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:15/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An interest free loan, charged on the very first statement for my purchase in 2023.
  
  ********** charges on my credit card for creditor protection. Flexiti repeatedly told me that the charges were agreed to by me electronically with my purchase.
  I asked to cancel the insurance I was told that could only be done by calling ***** ****** Insurance. I called ***** ****** and was advised that the creditor protection was agreed to in 2021 with my ****'s purchase and would end when paid in full. It was paid off in 2023, however, in April 2024 those charges began appearing, even after the loan had been repaid in full in 2023.
  
  I was directed to ***** ****** to cancel, however, it is to be noted that the documentation states that I just need to inform Flexiti or ***** ****** in writing of my desire to cancel. If the charges were deemed as anything but ********** by Flexiti that would mean that the Flexiti Financial is admitting to having so little control of their processes that no one not even their partners should consider using them ever again.
  
  While talking to ***** ******, a company I had no contractual business with after the loan in question was fully paid in 2023, I was able to verify via their website and verbally with them on the phone that they did not have my email. They imply that Flexiti Financial controlled the relationship between myself and ***** ****** Insurance they indicated that the insurance premiums payments were suspended by Flexiti in 2021 without notification to the client.
  It was further discovered that while no longer a client of ***** ****** and them not having an email for me that Flexiti Financial violated my privacy by giving them my email without my consent.
  
  Engaged in ********* behaviour by the application of ********** charges because of which paying minimum payments would either not pay down the balance and in some cases increased said balances.

  Business Response

  Date: 23/01/2025

  Hi *******,

  Thank you for reaching out and sharing your concerns. Upon reviewing our notes, we can confirm that your account was restructured through a Customer Assistance Program (CAP), as communicated via email on January 14th, 2025.

  We assure you that Flexiti operates strictly within its policies, and we can confirm that your account has been closed as per your records.

  If you have any further questions or require additional clarification, please don’t hesitate to contact us. We appreciate your patience and understanding.
  

  Sincerely,

  Samuel

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ***** Scarborough to get appliances on May 18, 2023. I made purchases for $4000 with 18 months no interest repayment plan. Now at 18th month when I wanted to make payment I see a total charge of $5500 plus. They charged me creditor insurance every month in the range of $70 per month. I never signed up for this. On may 2023 I received an email from flexit about the insurance subject " Simply Secure Insurance certificate" As the subject is not flexity nor ***** i didnt even open that email. I missed reading it assuming its another junk email. At the store no one told me about insurance. I dont even what that covers. They asked me to send to write an email to cancel the insurance and stop monthly charges. I did not write to any one to add this. The sales person got digital signatures when placing the order and never said anything. Its my mistake that I did not read the email. But its also the ***** mistake that they added a service without telling me.

  Business Response

  Date: 15/01/2025

  Thank you for bringing this to our attention. I understand how concerning this situation has been for you, and I want to sincerely apologize for any inconvenience caused.

  After reviewing your case, I can confirm that it is currently under investigation. Based on the initial findings, it appears there was an error made by the agent at the time of your purchase. We will be issuing a refund for the creditor insurance charges that were added without your clear consent.
  I appreciate your patience as we finalize the investigation and process your refund. I will personally follow up with you once the refund has been completed or if additional details are needed.

  If you have any further questions or concerns, please feel free to reach out. Thank you for giving us the opportunity to make this right.
  

  Best regards,

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sep 15, 2024 I made a purchase for 225 dollars. It was set to 3 months payment.
  I kept getting my statements where they say, paraphrased:
  "Current payment amount: Pay this amount to avoid any additional interest charges and have the benefit of a grace period on new purchases."
  
  This payment was for 209. I kept paying 250, in time.
  
  This month I got a current payment amount of 348.48 plus interest for 19.78.
  
  I called, got answered by the most rude customer service employee, and was told that even if the statement says what it says, I didn't pay the purchase within the stated period and I was responsible for knowing how much I owed at that point. That I shouldn't trust the statement.
  
  I think this practice is very shady, to make customers lose track of what they owe. The amount in the statement included this new purchase, but the current payment amount is deliberately excluding it in ***** * ****** ** * ****** ** **** **** ********* *** ********.
  
  There is a section where they mention it later in the statement. Small print. Still not clear enough about what you should be paying to stay in positive standing.
  
