Payment Processing Services
VenmoThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 4,662 total complaints in the last 3 years.
- 1,489 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/25/2024
Type:Service or Repair IssuesStatus: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 complaint is regarding Venmo, which is owned by PayPal. I was incarcerated from July 13, 2024, to September 24, 2024. At the time of my arrest, my car was impounded, and the police did not secure my purse, phone, credit cards, driver license or Social Security card. These items were left in my car.While I was incarcerated, a large number of unauthorized transactions occurred on my Venmo account. These included ATM withdrawals, point-of-sale purchases, and unauthorized cards being added to my account. I was unaware of these transactions until weeks after my release.Venmo's security required me to submit a copy of my ID to access my account, which took about 2.5 weeks to arrive by mail. Once I could access the account, I discovered the unauthorized transactions. I notified Venmo immediately.Venmo's liability policy is based on the time frame within which transactions are reported, and I believe the situation allowed for an extension beyond the standard 60-day reporting period. In a recorded conversation with Venmo, they agreed that there was no way I could have made these transactions. They have not produced any document showing that I gave permission for someone to access or transact from my account.Without such authorization, the $19,668.86 in transactions are fraudulent and unauthorized. Its clear that there is significant regulation in place for these transactions, but the issue is that these regulations are often only guidelines. At the end of the day, companies like Venmo set their own rules, knowing that there is little accountability to ensure they follow the law.Venmo has even made false statements, and if I had made a false statement for financial benefit, law enforcement would likely file charges. This situation is unfair, and I am seeking resolution. I need my money back!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 on November 20, 2024. 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,
VenmoCustomer Answer
Date: 12/21/2024
Complaint: 22596274
I am rejecting this response because:
Subject: Formal Response Regarding Fraudulent Transactions and Denial of Claim
I am writing in response to your recent communication concerning the fraudulent transactions on my Venmo account. I am deeply dissatisfied with the handling of my case and feel that my concerns have not been properly addressed. I am seeking a fair resolution, as I believe Venmo has failed to meet its obligations and protect me, a loyal customer, from this fraud.
At the time the fraudulent transactions occurred, I was incarcerated. I have provided extensive proof of my incarceration, including a signed affidavit, which clearly demonstrates that I did not authorize any of the charges on my account. Despite this, Venmo claims that I ordered a replacement card during my incarceration and had it mailed to a new address. However, I had no knowledge of this address prior to renting my current residence after my release.
In an effort to clarify the situation, I worked with my landlord to contact the previous tenant of my residence. I subsequently submitted an affidavit from the previous tenant, confirming that she never received any mail for me at my current address. Additionally, I have not received a replacement card from Venmo since I reported the fraudulent charges.
Venmos refusal to honor my claim, despite clear evidence of fraud, is unacceptable. I am being wronged as a customer who has always maintained a good standing with your company, and I am left without recourse. The individual who stole my identity has been allowed to keep $19,669 of my funds, which has caused significant distress.
For further clarity, I filed police reports with three different police departments, one in each city where the fraudulent transactions occurred. Furthermore, when my car was impounded, the police left my wallet, containing my Social Security card, drivers license, debit cards, and phone, in the vehicle. I was unaware that these items had been left behind until my release 72 days later, at which point only the clothes I was brought in with remained in my possession. This situation was entirely beyond my control, and I could not have prevented the theft.
I respectfully request that Venmo review the evidence I have provided and take immediate action to resolve this matter. As a customer who has always been in good standing with your company, I expect Venmo to fulfill its responsibilities and return the stolen funds promptly.
I trust that you will take my case seriously and respond accordingly. Thank you for your time and attention to this urgent matter.
