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:06/10/2022

  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.

  Hi, I would like to submit a complain against Flexiti Financial Inc. I bought a sofa from The ***** under Flexiti Financial Inc. on 24 months interest free installment. At the time of purchase, I was told by the agent that the Administration Fee, Delivery Fee and Taxes has to be paid in full by September 13, 2022 which I did. I was also told that my net purchase amount of $2,199.90 will have no interest for next 24 months.
  
  When I received my Statement (******** ******** ***********) I noticed the amount in the statement where it's mentioned Outstanding Balance of $309.30, this amount verified correct as what I told by the agent. ** *** *** *** in the account summary (******** ******** ********* *******) there was a credit of -$126.00 applied on 6 September and I also made a payment of $183.30 on 12 September, 2022 to pay off outstanding balance of $309.30.
  
  Now I noticed there is an interest amount of $9.37 charged to my account. I called Flexiti and spoke to an agent who was very rude over the phone. I tried to explain the agent what I was told and the agent never tried to listen to solve the issue so this made me really mad and I decided to escalate this to BBB.
  
  On the Statement the total balance is showing $400.97 which includes my 24 months interest free installment too. The amount which I have to pay for installment every month is $91.67. So if there was a miscommunication between the agent and myself, I still shouldn't be charged interest because I am on 24 months interest free. How come they charged interest $9.37? Am I paying interest of 10.22% per month for balance of $91.67?
  
  I request BBB to please look into this issue very seriously and I need a credit of -$9.37 interest charged to my account as I am on 24 months free interest installement. I hope my interest would be reversed and also would like to tell BBB that moving forward, all my payments will be paid on time. Thank you very much.

  Business Response

  Date: 07/10/2022

  We have been in touch with the customer and were able clarify what
  happened on their account, as well as make the necessary adjustments.

  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 1-877-259-3745.

  Customer Answer

  Date: 07/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18161846, and find that this resolution is satisfactory to me. Had the previous agent listened to me in the first place, then ceratinly I would't have to go through BBB to solve this issue. I am very thankful to the second agent who listened very well and managed to solve the issue very gently, appreciated. I have got the credit. I would request BBB to please pass my message to the Supervisor or Manager of Flexiti to hire agents who has the quality of understanding and listening to their customers. Unless and until they listen, problems cannot get solved! I also would like to thank BBB for helping me out by solving this problem, very much appreciated! Thank you.
  
  
  
  Sincerely,
  
  
  
  Mohammed Akbal

• Initial Complaint

  Date:06/10/2022

  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.

  I bought an appliance from ******** **********. I borrowed $15 000 with no interest and no fee for 12 months through Flexiti financial. The receipts can be found below. After a year, Flexiti financial called me and told me they wanted me to pay $21 000 disregarding the contract I had signed prior. If you could contact them that would be great.

  Business Response

  Date: 12/10/2022

  This matter was resolved on October 11th, 2022. We were
  able to contact the customer and reach a mutually satisfactory agreement.

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

• Initial Complaint

  Date:28/09/2022

  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 don't understand why my payments have been allocated to other transactions instead of the first transaction from *** ***** which was purchased on May 24th 2022. The account does not Jive with the payments from my bank from May 27th 2022 to Sept 16th 2022. In total I have made $1800.00 in payments. I feel that they have double dipped my transaction from *** ***** . Can someone please look into this for me as i do have all my receipts and bank transactions. Thank You .
  
  Sincerely,
  ******* ********
  PHONE ************

  Business Response

  Date: 03/10/2022

  We have fully reviewed the customer's account.

  The customer made two purchases on May 24th, 2022. Both purchases
  were placed on 3-month DP - No Payments + No Interest Accrued promotional
  payment plans. The purchases were in the amounts of $124.95 and $ 1,878.40.
  Since the time of purchase, $1,800.00 of payments have been received. The
  purchase of $124.95 has been paid for in full. $212.02 has been allocated
  towards the purchase of $1878.40.

  In addition to the purchases dated 05/24/2022 the customer made
  multiple regular credit purchases with a different merchant dated 05/27/2022
  for $ 463.02 and 08/17/2022 for $ 429.55. These purchases were not subject to a
  promotional payment plan and had to be paid in full before their first
  statement due date to avoid interest charges. Payments were automatically
  allocated towards the regular credit purchases totaling $892.57.

  Additionally, the customer has another purchase dated 07/02/2022
  made under a 6-month DP - S.A.C (Interest Accrues) promotional plan. This
  promotional plan has a higher AIR and is subject to deferred interest. Payments
  were allocated towards this purchase. In total $570.00 was allocated towards
  this plan. The customer has called in and a ticket has been created to have
  this amount re-allocated towards the purchase of $1,878.40.

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

  Customer Answer

  Date: 03/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I do not understand why my payments are not being allocated to the first transaction which was for *** ***** on May 24th 2022.for the canopy $1878.40 and cover.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 14/10/2022

  As stated in the Cardholder Agreement, sent to the customer in their Welcome Email - when we receive a payment from you, we use that payment to pay off your Account balance in the following order: minimum balance due, then (a) interest; (b) insurance; (c) fees; (d) amounts subject to interest; (e) amounts subject to deferred interest; and (f) non-interest-bearing amounts.

  Amounts owing subject to a promotion will be paid in order of highest AIR to lowest, except where an amount subject to a deferred interest promotion is expiring within the next two cycles, in which case such amount will take precedence.

  The customer’s purchase dated 05/24/2022 was made on a 3-month DP - No Payments + No Interest Accrued promotional payment plan. Deferred payment plans that do not accrue interest are considered non-interest-bearing amounts and are not subject to deferred interest. It is for this reason that payments were not allocated towards this promotion.

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

• Initial Complaint

  Date:23/09/2022

  Type:Product 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 tried to order some items via ******* but there was an error. This happened 4 times. ******* didn't receive the order but Flexiti charged me anyway. Where on earth do you have to pay for something that you didn't receive?
  The amounts are as follows.
  
  $54.35
  $558.40
  $558.40
  $513.72
  
  I've been passed from Flexiti to ******* repeating this story since Sept 2, it's now Sept 22. It is as simple as ******* confirming the orders they received from me, that correspond with what was delivered but when Flexiti speaks with ******* they say they can't take the charges off. Flexiti maintains that they cannot take the orders off and expecting me to pay $1684.87 to them for items I did not receive. I am not happy with Flexiti. Each time I call them they say they cannot do anything and to call *******! ** ** ******* **** ******* ** ******

  Business Response

  Date: 29/09/2022

  We have fully reviewed the customer’s account.

  It appears the described transactions were not billed to the customer’s account and were posted as authorizations. Authorizations are deducted from a customer's available credit but are not processed as completed purchases.

  We have been in contact with merchant and have received their confirmation to release the authorizations. The customer’s available credit has been updated to reflect this.

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

• Initial Complaint

  Date:19/09/2022

  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 my name is ********* ******. On September 26th, 2021, I bought a TV from *******, ******* 65 inch. They told me about Flexiti credit card with 12 month no pay same as cash with credit card registration fee of $119.98. Before the due date which is on September 26th of 2022, I got an email from Flexiti, that my account is past due of 2 payments with the minimum payment of $43.55, which means that I have not fulfilled their obligations, in accordance with the cardholders agreement. Once this delinquency is reported, it will affect my credit bureau rating and annual interest rate is continuing to accrue on my outstanding balance. The balance of the Flexiti card is $4149.39. Now, before the due date, they added the interest without letting us know. Now I am being told to pay $5680.40, I talked about this problem to *******, but they told that you have to pay $4149.39 before the due date. Please help us to resolve this problem.

  Business Response

  Date: 26/09/2022

  We have been in touch with the customer directly regarding their concerns with their account. We have reached a mutually satisfactory agreement with the customer. 

  
  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 1-877-259-3745.

  
  

• Initial Complaint

  Date:19/09/2022

  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.

  This is a complaint about Flexiti Financial. I bought a bed at ***** ******* in October 2020 and financed it with this card. It was a no interest, equal payment plan. I was late on 2 payments, but made them up. I just looked at my statement and I was charged about $1200 in interest, which they are refusing to credit me for. I got no notices about this, ** ** * ****.

  Business Response

  Date: 23/09/2022

  We have been in touch with the customer directly regarding their concerns with their account. We have reached a mutually satisfactory agreement with the customer. 

  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 1-877-259-3745.

• Initial Complaint

  Date:29/08/2022

  Type:Product 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 was charged interest on a 0% for 36 months even though i over paid the account.
  Please see below, they said it's because i missed july, but i double paid june by mistake, so whats the diferrence? i was still over in payments.
  
  Feb 09, 2022 Equal Payments, No Interest Feb 09, 2025 Active
  Recent Transactions
  Date Description Debit Credit Balance
  Aug 23, 2022 Interest $52.37 $1,896.99
  Aug 12, 2022 e-Payment $66.00 $1,844.62
  Jun 14, 2022 e-Payment $100.00 $1,910.62
  Jun 14, 2022 e-Payment $100.00 $2,010.62
  May 26, 2022 e-Payment $50.00 $2,110.62
  May 12, 2022 e-Payment $50.00 $2,160.62
  Apr 12, 2022 e-Payment $100.00 $2,210.62
  Apr 06, 2022 Annual Fee $39.99 $2,310.62
  Mar 14, 2022 e-Payment $70.00 $2,270.63
  Feb 09, 2022 Promotional Purchase - ***** $2,340.63 $2,340.63

  Business Response

  Date: 01/09/2022

  Consumer Response /* (2000, 6, 2022/08/30) */
  Flexiti called me and resolved the issue!
  
