Consumer complaint received 2023-09-07
Company: Relay Financial (US), Corp.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
RelayFi took weeks to respond to my inquiries, locked my account, and reversed my unauthorized charges. 

I am writing to file a formal complaint regarding the handling of my debit card disputes by RelayFi, a financial institution involved in the aforementioned transactions. I have experienced significant issues with RelayFi 's dispute resolution process, and I believe my concerns warrant investigation by the Consumer Financial Protection Bureau ( CFPB ). 

The disputed transactions in question are as follows XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I initially disputed these charges with RelayFi as soon as I realized they were made. In response to my dispute, RelayFi provided a temporary credit while they investigated the matter. However, instead of promptly addressing the dispute, they chose to lock my account at the same time, causing undue inconvenience and financial hardship. Subsequently, after a lengthy and frustrating period of communication attempts, RelayFi ultimately denied my dispute and reversed the temporary credit they had initially extended. 

My efforts to seek clarification and resolution from RelayFi have been met with numerous challenges and obstacles. I have repeatedly emailed RelayFi to request explanations and documentation related to their decision. Unfortunately, my requests for clarity have gone unanswered or have received generic responses that do not address the specifics of my case. Additionally, when attempting to reach RelayFi by phone, I have experienced extended hold times, frequent disconnections, and an overall lack of responsiveness from their customer service team. 

I am deeply concerned about the lack of transparency and accountability demonstrated by RelayFi throughout this entire process. I believe that the denial of my dispute, coupled with the failure to provide clear and adequate communication, is not only a violation of my consumer rights but also a failure to uphold their obligations as a financial institution. 

I kindly request that the Consumer Financial Protection Bureau investigate this matter thoroughly and take appropriate action to ensure that RelayFi adheres to fair and lawful dispute resolution practices. I also request that RelayFi be held accountable for any undue financial losses and inconveniences I have endured as a result of their actions. 

Enclosed with this letter, please find copies of the relevant documentation, including email correspondence and any communication records related to my attempts to resolve this matter with RelayFi. 

I appreciate your attention to this complaint and trust that the CFPB will take the necessary steps to address my concerns and safeguard consumer rights. 

Thank you for your assistance in this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation