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:11/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** was gifted to me through Venmo. I transferred the money to my bank card but it was never received because the account was closed suddenly. I've given proof to several departments and called a handful of times. They've ignored me except for refunding a 1.75 transaction fee in the very beginning. It's been since September 20, 2024

  Business Response

  Date: 12/04/2024

  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: 12/04/2024

   
  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.
  Thank you so much
  Sincerely,
  
  ***** ****

   

   

• Initial Complaint

  Date:11/05/2024

  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.

  On October 16, I discovered that my Venmo account had been locked, and a negative balance of $2,000 applied due to a payment dispute initiated by a buyer. The buyer fraudulently claimed the payment was unauthorized, despite having received the item they purchased from me. Instead of identifying the scammers actions, Venmo has wrongfully penalized melocking my account and holding me financially responsible for this scam.While Venmo sent a notice of this dispute, the notice was sent to an outdated email address on file, which I did not access in time. As a result, I was unable to respond before Venmo sided with the scammer 10 days later, leaving me with an unwarranted negative balance and a locked account. I have since contacted multiple customer service representatives and provided evidence proving the legitimacy of the original payment. However, Venmo has failed to reverse its actions, and my account remains unjustly restricted.I am not seeking monetary compensationonly that Venmo acknowledge and correct this mistake by restoring my account and removing the negative balance, so that I do not need to pursue legal action through small claims court to recover my account and protect my rights. I have attached all relevant documentation, including proof of my good-faith attempts to resolve this issue through Venmos customer support channels, as well as with the other party (at Venmos request). I appreciate the BBBs help in mediating this issue and look forward to hearing from you.

  Business Response

  Date: 11/26/2024

  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: 11/30/2024

   
  Complaint: 22510161
  To my BBB Advisor: I am rejecting Venmo's response. Below is the email I have sent back to them with an explanation of why their response is unsatisfactory. I look forward to working with you further and appreciate any advocacy you can provide. 
  ******************************************************************************************
  Dear Che,
  
  Thank you for your response regarding my Better Business Bureau complaint. While I appreciate your acknowledgment of the situation, I must formally reiterate my position and outline the actions I will take if this matter remains unresolved.
  
  You have acknowledged that Venmos platform contains a mechanism through which it can be exploited for fraudulent purposesspecifically, when a buyer initiates a chargeback through their financial institution despite having received the goods or services. In this case, I, as the seller, have provided Venmo with evidence that the $2,000 transaction in question was legitimate: *** ********, the buyer, received the camera lens from me and paid $2,000.
  
  Despite this evidence, Venmo continues to penalize mean innocent partyby locking my Venmo account, demanding repayment, threatening my credit score, and refusing to take action against the actual perpetrator of this fraud or their financial institution.
  
  I filed this matter through the BBB not only to highlight the serious error in Venmos handling of this case but also to draw attention to your companys fundamentally flawed resolution process. Instead of assisting with a claim against the true fraudster, Venmo has chosen to target me unfairly, seeking to hold me responsible for a chargeback initiated by the buyers credit card issuer. Venmo should direct its efforts toward resolving this issue with the buyer and their financial institution, rather than penalizing an innocent seller.
  
  Please be advised that I have sent a formal notice of dispute to Venmos legal team. If I do not receive a fair resolution within the 45-day window from the date of that notice, I will file a claim against Venmo in small claims court. This claim will include damages related to the wrongful locking of my account, the unjust application of a negative balance, and any adverse effects on my credit score caused by Venmos actions.
  
  I remain optimistic that this issue can be resolved appropriately and in alignment with the evidence I have provided.
  
  Sincerely,
  ****** *******

  Business Response

  Date: 12/04/2024

  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: 12/11/2024

   
  Complaint: 22510161
  
  Dear ******* G and the Better Business Bureau Team,
  
  I am deeply concerned by Venmos continued refusal to resolve my case, despite substantial evidence proving I am the victim of fraud. Venmos mishandling of this matterincluding locking my account, applying a $2,000 negative balance, and threatening my credit scoredemonstrates a failure to protect legitimate users and hold fraudulent parties accountable. 
  
  Their responses have been dismissive, reiterating the same points without addressing the evidence I provided or their role in facilitating this dispute. I respectfully request that the BBB take action to hold Venmo accountable for these unfair practices and recommend they provide a fair resolution in line with the supporting documentation I have submitted.
  
  Will there be an opportunity for me to speak with a BBB advocate directly? I greatly appreciate your support and look forward to your guidance on this matter. Below is the response I'd like to send to Venmo. 
  
  Sincerely,
  ****** *******

  *****************************************************

  Dear Che,

  Thank you for your response. However, I must emphasize that your decision to reiterate the same points you made previously without addressing my evidence or concerns reflects a lack of due diligence and customer advocacy on *********************** part.
  
  Venmo continues to unjustly hold me accountable for a chargeback initiated by a fraudulent buyer, *** ********, who has received and retained the item in questiona fact supported by the evidence I have provided, including proof of delivery, communication with the buyer, and a police report filed against him. By failing to act on this evidence or engage the buyer and their credit card company directly, Venmo is enabling fraudulent behavior on its platform while penalizing me, a legitimate user.
  
