Consumer complaint received 2026-02-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Relay Financial (US), Corp.
State: CA

Complaint narrative:
I am the owner of a small business, XXXX XXXX XXXX, XXXX maintain a business checking account through Relay Financial ( funds held at XXXX Bank, Member FDIC ). On XX/XX/XXXX, Relays risk department contacted me requesting information regarding a {$160.00} customer payment made through an invoice issued via their own payment platform for a XXXX-year XXXX rental service. I responded the same day within hours XXXX provided all requested documentation, including : A signed customer mailbox rental agreement Identification of the customer Written explanation confirming the customer had recently changed her last name due XXXX marriage ( the card used reflected her married name ) Supporting text message confirmation from the customer acknowledging the name difference Despite receiving complete documentation XXXX verification that the transaction was legitimate, Relay placed my entire business account on hold on XX/XX/XXXX. This restriction caused multiple legitimate outgoing payments to be returned and disrupted my business operations. * You will note from the documentation that I have attached, the deadline to submit the information was XX/XX/XXXX and this was sent in an email that XXXX from XXXX sent. It would seem that a compliance XXXX would stipulate the exact time as in end of business day XX/XX/XXXX ( eob ) or XX/XX/XXXX ( XXXX est ), XXXX mean this is important- its our business checking which is even more important than our own personal checking because if the business account is XXXX then XXXX means there will be no money coming out of there XXXX go in our personal account as this is our livelihood. But at the end of the day- this should not have affected my situation because I provided the information on the same day XXXX XXXX same day he sent me that request! You will also note from the email thread on XX/XX/XXXX another compliance XXXX chimes in XXXX I have no idea why- as the answers that were posed XXXX Me by XXXX were already answered XXXX sent with the supporting documentation. This additional XXXX requests the text messages between my customer XXXX I, XXXX they were provided same day ( XX/XX/XXXX ). So, if they're going XXXX try XXXX get themselves off on a technicality XXXX. say " well we informed that you could be subject XXXX service interruption on the XXXX then they should have been more specific as XXXX the timing, XXXX they also should have informed that there was another compliance XXXX who is going XXXX be reaching out. The account was not released from the freeze until XX/XX/XXXX. The hold occurred after verification had already been provided XXXX appears XXXX have been an automated or negligent escalation rather than a reasonable fraud investigation. I fully cooperated XXXX responded promptly, yet my business suffered financial harm XXXX reputational damage due XXXX returned payments. Furthermore, the freeze on my accounts caused an XXXX deposit XXXX be returned XXXX my merchant processor ( this is for all of my credit card transactions ), and XXXX date- I still do not have a merchant processor as unfortunately, this bank error has exposed the negligent practices XXXX lack of customer service my merchant processor continues XXXX display. So, I am only accepting cash, have lost revenue XXXX my customers are so disappointed. I am requesting : XXXX. A written explanation of the specific reason for the account restriction after documentation was verified XXXX. Confirmation of what procedures were followed under their fraud investigation policies XXXX. Reimbursement of any fees, penalties, or damages caused by returned payments XXXX. Assurance that my business will not be improperly restricted again for legitimate, documented transactions This complaint is directed XXXX the bank responsible for the account ( XXXX Bank, Member FDIC ) XXXX the compliance XXXX ( Relay Financial ) for review of their account restriction XXXX risk-handling procedures.

Company response to consumer: Closed with explanation