Flex

Company is not up front about their own processes and seems to change rules on the fly.

I signed up in February to use for March rent. No issues getting approved and account created. March 1 rolls around and Flex says they can’t charge my card. This leads to several hours of deep diving on my end as Flex showed me evidence of the attempts but my bank didn’t show any attempts on their end.

It turns out Flex doesn’t actually charge your card. They make a cash withdrawal as if they were an ATM. This is a big red flag as many banks don’t have a transaction limit on purchasing but they DO have ATM withdrawal limits.

When I took this evidence to Flex they immediately were able to split the charge in two so it would go under the cash limit. At no point were my questions answered about WHY they did it this way and not a normal charge.

The second half of March payment they did the same thing, and told me they couldn’t get my payment. One email later I asked them to please review my history and they were able to split the charge again. At this point I asked if this would be a problem going forward and was told no. So long as I had the funds available this card/bank would still be fine. I wanted to verify this as getting a new bank account isn’t just something we can all do on a whim. I was working on getting a different Bank set up just in case, but they assured me again this card was fine.

They lied.

Something I didn’t realize at first is they check your credit every month for eligibility to get your rent payment split. I was approved again for April through no action on my part.

April 1st, they cannot get my money. I once again email them and refer them to my account history, including the previous email thread for completeness sake. Unlike the previous month, Flex did not make my rent payment and did not respond to my email until well after late fees were being charged.

This time Flex told me my card was no longer valid and they would not be able to make the April payment. At no point did Flex answer my questions in regards to what had changed in the previous 14 days. However, Flex DID admit their mistake and even refunded me the late fees charged by my apartment, but I was still on the hook for all the rent up front for April. (Yes I was able to afford it - splitting the payment is just nicer).

Come mid April I had managed to secure a new bank card that shouldn’t have the issues of a cash withdrawal limit. Please note Flex still hasn’t answered my repeated questions why they wouldn’t just charge like a normal business and I couldn’t find any information online about this either.

Within 24 hours of updating my payment method Flex informed me they would not cover my May rent as I did not qualify and my account would be closed. When pressing for answers yet again, they simply responded with “credit reasons”. As far as I can tell, they sent a late payment report for every screw up on their end, and ended up doing massive damage to my credit score.

Flex has refused to comment further or look into this for me. I am looking into my options to at least reserve the credit damage and see if I have legal recourse available to me.

Apologies for the long story but the devil is in the details.
TL;DR if it sounds too good to be true, it probably is.

I set up the account prior to the new month to ensure rent payment for February. I ended up changing the card on file two days before payment because I knew that account wouldn’t have the rent so I corrected it.

Everyday they attempted to take payment it wouldn’t go through on their end not mine. I tried their app support that was totally useless and considering this app is supposed to support you in such a vital expense you would think they would have a better support network to help customers.

First issue was my bank and when the email (might as well be snail mail) rep messaged me i immediately called my bank and did what she asked. They fixed the issue while I was on the phone. I email her back telling her it fixed. They still can’t get the payment. My balance still hasn’t changed money is still available. Next issue she tells me “Ou r payment processor is currently reporting a Network Error when trying to process your rent payment.

If you are connected to Wi-fi on your phone, try turning that off and connecting via data.”

I don’t know how this is my issue. I email back following her directions AGAIN and still no dice. This experience was so frustrating especially since now the weekend has passed no one has reach out to me as of Monday yet I was the last to email and MY RENT STILL HASNT BEEN PAID. I will now incur a late fee when I could have just paid it myself in the beginning.

What bothers me the most is the fact that no one seems to be trying to help and now I am left holding the bag and stressed to reach out to my leasing office to figure this out. In this economy with housing insecurity people are dealing with enough stress now having to deal with this when it should have made my life easier it just sent me into a massive anxiety attack.