You can file a formal complaint about any Relay service by emailing complaints@relayfi.com, and Relay acknowledges every complaint within one business day.
What you need before you start
Your name and the email address on your Relay account
A clear description of what happened and when
The outcome you are seeking (refund, correction, explanation, or other resolution)
The complaint category that best fits your issue (see the list below)
What counts as a complaint at Relay?
A complaint is any expression of dissatisfaction about a Relay financial service, made orally or in writing, that alleges financial loss, distress, or inconvenience. That includes concerns about how your account was opened or closed, card issues, fees, rates, servicing, or customer service interactions.
How do I file a complaint with Relay?
Send an email to complaints@relayfi.com with the details of your issue. To make sure your complaint can be investigated quickly, follow these steps:
Open a new email addressed to complaints@relayfi.com.
In the body, include four things: who you are, what happened, when it happened, and the outcome you are seeking.
Indicate the complaint category that best applies (see the next section).
Attach any supporting screenshots, statements, or documentation.
Send the email.
Which complaint category should I choose?
Pick the category that most closely matches your issue. The categories help route your complaint to the right team:
Customer service
Account opening
Account closing
Fraud
Debit card
Rates or APY (Annual Percentage Yield)
Account terms
Fees
Servicing
Other
If none of the categories fit, choose "Other" and describe the issue in your own words.
What happens after I submit a complaint?
Relay follows a three-stage process with defined timelines so you always know where your complaint stands.
Acknowledgment (within one business day). You receive confirmation that your complaint was received and is under review.
Final response (within 15 business days). If Relay needs more time, you receive a holding response by day 15 and a final resolution by day 35.
Resolution summary. The final response includes a summary of your complaint, the results of the investigation, and the reasoning behind the decision.
What can I do if I'm not satisfied with the resolution?
You can escalate to the Consumer Financial Protection Bureau (CFPB). File a complaint at consumerfinance.gov/complaint. The CFPB shares complaints about financial companies with the company involved and works to get you a response.
Common issues
You did not receive an acknowledgment within one business day. Check your spam or junk folder for a message from Relay. If it is not there, resend your complaint or reach out to the Customer Experience team.
You submitted a complaint but received a status update instead of a resolution. A holding response by day 15 is expected when an investigation needs more time. The final resolution follows by day 35.
You are unsure whether your issue is a complaint or a dispute. A card dispute or ACH dispute is a distinct process for a specific transaction. See the related articles below for the right path.
You want to file about the Relay Visa® Credit Card specifically. Use complaints@relayfi.com and choose the "Debit card" category note if your issue is card-related, or "Other" if it is a Relay Visa® Credit Card matter. For a specific transaction, file a dispute using the related article below.
Related articles
What should I do if I see unauthorized card transactions in my Relay account?
Submitting a transaction dispute for your Relay Visa® Credit Card
Talk to our Customer Experience team
If this article did not fully answer your question, our Customer Experience team is here to help.