Business Profile
Payment Processing Services
VenmoThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Payment Processing Services.
Complaints
This profile includes complaints for Venmo's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,657 total complaints in the last 3 years.
- 1,478 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/22/2022
Type:Service or Repair IssuesStatus: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 December 21st, 2022 I initiated a standard transfer to my bank account after being sent money for Christmas from a family member. I was given an estimated date of 12/23 and was expecting my money to arrive then, up until I was told by support today that my transfer was pending review by an Account Specialist and to wait five business days, although likely longer with the holidays. I am very upset as I verified my identity within the app and verified my bank account through Plaid, and yet I was still flagged for some reason that everyone refuses to inform me of.
I do not understand why or how it is acceptable to not be informed of this via email or otherwise and leave me wondering what is going on with funds that I expected to be able to use for Christmas. I would have used another service if I ever suspected that this would be an issue, and now I'm being left in the dark on when or how this might be resolved.
At this point I have no desire to continue using Venmo, I just want to receive my funds and close my account. I did everything by the books and it's really disappointing that this is happening to me. I should have known better after reading similar horror stories about this service.Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/11) */
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,
VenmoInitial Complaint
Date:12/22/2022
Type:Billing IssuesStatus: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 HAS SUSPENDED MY ACCOUNT THAT HAS MY $300 IN IT, FOR NO REASON! WITH NO EXPLANATION!! OTHER THAN SOME VAGUE VIOLATION OF TERMS POLICY!! BUT DOES NOT!! STATE WHAT TERMS?? I HAVE ALLEGEDLY VIOLATED?? BESIDES RECEVING MY FUNDS INTO MY ACCOUNT. NOTHING ELSE!! MY ATTORNEY IS ALREADY IN THE PROCESS OF FILING A RACIAL DISCRIMINATION LAWSUIT AGAINST VENMO********** HE ADVISED ME TO CONTACT THE ******** ATTORNEY GENERAL ALSO, FOR THIS TO ALSO BE DOCUMENTED!!!Business Response
Date: 01/23/2023
Business Response /* (1000, 5, 2023/01/04) */
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,
*****Initial Complaint
Date:12/22/2022
Type:Service or Repair IssuesStatus: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 Sunday afternoon I noticed that I had seven separate transactions from my Venmo account to TikTok. The amounts were for $424.00, $174.90, $185.50, $160.06, $106.00, $153.70, and another $424.00.
I immediately called Venmo to dispute the charges. The specialist I spoke to a few days ago mentioned numerous attempts from November until this past week. These were obviously fraudulent charges in which someone was repeatedly trying to access my account through Venmo and connect it to their TikTok's. The Vemno account specialist put in the dispute claim and my account was frozen until resolved.
My claim was declined. The reasoning behind the denial is that the transactions were deemed "consistent with your payment history". I have never made a payment to TikTok, let alone 7 separate transactions in a single day.Business Response
Date: 01/18/2023
Business Response /* (1000, 5, 2023/01/11) */
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
Consumer Response /* (2000, 7, 2023/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I do not appreciate having to go through so many hoops to get this issue resolved, I am appreciated that it has been and my funds have been transferred back to me.
Thank you,
*****Initial Complaint
Date:12/21/2022
Type:Service or Repair IssuesStatus: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 hacked by a scammer a few months ago. I found out immediately and contacted Venmo about it. Venmo stopped the unauthorized transfer and froze my account. I changed my password as Venmo suggested. And when I look at my account through the app it says my identity has been verified. However, my account remains frozen and I am unable to access My funds that are in my account of $1000. It has been months with no resolution. I would like my account unfrozen so I can access my money. I will never use this service again.Business Response
Date: 01/24/2023
Business Response /* (1000, 5, 2023/01/12) */
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,
VenmoInitial Complaint
Date:12/21/2022
Type:Service or Repair IssuesStatus: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 almost on a daily basis without any issues for years. I sent money to my daughter as I always do and the reason I used venmo was b/c of course the transfer is immediate. I sent her $100 and in comment I used the word "****". Venmo flagged my transfer and froze it even though they took my money from my account and said it was under review. I spoke to a representative and a supervisor who said there is nothing they can do. This is 12/21 a few days before Christmas. I explained I don't have more money to resend it and this needs to either be refunded or processed immediately. This is obviously a racist or political issue due to the word **** being used in the comment b/c the funds are available, removed from my account and they are holding it for no reason. Very bad customer service and an abuse of the use of this app if you don't like a comment don't take the money and hold it captive from people that need it. They should be penalized for these actions that hurt someone like us that are trying to get bills paid and now are out the money until they decide what they want to do with it.Business Response
Date: 01/11/2023
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,
VenmoCustomer Answer
Date: 01/16/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
If Venmo has an issue with a comment then they should not be allowed to take the money and hold it but simply reject the transaction. The fact that they are allowed to hold money until they deem fit and leave the sender and the recipient with an outstanding financial issue is Unacceptable. There are hundreds of complaints and there policies need to change and for the number of days that they held my money I want to be reimbursed for each day what ever they charged on the transaction.Business Response
Date: 01/23/2023
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,
VenmoCustomer Answer
Date: 01/27/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
what they did is unprofessional and I should at a minimum be refunded the fee. Regardless Venmo has thousands of complaints with the BBB and sooner or later they will get caught with their unethical acts.Initial Complaint
Date:12/21/2022
Type:Service or Repair IssuesStatus: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.