  I think this is an abuse and it should be fixed immediately. The current payment amount should include everything, so you don't have to go in and manually add values or risk falling into debt.

  Business Response

  Date: 15/01/2025

  Dear ********,
  Thank you for reaching out and sharing your concerns. I’m sorry to hear about the confusion with your billing statement and your experience with our customer service team.

  I’ll be reviewing your call with the agent to address the interaction you described, as we’re committed to treating every customer with respect and care. Additionally, I’ll look into the issues you raised about our statements to ensure they’re as clear and transparent as possible.
  If you have any further details or need help resolving the charges, please don’t hesitate to reach out. I’m here to help and want to make this right for you.
  

  Thank you for bringing this to my attention.

  Samuel 

  Customer Answer

  Date: 15/01/2025

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

• Initial Complaint

  Date:06/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been asking to close my account since 2022 after they sent me to the fraud department. Initially, they missed posting my final payment to a payment plan that would have settled my whole account. I called customer service and they sent me to the fraud department because I said the wrong address - which I just moved after the height of COVID. I knew my old address, but were still asking for ID - which I sent - but not good enough. I was getting laughed at my customer service and spent much time on the phone with them.
  
  Even though they did post the payment, I asked that I close my account numerous times. In many circumstances they would not reply to my email for a month.
  
  Last year, even though I asked that I close they account, they charged me services charges. On April 25, 2024, I was sent an email that confirmed that account was closed. They wanted me to send bank account information to send me my $11 credit, which I replied that I did not feel comfortable with that and told them to keep it (along with the $25 service fee that they charged me)
  
  I have been still getting billing invoices (even though) with credits - even though I asked it to be closed. I contacted them again November 19th about closing my account, which they replied Dec 19th that I had to call them again. I am not calling them to go through the same interactions I had two years ago. I just want my account permantantly closed and left alone by this company

  Business Response

  Date: 15/01/2025

  Thank you for reaching out and sharing your experience. I’m truly sorry for the frustration and inconvenience you’ve endured throughout this process.
  

  I want to confirm that your account has now been permanently closed. You will no longer receive invoices or communication related to this account. I’ve also ensured that no further charges will be applied.

  Your feedback is important to us, and I will review your case to address the delays and challenges you faced. Please don’t hesitate to reach out if you have any additional concerns.

  Thank you for your patience, and I apologize again for the trouble this caused.

  Best regards,

  ****** K.

  Customer Answer

  Date: 15/01/2025

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

  Customer Answer

  Date: 22/01/2025

  Complaint ID: ******** On January 15th, I accepted a resolution that Flexiti was to close my account and I would not get anymore statements. However, as a few minutes ago, I just got another monthly statement for February. My account is not closed as promised. They have also communicated with me with this statement, which they promised they would not do

  Business Response

  Date: 28/01/2025

  Hi ******,

  Thank you for reaching out and bringing this to our attention.

  Upon reviewing your account, our records indicate that there is still a remaining balance of $11.11. This balance is why you are continuing to receive monthly statements. Please note that statements are automatically generated for accounts with an outstanding balance, even if the account is in the process of being closed.

  Once the balance is fully cleared, no further statements will be issued, and the account closure process can be completed.
  If you have any questions or need assistance resolving the remaining balance, please don’t hesitate to contact us. We’re here to help.
  

  Sincerely,

  ****** K.

  Customer Answer

  Date: 28/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I told them to keep the credit of 11.11 because they wanted my banking information for the refund. I will not give my banking information to this company. Please keep $11.11 (even though I had a higher credit, but they took $25 service fee last year, even though I tried to close the account for two years)
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 07/02/2025

  Hi ******, 

  Thank you for your response. I am sending you this message to confirm that your account has been closed. Please be aware that you will be receiving one last statement next month to confirm that the account has been closed without a balance owing.

