Consumer complaint received 2025-10-21 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Relay Financial (US), Corp.
State: MA

Complaint narrative:
I am filing a formal complaint against Relay Bank regarding a missing international wire transfer of {$4100.00} USD, sent to my Relay business account on XX/XX/XXXX, from XXXX XXXX XXXX XXXX XXXXXXXX ). Despite multiple communications, Relay has failed to locate, credit, or trace the funds. I have provided all requested documentation, including the official XXXX transfer receipt and the transaction confirmation from the issuing bank, yet Relay has taken no meaningful action to resolve the issue. 

The handling of this matter has been unprofessional and negligent. Relays staff and its banking partner ( XXXXXXXX XXXX  ) have provided inconsistent and dismissive responses, failed to follow up on open tickets, and refused escalation requests. This ongoing lack of resolution has caused significant financial hardship, stress, and loss of trust in Relay as a financial institution. 

Timeline of Events and Communication Attempts XX/XX/XXXX I called Relay to confirm how to prepare for an incoming international transfer. Email # XXXX was received the same day. 
XX/XX/XXXX Follow-up call to Relay. Email # XXXX was received on XX/XX/XXXX in response. 
XX/XX/XXXX Called again ; Relay requested the XXXX document to locate the funds. I provided the issuing banks transaction receipt the same day. 
XX/XX/XXXX Relay sent email # XXXX again requesting XXXX information. I informed them I had already asked the issuing bank to provide it. 
XXXX Sent multiple follow-up emails to ticket # XXXX asking for confirmation or updates. No response. 
XX/XX/XXXX Sent the XXXX document to Relay, explicitly requesting confirmation of receipt and next steps. No reply. 
XX/XX/XXXX Called Relay to demand escalation. The representative checked with Relays banking partner ( XXXXXXXX XXXX  ) and informed me that the banking partner could not locate the transfer and suggested that I ask the issuing bank to look into it. When I explained that the issuing bank had already confirmed the transfer and provided full documentation, I was told there was nothing further Relay could do. I requested to speak with a supervisor, and this request was refused. 

On the same day ( XX/XX/XXXX ), I sent escalation emails to XXXX, XXXX, and XXXX. As of XX/XX/XXXX, I have received no reply from any party. 

Nature of the Problem XXXX has failed to properly trace or locate the missing wire transfer despite having the XXXX, transaction reference numbers, and proof of transfer. 
Relays representatives appear to rely solely on their third-party partner without any meaningful internal process for investigating or resolving international payment failures. 
Their customer service has been inconsistent, dismissive, and at times untruthful. Multiple escalation requests have been ignored, and no supervisor or manager has made contact.

This lack of action suggests serious deficiencies in Relays handling of international payments and customer support escalation. 

Impact This missing payment represents a significant portion of my small businesss revenue and has directly affected my ability to meet financial obligations. I have had to use credit cards and delay payments to vendors as a result. The lack of professionalism, accountability, and communication has caused substantial stress and loss of confidence in the banks reliability.

Company response to consumer: Closed with explanation