  Thanks you BBB <3

• Initial Complaint

  Date:23/08/2022

  Type:Customer Service 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 contacted Flexiti inquiring about a credit limit increase as I had recently moved and am needing to purchase new appliances. I asked specifically whether a "hard" credit check would be done and they responded by saying only a "soft" inquiry would be made. To my surprise, I noticed today, August 21/22 that a hard inquiry was made. I would like this hard inquiry expunged from my report.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/09/02) */
  We apologize that the customer was given the wrong information at the time of evaluation for a credit limit increase.
  
  We have written to the Credit Bureau explaining the circumstances and requesting that inquiry be removed from the customer's file.
  
  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 1-877-259-3745.
  
  
  Consumer Response /* (2000, 7, 2022/09/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:15/08/2022

  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.

  The website has been a mess since I have started using Flexiti. This causes a ton of frustration as I can't see my monthly statement or log in at all. When I go to log in I out all my information in and when I press "login" it prompts me to change my password. Firstly it was just accepting my new password but wouldn't let you log in with it so it was a circle of logging in with old password, creating new password, it not working, logging in with old password, prompting for a new password and on and on... NOW it still prompts me for a new password but will not even accept any new passwords saying "it doesn't meet all the requirements" which it does. I've tried numerous new passwords always meeting the requirements and it will not let me change it.... I called customer service almost a year ago and they said they were having issues with their website and its still NOT FIXED!

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/08/25) */
  We have attempted to reach the customer directly to assist with their login concerns. We will need to speak to the customer on the phone in order to troubleshoot the login process.
  
  We request that the customer email us at ********************@*******.com to set up a call date and time. A dedicated specialist will then contact them at their desired time to assist with their concerns.

• Initial Complaint

  Date:11/08/2022

  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 a loan with this company which has been paid in full for a year. They are still taking my money on a monthly basis. I have called month after month, and have to email each month to get my money back. they tell me they will refund the money and close my account but each month this continues. I have been to the bank and they can't even put a stop payment because they change the withdrawal numbers each month Flexiti says as of today that I am e-transfering them the money and again my account is not closed. So far they have refunded me over 900.00. This has to stop please help me I have done everything to put an end to this and each month there is another withdrawal with no end in sight

  Business Response

  Date: 21/08/2022

  A specialist is working on this customer's case to assist with a resolution.
  
  
  
  Flexiti does not arrange the customer's pre-authorized payments. Such arrangements are made between the customer and their bank.
  
  
  
  The merchant at which the customer made their purchase assisted with setting up the customer's payment arrangements. We have contacted the merchant for further details to investigate a solution for the customer.
  
  
  
  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 1-877-259-3745.

  Customer Answer

  Date: 31/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Tjey wanted to set up a meeting 3 way with flexiti and the jewelery store arranged for 2pm. On Sept.22 I received a call from flexiti only just saying they are working on it. So far no resolution we will see if another withdrawal is made within the next couple of weeks.a

  Business Response

  Date: 19/09/2022

  We have been in touch with the customer regarding the payments being withdrawn from their bank account and applied toward their Flexiti account. As previously stated, Flexiti does not arrange the customer's pre-authorized payments. Such arrangements are made between the customer and their bank. We have offered to contact the customer's bank to explore a solution. This offer was refused.

  We have been in touch with the merchant at which the customer made their purchase. The merchant advised that the client has to verify with their bank how the payment was set up as they do not do pre-authorized payments.

   

  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 1-877-259-3745.

  Customer Answer

  Date: 12/10/2022

  
  
  Complaint: ********
  
  
  
  I have been here before with still no results between flexiti and ***** jewelers they keep taking money from my account. there was not meeting held between Flexiti and ***** and myself, just a call from Flexiti saying they are looking into it. Flexiti sent me a new card thinking that would work of course it wouldn't. I've emailed *****, been ****** at by them, been ****** at by flexiti. but I'm the ****** that keeps losing money I've done everything in my power that I can. The bank can't stop the payment because they change the number every month. I'm at my witts end with these people and want it to stop immediatly. I have to keep emailing asking for my money back and it keeps being withdrawn every month. This has been over a year of this someone has to know how to close an account.

  Business Response

  Date: 28/10/2022

  We have contacted the customer in hopes of finding a solution to have the automatic payments stopped. As previously stated, Flexiti does not arrange the customer's pre-authorized payments as these are set up between the customer and their bank. To clarify, Flexiti does not keep the customer’s banking information on file and withdraw payments, the customer has an existing pre-authorized arrangement with their bank to send monthly payments to Flexiti. Our team has had a specialist look into the customer’s account to find a resolution, but no resolution is possible on Flexiti’s end without direct consultation and assistance from the customer’s bank. Our offer to contact the customer’s bank was refused.

  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.