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:11/14/2022

  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 or about 9/17/2022 my Venmo account was hacked and they requested a payment of $900 be sent to them in California. I live in Georgia and have made many transactions with the with my email. They changed the account to a different email and phone number. I had $960 in my account which had been there for a month. Venmo contacted my bank (TIAA Bank) and they transferred 960 from my ctedit card to Venmo. Ultimately, Venmo never sent the money to the hacker and my bank took the 900 back als. That still left the original 960 in my account which is still there, Venmo then froze my account.
  .
  I started the fraud proceeding process which has been a night mare. They could easily look at the past transaction that had all come from me and my email and phone. I have sent them 6 different forms that they requested. They have had all kinds of issues with them ie:; hard for them to see but legible. I have told and sent the documentation that I have been a Police officer for over 47 years (Maine State Police, US Drug Enforcement , Carrabassett Valley Maine Police Chief) along with a passport, Ga drivers license, concealed weapons permit, Police IDs, etc They will not release my original $960 that was mine in the first place.... All I want id my account closed and my money (960) back.
  
  Please feel free to call me if you have questions. Thanks
  

  Business Response

  Date: 01/19/2023

  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

• Initial Complaint

  Date:11/14/2022

  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 said it up Venmo for money transactions which I have been deposit in and use it as credit I thought you guys were a debit card I did not understand when I was setting up the account you guys are saying I have a business in the name *** I would like to have a race it never been used and I have no idea about that account I do see it but I don't know what took place when I made your account and I got the Venmo card I don't have a business never had a business please can you contact me you guys have a lot of money of mine's on freeze
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/12/07) */
  December 7, 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:11/14/2022

  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 had a deposit made on Friday of $100 November whatever the past Friday's date was they put a lock on my account they can't give me a reason I only use it very seldomly they telling me six to eight business days with no reason whatsoever I have four kids to feed I can't wait for a business days this is ridiculous I have read their blogs I have emailed them like they told me nobody responds to the email to even let me know the people that customer service can't tell you anything there's no one else to talk to about your email account they don't even have a phone number for The resolution team you have to wait on an email which I think is very unfair no one has contacted me thus far to this day I am very upset my kids are starving please help me
  

  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

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the early morning of Nov 13 2022 I created a business account with Venmo in error for I do not have a business or side gig. I immediately noticed the error but was unable to backtrack from the sign up process and became more concerned when personal data such as ssn was being requested. As soon as I completed the sign up process I attempted to delete the newly created account only to discover I was unable to do so without contacting customer service support. After several unsuccessful attempts to do so via their automated system I located a contact number. I spoke with a customer service rep who could not assist me in closing the newly created account. Later in the day I received an email response from an unknown Venmo employee initially identified as ****** and on a subsequent message as*****., first indicating that the account could not be located and to provide the email address I used to create the account which is the same email address ****** contacted me and subsequently requesting further information and to provide a pictured photo ID by*****.
  
  In short, Venmo has already aggressively collected my personal data and in this age of miraculous technological advances it defies logic that I have to provide further information to delete/close a newly created account from stranger I am to believe is/are Venmo employees while simultaneously not being able to close the account because I am caught up in a Venmo data collection loop to nowhere.
  
  For resolution I would like this newly in error created account closed otherwise this account will sit in cyberspace susceptible to scammers.
  

  Business Response

  Date: 01/18/2023

  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

• Initial Complaint

  Date:11/13/2022

  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 11/13/2022 I began receiving emails about "my account" with Venmo. I never signed up for an account with Venmo. I have never verified my email with Venmo or received any texts codes from them. The emails stated that a new credit card, which I didn't recognize, was added to the account. Then a payment was made to someone I don't know, and a login attempt from an unrecognized device was made. I would like this account closed immediately. Venmo also should begin to verify email acco unts and send text codes to verify all new accounts and transactions.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/12/07) */
  Dear**************,
  
  In review of your communication, I understand that you never signed up for an account. I have fully reviewed this matter and can confirm it was resolved on November 18, 2022, when you contacted us.
  
  I sincerely apologize for any frustrations you may have encountered and hope this response sufficiently addresses your concerns.
  
  Sincerely,
  Venmo
  
  
  Consumer Response /* (2000, 7, 2022/12/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received an email from Venmo stating that my email had been removed as the primary email to the account created by another person, and I have not received any type of corresondence since then. I am still not sure how (or why) my email became associated with this account, if, as Venmo claims, they verify emails provided, as I never verified this email for any Venmo account. It also does not appear that any of my credit or debit cards have been fraudulently used nor was my name associated with this account. I hope in the future that Venmo takes more care in prevently this kind of activity with other accounts.

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This originally started when I used my husband's card, and when he noticed the transactions with venmo on his **** account. He didn't recognize this and truly didn't know what venmo is. He disputed the charges, therefore, **** of America investigated the charges. He contacted B of A, and resolved everything the charges on 11/2/2022 to tell them that everything is legit. They provided a claim number ************, which in turn I provided to venmo. From the attachment you can see that the transactions have been deducted from his account and are not a credit.I have tried multiple times to explain to venmo reps and supervisors that we are not looking for a credit, but for venmo to pay the businesses back and resolve this matter. I have provided venmo with the claim number and the screen shot of his account, and I thought this would suffice but it has not. The correspondence I receive is generic, and always tells me they cannot provide any details. This has been going on for too long, I was told this would be resolved in 48 hours. On Monday I will have my husband take time out of his schedule to contact **** of America again just to make sure everything is resolved with them. We will ask them to provide documentation for this, via email.

