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:12/09/2024

  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.

  Venmo charged me twice for sending money to a friend claiming the payment didn't go thru in February 2023. They charged me $115 from 2 separate banking institutions (totaling $230) and only sent $115 to my friend. I have repeatedly tried to contact them and their customer service keeps recycling the same email in response. I went to one of my banking institutions and reported them for fraud to get my money back on 1 of the 2 payments that was taken, as venmo was not fixing the issue. Venmo then blocked and restricted my account in response and refuses to work with me to remedy the situation.Dated events as follows:1). 2/9/23 - sent $115 titled "half steamboat" from Bank A (image 1)2). 2/12/23 - sent $115 again titled "steamboat part 1 (dunno what happened the first time...)" from Bank A - which went through (image 2)3). 2/13/23 - venmo charged me an "account recovery payment" on my second connected bank as a debit from Bank B posted on 2/14/23 (image 3)4). 2/13/23 - venmo simultaneously charged Bank A a "venmo retry payment" (image 4)12/14/23 - At this point Venmo have taken $345 from me when I only sent $230 total to my friend.On 2/13/23 verified bank paid the initial payment on 2/9/23 On 2/14/23 verified 2/12/23 payment (#2) went through with friend On 2/14/23 verified "account recovery payment" debit from Bank B posted on 2/15/23 I verified that my friend only received $230 total while I was charged $345.3/21/23 I reported venmo for fraud with bank B & received credit for the 2/13/23 extra "account recovery payment" from Bank B that venmo charged me.(image 5)But, shortly after this venmo locked my account. I have emailed, called, etc many times to get them to remedy the confusion and they refuse to do so.

  Business Response

  Date: 01/07/2025

  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 PayPal website.
  
  Sincerely,
  
  PayPal
  
  

• Initial Complaint

  Date:12/09/2024

  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.

  I MADE A PURCHASE OF $750 AND SELECTED THE PURCHASE PROTECTION PLAN. THE SELLER WAS SUPPOSE TO REFUND ME $375 OF THE $750 I PAID SINCE I DID NOT RECEIVE MY FULL SERVICE. THE SELLER PROMISED TO REFUND ME THE $375 ON 11/16/24 SHE NEVER SENT IT. SHE THEN STATED SHE WOULD SEND IT ON 12/2/24 I NEVER RECEIVED THE MONEY. I SENT VENMO ALL OF THE SCREENSHOTS AND PROOF OF THE SELLER PROMISING ME MY REFUND. I SPOKE WITH MULTIPLE PEOPLE AT VENMO AND SENT IN MULTIPLE DISPUTES HOWEVER VENMO REFUSES TO DO ANYTHING ABOUT IT. I WANT MY $375. WHY HAVE A PURCHASE PROTECTION IF VENMO IS NOT GOING TO ACTUALLY PROTECT THE PURCHASER !!!

  Business Response

  Date: 01/06/2025

  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: 01/10/2025

   
  Complaint: 22651699
  
  I am rejecting this response because:

  Venmo failed to resolve the dispute and declined refunding me my money.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/15/2025

  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: 01/16/2025

   
  Complaint: 22651699
  
  I am rejecting this response because:

  Issue not resolved. Wouldnt recommend VENMO to anyone.
  
  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: 01/23/2025

   
  Complaint: 22651699
  
  I am rejecting this response because:

  VENMO IS UNETHICAL!! I will NOT EVER use VENMO again in life. Users BEWARE of this FRAUDULENT system! Use ***** and cash app instead!! DO NOT RECOMMEND VENMO!! THEY WILL STEAL YOUR MONEY!! 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/09/2024

  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.

  Venmo does not issue refunds on Venmo debit cards. I have had two separate refund charges pending. The first is for $50 and is a 30 days old. The transaction was completed by the merchant. I have the confirmation code from the merchant. Yet the refund still shows pending from Venmo. (specifically, it is a ****************** charge, they authorized the amount of the room plus a $50 incidentals charge to be refunded upon check out. I checked out but Venmo never refunded the $50 incidental charge even though the merchant did. I have a confirmation code from Best Western that the sale was completed for ******, see photo )The second refund occurred seven days ago, again I have a receipt showing it completed by the merchant, ellensburg hardware, but it does not show on my Venmo. It does not even show as pending. As you can see on the attached photo all that shows is the original charge that was refunded by the merchant for $35, and the new charge that is correct for 30.Ive had no luck getting customer service. They replied to me, but they keep telling me the same thing that they need to see screenshots of my transaction which I have sent several times then I get a brand new person and have the story all over again.I feel like I am going to the $85 that they owe me.

  Business Response

  Date: 01/07/2025

  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:12/09/2024

  Type:Product 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 am tryin gto get into my venmo account to return 2 donations. The problem is I can not seem to get into the account. I have called numerous times, either I am on hold for 30 plus minutes or I am nung up on after 5 minutes. I received 2 donations yesterday, I received the information via text., I have tried their chat, it does not work. Iam out of options. how can a business run without customer service. So I guess they get to keep the money donated? I dont even know what to do. you ask. Sending a picture of my call log and of the text of the donations.

  Business Response

  Date: 01/07/2025

  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 PayPal website.
  
  Sincerely,
  
  PayPal
  
  

  Customer Answer

  Date: 01/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/09/2024

  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.