  Your assertion that ********************** cannot prevent the chargeback from processing sidesteps the core issue. While you may not control the credit card issuers decision, Venmo has the power to evaluate disputes fairly, advocate for its users, and take appropriate actionsuch as unlocking my account and removing the unjust $2,000 negative balance. Instead, Venmo has chosen to side with a fraudulent party, leaving me to bear undue financial and legal burdens.
  
  Venmos actionsor lack thereofraise serious concerns about the companys commitment to fairness, transparency, and its responsibilities as a financial intermediary.
  
  As stated in my previous communication, I have filed a formal dispute with Venmos legal team. If this matter is not resolved to my satisfaction by the end of the 45-day window (December 22nd), I will proceed with legal action in small claims court. My claims will include damages for the wrongful application of the $2,000 negative balance, the unjust locking of my account, and any adverse impacts on my credit score. Additionally, I am prepared to escalate this matter with relevant regulatory bodies and consumer protection agencies to highlight Venmos failure to safeguard its users from fraud. I once again urge Venmo to immediately remove the $2,000 negative balance from my account and restore full access.

  I look forward to receiving a resolution that reflects the evidence I have provided and Venmos obligations to its users.
  
  Sincerely,
  ****** *******

  Business Response

  Date: 12/17/2024

  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: 12/22/2024

   
  Complaint: 22510161

  
  Dear BBB Team,

  The latest email I received from Venmo says the following:

  ************************

  We have previously provided our response to your concerns. I have reviewed this information as well as your response and can confirm our position remains unchanged.
   
  Accordingly, further inquiries of this nature may not receive a response.

  ***********************

  I have called and left two messages with the BBB to discuss next steps and have not heard back. Is there any intention to intervene on this matter? As Venmo has stated above, they are not interested in a resolution and there is no reason to forward this along to them. 

  Best, ****** *******

• Initial Complaint

  Date:11/05/2024

  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.

  Every time I try to send a transaction I keep getting an error message that says there is an issue with your transaction and to try again later. I have tried every single step that the Venmo chat bought tells me to try to fix this problem. There is no one at customer service, who is a live person who can help resolve this issue. I need to send money to my children, and this app is basically useless. There is no explanation for the error message. I have used the app successfully but have often run into this issue but now it is the only message that I get when I try to send money. There is plenty of money in my bank account so it is not an issue of not having the funds. I would never recommend this app to anyone because it is inconsistent and essentially useless. And there is no customer support. Terribly run company

  Business Response

  Date: 11/27/2024

  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:11/04/2024

  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.

  I am fed up with these constant issues with Venmo. I am trying to transfer a payment to my bank account and it is suddenly telling me that the name on my account has to match my debit card. I have been using Venmo for years and have never put my real name on my account! I do online coaching and buy and sell online and I am not putting my personal information out there for safety reasons! I should not have to go thru these constant hassles bc I have a new email address or get a new phone number. My account has been verified since day one. I want this resolved ASAP.

  Business Response

  Date: 12/02/2024

  Dear ****** *********,
  
  My name is ***** ******, and I am writing on behalf of PayPal, Inc. in response to your complaint regarding PayPal's Venmo product. 
  
  My review determined that this complaint was not submitted on your behalf but on behalf of another Venmo account holder.
  
  Due to Venmo's strict Privacy Statement, we are only able to address account information with the account owner. As a result, we cannot divulge account details to you regarding an account that is not in your name. I apologize for any inconvenience caused in respect of this matter. I have provided a full response with all details directly to the account holder.
  
  Although I am unable to address your specific concerns in this contact, I offer our sincere apologies for the difficulty that you may have experienced. Please feel free to contact PayPal's Office of Global Customer Complaints & Advocacy at **************************************** if you have any questions or concerns or if we can be of further assistance.
  
  Very sincerely yours,
  ***** ******
  Global Customer Complaints & Advocacy
  **********************

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22507737
  
  I am rejecting this response because:

  This is complete & utter nonsense! This is MY account. I have verified and submitted documents such as DL, my bank accounts and cards with my name are attached to the account! I just have my public profile set as: CF for the account. The email for the account is: ********************* and the phone # attached to the account is: ************. I suggest you stop this nonsense now and get this handled, *****. I have a whole string of email communication with Venmo tied to this email address, as well as previous email communication with the BBB showing THIS email address, so you know it is me. I also replied  YESTERDAY to the email you sent *****, where you stated this was the fault of my bank card and I told you yesterday that my bank said there were no transactions that had been blocked. That my account and card were fine. So this is not something the bank is doing by stopping Instant Transfers, it is something that VENMO is doing. Please stop with this misinformation and take care of this already, *****!

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

  Business Response

  Date: 12/09/2024

  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:11/04/2024

  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 October 31, 2024 My personal Venmo account was hacked, 5 unauthorized purchases made. i contacted venmo multiple times and was told it would be handled. Venmo said it appeared my card was used in ************, I explained i have not left my city recently, I've never been to ************ and I was in *******, with my card in hand, on October 31 which I can verify because I have a family and handed out Halloween candy to half my city. I filed a dispute and was denied, told the chip card was used in person and could not be duplicated which is obviously false. After hours on hold and dealing with an unhelpful staff I want people to know that Venmo is an unsafe place for any money and their investigation **** is clearly incompetent. Very disappointed

  Business Response

  Date: 11/26/2024

  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:11/04/2024

  Type:Sales and Advertising 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.

  Attempting to close Venmo account since Aug due to security issue (someone able to access and use my Venmo account). However, a problem made by Venmo regarding an erroneous 5 cent dispute is keeping account from being closed. Ive had phone calls with, chatted with and emailed with multiple Venmo staff. Staff respond with scripted answers that include, Our engineers are currently working on resolving the issue but does not have a specific timeline for when issue will be resolved. Venmo should be able to fix or override the problem they created in a timely manner. Customers should not have to plead for 2 months to have their Venmo account closed after the account was breached.

  Customer Answer

  Date: 11/04/2024

  Clarification information requested: first name ******

  Business Response

  Date: 01/30/2025

  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,
  
  Venmo
  
  

• Initial Complaint

  Date:11/04/2024

  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.

  VENMO IS NOT DOING RIGHT BY ME. I HAVE HAD A BUSINESS AND PERSONAL ACCOUNT FOR SOME TIME WITH NO ISSUES. AT THE MOMENT THE TREATMENT IS BEYOND INHUMANE AND NOT ************* ACCOUNT IS FROZEN : 45 CALLS TO THE COMPANY AND NO RESOLUTION.1) MY ACCOUNT IS FROZEN FOR A PAYPAL ACCOUNT THAT IS NOT MINE AND IS ID THEFT. THEY HAVE OFFERED NO SOLUTION TO THIS ISSUE AND KEEP BLOWING ME OFF AND LIEING TO **** KEEP GETTING PASSED OFF TO PAYPAL TO RESOLVE AN ACCOUNT THAT IS NOT MINE. THEY FURNISHED A E-MAIL ADDRESS FOR THIS ACCOUNT AND I CALLED ************************* TIMES AND THEY KEEP SAYING A SUPERVISOR WILL CALL BACK BUT NEVER CALLS BACK. THIS IS ID THEFT AND NOT MINE SO WHY ARE THEY DOING THIS OVER AND OVER AND NEVER ANSWERING BACK TO ME.** THIS IS RIDICOULOUS AND I CANT GET HELP FROM PAYPAL BUT THEY LOCKED MY ACCOUNT BECAUSE OF THIS**2) I HAD USED MY VENMO CARD WITH A COMPANY AND IT GOT HACKED INTO. MY VENMO ACCOUNT WAS CHARGED MULTIPLE TIMES. I SUBMITTED THE DISPUTE THEY NEVER CREDITED ME FOR ALL THE TRANSACTIONS ONLY 40% OF THEM. THEY DENIED SOME SAYING THE VENDOR VERIFIED THEM WITH THE INCORRECT ADDRESS THEY HAVE ON FILE AND NO PERTINENT INFORMATION FOR THE DENIAL. I DIDNT GET ANY SERVICE FROM THIS COMPANY AND I NEED ALL THESE DENIED DISPUTES OVERTURNED SO THEY GIVE ME A CREDIT FOR THESE TRANSACTIONS. THE DENIAL REASON WAS DUE TO VERIFIED ADDRESS WHICH IS NOT ON MY ACCOUNT AND I DID NOT BENEFIT FROM THESE TRANSACTIONS AT ALL. PLEASE REDISPUTE AND CREDIT ME FOR ALL OF THEM.

  Business Response

  Date: 12/03/2024

  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:11/04/2024

  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.

  Venmo Allowed individuals to hack in to and gain unauthorized access to my Venmo account to send money to a person named **** ***** a total of $3000 and has suspended and locked out of my Venmo account. Requesting that individual be removed and apprehended by law enforcement. The username was @Josh-Coffee4me

  Business Response

  Date: 12/04/2024

  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: 12/04/2024

   
  Complaint: 22505575
  
  I am rejecting this response because:
  Their claims are false and they did not remove individual named **** ***** who was participating in scamming people as a team or group of individuals from the Venmo system!

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

  Business Response

  Date: 12/08/2024

  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:11/04/2024

  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.

  To Whom It May Concern:I am locked out of my account.I sent in my license and changed my password last week.I need to regain access to my account. Thank you for your attention to this matter.

  Business Response

  Date: 11/26/2024

  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:11/04/2024

  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.

  They closed my account, and said they would hold funds for 180 days, yet had no proof of anything when I just received simple direct deposits to my account. Now its been 180 days and they still havent given my funds back. I cant wait another month as the funds are supposed to help support my family and its been over ********************************************************************************************* withdraw it.

  Business Response

  Date: 11/26/2024

  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