Consumer complaint received 2026-02-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Relay Financial (US), Corp.
State: AZ

Complaint narrative:
Complainant : Business Account Holder ( Name Redacted ) Financial Institution : Relay Financial Issue Type : Account closures without explanation, inconsistent handling of funds, delayed or missing refunds, lack of access to deposited funds, contradictory information from customer support and compliance teams Overview Relay Financial closed or froze multiple business accounts without providing a clear or specific reason. Despite allowing and approving new account openings and deposits to be initiatedand in some cases completedRelay either rejected deposits after funds were withdrawn from an external bank and deposited into Relay 's accounts, held funds for extended investigation periods, or claimed to mail refund checks that were never received.

Throughout multiple support interactions, Relay representatives provided inconsistent and contradictory explanations regarding account status, fund reversals, and refund methods. Attempts to resolve these issues through customer support and compliance channels were unsuccessful. 

Accounts and Funds Involved ( Anonymized ) Business Account A Amount : {$500.00} Deposit type : ACH pull from external bank Funds cleared the external bank Initially informed : Account was closed Deposit would not settle Funds would be reversed to the originating bank Later informed : Deposit did settle Funds would not be reversed Refund would instead be mailed by check after an investigation period of XXXX. 

Account described inconsistently as both closed and on-hold No confirmation of mailing address or check issuance date Business Account B Amount : {$2200.00} Funds withdrawn from external bank, contradictory status of funds Was told deposit rejected or blocked by Relay but later told the deposit was accepted and held for investigation for XXXX Funds were never returned to the originating bank No confirmation provided that a check was issued or funds were refunded Business Account C Account closed Remaining balance allegedly mailed by check Check never received Mailing address could not be updated prior to closure Business entity is now closed, complicating check cashing or reissuance Business Account D Same issue as Business Account C Account closed Refund check allegedly mailed Check never received No clear or documented reissuance process provided Key Issues Identified Deposits were allowed during or after account freeze/closure Conflicting explanations regarding : Whether accounts were closed or merely on hold Whether funds would be reversed or mailed Representatives stated frozen accounts could not receive deposits, yet deposits later posted Refund checks were allegedly mailed but never received Mailing addresses could not be updated in time No written confirmation of : Where checks were sent Whether checks can be reissued Whether checks can be issued to an individual when the business is closed Compliance team provided vague communications and no specific closure reasons Support agents repeatedly deferred responsibility without resolution Harm to Account Holder Loss of access to thousands of dollars Funds withdrawn from external bank without timely return Repeated failure to receive refund checks Financial stress and inability to properly close business entities Significant time spent attempting to resolve the issue No reliable written record of fund disposition Basis for Complaint Relay Financials actions demonstrate a pattern of : Closing or freezing accounts without transparency Holding customer funds for prolonged periods Providing misleading or contradictory information Failing to return or successfully deliver customer funds Creating administrative barriers that prevent recovery of money These practices may constitute unfair or deceptive financial conduct. 

Requested Resolution The complainant requests that Relay Financial be required to : Provide written explanations for each account closure Provide a complete accounting of all funds received, rejected, held, or mailed Return all funds to originating banks or reissue checks with confirmed delivery Confirm updated mailing information in writing Provide clear timelines and next steps Improve transparency and consistency in customer communications

Company response to consumer: Closed with explanation