Complaints

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:12/13/2024

  Type:Product 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 approx November 12, 2024 I sent $25 to a coworker using Venmo. I have sent money to this person a couple of times in amounts no more than $25. The money was sent from an associated bank account because I only had $12 in my account. I rarely use ********************** but a couple of days later they blocked access to my account telling me I had to upload a copy of my drivers license and upload a selfie of me holding my drivers license.I decided just to close the account and requested that they lift the block so I can get my money back. Venmo has provided no valid reason for locking the account despite my repeated attempts for an explanation. They refuse to do so and the person I have been dealing with refuses to elevate my request to someone with the authority to return my ******** balance is only $12 and that money has been in my account for months! I have emailed Venmo 4 or 5 times but have been getting nowhere. Please help!

  Business Response

  Date: 01/13/2025

  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

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22680543
  
  I am rejecting this response because: venmo has not yet returned the funds they are holding.  I have requested additional information from them regarding the locking of my account but I have not yet received a response. I have only $12 in the account and I requested they just return the funds and close the account but they are unwilling to do so. They sent me an email stating that my account was locked because I logged in to my account from a geographical location different from previous locations. People travel, use wifi, vpns, and hotspots. They asked me to change my password, which I did and I have multi-factor authentication on my account. But they still continue to block my access and will not return my funds.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 01/19/2025

  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

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22680543
  
  I am rejecting this response because: I have not yet received the funds they are holding. I was told they tried to reach me but were unable. I asked for the phone number and date they called but have not yet heard back. They also said my account was blocked due to the fact that I accessed my account from a geographical location that was different than that on my account. I asked for details on this and also information on my prior logins since I often use hotspots and wifi but they have not yet responded. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 01/26/2025

  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

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22680543
  
  I am rejecting this response because: they have not yet returned my money.  They stated they called me to discuss the issue on January 13 but I never received a call from anyone at the company. Venmo is refusing to close my account and return my money unless I provide personal information. This information was not requested when I signed up for an account or when I used the account. I only used the account one or two times a year. Now that I want to close it, they are refusing. I have $12 in the account.

  I have changed my password as they requested. I have multi-factor authentication on the account and am able to login but they will not close the account or allow me to transfer the $12 out of it.  I just downloaded my access data since they said the reason they won't return my money is because I logged in from a geographic location different than what's listed on my account. People travel and use wifi, hotspots, vpn, etc.  I am going to have my access data reviewed by someone who can give me a legal opinion and then I will proceed.

  Thank you BBB!
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:12/12/2024

  Type:Product 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 open a Venmo account and my family sent me money and Venmo put a freeze on my account for this and refused to let me use any of my money

  Business Response

  Date: 01/10/2025

  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:12/12/2024

  Type:Billing 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 previously had a Venmo account and I contacted support to change my name as my birth record has been updated. I spoke to multiple ***resentatives and they refused to change my name on the account because it was verified already. That makes no sense but I took their advice after I was informed that I could keep my username as long as I switched it before closing the old account. So now I opened the new account and again I have issues. I could not signup for Venmo without putting a hyphen between my last name. My legal last name(s) are ******** ******, but on my account it is ********-****** because your system will not allow me to put a space. So I put the hyphen and opened the account, subsequently get locked out due to the OAuth2 bug and called support and the friendly *** was able to resolve it. But after that I contacted support again because of the hyphen in my last names, and requested that they remove the hyphen from my legal name not my display name. Everything seemed fine but when I applied for the debit card, there again is the hyphen thus proving they never removed the hyphen from the legal name only the display name. I already verified my account at this point and now this is stressful. A new debit card with the last name ********-****** is on its way and is incorrect. Im Hispanic and we do not hyphen the last name. Both last names matter. I would like my legal name updated on the account to what it was supposed to be in the beginning ******* Preciado ****** with no hyphen and the debit card to also reflect that.

  Business Response

  Date: 01/09/2025

  Dear ******* Preciado ******, 
  
  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:12/12/2024

  Type:Sales and Advertising 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 August 18, 2024 I sent $800 to ****** *****, Friends and family via Venmo. What I did not know, but Venmo did, is that she had been involved in multiple previous scams and they had not shut down her account or flagged her account. All I knew was that a friend said she was a friend and she had tickets for a concert. Venmo has refused to do mediation, or arbitration, or even let me talk to anybody who could resolve the issue. They have continually blocked me, ignored me, or talked over me. As far as I understand, they still not shut down her account and they are continuing to let her scam people. This is not okay.

  Business Response

  Date: 01/09/2025

  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:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 6th, 2024 i purchaed an Item ,****** ***** Jersey, through the resale app Mercari. However the item never shipped and seller was unresponsive. Mercari cancelled the item and refunded the money directly through Venmo back to my bank account. ********************** is now saying I owe the money in a debt. However, on my Venmo account it states that it was refunded. The transaction ID is *******************. The refund ID is *******************. It is clearly labeled on my account. I have shown customer service proof of this and from my *************** account that it was refunded. They refuse to remove the debt.

