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:01/08/2025

  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 accidentally hit the wring button on a solitaire game not realizing that it directly took money out on my venmo. I tried contacting venmo through their online and there is not one place you can actual write your dispute. Complete run around on the site teying to figure out how to file a dispute. And when you do click something the page does not work. I don't pay for games because for one I don't have the extra money to do so and Secondly they are scams. Now since venmo took the $10 out I am also going to get charged a overdraft fee of $37.00. I would like my money back. I will continue to write negative stuff until I do get it back. They are scam artist and can't get ahold of anybody.

  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:

  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.

  A friend sent me three sums of money, totaling $4,939 and called me and requested I send them back. I advised him he may be being scammed but he insisted, so I complied rather than holding his money against his wishes. After a few hours go by, he realizes he has fallen victim to scammers. In an effort to try to get his money back, he files a dispute with Venmo regarding those three initial payments sent to me. Initially, he is granted the dispute and Venmo informs me that I am responsible for paying back the $4939. I file an appeal and inform them that I was not contacted in regards to the dispute, and all I did was receive the money he sent me, and sent it directly back to him. I did not transfer it to a personal bank account and I did not send it to anyone else- it went directly from him to me. Venmo lets me know I won the appeal, but says I still owe them $128.17. I have contacted Venmo for the past 2 months trying to resolve this and I have yet to find a resolution besides them saying I owe them money. They are also saying my friend owes them money. At the end of the day, if they cant get the money back to him, neither of us should owe anything. Completely separate, a friend sent me $20 before she knew I could not currently access it, so Venmo has since held that money and applied it to my negative balance, when it should really belong to me. I have tried to solve this personally, but I am becoming impatient and there has not been an explanation of where the random sum of $128.17 has come from and why I owe it. There has been a police report filed the day the incident occurred and I have phone calls and text communications between myself and the original sender as well as emails from Venmo.

  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

  Customer Answer

  Date: 02/03/2025

   
  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:01/08/2025

  Type:Product 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.

  This is with regard to request ********. I have been using Venmo with no issues for years. On New Years Day my my friends and I decided to purchase tickets to ********. My friends sent me reimbursement for their portion via Venmo which amounted to about $800. I had never actually tried to pull money out of Venmo so I tried to connect my bank account. They froze my account and asked me to provide verification of my identity. Which I did. They then asked me to provide my bank statement. I provided it. They have completely shut down my account now and frozen the money there.I am guessing that this has to do with my wife's account. She had also been using Venmo for years but a scammer was trying to steal money from one of her employees this summer. As part of the scam they transferred her money to my wife's account and then asked her to transfer it to some kind of pre paid card. I work in Information security. I was as able to advise her to not do that and to tell her employee that she needed to stop communicating with the scammer. My Wife then contacted venmo about it and was able to document everything. We still had the money in our account. They advised us to use our account as normal and they would be researching and would pull the money back out when the investigation finished. They then stopped talking to my wife, froze her account and deactivated it. She had not tried to pull any money out of it but had been using it as normal as they advised her to ***** complaint is that they simply stopped talking to us and closed our accounts all because we caught a scam in progress and called them to report it. The scam had nothing to do with us except that the money was transferred to us and that we made the effort to stop it from happening. There is no way to contact them. We seem to have no recourse. We have everything documented but they will not talk to us. I am a Scoutmaster and we use Venmo with our troop. I will be looking for an alternative and am out $800.

  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
  
  

  Customer Answer

  Date: 02/03/2025

   
  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.

  Very impressed that they investigated the matter and reinstated my account. I even received an apology. While it is unfortunate that I had to go through BBB to get a response from them I am reassured that the BBB system works as a way to get a response when none was previously forthcoming. All I wanted was meaningful communication and that is what I got. Kudos to Venmo for doing the right thing and Kudos to BBB for getting them to look into the matter. Thank you BBB for being here for consumers. It helps to know that you are here when we have no other recourse to make things right.

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

• 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.

  After freezing my account over and over again and that could be seen in my account history with ********************** so that's the freezing my account for no reason whatsoever I finally went off on them cuz I am homeless and I had enough of their BS. They decided to withhold my fund for $180 days knowing my situation and said there's nothing they can do about it and that I violated their policy at their discretion but they won't describe to me how I violated the user agreement they already just mad that I spoke vulgar to them because there's nothing fraudulent on my Venmo account whatsoever so now they're holding $25 from the person who was homeless and I need that money so bad right now

  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:01/08/2025

  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.

  As soon as I paid them $7,500 on a $10,00 credit limit, they lowered my credit line to $100. This is going to ruin my credit utilization rate, and make it meaningless that I paid them. No one needs a credit line for $100. That is trash.

