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:01/11/2022

  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.

  In February of 2022 I purchased a bed/box spring/mattress from *** *****. I had originally planned to pay cash for the purchase, but when the sales person explained that I could do 24 equal monthly payments with no interest I decided I would do that, to keep some extra money liquid. I clarified multiple times that it was actually 0% interest, as I am in sales as well and know that some companies use ***** advertisement. It took three months to get my furniture, and three and a half months to receive my card and card holders agreement in the mail. I have never experienced a situation where you have to pay for a product or service months before having it. I was charged under $0.10 interest for the first few months, but the last 3 months I have been charged 35% for a total of $151.28 in interest. My payment is $100, and my monthly interest charge is $50. I sent an email to the company to explain that there must be an error and they said it’s my responsibility to read the card holders agreement (which I didn’t receive for three and a half months after purchase). I will be paying off my balance in full today, as originally planned. **** ******* ** * ********* ******* *** ********* ** ***** *************.

  Customer Answer

  Date: 01/11/2022

  The amount I would like to be refunded is $152.10, the amount of interest I was charged on the “interest free payments”. 
  

  Since the initial complaint I have paid off the remaining balance in full and cancelled my card. 

  Business Response

  Date: 10/11/2022

  We have fully reviewed the
  customer's account. The customer made a purchase on 02/16/2022 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.

  We have attached a copy of the
  Welcome email that was sent to the customer on the day their account was
  created. The Welcome email provides the customer with their Flexiti card
  number, and details on how to register their account online.

  Customers are also 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 March 25th, 2022, in which payment had to be
  received between the dates of March 4th,2022 and March 25th,2022
  to align with their billing cycle.
  The customer also missed their payment with a due date of June 24th,2022
  in which payment had to be received between the dates of June 3rd,2022
  and June 24th, 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.

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

• Initial Complaint

  Date:31/10/2022

  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.

  Dear Flexiti,
  
  I have a Flexiti Credit card# ****************, I was not able to register and hardly to see my statements online, my initial purchase was in september from ******* *********** and I was offered this card and I paid 500 in January and 1000 in june, my total was not morethan 1750 CAD, and now after I get a call from Flexiti, I am now told to pay 862.30 CAD, how are you charging me a compound interest of morethan 600 for the 200 loan in just a month after my 12 month interest free period that expired in September 6 this is according to CSR from your company whom I met over the phone. I am being scammed I have now paid it fully and please cancel this card number above I don't use it at all. I also need a definitive answer on how you came with this much compound interest.
  
  Best regards
  *******

  Business Response

  Date: 07/11/2022

  We have fully reviewed the customer's account. The customer made a
  purchase on September 6th, 2021, on a 12-month DP - S.A.C (Interest
  Accrues) promotional plan.

  The customer was sent monthly statement reminders via email,
  prompting them to login to the online portal. On every statement, it was
  advised that the promotional offer expires on and must be paid before the
  Promotional Expiration Date of September 6th, 2022, to avoid paying
  accrued interest charges. The Annual Interest Rate on regular credit purchases
  will then apply to any amount that remains unpaid.

  In accordance with the Cardholder Agreement, sent to the customer
  in their Welcome Email, for purchases on DP - S.A.C (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.

  The customer did not make payment in full by their promotional
  expiry date therefore, the accrued interest was charged to the customer's
  account.

  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:27/10/2022

  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.

  Date of transaction 21/08/2021 (item was tv and total I suppose to pay is $3000 to this business)
  I did paid this business two times on following date:
  30/08/2022&25/10/2022 The amount was $35&$90 and please note that $35 I paid for annual fee.
  Business did commitment of 18 months No interest No payment (In other words flexiti not gonna charge me any interest and there is no requirement of minimum payments).
  
