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:06/25/2024

  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.

  Venmo is withholding funds and says my account is frozen. They simply asked me to verify my account with a valid ID. I then sent pictures of a temporary Drivers License I just got from the *** because I had lost my other license. They claim they cannot accept this ID. And are now asking for more information than originally asked for.

  Business Response

  Date: 07/06/2024

  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:06/25/2024

  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.

  My Venmo account was suspended on June 21st. Later that day my money was accidentally deposited into my Venmo account. After that fact, Venmo claimed that theyll be holding my funds due yo risk of reversal. However, those funds were deposited into my account, so what reversal risks are they referring to. They will not address my questions on email and customer support. They also are saying that my account was frozen starting 6/21/24 but it was actually 6/5/24

  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
  

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21899479
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/25/2024

  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.

  A post was made on out community page on ******** by someone selling empanadas. My husband contacted them and she said she would drop off the product the next morning. He venmoed her $40. She never showed and turned off all messaging. We filed a police report and when we contact Venmo to file a dispute they pushed the money through basically saying ***** for you.

  Business Response

  Date: 06/27/2024

  Dear ***************************,
  
  My name is *****, and I am writing on behalf of PayPal, Inc. in response to your complaint regarding PayPal's Venmo product. 
  
  My review determined that this complaint was not submitted on your behalf but on behalf of another Venmo account holder.
  
  Due to Venmo's strict Privacy Policy, we are only able to address account information with the account owner. As a result, we cannot divulge account details to you regarding an account that is not in your name. I apologize for any inconvenience caused in respect of this matter. I have provided a full response with all details directly to the account holder.
  
  Although I am unable to address your specific concerns in this contact, 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
  **********************
  

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21898181
  
  I am rejecting this response because: my husband and I share our Venmo and linked bank account. Legally I am his beneficiary for everything. Hes sitting right next to me as I write this rolling his eyes at this response due to your lack of responsibility taken. Thats ok well just file another complain under his name. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/03/2024

  Dear ***************************,
  
  My name is *****, and I am writing on behalf of PayPal, Inc. in response to your complaint. 
  
  My review determined that this complaint was not submitted on your behalf but on behalf of another PayPal account holder. 
  
  Due to PayPal's strict Privacy Statement, I am only able to address account information with the account owner. As a result, I cannot divulge account details to you regarding an account that is not in your name. I apologize for any inconvenience caused in respect of this matter. I have provided a full response with all details directly to the account holder.
  
  Please feel free to contact PayPal's ****** of ****** Customer Complaints & Advocacy at **************************************** if you have any questions or concerns or if I can be of further assistance.
  
  Very sincerely yours,
   
  *****
  ****** Customer Complaints & Advocacy
  **********************

• Initial Complaint

  Date:06/25/2024

  Type:Order 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 recently was approved for an account. Was sent 200 dollars and then they shut my account down. They said they are keeping my money for 180 days. I need these funds to pay my rent and can not wait 180 days. Please help thank you.

  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
  

• Initial Complaint

  Date:06/24/2024

  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 had transferred $8019 from my cash app into my Venmo account then a few days later when Im trying to add my debit card I got the information wrong too many times now theyre trying to tell me they wont give me my money for 180 days when the money had nothing to do with the reason they froze my account

  Business Response

  Date: 06/27/2024

  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:06/24/2024

  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.

  Every month for the last 4 years Ive been trying to contact Venmo specialist team to receive my funds. My account was frozen because I sent money to my family with the name BLM Black Lives Matter in the subject line. Moments later my account was frozen and subject for review for tbh to this day Im not sure. After providing my identity, showing proof of my employment , and my family members information my account was still frozen. I received a message that my account would be locked and with no explanation wouldnt receive my funds. Everything I try to contact them Im met with a bot telling me theyll let me know via if my funds are released. Its been 4 years now and I have still not received any of my funds. I just want my money because its not a small sum. As I see with the many complaints form this company it seems like they steal consumers money.

  Business Response

  Date: 06/28/2024

  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:06/24/2024

  Type:Order 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.

  We received the following email on June 22nd, 2024 Hi Heartland Cabin Cleaning and Pool Services,Weve noticed some unusual activity linked to your Venmo account which may be in violation of our user agreement. To help us protect your account, your account has been suspended until we hear back from you. You may have also received a separate email providing more information about the suspension of your account. To resolve this issue, please submit a picture of your photo identification via our Document Upload Form, linked below. For your privacy and security, please do not reply back to this email with your documents.What is a valid photo identification?Acceptable forms of ID include a drivers license, state ID card, US passport, US ***** or green card. The name on your photo ID should match the name registered to your Venmo account. Expired documents are not accepted.How do I upload the documentation?You can find our Document Upload Form here: Unfortunately, until your information is reviewed you wont be able to send or receive money and may not be able to withdraw money from your Venmo account.Once youve provided your information, well review and respond about the status of your account, usually within 7 business days.We appreciate your help with this matter.Venmo Team For any further support please visit Venmo *********** or Contact us here.-They received a copy of my drivers license but they still have not released my funds and when I call their number and spoke with their representative ***** and Supervisor ******* they say that I am not able to talk to the department holding my funds. So my account remains in limbo, without resolution I was never even told what it is that they are supposedly investigating.

  Business Response

  Date: 06/28/2024

  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: 06/28/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/24/2024

  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.

  Subsequent to a self-initiated dispute involving a theft/misuse of a personal account, the business in question resolved my inquiry, and returned any money involved in the theft, to my account. This dispute involved suspending my account, despite said account not being directly compromised, to which I was promptly informed via email that I would be obliged to provide a photo of my identification card, in addition to resetting my password. Given the formal process that had been explained to me via phone, I understood and urgently complied. I was then contacted via email stating that I must now provide a photograph of myself holding the ** in question, as well as change my password yet again, to which I again fulfilled said request. Following the submission of the requested documentation, I was informed that my account had now been permanently deactivated, and that they would be holding my $111.58 for up to 6 months for loss prevention purposes. At this point, being weary of the growing requests, I opted to make a call to the businesses customer service department, as the emails I'd received were of growing concern, regarding their legitimacy, to which I was told that it is being handled by an account specialist and that they refuse to speak to anyone directly on the phone. ******, having been transferred to a member of management (******) during the call, I was told that again, no specialist has a phone to assist me in my inquiries, and that even if I were to respond to the questionable email, I would likely to be given no helpful information or resolution, and that the money, despite being resolved and returned to me, could be held in the event that the thief disputes the charges with his bank, despite being the victim of said theft and my cases resolved and finalized, to which the manager informed me was all they know about such circumstances. I informed him that prior to my identity verification, I had the option to transfer out my funds to my bank.

  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:06/24/2024

  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.

  I had a ***** sent to me on Venmo from a good friend, upon using the funds the account was immediately frozen. After verifying and uploading a valid photo id the account was then moved to another department but still frozen holding my funds for absolutely no reason! I feel theyre holding the funds so that you later forget or give up and they can collect it.

  Business Response

  Date: 06/28/2024

  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:06/23/2024

  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.

  Ive done nothing wrong but be a phenomenal client to both pay pal and Venmo. I still do solid business with pay pal. Who owns Venmo. Ive done nothing illegal or unethical ever. I want my account reinstated and an apology or Im suing. Period

  Business Response

  Date: 06/27/2024

  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