  Kind regards,

  ******

  Customer Answer

  Date: 13/02/2025

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

• Initial Complaint

  Date:06/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flexiti Financial has been sending me account statements which I have paid immediately and for more than the minimum amount and then the following day sending me an email claiming that my minimum payment is 1 day late and penalizing me with ridiculously large interest charges. Regardless of the statement claiming that I have over a week for the payment to be due.
  When contacted they claim they sent out their account statements a month late and it’s up to the customer to log into their account to see their account statement which they’re website portal doesn’t work 90% of the time. As of this moment a payment I made in November of $160 hasn’t even been registered towards my account balance and is just missing. **** ***** ** **** ******* ******** ********** ******* ********* ** ******* * ****** **** *** ***** *** *** ****** ** **** ***** ***** *** ****** ******** *** ****** ** **** *****

  Business Response

  Date: 15/01/2025

  Thank you for bringing this to our attention. I’m sorry to hear about the challenges you’ve faced with your account and the confusion around your payments and statements. I can understand how frustrating this must be.

  I’ll review the issues you’ve raised, including the missing payment and the concerns about interest charges and statement timing. I’ll also investigate the functionality of our online portal to ensure it’s reliable for customers like you moving forward.
  If you have any additional details or specific information about the November payment, please feel free to share them with me so I can assist in resolving this as quickly as possible.

  Your feedback is incredibly important, and I’ll do everything I can to address your concerns and improve your experience.
  Thank you for your patience, and please don’t hesitate to reach out if you have further questions.
  Best regards,

  Samuel

  Customer Answer

  Date: 15/01/2025

   

  I accept their response as I have paid the amount owed in full, I as a responsible consumer will not EVER do business again with Flexiti financial and will warn other consumers of their ***** practices and tactics in hopes that others don't become taken advantage of like myself.

   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:02/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a phone from ***** via Flexiti Financial in July 2022. The phone including the insurance was for $1900 CAD. I have been paying $120+ per month ever since, despite that the owing balance still shows up as $1681 after 2.5 years of paying $120+; so far I have already paid $3600 but fail to understand why I still have an owing balance. Please help me out with this, I am a senior citizen and do not know why I am still going through this, their customer service employees are pathetic and do not help with anything at all. They are taking advantage of me being a senior citizen and I do not want to ruin my credit history either.

  Business Response

  Date: 23/01/2025

  Hi *******, 

  Thank you for bringing this to our attention. After reviewing your account, we can confirm that your balance is currently -1,671.98 CAD, meaning you have overpaid.

  We have contacted our Client Care team on your behalf, and you should be receiving an email shortly to process the refund for this overpayment.
  We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve this matter. If you have any further questions in the meantime, please don't hesitate to reach out.

  Thank you for choosing Flexiti.

  Sincerely,

  ******

  Customer Answer

  Date: 27/01/2025

  Regarding the resolution provided by Flexiti, I am not satisfied. They are offering a credit of -$1,671.98 CAD to be applied toward the alleged outstanding balance on my account. However, this does not address the extra amount they have overcharged me over the past several months. Unfortunately, I am currently unable to access my Flexiti account due to their system issues (********* * ********** ***** *** *********). Otherwise, I would have provided an exact figure for how much I have overpaid.
  
  In conclusion, I seek a fair resolution. I am requesting that the outstanding balance on my account be nullified (-$1,671.98 CAD) and that I receive a refund to my bank account for the additional amounts I have overpaid over the past few years - I should only be charged for what was on the contract of my product purchase (********* ******* *****).
  
  For years, Flexiti has ruthlessly taken advantage of me and my age as I am a senior citizen. Whenever I reached out to their customer service, they failed to provide any resolution. Instead, I was repeatedly told to pay the amount shown on my statement or risk ruining my credit history—leaving me feeling as though I had no choice. They have consistently exploited my situation by manipulating me into paying extra, causing me constant distress. It wasn’t until I shared my struggles with a friend, in tears, that she recommended I reach out to the BBB.
  
  I kindly request the BBB's assistance in helping me receive what I rightfully deserve.
  
  I would really appreciate your help in resolving this matter!
  
  Kindly resolve this matter at the earliest and relieve me of this financial and mental distress..
  
  Thank you!

  Customer Answer

  Date: 10/02/2025

  In reference to our previous conversation, I wanted to provide you with an update on the recent developments. I received a call from ******* (Case Manager, Flexiti) while at work, during which they offered me a resolution. I requested that they send me a detailed email outlining their proposal, which I have now forwarded to you for reference.
  After reviewing the details provided by Flexiti, I am deeply dissatisfied with their proposed resolution. Their proposal is unacceptable. While they have agreed to waive the interest charges of $1,768.07, this does not fully compensate for the overcharges I have endured.
  