  Dispute is that somehow this business is started charging me interest that I don't even know until I got call from flexiti customer representative that they already charged me for $1407 for interest only. When I ask the reason from them they told me I'm enrolled in some insurance service in the flexiti and I missed that payment so that's why my deal or promotion is no longer active which is 18 months No interest No payment. Main Point to be noted that I did not add any of the insurance on my account I don't have any idea it seems like they are charging *** ******** me. Again I did not add any insurance. So according to the commitment period i still have time till 21February,2023. So please make a settlement for me I just want to pay the principle amount which i suppose to pay within the above mention period as per commitment.
  I talked to business supervisor she did some settlements for me that after hearing me . Settlements are she gonna deduct $300 from interest amount which is $1407 and she gonna give me some extension on due date. Due date which is 25/10/2022 after extension as she committed 1/11/2022. I talked to her on 21/10/2022 but till now nothing is reflected on my account as she committed.
  Please do something for me . I hope I explained the situation in best possible way thanks
  Flexiti account number:****************

  Business Response

  Date: 04/11/2022

  We have been in touch with the customer and have come to a mutually satisfactory agreement. Once the required payment has been received, the necessary adjustments will be made to the customer’s account.

  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: 07/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory because flexiti called me and did settlement for 3317.03$ but I'm suppose to pay 3000$ but I already paid two payments before I received their call and i did first payment of 35 $ and other is 90$ and settlement suppose to be within 3000$ minus the payments I already paid do something I don't have money to waste and again I'm saying I did not add any of the insurance to my account in flexiti so please settle my amount 3000$  only

  I paid them the amount already what they were asking on call that is 3317.03$ so please do check everything and I want my money back which I paid extra to this company for no reason.

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

• Initial Complaint

  Date:27/10/2022

  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 appliances from *** ***** in April. I paid an extra amount of money to have a two year interest free payment plan, so you are actually paying a bit of interest up front. So I wait and wait for a card in the mail that I was supposed to receive that came in two months late, in the meantime I was sent an email with a link and number for making payments. i made the arranged payment in May, and in June, and then in July I
  was told that I made two payments late and would now be expected to pay monthly interest, a huge amount of interest. To date, I have made 7 payments of the prearranged amount and an extra recent payment of 300.00. I have spoken with phone reps and was initially told that they would fix the problem and recent was told by a very **** representative that that is simply how it is,, **** ******* ** ******** ********* ******* **** **** an interest free program and then hooking them into huge interest payments that are more than the prearranged monthly payments.

  Business Response

  Date: 04/11/2022

  This matter was resolved on 11/01/2022. We were able to get in contact with the customer and the appropriate adjustments were made to their account.

  Should the customer have any further questions or concerns, they can contact us directly at 1-*************

  Customer Answer

  Date: 05/11/2022

  
  
  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:25/10/2022

  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 January 12, 2022 my husband and I purchased TV at ******* ************ ****** ***., in the amount of $2474.05 of which I paid $134.38 on the purchase date via master card with a description line of 12MTH +CREDITFEE ($59.99) REGISTRATION FEE ($59.99)
  
  My invoice number (which is almost fading) is ***********.
  The following is printed just below the Total on the invoice. "FLEXITI 5: 12 months No Pay Same as Cash" - As I viewed it, I don't pay for 12 months. We left for Arizona at end of February and did not return until May 31st.
  
  When we returned home my husband is recovering and having problems from a retinal detachment emergency surgery he had while we were on vacation and I saw no warning from Flexiti in any of the subject fields of the 18 emails that they were going to charge us $593.25 if I did not pay a $30.12 annual fee that would be coming due.
  
  When my husband received a call from a Flexiti representative on Appx Sept 22, about the Annual Fee being due - that required immediate payment in the past due amount of $30.12 - that representative did not indicate that were were about to be charged $593.25. My husband advised the person on the phone that we would create an account and login to Flexiti. My husband explained to him that our invoice indicated no payments for 12 months and we were confused.
  
  On Sept 29, 2022 at 10:44pm we forwarded payment online in the amount of $2364.66. (not including this now added interest fee), after which I went through a very lengthy process of setting up my Flexiti account where I discovered that on my statement dated "August 27,2022-September 26,2022" Flexiti had added an additional $593.25 to my account.
  
  I called the company and they were only willing to reduce my interest payment to apps $290, but I must still pay the $250. I have not done that yet. There is a lack of transparency in this process. I would like BBB to pursue a no penalty resolution for us

  Business Response

  Date: 01/11/2022

  This matter was resolved as of October 27th,2022. We have made the appropriate adjustments on the customer’s account, and we have been in touch with the customer to advise them of the changes made.

  We trust that we have been able to solve this to the customer’s satisfaction but encourage them to reach out without hesitation should additional concerns arise. The customer can contact us directly at 1-************.

