Complaints

• Initial Complaint

  13/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Relayfi Support Team, I am writing to follow up on the check for my closed account, which had a balance of $385. The account was closed on August 29th, and I have yet to receive the check despite nearly two months having passed.

  Business response

  21/11/2024

  Hello *****. I've looked into your account details and followed up with our banking partner. A check will be sent to you in the next 4 to 6 weeks (usually less). Please let us know if you do not receive before the end of December 2024.
  

• Initial Complaint

  06/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently opened an account with Relay and transferred $2000. As soon as they got the money, they put a freeze on the account with no notification or explanation. I supplied every document they requested and nothing has been done for nearly two weeks. It is impossible to reach their customer service. Maddy A has been the contact person for this freeze, but she has not performed her duties. They are not responding to their emails and calls.

  Business response

  04/09/2024

  Thanks for being in touch.
  
  While we aren’t able to go into details on this user’s specific case for confidentiality reasons, know that our team goes the extra mile to offer Relay customers the best banking experience possible. This includes transparent, responsive and clear communication.
  
  We’ve been in touch with this user to update them on the status of their account and funds, and provided them with clear details on next steps.
  
  We value the feedback.
  

  Customer response

  04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  a month ago they told us the check would be available in one week and that was not true.  Now they have told us we have to wait another 4-6 weeks to mail the check and they already have the funds for 9 months.  They have no reason to hold our money that long. They should send out money immediately.   

  
  Sincerely,
  
  **** ********

  Customer response

  06/09/2024

  In early July, I requested a check for $2000 for our account closure. Relay has not provided the check to date. On August 7th I called to inquire about the status of the check and was told I would receive it within 1-2 weeks. Three weeks have passed and now Relay will not even provide information on the status of the check.

  Business response

  10/09/2024

  Thanks for following up,
  
  We have been in touch with this user to update them on the status of their account and funds and are actively working to re-issue this check per there request. For further support with your request please reply to the email thread you have open with a member of our team.
  
  We value the feedback.
  

  Customer response

  20/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Relay is delaying the reissue of our check. We requested to reissue the check to the business address on file months ago.  They contacted us on August 30th, after a lot of complaints from us about delaying the check. Nothing of our information has been changed, yet they have the same questions. Again they said they would reissue the check in 4-6 weeks.  Today, September 20th, they are still delaying the check based on the business address which was confirmed three weeks prior.  ****** *** ******** ***** *************** 
  
  Sincerely,
  
  **** ********

  Business response

  03/10/2024

  Thanks for following up,
  
  A member of our Account Protection team investigated this and we can see that a check was re-issued on 09/25/2024, for confidentiality reason we are unable to provide any further details regarding this but please reach out to our support team directly for further details.
  
  We hope you have a wonderful day! 

• Initial Complaint

  26/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My two Relay Financial accounts were closed for no reason. I want to warn potential business owners about this bank. Relay Financial Bank is not a bank. They do not have customer support let alone anyone that can assist with any problem that occurs. On Nov 13 we had a bounced check from a customer in our *** Family account. We explained and gave them proof of what happened. Our account was reactivated on Nov 16 by rep **** *****. I signed in twic after then. But on Nov 24th I had trouble logging in. I tried logging in after 5pm EST and tried calling support for help. There hours are 9-5pm EST. I called the next day and they stated it would have to be escalated to fix the login issue. The error message I got was I tried logging in too many times. The login is automatically saved to my laptop and the password is already saved. I tried logging in twice and I was told to call in since I could not set my password myself. Since then I have waited and called in for weeks to find out whats going in my account. It is very difficult to get anyone on the phone at this supposed bank. Finally I got a helpful woman on Dec 19. She apologized and stated this would be escalated. The next day I got an email stating my account was closed. No reasons as to why. So I called again and they said they would try and get someone to help. Today Dec 21 we are still expecting a deposit from our vendor ****** ******* connect who has paid us since Dec 19. Only to find out our second account was closed. This company is not a bank. They are posing as a bank.Today is Dec 21 and our deposit has been blocked which will delay time in paying our workers right before Christmas. I have 3 transactions that I have disputed on my second account. I had to dispute it with **** because this company is not a bank. I do not know what they are. *** * ***** *****. I called this company today. They have blocked my number. Every number I call them from they block me. **** ** *** * ********. **** ** * ****. REFUND!!!

  Business response

  04/09/2024

  Thanks for being in touch.
  
  While we aren’t able to go into details on this user’s specific case for confidentiality reasons, know that our team goes the extra mile to offer Relay customers the best banking experience possible. This includes transparent, responsive and clear communication.
  
  We’ve been in touch with this user to update them on the status of their account and funds, and provided them with clear details on next steps.
  
  We value the feedback.
  