In June, 2022 I received an automated phone call saying it was from Venmo and to press 1 if recent transactions on my account were not initiated by me. I selected 1. At the same time there were several Venmo transactions that I did not initiate. I called Venmo and reported the issue immediately and expressed concern that these transactions represented fraud even though the first 3 were transfers of money into my account. My Venmo account was locked. I have since then been trying to get my account unlocked. I have completed all the steps requested by Venmo including uploading documents proving my identity and reseting my password. I have tried to repay to Venmo the $300.90 listed as being requested by Venmo but the repay option is not available to me (all that is available is add card or add bank) probably because my account is locked. I have called Venmo support on a number of occasions including 2 days ago. On one occasion I asked to speak to a supervisor. The supervisor said it would be fixed the next day which is was not.Business Response
Date: 01/24/2023
Business Response /* (1000, 5, 2023/01/12) */
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,
VenmoInitial Complaint
Date:12/20/2022
Type:Service or Repair IssuesStatus: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 hacked in the Venmo application. I have called Venmo countless times and sent emails. They are withholding $990 from me. I have provided my identity to them. They keep saying that their account specialist are looking into it. But it's all started in October. They said it would be rectified in 10 business days. But nothing has happened.Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/12) */
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,
VenmoInitial Complaint
Date:12/19/2022
Type:Service or Repair IssuesStatus: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 December 9th I called and filed a dispute for $335 because my purse and phone had been stolen from my job and money taken from my account. The account was frozen and I provided all the necessary and requested documents via email so my account could be unfrozen once the dispute was settled. They credited my account the $335 that was stolen, but my account was still frozen. Finally my account was unfrozen on December 14th, to which I tried all of the cards and bank accounts I have to get the money out of the Venmo account immediately. I even called on December 14th and spoke to a representative named **** who advised me, while still on the phone with him, to add my husband's bank card and try that to get my money off instantly. Not only did that not work, but when I hung up my account was frozen again. I called back and was met with the same 24-48 hour response time from their team. I had already made it clear when I filed the dispute that the money was my rent money and I was already going to be behind, so any help with speeding up the process was appreciated. I was assured if I sent all the requested documents it would be an easy process. It has been anything but easy, they froze my account again even though I did what their employee suggested, and then received an email stating they were deactivating my account with no specific reason why. I didn't care they wanted to close my account, their lack of urgency or care for my situation made me want to close my account..but now they are saying they will hold my money for 180 days when they have already caused me to be evicted from my home with my children because of their negligence and bad advice given by their employee. I wouldn't have added a card that wasn't mine if I knew it would freeze up my money indefinitely, especially with a representative telling me it's OK. I'm now getting no response and will be kicked out of my home because of them. I need my money immediately. This has been the worst experience ever.Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/09) */
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,
VenmoInitial Complaint
Date:12/19/2022
Type:Service or Repair IssuesStatus: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 signed up for a Venmo account and was supposed to receive a promotion for $5. I signed up, waited for my card, and then when trying to get a promotion, I had an issue. I reached out to support and the woman was great and she awarded me $5. The next day I tried to use that $5 and I was told my account was frozen. I inquired and I was told I needed to submit a picture of my ID, which I had already done to open the account, but I did it again. I then tried to use my account again and was told it was still frozen. I inquired AGAIN and I was told that I needed to respond to the email I got on a specific date....when I looked at my emails...the email that I received on that date was an email informing me that my ID had been verified and letting my know that my account was active and apologizing for the inconvenience. I told the support tech that, but he still insisted I needed to respond to that email, so I did. They responded back telling me that I needed to submit a picture of my ID, AGAIN. That's three times now. I was frustrated, tried to find out why, but ultimately just did what I was told. I then waited...and waited...and a week goes by and still my account is frozen. I reach out again, and I'm told that I have two accounts (one I attempted to make in the past but forgot about) and asked which account I want to keep? I told them the account I wanted to keep and they said my account could then be active...but no. I reach out AGAIN, and I'm told that I owe $300 or some crazy amount to them for an account I had 5 years ago that has been closed. I immediately clarified that account was in good standing and therefore closed and I sent the proof that I had of that. I'm then told I need to send my ID AGAIN and a picture of the debit card I attempted to add on a certain date. I sent my ID for a 4th time and told them I didn't remember what card I attempted to add on a specific date being that it's now been a month of this back and forth. Since then, I haven't heard a word.Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/10) */
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,
VenmoInitial Complaint
Date:12/19/2022
Type:Service or Repair IssuesStatus: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 received an email on December 6th from GrubHub thanking me for a $77 Chipotle order.
I called Venmo December 6th to tell them I did not place that order. That someone must have hacked my account.
I received an email December 7th from Venmo saying a case had been opened on my behalf.
On December 12th I receive an email from Team Venmo and then a separate one saying that my case had been resolved and that the dispute had been denied as they said my transaction was consistent with my payment history.
This implies that I am fabricating a purchase in Rockville, MD when I live in Miami, Fl. The email from Chipotle indicates the person who ordered was******. If you view my records, I am not******. My credit card indicates I am not******. Once again, If they had correct information on my transaction history, they would know I now live in Miami. They have a security breach problem they are not managing, and I am deeply concerned. Furthermore, how can I be protected as a customer if, when I call Venmo as soon as I know I am being stolen from, they come back to me and tell me that they have decided I am making this all up? They will therefore not pay me back or figure out what's going on with their security breach issue.Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/11) */
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
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.