• Initial Complaint

  Date:24/10/2022

  Type:Customer Service 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 made purchases with this company and they have been extremely unprofessional when handling my claims. I called them a few weeks ago regarding some interest charges they had told me that my account had in crude interest but I had spoke with a manager and he had told me if I had paid a certain balance he would credit me the interest charges and correct my account so that I can continue making the monthly payment until my plan expires. I made the payment as directed But I still see interest charges accumulating on my account, I have tried to call him over 10 times and every time I call in the automated message first states that they are having delay issues in receiving paper bills also when I keep in my information from the automated system to pull up my profile it gives me an option to speak with a representative and when I click that option it says that I clicked An invalid selection and it also states to please try again and then the phone hangs up right away I did that about 8 to 10 times trying to see if I can connect with somebody and East attempt to do so the Phone continues to disconnect. I have couple plans on my file that I believe are expiring soon and once they are expired and they are not paid in full the account will in crew interest which I am trying to avoid by contacting them ahead of time so that I can figure out the accurate balance to pay off the account with flex city not answering my phone calls and their automated system is disconnecting calls so that customers cannot get in contact with a customer service rep it is hindering my account and possibly putting me in a delinquent status which is going to cost me lots of money. I have tried to email flexiti Have not received any respond I am not sure what the next steps are but I am writing this letter in hopes that someone can assist me in getting this about it cleared up as soon as possible.

  Business Response

  Date: 26/10/2022

  This matter was resolved on October 21st, 2022. The customer contacted Flexiti, and a ticket was opened to make the agreed upon adjustments on their account. Once the ticket has been reviewed and actioned, the adjustments will reflect on the customer’s next statement.

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

  Customer Answer

  Date: 31/10/2022

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

  I have reached out to them and told them I would like to pay off one of the accounts that are expiring very soon and they told me that they can’t give me the accurate balance owing because they need to make some credits onto the account. they also also mention that once the account is updated correctly they will give me a call and let me know, twice they have said this and both times nobody has yet to reach back out to me. My fare is that they are doing this on purpose so that my plan can expire and then I will be forced to pay interest on a account that I have no desire too. I have the money and I am able and willing to pay the account off but i don’t know how much the actual ***** account balance is that’s expiring very soon because of everything that I’ve been dealing with with the account. Also They are still having delay issues with the paper stamens that I am paying for and I have yet to receive me paper invoice.  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 13/11/2022

  We have fully reviewed the customer’s account and can confirm the
  necessary adjustments were made as of 11/04/2022. We have been attempting to contact
  the customer in hopes of confirming the adjustments that were made on their account
  and clarifying their updated statement information.

  We encourage the customer to contact us directly if any additional
  questions or concerns arise. We can be reached, at 1-************.

  Customer Answer

  Date: 20/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they have never attempted to reach back out to me. I have a plan expiring November 24, 2022 and so told them I would like to make a payment to pay it off and they said I would have to wait for them to fix the account and once they do they will give me a call so i’ve been waiting patiently to do so. If they are really trying to get a hold of me I will provide them with a number to reach me at which is **********. I will await for this call. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 02/12/2022

  It appears the customer was able to connect with our customer service team to further discuss their account and has requested a follow up call. If the customer still has questions or has any additional concerns, the customer is encouraged to reach out to our team directly at ********************@*******.com to schedule a phone call.

• Initial Complaint

  Date:18/10/2022

  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 Dec 2021, I purchased a bed from ***** ******* and used the Flexiti equal monthly plan - no interest. In Dec 2021, I made two payments for the amount to double the first payment due. In Jan 2022, I made payments in total to triple the payments due. In March 2022, I again doubled the payment. Since then, I have made the required monthly payment - every month.
  I just noticed that they have charged me a huge amount in interest over the past three months so I called them. I was told they have "broken the agreement - promo deal" claiming that I didn't make the payments "on time". I spent over 56 minutes, speaking with two customer service reps and one supervisor. Consistently being told that I was wrong. One even went as far as saying I made the payment too early! The supervisor agreed that I have never missed a payment but said the agreement/promo was cancelled by them so the interest was charged validly and they would absolutely not adjust the account. While they said the promo was cancelled, it still shows as active on my dashboard (** **** ** *** **********).
  I have now closed the account and paid off the balance minus the $465.35 interest they charged me the past three months and now refuse to waive.

