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:10/22/2024

  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.

  I opened an account with ********************** due to a settlement being deposited on there and I already had an account with them but since I didnt have a physical card to use at the atm with my new account I sent the money to my old one everything went fine well after that someone paid me 60$ for a job completed and all of a sudden my account was froze and they wont unfreeze it and give me my 60$ I have been trying for days! As soon as I told them I was filing a report they hung up on me

  Business Response

  Date: 11/13/2024

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

• Initial Complaint

  Date:10/22/2024

  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.

  Hi I am disputing two transactions with Venmo. june 10, 2024 for $2354.30 June ******* for $1961.90 The person ****** ******** signed a sublease agreement to me and was living in my snata ****** apartment. She is trying to get money back from two months of rent she already lived int he building for. For the June 28th transactionthis was already refunded yet she is asking for the money to be refunded again! As you can see in my transaction history the $1961.90 was already refunded to Insessa the same day on 6/28 so this should not even be a part of the disc[ute as this was already refunded by me to the buyer! For the transaction on 6/10 for $2354.30- She paid me rent and this photo attached is proof that I paid the rent to my building on her behalf: the second photo attached shows a text message exchange showing she said she was sending me funds and I told her I paid the rent and she acknowledged this. This is the "goods and/or services" she said she did not receive which is false. I have proof for every transactions including the one on June 10 and June 28 as well as a sublease agreement. I filed a police report with the city of ****************** incident report number: 24-102971 and am currently filing a civil suit with ****** *********. Please email or call with any questions. **** ******** ************

  Business Response

  Date: 11/18/2024

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

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22454421
  
  I am rejecting this response because: you have not done anything to deal with the fradulant claim this woman is doing to me. I still have an outsanting balnce from a charge that was already refunded! Venmo is saying i still owe her the money even though it was refunded!!!!!! 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/28/2024

  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:10/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 10/16/2024 Amount: $2400.00 Money Transfer I was scammed by a hijacked ******** page and sent money through Venmo to purchase a car for my grandson from a person I believed I knew. I did check ******** to make sure she did not have any messages about being hacked or asking people not to accept new friends requests. Everything looked and sounded like her. I also noted that the funds were to purchase a car on both transactions. I have documentation of numerous transactions from the person who scammed me as well as several people and businesses he transferred from/to. They all clearly show fraud. All accounts that I have screen shots of are now closed. The one remaining account was still active this morning when I called Venmo. Had they been willing to listen, my funds might have still been available in that account. ********************** will not let me open a dispute. They should have had some sort of fraud detection to prevent this as it was so obvious. My husband helped me find many pieces of evidence in a few short hours. As a disabled person with multiple health issue this costs my saving, dignity and sanity. Venmo will do nothing but refer me to their terms of use which is horribly long and complicated for someone with my conditions. I am sure this is their hope to confuse and wear out their customers before they can truly understand the rules. If it werent, no one would ever use their service! The documents mentioned above can me sent at any time they might be requested.

  Business Response

  Date: 11/08/2024

  Dear **** Hope,

  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: 11/12/2024

   
  Complaint: 22440267
  
  I am rejecting this response because:

  Venmo had the opportunity to recoup my funds with the information I obtained but REFUSED  to listen or review those documents.  I have 140 pages following the funds to one account that was still open and active when I made the first phone call to Venmo.  Their direct email was a generic letter and flyer about common scams.  Neither of which addressed my concerns or the information I could have provided.  

  
  Sincerely,
  
  **** Hope

  Business Response

  Date: 11/22/2024

  Dear **** Hope,

  Thanks for getting back in touch with us. We appreciate another opportunity to look into this as we want our customers to know that their issues are taken seriously.

  We reviewed your experience once more and sent you a response via email which we hope will address your concerns. As always, you can reach Venmo via the Contact page on our website, and we will be happy to speak with you about your issues.

  Sincerely,

  **** *.

  Venmo

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22440267
  
  I am rejecting this response because:

  Venmo has only given a response regarding policy.  Nothing addresses the flaws in them or the reason to ignore evidence I could have provided on the obvious fraud. How can they improve so this is less likely to happen?  How can fraudulent accounts be identified sooner? I did it in just a couple hours.   Why allow the recipient to modify the memo of the sender?( the answer to the last is so it is possible for fraudsters to take away Venmos liability and the fraudsters, as well as Venmo, know it). I would like nothing more than to move on from this but I will not until they can satisfactorily respond with more than policy quotes.  

  
  Sincerely,
  
  **** Hope

  Business Response

  Date: 12/02/2024

  Dear **** Hope, 
  
  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:10/17/2024

  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.

