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:12/20/2024

  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.

  I recently made a payment to an individual for an item found on ******** marketplace. I paid through Venmo using cash saved up and the rest using my credit card. The same day I contacted the individual about the item being non functional. I requested my refund and have not received a reply back to set that up. It has been a month. I reported this scam activity to Venmo and to no surprise they did nothing to help me. They did not contact the seller. They did not attempt to dispute the transaction with the seller. They did not do anything to help me other than tell me to contact local police as if they wouldnt rather do anything else than to help me get my money back. They disregard any responsibility for scammers using their platform to steal money from its users. They did not even suspend the account that stole my money. I cannot dispute the transaction with my credit card company since I paid with mostly cash held by Venmo from previous transactions. This platform protects scammers and ***** consumers. They offer no protections or forms of recourse when their users are targeted. Therefore this complaint is just.

  Business Response

  Date: 01/19/2025

  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:12/20/2024

  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.

  They will not unfreeze my account I already gave them what they needed it's only $90

  Business Response

  Date: 01/20/2025

  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:12/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/15/24 Venmo froze my account for absolutely zero reason. 12/17/24 venmostill has account froze and currently stuck at a gas station to get gas but cant access my money. Even after several phone callls and their chat feature in the app. All I. Get from them is wait 3 -5 days for a result. 12/18/24. Still currently at *********** cause I cannot get gas to go home.after more calls and chats I get wait 3-5 days. Ive expressed nicely and very s***** how s***** this is they dont seem to care. There is absolutely no reason for this and Im holding Venmo accountable.I hope yall make them close there business down please fix this

  Business Response

  Date: 01/20/2025

  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:12/20/2024

  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.

  I filed a dispute totaling the amount of $410 I never received the package, and immediately reached out to Venmo. I filed my dispute on 11/18/2024. I was initially told after 10 days I would receive a provisional credit if the dispute wasnt resolved. That was the first lie! I was then told they would wait 30days to allow seller a response then if they didnt I would be refunded. Its now 30 days and theyre now telling me I must wait 50 days for a refund. The lies contradict the timeline & promises made on their website. Their email responses from customer support are generated with no real resolution to your issue!

  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:12/20/2024

  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.

  I have been trying for 2 years to unfreeze my account and access my money and recently I was finally able to get the verification to go through and now it wants another verification to even be able to transfer my money. Every-time I send in the necessary documents they are not clear I have used the same photos for both the email and app verification so I dont get why one is visible and ones not. I get you need to make sure its us to unlock our account but now another one to be able to transfer it to my bank or even send it to anyone. Im sick of going back and forth with the employees telling me to do the same thing over and over for the same out come every time

  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:12/20/2024

  Type:Order 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 filed bankruptcy and my VENMO account was discharged. My account is frozen, and they will not release the $72 in my account to me. I have called numerous numbers, and they keep saying the bankruptcy department will call me back which they don't.

  Business Response

  Date: 01/28/2025

  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: 01/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:12/20/2024

  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 locked my account and is holding my money for 180 days. The intent of using Venmo is to use it between friends and family. This is my email to them and no one responds Subject: Formal Appeal Regarding Account Status To Whom It May Concern,My name is ****** Mut, and I am writing to formally appeal the issues affecting my account. Please be advised that I will be sharing this correspondence with my legal counsel.Currently, I am facing significant financial difficulties, particularly during this holiday season, which hinder my ability to fulfill my familys financial obligations. The funds in my account are entirely made up of payments from family and friends, in line with Venmos intended purpose. The last transaction I received was rent from my brother-in-law, who lives with me.The unjust restriction of these funds is causing considerable hardship, as I am unable to access money that is vital for my family's day-to-day expenses. I believe that the automated review process failed to take into account the specific context of my account. Therefore, I respectfully request a thorough review by a qualified human representative.Additionally, my account is linked to a business venture that could have generated revenue for Venmo through transaction fees. The current restrictions not only impact my personal finances but also affect potential business growth.I plan to file formal complaints with the Better Business Bureau and the ************************************, and I am in the process of initiating a case with my attorney. I urge you to prioritize this matter and provide a timely resolution.Moreover, I have a significant following on social media and will feel compelled to share my experiences with Venmo during this challenging time if this issue persists.Thank you for your immediate attention to this serious matter.Sincerely, ****** Mut

  Business Response

  Date: 01/20/2025

  Dear ****** Mut, 
  
  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:12/20/2024

  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.

