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:11/07/2022

  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 had filed a fraud charge with Venmo several in early October for several charges that were not made by me. I also had to file fraud charges with my bank since it is the type of account that takes money out of my bank account. There were in total 8 withdrawals to which I filed fraud charges and was found in my favor with both Venmo and my bank. They failed to file 2 charges from the same person on the same date at the same time. 3 weeks ago I filed another fraud claim with the 2 charges that were not included with the first group of charges. And again with my bank. I have tried for all these weeks to contact with venmo via phone, email, and chat to move forward with the process. They have not responded to me or my bank to finalize these fraud charges! I need for this to be resolved so the money can be replaced in my account. Venmo did not provide proper security of my account, has not communicated with me or my bank, has not placed the money back in my venmo account. I want to close this so I can pay of any venmo credit debt and my other account with them so I can close any and all business with them. I have had to change all my information with my bank and bills due to this and have spent many many MANY hours of my time trying to resolve this and can not get cooperation from venmo in any way.
  

  Business Response

  Date: 12/19/2022

  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:11/07/2022

  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.

  this. I received a large deposit into my Venmo account via direct deposit on 10/24/22, after making several transactions through Venmo and cashapp, my account was frozen just a few hours after receiving deposit. Have emailed back and forth with Venmo customer support almost daily for 3 weeks. Have provided document regarding the source of the deposit, monthly statement from cashapp since that card is associated with mt Venmo account, I have provided my birth certificate and marriage license, but none of this has been good enough to prove I am the owner of my account, and $28,898 is still currently frozen. I cannot provide unexpired picture ID because I do not have one, my DL is expired and it's quite a complicated and expensive process to get that straight. Considering all the other info I've provided, I do not think it's acceptable that my account cannot be unfrozen based on other forms of documentation. Also, the transactions made prior to account being frozen should not have been suspicious, as I sent money to family and friends I've previously and frequently done Venmo transactions with, and frequently use cashapp along side with my Venmo.
  
  Please help me resolve this issue. My family and I desperately need this money. I've been unemployed for 2 years, and this opportunity to cashout ESOP funds was an answer to prayer that was quickly taken away mere hours after deposit.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/01) */
  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 phone call stating there was suspicious activity on my account so it was frozen. They then asked for my banking info to verify my account and I said no. I have received multiple emails saying I need to take a picture of my government issued ID and a picture of me holding ID and upload it to unfreeze my account. I said no because that is not secure. So I said just cancel my account. I have asked 4x for it to be cancelled and am being told they can't without me uploading my ID.
  

  Business Response

  Date: 12/19/2022

  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:11/07/2022

  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 opened a Venmo account (Oct 2020) and I received funds into it for two years. Now I wanted to transfer funds out of it and Venmo is giving all kinds of excuses. The asked for ID and I sent a picture of my Driver license which they rejected twice. They don't tell what the real problem is. My account is frozen and Venmo is of no help.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/30) */
  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, 2022/12/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  All good in the end, took a while to authenticate my account even though I have been a customer of 2 years but I guess Identity thefts are on the rise and they acted accordingly.

• 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.

  On Friday, November 4, 2022 I purchased concert tickets from Venmo name ************* from a Facebook account *********** who posted she had concert tickets for sale on a local community facebook page. However, when I sent the money, they did not send me the tickets and that's when I knew I had gotten scammed out of $60.00. When I went to send the payment via Venmo, it asked me to list the last 4 of their phone number. I asked her the last 4. She said 5305. Well that didn't work. I asked her again. She said 1548 but when I went to add, Venmo didn't need the last 4 for some reason and the payment went through. I kept checking Ticketmaster app where******* said she was transferring the tickets and nothing. I wrote to her several times on messenger and nothing. No replies, nothing. I called Venmo to report it and they said, "since it's a friend to friend transaction, there's nothing they can do" I have NO IDEA WHO THIS PERSON IS...... I told them that and told them about the last 4 numbers mentioned above and once I tried to enter them again, the payment went through. This person is a scammer and it's not fair they can scam people. I requested the person to pay me back via Venmo request and they have not. Their Facebook profile and messenger account are now unavailable for me to contact them. Venmo had looked into it further and also sent me an email today stating there is nothing they can do. This Venmo account immediately changed their name to ******** the next day, deleted all their comments which had two other people stating they were scammed and reported the incident to local authorities which is all Venmo told me I could do in the email they sent today........ Venmo needs to do the right thing and refund my money. And find a way to make it not easy for scammers to steal money from people. I will be deleting my Venmo account if we can't get this resolved. I'm so sad about Venmo's response and that they allow scammers to continue doing this and have not tried to refund me.
  

  Business Response

  Date: 12/13/2022

  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:11/07/2022

  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 sold an item online & was paid through Venmo. Venmo sent emails to verify my identity. Venmo later sent an email to verify my bank account. I completed those task as requested. My account stated that money would me transferred to my bank account through standard transfer on 10-23-22. After several calls & chats my account was permanently deactivated on 10-30-22. I have not been able to get an explanation, nor have i been able to access my account. In the email, Venmo stated that the funds would be held for up to 180 days. So now, my rent money, car payment, & money for travel (I'm an insurance adjuster) is frozen/inaccessible. Venmo even charged me a sellers fee (1.9% + $0.10). I have been a Venmo user since 2021 & a PayPal user since 2003. I'm not sure why they would leave me in such a bad position. I'm still not sure if I'm being scammed out of my money because all the emails, chats, & calls are basically robots or people that have no knowledge of what's going on inside the company.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/01) */
  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
  
  
  Consumer Response /* (3000, 7, 2022/12/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept any apologies that don't come with action. It states that customers are priority, yet I'm being treated like a criminal. I have committed no crime whatsoever. My money ($2,999) is being held for up to 180 days for no legitimate reason. This can not be legal! I will continue to take further action until this situation is resolved. I've been a PayPal user for almost 20 years & this is how I get treated by one of its companies/affiliates (VENMO).
  
