Complaints

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

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• 

  Venmo

  2211 N 1st St San Jose, CA 95131-2021

• 

  Venmo Inc.

  117 Barrow St New York, NY 10014-2826

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:11/28/2022

  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 filed a complaint because I have 170.00 in a Venmo account. That appears to have been hacked (changed email) and an old card has been added. It's been 2 weeks since I've contacted Venmo and started a case. The money is still in the account and the company isn't responding or doing anything about it. I have called support two times and they say as soon as possible. I was contacted last week by someone named *** from the company and have the emails but there has been no follow through or action done on Venmo's side. So this is very irritating and they have done nothing to help my case or move it forward. I would just like access to my Venmo Account and money so I can just be done with the company as a whole.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/22) */
  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:11/28/2022

  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 purchased a used breast pump from an individual off a FB group in AUG through the purchase protection function. When the item got to me, the item had caked breastmilk in mold in the cups. Upon further inspection, other areas were also not as described in the group. The seller indicated it had only been used for 3 hours. However, the item logged well more than 3 hours on it's motor. The tubing had mold on the inside as well. And the connecting hubs were discolored with red paint. None of this was disclosed upon selling. The mold obviously makes these items unusable/non-functional. I filed a dispute, and it was denied without clarification or being able to provide the information above. This occurred twice and the customer service representative told me to contact my bank. My bank agreed with me the item was not as described, and filed a chargeback - which is now closed. Per the FAQs on their website, the credit issuer has final say on any dispute/chargeback. Rather than unlocking my account, Venmo decided to open and close another dispute, stating purchase protection only applied if items were not delivered or were not as described. It is very obvious by my documentation (which was provided to them) that my item was not as described. Not to mention my credit issuer has also decided it was not as described, which trumps Venmo's "decision" - per their website. My account has been frozen since the first dispute was filed in AUG, I've been able to access MY funds due to this issue. With the mountain of documentation I've provided, I should not still be frozen.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/12/28) */
  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:11/28/2022

  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 my account frozen for no good reason and I need my funds. I am broke. I have done everything they asked. It's been a week. My calls go unheard as well as my emails. I feel like I'm being robbed. This has to be criminal. Cash app never did anything like this to me.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/26) */
  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,
  
  PayPal

• Initial Complaint

  Date:11/28/2022

  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 failed to send me my money in a timely manner. Not only this, but then they lied about the transfer details - they claimed that they finished my transfer 1 minute after it was completed. It wasn't, as the bank knows. Plus, if they actually could have finished transferring my money within a minute if requesting it, then why make me wait days and days?This isn't the first time Venmo has made false statements. Previously, an error was made in transfer and I immediately contacted them in an attempt to fix it. They chose to respond quite a bit later, then claimed there was nothing they could do because I didn't contact them with a certain contact method that they neglected to mention - even though I contacted them by email, which they said to use in their Terms of Service. When I pointed this out, I just got a snarky and unprofessional response. Interestingly, I'm this response they also claimed that they release the funds as fast as possible. Which as can be seen from above, is not accurate. It's extremely important that financial companies provide accurate info and comply with regulations regarding people's money.

  Business Response

  Date: 01/10/2023

  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: 01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Venmo/PayPal lied yet again. They chose not to respond after I pointed out last month (when they finally responded at all to anything vaguely in my complaint) with a generic email that completely avoided why Venmo is delaying transfers and then backdating financial information to make themselves look better. I emailed them directly and they ignored it. Then, this month, they sent a nice public-facing message to BBB claiming they're working with me directly and I can simply message them for help. Clearly, that is not accurate. They still have chosen to not respond to me per last month's email.
  
  Venmo/PayPal is shown to have a consistent pattern of running out the clock on complaints and hoping customers will give up. As witnessed again from their behavior.
  See Attachment/File: Screenshot_20230112-171012

  Business Response

  Date: 01/20/2023

  
  January 20, 2023
  Ref. No: PT-13764692
  
  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,
  ****
  PayPal Executive Escalations

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Venmo/Paypal once again declined to address any of my concerns with them providing false financial information or choosing to not follow their own terms of service (as detailed in initial complaint). I once again replied directly to the email, like they said to, and asked very clearly what was going on. Then didn't respond.
  
  After multiple attempts on my part it's clear that they aren't interested in resolving this. Their own words to BBB are directly contradicted by their continued actions and non-response. I recommend BBB examine the pattern of Venmo/PayPal falsely claiming to provide support for their customers in their public responses, as it undermines the whole purpose of complaint resolution and attempting to solve issues in good faith.
  See Attachment/File: Screenshot_20230131-184939.png

  Business Response

  Date: 11/05/2023

  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 on Dec 27, 2022, original response and rebuttal response, January 20, ?2023. 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,

  PayPal

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 19325832
  
  I am rejecting this response because:

   

  Venmo/PayPal gave a generic response that has nothing to do with my complaint, tried to run out the clock, then ignored my responses to them.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/27/2022

  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.

