Consumer complaint received 2025-08-13 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Relay Financial (US), Corp.
State: FL

Complaint narrative:
I opened my account in XX/XX/year> as part of the transition for XXXX XXXX. On XX/XX/year>, I made an initial deposit, but this account has never been used for purchases or payments. Shortly after that deposit, unauthorized withdrawals began. 

I did not become aware of these transactions at the time they occurred because I never received any fraud alerts from XXXX, Relay, or the issuing institution. It was only in XX/XX/year> that I received my first fraud alert. When I logged into my account, I discovered multiple unauthorized transactions. 

That same month, I contacted Relay Bank ( the issuer ) for the first time, requested the cancellation of the card used in the fraudulent transactions, and asked for a replacement card. Relay referred me to handle all disputes through XXXX. I then started the process with XXXX, received the replacement card ending in XXXX, activated it, and have never used it. 

From my initial disputes in XXXX, all unauthorized transactions were refunded except two : XX/XX/year> ( {$77.00} ) and XX/XX/year> ( {$43.00} ), totaling {$120.00} ( Case # XXXX ). 

XX/XX/year> : I received a letter from XXXX denying the refund for these two transactions. I called to dispute the decision and was assigned case # XXXX. 

XX/XX/year> : XXXX issued another letter stating again that the refund would not proceed. However, I did not receive this letter until XX/XX/year>, when I finally had access to my correspondence. 

XX/XX/year> : Upon reading the XX/XX/XXXX letter, I called XXXX again to dispute the denial, stating that my account is clearly at risk and I was a victim of fraud. I requested a full review of the case, noting that all my other claims had been approved. The agent told me the reason for the denial was that the bank ( Relay ) did not authorize the claim. I asked for further explanation, but none was given. They opened a dispute but did not provide a dispute number. 

XX/XX/year> ( morning ) : I received a second fraud alert, this time for an attempted transaction on my replacement card ending in XXXX, which has never been used. I called the number provided to confirm no payment had been processed for the attempted transaction and used the opportunity to request escalation of my pending case. I was told the decision was final and was given dispute number # XXXX. 

Later that day, I called again XXXX to request a direct phone number, email, or physical mailing address so I could escalate the case myself, as it was clear they were not handling the matter correctly. I was told someone would call me back something I have been told before without receiving any follow-up and was given confirmation number # XXXX. 

Also on XX/XX/year>, I emailed Relay Bank to formally request that they take responsibility for this case, refund the {$120.00}, and provide a written explanation of how they are protecting my account and personal data, as it is clearly at risk due to repeated fraudulent activity. 

I am requesting that this case be escalated, that the {$120.00} from XX/XX/XXXX and XXXX, XXXX  be refunded immediately, and that I be provided with a full written explanation of the security measures in place to protect my account and personal information.

Company response to consumer: Closed with explanation