Consumer complaint received 2026-01-22 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Confusing or missing disclosures — 
Company: Grey Inc

Complaint narrative:
Dear Sir or Madam, I am submitting this letter as a formal complaint requesting regulatory review of Grey Inc., a U.S.-based financial technology company and Money Services Business ( MSB )

, regarding its handling of my USD account and apparent failure to meet basic customer-notification, record-retention, and transparency obligations. Parties Involved Complainant : XXXX XXXX Respondent : Grey Inc. 
XXXX XXXX ( former ) : XXXX XXXX XXXXXXXX XXXX Summary of Complaint Grey Inc. opened and administered a USD account on my behalf and acted as the sole customer-facing intermediary and program manager. I did not independently establish a relationship with XXXX XXXX XXXX XXXX  or any other partner institution.

Grey Inc. subsequently closed and deleted my USD account at an undisclosed date, believed to be in late 2025, following the termination of its partnership with XXXX XXXX XXXX XXXX. Despite repeated written r

equests, Grey Inc. has failed to disclose the exact date and time of closure or provide verifiable evidence that contemporaneous notice was given. At the time of closure, the account details remained in active use for expected incoming payments from counterparties, creating a risk of misdirected or rejected funds.

Compliance Failures Despite multiple written requests, Grey Inc. has failed or refused to provide basic records and disclosures, including : Proof of contemporaneous or prior notification of account closure Copies of any emails or notices allegedly sent, including timestamps and delivery records Exact date and time of account closure Identification of the individual ( s ) or department authorizing the closure Post-closure accounting, including ACH attempt, rejection, return, or reversal logs Clear instructions for tracing, recovering, or reissuing affected funds Grey Inc. has asserted that emails were sent and that no transactions occurred, but has provided no documentary evidence supporting these claims. 

Program Manager Responsibility As the program manager and primary customer interface, Grey Inc. retained responsibility for customer communications, transparency, and record production, regardless of partner bank changes. Deleting a customer account without notice, coupled with refusal or inability to produce basic custodial records, raises concerns regarding compliance with applicable consumer-protection, MSB, and record-retention obligations.

Harm Experienced As a result of Grey Inc.s actions and omissions, I experienced financial, professional, and reputational harm, including : Disruption and loss of expected incoming payments Inability to trace or recover funds sent in good faith by counterparties Damage to ongoing business and contractual relationships Exposure to reputational and commercial harm Damages I formally request that the reviewing authority consider the damages arising from Grey Inc.s conduct, including but not limited to : Financial losses : Missed or delayed payments, resulting in lost revenue or business opportunities.

Professional and reputational harm : Negative impact on business relationships and professional credibility. 
Operational and administrative costs : Time and resources expended attempting to trace, recover, or verify funds.

Consequential and reliance damages : Costs incurred due to reliance on Grey Inc.s services, including fees, administrative costs, and lost productivity.

Requested Regulatory Review I respectfully request that the appropriate authority review Grey Inc.s conduct, including but not limited to : Account-closure notification practices Record-retention and customer-disclosure controls Program manager responsibilities during bank-partner terminations MSB compliance and customer-funds transparency Any other matters deemed relevant by the reviewing authority I am prepared to provide correspondence, supporting documentation, and a detailed timeline upon request. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation