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:12/02/2024

  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 had an unauthorized charge on my Venmo debit card. The card was lost on or around November 18, 2024. I reported the card as lost as soon as I noticed it on November 21, 2024. Venmo has consistently denied my claim with no supporting evidence. I have provided evidence that I made a purchase in *********** on the same date venmo indicated this purchase was made.The following are the key details of the case:-On Thursday, November 20, 2024, I identified a pending, unauthorized transaction on my Venmo account to Serenity Spa Center.-I was on a business trip from November 1721, 2024, during which I exclusively used my corporate cards and did not utilize my personal cards, including the Venmo debit card.-I became aware that my Venmo debit card was missing only after noticing the transaction on November 20.-Upon landing on November 21, I immediately contacted Venmo to report the lost card and the unauthorized charge.-My personal cards are securely stored in a cardholder wallet, and I believe the Venmo card may have inadvertently fallen out when accessing my corporate card for a transaction.

  Business Response

  Date: 12/28/2024

  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:12/02/2024

  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 thought my backpack had been left at work, but it turns out it had been stolen. It also contained my ********** wallet. Over $700 in unauthorized charges were put on my Venmo card. I followed the process in Venmos policy to file a dispute. They denied it without doing any investigation. Less than a month later, AFTER securing my account with **********************, they freeze my account and lock me out of another $698. I submitted my *********** Security card, and they have taken no action. They have essentially stolen $1400, and refuse to address the issue. **************** says they can't do anything, it's out of their scope. That another team is handling the request, but these "other teams" are phantom entities that can't be communicated with. You should be able to contact somebody if they are controlling your money, period.

  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:12/02/2024

  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 11-24-2024 a business illegally charged my card using my debit information on file. I filed a dispute with Venmo and sent them proof from the merchant stating they didn't know where the charge was from. It was a towing company that I had previously used on November 5th and it was a ONE time authorization. The company ran my card again on the 24th but Venmo decided that my dispute wasn't valid because I had previously used the towing services. That makes no sense. I was physically at home and the company themselves stated they didn't know where the transaction came from.

  Business Response

  Date: 12/27/2024

  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: 12/31/2024

   
  Complaint: 22611096
  
  I am rejecting this response because:
  I've literally spoken to no one***** I'm moving forward with a lawsuit 
  Sincerely,
  
  ********* ******

  Business Response

  Date: 01/16/2025

  Dear Quashawana ******, 
  
  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:12/02/2024

  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 froze my account for absolutely no reason, I was only sending and receiving money from friends, I now have $191 sitting in my account that Im UNABLE to withdraw because they wont let me, I have contacted Venmo and verified all my information and bank statement, they said I am able to link a bank account and withdraw my funds, but they have failed the transfer and will not let me link another bank account to withdraw my money, all I want is for my account to be fixed so I can withdraw my money I have in there please.

  Business Response

  Date: 12/30/2024

  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: 12/30/2024

   
  Complaint: 22610959
  
  I am rejecting this response because: the business has not resolved anything, they are still trying to give me the same explanation, I just want them to let me withdraw my money to my card and be done with this 
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 01/07/2025

  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

• Initial Complaint

  Date:11/27/2024

  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 tried to open a Venmo account in April 2004 and it was immediately frozen.I do have access to the account online but ********************** is restricting me from closing the account until speaking with one of their representatives.When I contact Venmo they are requesting a Government issued ID to verify who I am (which I do not wish to share) in order to close the account.Employee/ Supervisor ******* in General Support indicated she has no authority to close an account thus ********************** is prevent its users from completely deleting their information.

  Business Response

  Date: 12/23/2024

  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:11/27/2024

  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.

  Disputed UNAUThorized transactions then they froze my acct

  Business Response

  Date: 12/23/2024

  Dear Savana ******, 
  
  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:11/27/2024

  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.

  Sunday 17 Nov 2024 afternoon 1. I am a ********************* teacher and made a holiday donation to the ********************* PTSA org member **** ***** for $159.65.2. Using the Venmo app and my on file credit card, I sent the amount to PTSA member **** ***** but to her wrong venmo account. 3. Ms. ***** notified me that I had sent it to her wrong venmo account and that she did not claim the transfer and that I could reclaim the $ that I sent to the wrong account.Thurs 21 Nov 2024 7.30am 4. Resent the transaction (same amount) to the correct recipient account. The ******************** transaction on 21 Nov is correct.5. This morning I went to the venmo app which had the option to reclaim the transaction, which disappeared from my list of transactions.6. Tried calling venmo to confirm that the 17th November transaction for the amount of $159.65 had been voided. I couldn't reach a human being and was repeatedly directed to venmo site and FAQ, which did not offer a solution.7. Called my bank (*****) told them the above: the transaction on 17 Nov is incorrect.8. ***** said that the transaction was a wire transfer and that they could do nothing.9 I am writing to you BBB for your help..Thank you,*** ******** ******************** ************ **************************************************

  Business Response

  Date: 11/27/2024

  Complaint belongs to Venmo.

  Business Response

  Date: 12/23/2024

  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:11/26/2024

  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 recently tried to buy something from a friend that she advertised on ********. I used my Venmo account to buy the said item for $500. My friend said she was going to use her cousins Venmo account since she did not have Venmo. I sent the money. My friends ******** account was hacked and I sent the money to the person below via Venmo. I immediately called and emailed Venmo explaining the problem and that I would Like to file a dispute to get my Money back. They stated that they do not have a refund policy and you can only File a dispute. They have nothing in place for scams or fraud. I filed a dispute and was denied with no reason on the denial at all. I reached out to ask why and was not given a response.

