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:11/16/2022

  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.

  This morning I recieved and email telling me my account was frozen. Later in the afternoon, I received an email telling me that services had been discontinued.
  I replied and listed the 4 most recent transactions, but to no avail. I have not idea on how I could have violated their terms of service. I have been a loyal user for a number of years now.
  Here is the request no. associated with the inquiry #********.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/09) */
  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:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have money in my venmo account balance and they are Not allowing me to access it. I have asked for a check and they are not doing their job to make it happen. They are going out of their way to keep me from obtaining my money. I have been emailing for weeks with no solution, only emails from them soliciting me to use more of their services
  

  Business Response

  Date: 12/15/2022

  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
  
  
  Consumer Response /* (2000, 7, 2022/12/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They FINALLY sent me a check for my balance.

• 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.

  To whom it may concern,
  On Nov.8th my account was scammed by a Venmo user Brian Patterson who used a flagged payment method to pay me $1950, on Venmo's side it shows the money delivered to my account which I do have the email notification from Venmo showing the delivery of the money. Also, I confirmed with Venmo that my accessibility to the money who confirmed that the money has been in my account so it can never be refunded back to the sender. (I have the transcript proof for the confirmation too). Then I sent the goods to the sender who had his money back from Venmo immediately when he receive the goods. I asked Venmo for reimbursement for their misleading but Venmo declined my request. We already contacted 911 who set up the record, but based on their response, it is Venmo's responsibility in terms of their refund to the sender for the case.
  There is no doubt that this is a fraud from the swindler taking advantage of Venmo's technical bug which shows to the receiver of the money at first ' delivered into his Venmo's account', and then for the transaction flag the receiver's account will be frozen, during which time the receiver's money is 'on hold', and after 1-2 days after the sender of the money confirmed the receiver has sent the goods to him which he has received, it is also the time that the sender will take his money back. So it is Venmo's technical bug which has been used by those swindlers. Please kindly let me know how you can step in and help. Thank you for your kind help!
  

  Business Response

  Date: 01/11/2023

  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

• 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 have been trying to contact somebody to get a fraud situation fixed and I keep getting the run around from multiple different people.
  
  I just want this resolved and get a straight answer from Venmo on how this can be fixed and move forward from it. I have spent multiple hours and days trying to get this fixed.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/09) */
  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.

  Long story short- On 11/13/22 I was trying to sell a Facebook item and a buyer wanted to send the money before hand, he stated he did so then he "had to send more" to unlock my account that was "limited" then I had to send him that additional money back ($250) which is where I messed up- not knowing I messed up, I had another email stating I had to send money to another Venmo account for a clearance fee, me, obviously not knowing, paid the other person another $200, which is when it all clicked and I realized this isn't right and contacted Venmo and my bank. My bank put a stop payment to any Venmo transactions and Venmo states they cannot dispute these any further due to their terms, even though I had proving factors of being scammed. My bank stopped the payments and now I owe Venmo $450. Not happy and not paying it. PLEASE help get this negative balance cleared.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/09) */
  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:11/16/2022

  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 have been trying to work with Venmo since AUGUST about fraudulent transactions from August 8-12th 2022. I have chatted with agents, called customer service, sent emails with little to NO RESPONSE. I have had over $1800 paid to people fraudulently. I do not know these people, I did not initiate the transfers. I filed claims... they were denied because I didn't provide proof. They were denied as Venmo states I did initiate the claims. Then provide the proof! Venmo has the proof. Another IP address was used for those transactions. It wasn't me! All of my graduation party money is gone. I tried to work with my bank to dispute the transactions when Venmo was unwilling to help. They needed the IP info, and I requested that information multiple times with NO RESPONSE. I have been told on multiple occasions this was getting escalated with no helpful (if any)response back. I have been in a circle trying any and all different forms of communication with no luck! I can see the public activity of the users that fraudulently received my money. They continue to do activity, but yet I am stuck as a broke college student. Venmo does nothing to protect you, venmo does nothing for claims, and I feel helpless. I can provide additional email information if needed to support my claim .
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2022/12/10) */
  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
  
  
  Consumer Response /* (3000, 7, 2022/12/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Although I appreciate the response and some additional details, I disagree with their representation of the situation. In addition, why is a BBB complaint needed to get an actual valid response? I still do NOT feel as though Venmo backs up their statements(listen to my calls or view the chat messages when reporting the disputes. What was the projected outcome for these disputes? Sending emails with "If you have more information" is not helpful. What additional information can get provided when I did not initiate these payments. Bank accounts have safe guards on repeat transactions. How does it not raise a red flag that $1800 was transferred that quickly through multiple transactions. Why does no one from Venmo freeze those accounts immediately. This was done in the middle of the night and they got to keep my money. What do you do to avoid fraudsters. Yes, I have multiple transactions on venmo that I did authorize. I am a college student!
  
  Finally, why wait until December to even address the IP situation or give "help" on how to report fraud. I am too late to do anything with my bank since you waited until now to respond. What will a police report do 4 months later.
  
  Looking forward to discussing this further with a Venmo representative in the future. I do not find this resolved!
  
  
  Business Response /* (4000, 11, 2023/01/08) */
  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:11/16/2022

  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

• 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.

  Several weeks ago after verifying my identity in full, I was sent money by a friend, which Venmo immediately froze claiming could not verify identity. I have sent all supporting documents, pictures of ID, social birthdate and tried to contact them repeatedly. The money was for medicine for a loved one. That loved one now sits in the hospital, because we cannot get their medication. This is all so to Venmo's computer system flagging my account, they are not sure why they say, but they think it is due to just a new phone being added to an account. Regardless it's been over 3 weeks 21 days, hospitals bills are piling up, and because of the stress and time that's being take from me to care for a loved one because Venmo has put a hold on a verified account or at least I tried, and they refuse to look into the matter further I may love my home my loved one, my family is falling apart etc. each week I try to call they tell me they are busy and at next week, over and over and over. I feel like they do not accept my identity has she/her nor my recent change to a women. 3 weeks and I cannot even get an email or call. I have a friend he is a male and white, similarl thing happened, he had access to his account and money within 4 days.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/09) */
  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.

  Hi. I bought a handful of holiday gifts at a craft fair. I spent over $100 and I used Venmo. (I only used Venmo because I didn't have cash on me.) I would have stopped to get cash if I knew prior about the surcharges. I received 6 cash advance surcharges that I had no idea about. If I knew I would have never used Venmo. Also, nowhere in the Venmo app did I see anything mentioned about surcharges. I lost a total of $60 and I am not happy about it. I called Venmo corporate office and explained to them the situation. I stated that I would no longer be using Venmo and I will be closing the account. I asked for them to waive the surcharge fee because NOWHERE was it posted that I would be paying an additional $10 per vendor. Can someone help me please? I also called my credit card company. If Venmo is going to do that, have a surcharge, it should be the first thing people see when they are signing up and/or going to use Venmo.
  Thanks for your time.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/08) */
  Dear ***************** ,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo