Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Venmo suspended my account due to an apparent user agreement violation. Instead of counseling me on the issue or flagging it in the first place they suspended my account and emailed me asking for ID verification. After I had sent it they emailed me back saying that they permanently suspended my account. Afterwards I had a deposit from DraftKings accidentally deposited onto the card associated with venmo in the amount of $530.86. I reached out to customer support to be told that I would not see my money for another 180 days. I'm not asking for the suspension on my account to be lifted, I am just asking to have my money refunded to me. The customer support representative that I spoke with refused to do so. I was told that The account was suspended indefinitely and a direct deposit shouldn't have gone in anyway. If that's the case I should get my money back they should not be withholding my funds. These funds are vital to pay my rent and I am looking to have them reimbursed as soon as possible which is why I'm reaching out to the better business bureau

  Business Response

  Date: 07/12/2024

  Dear *****************************, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo

• Initial Complaint

  Date:06/28/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made approximately 20 communications with Venmo in the two days since making the account - and they refuse to close the account.Immediately on making the account with my email they suspended/froze it. This is within one second of making the account - so I decided to close it and the account portal refused. **************** refused. Instead, they have only my name, email, and cell phone and yet immediately said they will not close the account unless I send them my photo identification. This is absurd. I repeatedly requested closure or unfreezing of my account so that I can close it - but they refuse. I am not about to give this company my identification - they have no need of it - I am confirmed with my email and cell phone, which is all they ever had they do not need anymore to unfreeze or close it.Literally a second after making the account on June 26 they refused to let me close it - freezing my ability inside the account to close it. Repeatedly, customer service agents have refused to close it unless I now send them my identification. For my privacy and my security, I will not. They have no need of this. I want this account closed. It is disturbing to me that they refuse and that they froze/suspended it one second after making it - demanding my id or else they will not let me close it.I ask the BBB for assistance. I do not want an account with ********************** - as soon as I tried to make one they suspended it - when I tried to close it they demanded I send my identification before they will close it (or give me the ability to close it in the account portal). Please help. Thank you.

  Business Response

  Date: 07/04/2024

  Dear *****************************, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo
  
  

  Customer Answer

  Date: 07/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  They closed my account as I requested.
  
  Thank you, BBB. for your assistance.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company gave me a $7k credit card, then the first time I used it, they dropped the credit down to $600. They promised me a high credit limit to get me to sign up for the card, and then pulled the rug out from under me by using bait and switch tactics. It's false advertising and they are luring people into their trap through these false pretenses to get people to sign up. NOW my credit rating is affected and I can't apply for a card with a limit that I can work with because this company FOOLED me into signing up with them by LYING to me about the credit limit they would give me. I would have NEVER signed up for this card if I had known that the company I was signing in with was a den of thieves.

  Business Response

  Date: 07/02/2024

  Dear *****************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo

• Initial Complaint

  Date:06/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 22,2024 the credit card I had linked to Venmo was compromised 3 airline tickets. So I had 5 charges all together 3 airline tickets and 2 Venmo.to the same person. When I disputed the charge of airline tickets one of the charges for Venmo was disputed. I went and paid the woman in cash for her service. On April 10 I got a charge back from Venmo ****** On June 10 Venmo states the receiver got the money. They assured me. This should be simple. She says she never received the money I am out over ****** I just want to be sure she got the money. I have 39 emails and quite frankly I am annoyed

  Business Response

  Date: 07/01/2024

  Dear *********************************, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo
  
  

• Initial Complaint

  Date:06/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They accused me of paying my credit card late.

  Business Response

  Date: 07/04/2024

  Dear ***************************,
   
  My name is ****, and I am writing on behalf of PayPal, Inc. in response to your complaint regarding PayPal's Venmo product.
   
  I understand your complaint is regarding the Venmo MasterCard, which is offered by *************** ************** is the appropriate entity to address your complaint. For your convenience, I have provided contact information for ************** below as well as forwarded your correspondence to our bank partner Synchrony for further review and follow up.
     
  ************** customer service can be contacted by phone at ************** or by mail at:
     
  Venmo MasterCard
  P.O. Box 71735
  ************, ** 19176-1735
   
  Although I am unable to address your specific concerns in this contact, I forwarded your concern to our partners at *************** I offer our sincere apologies for the difficulty that you may have experienced. Please feel free to contact PayPal's ****** of ****** Customer Complaints & Advocacy at **************************************** if you have any questions or concerns or if we can be of further assistance.
   
  Very sincerely yours,
  ****
  ****** Customer Complaints & Advocacy
  PayPal
   

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late January to early February, the money transfer service as well as the merchant account ************************ had defrauded me of roughly 800 dollars. I managed to get 250 back in late April or May, but a portion of the money was supposed to deal with a ticket and my vehicle registration. Due to this I was unable to register my car and had received several tickets the following months. So because they decided to steal my money and not return it I owe the state almost three times the amount, I was also arrested for driving without a registered vehicle, driving on a suspended without knowledge and no proof of insurance. It is Venmos fault that I now have a record. And that bars me from a multitude of opportunities. Venmo basically robbed me and then ruined my life.