  Business Response

  Date: 12/20/2024

  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:11/26/2024

  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 had a transaction problem with Venmo. I filed a chargeback dispute, and several times I have submitted the necessary evidence, such as tracking numbers of sending back the item, an email from the merchant saying they will credit me (but they never did), and other evidence. Yet Venmo keeps losing the evidence and saying they don't have evidence. I have faxed them more than 3 times to the number they gave but they won't acknowledge it or use it. They keep closing the dispute case. The amount is ******, and the transaction originally was on Mar 7 2024, and I have been fighting it since then.They also send me letters with incorrect info, such as one with a phone number for the ***** CLUB credit card services (lol) which is completely irrelevant to my case, as it is VENMO.

  Business Response

  Date: 12/20/2024

  Dear ***** ******,
  
  My name is ******, and I am writing on behalf of PayPal, Inc. in response to your complaint regarding PayPal's Venmo product. 
  
  I understand your complaint is regarding the Venmo Credit Card, which is offered by **************. ************** is the appropriate entity to address your complaint. For your convenience, I have provided contact information for ************** below as well as forwarded your correspondence to our bank partner Synchrony for further review and follow up.
  
  Synchrony Bank customer service can be contacted by phone at ************** or by mail at:
     
  Venmo Credit Card 
  P.O. Box 71718
  **************** 19176-1718
  
  Although I am unable to address your specific concerns in this contact, I offer our sincere apologies for the difficulty that you may have experienced. Please feel free to contact PayPal's Office of Global Customer Complaints & Advocacy at **************************************** if you have any questions or concerns or if we can be of further assistance.
  
  Very sincerely yours,
  
  ******
  Global Customer Complaints & Advocacy
  **********************
  
   

• Initial Complaint

  Date:11/26/2024

  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.

  My account was sent into overdraft due to a mistake made between Venmo and TikTok shop. The initial hold made to my account was authorized. A week later the hold was canceled WITHOUT MY KNOWLEDGE, Venmo DID NOT notify me that the payment hold I made for the purchase had been lifted. Then they recharged my account for the same amount as the initial hold, but by then my account was low on funds so it sent into overdraft. Which shows that my hold should have stayed authorized, hence a mistake on venmos part not only in cancelling a hold I approved, but also by not notifying me of what was happening in my own bank account. If I had been aware are all that the hold that I had authorized had been canceled, this wouldn't have happened. Holds should not be allowed to be canceled without notification to the account holder. I read through Venmo terms of service and situations like mine are not outlined in their terms. Nowhere in the agreement does the information read as though my situation was handled correctly by Venmo or their team. I attempted a dispute through them and was denied so I am escalating. The fact the my account has been sent into overdraft is by fault of Venmo for not notifying me about the voided hold, AND for charging my account a second time with no notification or authorization by me for a recharge on the matter. I'm upset because I received no communication throughout this other than an overdraft notice which is ridiculous. Had I received proper communication about what was happening with my account finances, this wouldn't be an issue as I would have ensured the money was in the account to prevent this exact situation.

  Business Response

  Date: 12/23/2024

  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: 12/30/2024

   
  Complaint: 22607786
  
  I am rejecting this response because:
  The email I received had no resolution, it only re explained to me my situation. At this point, I'm not asking for a refund. I'm asking for something to be put in place so that Venmo MUST notify their users when a hold on their account is changed or canceled. Venmo users should not have changes being made to the holds on their account without notification. I'm asking for Venmo to admit that this is a flaw in their system that causes harm to their users and I'm asking Venmo to fix this flaw.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/01/2025

  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: 01/06/2025

   
  Complaint: 22607786
  
  I am rejecting this response because:
  Venmo isn't even taking this case seriously. They send me a new representative to respond every time and I always have to re-explain myself. At this point, I'm dont trying to speak with the buisness themselves to come to a resolution and will soon be taking my business elsewhere. I'm tired of being treated like a number by Venmo. I understand they're a large company but this is ridiculous. I started this complaint in November and have grossly compromised what I'm asking for and am still not getting anything that even makes sense or is satisfactory by any means from Venmo. My responses and conversation history are not being reviewed properly. I keep being run in circles with explaining myself and Venmo trying to explain a situation I already understand to me when all I'm asking for is Venmo to take responsibility and admit to the fault and the impact it had. However, Venmo won't even review my content to an extent of understanding what their fault was despite me explaining very clearly. It feels like a (paron my language here) half assed attemp to pacify an upset consumer (me) and it's not working. At this point, I'm simply disappointed in the companies lack of tact, empathy, and ability to remain personable. They seem much more focused on efficiency than understanding my personal situation, and they sure don't make it easy to contact them. Again they've set me up with a different representative for EVERY SINGLE RESPONSE they've sent to me. And I've been trying to get a proper response since November. And to whatever Venmo representative reads this with the intention of responding, either actually do the work to go through my complaint history through both VENMO and the BBB or don't respond at all. If you give another half assed attempt to pacify, I will continue to reject, only responding with "see history". It's ridiculous and I'm tired of being treated like a problem to be solved and not a person. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/11/2025

  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: 01/13/2025

   
  Complaint: 22607786
  
  I am rejecting this response because:
  See history.
  Sincerely,
  
  ****** *****