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:11/01/2022

  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 initiated a debit transfer of $600 accidentally to an old closed account that has been closed for awhile- 2 weeks ago. My bank is saying they will not accept the payment and they keep rejecting it and Venmo will not get the money back to me so I can transfer it to right account. They went from emailing with me about this to now they won't even respond. Can't even get ahold of anybody by phone. I have $600 that's lost that I don't even know how to get back now. Worst customer service I e ever seen.
  

  Business Response

  Date: 11/07/2022

  Consumer Response /* (2000, 6, 2022/11/06) */
  They paid me my money back. Today Nov 6 2022 You can close this case.

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A Venmo account was set up and funded in September 2021 with $260 US.
  Since May 2022, I have attempted to transfer those funds to a check, credit card or bank account.
  The Excuses of Venmo support have been a myriad of issues. Today on 11/1/2022 the following response was received from their Support, stating to do what was originally suggested in May 2022. After attempting 4 more times to transfer funds to a CitiBank creditcard, Truist Bank account and a Bank of America account using 1. Microsoft windows with Chrome and MS Edge, The original Apple iOS Venmo application and the application from 11/1/2022, there are only errors and the transfer is rejected. Venmo has now restricted the account.
  I only want $270 paid out and the Venmo account closed.
  
  From: *********************************
  Sent: Tuesday, November 1, 2022 4:30 PM
  To: 'Team Venmo' <*******************************************
  Subject: RE: Venmo Support Phone Call Follow Up
  You have a new message from Venmo regarding request #********
  My name is ******, and your case has been escalated to me for further review.After review, we were able to make temporary adjustments in our system so that you can transfer the remaining funds in your Venmo account to your bank. Pleas
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/26) */
  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, 2022/11/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After addition contact, and hours of issues, this was resolved and after one year we finally have the funds from the service in a bank.
  Venmo owner's PayPal Executive Office was required to resolve.

• Initial Complaint

  Date:11/01/2022

  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 overpaid with a fraudulent check. Prior to learning that the check was fraudulent, the individual who gave the check had me Venmo the difference, say it was a mistake. So I sent the venmo amounts and then found out about the fake check. I have been working with my bank who have protected my funds. I have been in touch with the scammers to attempt to receive the money back. I have been unable to resolve the issue myself. I have called Venmo support TWICE and they conversations lasted less than 5 minutes. They had no interest in helping and stated that they could not fix the problem. Even though it was reported to them WITHIN A COUPLE HOURS. I am now concerned that I will be sent to collections for funds that I never had and should not have been given. They were scammed out of me. The user in fault has the following venmo: ************* The instagram of the user who gave out the fraudulent check is: ***************. I am absolutely baffled with Venmo customer service and will be eliminating my account with them and NEVER utilize their services again. I have also informed MANY people of the situation and their reaction and they too have eliminated their accounts. This saddens me, but they DO NOT care about their customers.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/26) */
  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:10/31/2022

  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.

  My complaint is with Venmo. I tried to send $200.00 to a new Venmo user who's father just passed away. It failed the first time then it failed two more times when I kept on trying to send this person much needed money. I have over $3000.00 in my Venmo account which is more than enough to cover the $200.00 I was trying to send the individual. Venmo then froze my account because I made 3 failed attempts to send someone some money. I immediately called tech support and they said my account would be un-frozen within a couple of hours but could take up to 7 business days. I was not happy with that but was willing to wait. Venmo a few hours sent me several emails with instructions on how to un-freeze my account which basically sent me in circles and I was never able to get my account un-frozen. I waited 7 business days because I was told by the original person it might take that long. I called back again after providing all of the documentation that they requested and asked the tech support person I spoke with to escalate this issue and he responded that it was a different department that is handling my case now and he could no longer help me. I asked to be transferred to department that was in charge of my account and he said that they do not have phones! *** how can a business do business that way? I asked to speak to his supervisor about 20 times and he refused to transfer me to his supervisor. I insisted that I be transferred to his supervisor about 20 more times and he finally transferred me to his supervisor. The supervisor said that she would escalate my complaint to the department that has no phones but is the department that is in charge of unfreezing accounts. I told her that the previous person refused multiple times to transfer me to his supervisor and she said that was unacceptable and would follow up on that. So now it has been 3 weeks and my account is still frozen and I have not been able to transfer my $3000.00 out of Venmo to my bank. Is that Legal?
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/25) */
  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:10/31/2022

  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.

  The amount of money Is 1800
  
  Venmo has said I owe them 1800.00 because the funds could not be pulled from a bank account not belonging to me. This person***************** was probably scammed by the same service we try to purchase. I had alot more money for this service that I have not received nor want to anymore. The time when I received the money through venmo October 5th, I was already scared of losing the money I put in without the service offered. So when I got this payment I was told to send it to them using crypto. I just did it and didn't think too much about it because they did have about 3500 from me. I am accepting the loss now but before I was just doing it because I was scared to lose so much money. Now venmo is saying I owe this money and I tried explaining to them that I was scammed. I talked to an agent and he put notes in so a account specialist can help me. Then the very next message was that my account is banned and they won't explain exactly why.
  
