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:11/19/2024

  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.

  Hello my Venmo account got closed because I was trying to transfer money to my cousin multiple times because I never received my debit card from Venmo that was my rent money I was trying to transfer now they are telling me my funds will be held for 180 days all because failed transactions they are illegally taking my money for no reason Ive called multiple times nobody will transfer me to a manager I have to pay my rent and now Im getting fined even more because they want to fraudulent take my money !!!!

  Business Response

  Date: 12/12/2024

  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:11/19/2024

  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 11/4/24 @ 1216pm, I received an email from Venmo stating that they'd notice unusual activity on my account that violated user agreement and needed a form of ID to resolve the issue and that my account would be froze in the meantime. Although, I was skeptical, I provided a copy of my ID after calling the company to ensure the request was valid. On 11/11/24 I received the following response, You have a new message from Venmo regarding request #********. To respond, simply reply to this email.Hello ******, Thank you for sending us your ID. While we encourage the use of Venmo, we must ensure all users abide by our User Agreement. After reviewing your inquiries and account activity, we have found that your actions and activity have been in violation of this agreement. As a result, your account has been permanently deactivated and we regret to inform you that we can no longer offer you the Venmo service. We do not make these decisions lightly, and when we do, it is to help improve the safety of the Venmo community. Note that creation of a new account will not change this decision. The funds in your account will be held for up to 180 days for loss prevention purposes. We will contact you at the email address on file with your Venmo account should these funds be available for transfer in the future. If you have questions regarding this decision, please note that we do not divulge our decision-making criteria in order to protect the systems that monitor activity on Venmo. Regards, ***** *. Venmo Account Specialist"I replied back that I'd done nothing wrong and that they were holding my paycheck. They responded that they'd not change their decision and that the matter would be closed and I'd receive no more responses on the matter. They are holding $392.59 of my money. My last transactions were to Homedepot, Children's place, paying a traffic citation, my direct deposit. I've done nothing to violate the agreement and they won't provide me any answers.

  Business Response

  Date: 12/13/2024

  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:11/19/2024

  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 purchased $3,000 worth of Ethereum on 11/19/24 with my debit card. Venmo policy explicitly states debit card purchases are available for immediate withdrawal which is why I chose this method. However, when going to withdraw my Ethereum, I receive an error indicating something is not working right. This is monetary fraud and I take this type of abuse of financial systems very serious. You cannot take my money and withhold my assets without due cause. Upon performing a ****** review, this appears to be a con tactic and I will not be a victim of it. I demand that Venmo allow my Ethereum for immediate withdrawal or reimburse me for 100% of all fees incurred ($75) for the transaction as there is zero reason I should pay fees under the presumption I can immediately withdraw and then I am unable to.

  Business Response

  Date: 12/13/2024

  Dear Sebastian ****************************** 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:11/19/2024

  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 unable to add a credit card to my Venmo account because there is a security flag on my account. I chatted in with Venmo and was told they have no way of removing the security flag. I asked to speak to a supervisor, and they said that a supervisor would email me within 1-24 hours. This was 3 days ago, and I never heard anything. I followed up by email two days ago and still have not heard anything.I tried calling ************** and there was no way to reach a human. None of the automated options addressed my issue. I chatted in again about my issue and requested to chat with a supervisor and was told there is no way to chat with a supervisor and that I could call the number above to reach a live agent. I followed the exact instructions they provided only to not reach a live agent and ultimately was hung up on. I was told that they would escalate my case via email and I would hear back within 1-24 hours. This is the exact same process I already went through where I havent heard back.This is beyond frustrating. The customer service options are abysmal and need to be reviewed for how customers are unable to actually be helped.

  Business Response

  Date: 12/13/2024

  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:11/19/2024

  Type:Service or Repair 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 have two payments being sent to Venmo/Paypal *** and there was a breech in my existing count of phishing by unknown phone number added to my account 11/05/2024. ********************** has continued to email discontinued accounts formerly owned by me. I do not own a phone line ending in #****, that includes 3 ****** Voice numbers, 3 disconnected **** phone numbers, my current tablet, my current android and all phone numbers for the last 8 years with various area codes of ******************************** do not have any phone lines ending in this number.I have now noway of being issued payment for Cashapp and one other settlement due to the inefficiency and inept of paypal venmo customer service.I had also spent money printing business cards with vistaprint for 500 pieces with $upstepjen on the business card. Completely useless to me unless venmo/paypal can rectify.Sent various sms smart codes to reset account and I have performed all security functions from two phones on chrome url, the app and now at a desktop.Not Satisfied as the cashapp and other law firm settlement trace cannot be reinitiate for the settlement claim (s).

  Business Response

  Date: 12/13/2024

  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: 12/16/2024

   
  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. 

  PayPal *** executive followed up as well as all GSR support on zendesk and venmo receipt tickets were acted on efficiently and venmo did everything in their power to remove off hack number and protect my external bank. Please post this as commendable words to Venmo BBB accreditation and close my existing complaint report. All was resolved by my call to Venmo support today. Company closed 1-3yo old Venmo profiled and gave activity reports each username,!!
  
  S***erely,
  
  ******** ****

• Initial Complaint

  Date:11/19/2024

  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.

  They suspended my account which has my whole paycheck in my Venmo accountI attempted to put my husbands bank account on my ********************** acc so I could transfer funds to him and they suspended my account due to his ********************** account being frozen for 2 years now which I was not aware of , I immediately provided my State ID which was asked of me and now they are telling me it will take until fri to resolve this happened last fri I need my money can they do this? There is ****** in my acc just sitting there and they refuse to release it

  Business Response

  Date: 12/12/2024

  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:11/18/2024

  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 received messages from Venmo saying that my account was logged into and password changed. I have not used Venmo since before I moved from *********** to ******** in 2020. When I try to contact customer service, I only get AI responses and my issue is never getting worked. This happened in July 2024 and it happened again yesterday and today. They asked for a photocopy of my ID to prove it was me, but I am not sending my ID to them because I dont even want to do business with them and I fear for identity theft. I am also worried that someone could access my banking information that was previously saved in Venmo. The Venmo account was in my name, using the email ************************** and last 4 phone number 3621, which is a phone number I no longer have. I dont want any money from them. I just want my account permanently closed and deleted. Thank you very much!

  Business Response

  Date: 12/11/2024

  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:11/18/2024

  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 13 I had placed an order with emergent by the name of *** for video game for my child. Now Ive dealt with *** a few times prior and never had a problem. The last time I met *** I sent him $80 for the game and I received a box with nothing in it now no one couldve taken anything from the box because when me and *** met it was face-to-face so this was all Kens doing so I was scammed now I filed a dispute and let me start out by saying the Venmo Correspondent filed the wrong dispute, so thats how this whole journey starts off now, four days later I still have no response. Ive talked to five different **** or giving me the same generic answers, and at this point, Im ready to go to channel 12 news on ***********. Im already contacting the Better Business Bureau. Im contacting the ************************, my local, law-enforcement, my state law enforcement and my state officials, as well as the *********************************. *** never filed a dispute with Venmo before Ive had Venmo for quite a long time spent a lot of money with them and like Venmo I just dont wanna close my account. But if my situation does not get resolved soon, I have $.96 in my account, and by soon I mean today then Ill have no other choice but to go to the rest of those entitiesthat I mentioned above.

  Business Response

  Date: 12/12/2024

  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:11/18/2024

  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.

  So basically i had ***** and something in my account someone stole my phone and cleaned my account out i disputed with venmo they awarded me my money then turned around and froze my account for no reason then told me i had to wait 180 days to receive my i reported to you guy they released my money i thin 2 days later i wasnt aware and some cleaned my account again after stealing my phone at fairlane mall and they are telling me its nothing they can do this ridiculous can you all h*** me get to the bottom of this situation i dont even see how they let someone connect theyre account if the names dont match this is crazy they need to dispute those transaction rather if im still a member or not my money was in they account therefore thay are responsible period. Give me my money now you robbers

  Business Response

  Date: 12/13/2024

  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

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22567792
  
  I am rejecting this response because:Venmo is responding to this complaint as if i made a transaction with a merchant or person when this is regarding Venmo properly doing a investigation on the transactions thats a transfer to a bank account called MVD credit karma this can all be settled if Venmo simply contact the company to confirm thats not my bank account thats all i want so i can receive my money this is absolutely unacceptable when they already held my money for months for no reason just do your job and do a proper review or i will take legal actions simple.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/20/2024

  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: 12/20/2024

   
  Complaint: 22567792
  
  I am rejecting this response because: This response is unacceptable all they said was they denied the dispute because the person who stole my phone contacted them for help to connect their account ending in **54  to my venmo account before stealing my money with no verification what so ever all that proves is thats a even more reason why i should have been approved of my dispute this is certainly not the proper way to investigate a case that response was really insulting being that you know my phone was stolen 

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

  Business Response

  Date: 12/30/2024

  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: 01/07/2025

   
  Complaint: 22567792
  
  I am rejecting this response because: they are sending the same response instead of doing there job thoroughly i have police reports and everything and its no one who can help i dont care what the automatic system says apparently its something wrong if i have police reports of my belongings being stolen i need my money now 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/18/2024

  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 locked my account for no reason I've tried over and over again to have them unfreeze my account I need the 200 dollars in the account and they do nothing I've done nothing I changed my email and that's it I really need some help plz

  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,
  
  Venmo