Consumer complaint received 2025-10-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Relay Financial (US), Corp.
State: TX

Complaint narrative:
To summarize, I received an email from Relay requesting documentation per their compliance team. I immediately complied in submitting what was requested as well as asked for clarification, but never received feedback from their team. A few days later, I received an email from Relay stating my ticket was closed ( which I assumed meant that the investigation had concluded ). Later, however, I discovered my business checking account was frozen - I was never notified this occurred until I discovered it myself when trying to pay a vendor. I was never given a reason as to why my account was frozen, I've never been given a timeline or even an estimated timeline as to when Relay 's banking partner will complete their investigation, and have been told I can not speak directly with their banking partner 's compliance team. It has been over 7 weeks and I still have no answers as to when I will regain access to my money ( {$1100.00} remains frozen ). Below is a timeline of events : XX/XX/year> - Relay requested information via their compliance team at XXXX and I replied XXXX hour later at XXXX XXXX with the requested documentation as well as asked Relay for clarification which was never acknowledged. 

XX/XX/year> - Relay then sent a follow up email requesting the same information, but inclusive of a note at the bottom stating, " Note : If you've already responded, please disregard this email. '' As I had responded to the request immediately when asked, I disregarded the email as instructed. 

XX/XX/year> - Relay then sent a final reminder email at XXXX once again inclusive of the same note to disregard if it had already been responded to. To ensure Relay acknowledged receipt of my original email, I immediately responded 20 minutes later at XXXX stating I had responded to the original request on XX/XX/year> and requested confirmation of receipt. 

XX/XX/year> - Representative from Relay confirmed receipt of my original email and stated my information was sent to Relay 's banking partner and that Relay would get back to me with an update. Relay never did. 

XX/XX/year> - I received an email from Relay Financial Compliance stating the ticket was being closed. 

XX/XX/year> - I was notified by Relay via email that an ACH transaction to a vendor was returned. I immediately replied to the email asking why the payment had been returned. 

XX/XX/year> - Did not receive a reply to my email on XX/XX/year> so called to speak to a Relay Representative. Spoke with Relay, discovered my account had been frozen as I had never been informed of its restricted status prior to my call. 

XX/XX/year> until today ( XX/XX/year> ) - A long email chain of requesting updates began with no clear answers as to when a resolution will take place. 

Relay has repeatedly stated they can not do anything to expedite my case as they are awaiting the results of their banking partner 's investigation. However, after 7 weeks, it is completely unreasonable to continue to expect a business owner to accept this type of response. It is also absurd for a business owner to not be told their account was frozen in the first place, why their account was frozen, as well as have no means of speaking directly with the banking partner 's compliance team in order to try and help answer any questions they may have to speed along the investigation. Both Relay 's as well as their banking partner 's lack of timeliness has severely impacted my ability to transact business.

Company response to consumer: Closed with explanation