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:10/24/2022

  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 don't know why my account Venmo has been frozen without any explanation. I didn't receive any email to let me know why or how to fix a problem.
  After my bank account was hacked last year, I was very careful with who able to access it. I have used my credit card on Venmo for sending money meanwhile the money I receive from friends remain in Venmo account.
  About 10 days ago, when I tried to add my bank account to make a transfer and getting an error message then I can't make payment or request. That's when I realized it has been frozen.
  I have tried to contact Venmo, and getting no where. Just like an endless loop just goes around and round. Days have been by since I sent an email to Venmo support including a copy of my driver license and the copy of the credit card still nothing is being done.
  It's the end of the month, rent, bills need to be paid and I can't transfer money. With millions of people using Venmo and I feel so alone and helpless in this.
  It has been very stressful not know and not able to do anything about it. Every single dollars I save in the account is now somewhere in limbo.
  Please help.
  Sincerely.
  

  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:10/24/2022

  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 10/15/22 a friend on Venmo sent me $500. I knew it was a mistake so I sent it directly back within a minute. Turns out her account was hacked and that $500 never reached her account. She filed a complaint and Venmo paid her $500. They then charged me for that $500 because they said my payment didn't go through and I owe THEM $500. I've reached out multiple times and they still keep saying I owe them $500. I NEVER got the $500 in the first place. So to recap, my friends account got hacked, they sent me $500, I returned the $500 straight from the Venmo account, she never got it because it went to someone else's account. None of this being my fault. Venmo covered the $500 and returned it to her but now state that I OWE them.
  

  Business Response

  Date: 12/02/2022

  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

• Initial Complaint

  Date:10/24/2022

  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 September 14th 2022 my son attempted to return my $200 send it back to venmo so that I could put it back in my bank and they froze the account the day I noticed it on my account I tried to put it in two different banks so this is why they said they red flag did one of the banks is where the money originally came from so I don't see an issue
  

  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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have held an active account with venmo since at least 2020. In August 2022 I upgraded my phone and was consequently logged out of my account. On September 1st 2022, $120 was sent to my account.
  Attempting to log into my account transfer the funds as I typically have done so, venmo notified me that my account had been frozen and would be terminated due to a breech in policy.
  I reached out to venmo to address this matter, explaining that I did not (and still don't) know why my account is being terminated AND the fact I have funds frozen into my account now...
  Though venmo kept to inform me they would resolve the matter in a couple days - I spent WEEKS (now two months later and no resolve) and weeks back and forth with countless venmo representatives via account help tickets, personal email, and phone calls.
  No same person spoke with me more than once, requiring me to attempt to explain the whole issue repeatedly, and those that reassured me they would follow up in the matter - did not.
  The initial representative i communicated with told me they would "unfreeze" my $120 so that I could transfer to my bank. However they still did not give any reason as to why my acct was even frozen AND they would only now allow a "standard" transfer as my "instant" transfer would still remain "frozen". Every single day for three weeks I followed Venmo's direction, I communicated with venmo, and attempted to transfer my $120 to my other account just so venmo can close my account permanently ! (???)
  Eventually a rep suggested I delete the account on file with venmo so I can "add it again" - the only available bank/card I HAVE had on file for all my transfers prior was then deleted per instruction AND THEY WERE UNABLE TO ADD IT BACK ! (?!?!)
  regardless, a month goes by now and venmo sends me the notification that the account is officially closed. So after 3yrs of using venmo for even my work direct deposit, they froze my account with no explanation and stole the money along w it
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 8, 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:10/24/2022

  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.

