Business Profile

Payment Processing Services

Venmo

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Venmo's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,645 total complaints in the last 3 years.
1,467 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/18/2022
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 literally downloaded them to accept a payment from my customer since their ******* wasn't working worst mistake of my life I made sure I put all my info in before accepting a payment we'll immediately once it got to my account they gave some bs excuse of unusual activity and they'll get back to me but as I looked on reviews and on fb everyone had gone through the same thing. They say unusual activity and keep your money because they are going broke. I would just like my money so I can delete deactivate and just overall get rid of that ****. I'm telling everyone of my experience I didn't even get to do anything on the app they took it immediately someone sent me money and it unusual
Business Response
Date: 01/31/2023
Business Response /* (1000, 8, 2023/01/18) */
Dear **************,

My name is ****** and I am a member of ******** Office of Executive Escalations. Your outreach to the ********************** regarding PayPal's Venmo product was forwarded to me so that I can fully address your concerns.

I understand how frustrating it can be when you use Venmo to accept a payment and after receiving the payment, your account is suspended due to what you stated was unusual activity. It is understandable how this would be a cause for concern and I appreciate you bringing it to our attention.

After further review, I am unable to locate an account based off the information you provided. In order to better assist you, you will need to provide information specific to your account. At this time no further action can be taken. Please reach back out to us once you have further information about your account and we can assist you further.

I apologize for any inconvenience you may have encountered with this matter and hope this response sufficiently addresses your concerns. Thank you for giving me the opportunity to address your outreach to us. In addition, please feel free to contact PayPal's Office of Executive Escalations at ************************** if you have any questions or concerns or if we can be of further assistance.

Sincerely,

******
PayPal Executive Escalations
Initial Complaint
Date:12/18/2022
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 contacted Venmo 5 times and got disconnected 5 times while trying to get two close cases reopened after getting emails that they were closed, but the customer service was horrible, and I lost a lot of time with no results. I need these cases reopened, and the new and old information reloaded. In addition, I have sent various email from my email and talk to multiple people and departments using the chat feature.
Business Response
Date: 01/12/2023
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,

Venmo
Customer Answer
Date: 01/23/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe you reactivated be that was already resolved. You forgot to reactivate claim VM-D-*******, which is $598.80. Please assist. Thanks.
Business Response
Date: 04/13/2023
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,
Venmo
Initial Complaint
Date:12/18/2022
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 my Venmo account back in 2020 and I received some funds back then but I forgot my password after regaining access to my account 2 years later I tried to do that to be told my account is frozen for no reason. So after I contacted venmo they said that I needed to provide my ID to verify my account and it would be unfrozen after doing what was requested they failed to unfreeze my account and then started to request that I add my bank account to the account which can't be done with a frozen account I have an active balance sitting on my account and they will not let me access it. I tried logging in today 12/18/22 and now my account has went from frozen to suspended after following all of their directions I have contacted them multiple times and they just throw it to the side like its not important
Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/08) */
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:12/17/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have $236 in Venmo account and my account was frozen. I have sent everything they have asked me for at least 6 times already. This has been going on for at least 3 weeks now. My ID expires this month and now they are telling me that they need an ID that's not expired when I originally sent them my ID it wasn't. I've sent them my Go2 bank statements as well and they still won't release my money
Customer Answer
Date: 12/20/2022
On December 19,2022 they sent me an email saying they permanently deactivated my account
Business Response
Date: 01/12/2023
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,

Venmo
Customer Answer
Date: 01/13/2023
(The consumer indicated he/she ACCEPTED the response from the business.)
Customer Answer
Date: 01/17/2023
I don't understand why my case has been closed. They tell me to get in touch with you? Am I not entitled to my money? I need some help with this. If someone could please get intouch with me I would greatly appreciate it.
Business Response
Date: 01/17/2023
Business Response /* (1000, 6, 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,

Venmo

Consumer Response /* (2000, 8, 2023/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Business Response
Date: 01/24/2023
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,
Venmo
Customer Answer
Date: 01/27/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their resolution because it doesn't offer one. They claim that I never provided them the documents they asked for when infact I did atheist 4 times. They are just trying to keep my money for whatever reason
Customer Answer
Date: 01/27/2023
***Document Attached***
These are the documents they asked for and claim that I didn't give them when I did
See Attachment/File: GO2bank-Statement-November-4-20227527412416702278767
Business Response
Date: 01/28/2023
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,

