balance is now $0.00.

  We trust we have resolved this matter to the customer's
  satisfaction. Should the customer have any further questions, we can be
  reached, at 1-877-259-3745. We are always happy to help! 

  Customer Answer

  Date: 11/11/2022

  
  
  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,
  
  
  
  **** **