  Venom has been holding my money since 10\2\2022. They closed my account but are not releasing my funds. I have sent documents they asked for. They will not let me talk to a person in claims department. I have responded to emails. They are holding 702.00 of my funds.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/11/19) */
  Dea*****************,
  
  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.)
  I did not dispute their charged. My bank disputed all charges on a specific day because I did have fraud on my account. When I filed complaint on the fraud with my bank I told them what charges were approved. It was not my fault there was confusion and they disputed everything, including my venmo. Also they are holding my 702.00 dollars until April 19,2023. I feel this is wrong. If they closed my account they should release MY funds right away. I told them if anything is owed they could take out fees. But they said 180 days. This is not ok. I am on ssi and this more than half my income. Them holding my funds has caused alot of problems for me. In addition I raise my 5 year old autistic grandson and I have had to take him out of his preschool as I did not have those funds. I just want/need them to release my funds asap.
  Thank you *********
  
  
  Business Response /* (4000, 9, 2022/12/09) */
  Dea*****************,
  
  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:10/24/2022

  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 paid through the venmo app. They froze my account and required me to send them an ID to prove I was the right person. Weeks after sending my ID they requested the bank statement I tried to add to my account. After sending that they denied it because my bank automatically generated a different account number to keep my information safe. I explained this to venmo customer service but they keep telling me I have to send them the correct account number, but I can't because my bank did not share my actual account number. They are refusing to unfreeze my account and give me my money. I have been trying to get my money from them for over 2 months.
  

  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:10/24/2022

  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 father sent me funds through Venmo to help me purchase a car, $1000. Venmo froze my account saying they needed to verify my identity and asked me to send pictures of my ID, which I immediately did. 5 days later, still no word from Venmo, my account is still frozen and the car I was purchasing has been sold to someone else. Venmo has zero reason to deny me access to my funds and is literally ruining my life by not resolving this issue.
  

  Business Response

  Date: 12/02/2022

  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

• Initial Complaint

  Date:10/24/2022

  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 October 11th 2022 , three people Venmoed totalling amount of $500, within 3 days Venmo froze my account and refunded the money . As of today they been telling me that I'm in violation with their consumer regulation and they fail to tell me which regulation and officially the took away $500 which is considered as theft
  

  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:10/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have $877.41 in my venmo account. I am unable to access this money. I was locked out of my account with no explanation as to why. There is a note saying my activity is in violation of the venmo content standard and paypals acceptable use policy - I have done nothing wrong according to policy and they will not tell me what activity allegedly violated their policy. They say they will take up to 3 weeks to look into it. I have messaged, emailed, called and no one can articulate why this has happened and why I do not have access to my money. I cannot close my account and get my money. I cannot transfer my money to my bank. This is very frightening!
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/18) */
  November 18, 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:10/23/2022

  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 friends sent me approximately $6,000 （$2999.99x2) on Oct 18. On Oct 19 (I'm the receiver), Venmo directly SENT MY MONEY BACK TO SENDER, reversed my transactions WITHOUT my agreement. I was very furious and I contacted them on Oct 22 and questioned them how they could have the rights to do so. They suggest me to contact my friends again and let my friend pay me through other ways. My friends owed me $6000 and if he no longer responded to me after Venmo reversed payment back to him, I would have to suffer the loss.
  
  I'm very disappointed as venmo's attitude is pretty bad and they are not actively trying to solve the problem for me. Based on the customer service, they told me that my account was at high risk and it triggered their alert so based on their policy they have the rights to do whatever. However, when I asked them why my account is high risk and why they think I violate the policy, they refused to tell me! They told me this could not be disclosed. I don't know how several transfer could make my account high risk! I had more transfer on zelle and PayPal and there are no problem at all. The other horrible part is that I did not get any any notification or request for further infos. I'm the venmo customer since 2013. During the 9 years I never had any problems! I did not use venmo very often. Last week, my friend sent me around $11,000 including the $6,000 venmo reversed to him as those are the money he owed me. This is the first time I used venmo to receive money and it was a one time thing and I'm surprised venmo moved my money on their discretion without my agreement. I was more shocked by their attitude of solving the problem. Now I'm contacting my friend to see if he can send me money again, however if by extreme case he no longer responded, i will be suffering $6000 loss. I think how venmo deal my money is intolerant and I'd love BBB to get in and help me to push them and to get a satisfied answer for me. I'd like venmo to return my $6000!
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/18) */
  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