  

  Customer response

  04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is a ***. They have not been in touch with me. My phone number is blocked to call this company. When I call from another number the phone rings. Whoever this is that’s responding is lying. I have a balance of $230 that this company has not sent this to me since the closure of my account from 2023. It is unreasonable for companies like this who think they can act with impunity. Send me my money and stop the games. Relay responded last year stating they will send the remaining balance of my funds. My question is where is my balance? Send the money and stop sending messages with no basis of truth. I’ve complained on ******, **********, **** & more banking complaint sites. Relay has responded they will send back my remaining balance. 
  

  You are not in touch with me as you have blocked my number from calling this institution. I even got your parent company involved because Relay is not a real bank. I got ****** Bank as well as ****** Bank involved. Send my balance.
  
  **** 

  Business response

  18/09/2024

  Thanks for following up,
  
  We have herd your feedback and have reached out to our Account protection team to look further into your account. Unfortunately we are unable to go into the details of accounts on this platform and empower you to please reach out to us via our email *******@*******.com or give us a call at 1-************ to help resolve any issues your encountering.
  
  Hope you have a wonderful rest of the day and Thank you for the feedback.
  

  Customer response

  23/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: this company said they have been in touch with me. They have not. I’m rejecting this. I want the balance in my account period. This is over 1 year now. They want me to call this number ***** ********. This number gives my phone number a busy signal. *** ****** *** ***** **** ***** *** ********* ************ **** **** ** **** *** ***** ********* ****** Send me my balance as stated since last year 2023. 
  
  Sincerely,
  
  **** *****

  Business response

  03/10/2024

  Thank you for following up,
  
  Relay always wants to provide transparent, responsive and clear communication and if your issue has not been resolved please reach out to us by email or by phone 1-************. We aren’t able to go into details on this case for your own confidentiality anywhere other than through Relay Support. Please Reach out to us via Relay support for further help with this case.
  
  

  Customer response

  03/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: I cannot call into this business. *** ** *** ******** **** ******* ** ***? When I dial this number I get a busy signal. This business has blocked me from calling. **** ** *** * **** ** ** * ****!!!!!!!!!!!!!!! Should I record the call when calling this company?
  
  Sincerely,
  
  **** *****

  Business response

  04/10/2024

  Hi. The account is closed and there are no funds in the account. All disputes raised to **** were rejected by **** after their review. 

  Customer response

  15/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: there was money in my account before I made a claim to ****. Why did I have to make claims with ****? Because relay is not a bank. I will be complaining through all channels to inform everyone your practices. You can only hide behind the screen but for so long.
  
  Sincerely,
  
  **** *****

  Business response

  18/10/2024

  Thank you for following up with us ****
  
  A member of our Account Protection is investigating this further and will follow up with you via your account connected email. Thank you for following up with us and please reach out to us via our phone number 1-************ if you don't hear from us by wednesday.
  
  Thank for you for the feedback 

• Initial Complaint

  25/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tried to setup business. Been a month and still in review. Impossible to contact anyone. Given all my personal info and idk what you are doing with it since there is no communication. From what I read online it can take a year just for review to be done. You don’t mention any time frames. Just on sites say it’s fast and easy. This is not true at all. You have wasted my time and taken my information. I want to delete all my information from your system and want to address where I can send legal paperwork.

  Business response

  05/09/2024

  Thanks for being in touch.
  
  Our team goes the extra mile to offer Relay customers the best banking experience possible which includes transparent, responsive and clear communication. A member of our Account Protection Team has reached out via the phone number on file to provide further support and assistance to help you open an account.
  
  If you are in need of further assistance please give us a call at 1-************. We're available from 9am to 8pm EST, Monday to Friday!
  
  We value the feedback.

  Customer response

  05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  It took the company a year to get back to me because of BBB complaint. They failed to reach out to me when I tried to contact them via other means  Also, in voicemail they said application never moved forward because they needed documents. Problem with that answer is that I submitted all documents and their platform never told me that I needed anything else. There were no follow up emails. If they really valued business they would have told me documentation is missing.

  
  Sincerely,
  
  ***** ******

  Business response

  18/09/2024

  Thanks for following up,
  
  Unfortunately we are unable to go into the details of application on this platform and empower you to please reach out to us via our email *******@r******.com or give us a call at 1-************ to help resolve any issues your encountering.
  
  Hope you have a wonderful rest of the day and thank you for the feedback.

