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:10/30/2024

  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 paid Venmo an insurance on the transaction, but they kept sending me boiler template answers and by asking to elevate it to the management, they unfortunately stopped responding. Here is the case number #******** and my last email to Venmo which explains everything in details.Dear Team!I recently purchased a saxophone for my 11-year-old daughter via ******** Marketplace. Based on the sellers representation of the instrument being in perfect condition, I paid $365 to the seller, plus insurance for the purchase, and an additional $50 from my pocket for shipping.However, upon receiving the saxophone, I was shocked to discover that it was dented and rusted, rendering it completely non-functional. I immediately contacted the seller to address the issue, but instead of resolving it, he attempted to offer me a $25 bribe in exchange for not leaving a negative review on his profile.I have already provided evidence of the rusted and dented condition of the instrument to your team. In addition to losing the shipping fee, I am now out $365, and my daughter has missed participating in her orchestra rehearsals due to the lack of a usable instrument.I was surprised and dismayed to learn that you closed the case in favor of the seller, citing that I did not provide shipping proofsomething that was never part of our arrangement. The seller did not discuss covering the shipping cost with me, and to make matters worse, he tried to falsely accuse me of damaging the instrument.This situation is clearly fraudulent, and I ask you to assist me in resolving this matter. I still need to purchase an instrument for my daughter, and I hope you can help me find a fair solution.I am a very rare buyer on ******** Marketplace, but considering the risks, I was fortunate to have purchased your transaction protection, hoping it would protect me in cases like this.Thank you for your time and attention. I look forward to your prompt response.

  Business Response

  Date: 11/25/2024

  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:10/30/2024

  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 recently had 270 dollars sent to my venmo account. I went to sign in immediately after and received error messages, both through the website, ************************ ,and the app. I contacted venmo customer support numerous times.they are demanding a photo ID and selfie holding the **** card. I have had trouble obtaining a new ID card through the state of *******, but do have a digital copy of my **** and ss card. venmo will not allow me to access my money with these items *** I would like to withdraw my money.

  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:10/30/2024

  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.

  In July of this year I had a friend texted me and said she accidentally sent me her rent money instead of who it was suppose to go to . The amount was ***** dollars . She sent it via Venmo . I sent the money back immediately. Few weeks go back and I get a message she disputed the transaction and Venmo made my ************* dollars . The money was never mine to begin with it was always hers , I sent back what she sent me and provided proof of her fraudulent activity to them in screen shots admitting what she did . They said there is nothing they as in Venmo could do that credit card company decided in her favor . I had proof of what she did and it was fraudulent she admitted it . If my screen shots were truly looked at no one would have decided in her favor . . And now my Venmo account is locked and -***** for something that was never mine in the first place . Venmo has done nothing to assist me but shove me off to the next person . I used venmo so much and this has been upsetting to me . They keep telling me to contact the person who disputed the transaction. But the money was hers she Sent it to me on accident, she claims then I send it back now i am in the negative for something that was never mine and this is all her doing . There is no talking to her . She is a fraud and a fake and got money out of this and now I am suffering with a locked account and not able to use my services with Venmo. Not only that but I had 100 on there my mom sent me that I cant even use . She is doing this to more people and were all suffer her consequences its not fair . I am not paying a dime to Venmo for money that was never mine and I never had . They see on there end she sent it to me and I sent it back and some how my account is that locked one . Its not right . And makes no sense .

  Business Response

  Date: 11/20/2024

  Dear ******** France-*****, 
  
  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:10/30/2024

  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 has frozen my account and will not release my money every time I try to send money or every time I try to transfer money my account gets Frozen and then give me the runaround I just want to close my account and I want my money

