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:11/18/2022

  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.

  On July 12th, 2022, an unknown charge of $400 appeared on my account. I reported it on July 19th, 2022. That day I provided the information I was asked, including screenshots. I was told that within 10 days someone will contact me (Request *********). I got an email from********** with a questionnaire that same day, but after that. no one ever contacted me. The account was frozen, but no information was provided on what was expected from me.
  
  In August I tried to unfreeze the account with no luck yet got an email from*********** on 9/22 (Request *********) asking about rating my experience.
  
  Over the months I have tried several times unsuccessfully to change password and unfreeze the account. This week I was told by that my previous claim was denied (yet no one informed me) and ****** told me that my request was going to be escalated. Within 48 hours someone will contact me to unfreeze the account. All I got was an email from*******. asking for me to change the password and let him know. Done and done account still frozen. In my follow up, now *******. replied and says that I need to verify my identity and provides a link to upload any additional document I think I need to support the claim - but wasn't the claim already denied? What specifically do I need to do to verify the account? Then again, every time I ask a question no one answers - and that is how 4 months have gone by.
  Now ****** (Team Venmo) tells me to use the thread from********* who does not say anything.
  I have asked to close the account and they can't because they need more time to review. A new case was opened *******************. At this point all I want is my current balance to be reimbursed, the card cancelled, and the account closed. I want to use Venmo, and I believe it is convenient, but is any issue take a year to be solved if at all, I am done.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/15) */
  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, 2022/12/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Dealing with Venmo very difficult. Looks like this is a practice to get people to give up while they do nothing. After 4 months trying to get this fixed - they did the bare minimum to get the account restored and I am giving up on pursuing this any further.

• Initial Complaint

  Date:11/18/2022

  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 signed up for Venmo and tried to transfer funds to my Chime bank account. At first the excuse was my bank was linked to a different Venmo despite never having one and then verifying me ID, now I'm still getting a "There is something wrong with your bank" it's been 3 months and I want my money.
  
  **************
  

  Business Response

  Date: 01/10/2023

  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

• Initial Complaint

  Date:11/18/2022

  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.

  First time using Venmo, a close friend sent me 601 dollars to help pay some very important bills on November 6th and 7th. They froze my account asking for my i.d., I sent that document. Then I recieve another email saying they need my bank statement, that is sent. Account was unfrozen November 14th. The 601 dollars are still saying pending to my bank account and every time I talk to someone they keep saying oh it should be there the next day but I've yet to see the money in my account. I feel like the money has been stolen at this point. I need answers because I'm not getting any from Venmo.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/15) */
  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:11/18/2022

  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.

  Venmo is complicit in customer fraud and re-victimizes customers who have been defrauded by their platform. On October 17th, my Venmo account was hacked and seven consecutive transactions for a total of $1050 were made. I reported this to Venmo on October 18th. I provided the screen name of the person who did this. I was told by Venmo that it would take 7-10 days to solve this. I followed up 10 days later and was told that they had frozen my account. I then asked to unfreeze my account, as I was told by the representative that it was the only way I could proceed in receiving my refund. I inquired about the status of my refund, and was told to wait a couple of days, because it was just processing. I emailed on the 31st of October to inquire again, as I had spoken with multiple Venmo representatives who had not resolved my issue. I then notified law enforcement and made a report with Nashville Metro.
  On November 1st I received a message saying it was taking longer than usual to resolve. I emailed again on the 8th asking for an update. On the 9th I was told there wasn't another update. In the interim, I had called my credit union for help, and they stated Venmo needed to try to resolve it this last time. I followed up with my credit union today, November 18th, and was told that Venmo had denied my refund through Mastercard and that they would be addressing the refund directly. This did not occur. The bank suggested I call Venmo as I had not received my refund. I called Venmo again today (over a month at this point) and they stated they did not see where I was receiving a refund. I was told the complaint had been mishandled by them and should have been handled internally only. I was told I needed to find evidence that the bank said Venmo was refunding me. When I called my bank, they said Venmo must have spoken with Mastercard and that they (Venmo) would be handling my refund.
  As you can see, this is an intentional attempt by Venmo to defraud me of my money.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/15) */
  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:11/18/2022

  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.