Sincerely,
****** ****Business Response
Date: 01/13/2025
Dear ****** ****,
We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
Sincerely,
VenmoInitial Complaint
Date:11/25/2024
Type:Service or Repair IssuesStatus: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 an instant transfer through venmo on 11/21/24 around 4:55am. This process typically takes 30 minutes. Venmo says the transaction was completed 11/21/24 Meaning, the money transferred should have been in the designated bank account within those 30 minutes. It has now been over 48 hours, and venmo refuses to tell me where my money is nor give my money back.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,
VenmoInitial Complaint
Date:11/25/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been using Venmo for a while and I have over 20k in funds on there and Im unable to use my debit card or make a transfer after verifying myself multiple times they keep suspending my account. I would like to be able to access my funds without my account getting suspended each transaction. I wrote them multiple times and still nothing Im currently suspended for sending money to family members after several attempts I only get told I will be reached via email and thats unacceptable due to the fact its my moneyBusiness Response
Date: 12/20/2024
Dear Poncho *******,
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,
VenmoInitial Complaint
Date:11/25/2024
Type:Service or Repair IssuesStatus: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 Venmo Service didnt clarify their policy and said my bank account can be used both of Venmo accounts. My concern is registering another Venmo but my old Venmo is banned. They are very rude to inform me and refuse to provide any service but not clarify the specific extra reason. In their first email at 9:50 AM, they said they can recover one of Venmo but they dont care if I am in the emergency room or if I cant respond email ASAP so they directly send me another email at 10:53 AM at the same day to immediately banned me. They treated me like a criminal instead of a person. I requested further information about why I am banned, but they refused to respond the reason, instead, they copy and paste the boring and same words to let me know I will be banned forever. I dont know why the wrong information will cost like that. I need they recover and reinstate my account @Yuebin-Zhang #********** and recover all of my service.Business Response
Date: 12/21/2024
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 via the **** portal on December 20, 2024. Please review the final response submitted there. We have no further information to provide. 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,
VenmoInitial Complaint
Date:11/22/2024
Type:Billing IssuesStatus: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 instant transfer from my Venmo account hasnt made it to my checking account and its been 36 hours. Venmo doesnt give me any timeline - Im missing 2300 dollars!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,
VenmoInitial Complaint
Date:11/22/2024
Type:Service or Repair IssuesStatus: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 sent a friend of mine $1500 he let me use, it was never a purchase and I never said it was a purchase. There is no way to contact these people and their dispute process clearly states I can not dispute this type of problem. The only thing I did was put "motor" in the description because that is his nick ***** The only word was "motor"Business Response
Date: 12/18/2024
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,
VenmoInitial Complaint
Date:11/22/2024
Type:Service or Repair IssuesStatus: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.
Please see files attachedBusiness Response
Date: 12/18/2024
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,
VenmoInitial Complaint
Date:11/22/2024
Type:Billing IssuesStatus: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.
11/22/2024. Venmo has illegally locked my account unreasonably, I have no way to transfer remaining funds. No response from customer support. Nothing. Just locked my account up with no cause or justification, nor what it was over. Just froze it. This is unlawful.Business Response
Date: 12/18/2024
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,
VenmoCustomer Answer
Date: 12/22/2024
Complaint: 22592533
I am rejecting this response because:They say this time and time again I have over 10 emails doing circles getting nowhere
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,
VenmoInitial Complaint
Date:11/22/2024
Type:Service or Repair IssuesStatus: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 went to sign in for Venmo because I havent used it in years and my account was compromised and they would not allow me to make a new account. The account was frozen for a transfer I do not remember making that was linked to a bank account that was compromised years ago. I would like to use the service but they will not allow me to make a new account.Business Response
Date: 12/18/2024
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,
VenmoInitial Complaint
Date:11/22/2024
Type:Product IssuesStatus: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 October 16th I picked up a Enterprise rent-A-Car a deposit of $50 was required. On November 11th a refund was issued after dropping off Enterprise vehicle. After 7 days 7 business days of waiting for the refund I begin attempting to contact venmo which was my card I used for my deposit. It is now November 22nd I still have yet to be able to get in contact with anyone and I still do not have a refund. I also had made a purchase through ******** for $30.68, That Was Then returned and a new transaction in the exact same amount was done by me so that transaction was authorized. ******* already sent back the $30.68 however *** Mo has not returned my money. I have made multiple attempts to contact this business and have not had any luck.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
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