  ** *** *** *** ** *** ******** invoice, the original purchase price of my phone, including ********* insurance, was $1,862.24 CAD. However, Flexiti’s breakdown of transactions on my account reveals that they have charged me $5,499.33 CAD (Purchases: $2,794.46 + Fees (annually): $74.97 + Interest: $1,768.07 + Insurance: $861.83). This means I have paid nearly three times the original cost of the phone, which is completely unreasonable and exploitative.
  
  What I fail to understand is how the interest charge alone amounts to $1,768.07— which is 95% of the phone’s full purchase price! How is this even justifiable? How does a financing company justify charging nearly the entire cost of an item again, just in interest? **** ** ****** ********** *** ******* **********
  
  Moreover, Flexiti has acknowledged overcharging me yet has only offered to remove the interest. This is not an acceptable resolution. Their own payment records show that I have already paid $3,852.34, which is more than the actual cost of my purchase. **** ** ******* ****** Flexiti has knowingly and systematically overcharged me, pressuring me into excessive payments under the threat of credit score damage.
  
  I request a full and fair resolution, which includes:
  
  Nullifying the alleged outstanding balance ($1,671.98 CAD).
  A full refund to my bank account for the excess payments I have made beyond the actual cost of the phone and insurance ($1862.24).
  For years, Flexiti has exploited my situation, manipulating me into making unjustified payments through ********* practices. Their representatives repeatedly dismissed my concerns and pressured me to continue paying, leaving me feeling trapped and financially burdened. If I had not escalated this matter, I have no doubt they would have continued to exploit me indefinitely. * ***** ******* *** **** ****** *** ******* ** **** ***********! Someone has to put a stop to this.
  
  I trust that the BBB will advocate for a fair resolution and ensure that Flexiti is held accountable for their actions. I appreciate your continued support in helping me receive the refund I rightfully deserve.
  
  Please let me know how we can move forward with addressing this matter in full.
  
  ******* **** 

  Business Response

  Date: 12/02/2025

  Hello, 
  As outlined within the communication sent by our Customer Care Team and verbally explained by a Customer Care Representative, the total charges on the account are for two purchases ($752.58 and second purchase of $1,862.24 + admin fee $179.64), not only one (the sale of the phone). There was an underpayment of ($0.35) which resulted in a broken promotional plan, causing interest which we are agreeing we waive in full ($1,768.07). The remaining amounts are a total of purchases, annual fees and insurance in which the customer was advised upon at the time of application (within Terms and Conditions), purchase confirmation emails and insurance confirmation emails. As mentioned, the interest will be waived in full, but anything additionally will not as this was communicated and agreed up by the customer. Flexiti will not be waiving any additional funds. If the customer wishes to dispute insurance charges, they are to contact *********** Insurance at 1-************ between the hours of 8am – 5pm (MT) or via email at **********@********************.ca., which is the service in which Flexiti uses to underwrite the sale of insurance products.
  
  Thank you, 
  Flexiti Services 

  Customer Answer

  Date: 24/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am writing in response to your recent email regarding the resolution offered. While I appreciate your willingness to waive the interest charges of $1,768.07, your proposal still does not fully address the excessive payments I have made.

  
  To clarify:
  1. The original invoiced amount for my purchase was $1,862.24. There was no mention of a $179 administration fee in my contract. The contract itself serves as proof that this fee was never disclosed to me at the time of purchase. If this charge was legitimate, why was it not transparently stated in the contract or invoiced?
  2. Regarding the alleged “underpayment” of $0.35, why was I never notified of this at the time of purchase or via email before the purchase was finalized? There is absolutely no record of this so-called underpayment, and no communication from Flexiti informing me about it.
  3. Even accounting for annual fees and insurance, there is no justification for the fact that I have been paying over $100 per month since July 2022. To date, this totals more than $3,100, which is nearly double the original purchase price of $1,862.24.
  

  Even if you waive the $1,768.07 in interest charges, I have still paid far beyond the agreed-upon amount in my contract. For a fair and just resolution, I demand a full refund of any amount paid over and above $1,862.24.

  Please review this matter carefully and provide a resolution that truly reflects the overcharges I have endured. I expect a prompt response addressing my concerns.
  