  A scammer spoofed my friends account and requested $310. I accepted as Venmo did not warn me that this was not my friend (used same name and profile photo).
  
  Within 5 minutes of the payment I was on with Venmo support and within 10 minutes Venmo suspended the scammers account.
  
  I stopped payment from my bank but now Venmo has frozen my account even though they know the account was a scam and even though it was suspended within 10 minutes of payment.
  

  Business Response

  Date: 12/14/2022

  Consumer Response /* (-5, 5, 2022/11/21) */
  ***Document Attached***
  Also attaching the fraudulent payment screenshot
  
  
  Business Response /* (1000, 6, 2022/11/24) */
  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, 9, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Venmo did not address my concern. My account is still frozen and they have again asked me to provide money instead of them pursuing restitution from the known fraudulent account which they suspended.
  
  I also would like to add that the control that myself and others rely on to prevent fraudulent payments (a second confirmation question whenever paying new accounts) did not execute in this case so I had no way to assess the account as fraudulent.
  
  No progress has been made on this case and I again request my account be unfrozen and any funds be pursued from the scammer and not me.
  
  
  Business Response /* (4000, 11, 2022/12/09) */
  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 /* (2000, 13, 2022/12/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have agreed to refund the stolen money.

• Initial Complaint

  Date:11/18/2022

  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.

  Venmo froze my account without explanation and will not release it, again, without explanation. I have $60 in my venmo account that I cannot transfer to my bank. I contacted Venmo via their website and never heard back from them. I then called them. Was told they would need to expedite my case and I would hear from Venmo. I never heard from them. I called back 7 days later, because the account was still frozen, to be told that it had NOT been escalated as promised. Again, I was told it would be escalated but I would have to wait ANOTHER 10 days. I just want my account unfrozen, told why it was frozen and get my money from them.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/15) */
  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:11/17/2022

  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.

  Signed up for a Venmo account 11/15/22. Successful sign up. Had my wife transfer $6,937. on 11/15/22 Venmo froze the transfer and is holding the funds. They requested identification documentation that was sent on 11/16/22. I called customer service multiple times and they can not resolve the transaction.
  Please help me!
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/12/13) */
  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:11/17/2022

  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 opened an account with Venmo and did a peer to peer transfer of 300.00 Venmo then froze my account not letting me get my funds out of the account even after I submitted every document they asked for to verify. It has been 10 days and they're trying to tell me it will be another 7-10 days before they will most likely unfreeze it. I need my money it is all I have and they seem to be playing games. They sent me an email stating they had all they needed to verify my account but still my account is frozen 10 days later and I can not wait another 10 days.My email on my account is **************************
  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/12/13) */
  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:11/16/2022

  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 Saturday November 12, 2022, I initiated a transfer from my Venmo balance to my girlfriend. Both of us have been Venmo users for a long time. There is a transaction history of sending/receiving between each other. Said transfer was placed on a 48 hr review. Review took 72 hours and the result was a reject with the following message " We have reviewed your transaction and identified activity that may be in violation of these regulations. This means we cannot transfer the funds to your desired recipient. Please do not attempt to send this payment again." Venmo refuses to state how sending money to my girlfriend is a federal regulation violation. And now they say I cannot Venmo her. This is an unacceptable situation and demands a real answer. Not a dodge like 'we cannot say what caused the rejection.'
  

  Business Response

  Date: 01/12/2023

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

• Initial Complaint

  Date:11/16/2022

  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.

  I opened a new personal Venmo account on Monday because I was being sent money. The money was sent to me and I tried to put in my back account but I got a message that my account was frozen. It's a brand new account and the money has has been sent so there is no reason for the account to be frozen. When I finally got through to someone after being hung up on and my emails not being properly answered I was told I had to email a copy of my drivers license, which I did. They said they have to send it to another department for review and it could take up to 21 days. Also, it's never been explained why the account is frozen to begin with. I needed this money for an emergency and now it's being held hostage by this company for no valid reason at all. From what I've read I am not the only person that this has happened to. This company needs to be investigated because they are not transparent with their actions and you have to jump through hoops to even get a response. It's criminal.
  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/12/14) */
  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