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Business Profile

Payment Processing Services

Venmo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

This profile includes complaints for Venmo's headquarters and its corporate-owned locations. To view all corporate locations, see

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Venmo has 2 locations, listed below.

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    • Venmo

      2211 N 1st St San Jose, CA 95131-2021

    • Venmo Inc.

      117 Barrow St New York, NY 10014-2826

    Customer Complaints Summary

    • 4,669 total complaints in the last 3 years.
    • 1,452 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 someone send me $600 to my Venmo. But my account was locked. So the payment said pending. When my account was unlocked I still never received my money. I have called multiple times. It is not right for them to take my money. There's no reason for them to keep $600 of my payment because of a $5 account recovery payment. I want my money.

      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:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 asking existing users of its app to re-verify their bank information with a service called Plaid. Users, including my wife and myself, who haven't changed their banking information are also receiving this notice. The app offers its users the ability to re-verify with a traditional routing and checking account numbers but then pushes its users to use Plaid. However in doing so, there's legal language explicitly stating that specific pieces of sensitive customer information such as banking transaction activity which is PII.

      I eventually figured out that I could remove my bank information and re-add it from scratch which allowed me to verify my bank without having to use Plaid, however it was a very frustrating experience and both my wife and I almost felt coerced into agreeing to use a service neither of us was comfortable with.

      It's pretty clear that someone within partnerships at Venmo is seeking to boost adoption of their Plaid partnership at the expensive of customer data privacy. I'd like this matter looked at and changed.

      Business Response

      Date: 12/05/2022

      Business Response /* (1000, 5, 2022/11/21) */
      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:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 10/9/2022 I spoke with **** about my account being locked. We walked through proper set up, discussed what happened as I have a personal and a business profile and was trying to add my charity account. We worked for close to an hour to resolve. He was confident that the changes and explainatuon would be sufficient when reviewed.

      On 10/14/22 I received an email from ****** stating that my account would never be unfrozen, but would not explain why. On 10/25/2022 after completing all my required setup with PayPal I reached out again to see if we could resolve this issue as we head into charitable season and was once again told no with zero explanation.

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 5, 2022/11/21) */
      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:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Account was frozen. I never got an email telling me why even though in app chat said i would. Frozen as soon as i received money so that i can't withdraw.

      Business Response

      Date: 12/12/2022

      Business Response /* (1000, 5, 2022/11/23) */
      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,

      Venmo

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Oct. 25, a buyer contacted me to purchase an exercise machine through FaceBook marketplace. She refused to do cash, so asked me to set up a Venmo account. I did so, and she said she sent the $100 to pay for the machine. Venmo then said another $400 needed to be sent by her to verify the security of my account. She said she did, and then Venmo said I needed to refund her $400 to her in order for the full $500 to be released to my account. Venmo was unable to let me send it back through them, so they said to purchase a gift card. I did purchase a $400 Apple gift card, sent the receipt to Venmo and to her, along with the gift card. Now Venmo is saying an additional $1000 needs to be sent to them in order to release my funds.
      I have the entire chain of emails, text messages, and Facebook messages, along with the receipt for the gift card. I'm not sure how to attach them here. Please advise.

      Business Response

      Date: 12/12/2022

      Business Response /* (1000, 6, 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 PayPal website.

      Sincerely,

      Venmo

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 transfer issue - have never had any issue previously with Venmo transfers and have done plenty. No account changes, no banking institution changes, all the same information. On October 21, 2022, I initiated the transfer of funds received into my account. I received response emails confirming and that the transfer would take place on October 24, 2022. Now on October 25, 2022, still no transfer. Checked with my banking institution, they didn't even see any pending actions from Venmo. Contacted Venmo via phone call. Customer service requested information, located the transfer, confirmed the same date I initiated, but said the account is under review. No reason why. Have received transferred funds from the same person previously without issue. When I asked further about the review. Still no explanation why. Have been told, I MIGHT receive my funds by Friday, October 28, 2022. This is a means of income transfer and now its been held for no reason. So, while I struggle with income, they continue to use my money.

      Business Response

      Date: 12/05/2022

      Business Response /* (1000, 5, 2022/11/22) */
      Dear************** ,

      This is Akshay with PayPal's Office of Executive Escalations, and I'm reaching out to you about your Better Business Bureau complaint (******** regarding PayPal's Venmo product.

      I want you to know that I've reviewed your concerns and want to make your experience with us a more positive one.

      If you have any other questions or need additional help with this matter, don't hesitate to reach back out to us. Just reply to this email or send a new one to **************************, and we will get back to you. You can also check out the Venmo Help Center for day-to-day questions you might have about your account.

      Sincerely,
      Akshay
      PayPal Executive Escalations

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To Venmo:

      My account has been frozen since 9/17/22. I have completed all the steps you asked me to. I have called you many times and each time I am told I will be getting an email and the email never arrives. I am a student and literally ALL my money is locked up in my Venmo account. I need you to fix this for me now.

      My Venmo handle is***************

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 5, 2022/11/20) */
      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:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 ex-husband has been sending the child support through Venmo and I have been transferring to my bank account without any issues. The last payment I received, I transferred to my bank account as usual and now that money is being held for "review". I have spoken to support via email and phone and they still will not give me any reason as to why they are holding my money. That is money I depend on and had no issue with my ex-husband sending through them because I thought they were a legitimate company. I still do not have my money nor an answer as to why they are holding it!

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 6, 2022/11/21) */
      November 21, 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,

      PayPal

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 noticed while looking back at my online Bank records that Venmo charged us to my wife's debit card a fee of $15. I called Venmo they said they have no record of my wife having an account that would've caused this charge. they said to call my bank . my bank said that's not their responsibility and to talk to Venmo. We feel Venmo should compensate us the $15 as it appears it was a fraudulent use of my wife's debit card In January of 2021 .

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 5, 2022/11/21) */
      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:10/24/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Yes i had a friend send money through venmo they said instant transfer..then it didnt transfer..then they said next buisness day.. it was friday so then it was monday.. nope. It gets transferred monday but not in my bank till tuesday.. now i get a message it coukd be 5 or 6 days or more.. i feel im being ripped off they have our money and we have been stranded in our car since. We gave a review they sent us we told the absolute truth.they sent it..we gave it.. that seems to be why they are playing games.. we need help. We need them to do the right thing and give us our 1125.00. Please help us thank u *************************

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 6, 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 PayPal website.

      Sincerely,

      PayPal

    Venmo is NOT a BBB Accredited Business.

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