Consumer complaint received 2025-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Relay Financial (US), Corp.
State: CO

Complaint narrative:
This complaint is a follow up to case # XXXX. My funds ( {$4500.00} ) continue to be unreasonably held by Relay Fin and XXXXXXXX XXXX  ( since XX/XX/XXXX ), despite supplying Relay with all available documentation, including from the check payor ( XXXX ), validating a routine insurance refund. 

Complaints have also been filed with FDIC and Tennessee DFI.

Relay 's reply to the original case XXXX XXXXXXXX is as follows : " Were sorry to hear about your experience with Relay. Please consider this our response to the CFPB complaint filed on your behalf. This account was flagged during Relays risk team account review process. The goal of this process is to identify any transactions that may result in a financial loss to the account and/or Relay. The resolution of the investigation was to close the account and to disburse the balance of the account via check to the business address on file. Unfortunately, our standard process for disbursing funds to accounts closed by Relays risk team is only through check disbursement, which can take up to 60 days to process. This information was provided to the user at the time of account closure. We fully understand that the distribution process for cases like this can be greatly improved by Relay, so our teams are focused on finding more impactful solutions that can be applied to cases like this. This case will be resolved once the funds are disbursed. We understand that this was not an ideal resolution and apologize for the pain points of your experience with Relay. We appreciate the feedback you provided as were consistently working on building a better environment as we continue to make improvements. '' My reply : Relay 's response misrepresents the facts. The response states in part " The resolution of the investigation was to close the account and to disburse the balance of the account via check to the business address on file. Unfortunately, our standard process for disbursing funds to accounts closed by Relays risk team is only through check disbursement, which can take up to 60 days to process. This information was provided to the user at the time of account closure. '' 1. Relay did not communicate to me that funds would be sent by check which could take up to 60 days. Rather, Relay stated that there would be an " investigation '' to take up to 45 days, even after providing all available documentation for a routine transaction.

2. A 60 day processing time for sending a check is unacceptable and in line with the rest of Relay 's conduct for this routine transaction : unprofessional and suggests intentional delay of resolution. In any business it is a minor matter to process a check immediately, or at least within 3-7 business days.

3. My funds are still being held without further communication from Relay without credit under EFTA and mirroring Chimes $ XXXX CFPB fine ( XXXX ) for delays [ CFPB, XXXX ], causing me significant hardship. 

Funds need to be released immediately. As stated, complaints have also been filed with FDIC and Tennessee DFI.

Company response to consumer: Closed with explanation