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 26/02/2025

  Dear *******,
  
  This email concerns
  the ongoing dispute regarding the charges on your account.
  
  We had reviewed your
  account and as a final offer, we offered to remove all interest charges.
  If you wish to
  contest the insurance charges, you will need to contact *** directly, as they
  are the provider of the insurance and responsible for those fees.
  They can be reached at 1-************ (tollfree)
  from 8am-5pm MT (10am-7pm ET)
   or by email at **********@********************.ca
  
  Sincerely,

  *******

   

  Customer Answer

  Date: 02/03/2025

  
  
  Complaint: ********

  
  I am rejecting this response because:

  Hi *******,

  I appreciate your response, but your proposed resolution remains entirely inadequate. Waiving the interest charges does not justify the excessive overcharges I have incurred.

  To reiterate: the insurance charges do not justify the fact that I have paid nearly double the original purchase price. Even if you deduct the insurance fees, how do you explain the additional charges under "purchases"?

  Let’s break this down clearly:

  • The phone was purchased in July 2022 for $1,862.24.

  • It is now March 2025—a total of 32 months.

  • I have paid over $100+ per month, which exceeds $3,200.

  This is completely unjustifiable and unacceptable.

  Furthermore, regarding the insurance charges—it is not my responsibility to contact *********** Insurance (***). I financed my purchase through Flexiti, not ***. My contract is with Flexiti, and therefore, Flexiti is accountable for these overcharges. It is unacceptable for you to deflect responsibility when the billing and financing were handled by your company.
  I demand a full refund for any amount paid over and above the original purchase price of $1,862.24. Flexiti has failed to provide a reasonable explanation for the excessive charges and must take full responsibility for the overpayments.

  I expect an urgent resolution and a detailed response explaining how Flexiti intends to fully reimburse me for the unjustified additional charges. If this matter is not resolved fairly, I will escalate it further by taking this to public.

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

  Business Response

  Date: 06/03/2025

  Dear *******
  
  The final offer we can make to resolve this case is to waive the $1768.07 of interest and the administration fee of $179.64, although the administration fee is a valid service charge for financing.
  Regarding the insurance charges, as mentioned previously, they are from a third party. You will need to contact them directly to cancel the insurance, (which is still active on your account), and request a refund. You selected the insurance during your instore purchase at **** **** 07/05/2022, you have received a monthly statement since then reflecting the insurances charges.

  Please contact *** at 1-************ (tollfree) from 8am-5pm MT (10am-7pm ET)
  You can also reach *** by email at **********@********************.ca

  
  Sincerely,

  *******

  Customer Answer

  Date: 07/03/2025

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

  Hi *******,
  
  As I have stated multiple times before, I have no connection whatsoever with ***********. I was also completely unaware that any insurance was handled by a third party and not by Flexiti. I have repeatedly questioned my bill to your customer service representatives and have always received an abrupt and negative response. I was pressurized to pay the monthly bill or ruin my credit history. This is why I escalated the matter to BBB. 
  
  My contract is with Flexiti, not any third party, and therefore, any extra insurance charges applied should be handled directly by you. The fact that I have paid over $3,200 in the last 32+ months—which is more than double the cost of the phone itself—is completely unreasonable. I am simply requesting a fair resolution, which is a refund of the extra payments I have made.
  
  At this point I just feel like I’m repeating myself. This is a very ********* business practice and customer service. I find it extremely frustrating and stressful. 
  
  Once again, I maintain my stance, I demand a refund of all the money I have paid over and above the contract. I’m hoping we can resolve this matter amicably so that I do not escalate it any further.
  
  Thanks,
  ******* *****
  
  

  Business Response

  Date: 12/03/2025

  Dear *******

  The final offer we can make to resolve this case is to waive the $1768.07 of interest and the administration fee of $179.64, although the administration fee is a valid service charge for financing.
  
  Regarding the insurance charges, as mentioned previously, they are from a third party. You will need to contact them directly to cancel the insurance, (which is still active on your account), and request a refund. You selected the insurance during your instore purchase at Jump Plus 07/05/2022, you have received a monthly statement since then reflecting the insurances charges.
  Please contact *** at 1-************ (tollfree) from 8am-5pm MT (10am-7pm ET)
  You can also reach *** by email at **********@********************.ca
  
  Sincerely,
  *******

  Customer Answer

  Date: 28/04/2025

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

  Dear Flexiti Team,
  
  I am writing to formally reiterate and document my concerns regarding the mishandling of my account and the continuation of ********** practices.
  
