Flexiti Financial review: Complex, confusing and unfair system!

I purchased some furniture and appliances at The Brick in November 2021 and was given the option of financing through Flexiti. Now I was very comfortable with that since I use that option at a couple of other places too and very successfully.

Their system of approval was online so I was approved immediately in a few steps. I understood the amount and my EPP for 36 months and then started paying monthly. I was told if I missed 2 payments in 12 months my 0% interest rate would cease to exist and I "MAY BE charged a higher amount".

Then on I have been receiving 2 emails a month from them -

1) Your statement is ready to view.

2) Thank you for your payment.

I have to say here - the portal is really not friendly nor useful - you can log in only 2 out of 10 times otherwise there are technical issues so honestly I did not check the portal too often.

In June 2023 I was checking all my credit statuses since I was due for a mortgage renewal and I realized when I was able to log in -

That since August 2022 I have been paying 40% interest to Flexiti for 10 months!

When I called them - they said there were 2 late payments by a few days in April and August of 2022 and so it is a valid thing.

There were no communications. To date no reminders. No calls. No information. I was told I should have read my terms and conditions better and checked my portal more regularly.

Who goes from 0% to 40% without any information? They can send me 2 emails a month but not a single communication on that kind of interest change? I feel cheated and very very disappointed. I have paid regularly and now more than $2000 in interest only and I am told nothing can be done about it!

I am hoping someone here can intervene and negotiate for me. I cannot afford these charges at all. I am mentally very very disturbed and upset.

Please note I manage credit with 5 other companies too and very successfully. This is my first bad experience with a financial company. No customer service at all. Just a bunch of people saying - too bad! Read your terms and conditions?