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: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,
  
  ****** *****

• Initial Complaint

  Date:11/26/2024

  Type:Customer Service 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.

  This is the third time Venmo has locked my account for no reason. They ask me to upload the same file every time. I don't understand why they do this. I didn't break the rules. As a new user, I am conducting normal business as a merchant and need help. Please unfreeze my account! I have tried my best to cooperate with their work, I responded to all their reasonable requests, and I don't deserve to be treated like this! I have kept all the email records, and the records of them repeating the same work are very clear. I need them to give me a reasonable explanation and answer!

  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 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 had an account with ********************** closed down over 8 years ago. All i was told was that I was in violation of their terms of service and there was nothing they could do to unlock it. Fine. Fast forward 8 YEARS..i start a new business account to accept payments for my handyman business. I was able to set up the account NO PROBLEM. I was finally repaid for material costs from a job on November *******. When I tried to withdraw the money to my bank account, there was an error. So, I tried another bank account, still an error. I then called customer service and after waiting nearly a half hour, i was told that because my old account, which has been closed for 8 years, was still connected to my bank account, i couldn't do anything and they would have to unlock my account. I said fine. I then called again about a half hour later to see if they could reverse the charge because I HAVE to pay my bills and $360 is quite a lot to me seeing as how Im my only employee and was paying for materials out of pocket. I was told by the customer support agent that she would ask that they reverse the charge and i could find another way to get paid. That was fine with me. Fast forward to today. I get an email asking for my identification and bank account statement. I send it. I immediately get an email back saying that because my last account was closed, again no reason listed other that it violated their TOS, that I was permanently banned and that now my funds will be held for the next 180 DAYS. I again emailed asking if they could just reverse the charge. No reply. I asked again via email about an hour later...no reply. So now, they're holding onto my money that I desperately need, there's been no real justification as to why they're holding it or why my original account was "banned" and now i have to wait 6 months, just to get reimbursed, and there's been nothing but silence from Venmo. It seems this is a common tactic used by Venmo and sometimes people don't get their money back

  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 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 have transactions that were made from my account both on November 16th, returns were made on November 18th and Venmo never refunded my transactions. I have receipts and transaction id numbers for everything.

  Business Response

  Date: 12/23/2024

  Dear ******* San Fillipo, 
  
  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:11/25/2024

  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.

  Venmo has it listed as a balance on my venmo account that was not due to me and I do not know what the balance is even for or how it became that amount and I have previously notified them of this.

  Business Response

  Date: 12/19/2024

  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: 12/20/2024

   
  Complaint: 22599008
  
  I am rejecting this response because:

  They did not resolve the issue 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 12/22/2024

  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: 12/30/2024

   
  Complaint: 22599008
  
  I am rejecting this response because:

  I never got an email, please send the correspondence through here. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/08/2025

  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:11/25/2024

  Type:Billing 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 Thursday 11/21 I woke up to realize that $723 of my money on my venmo account had been taken from the account. This is a clear case of fraud. The fraudster drained the account until there was nothing left. They kept trying to charge certain amounts so that the account could be drained. Venmo did not complete an investigation and declined what is fraudulent. I need all of my money back ASAP!!!

  Business Response

  Date: 12/19/2024

  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: 12/26/2024

   
  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:11/25/2024

  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.

  Totally useless, let's me transfer in but the freezes my money and it's impossible to get in touch with anyone from there with any kind of knowledge at all......

  Business Response

  Date: 12/19/2024

  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:11/25/2024

  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 set up a child account with a debit card at the beginning of November. Since setting up this account I have not been able to login to the app on his iPhone. I can login on the web. The error I get is "OAuth2 Exception: Unable to complete your request. Please Try again later." The only way to get help from Venmo is from email. It takes them anywhere from 6 to 24 hours to respond. I have followed every request from deleting the app to resetting the password and sharing my license with me holding it. I have been asked to do these step now multiple times and nothing works. I am not sure why they keep asking me to do these steps over and over. The service is terrible and is preventing my son from tracking any money I send him. This is horrible customer service.

  Business Response

  Date: 12/19/2024

  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