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:12/06/2024

  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.

  The date of the transaction was October 5. My daughter deposited money into my Venmo account. As soon as she told me I went to try and withdraw the money and transactions from ************ started coming through. 3 total transactions went through before they ran out of money to withdraw. The first transactions was $497.80, the second was for $312.30 and the third was for $123.50. Venmo refunded me for the last 2 of the transactions but are saying that since the deposit and and the withdraw are so close together that it must have been me with the card. It was not me. I don't know what else to do. I have contacted ************ and they said they would work with Venmo. But they have not received anything from Venmo. Ticketmaster is looking into it for me but have a backlog of issues and I'm "on the list" I included the transaction ID I have from **********************. I appreciate anything you can do for me. Thank you.

  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: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 Suspended my account with close to $850 in it for supposedly violating their user agreement, they claim I have an account in bad standing with PayPal and have to resolve a negative balance before the suspension is lifted. I have been unsuccessful in reaching a resolve with PayPal, the referenced account that is apparently in bad standing has been referred to a third party collection agency therefore that account is no longer collectible by PayPal directly, they are holding my funds hostage illegally and at this time I would request to just close all accounts and have my funds transferred out of my personal Venmo account and the account specialist team at Venmo has not returned my contact efforts.

  Business Response

  Date: 01/03/2025

  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:Sales and Advertising 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, 2024 Venmo froze my account for a 3rd time in less than a year. Only this time I had $1,750 I my account to purchase a new car because mine was totaled on Monday November 25th. The money in my account was from the insurance company and my rental is due to be returned tomorrow morning. So I needed to buy a car today to make it to work tomorrow. I called Venmo and explained this to them and they told me that unfortunately there is nothing they can do and that they had a chance to review my account and it appears my case requires additional attention from another team. They will forward my case and they will follow up with me via email in 3-5 business days. I already provided a picture of my identification card and my identity was verified. I do not have 3-5 business days to wait, if I don't have a vehicle I cannot get to work and I will lose my job.

  Business Response

  Date: 01/03/2025

  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: 01/08/2025

   
  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:12/05/2024

  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 initiated Venmo transfer of $90.00 to my friend, ****** ******** on 11/29/2024. I used Venmo for the first time on my new device and first transfer failed. After 5 minutes, transfer went through. I was using my ******************** Debit Mastercard to fund the transfer. On 12/4/2024 I saw that my checking account was debited twice for this transfer, $90 each time. I chatted and called Venmo and was told that they did not double charge me. ******************** said that they cannot help me and suggested I talk to Venmo. Venmo tells me to go figure it out with Patelco.

  Business Response

  Date: 01/03/2025

  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:12/05/2024

  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 am filing this complaint regarding my Venmo account, which is currently inaccessible, and the funds that are in limbo. The funds in question were sent to me by my grandfather, and I urgently need to access them. However, I cannot log into my account because the recovery email associated with it is no longer active. I have tried to resolve this through Venmos customer support, but my issue remains unresolved.Issue Description:I cannot access my Venmo account due to the recovery email being inactive. Despite providing the necessary information (username, linked phone number, and transaction details), I have been directed to their support page, which has not resolved my problem. The money that is in my account was sent by my grandfather, and it is critical for me to regain access.Steps Taken:1.I have emailed Venmo support multiple times and explained the situation, but I received generic responses directing me to their support page, which did not address my issue.2.I attempted to call Venmos customer service *************), but I was unable to speak to a live representative, as the system did not connect me to one.3.I also tried to use Venmos in-app chat, but I have not received any resolution.Impact:The funds in my account are important, and the inability to access them is causing considerable stress. As I am a minor, it is even more pressing that this issue be addressed promptly. The lack of direct support is making it incredibly difficult to resolve the issue.Resolution Sought:I respectfully request the following:1.Immediate manual assistance to recover my **************** my account with a new, active recovery email.3.Access to the funds that were sent by my grandfather.I am willing to provide additional verification, including proof of identity, to prove ownership of my account. As I am a minor, please also consider the urgency and ensure that proper measures are taken to assist me promptly.