  Business Response

  Date: 26/10/2022

  We have been in contact with the customer to discuss the possibility of a mutually satisfactory resolution. We are currently awaiting more information from the customer before coming to a resolution.

  The customer is encouraged to send the agreed upon information to our team directly at ********************@*******.com. We will then review the information and follow up with the customer.

  Customer Answer

  Date: 26/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this has not been remediated. 

  Although they have offered to waive some of the fees they have tacked on my account, they have not agreed to remove them completely. I am in the process of sending them more details, as per their request. 

  After putting in this complaint, I was immediately contacted by Candice, who was the fourth person to discuss the issue with me but who provided a third explanation as to what happened on my account.

  As I have explained multiple times, I have many credit cards used to do payment plans which usually have perks and can help save some money. It is clear by looking at my credit report that I DO NOT fault on any credit card, payment plan, mortgage or bill payments.

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

  Business Response

  Date: 07/11/2022

  We have been in touch with the customer and have made the necessary adjustments on their account. The account now has a balance of $0.00 and we can confirm the account has been closed.

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

  Customer Answer

  Date: 09/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Flexiti did not resolve the issue as per my wishes. They took another payment made as I was not able to cancel the monthly pre-approved payments fast enough. They also charged me another month of interest even after we had been discussing the issue with my account. The resolution I was looking for was for them to waive the $465.35 overcharged in interest on a no-interest promo. Not only have they not done this, but they charged another month of interest.

  As shown ** * ********** in the original complaint, on the day I phoned them and was told they had canceled the promo, the Flexiti customer dashboard still showed the promo as active (* **** ******** *** ********** ** **** ******** ** ****). 

  I want to pursue a formal complaint and possibly legal action against Flexiti as I believe they will continue to act in bad faith *** *** ***** *********.

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

  Business Response

  Date: 18/11/2022

  We have fully reviewed the customer's account. The customer made a purchase on an 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 short paid their payment with a due date of February 15th,2022, in which payment had to be received between the dates of January 25th, 2022, and February 15th,2022, to align with their billing cycle.

  The customer also short paid their payment with a due date of June 17th, 2022, in which payment had to be received between the dates of May 27th, 2022, and June 17th, 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.

  In addition to the equal monthly payment promotion, the customer had multiple regular credit purchases which had to be paid in full before their initial statement due date to avoid any interest. Because they were not paid in full, interest was also charged in connection with these purchases.

  The customer supplied an email as proof that no further interest would be charged, but the email did not display what the customer claimed. The email the customer provided explained that the customer would no longer be charged interest on the regular credit purchase as long as they made a payment of $810.42 and $562.24 before their statement due date of 03/16/2022. Unfortunately, the customer did not meet the required payment amount. After communicating this with the customer, we did waive a portion of the interest as a goodwill gesture.

  If there are any additional questions, we would be happy to help. We can be reached at 1-************ Monday to Friday 9:00am to 9:00pm EST or, Saturday 9:00am to 7:00pm EST.

  Customer Answer

  Date: 28/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Flexiti continues to repeat the same, false information. ** *** ** **** ** *** **** *********** *******, the other purchases mentioned, were paid off immediately after purchase, in full. The only reason the Flexiti card was used outside of the promo was because ******* offered a discount if the purchases were paid for with the Flexiti card. The monthly payment required as part of the promo were paid every month and there was never a missed payment.

  Flexiti - LOOK AT THE FULL TRANSACTION SUMMARY!

  I will not agree to withdraw my complaint and am getting ready to pursue legally as well as go to the media. Admit your fault. It's over. I will NEVER again do business with you and I will make sure I do all that I can to ensure no one else has to deal with your ****** ***** *** ********** practices.

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

  Business Response

  Date: 08/12/2022

  This matter has now been resolved. We have been in touch with the customer and the appropriate adjustments have been made.

  We encourage the customer to contact us directly should they have any additional questions or concerns.

  Customer Answer

  Date: 20/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not yet received the payment from Flexiti. Once the payment has been received, I will be happy to accept the response.

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

  Business Response

  Date: 30/12/2022

  According to our records, an EFT was issued for the customer’s credit
  balance on 12/12/2022. This process generally takes 8-10 business days from the
  date of receipt.