  Flexiti proposed removing the $1,800+ in interest charges associated with my purchase. Based on the breakdown they provided, excluding the flexiti interest the total of my original charges—including the phone purchase, *** insurance, and applicable fees—amounts to $2,798.60. Although I didn’t agree with this charge either because the phone was for $1862 but I reached a middle ground because Flexiti agreed to waive off the interest charges of $1800+; which meant I’m supposed to receive a refund of the amount paid over and above $2,798.60. 
  
  However, since July 2022, I have already paid over $3,200 towards this account. If Flexiti has truly waived the interest (which they claim to have), then my total obligation should be capped at $2,798.60. Accordingly, I am owed a refund for the amount paid over and above this figure.
  
  Despite raising this issue multiple times, Flexiti has failed to address this discrepancy or refund the extra amount I have paid. Instead, Flexiti continues to act in bad faith by retaining the overpaid funds, even after acknowledging the removal of the interest charges.
  
  I demand a clear and immediate resolution, including the full refund of the excess amount paid above $2,798.60. Failure to resolve this matter promptly will leave me no choice but to escalate this case publicly to ensure others are made aware of Flexiti’s ********** billing practices.
  
  To be clear, *** has also refunded $145+ to my flexiti account which will be deposited to my method of payment along with your (flexiti’s) refund.

  I expect your urgent response and a detailed plan for your (Flexiti’s) refund process.
  
  Regards,
  ******* *****

  Business Response

  Date: 30/04/2025

  Hello,

  We understand your concerns regarding your account and the associated insurance charges. We want to assure you that we have thoroughly reviewed all our records, including our previous communications with you via email, phone calls, and responses to your BBB complaint.
  
  We recognize the importance of clear communication and want to confirm that Flexiti has gone above and beyond to assist you. As we’ve previously stated, all interest charges on your account have been waived in full. We genuinely hoped this resolution would address your concerns.
  
  We also understand you have questions about the insurance charges. We want to clarify that the insurance services were utilized by you since 2022. While we’ve made significant efforts to resolve the interest issues, further adjustments to insurance charges are unfortunately beyond Flexiti's scope at this point, as previously communicated and agreed upon.
  
  For any disputes related to insurance charges, we kindly request that you contact *********** Insurance directly. They are the underwriters of our insurance products and are best equipped to address specific questions or concerns regarding those charges. You can reach them at 1-************ between 8am and 5pm (MT) or via email at **********@********************.ca.
  
  
  Thank you

  Customer Answer

  Date: 11/06/2025

  
  As mentioned in my previous correspondence, I have already resolved the *** matter independently - without any assistance from Flexiti.
  
  Regarding the interest fees charged by Flexiti, they seem to be referring to waiving the outstanding interest amount, which was addressed in our initial complaint. However, my request pertains to a refund of the interest fees I have already paid—above and beyond the phone’s total cost.
  
  According to Flexiti’s first email, once the interest fees were waived, the total payable for the phone was approximately $2,800+. However, to date, I have paid over $3,300+. I am therefore requesting a refund for the excess amount I’ve paid—at least $500.
  
  I’m genuinely confused as to why Flexiti keeps shifting the narrative. It’s been over six months, and this issue should have been resolved by now.
  
  Kind regards,
  ******* ****

  Business Response

  Date: 11/06/2025

  Hello,

  Flexiti has resolved this case. We have
  removed the entire amount of interest that was charged to the account. The
  customer's statement regarding interest charged is inaccurate as the referenced
  interest amount was not charged. As the interest has been removed, there will
  be no further waivers. We will not waive interest charges that were not applied
  to the account. Flexiti is closing this case.

  Thank you,

  Flexiti

  Customer Answer

  Date: 12/06/2025

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

  Hi, thank you for your response.
  
  However, I would appreciate clarification on one key point: In Flexiti’s initial email (******** ********** *** *********) it was stated that the total charges for the phone—including the device cost - $1862.24, *** insurance - $861.83, and admin fees $74.97—amounts to approximately $2,800+ (******** * *********** ** * **********). Based on that figure, I should not have paid significantly more than that amount.
  
