Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Better Business Bureau®
For Businesses
Share
Business Profile

Payment Processing Services

Venmo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

Customer Complaints Summary

  • 4,696 total complaints in the last 3 years.
  • 1,536 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/28/2024

    Type:Billing Issues
    Status:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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

  • Initial Complaint

    Date:06/27/2024

    Type:Billing Issues
    Status:
    Resolved
    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 attempted to use Venmo on 6/24/24 for the first time, I put in my debit card information as instructed and Venmo allowed me to do one money transfer to a friend and then froze me out, I attempted 24 times to put in required debit card and bank information as instructed within 24 hours and this raised security issues are Venmos end, I chatted with Venmo over the course of the 4 days and was told on 6/25/24 that because of the attempts there was security declines and over time they should disappear and I should be able to use the service however on ***** I received an email that my account was frozen and I needed to send certain documents to Venmo photo Id, and bank info so Venmo could see my account info with the required numbers and my name, I sent these to them, on 6/26/24 Venmo unfroze my account and I could put in my bank account to be able to use, Venmo sends to your bank certain money denominations as transfer so Venmo can verify the account, well I did not get these number transfers in a timely manner which I thought were instant so I took the bank account info off my account hopefully that if I put it back in it would work, I did not fully understand the workings of Venmo and what is expected of a customer, I received another email on 6/27/24 that the account was again frozen and to send over the requested documents which I did and now I received another email on 6/27/24 that I have been permanently banned from Venmo because of me attempting too many times to use Venmos services I violated Venmos user agreement, I told them that instead of helping someone new to the service and banning them they should be helping them, I am no threat to venmo

    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

     
    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:06/27/2024

    Type:Billing Issues
    Status:
    Answered
    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'm facing an issue with Venmo withholding my money. They requested my ID, and I provided both my passport and state ID. Additionally, I sent my bank statement to their representative. Now they are asking for a bank statement that "shows a card ending in 9133," but bank statements don't typically display card numbers. It feels unfair that I have to go through all these steps just to access my $1600. It seems like Venmo is intentionally making it difficult for me to access my hard-earned money.

    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:06/26/2024

    Type:Product Issues
    Status:
    Answered
    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 6/26/2024 Venmo froze my account without explanation. They also froze my daughter's teen account which has almost 300 in it. They are holding account up to 3-5 business days, not providing access to money or visibility to teen account. We cannot visually confirm my daughter's funds were not misappropriated

    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:06/26/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 money sent to me via venmo FIVE years ago. Venmo froze my money as soon as I received it. I sent all information in to verify my identity and venmo is still holding my 160$ after 5 years. Help.

    Business Response

    Date: 07/07/2024

    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: 07/07/2024

     
    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,

    *****************************

Venmo is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.