Consumer complaint received 2024-12-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: Relay Financial (US), Corp.
State: FL

Complaint narrative:
Rewrite this cfpb complaint I am submitting a complaint against Relay XXXX  and XXXX XXXX  regarding their handling of my XXXX funds, which were frozen on XX/XX/2023, with no justified reason for delay in returning access. This freeze and the banks prolonged review process have caused significant and avoidable harm to my XXXX. Complaint Details : On XX/XX/2023, Relay XXXX  and XXXX XXXX  froze my XXXX account, claiming that a wire recall had been initiated by one of my clients. My client did indeed initiate a wire recall, but it was done in error and has since been formally retracted. Despite this retraction, both Relay XXXX  and XXXX XXXX  continue to keep my account under indefinite review and are blocking access to over {$17000.00}. Despite repeated attempts to resolve this issue and despite assurances that the clients recall request has been canceled, the banks have been uncooperative in releasing the funds. They have maintained that my account remains under review without providing clear reasoning, updates, or a timeline for resolution. Impact on XXXX XXXX : This withholding of funds has had a severe and detrimental impact on XXXX XXXX. Without access to these funds, I have been unable to meet essential financial obligations, resulting in : XXXX XXXX XXXX XXXX  : Due to lack of funds, I have been forced to let go of XXXX XXXX Service Disruptions : Core services, including XXXX  phone lines, have been shut off due to missed payments, critically affecting my ability to XXXX XXXX XXXX XXXX. XXXX  Dissatisfaction : The disruption in services has led to XXXX  frustration and potential loss of XXXX XXXX, further damaging my XXXX  reputation. The funds held by Relay XXXX  and XXXX XXXX are essential for my XXXX operations, and further delay will lead to irreparable harm to my XXXX. I urge the CFPB to review this matter promptly to ensure that these banks uphold fair and transparent practices with respect to account reviews and fund access for XXXX XXXX. Now I spoke to both the XXXX  bank XXXX  and XXXX XXXX  on Thursday they stated they will release in 48 hours Now I get a message after not getting any notification from relay that I will have to wait until the XXXX I am being threshed by my XXXX  I have put my XXXX  on hold Ive XXXX XXXX XXXX have internet bills piling up unable to take in any money or release anything Theyve not responded accordingly XXXX stated there is no recall but XXXX still has yet to respond to anything Theyve devastated my XXXX  Im unable to function I am a XXXX XXXX  with a child Unable to do anything here I need them to release my funds Not only did this company close the account and has yet to give me my funds they insisted on lying to the CFPB telling them that they have been waiting for the hold harmless agreement that they received three times Not only did I have to XXXX XXXX XXXX not only am I behind on my rent not only have I had to shut services off for my XXXX  not only has this affected my reputation not only has this prompted me to lose a storage unit full of priceless things to my family, including the ashes of my mother, the ashes of my dog Birth certificates and the like But this company has also denied every single one of transfer requests charges on my debit card, but for some reason they did charge for their service {$30.00} in XXXX {$30.00} in XXXX {$30.00} in XXXX has yet to give me my money when I tried to get in contact with them, they tell me that someone is going to get back to me before the end of the day wait until XXXX XXXX  before they are able to get back to me denied my request for them to wire me, my funds The company did not give me any clear indication as to why my account was closed. They indicated that it was because my client had requested a recall of a wire. My client canceled the recall of the wire they gave a hold harmless agreement. The bank received a hold harmless agreement back in the end of XXXX and here we are in XXXX Almost in XXXX and I still have yet to receive my funds and only on XX/XX/XXXX was I told that my account was going to be closed still no reason other than I violated in someway the deposit agreement which was not given a direct reason as to how I violated a deposit agreement when they Stop the funds on my account because of a recall that was canceled

Company response to consumer: Closed with explanation