Consumer complaint received 2026-04-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Relay Financial (US), Corp.
State: AZ

Complaint narrative:
* * CFPB Complaint Unauthorized Transactions & Issuer Refusal to Process Disputes * * * * Consumer Information * * Name : XXXX XXXX Company : XXXX XXXX Email : [ XXXX ] ( XXXX : XXXX ) Phone : XXXX -- - # # # XXXX. Company Information Company Name : Relay Financial Product : Business Checking Account / Visa Debit Card Type of Issue : Unauthorized transactions/ Fraud / Failure to process dispute -- - # # # 2. Complaint Summary This complaint concerns multiple * * unauthorized debit card transactions * * and the issuing institutions refusal to process disputes in accordance with applicable legal and network obligations. On XX/XX/year>, our business debit card ( ending in XXXX ) was used for a series of * * fraudulent transactions * * with XXXX totaling approximately {$1900.00}. These transactions were not authorized and were promptly reported to XXXX XXXX. Despite timely notification, Relay Financial has : * Refused to initiate the dispute process * Directed us to contact Visa directly * Failed to provide provisional credit * Failed to provide a defined investigation timeline * Delayed resolution without substantive updates -- - # # # XXXX. Key Facts * Date of fraudulent activity : XX/XX/year> * Total unauthorized charges : Approximately {$1900.00} * Merchant involved : XXXX ( confirmed account compromise and suspended account ) * Dispute reported promptly to issuer Relay Financial explicitly stated : > Disputes need to be initiated directly through Visa Relay does not file disputes on behalf of the customer. This statement is incorrect and has prevented proper processing of the dispute. -- - # # # 4. Regulatory and Compliance Concerns This conduct raises serious concerns under the Electronic Fund Transfer Act ( Regulation E ), including : * Failure to properly investigate unauthorized electronic fund transfers * Failure to provisionally credit disputed amounts * Improper refusal to process disputes as the issuing institution * Misrepresentation of dispute procedures by directing the customer to Visa Additionally, under Visa rules : * Only the issuing financial institution can initiate chargebacks * Cardholders can not directly file disputes with Visa Relays refusal to act effectively denies access to the dispute process. -- - # # # 5. Harm Suffered * Financial loss of approximately {$1900.00} * Operational disruption due to account compromise * Significant time and effort spent attempting to obtain resolution * Ongoing uncertainty due to lack of proper investigation -- - # # # 6. XXXX XXXX We respectfully request that the CFPB require XXXX XXXX to : 1. Immediately process all disputed transactions as unauthorized fraud 2. Provide full provisional or permanent credit for the disputed amount 3. Confirm submission of disputes through the XXXX XXXX 4. Provide written documentation of investigation steps and timelines 5. Cease directing customers to XXXX for dispute initiation -- - # # # 7. Supporting Documentation We can provide : * Transaction records * Correspondence with Relay Financial * Merchant ( XXXX ) confirmation of unauthorized access * Fraud alert notifications -- - # # # 8. Additional Notes We have acted in good faith by : * Promptly reporting the unauthorized activity * Securing our account credentials and systems * Cooperating fully with both the merchant and the issuing institution Despite this, XXXX XXXX has failed to fulfill its obligations as an issuing financial institution. -- - We respectfully request prompt regulatory review and assistance in resolving this matter. Sincerely, XXXX XXXX XXXX XXXX XXXXXXXX

Company response to consumer: Closed with explanation