Checking or savings account -- Problem with a lender or other company charging your account -- Complaint #18566482
Complaint Overview
Complaint ID: 18566482
Company: Relay Financial (US), CORP.
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-Issue: Transaction was not authorized
State: Florida
ZIP Code: 33617
Date Received: 2025-11-15T12:00:00-05:00
Date Sent to Company: 2026-01-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing this complaint because Relay mishandled my Regulation XXXX dispute regarding unauthorized duplicate charges made by High XXXX XXXX XXXX totaling {$1400.00}. These identical High XXXX Games charges were deducted from multiple accounts I own, including Relay, XXXX, XXXX XXXX XXXX XXXX. This shows the transactions were duplicate unauthorized debits, not authorized purchases. Both XXXX and XXXX already investigated the same charges and refunded me, confirming these transactions were unauthorized. Relay is the only financial institution refusing to comply. Relay also repeatedly claimed they did not receive my dispute documents, even though I have fax confirmation receipts proving successful delivery. This appears to be intentional delay or mishandling. When I attempted to escalate my dispute over the phone, I was placed on hold for XXXX minutes, hung up on, and treated rudely. Representatives refused to provide identification or escalate me to a supervisor. This behavior obstructs my ability to resolve the dispute. Relays denial letter states no error occurred but provides no evidence. They have refused to provide the documents they supposedly used to deny my claim. Under Regulation XXXX, the bank must provide provisional credit within XXXX business days unless they can prove authorization, which they have not done.
Frequently Asked Questions
What is Complaint #18566482 about?
Complaint #18566482 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 2025-11-15T12:00:00-05:00.
How did Relay Financial (US), CORP. respond to this complaint?
The company responded with: "Closed with explanation". The response was 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.