Checking or savings account -- Problem with a lender or other company charging your account -- Complaint #17974071
Complaint Overview
Complaint ID: 17974071
Company: Relay Financial (US), CORP.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
State: Ohio
ZIP Code: 43015
Date Received: 2025-11-27T12:00:00-05:00
Date Sent to Company: 2025-11-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
on XX/XX/XXXX at XXXX, I purchased an XXXX XXXX for my kids. The transaction was {$120.00} and was processed on my debit card with financial institution, Relay Bank. The correct billing and delivery address was on my transaction. By XX/XX/XXXX, I realized the XXXX was not received and reached out to the vendor, who " confirmed delivery '' " at my mailbox ''. The mailboxes in my neighborhood are community mailboxes and I confirmed with my mail carrier that there was nothing for me that would have been set beside our community mail location. I emailed the company on XX/XX/XXXX at XXXX - to which the customer service email address provided on the purchase receipt ( XXXX ) was returned invalid. I then contacted my financial institution, Relay Bank at online, to which they send me to a telephone number of XXXX. I called the number and provided the person with the transaction, details around the purchase, my inability to reach the merchant and the transaction number of the purchase. The customer service representative was " unable to locate this transaction '' and said I must send an email with the details and my dispute request. I immediately sent the email as directed by this representative to XXXX on XX/XX/XXXX at XXXX XXXX I received a response that a " ticket has been opened for me XXXX XXXX. In this email, I included the amount of the purchase, copies of the receipt from the merchant, copies of my request email for the refund, copy of the " undeliverable '' customer service email, the transaction number of this purchase and all the documentation to allow them to dispute the transaction. I heard nothing else from the bank and followed up again on XX/XX/XXXX. no reply - followed up again on XX/XX/XXXX to which finally they said they were trying to reach me at an old email address. I then replied with the correct contact information and reopened the dispute case. Nothing else was sent by Relay Bank or XXXX until XXXX when the bank said they conducted an investigation and my request for dispute was outside of the window to dispute and they closed my case in favor of the merchant. I appealed the decision and received another email saying they stand by their decision.
Frequently Asked Questions
What is Complaint #17974071 about?
Complaint #17974071 was filed against Relay Financial (US), CORP. regarding Checking or savings account specifically about Problem with a lender or other company charging your account. It was received by the CFPB on 2025-11-27T12:00:00-05:00.
How did Relay Financial (US), CORP. respond to this complaint?
The company responded with: "Closed with explanation". The response was not timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Relay Financial (US), CORP.?
Yes, visit the Relay Financial (US), CORP. company profile at readthecomplaint.com/company/relay-financial-us-corp to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.