  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:12/05/2024

  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 3rd my daughter attended an arcade with 2 other friends in ****** IL. I transferred $120 from my card to my daughter Venmo teen card. She then went to pay for the arcade and it got declined. She called me and I told her it went through her account. She told the gentleman working there this and he got his manager and said it didnt go through on his end. I have been trying since November 4th, the day of my dispute to get this money back. Every time I contact Venmo I get the same responses , we are working on it, check the dispute for updates, we are waiting on merchant, you will hear something in 24 hours, we have notified the appropriate team. Same stuff every time and guess what nothing! Im tired of not getting anywhere with Venmo . ******** customer service!!

  Business Response

  Date: 01/03/2025

  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:12/05/2024

  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 November 23rd i was sent ****** dollar by my significant other to buy her son a few things for Christmas. I choose the instant transfer method and never got my money. it has been 12 days since then and still no money. I filed a dispute on November 26th and have heard nothing from venmo for 7 days. my significant other canceled the charge with her bank so she could just give me the money and now venmo is saying i own them ****** i never got. every contact with there customer service department has resulted in a different story, if the money can be taken from her instantly then it can be giving to me instantly. this is unacceptable and i demand this debt lifted at once.

  Business Response

  Date: 01/05/2025

  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:12/05/2024

  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.

  My phone was stolen on November 24, 2024 at 12:15 AM. At 1:31 AM, I noticed an unauthorized Venmo payment of $645.00 to ******* **** (Venmo Username: @SeyBandz) which was only possible through his access to my stolen phone. I immediately froze my bank account and then called a Venmo representative to inform them that my account had been compromised and began the dispute process for this transaction. I assumed that this would be a fairly open-and-shut case, given that my phone was stolen, and that I had never before sent a payment to this person.For whatever reason, Venmo covered the $645 transaction in my name and is now holding me responsible for this fraudulent payment. Moreover, my dispute case conducted by Venmo was denied because they assessed that the clearly unauthorized transaction was "consistent with your payment history." I'm deeply concerned not only with this mistake on the part of Venmo, but also with how Venmo has handled this entire affair. In the future, I do not plan to use this service and will discourage my friends and family from using this app because of this terrible experience.

  Business Response

  Date: 01/03/2025

  Dear Tianle Zhang,
  
  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: 01/06/2025

   
  Complaint: 22637714
  
  I am rejecting this response because:
  

  They have failed to recognize that my phone was stolen and that the payment was made without my consent.
  

  
  Sincerely,
  
  Tianle Zhang

  Business Response

  Date: 01/14/2025

  Dear Tianle Zhang,
  
  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:12/05/2024

  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 placed and order and canceled it immediately. I was told by Venmo there was no pending charges and if I canceled right away the charge would not go through. On 12-4-2024 the charge went through and now I am overdrawn $677.23 and I am being told I have to wait 3-5 business days for a refund when I was told it would not go through in the first place.

  Business Response

  Date: 01/03/2025

  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: 01/07/2025

   
  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:12/05/2024

  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 have used venmo for four years off and on even if I was not using the account I allowed the account to stay open I recently started using venmo I had an issue with a transaction and disputed it to me it seems like venmo is doing everything in their power to allow this merchant to keep my money. The second issue is I tried taking money to wash my laundry I am dealing financial hardships but I needed clean laundry and blankets I was blocked from withdrawing my money I called customer support and a supervisor by the name if Irish defended me being blocked saying it was in the terms and conditions she assured me there was no issue with the account and there was nothing that could be done it caused me financial hardships I do not have transportation I use lyft and **** for transported I wasted over $30 going to the wash house getting back home I was stranded I removed the money from venmo I did not have any other card available to transfer the money to and with draw it I have no clean clothes and cannot afford to go back to the wash house because I don't have enough money for transportation and laundry it is cold I have no clean blankets sheets or towels I have no family that could assist me I have to choice but to use and sleep on dirty sheets and used dirty towels and blankets

  Business Response

  Date: 01/03/2025

  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