  Yet, when I review my payments to date, they total over $3,300+, which leaves a considerable discrepancy of $500+. Could you please clarify why this difference exists?
  
  If the interest has indeed been removed, as stated, I would expect the total I’ve paid to reflect the accurate final amount. I’m simply requesting a breakdown that explains this “inconsistency”.
  
  Looking forward to your response.
  
  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 18/06/2025

  Hello,

  We have resolved and closed this case. There is nothing further Flexiti can do.

  Thank you

• Initial Complaint

  Date:05/12/2024

  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.

  Flexiti offers 0% financing so I signed up for their credit card to use at several retailers they offer financing through.
  
  For some reason, two of my orders did not go through on the card as 0% financing, so I now have a non promotional balance that is now collecting interest.
  
  I have contacted flexiti multiple times and they refuse to help me and keep telling me to contact the retailer I purchased my orders through to fix the interest rate.
  
  I want this balance fixed and switched to the 0% finance rate that I signed up for with this credit card.

  Customer Answer

  Date: 05/12/2024

  Hi there,

  I have contacted both ******* (the retailer) and flexiti. They are both refusing to take responsibility. I recently had a BBB with ******* and they emailed saying they cannot help. I have ******** the email from the retailer saying that flexiti is the one who needs to correct it. 

  Business Response

  Date: 16/12/2024

  Hi ****,

  Could you please confirm your account ID? I will personally go a head an further investigate into this matter.

  Thank you for your paitence. 

  Kind regards,

  Samuel

  Customer Answer

  Date: 16/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I need to give them more information as per their last request. 

  Where do I find the account ID? The only information I can see on the statement is the credit card # which is **** **** **** ****.

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

  Business Response

  Date: 30/12/2024

  Hi ****, 

  After reviewing the details provided, I noticed that the name associated with the Flexiti Card number you provided is registered under "*********." To ensure we comply with privacy and security regulations, we need to confirm the ownership of this account before proceeding further.

  If the account belongs to *********, we will need to communicate directly with her to address the issue. Alternatively, if there has been an error or misunderstanding regarding the account ownership, please provide additional details to help us clarify and resolve the matter promptly.

  We value your business and are committed to finding a resolution as quickly as possible. Thank you for your understanding, and we look forward to your response.

  Sincerely,

  Samuel

  Customer Answer

  Date: 06/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: more information is needed.

  Hi,

  This is ********* ******.

  **** ******** is my Billing Manager and business partner. I called Flexiti and spoke with someone at customer service a few weeks ago and added **** ******** as an authorized user to my account. The person I spoke with confirmed that **** is listed on my account, so please check your records again so that we can proceed with a resolution. 

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

  Business Response

  Date: 23/01/2025

  Client Care Team has reached out to the customer to process new sale/transactions on corrected terms but customer has been unresponsive in reply as voicemails and emails have been sent on next step to connect for resolution. 

  Customer Answer

  Date: 24/01/2025

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

  Please see the ******** email sent back from **** regarding booking a call with flexiti to resolve this issue. We have provided dates and times that work for us to speak to a representative. Thanks 

  Sincerely,
  
  
  
  ******** ****** C/o **** ********

  Business Response

  Date: 18/02/2025

  This was resolved 02/05/2025 by one of our Case Managers.

  Customer Answer

  Date: 18/02/2025

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

• Initial Complaint

  Date:10/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged with high accrued Interest charges, when the issue is primarily with the reporting of details in the statements and not following up with the customer on time, at Flexiti's end.
  
  They make assumptions that favour them and I am being charged for the reporting issue at their end.
  
  I have made all the payments on time for the second transaction and they are not realizing that the issue was with the last payment of the 1st transaction, for which they should have followed up in 2023.

  Business Response

  Date: 16/10/2024

  Based on the customers interactions with response team, the compliant is now considered resolved. 