Venmo
Customer Answer
Date: 02/03/2023

Complaint: 19323353

I am rejecting this response because:
They are telling me that I can't get my money for 180 days. That's just ridiculous. I put my money in there and should be able to get it out. I have proven my identity.
Sincerely,

***************************
Business Response
Date: 03/27/2023
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,

Venmo
Customer Answer
Date: 03/29/2023

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:12/17/2022
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 has frozen my account which only has one transaction stating that they are holding the funds for any chargebacks. Its a personal account used to send money to friends and family not conduct business. The money being held was to be used to pay my rent and will ultimately result in the eviction of me and my family.
Business Response
Date: 01/24/2023
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,

Venmo
Initial Complaint
Date:12/17/2022
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.
My account with********** has been frozen since 12/12/22. I attempted to connect to sutton bank (cashapp) which they do not do business with. Then they froze the account which has been open for about 1 year claiming they needed to verify my ID. I sent them my DL & bank statement and they said they would un freeze so I could withdraw $100 I received in app from another user. After several emails and following all the directions and demands of Venmo, I haven't been able to withdraw funds, add account, use the card or do anything else. The error message states the account is (still) frozen. I need to withdraw the funds or have them send me a paper check if necessary and close the account. They refuse to close the account saying the business account, which was never used needed to be verified. The business has been closed and cannot be verified. I am not providing social security or any other information. I just want my $100 out of the account and to close it out. I will never use the Venmo app again.
Business Response
Date: 01/18/2023
Consumer Response /* (2000, 6, 2022/12/19) */
I have since been able to retrieve funds from account. I therefore do not need a refund but would still like an investigation as to why they froze / suspended my account when I provided all the information they wanted. I do not feel comfortable and feel like they defraud their customers.
Initial Complaint
Date:12/17/2022
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 have 2 separate complaints against Venmo. Firstly, Venmo locked my account and funds without any evidence, justification, or warning. They did this based off a fraudulent scam claim/charge back scheme for a transaction for $430 that occurred on Nov 30, 2022: I sold a gaming PC off ******** Marketplace and the buyer paid me using Venmo.See attached ******** Messenger thread and corresponding Venmo transaction email with matching $430 amount.From my end, everything looked reasonably legitimate and I had no reason to doubt the transaction.Note that the person in the ******** Messenger app is using the name "***" whereas the Venmo transaction is under "*********************"It is common for people to not use their real name on ********, so it did not seem completely out of bounds when I made the sale.There are a few possible scenarios that I can think of:1) *** and ****** are the same person and are attempting a scam to get their money back, even though they made the purchase and they (***/******) received the goods.2) *** is a different person than ******, and *** stole/hacked ******'s Venmo account to complete the transaction. Now ****** is disputing the transaction, but then the person who should be paying the money back should be *** (not me).I am entitled to my money while the investigation is still ongoing, otherwise they are essentially judging me guilty until proven innocent, and that is unethical. So the first resolution I'm asking for is the immediate return of my funds and unlocking of my account.Secondly, I contacted Venmo through their chat support regarding the above issue and was told on multiple occasions that a supervisor would contact me within 24 hrs (see chat logs) and then another told me within 2 hours. None of this happened, so they flat out lied to me multiple times. Businesses cannot operate like this, lying flat out to customers. It is unprofessional, unethical, and unfair. I am seeking a formal apology and change in business practice.
Business Response
Date: 01/12/2023
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,

Venmo
Customer Answer
Date: 01/22/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an inadequate email response from Venmo/Paypal regarding the specifics of the chargeback dispute. Their policy is unfair, and presumes the seller (me) guilty until proven otherwise, even though I have been a long-time user of ********************** and ********************** in good standing. I have also filed a police report regarding this incident, which they do not seem to have taken in to account. I responded to "Joei D" from Venmo Support 6 days ago to release my unjustly-held funds and have not yet received a response back. Venmo has been very dishonest, unethical, and unprofessional through this ongoing ordeal, including multiple chats with agents (logged) that promise specific responses and timelines that are never delivered. Venmo: it is not ok to steal money from your users during an ongoing dispute. You do not get to be the judge, jury, and executioner. The right thing to do is let your customer use their funds until the final dispute is resolved, especially in the context of the holiday season, where I am counting on that money. Shame on you, Venmo.
Business Response
Date: 01/30/2023
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,

Venmo
Initial Complaint
Date:12/16/2022
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 Payroll check is Deposited in my Venmo account today, I tried to pay my rent and bills today and for no reason Venmo blocked me from getting a dime of my own money, they told me it would be active after 12 pst and still frozen so I called again and was told it could be a week now! I will be evicted and homeless in a week. Their Unethical business practices have caused me a world of problems. I need my money that I earned to pay the people who are counting on me to pay.
Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/06) */
January 6, 2022
Ref. No: ************

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 PayPal website.

Sincerely,
Mike
PayPal Executive Escalations
Initial Complaint
Date:12/16/2022
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 processed a dispute from my previous tenant.
Given by the contract, the monthly rent should not be disputed and Venmo should not approve this dispute. Venmo's decision affected my rights. It's like a scam that someone live in my place and dispute money afterwards. I appealed my claim to Venmo and they didn't reply to me immediately until they told me the file is closed by them. They refused to work with me on this claim and let me find a lawyer to deal with that which will cost me a lot of money. They froze my account unless I paid off $1250 as tenant disputed. I don't agree that's fair to me.
To summary my complaints are following:
1. I was not involved in any discussion to agree this claim result
2. I provided evidence to Venmo to appeal the money is for rent fee and no reason to be disputed, but ignored by Venmo.
3. I lost my rights as a landlord
4. Venmo showed disrespect and arbitration on my claim
5. They automatically deposit my transition to my balance.

The case number from Venmo is *********
Business Response
Date: 01/31/2023
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,

Venmo

Consumer Response /* (3000, 7, 2023/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the same answer as Venmo emailed me at the first time of my appeal about ex-tenant's payment dispute.
Venmo's adjustment and process of disposing encouraged the tenant continuously disputed his previous payments through my ban. (Fortunately, Zelle didn't release the dispute as Venmo). I tried to ask tenant return my rent so that I can put the fund in th Venmo and to unfreeze the account. However, I only received his harassment and threats after that. Versus potentially help this person to continue to threaten my property and safety. I am so unsatisfied with Venmo's reply and disappointed they show unresponsive to their loyal customers like me. They ignore the evidence provided by an appealer. They should dispute the "dispute" from an opposing direction and stand by a right party.
They didn't inform and ask my confirmation when someone dispute the transaction to me. Venmo has "note" function and verification feature. The person sent me money has be verified and put a note for "rent". If those features can't guarantee the truth of tradition, how could Venmo run a business based on people's reliability. I doubt Venmo's business mode and honesty to customers. I need Venmo review the case and I constant to my original request!

Business Response /* (4000, 9, 2023/01/19) */
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:12/16/2022
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.
On Dec 3 we decided to use Venmo to cash my husband's paycheck thru Ingo (we use every week). We usually use NetSpend to do it but we're waiting on his new card. We cashed the check with no problem and deposited $617.26 in Venmo acct. And applied for debit card, but since we didn't have debit card for that acct. We tried to transfer $450 of it thru bank transfer (1-3 days) to his chime acct. On day the app said transfer was supposed to be it then told me his acct was frozen. They said they need his Id and recent statements from 2 accts, because I had also tried to link his cash app debit card, all of which I have repeatedly sent. He had lost his hard copy of his state I'd but I still had paper one which I sent not realizing it expired on his birthday a week or 2 earlier. So when I realized that we went to DMV and got his new one. Missouri gives you a temp paper one so as soon as we left DMV I again sent a pic of it and they say it's not a valid ID I guess, I told them that's all we can get from Missouri and told them if it was t acceptable to please tell me what I can do to get an acceptable Id and get is the same ail over and over asking for the same documents. I don't know what else to do we tried calling only to a dead end and I've asked them to have someone to call with no response. I have all the emails. It's Christmas time a6 we need that money that was my husband's whole paycheck they are holding hostage. At this point we just want his paycheck deposited into one of his other accounts chime or cash app and our Venmo acct. Closed we no longer wish to do business with them. They can clearly see that we want it deposited into another account with his name on it, so i don't understand why they won't and why his state id issued from DMV isn't acceptable but even shows location number and issuers I'd #, date and tme, where he days ago just had to prove I'd and address to government office in person We didn't know where else to turn. Please help.
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,

Venmo

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Venmo is NOT a BBB Accredited Business.