  On Sunday, December 15, 2024 I sold a car to a guy. Due to it being Sunday and banks closed I agreed to let the guy send me money through venmo. I seen the guy having issues getting it to send and he was forced by the app to press a purchaser protection button. Due to this, when the funds went through venmo immediately placed a hold on the funds for 21 days and charged a 2.99% purchaser protection fee of roughly $36. I have contacted venmo multiple times and explained the situation. I have pointed out to them that the other customer noted on the transaction that it's a vehicle purchase and that their own policy points out that vehicles are not covered by purchaser protection. I have explained to them that the other customer has asked if there is anything he can do to get the hold released. No matter what is said they will not listen and do not care. Effectively right now the other guy is driving my car and I have not been paid. I was told multiple days that customer service would escalate the ticket and I would be contacted within 1 day. Here we are 5 days later and the only contact has been initiated by me.Every solution they have suggested has been ridiculous. I have had them tell me to send the money back to the person and receive it another way. What sense does that make when he already has the vehicle? So he can have the vehicle and the money? I've had the supervisor suggest I use a competitor. I'm pulling my hair out over here! The whole point of selling the car was to give my family a Christmas. By them not following their own policies and ignoring both customers in this situation they have completely taken away the chance for my kids to get gifts this year.

  Business Response

  Date: 01/20/2025

  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: 01/22/2025

   
  Complaint: 22709401
  
  I am rejecting this response because:
  

  They did not reach out to me or my email. Seems like they're just giving the answer on here to sound good but don't really want to do anything. Thanks for ruining my kids Christmas Venmo. I'll never use your app again.

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

  Business Response

  Date: 01/28/2025

  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: 01/29/2025

   
  Complaint: 22709401
  
  I am rejecting this response because:

  As I responded to them, an apology and reversing a charge that shouldn't have been there to begin with does not make up for ruining my children's Christmas. It may cover some of their rude behaviors and comments, but it won't make up for the look on my children's face when I had to tell them Christmas will be late. They violated their own policies to hold my money, refused multiple times to look into it, spoke rudely to me, told me to use their competitor, hung up on me and overall just treated me as insignificant with their lack of care. And all of that is nothing compared to watching the tears roll down my children's face because they refused to do their job and follow their own policies. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/20/2024

  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.

  On November 17th, 2023 I was scammed using Venmo. Within a minute, I realized I was scammed, called my bank to stop payment and called Venmo to stop payment. They all have record of my call. Venmo's Policy states that this was a "friend to friend" exchange and they continued to front the $750.00. I contacted Venmo and followed their directions to file a police report, which I did. Since then, Venmo will not close my account as they say I have a negative balance. When someone accidently venmo's me money, it is just taken off the debt they say I owe. I am only asking Venmo to close my account so this doesn't happen any more to my friends and family that think they can pay me by sending money via Venmo. I did not lose any of my money as the bank stopped payment on 11/17/23. However, I will continue to lose money if they won't close my account.

  Business Response

  Date: 01/20/2025

  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: 01/29/2025

   
  Complaint: 22709304
  
  I am rejecting this response because:  I want you to close my Venmo Account.   The reasons you shared you sent payment didn't match up with how fast I contacted my bank to stop payment (5 Minutes) and to contact Venmo (10 minutes after I contacted the bank I was able to alert Venmo).   I called and created a Police Report with the ************************** that same say as well, which Venmo knew about after I talked to them over the phone that day.   You shared that it was 3 business days.      By keeping the My Venmo account open and active, this allows people who are friends with me to ACCIDENTLY pay me via Venmo or PayPal not knowing that my account is frozen and that payment to me is lost.   I can and have told anyone I know that may or used to pay me to NOT use Venmo or PayPal, but there is no way for me to shut off accepting any payments.    Your practice seems to be not fair to consumers and I do not feel that you do not care to help those who are scammed and followed your protocol for help.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/31/2025

  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

• Initial Complaint

  Date:12/20/2024

  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.

  So my phone was stolen and someone wiped my venmo account clean i reported and they denied my dispute which i feel is impossible if you did a investigation you can see that account isnt mine i want my money and i need it now

  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