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:01/10/2025

  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 opened a Venmo account in August ****** had no issues. It wanted me to verify my ID and so I did. I hadnt had a need for it until recently. I added $100 to my Venmo account debit card with no issues, when I went to use the money on the card, it would not let me. I got a message saying my account was frozen until I submitted an updated picture of my ID, which I did an account specialist got back to me and told me they wouldnt be opening my account back up and I might get my $100 back in 180 days and to not bother emailing them anymore because they would not reply. Totally unprofessional and ridiculous! He gave no reason for this decision at all. Ive emailed him back twice now, threatening the BBB and hes completely ignored me- so here we are. I just want my $100 back. I have 4 little kids and would have never added my money to this account if I knew theyd pull some c*** like this. I dont know anyone who can afford to just wait 180 days to MAYBE get their $100 back. What they are doing is basically stealing from me and thats not okay! I did nothing wrong, except try to do business with them apparently. All I want is my money back and Ill leave them alone. I will be making my friends and family aware of the c*** they pull though. They dont deserve anyones business if they think its okay to steal from others. Thank you for any and all help! I appreciate it so much.

  Business Response

  Date: 02/01/2025

  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:01/10/2025

  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.

  Complaint Title: Venmo Refusal to Refund Money After Being Scammed Complaint Description:I am writing to file a formal complaint against Venmo regarding a situation where I was scammed and did not receive the necessary assistance or a refund for the fraudulent **************** of Incident: [Insert date of the transaction]Details of the Incident: I sent a payment to ****** ***** via Venmo for concert tickets, details of the transactions : 6/17 -Transaction id: *******************- $2000.00 6/17 - Transaction id: *******************- $2,000.00 8/31 Transaction id: *******************- $1000.00 After the transaction, I did not receive the tickets and ****** ***** said she would be refunding me, but she never did. I immediately contacted Venmos customer support to report the scam and requested a refund. Despite following all steps outlined by Venmos policies and providing all necessary documentation, I was informed that Venmo was unable or unwilling to reverse the payment.1. I understand that Venmo offers protection for authorized transactions under certain conditions, but I believe that my case meets the requirements for a refund, and I am disappointed with the lack of action taken by Venmo.Desired Outcome:I am requesting that Venmo fully refund the amount of $5,000.00 for the transaction in question, as I believe that the circumstances of the scam meet the criteria for reimbursement as outlined by their policies

  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:01/10/2025

  Type:Customer Service 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 friend sent me money and the second i recieved it they locked my account and refused to send it back.

  Customer Answer

  Date: 01/10/2025

  I want them to allow me to retrieve my 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:01/09/2025

  Type:Customer Service 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.

  Around Dec 2024, Venmos application did not allow me to properly transfer funds from my bank account (USAA which is registered under my Venmo profile) to my Venmo account. This caused many headaches as I tried numerous and at different times (over a course of a few days) getting denied. My wife was able to transfer money from her bank to her Venmo account with no problems. I even went further to check **** to see if there was something on their end as the issue (there was none). Venmo did not seek to provide me any answers except to tell me just keep trying from different call center agents. Some of the agents had me on speakerphone, dropped the call or didnt have any answers except they saw me attempting to do the transfer and failed. There was one Venmo agent (**** S) which I found to be very condescending and rude during our interaction. I believe Venmo has set up many false positives and flags the transactions in their system for fraud thus denying legitimate transactions versus allowing them to process. None of the Venmo call center agents were able to tell me why or what could be done to correct it (except try again later!). There was no idea on timeframe when their security personnel review their logs to correct this to either clear or validate the flag, adding more to my frustration.What becomes even more annoying that I end up trying a few weeks later (1st week of Jan 2025) to do a funds transfer from my bank to Venmo and (surprise!) the transaction goes thru with no problems or issues! This continues to add more weight to my claim why did it take so long (and no notice or follow up from Venmo) to tell me why this occurred and what they did to correct it and help to avoid this in the future. From my research on the web, it seems that this area is a common problem issue with Venmo and would recommend that they investigate reviewing these items and see how it can be corrected for its customers and improve their business processes.

  Business Response

  Date: 01/31/2025

  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:01/08/2025

  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 may purchase with this company for cryptocurrency. After purchasing this cryptocurrency I try to send it digitally and for some reason it would not go so then when I tried to sell my my cryptocurrency back in the cash it held my money for seven days. They wont give me a reason why they just held it for seven days I have purchased cryptocurrency with this company hundreds of times and this is never happened. Baking institutions if they hold your money for more than three days it becomes an unethical nobody in that company has a switch and everything is up to the system. Theres no manual override where they can like release funds its ridiculous they said theres an issue but nobody will give me a reason why theres an issue that theyve given me no reason for taking my money not once but twice now. And to me the only issue that that has occurred for this account is they forgot to disconnect a phone number for it for it a closed account so when I got a new phone number and tried to swipe out my other phone number in it it didnt like that they tell me that thats not the reason but theres no other red flags that have happened to my account this company is ridiculous they have no right to hold my money

  Business Response

  Date: 01/29/2025

  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:01/08/2025

  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.

  *** issued a refund yesterday to my venmo card. It has not been added to my venmo wallet. When I try to contact them I get an ai robot. It's my money. It was refunded back to my card by ***. I want my money.

  Business Response

  Date: 01/30/2025

  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:01/08/2025

  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 keep trying to reopen a dispute and they are ignoring me in the chat. They come then disappear.

  Business Response

  Date: 02/03/2025

  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: 02/05/2025

   
  Complaint: 22781649
  
  I am rejecting this response because:
  

  They just sent me a generic response and did not help me 

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

  Business Response

  Date: 02/07/2025

  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

• Initial Complaint

  Date:01/08/2025

  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.

  I'm very glad to reach you out BBB.Okay so I'm facing issues of receiving payment from my family and friends and I don't know what is wrong with my account .Whenever my relative try to send me money for my up-keep then it get declined. Please help me reach out to venmo and ask them to make my Venmo account active please.

  Business Response

  Date: 01/31/2025

  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:01/08/2025

  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 provided a service for one of my cleaning clients and I guess he said that he didn't make that payment. So, Venmo took $366 out of my account and froze it until I paid the remainder of the $500. I paid it because I use Venmo often for my business. I just can't believe that the person didn't have to provide any proof or anything before they filed that claim and had my money taken and account frozen. I contacted them and provided proof that I provided the service and sent screenshots of the client and I conversing, and I also provide a screenshot of where he left a great review on my business page. Still out of $500 and they told me there isn't anything they could do. I feel that's very unfair and they should have to have someone provide proof before they shut down a longtime clients account and take my money.

  Business Response

  Date: 02/06/2025

  Dear ***** ***** Jr, 
  
  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:01/08/2025

  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.

  So i had 496$ in a venmo account they talking about they go hold my funds up to 180 days its been 121 days im not waiting no more because i have been waiting no bank does this so i need my funds now

  Business Response

  Date: 01/31/2025

  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