  I'm just worried that they might send it to collections and hurt my credit score for something I can't even dispute with them about.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/28) */
  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, 2022/11/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This answer isn't a resolution and I am still in a situation where they say I owe money. If the person contacted the bank and got their money back just like that, what if i did the same after paying Venmo? I don't know why I would owe this amount if the sender should be the one who owes it since they sent the money. I sent a reply to the email from Venmo but have yet to receive a response
  
  
  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
  
  
  Consumer Response /* (2000, 11, 2022/12/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am not satisfy but I can't avoid not paying it now since they are basically siding with the scammer.

• Initial Complaint

  Date:10/31/2022

  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.

  Hello,
  
  On October 31, 2022, at 10:11 AM EST, I received an email from Venmo stating that "Your Venmo account has been temporarily restricted". On the same day, at 10:12AM EST, I received another email from Venmo stating that "(Venmo) Notice Regarding Your Account". The detail of the email stated that "Due to the nature of your activities, we have chosen to discontinue service to you in accordance with Venmo's User Agreement".
  I have been a loyal customer and user of Venmo for years and solely use the account for sending and receiving funds from friends and family. There was no difference in activity made from what I have been using Venmo for. My Venmo account was limited unexpectedly, preventing me from sending or receiving money from family members living far away.
  Venmo sent no warning before terminating my account, and I can not get in contact with someone who can give me an explanation, which I am very upset about.
  After trying to contact Venmo but received no response. And I think this decision of Venmo was made by the automated system and it is a mistake.
  I have read the Acceptable Use Policy to make sure I did not violate any terms before contacting Venmo and BBB.
  I really hope BBB can help escalate the concern to Venmo so that the issue can be resolved as quickly as possible.
  Thank you.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/25) */
  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:10/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Venmo is holding my funds. They have Frozen my account without explanation. The only way I can communicate with the department who is in charge of Frozen accounts is via email and I cannot get them to email me back. I have over 2,500 in that account that I cannot touch. I don't know who else to turn to.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/24) */
  Dear*****************,
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo

• Initial Complaint

  Date:10/30/2022

  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 accepted a payment request from someone on August 15th for $300. It's now months later and I have not gotten what was paid for. I contacted Venmo and they have declined my request for a refund. Even after several reps told me I would get one. Spoke to a rep named **** and he promised to look over the previous phone calls where I was promised a refund and if I was unseeded promised one he would issue the refund. Several minutes late he emails me and says because I called again he's not longer helping. I simply want my money back!!! I was a promised a refund and the customer service team refuses to honor the promise. I've done $1000s in transactions and never filed a complaint and the time I finally do it's ignored. I have 15 days to file a dispute with the bank to get my money. But Venmo said if I go to my bank they will shut down my account. This is so unprofessional and wrong! I need help. I attached the image where **** says he will no longer help me because I called again and it's "spam" for a customer to call multiple times. I only have a few days left to go to my bank! But I would rather Venmo resolve the issue so I can still use my account, as I use Venmo often.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/28) */
  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:10/30/2022

  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.

  There were two fraudulent purchases made on my Venmo account. I have reported these to my bank as well.
  
  Venmo refused to credit my account, even though I called them and my bank to let them know I do not know the people funds were sent to, and did not approve these charges.
  
  I called Venmo and my bank the day there were fraudulent charges made on my account.
  
  I am reporting Venmo for being involved and approving fraudulent purchases when my account was hacked into. My bank has taken these matters seriously, and Venmo has not.
  
  I am reporting Venmo for fraud and price gauging, and using my bank for fraudulent charges.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/24) */
  Dear ***************
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo
  
  
  Consumer Response /* (3000, 7, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received any correspondence from this business.
  
  They have not reached out to me at all.
  
  
  Business Response /* (4000, 9, 2022/12/09) */
  December 9, 2022
  Ref. No: ***********
  
  Dear ***************
  
  Thanks 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, to the email address that is linked to your Venmo account, 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,
  Mike
  PayPal Executive Escalations
  
  
  Consumer Response /* (2000, 11, 2022/12/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/29/2022

  Type:Customer Service 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.

  Encountering technical issues trying to connect our nonprofit ***************** account to our club bank account. I've been asking Venmo for assistance for a week now. The only solutions they offer are that their tech team is working on it, it's a bug, and they have no timeline for fixing it. It could be "weeks, months or years" according to the customer service agent I spoke with. This is money that our youth ****** players are collecting to go to a tournament. It is not my money and I will suspend our use of Venmo but don't want to make these kids go around and try to recoup the donations that they've already received. An indefinite wait and see response from a company like Venmo for a technical issue is not acceptable. I want someone to work on this issue and resolve it promptly.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 10, 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