• Initial Complaint

  13/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jul 10, 2023, I transferred $46,800.00 from my Relay Financial Account to ***** Bank; this transfer was conducted in good faith and involved the legitimate funds of my business. The wire transfer was executed between accounts under the same business, from **** **** LLC at Relay Financial to **** **** LLC At *****. On Jul 14, 2023, I received a message from ***** Bank stating that Relay Financial requested a wire recall. These funds rightfully belong to my business, and as the owner, I have the right to change bank institutions and transfer funds between accounts owned by my business. Therefore, I request that Relay Financial cease the wire recall. I have called Relay Financial countless times, sent emails, and filed a formal complaint with the bank; but it has been 4 months and I have not received an answer about this issue. Transaction Details: FedWire IMAD: ****************** TRN: ************ My Account Details Are: Company Name: **** **** LLC Account Number: ************

  Business response

  04/09/2024

  Thanks for being in touch.
  
  While we aren’t able to go into details on this user’s specific case for confidentiality reasons, know that our team goes the extra mile to offer Relay customers the best banking experience possible. This includes transparent, responsive and clear communication.
  
  We’ve been in touch with this user to update them on the status of their account and funds, and provided them with clear details on next steps.
  
  We value the feedback.
  
  

• Initial Complaint

  26/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RELAY HAS HELD MY FUNDS AND HAVE REFUSED TO CONTACT ME OR RELEASE MY FUNDS AND THEY HAVE LOCKED ME OUT OF MY ACCOUNT ... FOR NO REASON ...NOTHING SUSPICIOUS BUT NOW THEY HAVE STARTED ** **** WITH MY BUSINESS FUNDS ... ITS BEEN MONTHS AND NOTHING HAS BEEN DONE

  Business response

  04/09/2024

  Thanks for being in touch.
  
  While we aren’t able to go into details on this user’s specific case for confidentiality reasons, know that our team goes the extra mile to offer Relay customers the best banking experience possible. This includes transparent, responsive and clear communication.
  
  We’ve been in touch with this user to update them on the status of their account and funds, and provided them with clear details on next steps.
  
  We value the feedback.
  
  

• Initial Complaint

  23/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 17 I received funds to my account from ** ******.Relay asked where the funds came from I told them from ** ****** gave her first an last name an told relay if it’s a problem to send it back to her.Relay proceeds to say they’re are closing my account an my remaining funds in my account will be sent out in a check to me. They send the check may 19 I didnt receive the check until June 1st. I go a try a cash the check nobody wants to cash it they feel like the funds won’t be paid. So I call relay June 6th letting them know no one wants to cash the check a why is this happening. Relay Representative tell me oh my apologies we put a hold on your check until June 20 that’s when you will be able to cash it. June 21st come I call relay to make sure the check is good to cash now the relay representative tells me my check is good a the funds be in positive pay on the check since June 20th. So I head to ***** bank again which is the bank on the check where the funds coming from an once again ***** bank says that the check is not in positive pay an at this point relay needs to send out a new check. A ***** bank clerk got on the phone with relay an explained everything to them letting them know the check keep declining an to send out a new check.Relay Rep says ok an since June 21st no one haven’t called me or emailed me back like they said they would I have called to speak with a supervisor they **** an said the supervisor will call me still no call they have blocked my phone number for calling their business *** ** ***** ** **** ** ** ************** I just want my money they have took.

  Business response

  15/10/2024

  Thanks for being in touch.
  
  While we aren’t able to go into details on any user’s specific case for confidentiality reasons, know that our team goes the extra mile to offer Relay customers the best banking experience possible. This includes transparent, responsive and clear communication. We’ve been in touch to update you on the status of their account and funds, and provided them with clear details on next steps.
  
  We value the feedback.
  

• Initial Complaint

  27/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received two ACH payments Nov 29, 2022. One ACH payment was for $4,452.00 and the other one was for $3853.97. During this time my account was locked due to them investigating my account, in the end it was unlocked. But because my account was locked, the two ACH payments were "returned". When I contacted the company that sent the ACH payment, they said they never reached the "returned" ACH payment. **** **** **** **** ******* ** ******* ****. They have the trace numbers associated with the ACH payment, * ******** *** ******* ** *** ********** **********

  Business response

  04/09/2024

  Thanks for being in touch.
  
  While we aren’t able to go into details on this user’s specific case for confidentiality reasons, know that our team goes the extra mile to offer Relay customers the best banking experience possible. This includes transparent, responsive and clear communication.
  
  We’ve been in touch with this user to update them on the status of their account and funds, and provided them with clear details on next steps.
  
  We value the feedback.
  

  Customer response

  04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not been contacted regarding to any steps to resolve this issue
  
  Sincerely,
  
  ****** *****

  Business response

  18/09/2024

  Thanks for following up,
  
  We have heard your feedback and have reached out to our Account protection team to look further into your account. Unfortunately we are unable to go into the details of accounts on this platform and empower you to please reach out to us via our email *******@*******.com or give us a call at 1-************ to help resolve any issues your encountering.
  
  Hope you have a wonderful rest of the day and thank you for the feedback.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