  Business Response

  Date: 07/05/2024

  Dear *************************************,  

  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help,so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 24th, 2024 I was a victim of a carjacking. The assailant stole my phones as well which had my Venmo card attached to Apple Pay. The assailant used my card to send $60 through Cash App, $676.02 through Apple Pay, $56.19 at a smoke shop, $26.38 at **** and $6.48 at a ******** I contacted Venmo and let them know what occurred. I submitted information showing the police report for what had happened and explained the situation to multiple representatives. My claims were denied, appealed, and denied again. This is extremely disappointing and frustrating. I have had Venmo for years and have never had an issue like this occur. They are not assisting me with recovering stolen funds and are treating me as if I am the criminal. This is not how a long standing, loyal customer should be treated in a situation that was entirely out of his hands.

  Business Response

  Date: 07/05/2024

  Dear ****************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 11th I wanted to buy tickets to ****************** show in ************. I placed a tickets wanted ad on *********** I'm handicapped and require handicapped seating. Almost impossible to find. I was emailed then called by a man who said he had the tickets I needed. We spoke at length. He then emailed me a photo of the tickets. After emailing, texting and speaking with him, I felt comfortable paying him for the tickets. He asked that I send the payment under the friends and family listing. I've done that before with no problems. He said I'd get the tickets in about 15 minutes. They never arrived. I spoke with him repeatedly but still no tickets. I immediately called Venmo, explained what happened and provided all his contact information. They assured me that they would help me. They also said my case would be expedited. I was contacted by Venmo the next day and they said they'd had problems with this person before. But that didn't matter. I would receive no refund. They knew this man was a criminal and did not care. Venmo aided and abetted a thief. This is a perfect example that once Venmo takes its profit from the transaction, they do not care about scammers using their company. It's dishonest and despicable that Venmo would act in this manner.

  Business Response

  Date: 07/01/2024

  Dear *****************************, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21911849
  
  I am rejecting this response because: At the beginning of this ordeal, Venmo stated, "Rest assured that we have your case taken care of." **** clearly suggests that Venmo is going to assist me in recovering the $450 stolen from me. Additionally, Venmo acknowledges who the thief is and they're going to take "appropriate action" against him. However, charging him back for the $450 or at the least setting up mediation, Venmo declines both. 

  From Venmo's actions, it's very clear that Venmo will routinely aid and abet thieves using its services. 

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

  Business Response

  Date: 07/10/2024

  Dear *****************************, 
  
  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know their issues are taken seriously.
  
  We reviewed your experience once more and sent you another response via email that we hope will address your concerns. As always, you can reach us by visiting our Contact page on the Venmo website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  Venmo

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21911849
  
  I am rejecting this response because:

  Venmo hides behind its privacy rules to aid and abet criminals. They know exactly who stole my money. But they have offered me absolutely nothing in the manner of support. 
  

  Why doesnt Venmo set up arbitration? Because once they take their profit from the transaction, they have no reason to assist anybody. 
  

  Thousands of complaints about Venmo. That doesnt bother them at all. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/14/2024

  Dear *****************************, 
  
  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know their issues are taken seriously.
  
  We reviewed your experience once more and sent you another response via email that we hope will address your concerns. As always, you can reach us by visiting our Contact page on the Venmo website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  Venmo

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21911849
  
  I am rejecting this response because:

  I have not received any recent email from Venmo. I've searched my Outlook account and found nothing. 

  Venmo has made absolutely no effort to assist me. Even though they claimed they would. 

  I know Venmo will continue to hide behind their privacy policy. And continue to aid and abet the criminal, who they know, that stole my money. 

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

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 31st I made 3 transactions using venmo to *********************** a travel agent who was supposed to make my reservations for a hotel in sorrento, *****. The total amount for the transactions was $4,688 broken up in $10, $2,000 and $2,678. Since the funds were transferred I have been connecting with *********************** weekly for confirmation numbers and she kept promising she will get it done the following week. This mth (June 2024), *********************** ghosted us and has not responded to any txt msgs or phone calls. Her vm is full. I contacted my bank to reverse the charges bc clearly this is a fraud and they said venmo is not cooperating and denying the reverse of payment. Clearly, I have been scammed and have no hotel confirmations and venmo should provide my bank the details so they can reverse the charges. I would appreciate any help in this matter.

  Business Response

  Date: 07/01/2024

  Dear *****************, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo
  
  

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get my money from my account at **********************. This is the second time, the first time lasting almost 3 weeks. This second time is 6 days. There has never been fraudulent activity on my account or any of my friends accounts. My account has been frozen twice because I followed instructions of Venmo employees. I have provided them with everything they asked. Then they say its not frozen, not flagged. They will not let me add bank account, card, send within or outside of Venmo, or send my own money to my own PayPal account. And they wont let me close my account. This same thing happened not even 2 months ago. They are asking for the exact same paperwork. NOT ONE PERSON ON THE CUSTOMER SERVICE HAD A SOLUTION, REMEDY OR AN ANSWER. Nothing and I am stuck without my money. Over 20 emails and at least 8 phone calls and 3 times of disconnection for no reason!

  Business Response

  Date: 07/03/2024

  Dear *****************************, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo