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.
1,469 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:12/13/2022
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.
The app wasn't working correctly and a $300 payment was sent twice accidentally and then put on hold for 21 days according to the message the seller of the item I'm trying to buy received. Both me (the buyer) and the seller want it either cancelled or sent so our money can be unlocked so we can buy Christmas presents. Venmo says they can't do either.
Business Response
Date: 01/26/2023
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,

Venmo
Initial Complaint
Date:12/13/2022
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 advised Venmo that I had an unauthorized payment for $300. I advised them immediately, and said they would assist me. I received an email stating they couldn't do anything and contact the receiver. I stated I'm not contacting a fraudster, and had no way of doing that anyway. I advised them they should be taking the money from them since they are also customers of Venmo and they have their information. I had my bank stop the debit, and they froze my account. A few days later, someone paid me through Venmo and took the money from me and never transferred it. They are not authorized to take a payment to me from someone who owed me money. They took money from that user who will now have to pay me in cash. Numerous emails were sent to Venmo, each time a different "support" member responds the same exact way. I'm sorry but we cannot assist. Extremely unacceptable
Business Response
Date: 01/09/2023
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: 01/18/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on who their response is sent to, they clearly have a set response. If you read my complaint, part of it states that each of their responses were standard responses, they do not address anything individually as they take no responsibility. My surprise is that PayPal allows this as they are a big player in this industry, and should continue to follow banking rules. Their response to me separately clearly puts the blame on me and I should be more careful who I send money. However, Fraud is the major reason for disputed transactions, and card companies take the responsibility when a customer claims fraud. This is a case of fraud from a customer of theirs, and allow it to continue by not having the fraudster, give the funds back. Venmo should have federal/banking mandate that requires the return of money obtained fraudulently. They should be held accountable for their not taking any responsibility practices. Again, I do not understand how PayPal allows this. So no, I am not satisfied with the outcome.
Business Response
Date: 01/26/2023
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:12/12/2022
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've tried using Venmo twice. Had a customer send money and he only had a Venmo account. Both times i sent my debit info, bank info, got verified by name dob and social. Linked accounts. Can't withdrawal money, can't send to verified bank can't send to verified debit card and can't use at stores that accept Venmo (cvs) only store i can find that accepts Venmo. So from what i can see venmo has no problem taking your personal info and banking info but you can't spend the money. So put it in Venmo but it better stay there. No taking it back or spending it. So rip off for sure. They make money off interest holding your money until you force it back or maybe a Paypal company hasnt figured out how to withdraw or spend your money yet? More like it's a interest scam company. My experience with PayPal as well. Prove me wrong please.
Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/05) */
January 5, 2023
Ref. No: ***********

Dear ***************

We are 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 are here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, do not hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.

Sincerely,
Mike
PayPal Executive Escalations
Initial Complaint
Date:12/12/2022
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 is withholding my funds that were sent to me via the Venmo app on December 6th. Since December 6th they have been withholding my funds without notice or providing why. They keep saying that the matter is being escalated and today is December 12th and I have heard no update or notice as to when my money will be released in my possession. This company is unreliable, predatory and fraudulent. I would advise a serious investigation be placed on this company and I strongly advise consumers not to use this app for transactions. I highly recommend cash app Zelle or google pay instead. I am not the only person experiencing this.
Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/05) */
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:12/12/2022
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 open account with venmo on November 15th cash amount was it was uploaded to venmo for me the amount $1, 110 it was hard to get the amount into the account when it did they put it on hold till December the 6th December the 6th it was released I tried to transfer it to the cards I had on file then it was put on hold again because of transactions and I was told due to my transactions and policy I had some transactions that was not in their terms not sure what that mean now they frozen account close the account told me that they will hold my money for $180 days until further notice if in the future the funds will be transferable so they're holding my money and not talking to me at all can you help me I have been calling everyday talking to someone everyday about this matter everyone I talked to say they're going to send it to another department advance Department so right now I'm out of $1,100 no way of getting it I've seen other complaints like mine so what can I do to resolve this matter
Business Response
Date: 01/31/2023
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,

Venmo

Consumer Response /* (3000, 7, 2023/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I have not received my money and my account is still locked and no one explained when or why this happened why is it 180 days I have to wait to receive my money in my account

Business Response /* (4000, 9, 2023/01/18) */
January 18, 2023
Ref. No: ***********

