Consumer complaint received 2026-01-23 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: Relay Financial (US), Corp.

Complaint narrative:
XXXX XXXX XXXX XXXX  XXXX XXXX  Timeline of Events XX/XX/XXXX An initial wire transfer of USD XXXX received from a XXXX company was blocked following a compliance investigation. I provided all the necessary information and, approximately XXXX XXXX  later, AT MY REQUEST, the funds were returned to the sender. 

XX/XX/XXXX I received written confirmation from Relay indicating that I could make a new transfer. Here is their message ( I contacted our money transfer partner to confirm the possibility of redoing the transaction ). 

XX/XX/XXXX The same Relay agent sent me the following message : We have notified our money transfer partner so that the transfer can be processed without delay. 

On the same day, I asked the XXXX company XXXX XXXX to transfer the funds ( USD XXXX ) to my Relay account # XXXX, transfer reference : XXXX, XXXX  confirmation : XXXX. 

On XX/XX/XXXX, I contacted Relay to confirm they had received the transfer, as I had not yet received the funds. They responded promptly, requesting the XXXX  and XXXX information, which I immediately provided. 

On XX/XX/XXXX, I received a message from the Relay agent : Our wire transfer partner has confirmed that the transfer has been approved and credited to your account. In an email exchange that same day, they also stated : The funds should arrive in your account within one to two business days. 

On XX/XX/XXXX, I received an email from another Relay agent asking me to update the information regarding their new international money transfer partner, XXXX. I complied immediately. I also messaged the agent I had been in contact with from the beginning to find out if my transfer would be blocked again. 

On XX/XX/XXXX, the agent replied : I have confirmed with our money transfer partner that the funds are being processed and I will inform you as soon as they are credited to your account. This delay is due to a change of partner, and we have identified the cause of the problem and are working to resolve it as quickly as possible so that you can access your funds. 

After this, I understood that my funds were still blockeda second compliance investigation in XXXX weeks. I then sent several polite and professional messages requesting that the funds be returned to the sender and not credited to my account. 

On Tuesday, XX/XX/XXXX, Relay responded, but without providing a concrete solution or a timeframe for releasing or refunding the funds. The agent told me they would contact me again the next day which they didn't, as I haven't heard from Relay since Tuesday. 

Current situation : As of today, XXXX business days after the transfer, the funds remain blocked. 

Additional note regarding the regulatory change : The transfer was initiated under the auspices of Relay 's former regulatory partner. It appears that Relay 's new regulatory partner has taken over processing the transfer. 

This change of regulatory partner does not affect the legitimacy of the transfer or the authorizations previously obtained. The funds must be accounted for and either credited to my account or immediately returned to the sender. 

Requested resolution : Immediate return of the funds to the sender, With a specific timeframe for the return.

Company response to consumer: Closed with explanation