  Customer Answer

  Date: 16/10/2024

  
  
  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:25/09/2024

  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 purchased an engagement ring from ******* ******* through their flexiti card as the salewoman and the manager both told me that the card was no interest and dont worry for a year then afterwards its a normal credit card. Purchased the ring and paid for it but due to it being a custom made ring i did not receive the ring for about a month. So after 11 months after having said ring i get the bill from flexiti with massive increases with whats owing. Find out after calling that its deferred interest and not no interest. Contact them a few times with complains to managers about being lied to and not told about it, got rude responses back. Called a few ******* locations in ottawa and asked about the card every call said no interest and no worries. I have paid off all of my original bill that was owing on the ring only balance left is the fees and interest they are trying to charge me. I would like have them removed as i was not aware of all the extra charges. Also this is a charge for a replacement ring from ******* the first ring i got fell apart within a week of getting it, so this is a replacement ring i ordered through the manager at the location i got it from. Thank you, hope to hear back soon.

  Business Response

  Date: 02/10/2024

  Case manager has been engaged and spoke with customer, based on conversations an agreement has been settled and we consider this compliant closed. 

  Customer Answer

  Date: 04/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don't agree with the amount given to clear the balance. The interest on the card would put the amount owed to under 500$ not close to 900$ for the time after I paid the balance of my card.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 04/10/2024

  Since rejection an agreement has been settled upon. Thank you.

  Customer Answer

  Date: 10/10/2024

  
  
  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:14/09/2024

  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 was refused a Flexti card.
  
  I was told by Hussan supervisor from Ontario I was not allowed a card, but my family members would be.
  
  I have no children yet so this comment did not make sense. There was no further discussion. This occurred in early 2024.
  
  There was a run around about card activation and verification. I gave company necessary information.
  
  I am a customer with good standing and credit. I would need a detailed explanation and for the explanation to be made available to the BBB and the general public.

  Customer Answer

  Date: 18/09/2024

  ****** ****** ******** ** ********* **** ******* **** ********* 
  
  I would like a comprehensive detailed explanation why the application denied. Why would the supervisor Hassen from ON tell me only my family members are allowed when I am still single. 
  
  Hassan’s comment is bizarre.  His comment does not make sense. 
  I have consulted with my support people and am prepared to contact news media, television, radio, newspaper, internet about Hassen’s comment.

  
  *******

  Business Response

  Date: 26/09/2024

  Our deepest apologies on your experience, *******. We would like the opportunity to investigate further and make this right, but are unable to locate your account based on information provided. Can you please send us an email to **********@*******.com and we will arrange for a call out to locate your application. 

  Customer Answer

  Date: 09/10/2024

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

  I sent an email to Flexeti / Client care department today and am awaiting a response. 
  

  I would information on how to open an account and what are the next steps. I can answer any questions you may have by phone appt or by email. 
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 16/10/2024

  Hello, 

  Thank you for your response, based on the email sent we are unaware of which type of account you are seeking. Next steps will be sent via email directly. 

   

  Customer Answer

  Date: 24/10/2024

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

  I am updating the case. I am working with ******* but there is still no successful resolution from the ******* store in Regjna. Staff said I already have account.  They want me to come into the store on Sunday October 27th.  The case should remain open until I find out the result after Oct. 27th. I will contact ******* the result as well after Oct. 27th reapplication. 

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

  Customer Answer

  Date: 12/11/2024

  I have passed this file to my accounting team to find out why my application was denied by *******.  
  

  I operate a successful business.  
  

  Unfortunately, this process is time consuming on both ends.  Everybody is busy, but I have wait for my accounting team to get back to me.

  I am sorry for the delay and inconvenience caused.  
  

  I will keep you updated as soon as I find out. 
  

  Thank-you for your patience and offering your services.  

  Business Response

  Date: 14/11/2024

  Our Customer Care team has aided the customer in the application process, and moving towards resolution. Based on application and adjudication requirements we cannot disclose reasons for a declined application in the event of this outcome. 

  Customer Answer

  Date: 03/12/2024

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

  I have consulted with my Accountant and his office.  After his office has reviewed the denial of the Flexeti card and given my successful retail business, we would like an explanation and reason of why I was denied the Flexeti card? Any information that is false and untrue we would know right away.  I have sufficient information to prove that I have good standing, particularly in my retail clothing and footwear business.  My accountant said he is willing to write a letter on my behalf and send it to the appropriate people in your company.  Please reply at your earliest convenience and please let us know if you need additional information from us.   Thank-you. 

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