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,
Mike
PayPal Executive Escalations
Initial Complaint
Date:12/12/2022
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.
11/18/2022 I started a bank transfer to my venmo from my bank. It said it would take 5 days. I tried to pay a merchant the same day using my debit card via venmo. Venmo blocked the transaction everytime I tried to send it on different cards. Since the service wasn't available for the whole reason it's supposed to be used for I closed my account. So on the 25th of November I check my bank account and the venmo transfer went to to my closed account. I reached out to customer service and told them what happened. Their main concern was why I closed my account with them, then told me to wait 7 days for an account specialist to reach out via email. Waited seven days and got an email from the account people. First request was to reopen my account. I agreed to it. Next request was to send statement showing the transfer was made paid by my bank. I sent the statement with nothing blacked out. Waited a few days and got an email saying my request was denied for not sending the statement. Send the statement again. Got an email back saying the dates they requested are shown on the statement. Nothing was blacked out again. It's five pages long. My bank has paid the transfer. The money is pending in my venmo and was suppose to be available on 11/25/2022. It's 12/12/2022 now. No money in venmo account or money sent back to my bank. Just getting the round around about a bank statement I've sent 4 times now. This is why I cancelled my account in the first place.
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:12/12/2022
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.
The complaint has to do with **************************************** I have a credit card through Venmo which it's funded by *************** There is a choice on cash back of either giving it to the customer as cash or crypto. I chose crypto. The cash back is supposed to be deposited at the end of each billing cycle. I have had to call *********************************** 3x over the course of 2022 to get my cash back and never received 2 of the 3 attempts. Most of the time I have ************** deferring to Venmo and vice versa. Currently I have not received cash back payment fo September, November or December. In the past it was ***** but Venmo credited my account with the cash back in the form of cash.
Business Response
Date: 01/04/2023
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: 01/10/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not tried to do anything to remed the sit but say, not our problem talk to synchrony bank and synchrony bank will say the same thing as well. Fix the issue and assure the issue isn't going to happen again!
Business Response
Date: 01/17/2023
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: 01/19/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
business is still refusing to uphold there end of the contract and give out the cashback rewards.
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: 02/04/2023

Complaint: 19317593

I am rejecting this response because: *********** is still not making an attempt to resolve the issue on my behalf with *************** They keep telling me that I need to contact Synchrony. And Synchrony will respond that I need to contact Venmo/Paypal. I am not going to do this back and forth c*** Venmo is the middle man in this situation. They need to take care of the issue. Perhaps we need arbitration to settle this?

Sincerely,

*****************************
Initial Complaint
Date:12/11/2022
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.
Hello, I was an active member of Venmo and kept a good portion of my money in the app because I felt it was convenient to pay my friends and family easily. I needed to withdraw some money instantly and when my instant transfer wasn't working, I resulted to using my Venmo Debit Card. I was making transactions on another platform when I received the message that the transaction had been declined by the bank, so I went onto the app and contacted a representative. They told me to submit a photo of myself as well as my ID. I felt uncomfortable because I had already done this, but needed my money urgently so I complied. After I was done, they told me I'd be contacted in a day or two. I was never contacted back, so I reached out once again and had been informed my account had been frozen. After chatting with an account specialist, they notified me my account had now been permanently disabled and my funds would be held up to 180 days. I was furious because I had not violated Venmo's Terms of Service and could not get my money which I desperately needed. After going back and forth pleading that I had done nothing wrong, the account specialist cut contact with me. My $4,000 is stuck in Venmo. I will be pressing charges against Venmo for their unjust abuse and mistreatment towards me. I am furious and need this money to pay my bills. This problem started on December 5th, 2022.
Business Response
Date: 01/24/2023
Business Response /* (1000, 6, 2023/01/04) */
Dea***************,

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:12/11/2022
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 venmo account I have had for over 3 years with no issues. I became overdrawn $200 due to fraud, someone paid me $500 on venmo, $200 went back to repay my account the remaining $300 is mine. Venmo locked my account and is refusing to allow me to access my money. They asked for my ID to be uploaded a week ago, I did same day. They now asked for a selfie of me hiding my i.d, I did, they are still refusing me access to the $300 in my account even after everything was verified.
Business Response
Date: 01/11/2023
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,

Venmo

Consumer Response /* (2000, 7, 2023/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:12/11/2022
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 used Venmo several times in the past. This time I was making a payment. I searched for him by name on Venmo. He was at the top of the search results. It showed his picture and name. I selected him and entered $1,250. I pressed Pay and the my money went to some else.

Venmo suggested I request the money be returned. I have tried several times with no response. I did not do anything that I have not done before. It seems that Venmo has a glitch in their program.

You can try this if you want to. Search for *************************. There is a picture of him smiling (He's a big guy with short brown hair standing in front of a stone wall in a dark and light blue patterned shirt). Send him a $1.00 and it will go to *********************** Then ask ********** to return the $1.00.

Please let me know if there is anything else you need to know.
Business Response
Date: 01/26/2023
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,

Venmo

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Venmo

Venmo Inc.

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