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:01/15/2025

  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.

  The date was Monday 01/13/2025, my daughter asked for some money to get some gas for a job interview so i was going to send her $20 from my Venmo acct, i tried to send it and it said there was a problem. So i checked my email to see if a message had been left and it was saying that my account was frozen due to too many banks involved with my account. Now i just recently gotten this account and i haven't gotten my debit card yet. So i finally got in contact thru chat but that didn't help so i placed a dispute ticket for this issue. So ****** responded and said i would have to show my ID and bank account info, so i did and they still haven't unfrozen my acct yet and i need my $58.04 to use for grocery and gas for our car. And i feel like they're taken their sweet a** time unfreezing my account so i can get my money out and be done with them PERIOD! My acct is with ********************** and they just keep stalling with unfreezing my acct. I'm so done with them.

  Business Response

  Date: 02/05/2025

  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:01/15/2025

  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.

  They have had my money frozen after verification of my identity has passed and I have emailed over 1000 times and they still have my money and will not release it my water is shut off and we are starving because of this and having no access to only funds

  Business Response

  Date: 02/06/2025

  Dear Atlanta Horn,  

  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:01/15/2025

  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 a customer pay me with Tap to Pay Via **********************. She tapped her card, Venmo guaranteed that the balance would be available within 30 minutes for processing..11 days later with multiple calls & chats with customer support they cant tell me why I dont have my 2,500$ payment in my account it is my rent money and they say they dont have an estimated time to fix. This is going to cause me to be homeless I keep getting the runaround of them saying its on the engineering team its just a glitch, but they wont give me a provisional credit until its fixed they say its up to the engineer team. But when I ask they wont give me a number or let me contact that ******* just reaching out for help, I worked for 9 days after receiving that payment 8 hours a day and I dont have any money to see from all of that hard ******** Im going to loose my house and Venmo doesnt care.

  Business Response

  Date: 02/11/2025

  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:01/15/2025

  Type:Service or Repair 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 $20 in my Venmo account that is stuck. The computer system has decided that its too risky and wont allow the money to be touched. They said I can try to get approved for a Venmo debit card or attempt to have it put straight in a bank account. I dont have a bank account and I just want my $20 out of there. Venmo claims that the computer system is completely in charge, there is no way to override or change the systems decision. I would just like my $20 to be released to me in a timely and fair manor that doesnt favor Venmo.

  Business Response

  Date: 02/05/2025

  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: 02/06/2025

   
  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:01/15/2025

  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 is holding my money hostage. I can't move , withdraw it, or send it to anyone. They keep saying they can't help, and the supervisors don't take phone calls.

  Business Response

  Date: 02/05/2025

  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:01/15/2025

  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.

  On 12/18/24 my account experienced a fraudulent charge for $213.58. I reported this to Venmo immediately and cancelled my card. They resolved the dispute within hours which is oddly fast. They denied the dispute stating that I had received a payment in the days before so it was implied that it was a transaction I was planning on making. It was NOT. The money paid to me on 12/16 was labeled as a car payment. ******** IS NOT A CAR COMPANY. my car payment was unable to be made due to the theft of over half of the money. Had Venmo customer service read this memos they would have seen this. They did not allow me to reopen the dispute without a police report, which Boston police declined to provide due to the small amount of money and the fact that I do not know who did it. The reasoning behind their denial was inappropriate and unjust and they are essentially allowing people to steal from me.

  Business Response

  Date: 02/05/2025

  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:01/15/2025

  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.

  I am dealing with the most incompetent people at Venmo. They informed my mother several times that they could send the funds to the correct account. I lost my home in a Los Angeles fire and do not have the time to spend hours on the phone let alone more than a half hour or so on the phone with support but here I am having to complain to BBB for them stealing funds. Somehow I have more than one account. I have changed phone numbers and emails and bank accounts over the years as most people have. My mom sent me 250 to an account I can't gain access to. I have moved a million times so I couldn't "provide the address" because my account was hacked. So they not only owe me those funds, but whatever they have taken from me fraudulently from accounts is also owed to me via check. Or at least into my new Venmo account. I verified my I.D and it still shows suspended on a new account. I only have a photo of the ** I gave them every single address I have had with the exception of a few that I was only at temporarily. But they can verify me with my photo I.D they are making someone who just lost everything and her home go through additional h*** when a photo I.D is enough for a loan, so *** are they doing over there? Usually I would say idgaf what country you are from, but get people who speak English as their primary language because they don't understand me and I don't understand them 99.9 percent of the time.

  Business Response

  Date: 02/11/2025

  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:01/15/2025

  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.

  On January 7, I contracted a company to transport a horse from *********** to *************. The company sent me insurance cards as proof and pics of vehicle and testimonials. As per the agreement I was to send them $600 and then the other 600 would be paid upon completion of the job. Once Ipaid the deposit and then I didnt get my invoice and the company refused to give me cell numbers of the drivers who would be transporting I started to get questionable. So I went onto the insurance card that they had sent and realized that it was all made up and all fraudulent. They sent me illegal insurance cards and DOT information. I immediately called Venmo the nextmorning less than 24 hours after the transaction had had taken place and told him about the scam and that I wanted to cancel the payment andget my money back. they are now saying that I cannot get my money back. There has to be some sort of ramifications for creating fraudulent insurance cards as away to scam people. So I dont know if ****** **** or ****** ******* are actually real. People are real names, but I do know the person that waspaid on transaction ******************* is real and got $600.

  Business Response

  Date: 02/05/2025

  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: 02/06/2025

   
  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:01/15/2025

  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.

  So i was issued a refund that never came on my card so i had to dispute the transaction with my financial institution which is venmo i sent in my receipt which should be the only thing needed and still havent got a response where is my money ive sent all required documents such as receipt and still havent receivedy money

  Business Response

  Date: 02/06/2025

  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:01/14/2025

  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.

  I upgraded my iphone last week and my Venmo app did not work on my new phone. I follow the steps to reset my password and was completely locked out from my account on all devices. I tried calling the number listed on line for customer service and was referred to ************************** for assistance (no option to speak to a live person on the phone). The website forced me to use a chatbot that has only a limited number of specific questions it will answer, none of which was helpful. After following a convoluted series of steps, I was eventually able to get to a form to fill out to request assistance. After submitting the form, I was adviced someone would email me in 24 hours. A team member responded by email *********************************************************************************** order to confirm my identity. After submitting my id, the person sent me a code to reactivate my account, which only works through the app. This obviously did not work, since I am locked out form accessing my account. I requested cancellation of my Venmo account and instead was given a second code to enter on the app. I emailed this person back explaining I am unable to get into the app to get to the step where I can enter this code. I again requested cancellation of my account. Since then, I have been ghosted and have not gotten a response from anyone. I would like Venmo to confirm my account is closed and I will npt be responsible for any money transactions made in my name going forward, since I am locked out of the account and they dont seem to be able to help me or listen to my concern. I believe it is my right to cancel an account whenever I wish not to conduct business with a company any longer. I am extremely dissatisfied with their customer support and do not whish to remain in Business with this company.

  Business Response

  Date: 02/04/2025

  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