  
  Business Response /* (4000, 9, 2022/12/14) */
  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:11/07/2022

  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 used my ** checking account*************** to deposit $3500 to buy ******. My checking account was debited immediately. Now I sold my ****** and transferred back $3582.44 on 11/3. Venmo promised transfer to my checking by 11/4. Today is 7th. No transfer. Still shows as pending. I talked to three reps ***************************** I begged for supervisor and corporate Excecutive contact but was not provided. All 3 reps told me they can't do anything but can't tell me why it is pending. I feel helpless. I am attaching transcript with one of the 3 reps I talked to.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/11/19) */
  Dear***************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again, the company is not being honest. They tell me that they did the right thing and they followed all the rules and policies of their company and they tell*********************** something else. They did not follow the rules. They did not respond to me within 72 hours. They took 12 days to respond to me. As a result of the excessive delay, I lost because I had to pay the overdraft fee to the bank for all the checks which for bounced because there was no money in my account. I relied on Venmo to put the money in my checking account on time which they did not. And now for them to say the day for the policies and rules , at least that's what they tell me in my email. This is highly responsible for the management to respond like that. They respond to me something else and they respond to*********************** something else. It is totally disingenuous. The corporate office of Venmo should understand that they need to meet the needs of the customers if I was told that the Payment would be made next day then it should have been. If it was not then they should have responded to me directly telling me why it is not. I contacted so many customer service, representatives and chat and emails and I got the same response. The count is under review. That is not exactly execrable they should have told me exactly what is going on but they did not and they failed.
  They should have a courtesy to offer me some compensation for my stress, and for me to deal with my bank with my many checks for this honored, because there was no money because I relied on Venmo
  
  
  Business Response /* (4000, 9, 2022/12/06) */
  December 6, 2022
  Ref. No: ************
  
  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,
  ****
  ****** Executive Escalations

• 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 tried using the venmo app to pay someone. That person turned out to be a scammer. I tried requesting my money back but instead repayed the scammer because the app is confusing to use. I even put in the note to request payment back. I called venmo immediately. They told me they would not help because I didn't click a small toggle button that you're supposed to click before you pay someone you don't know. I've never seen this button before and never heard about it until I called the company. They refused to help even though I was only asking for a stop payment on the second payment that obviously showed I was requesting money back. They refused. I put a stop payment on my account. Venmo continued to pay the scammer and is now calling me multiple times but never leaves a voice mail to discuss what they are calling about.
  The user who I paid obviously knew what they were doing because as soon as they withdrew their money they canceled their account.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/01) */
  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:

  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.

  Occured October 4th, 2022 and still has not been resolved
  Someones venmo account was hacked and over 3 transactions a total of $1950.00 was sent to me. I was not owed any money and the person reached out to me and let me know it was mistakenly sent. Once the balance showed in my Venmo account I sent the money back in one transaction for the total. Well a dispute was also sent to venmo from this person and now somehow my account was frozen since there was money sent to me. However I already sent it back. I have reached out to venmo regarding this and my account is frozen so when money it sent to me venmo just pockets the funds since they are stating that I owe $1950.00 when you can look at the venmo transactions and clearly see that the money that was sent to me was sent right back to the person whom was supposedly hack. It has been over a month with no resolution on my end.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/12/01) */
  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, 2022/12/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/07/2022

  Type:Billing 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 10/31/22 I noticed lots of unauthorized transctions on my Venmo acct. I filed a dispute on them and then they gave me 2 returned permanent payments then also gave me a few payments that were temporary while the transactions were being looked at. Them they froze my account they requested my TX DL and a selfie so I sent that as well then they finalized it with permanently deactivating my account due to violation of user agreement. I keep calling and asking what violation did I commit and they refuse to answer me. They didn't ask for hospital records they didn't ask me for my social security number nothing they are also stealing the money that rightfully belongs to me and not only did they steal my money but allowed another person who broke in my room while on my dying bed to steal from me so they gave me half back then freeze my acct so they are also thieves ànd I need my account to get unfrozen asap. I explained what happened but they don't take theft into consideration they automatically say nope your acct is frozen or closed due to what I did...well I was in the dam hospital. It was not me. I need someone in the account specialist department to contact me asap n let me know what the **** is going on. This is bull **** and I want my money

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/17) */
  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, 2022/11/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm sorry I got my days confused and I can show proof that I was hospitalized on the 12th of September and whoever got a hold of my account edited and switched lots of things and probably used their own devices to get in my acct. I don't know but it's unfair that you lock my acct with my money and only half of what I disputed is on there returned by you all. I don't think I did anything wrong accept for dispute my money because of I hadn't done that my acct would still be opened
  
  
  Business Response /* (4000, 9, 2022/12/03) */
  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, 11, 2022/12/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They called me to let me know they have looked at my case again and went ahead and released my funds to me. It's not all that was supposed to be in my account but half is better than nothing. Thanks venmo