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:11/09/2022

  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 November 3, 2022, I received a notification that a purchase had been made at Lowes for $537.80. I was at my daughter's NJHS induction ceremony and did not make this purchase. I immediately called Venmo at 1937 on 11/3/22. I was on the phone for 27 minutes and was told the purchase had been made with a virtual card, they changed the number, and that I would not be responsible for the $537.80. The charge was not removed, so I called again on Monday, November 7, 2022.
  
  The charge remains on my card, tying up my credit and accruing interest that I will need to pay.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/04) */
  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:11/09/2022

  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 two declined payment on my card due to fraud prevention. I contacted customer service 2 weeks ago and they told me the payees were paid. And that I would be contacted later about the issues and to remove card from payment forms. I was emailed this week about my account being locked until issue was resolved. They also locked the payees accounts and charged them for my mistake. Called my card company and reversed the disputes so the charges will be paid. I am upset at punishing the payees who had nothing to do with payment issues and who are college kids that rely on their accounts. I have contacted customer service 3 different times this week, to no avail in resolving issue with payees accounts locked. They always tell me it's a different department that can only be contacted by email and it is a 7-10 day wait for resolution. Punishing the college kids for my mistake is inane and not trying to resolve issue until two weeks after it occurred is also lunacy.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/04) */
  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, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again the company did not supply a resolution to my issue. The email stated things about my account and my issue was the college kids accounts due to my mistake but Venmo did not work to resolve the issue that they caused.
  
  
  Business Response /* (4000, 9, 2022/12/17) */
  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:11/08/2022

  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 recently have had a couple accounts of mine hacked like Netflix, Etsy, and Venmo. Also a unauthorized fraudulent bank transfer through my bank. I have dealt with all the companies including my bank getting them all resolved and I've changed passwords and been doing everything the companies recommended I do. My problem is with Venmo. Some how a bank from the Philippines was added to
  My account and $315 dollar transferred out. I contacted Venmo and reported the unauthorized transfer. I went through there whole dispute process and Venmo agreed with me it was fraud and put the 315 back on my account. But now my account is frozen and I am unable to touch the money and I am unable to use the account due to it being frozen. I have completed all the things they asked me to do through there email. And still my account is locked. It has been this way since 10/31/2022. I have tried contacting them by phone and I only get recordings and have been unable to talk to anyone. There phone numbers are dead ends and I never am able to talk to anyone. When I email Venmo back asking the status of my frozen account the send me the same email instruction that have not changed anything. Can you please help me get access to my money also I don't know your capabilities but Venmo's customer service is one of the worst I have ever dealt with. Thank you for you time and I hope to here from you soon.
  
  **************
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/02) */
  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:11/08/2022

  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 steals money and don't pay who you send the money too
  

  Business Response

  Date: 01/13/2023

  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
  
  
  Consumer Response /* (3000, 7, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The person I sent the money to had to close their account because they never received it. I got it money from somebody else and now the company sold my money again they do not answer emails they do not answer phone calls. They are the worst company ever they refused to even close my account.
  
  
  Business Response /* (4000, 9, 2022/12/17) */
  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 or the counterparty 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, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You can't get to first base with they they keep making excuses and lie they are the worst company ever

• Initial Complaint

  Date:11/08/2022

  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 used Venmo a handful of times and had/have a balance of $55 in the account. Earlier this year I tried to transfer the money out but was unable to. I contacted customer support in July 2022 and they told me that recent activity had triggered security alerts and they had frozen my account to verify my identity. The only activity in my account in 2022 was a transfer of $30 to me from a friend reimbursing me for a sweatshirt I bought for her at our kids' school fundraiser. Venmo asked for my license which I provided. My account remained frozen. In August, Venmo told me my account was permenantly deactivated due to violation of their policies but refused to explain how I had violated those policies and specifically stated, " we do not divulge our decision making criteria in order to protect the systems that monitor activity on Venmo." They said they would hold my funds for loss prevention purposes. In October, Venmo emailed me to tell me I could now transfer out my funds, but when I attempted to do so I got error messages telling me my account was frozen. I contacted customer service via the chat and they said they would escalate it and I would hear back within 24-48 hours. It has been several weeks and I have not heard back. My account remains frozen and I cannot transfer out the funds.
  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/12/03) */
  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, 2022/12/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/08/2022

  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 created an account with Venmo and everything was going fine until September when I was notified that I could not get paid for something I was selling. I checked with Venmo and they told my account was frozen and they would not tell me why. They then demanded that I give them a copy of Drivers license to prove who I was and therefore unfreeze my account. I do not want them or any company to have my drivers license, so we are at impass. All I want from them now is put the $60 dollars I left on their app put back in my Bank account that they have on record.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/12/03) */
  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, 2022/12/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I still don't know why they froze my account, but they unfroze it and I was able to remove the last of the money I left in their care.