  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: 01/06/2023

  As I have stated many times now **** of America has resolved the issue on their end the same day. This was a temporary reversal and now since it has been taken care of the charges have been taken out of the account.
  
  Please see the screen shot. Not sure why venmo is taking so long to resolve this issue.
  
  Venmo case number ********. **** of America claim number ************. Again everything has been resolved on **** of America's end. Venmo needs to resolve this by the end of today.
  
  Why does it take so long for venmo to take care of something *************, I have provided a claim number that was provided to ** from **** of America, as well as a screenshot showing the charges that were in question.
  
  
  I was told this would be resolved in 48 hours.
  
  Now you want ** to contact **** of America for further information, but you can't provide what additional information is needed, then how can I call them.
  
  
  We don't want a credit, just pay the businesses!!!!
  
  
  ********

  Business Response

  Date: 01/19/2023

  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: 01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  To whom it may concern
  
  
  I saw the message from venmo. I have reached out to them many times by phone before I submitted this claim to the BBB, weeks. I have spoken to various reps and supervisors, and every time nothing gets resolved! Everything is documented on my account with whom I spoke to and the date.
  
  I even had a conversation with a rep and my husband was part of the conversation too, since the **** of America card is his information. He checked his back account and everything showed that the funds were not credited to his account. I also provided a screenshot of the four transactions, 3 are for a nail salon and the other for a ranch.
  
  Again time and time again all we are asking for is for venmo to pay the businesses! WE ARE NOT ASKING FOR A CREDIT TO THE **** OR OUR ACCOUNT! This is a something that is so simple, but has turned into a major headache!

  Business Response

  Date: 10/29/2023

  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 March 28, 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 Venmo website.
  
  Sincerely,
  
  Venmo
  

  Customer Answer

  Date: 10/29/2023

   
  Complaint: 19324187
  
  I am rejecting this response because:I would like to know whether or not venmo has released or refunded the dollar amounts back to the merchants. This is what started this whole process. Thats all I wanted to know from the beginning and no one not even supervisors could give me a straight answer. A simple yes or no including  some proof of this.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid the wrong person on venmo. I requested a refund but the person will not respond. I sent the information of my sister to venmo per requested but I have now heard nothing. I want my money returned to me and question why there isn't a way to cancel the transaction if a mistake is made. The amount is $500
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/07) */
  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:11/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was going to do a online transaction to send earnest money to the owner of a vehicle aí wanted to buy. I chose to use the Venmo services and pay the fee that protects me in case it is a scam. It happened to be a scam. As soon as I sent the money to the seller he never responded the messages. I created a dispute on Venmo to get the money back. The system showed that it was waiting for the seller's response until today when the dispute was resolved and I didn't get the money back. The seller never responded. Venmo said that my transaction wasn't covered by the money back guarantee. It allowed me to choose and I payed the fee to be covered by the money back guarantee and now they tell me that i am not protected. I was scammed by the seller and Venmo.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/06) */
  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:11/12/2022

  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 sent my rent $2,100 via Venmo on 9/01 and venmo charged me lots of fees so i disputed it with Wells Fargo. So the bank gave me a credit and venmo vanned my landlord account. I sent $2,100 to my landlord on 10/12 via venmo. After that i got recharges from bank on 10/19.
  Could you help me with this?
  
  Thanks,
  **********
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2022/12/06) */
  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, 2022/12/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I got an email from Venmo saying that BBB contacted them. That's it.The problem was not resolved.
  What I wanted was to refund $2,100 to *********** (10/09). Venmo banned his account and charged back $2,100 due to my dispute.
  But my dispute was declined and I got charged back from my bank (Wells Fargo) so I paid all and closed the account.
  Then Venmo needed to pay back $2,100 to *********** but they didn't.
  When ********** contacted Venmo they said that Venmo didn't get the dispute decline information.
  so I sent them all the letters and back up documents but Venmo never replied to me back for more than a month.
  Please find the attached files for your reference.
  
  
  Business Response /* (4000, 9, 2022/12/19) */
  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, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's been 3 months already. When I contacted the bank they said they already sent notice to Venmo. I won't accept the response until they refund.
  
  
  Business Response /* (4000, 13, 2022/12/30) */
  December 30, 2022
  Ref. No: PT-********
  
  Dear **********,
  
  Thank you for contacting us again. 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
  
  
  Consumer Response /* (4200, 15, 2023/01/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There's no resolution at all.
  
  
  Business Response /* (4000, 17, 2023/01/23) */
  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, 19, 2023/01/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have $1,282.21 (payment for Phillies tickets from friend) on Venmo and I am unable to transfer to my debit card. I have only used Venmo a handful of times and would have no problem closing my account but would like an explanation as to what is gonna on. I did a live chat with Venmo and it was clearly a bot. Therefore, I called Venmo on November 7, 2022 and was given the run-around/told that they did not know why I could not withdraw the money. I was told that Venmo would contact me within 24 hours and I have still not been contacted via email or phone.
  
  Thank you for your help.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/05) */
  Dear ****************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo