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:11/14/2024

  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.

  Oct. 31 I opened a Venmo account to receive money from my sister the same day my sisoter sends me 2200 dollars I couldnt transfer the money to my cards I have linked to Venmo so I sent it to her husband so he can send it to me using another app I was able to transfer 1725 dollar to him but 475 remained as I went to send him the rest my account was frozen. I contacted the team Venmo through email ******* N is the name on the email. Ive sent my ID twice and the information to the cards I have linked to Venmo. It has been two weeks and Im still trying to unfreeze my accounts doing the same process multiple times. I just want my money out. I will close the Venmo account and walk away

  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:

  UnresolvedMore 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 opened a Venmo account so I could transfer $150 cash payment I received to my new company bank account. It was the only transaction ever made on that account. Once I tried to move the money from Venmo to my bank it flagged the transaction and told me my account was frozen. I did the steps to unfreeze my bank account after speaking with several customer service members. They emailed me back and said that I needed to provide a bank statement to prove that the account was mine, even though I told them the exact amount of the charges Venmo made to my account as one of the verification steps they requested. I spoke with my bank and they said they are unable to provide a bank statement, as the account was only a couple days old. And that I would need to wait until a month had passed to be able to get one. I explained this to Venmo customer service and they said that they could provide a form the bank could fill out *** a statement. In speaking with the team that handles account locks for ********************** this was not the case and I was told I just need to wait a month and then provide the bank statement. Another 20 emails back and forth, no luck. I asked several times why my account was locked in the first place and was told they could not tell me why. I get an email today saying my account has been permanently disabled, my funds were being held for 180 days for "loss prevention" and that they would email me if and when the funds were available. What an absolute circus this entire situation has been, all over $150. And still to this day, have not been given a reason my account was flagged, or a reasonable way to resolve this issue. And you can't even communicate on the phone with this special team that handles account issues, you have to use email and wait days in between communications.

  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 PayPal website.
  
  Sincerely,
  
  PayPal
  
  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22550693
  
  I am rejecting this response because:

  The response was nothing more than corporate fluff. I still have yet to receive a viable reason why my account was blocked. No action that I took was against and TOS, which is exactly why not a single breach of TOS was mentioned in their email. 

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

  Business Response

  Date: 12/15/2024

  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: 12/18/2024

   
  Complaint: 22550693
  
  I am rejecting this response because: There was nothing I did that was against any TOS or anything that was divulged to me prior to setting up the account. And side note, Venmo contacted me days after filing this report and said they were sorry for deactivating my account and that it had been reactivated after being told quite rudely that I was not only having my account blocked and my money held for 180 days for fraud protection but that I would be banned from ever having a Venmo account. Also the reason I was given in my last email was that I changed the name on my account to my business name, and I tried to transfer my money from Venmo to my bank account within too short of a timeframe (several days) of opening the account. Its the same thing PayPal got sued for 6 years ago, and here they are doing the same unethical business practices.
  
  Sincerely,
  
  **** ********

• 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.

  I opened at account with ********************** bank 10/23 for purposes of being able to use the tap and pay option. I collected $53 this day. 2 days later they froze my account claiming for suspicious activity and my account was only opened 2 days. So I had to wait for them to investigate and they un froze my account. However after this I was still unable to access my funds, the app wont let me do any type of transfer. It wont let me transfer the funds to my debit card, my bank using an accounting and routing number, or the other Venmo personal account. I have talked/chatted with numerous representatives and there has been no solution. I owe Venmo nothing as well. So now Im coming here to get this resolved because Venmo team doesnt seem to have the answer. I want my money that belongs to me.

  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
  

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22550667
  
  I am rejecting this response because: I HAVE JUST CHECKED MY EMAIL ADDRESS ******************** and there is not one correspondence from Venmo regarding the money that you all have been holding from me.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 12/13/2024

  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: 12/18/2024

   
  Complaint: 22550667
  
  I am rejecting this response because: I have responded to this email twice and havent heard back from anyone still. I would love for my money that belongs to me to be released! Why am I having to do all of this to get money that belongs to me! 
  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

• 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.

  I was paid by a friend the amount of $300 and it arrived in my venmo account, I then attempted to instant transfer it to my bank, Venmo denied it. I was verified and everything. I was approved and verified to buy crypto on their platform so I attempted to get the money that way..it was denied. I then tried to send it to another friend and it was denied. No matter what I did, they just kept pushing for a standard transfer saying that it was their security system that does a risk assessment when there is absolutely no risk to me sending my own money to my own bank account and telling me a standard transfer is different somehow. The only difference is how long they hold it so the security system automatically denies all transactions just so they can hold on to your money as long as possible. Venmo must be hurting bad financially? I've requested a card on multiple occasions and to this day it has never shown up no matter how many times I ask. And I'm willing to bet that my standard transfer will probably be frozen and held just because they're going to want to hold on to it. They flagged and denied every other request I've sent even though I've never done anything wrong. I've never even made a transaction on the account before ever. I have been fully verified with my identification. I don't know what their problem is but it's frustrating as h*** because I needed that money ASAP. They are one of if not the worst payment processor around. Had I known they belonged to PayPal before that day I never would have touched them. Very shady business practices and will just steal your money. I've seen thousands of complaints. I've read them all day long about them s******* over customers just to hold their money and falsely flagging their accounts. Their security system is not designed to do anything but take your money and hold it it is not a risk assessing algorithm. It is simply by design to take and hold money into their platform.

  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:11/13/2024

  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 Venmo account has been locked since May 2023. I have reached out to customer service 10+ times, with each time being told that Id be contacted. No one has contacted me. I have $50 in my account and would like to transfer it to my bank and close my account, due to this ongoing issue. Ive been asked 3+ times to upload a picture of my license, which at this point has become a security concern. Why should i do that more than once? I was told it scans into their database. Venmo does not have adequate customer service. Each time Im told a supervisor will receive my escalated complaint, but receive nothing. Venmo has had possession over my account and $50 for over 1 year.

  Business Response

  Date: 12/17/2024

  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:11/13/2024

  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 received money as gifts from family and friends on venmo. When I tried to transfer to my bank account they said it would take 3 days. 5 days later they freeze my account. I uploaded a clear copy of my id and they still froze my account. Saying it would take 180 days to release my funds.

  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 PayPal website.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:11/13/2024

  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 October 12th 2024 I made an online purchase at North 40 Outfitters totaling the amount of $19.60. The following day on October the 13th I received an email saying that the store was out of stock and the $19.60 would be credited back to my Venmo account within 3-5 business days according to this email. Todays date is November 12th, one month later, and I have still not received my refund. I reached out to Venmo along with screenshots of the email I had received saying my order was canceled but nothing has yet to be done and I am still awaiting my refund. This is the second time Ive had issues with Venmo not returning my funds after a transaction has been canceled and has previously taken a total of 4 months to be refunded for a previous issue with Venmo. I would like to see this resolved and my funds returned back.

  Business Response

  Date: 12/07/2024

  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:11/13/2024

  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.

  Hello my account is still frozen can I speak to someone to see if I can get it unfozen also Ive spoke to customer service and they told me I cant use my phone number nonore which idk why Ive never used Venmo before but when Ive spoke to the customer service agent she said I cant use it nonore because of how many times Ive created a account and she told me to use a different number!? Why should I use a different number Ive had this number for awhile I dont have no other number to use so what gives on why I cant use my phone number ************ this is the only phone number I have and someone fix this months ago for me to create a account and now I cant use this number no more please fix this! Im not going to make a new account with another number I want to keep using my current number Ive been using which is ************ i shouldnt have to create a new account and use a new number for no reason fix this.

  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:11/13/2024

  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.

  A financial institution that offers an investment products like crypto, must understand that timing is everything! I invested my money from my Venmo account in to a ********************** crypto market account, I also control when to sale my crypto in case I want to re-invest in to other crypto market or do what ever I please with my money!What you are doing is illegal! Read FFC guidelines!!What on Gods earth gave Venmo the right to keep my money for a 5 days? What are you doing with my money? And even if that is your thing to keep customers money, you must let your investors know before buying and selling, that it might will take a week to get your money back! Which is crazy! Who will invest with you???How do you know maybe I might have to pay my rent next day???

  Business Response

  Date: 12/07/2024

  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:11/13/2024

  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.

  While I was at a concert, a random guy grabbed my phone. Before I got it back from him, he sent himself $80 and then $90. I didn't realize this until the next morning when going through my email. I don't know this man, have no contact info for him and am not friends with him on Venmo or any other platform. I reported it to Venmo before the transaction processed so it wouldn't be pulled from my account. **********************, with no investigation done or reasoning provided, states this activity is consistent with my payment history. This makes no sense whatsoever since I don't know this man, have no transaction history with him and have no relation. No service was provided or anything. I don't just randomly send strangers $170 in the middle of the night. I tried contacting them via their chat and was unable to get any information. I feel the claims were denied in bad faith with no support for the denial. It's frustrating because you trust a big company like this to take action and support their customers. They could have stopped the transaction that morning before it processed since it was with a routing/account number but failed to do so. I doubt anything will come of this complaint but wanted to share in case this happens to others so they can know it is a trend with Venmo.

  Business Response

  Date: 12/08/2024

  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: 12/10/2024

   
  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,
  
  ****** *******