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:11/18/2024

  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.

  I have been a victim of fraud. Someone apparently "hacked into my router and gained access to my phone and other devices on the network" I had fraud on my bank account, my bank shut down my account and created a brand new one and sent me new debit cards. The new account the very next day had the same issue. My bank blocked the place that was making the charges. And they moved on to my business bank account. We shut thats down. After than these people hit my venmo account. They were depositing money from my account to the ******************** account then sending it to ****** and withdrawing it from there somehow. I notified Venmo of the unauthorized transactions and they suspendid my account as well as my sons teen account. My son sold his things to be able to make money. His money is now being held by Venmo for 180 day they will let us know if he can have it back!?!? Because someone made unauthorized charges to my account? Not only did they tell me that the charges coincide with my purchase history which is NOT true. They permanently disabled my account which has my 12 year old teen account linked to it and he sold things to make his own money and they are now keeping it for 180 days and MAYBE they will give it back? I was a victim of fraud. My financial institution was willing to speak with them and tell them this is the case. And they don't care. They want to tell me, MY actions were against policy in which all my actions were was reporting fraudulent activity. None of this is right or fair.

  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.

  Venmo suspended my account for suspicious activity which Ive never done but I submitted what they asked for immediately once I received the email. Ive been trying to get it unlocked all day its all the money I have and my children need things and groceries. Im about to contact a lawyer and see about a class action lawsuit if this is not fixed immediately

  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:11/15/2024

  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.

  Venmo froze my account and hijacked my funds. I have had this account for years. I have dealt with 3 people in that time. The first my wife a highly decorated NY police officer. The second a woman that purchased a sewing machine that belonged to my mom who passed. It was a deposit to hold for her till she picked it up. She did and is very happy. The third is a gentleman that has been doing work on a few of my apartments. I send him small amounts to purchase products ex paint, wood and things of such from ********** and Ace. I have the receipts. That is it and nobody will tell me whats going on and wont let me talk to anyone except a low level answering agent from another country. I just want my funds returned to me that i have in the account. Please help me

  Business Response

  Date: 12/10/2024

  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: 12/12/2024

   
  Complaint: 22562216
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/15/2024

  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's systems failed, causing me to be locked out of my account for months, I was unable to log in to make payments or manage my account; several calls, hours and hours on wait or just trying to get through their system. They never allowed me to make a payment online and kept directing me to go log into my account, do a security video etc etc., which I could not get into or recover even with their help. Today I finally got through to a person after about *********************************************************************************** and allowed me to make a payment on the phone this time. This really messed with my finances and is affecting my life. I work hard, I stay on top of everything and I wanted to pay this and I tried. I have SEVERAL Synchrony accounts, all are current and paid on-time automatically every month and they refused to help me get into this one to make payments.

  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:11/14/2024

  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 1, 2024, I filed two disputes: one for an ATM error that occurred on October 11, 2024, and another for an unauthorized transaction that took place on October 18, 2024. After discussing these matters with a dispute agent on the same day, I was assured that a new card would be issued to prevent further unauthorized access to my account. However, I continued to experience issues. On November 7, I inquired about a $600 deposit, only to discover that it had not been processed. Subsequently, more fraudulent transactions appeared on my account. This was particularly troubling as I had been under the impression that my card had been canceled and a new one was en route. To my dismay, the claim related to the $600 was denied within two days without proper acknowledgment of the initial dispute filed on November 1. The denial of this claim is unacceptable, especially considering that the first issue remains unresolved. Had my card been replaced as promised, the unauthorized transaction on November 9 would not have occurred. Furthermore, it appears there has been a violation of Regulation E concerning provisional credits. I did not receive the provisional credit within the required ten-day timeframe following my initial dispute filing. I urge you to rectify this situation promptly; failure to do so could lead me to escalate this matter through arbitration, which would undoubtedly result in greater costs for Venmo than the $1,000 current

  Business Response

  Date: 12/10/2024

  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:11/14/2024

  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.

  Recently I received my first large-scale contract as a creative consultant. The client purchased a pitch deck and promotional deliverables for ******. A week after the funds were processed, Venmo first decided to suspend my account with no type of notification via the app. I was then told my account was suspended, with no explanation. After days of calling, I was finally told it was an identity issue. Since then, they have sent poorly constructed generic templated emails with conflicting instructions as well as asking for additional information every time a response is submitted instead of asking for all documents at once. Additionally, you can't speak to anyone. As a result, the process to reinstate is long and tedious. It seems to me as if they're simply trying to hold on to the money as long as possible. I've submitted every document they've asked for and they continuously find an excuse to demand more information with a throttled pace. It shouldn't be this difficult to withdraw my own funds which are connected to MY bank accounts which are below the daily limit. This shouldn't be an issue if they're being transferred into trusted banks with verified accounts. I'm not upset at the security measures, but disappointed at how poorly the customer service process is. It's not meant to solve problems but here the multitude of customers ********************** and ********************** take advantage of.

  Business Response

  Date: 12/09/2024

  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:11/14/2024

  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.

  Sent my son a total of $30 at the beginning of the week via Venmo. We have both been with Venmo for a while now. He went to transfer it to his checking to see his account was frozen because apparently being 17 constitutes as a reason to freeze it. New to us. Anyway, I tried to then create a teen account for him, but he can't close his old account since there is a $30 balance left.But he can't move the funds because his account is frozen.I have submitted several forms and written multiple emails requesting a solution (let him transfer it out or send it back to me so he can close the account.)Nothing has been done, and I've just been getting the run around. They're quite literally holding our hard earned money hostage for absolutely no decent reason, and dodging any solution. To some people, $30 isn't much, but for us it is.Please come up with a decent solution or I will have to explore more serious options.

  Business Response

  Date: 12/16/2024

  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:11/14/2024

  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.

  My teen has a "teen account" with **********************. He received a notice from Venmo that his account was restricted/frozen. Subsequently, my own Venmo account is now frozen. There is several hundred dollars in my son's Venmo account that we cannot access now since both accounts are locked. I have reached out to Venmo several times to get more information or get the accounts unlocked and have not received any response or communication. Meanwhile, they have my son's money.

  Business Response

  Date: 12/10/2024

  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: 12/11/2024

   
  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:11/14/2024

  Type:Order 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 an account with ********************** and I had to close my ***** Fargo account that was connected to Venmo. I tried to pay my mortgage with my Venmo account and it was rejected. I opened a new account with a different bank and Venmo froze my account. They sent an email saying please send a picture ID and I did. I received another email saying send a selfie with picture ID and the new card associated with my new account. I did that also. Then I received an email saying my account was deactivated and I have to wait 180 days for my ***** dollars if they decide to refund me.

  Business Response

  Date: 12/10/2024

  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:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November the 11th McLuck sent my Winnings of $500 dollars to my direct deposit on my Venmo account and they suspended my account the night that it processed and got sent over so I have lost my $500 dollars please can you help me resolve this matter I really need my money. Venmo told me that it would have gotten sent back and McLuck is saying that there is nothing they can do bc its been sent so it out of there hands however my money is somewhere and I want it I need it I am very upset I dont know who to call! Please help me Venmo also will not give me a pdf form of my bank statement I have even gotten into my account and still nothing and I still need my money

  Business Response

  Date: 12/10/2024

  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