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:01/03/2025

  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 have an account with **********************. They suspended my account for no reason. They requested identity verification. I submitted it. Then they deactivated my account. And will not release my money as they told me they would

  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:12/30/2024

  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.

  I use Venmo to collect payment from customers when doing craft fairs. On December 21st Venmo froze my account during a craft show and is currently holding all of my money. When trying to get ahold of customer service I get pre-drafted answers and no resolution. They have elevated my request to a risk team, who requested documents, which I provided, yet they have not responded to any of my requests for status.

  Business Response

  Date: 01/24/2025

  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:12/30/2024

  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 account was frozen/suspended with a balance of $700 and the only explanation I got from customer support was the $700 was being held for ********************************** would be ignored

  Business Response

  Date: 01/30/2025

  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 PayPal website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My venmo account was frozen without any reason. I have responded to the email with the identification information requested, contacted the company multiple times with no resolution. I want access to my own money.

  Business Response

  Date: 01/24/2025

  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:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive had to file a complaint against them before for the same reason last time they froze my account for 3 months holding my money hostage for 3 months as soon as I got you involved they released my account and I closed it out recently a couple of my clients that I do alot of work for started using Venmo so I ended up having to open another account with them at first every time I received a payment I was instantly depositing it into my business account at my local bank well last week I was supposed to be getting a big payment to cover materials for a house remodel Im doing for a client Venmo would not allow it to be transferred into my account and then like a couple years ago they froze my account told me to send in a picture of my ID description of my business account information for any bank account attached to my Venmo account and they also wanted any and all invoices with my clients information visible I sent them everything they asked for except for the invoices because for every job that I accept I have a contract drawn up and me and my clients sign the contract and in the contract it says that I can never give out any of my clients information without a warrant or court order Im not allowed to give out their information I informed Venmo when I sent in all the other information that they wanted they havent responded back and my account is still frozen I want my account released so that I can close out my account with them permanently this time I am going to start refusing payments from Venmo my clients will either have to start using cash app pay with a card or check but Im done with Venmo to be honest I wish you guys could bankrupt Venmo and freeze their accounts let them know how it feels but Ill settle for my account being released so I can close out my account and get my money

  Business Response

  Date: 01/24/2025

  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:12/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Venmo complaint On Dec 20, 2024, my mother, ******** ****** sent funds to me via paypal and I transferred to my Venmo Mastercard Debit account ending in 9857. The transaction was immediately flagged as "fraudulent" and my account was blocked from using. First of all, I use this Venmo account for all my financial needs, as well as receiving my direct deposit from work, twice a month. I have had this account for sic years plus and make many transactions using it. After submitting my documentation to verify account, which was identification and face biometrics, I was sent an email from their support team, advising me that it will take seven business days to resolve. My mother, ******** ******, sent verification of the transaction from her end, verifying that the transaction was legit. After my mother, ******** ******, sent another email on Dec 22, 2024, verifying the transaction once again, I receive an email stating that Venmo decided that the account was going to be "permanently closed" and the funds will be held up to 180 day (6months) before being sent to me. Now the problem with this is that I have money sitting in my account that was going to be used for Christmas and to pay my rent. I also feel that this was done as a retaliation from my mother's email, demanding the release of the funds that were sent from her paypal account. I do feel that this company did an unethical and malice business practice by accepting the transaction and then closing the account to hold the funds because the funds werein "pending" status in my mother's account and was completed before closing the account, instead of declining the transaction to be sent back to my mother's Paypal account. I do believe that Venmo is an entity of Paypal and the transaction could have easily been verified as legit and completed without this fraudulently decision. I demand a release of my funds for my use as there is no legit reason to hold. Now, I must say, "this is fraud" on their part as a business.

  Business Response

  Date: 01/21/2025

  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:12/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My life was threatened by individuals calling from a public service number pretending to be police officers. I sent just over $3,000 via Venmo under duress. 10 minutes after sending it, I called Venmo and told them to stop the transaction. They had already sent the money to the criminals and had made a small profit off the instant transfer fee. At that time, Venmo took my chat statement and said someone would contact me in three days. Since Venmo refused to do anything at that time about the in-process fraud, I called my bank and blocked the *** of money to Venmo. The money was not sent to Venmo when they tried to pull it, and since then Venmo has been attempting to collect the stolen money from me and has gone as far as to send me to their internal collections department. They have also taken dollars that have been sent unknowingly to me by family members to recoup their costs.Every day, this happens to people all over the country and Venmo is complicit in doing nothing about it...and PayPay/Venmo is profiting off the instant transfer fees. It's sickening. I have contacted Venmo/PayPal no less than 30 times requesting to speak with someone about this issue and have been passed around from person to person with no result or meaningful feedback. I want someone from the leadership team of Venmo/PayPal to call me because they need to change their processes to protect their customers and stop benefitting from the crimes being committed with their platform. I also am never willfully paying Venmo the money owed...it is stolen money and they have been informed of this fact.Note: Venmo has recouped from me $125 out of $3,150 stolen dollars.

  Business Response

  Date: 01/22/2025

  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:12/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Venmo account was compromised and someone used it to fund their gambling account, I filed multiple disputes all which were ruled in my ********** account was locked with $791 of mine in it. I have 0 idea why it was done and I am in the verge of being evicted from my house, I have no money at the moment and Im currently struggling to pay hospital bills

  Business Response

  Date: 01/22/2025

  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:12/27/2024

  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 Venmo account was suspended without reason last week after trying to buy crypto currency. When my account was restored all of my pending requests were erased totaling in roughly $19,000. After hours on the phone with Venmo staff, they refuse to restore the incomplete and pending requests and also refuse to send me a record of those incomplete requests.

  Business Response

  Date: 12/27/2024

  Complaint belongs to Venmo.

  Business Response

  Date: 01/28/2025

  Dear Maximillian St ****, 

  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:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Venmo stole my money and is refusing to work with me to give it to me despite every proof. I had a payout from ******************** to my Venmo account. However the email used on my account ************************* I have no access to anymore, it is an email belonging to me but it is old email that I have not accessed in about 5 years. I did not realize Venmo asks to confirm email now when receiving payments. So I can't confirm it. I have asked ******************** to recall it and send it to my new email and updated on Venmo profile as well however they said they cannot recall the payment anymore as it's cleared and Venmo has it. I have 2 transactions stuck in the air which according to ******************** IS Venmo's hands and cleared in Venmo. Venmo is REFUSING to release it to me despite providing screenshots and having this email in my profile for many many years.

  Business Response

  Date: 01/22/2025

  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: 01/28/2025

   
  Complaint: 22720449
  
  I am rejecting this response because:
  My concern was not resolved at all and Venmo is still holding money that i showed them every proof that belongs to me. 
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 01/30/2025

  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

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22720449
  
  I am rejecting this response because:

  Venmo continues withholding funds that another company sent. That company just now forwarded me more payment confirmations and how it is in Venmo's possessions and they cannot do anything and Venmo refuses to give the money they stole from me and copy paste robotic email under some '*****' AI robot. Horrible company avoid at all costs.
  

  Business Response

  Date: 02/12/2025

  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