  They won't give me my balance after I verified identity 4 separate times. I gave them my bank statement they said it's verified but still cannot give me my balance cause they cannot verify it's me. They have my ID, they have my Mail, Court documents, bank statements, I honestly don't know what more I can do?
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/22) */
  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:11/27/2022

  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.

  Being a frequent user of Venmo, I was shocked and outraged that Venmo took $856 out of my account, without my permission, to reimburse someone I have never had a transaction with, who had either scammed me, or was another victim of this scam. I reached out to the Venmo customer service team on multiple occasions and was looped in circles without anyone providing an explanation or solution.
  
  As Venmo can clearly see when looking at my account history, I received $856 from a person named ******* who then requested the same amount sent back, saying that she had sent it in error to me. I looked at her profile, and since it appeared legitimate, I completed her request to return the $856 back to her, evening out my account to where it had been before the two transactions.
  
  Then, a few weeks later, "Venmo Disputes" took $856 out of my account, claiming that it was the final resolution to a dispute that was filed by someone named******, who my account shows is not someone I have ever had a transaction with. If this****** was a victim of this scam as well, her reimbursement should not be coming out of my personal account balance.
  
  Any time I called customer service, the agent looked through my account and understood the situation, recognizing that I should not be held liable for that money. However, they could not do anything about it, since it needed to be handled by the Venmo Disputes department, who are not available by phone. The agent would "reescalate the case" with their thorough notes on our conversation, but any responses from the Venmo Dispute team were fully automated and did not address my questions whatsoever. They merely stated that they had fought on my behalf, but did not win, so the case was closed.
  
  Venmo taking money out of my personal account to contribute to this scam is completely unacceptable and a poor business practice. I should by no means be held liable to return $856 to anyone.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/20) */
  December 20, 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:11/27/2022

  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 was paid 200,00 on Nov 13 2022 and they froze my account immediately and then 2 days later suspended my account. They cant give me a reason they wont let me refund the money either and are giving me the runaround I want my account CLOSED and the money sent back to the sender, this is stupid it isnt their money and they are nuts I dont want nothing to do with them ever again and want my account closed and the money refunded to the sender. She contacted them also and they wont give it back to her either this is stupid its not their money they are nuts and insane.

  Business Response

  Date: 12/19/2022

  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: 12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They said they will NOT give me my money nor will they refund to the sender , This is insane whats wrong with these people , this is THEFT they are stealing my money , The Banks dont even do this what gives these people the right to decide if I get my money, They said they are taking it and that it they are Thieves and this is ILLIEGAL you go to jail for stealing why are they still in business , they need to be held accountable for stealing from people

  Business Response

  Date: 01/08/2023

  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: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi They emailed me with the same thing they said here , this is a game for them , this is all they do and this could keep going on this is rediculous I need my monet THEY STOLE FROM ME ****** this is theft I NEED IT REFUNDED TO ME ***************** STOLE IT and are playung these games with me and with the BBB

  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

• Initial Complaint

  Date:11/26/2022

  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 was sent a refund from a petting zoo company for $800. The venue we were going to have the event strictly did not allow us to bring animals into the park. $800 was sent to my venmo account i had to make since the petting zoo owner was only able to pay with venmo. I closed my venmo account and transferred the $800 to my bank but it was stopped and now i cant even get into that account. I want to know where my money is.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/19) */
  December 20, 2022
  Ref. No: PT-********
  
  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,
  ****
  PayPal Executive Escalations

• Initial Complaint

  Date:11/26/2022

  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.

  In 2021, Venmo banned my account right after I signed up, before there was any account activity. No explanation was ever given for why my account was banned. Offers to resolve the issue by phone or otherwise were refused. Reaching out to Venmo recently again to reactivate the account was fruitless as well. Venmo made no attempt to resolve this issue whatsoever.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2022/12/19) */
  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, 2022/12/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Venmo made no attempt whatsoever to resolve the problem. They continue to refuse to tell me why I was banned. Dealing with Venmo has been a truly kafkaesque experience.
  
  
  Business Response /* (4000, 9, 2022/12/30) */
  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
  
  
  Consumer Response /* (4200, 11, 2023/01/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Venmo made no attempt to resolve the issue again.
  
  
  Business Response /* (4000, 13, 2023/01/20) */
  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
  
  
  Consumer Response /* (4200, 15, 2023/01/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing new from them again in the last response. They made no attempt to resolve the matter.

• Initial Complaint

  Date:11/25/2022

  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.

  date of transaction: november 10, 2022 3:39pm
  Amount of transaction: $49575.00
  transaction details: payment for a vehicle
  paid to: *************************************
  other info:
  tried to make purchase two different times , but due to a mixup on the sellers end, was not able to make a successful transaction. end result of situation was my account being frozen. business asked for identity verification which i provided and was told the expected time it would take to resolve this issue would be one week. it has been over two and i have not be able to access my money that i currently have stored in my account. ($9,019.81)
  

  Business Response

  Date: 01/05/2023

  Consumer Response /* (-5, 5, 2022/12/07) */
  I emailed them today and called they continue to repeat the same answers that they can't help me or follow up to anyone in charge.. Please help
  
  
  Business Response /* (1000, 6, 2022/12/19) */
  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