  If
  the customer has yet to receive their refund or has any additional concerns,
  they can continue to contact us directly over email, or by phone at 1-************

  Customer Answer

  Date: 11/01/2023

  
  
  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, I believe it is extremely important to consumers there be a warning about this so-called financing company. They cancel promos at will without cause, they refuse to speak to the customer with respect, they cause unnecessary stress to honest people trying to catch a deal. They are absolutely horrible.

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

• Initial Complaint

  Date:12/10/2022

  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 have flexiti card which one i used to buy furniture from ****** and **** *** . When i bought the furniture i requested for 6 month instalments with no interest but they charged me interest and also insurance cost which I did not apply . Now i am requesting to refund the interest chargers and insurance money which i did not apply . Flexiti agent all the time say talk with insurance company and business and insurance agent say talk with flexiti .
  
  Please help ....

  Business Response

  Date: 19/10/2022

  We have fully reviewed the customer’s account.

  The customer made a purchase on 04/18/2022 that was processed on a 3-month Deferred Payment - No Payments + No Interest Accrued promotional plan. We have been in touch with the merchant and they have confirmed that the purchase was processed under the correct promotional term length.

  The customer was sent monthly statement reminders via email, prompting them to login to the online portal. On every statement, it was advised that the promotional offer expires on and must be paid before the Promotional Expiration Date of July 18th, 2022.

  The customer did not make payment in full by their promotional expiry date therefore, a deferral fee was charged and the Annual Interest Rate on regular credit purchases now applies to any amount that remains unpaid.

  In regard to the ******* ******** premiums, we extend an offer to apply for a payment protection at the moment of the customer’s purchase or online account creation, hence why the ******* ******** Premium charges were appearing on the customer’s account. Flexiti does not receive the premiums as the ******* ******** insurance is dealt by a third party, Trans Global Insurance. Should the customer wish to discuss the premiums further, they are encouraged to reach out to TGI directly.

  Should the customer wish to discuss their account further, they can contact our team directly at ********************@*******.com.

• Initial Complaint

  Date:12/10/2022

  Type:Customer Service 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.

  Hello I am here to complain about Flexi as I have a account with them it was behind payments in the past and now I have a current so I phone customer service to see if the account was current was told it is lock and that I need to pay the remaining amount off and it will still be locked which will mean it will be closed.. oh my issue is why should I pay it off if they’re just gonna close the account anyways seems pretty unfair for me to pay off what is remaining and not to have a count at all after I payed it off so am not happy at all this way this is being handled..

  Business Response

  Date: 19/10/2022

  We have fully reviewed the customer’s account.

  As stated in Section 19 of the Customer's Cardholder Agreement – The customer is in default of the Cardholder Agreement if they: "(a) do not fully pay any payment when it is due; […]". To the extent permitted by applicable law, if the customer by applicable law, if the customer defaults under this Cardholder Agreement. we may take any one or more of the following actions: (a) cancel the terms of all promotions applicable to your Account (including, if applicable, revoking the waiver of any interest by us) and require you to pay your Account balance according to the terms of this Cardholder Agreement applicable to Regular Credit Purchases, including, if applicable, increasing the rate at which interest accrues to the next highest AIR set forth above; (b) require you to pay your Account balance immediately; …(d) suspend or cancel your Account privileges”.

  In accordance with the aforementioned information from the customer's Cardholder Agreement, the customer is in default of the Cardholder Agreement due to the account delinquency and multiple missed payments. As the customer is in default of the agreement, relevant action has been taken with regards to their account.

  Should the customer wish to discuss their account further, they can contact our team directly at ********************@*******.com

• Initial Complaint

  Date:06/10/2022

  Type:Customer Service 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 20, 2022 I discovered I was a victim of identity fraud. The perpetrator applied for a credit card in my name through Flexiti. I was able to cancel the application through Flexiti customer service, and they put a fraud flag on it and provided me with a five digit number. That customer service representative told me to call back once I had filed a police report. Since then, every time I call back they have been unable to help me acquire information on this credit application. I am trying to press charges against the individual who frauded me, and need a copy of the application as evidence. They are telling me they will not do this. I am looking for a resolution to this so that I can press charges against the individual.

  Business Response

  Date: 14/10/2022

  In accordance with Flexiti fraud and compliance policy, the customer is encouraged to file a police report. Once the police report has been filed, we can provide the requested information directly to law enforcement upon receiving a production order.

  Should the customer have any further questions or concerns, the customer can contact us directly at ********************@*******.com.