  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:10/30/2024

  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 10/28/24 I placed an electric wheelchair for sale. I was asking $1500 for this item. On 10/28/24 at 10:04 PM I received a call from a man inquiring about the chair. He was calling for **************. He stated that his sister was interested in buying the chair. He stated immediately that he wanted to buy the item and that he could pay via Venmo or Zelle. He contacted me again the following morning. He stated that he tried to sent the payment through Zelle but it was not working. I know now that he was not being truthful. So, he decided to send the money through Venmo. After stating that he had received notification that it was sent I recieved a notice notifying me that I had a pending payment but they were having a problem crediting my account because the status of the account was not a business account and my account exceeded the limit. They could not make the credit on my account until I expanded the limit or the payer send an additional $500 payment. The notice suggested that the purchaser send the $500 and after I refund the $500 they would release the $1500. For further questions, call **************. I called this number. With this person guidance I went into my personal account and sent the $500 refund so that the payment would be released. I sent $500 ***** gift card. After that the person at Venmo continued asking for more money. He wanted me to send him $1000 so that he could change my status to a business account. I told him I didnt want a business account but he said that was the only way I could get my money. I ended the conversation because I was not sending him any more money. The purchaser did send his **** account @************* but may be false.

  Business Response

  Date: 11/21/2024

  Dear ****** *****, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you 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:10/30/2024

  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 put in a dispute for 2 transaction. I called in several times for updates and assistance but I was lied to and given misinformation each time. I was told several times the case was going to be closed in my favor after a specific date 4 times, but when I called back in they told me something different. I was told they did the claim wrong and I had to wait 10 more days. I was hung up on several times and then I was told to return the item but I never recieved it. I need to talk to someone in corporate to resolve.

  Business Response

  Date: 11/30/2024

  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:10/29/2024

  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 10/11 I sent $65 to my boyfriend via Venmo. He hit refund and Venmo now claims that the refund went through but I have proof it did not come back into my bank account (via bank statements of card that is attached to my bank account and ***********************. I emailed and they then tried to open a dispute against my boyfriend after already claiming that I had gotten the money back from the refund. If I got the money back according them then why file a dispute against him when I never asked for that? I emailed and canceled that dispute and then I called. The man on the phone said that sometimes banks do this and basically the refund gets lost. I know these calls are recorded so they should have a record of it. I have screenshot proof the refund was completed on his end, I have screenshot and screen recording proof the money never went back into my bank account and now they are refusing to answer my emails (which I also have proof of). I just want my money back that I worked hard for.

  Business Response

  Date: 11/19/2024

  Dear ***** *******, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo
  
  

• Initial Complaint

  Date:10/29/2024

  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 an email on 10/3/2024 from Venmo saying that a transaction was denied from my bank and requesting another source of payment. I checked with my bank and verified that the payment did in fact go through. I let Venmo know and provided a screenshot of my bank account showing the payment. I was asked for the screenshot again 10 days later, which I provided again. I later received an email denying my appeal and demanding the payment. I called them again and another appeal was filed, however, I have never heard a response to this. I am afraid that I cannot be the only one Venmo is doing this to.

  Business Response

  Date: 11/24/2024

  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:10/29/2024

  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.

  It's October 28th 2024 and I have been waiting on a settlement payment that I UNFORTUNATELY had it sent to Venmo because it seemed like the easiest option. It finally came today and when I tried to transfer it to my bank, Venmo suspended my account without any information other than unusual activity. They sent an email asking me to send a pic of my ID and they would get back to me in 5 to 7 business days!!! Now, the money that I desperately need is being held hostage by Venmo for no other reason than I tried to transfer it out of that account. Once I am able to get my funds I will be closing my Venmo account and I suggest anyone reading this does the same. I understand it could be a fraud protection thing, but 5 to 7 days??? That's if I believe the email. Others online have said they had thier money frozen for months and could not get through to the people that handle suspended accounts. Sometimes the money in that account may be all a person has and it does not seem like they should be able to just suspended it with no explanation or recourse until the can get back to you.

  Business Response

  Date: 11/19/2024

  Dear ****** ****, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo
  
  

• Initial Complaint

  Date:10/28/2024

  Type:Product 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.

  Lost my debit card from venmo called and actually spoke to a *** who said he would mail my $750.00 but would have to close my account to do so I have email he sent me he said he needed proof of address I told him I don't have a utility bill since I'm living with someone who has those in their name instead. He agreed to the I'd but later emailed me he needs utility bill now I can no longer reach him and I never got my $750.00 back

  Business Response

  Date: 11/20/2024

  Dear **** *******, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo
  
  

  Customer Answer

  Date: 11/22/2024

   
  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,
  
  **** *******