  On November 26, 2024, I was a victim of theft where my purse and cellphone were stolen. This theft resulted in unauthorized use of my Venmo Debit MasterCard. Specifically, the thieves accessed my Cash App account via my stolen phone, used my Venmo debit card to deposit funds into Cash App, and subsequently withdrew these funds to an unknown external account that is not mine.I promptly reported this to Venmo, provided evidence of the theft, including a police report, and explained that I did not authorize these transactions. I also submitted documentation showing the timeline of events, which proved the disputed transactions occurred hours after my stolen phone was used and were inconsistent with my usual account activity.Despite this, Venmo denied my disputes, citing that the transactions were consistent with my activity and claiming that the funds were used immediately after a direct deposit. This is factually incorrect.Additionally, I have never made transactions of such high amounts in my accounts history. ********************** also failed to notify me of these unusual transactions or flag them for security review, which should have been standard practice for protecting my account.I appealed *********************** denial multiple times, only to have my disputes rejected again without proper investigation. They selectively reopened two smaller transactions for review while closing three larger ones (VM-R-WCW-551578484, VM-R-DWA-*********, VM-R-AUJ-*********). This inconsistent approach further highlights their mishandling of my ********, in retaliation for my dispute efforts, Venmo has permanently closed my account, leaving me unable to access my funds or continue appealing. This action feels punitive and ************** per Regulation E, I am entitled to protection against unauthorized transactions on my debit card, including provisional credit during an investigation. Venmo has failed to comply with this regulation and has neglected its responsibility to investigate in good faith.

  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:12/09/2024

  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.

  A friend bought ballet tickets. I venmoed her money but her account had been closed a year earlier because of fraud. I immediately called Venmo to dispute. Since the money was sent to a closed account I figured it would not be a problem. The Venmo holder also got on the phone and denied the transaction. Venmo kept my $200. They agreed it was sent to an inactive account in error but that is how they make money.Buyer beware. I will spread the word.of this sneaky business practice.THERE ARE OTHER PAYMENT PLATFORMS OUT THERE WITH HONEST BUSINESS POLICIES.Let's reward them with our business SPREAD THE WORD I will spread

  Business Response

  Date: 01/06/2025

  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:12/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 4th I received $70 from my parents. My account has not been used in months. I no longer own the phone associated with my account. I put in my email associated with the account and ********************** sends a code to my phone, which I no longer have so I am unable to change my password for my account. I have tried the CHAT feature online and got no help. I called at least 25 times on December 5th to get help with accessing my account and was never able to access a person. All the suggestions I received involved my phone that I no longer own. I am able and willing to verify that I am the owner of the account. I would like to speak to a person and have them walk me through the process of getting access to my account.

  Business Response

  Date: 01/07/2025

  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: 01/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:12/09/2024

  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.

  A payment was sent to me on Venmo in the amount of ******* on Saturday dec 1 and I immediately selected standard transfer{within 1-3 business days). I have not received the money on day four. I didnt get my money. Meanwhile my cat is extremely ill and due to this I cannot affford **************** I need my money now. Venmo first said it the banks fault, that they are the ones holding the money but thats not true. The bank has received no payment for me from Venmo. The people at Venmo said they have 6-7 days to get me the money. In the meantime, not exaggerating, my cat would diehe has a fever of unknown origibut I dont have money to take him to the vet. This seems so unbelieveabe. The money was a refund from a contractor for an accidental overpayment by me. I selected 1-3 days before the cat got sick, have waited patiently for my money and now have none. Not to mention that this is a huge amount of money for me. My sick. At cant get care be use Id **********************. I called back after I talked to the bank and they dont care theyve handed it off to their whatever team and are going to lost my cat die.

  Business Response

  Date: 01/06/2025

  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:12/06/2024

  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 transferred 535 dollars from my Venmo account to a closed ***** checking account ending in 3479 on November 24, 2024. ***** returned the money on November 25, 2024. Venmo will not credit my account with the money that was returned to them. They filed a dispute on my behalf when I learned that that the money was sent to a closed account and told me the money will take approximately 10 business days to credit my account from date of the dispute (which is December 16, 2024). I dont have the luxury of waiting for 535 dollars for that many days while they have had my money since November 25, 2024. I spoke with an agent at ***** who notified me the money was returned to Venmo on November 25. I need my money to feed my family and pay bills.

  Business Response

  Date: 01/04/2025

  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:12/06/2024

  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.

  My Venmo account is under the email [email protected] have been using Venmo for years. I always preferred payments through Venmo, as I was under the impression a payment could not be reversed once it was sent.I sold a $2000 item to someone and was paid through Venmo. I then transferred the money to my account. Two weeks later, I received an email that the money had been charged back, and I now owe Venmo $2000.I contacted Venmo with proof of the buyer acknowledging he paid me, and acknowledging he had received the item. This was both through iMessage, and ******** Messenger. I asked this to protect myself incase of a situation like this.After doing my research and connecting with dozens of other victims of this (apparently very common) scam, it is clear to me that Venmo will not be restoring my account. They have not for any of the victims I have spoken to. I have also found many Venmo accounts under the same name and photo as the one I was scammed by.I am incredibly disappointed that Venmo has taken no actions to protect their users, and continues to allow scammers to create accounts. I will not let this go.

  Business Response

  Date: 01/06/2025

  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: 01/09/2025

   
  Complaint: 22645978
  
  I am rejecting this response because:
  

  Venmo is still refusing to provide any acceptable solution. They have given me $3.40 towards my $2000. I am extremely offended.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/12/2025

  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