  Business Response

  Date: 01/30/2025

  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 Credit Card, 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.
  
  Synchrony Bank customer service can be contacted by phone at ************** or by mail at:
     
  Venmo Credit Card 
  P.O. Box 71718
  **************** 19176-1718
  
  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 Office of Global Customer Complaints & Advocacy at **************************************** if you have any questions or concerns or if we can be of further assistance.
  
  Very sincerely yours,
  
  Che
  Global Customer Complaints & Advocacy
  **********************
  
   

• Initial Complaint

  Date:01/07/2025

  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 get paid via venmo weekly every Monday I went to transfer the funds to my bank and it wouldn't process so I found out they needed proof of my id.. I sent it and they deleted my account and said they were holding the money for 180 days?? Why not contact my bank or resend back to original sender???

  Business Response

  Date: 01/29/2025

  Dear ****** Small, 
  
  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:01/07/2025

  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.

  My account was suspended due to me attempting to pay my monthly bills. I was advised by a customer service *** to keep trying my bank card which ultimately cause my account to lock. I have attempted to contact Venmo to get this issue resolved and I keep getting different information. I have been talked to rudely and even yelled at over the phone. I requested a supervisor who stated my issue was going to be escalated which did nothing. Currently in my Venmo account there is funds that I cant even remove due to this! The latest supervisor I spoke with by the name of **** was the only person who was not rude and dismissive however my issue was still not resolved. I have been a long term user of ********************** and have never been so upset with service. I need 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:01/07/2025

  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've been a verified venmo user for over 5 years; ID verified, bank account linked, and even have a venmo debit card. My weekly sending limit is advertised as $60,000, yet I struggle to even send $500 in a week. I've been trying to pay bills to a business through my linked bank account, and repeatedly get declined by Venmo's absolutely idiotic automated fraud detection system. I've confirmed with my bank and tech support that it isn't my payment method, but that it is an internal limitation. When this happens, I can't send money for days, and there's nothing customer support can do to override the declines. They tell me things like 'try sending with a debit card', yet Venmo gives me an error when trying to add my debit card as a payment option. Absolutely pathetic ********** an example, I have been trying to send a total of $4000 to a business I've sent money to before for in increments on $500, since the automated system doesn't seem to allow me to send any more than that. The first attempt was blocked immediately, and I had to wait about a week to try again. Finally one payment went through, and attempted to send another $500 the following day, but have been unable to send any additional funds for over 6 days! This app is useless if you have an automated system making all the decisions with no human recourse. How could you not have any overriding controls on a ridiculously sensitive algorithm that is erroneously detecting "fraud", even after I call customer support and verify it as a legitimate transaction? I've used PayPal for almost 20 years and have never once had an issue, even when sending amounts in the thousands of dollars. Get a handle on your system or I'll be forced to abandon the service and advising everyone I know to stay well away. At this point my inability to send my own money through Venmo is costing me money and negatively impacting relationships with people I'm trying to do business with! Fix it! Or remove statement of a $60000 send limit.

  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:01/07/2025

  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.

  my venmo debit card was stolen and used to withdraw money at the atm, ive filed a claim with customer support but also contacting the ******************** for more help. i really want my money back

  Business Response

  Date: 01/30/2025

  Dear ****** Morning, 
  
  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:01/07/2025

  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.

  There are multiple failures on the part of Venmo that I have experienced:1. Funding Venmo from an external account. I have transferred over $10k to Venmo to pay bills for a business and to purchase crypto. Multiple times my funding has been blocked, with no resolution from any of the Venmo customer service agents. There is an automated security feature that no one can override. This has caused me late fees in bills I was to pay and thousands of lost dollars in crypto purchases.2. Transferring funds out of Venmo as I attempt to close my accounts. I have transferred my cash out of Venmo, however still have over $100k in crypto in their account. I have taken pictures of my driver's license and myself and sent them in to verify who is transferring the funds. I was told it would take 24 hours to verify my identity. It's now been 4 days, and I've called/chatted with Venmo multiple times to have the block released so I can fully exit their system. I am given the run around each time with no one knowing what is happening, no one able to lift any restrictions, and no proactive actions on Venmo's side. For example, I called in 3 days after the supposed 24 hour request and THEN and only then was my issue escalated to someone to reivew.

  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

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22762624
  
  I am rejecting this response because: Venmo emailed me and effectively told me that their policy was their policy. No apologies, no remediation from their side...just, tough luck sir.

  I have lost money due to their inaccurate and inefficient security algorithms, and I have wasted hours on the phone with them almost a dozen separate times. I have since moved all of my money out of Venmo (in 7 weekly transactions since I cannot do it all at once per their rules). I encourage everyone to read this and consider not doing business with them.
  
  Sincerely,
  
  SM

  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