  Business Response

  Date: 01/09/2025

  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:12/12/2024

  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 trying to chat with an agent on the app to update the name on my venmo account internally so I could get an updated card showing my NEW NAME. Venmo chat agent support escalated as they were not able to update the name and today I recieved email notification detailing the account I use being suspended as they believed there to be two different individuals using the account at the same time which is false. The information provided is NOT for another indivindividual. This "other individual" is ME. ************************* was my OLD NAME. **** *** is my NEW NAME. this is the SAME PERSON. I have recently went through a LEGAL NAME CHANGE. I provided a copy of the court order and my new drivers license showing the NEW NAME to the agent in the chat ******** OLD NAME IS ******** HALLMY NEW NAME IS **** ***.I HAVE PREVIOUSLY PROVIDED THE DOCUMENT FROM THE COURT THAT SHOWS MY COURT ORDERED NAME CHANGE FROM ************************* TO **** ***. I HAVE ALSO PREVIOUSLY SENT A COPY OF MY NEW DRIVERS LICENSE.I CHANGED MY WHOLE NAME. THIS IS NOT TWO DIFFERENT PEOPLE USING THIS ACCOUNT AS THEY BELIEVE IT TO BE. I HAVE NOT HAD ISSUE AT ANY OTHER MERCHANT OR BUSINESS TO UPDATE MY NAME AND I HAVE ONLY NEEDED TO PROVIDE DRIVERS LICENSE AND CPURT ORDER OR JUST THE UPDATED DRIVERS LICESNE AS PROOF OF THE NAME CHANGE. I HAVE HAD NO ISSUE GETTING THIS DONE THIS WAY WITH THESE SAME DOCUMENTS. VENMO NEEDS TO REINSTATE MY ACCOUNT AND UPDATE MY NAME INTERNALLY ON MY VENMO ACCOUNT.

  Business Response

  Date: 01/09/2025

  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:12/11/2024

  Type:Product 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.

  Last year on December 13th I was supposed to receive a refund in the amount of $1530.01 from **** from an over-charge, for whatever reason I was charged and disputed the charge immediately with Venmo, I provided documentation stating from **** 4 different times that it was a refund that was sent and not a charge, since June 9, 2023 **** tried to refund $2415.96, but the original account used was closed and was told by the originsl financial institution to have **** send to a different bank and a different payment method, the first card I used the payment was rejected due to the bank not allowing payments to and from ****. I contacted Venmo and they stated they take anything, so I called **** and gave them a different card number December 7, 2023, the refund was split into 2 seperate payments 1 for $1080, the second for $1530.01, the reason for 2 seperate payments was the supervisor was able to send the $1080 without it having to be authorized and would receive it within 3 days and did on December 9, 2023, on December 13th, 2023 was the fate of the second refund for $1530.01 as the email clearly stated, Venmo insist the charge is valid and no refund will be issued, I want Venmo to issue my refund as **** has told me that was issued, Venmo has not protected my consumer rights, my account is negative $1530.01 and Venmo has done nothing to resolve the situation, what bothers me most is there wasn' any money in the account in the first place so why would they allow such a charge, even more frustrating why would **** send me a refund for $1080, then turn around a charge me $1530.01, **** has stated 2 refunds were issued to my Venmo account and there should not be a charge, again as clearly stated in the email, Venmo needs to credit my refund

  Business Response

  Date: 01/10/2025

  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:12/11/2024

  Type:Billing 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 opened an account through ********************** and I provided identification and verified my idenity.I then called Venmo to double check everything on my account was good before i had a direct deposit set up for the account. Everything was good, no issues or anything according to the agent I spoke with, I receive my Direct Deposit and and not 40 minutes later my account is suspended. It is almost Christmas and that was the only money I had for Christmas I have called them replied to the email and sent in my ID again a selfie holdin my ID again. It just isnt right that Venmo continues to do this to consumers I have been reading prior lawsuits and complaints against Venmo unfortanaley I dd not read them before I made the horrible mistake of opening a Venmo account

  Business Response

  Date: 01/08/2025

  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:12/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 13 this year I had a guy wanting to pay me for two beds through the Venmo app. He sent the $800 but Venmo held it back because my account wasnt a business one. I called Venmos customer service. They said to complete the transaction the buyer needed to send $500 more then I would send it back. My debit card attached to Venmo wouldnt go through. So I bought ***** Pay card and sent Venmo 500 with that. Then they told me, I needed to send $500 more for insurance. At that, I was done. I felt I was being scammed. So neither myself or the buyer has our money. Venmo is still holding it.

  Business Response

  Date: 01/09/2025

  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:12/10/2024

  Type:Product 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 been trying to retrieve funds from my Venmo account for over 140 days with no resolution. Despite multiple attempts to contact Venmo, including calls, emails, and requests to speak with a supervisor, I have continually received vague responses and no clear update on the status of my funds. I am frustrated by the lack of transparency and the ongoing delays, and I am seeking assistance to resolve this issue promptly.

  Business Response

  Date: 01/08/2025

  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