• Initial Complaint

  Date:11/08/2022

  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 November 1st, 2022, at 7:15 pm, I made an instant transfer from Venmo to my debit card ending in ****. The original amount was $157, but Venmo charged a fee of $2.74 to make the transfer "instant", so the actual amount is $154.26 that should have transferred. The transaction ID is:********************
  The money never hit my bank account. I called Venmo on Nov. 2nd to file a dispute. Venmo said to call my bank and tell my bank to release the funds. My bank said there were no funds anywhere to release. I called Venmo back 8 times on 3 different days. They refuse to refund the $154.26 even though I can prove my bank never received it. They did however refund me the "instant transfer fee" of $2.74. I called again today and asked to speak to a supervisor. The supervisor said that they will get back to me in 6 business days because this is the first time he has record of me calling about this. I pushed for a faster refund, and he hung up on me.
  All I want is my $154.26 that I am owed.
  Thank you so much for taking the time to help me with this. I appreciate you.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/02) */
  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:11/08/2022

  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.

  Along with my business partner *************, I opened a Venmo business account to receive proceeds from our professional home organizing business. The company is The Mindful Organizers. We received a $3400 into our Venmo account from a client on November 2nd. We then attempted to transfer our money from Venmo to our local bank account. We went through the authorizations steps, first acknowledging some small deposits, then sending in proof of our employer identification number (EIN). At that point, we became unable to successfully submit the EIN. We kept getting an error message. After multiple calls, emails and texts to Venmo, they acknowledged that they currently have a glitch with their business accounts and it prevents accounts from getting authorized, as the data gets lost in a loop. They refuse to tell us when it will be fixed, refuse authorize our account manually, hang up when we call and talk to an agent in person, and even refused to reverse the transaction and refund our client, so we could be paid another way. They are holding our money hostage and not allowing us to use it or transfer it to our bank! They will not escalate the issue and keep saying they are "working" on it. It is completely unthinkable that a money transfer company would operate this way. They took 3% of our proceeds as a fee and yet they refuse to take any steps to allow us access to our own money. Please help us get some answers and a resolution.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/02) */
  December 2, 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:11/08/2022

  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 out of no where permanent closes my account. They said I had possibly violated one of there user agreements. They also said they could not give me a reason as to why or what I violated. There is $2435 in my balance and they said I cannot get that back. I've done nothing wrong that I know of in there platform and was given no warning of anything. I don't get it this but it is not right.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/02) */
  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, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Although they responded and they were nice about there approach this time there still was no resolution or information.
  I was basically told the same thing in a nicer way.
  Venmo's policies under these circumstances are extremely vague and not fair. People should be able to know what they did wrong if anything at all especially if venmo is holding money against someone's will for 6 months.
  
  
  Business Response /* (4000, 9, 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:11/07/2022

  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 received a refund for a purchase for photography services for my 11/12/2022 wedding on 11/01/2022 due to unforeseen circumstances. I transferred some of my funds on 11/02/2022 in the amount of $500, which was successful, and have attempted to transfer $150, which is still pending. I have also attempted to transfer the remaining $550 out of my account and on Nov 3 and I received a message that my account is frozen and I never received an email indicating the specifics of why my account was frozen. I have been with Venmo for 2 years and I was trying to transfer funds that belong to me out of my account. I have attempted to contact Venmo via email and phone for specific reasons as to why my account was frozen and what can be done to unfreeze it, as I have other vendors I need to pay before my wedding this Saturday 11/12/2022 but they will not respond to me. When I call they inform me that it is a different department that handles that and I cannot speak to them over the phone. I want my account unfrozen so I can obtain the remaining balance of my funds, otherwise I will not be able to pay for other services that I need to pay for.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 6, 2022/11/30) */
  Dear *************,
  In review of your communication, I understand that your account was frozen due to which you were unable to transfer funds. I have fully reviewed this matter and can confirm it was resolved on November 8, 2022.
  I sincerely apologize for any frustrations you may have encountered with withdrawing funds and hope this response sufficiently addresses your concerns.
  Sincerely,
  Venmo