  I sent $100 to my daughter for her birthday. Unknown to me she had dropped that account because she was locked out and could not reset her password. She created another account which I have since sent her money to. When I realized the mistake within minutes I jumped on to Venmo customer service to find that once it is sent it falls to the individuals to ask for a refund from the person. She can't refund me as she can't get into the account. ********************** obsolves itself of any ownership in this matter. The chat is all robotic, I called and was just sent from recording to recording even though their website says a team member will be happy to help there is never and option to speak with human. I then today sent another email which responded with the same response that there is nothing they can do.

  Business Response

  Date: 11/07/2024

  Dear ******* McCuin *********, 
  
  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:10/17/2024

  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 August 22nd I filed a dispute with Venmo because I had order a package from ********** for the amount of $84.7 and I never received my package even though it had shown as delivered. I have been working patiently with Venmo for over 2 months over this dispute. They first told me it would take 10 business days after that they said it would take no longer than 50 days and after the 50 day mark they said that they still have no information regarding the dispute and that it has been escalated to a different department and that they dont have no idea when itll be resolved. They keep giving me different dates and times and not sticking to them. They have no idea whats going on and isnt giving me any information on whats happening with the dispute. I would like a clear explanation and my money refunded to me. They told me the merchant which is ********** has 50 days from when I filed the dispute to respond and we are well over ************************************* information on when I will be getting one. I tried to contact ********** before I even went thru the debit card I used (Venmo) and they told me to contact my debit card holder to file a complaint. I would just like my refund.

  Business Response

  Date: 11/07/2024

  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:10/15/2024

  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.

  So I have a small sports supplement company which I've been running for a year or so a guy who I've dealt with on multiple occasions called me around day 7 after he made his order saying he wanted his money back I told him there was no refunds and his product would be there asap. The client went behind my back after knowing I was sending his product and filled a dispute which ok that's fine but I didn't even know he did it then Venmo went and took the money out of my account and gave it to him ! Ok I know they have the right to stop payments , freeze accountd and so forth but HOW CAN THEY BE A CIVIL COURT TOO!! They took like $320 out of my business account and left me with negative 320 and a frozen business account! This isn't even why I'm filing the complaint because I just stopped using my business account but my personal Venmo account still worked and believe me I tried not to use it if I didn't have too . So all the way till like 2 ,or 3 weeks ago it worked with no problem but then a client sent $250 dollars that was for my rent payment and they just decided to freeze my account so my money is locked in and I can't access it . So basically after they just taking money out of my account on the word of someone else without even hearing from me now there holding my rent money hostage using it as a way of blackmail to get me to pay my negative balance on my business account which I'm not gonna pay . I just want to know how they can do what a civil small claims court does being they aren't a court system....thank you for your time pls help me this isn't Right

  Business Response

  Date: 11/05/2024

  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:10/09/2024

  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 unable to log into my venmo account starting from 10/05/2024. I tried to reset my password through both email and phone number, I followed the link sent by venmo password reset, but all of them are unable to reset my password. It ends up with an error message "the password reset key is invalid or expired". I tried to contact the customer support with #********. The representative said it was fixed and has observed "I was able to locate that you were successfully able to log-in to your account on 10/06/24", which is not true. This also said, someone else is logging into my account and my balance is under risk. I hope this can be escalated and fixed ASAP since I am under a risk for financial risk now. Otherwise I have to find a legal help to protect my money and rights. Account information:email: ********************* phone: ********** Name: Peng ****

  Business Response

  Date: 10/30/2024

  Dear Peng ****,  

  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:10/09/2024

  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.

  I received a email today stating that I needed to pay 200 dollars to Venmo because my funds was not covered for a payment which is false because the 200 dollars was already paid and received by the person who I sent the money to so Venmo froze my account for a payment that Ive already made to a person

  Business Response

  Date: 10/30/2024

  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:10/09/2024

  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.

  complaints taken over the phone by BBB representative

   

  I set up a Venmo account and ********************** locked my account. Verifying identity fully as I would say three days ago, they kept my account locked but refused to specify the suspicious activity. ******** services also indicated that they would take 3 to 5 business days to resolve the issue. A week has gone by without accessing funds urgently needed for work, transportation, and saving lives.   

  Business Response

  Date: 10/30/2024

  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:10/09/2024

  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 created a venmo account years back and someone sent me money without my permission. At that time venmo was able to cancel the payment and I asked them to remove my account information. I have not used them in years but needed to transfer some money through a family member. I downloaded the app and was able to pay my aunt. When I tried to receive money from another family member it came over fine but I could not set up my bank. I attempted multiple times and eventually called for help. The service agent informed me they could not set up my bank account because they had my bank account on file from the old account. This struck me as scary because they have data on file about me which I asked to be deleted. I subsequently canceled this new account and had the money returned to my aunt. However when i asked for both of these accounts to be completely deleted the service agent said they keep data on file. This is not ok. I would like to have them remove all information about me as if I never existed with their company. This data is dealing with my bank account and debit card which are very important . I will only accept a response that this data has been completely removed from their database. It should not be that hard to delete information.

  Business Response

  Date: 11/05/2024

  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