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:09/25/2024

  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.

  I've been a member of Venmo since 2022 and I've never done anything illegal on the app. All I do is send money to my bank or to friends and family. Recently, I received a direct deposit, transferred some money to my nephew, and then tried to send $465 to my bank, only to find out that my account was deactivated. I was told that my funds are being held for 180 days, which is the money I was going to use for my groceries. I can't wait 180 days just to get my money back. I've provided them with all the necessary documents to verify my identity, and now my account is deactivated with no explanation. I have made several attempts to reach them with no results. I feel like I'm going around in circles. It's unfair for a business to hold my money for this long. If they don't want to do business with me, that's fine, but they should give me my money back and I'll take my business elsewhere.

  Business Response

  Date: 10/16/2024

  Dear Odalie Jean, 
  
  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: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22338974, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Odalie Jean

• Initial Complaint

  Date:09/25/2024

  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 am writing to file a complaint regarding a recent issue I experienced with Venmo.On 09/23/2024, I was charged the following:- 09/23/2024: Venmo Debit Payment: -$45.00 - 09/23/2024: *** Fee (Venmo): -$27.50 - 09/24/2024: Venmo Retry Payment (ACH Withdrawal): -$45.00 I filed a dispute because I was charged twice for the same transaction and was then hit with a $27.50 *** fee. While Venmo refunded the *** fee, I later received a call from the person I paid (my lawn service provider), stating that Venmo had contacted him and placed a hold on his funds. This situation has nothing to do with him, and I feel it is completely unfair that he is being impacted by this error.When I contacted Venmos customer service, I explained the situation to a supervisor, who informed me there was nothing she could do. I requested to speak to a manager, but was told they do not take calls. I then asked for the department responsible for handling transactions, and again was told they do not take calls. When I insisted on speaking with someone higher up, I was informed that there was no one above the supervisor available to assist me, which I find hard to believe. Every company has a chain of command, and yet I was denied the opportunity to speak with someone who could actually resolve this ******** make matters worse, the supervisor stated that if she didnt care, she wouldnt have filled out a form to release the funds. While I appreciate her completing that task, it is part of her job regardless of personal feelings. It is unacceptable that Venmo refuses to provide access to managers or higher-level support for customer disputes.I have never encountered a company where managers are not required to address customer concerns, and I am extremely dissatisfied with how this situation has been handled.I am requesting your assistance in resolving this issue. Thank you for your attention to this matter.

  Business Response

  Date: 10/17/2024

  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:09/24/2024

  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 won ***** on a online casino, transferred the money to my venmo account on 9/13/2024. I could only transfer so much a day/weekly when the available balance got down to ****** they froze my account and won't give me access to my money. They said they can't tell me why, and won't reply to emails. They said "maybe" it might be released in 180 days. PLEASE HELP

  Business Response

  Date: 10/15/2024

  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:09/24/2024

  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.

  I am submitting a complaint regarding the permanent restriction placed on my Venmo account. ********************** provided an unconvincing reason, stating there was "suspicious activity" on my account. However, I have only ever used my account to send and receive money with friends and family, as well as to pay businesses that accept Venmo as a payment method. There has been no unusual or inappropriate activity on my account whatsoever. This issue is causing significant hardship for my family. My husband is in the military and is frequently deployed, and Venmo is our primary means of transferring money while hes away. This disruption has impacted our ability to manage daily expenses, especially for our children, and has caused unnecessary stress during an already difficult time. Despite reaching out to Venmos customer service, I have not received any real assistance or resolution. I kindly request immediate attention to this matter, as it is directly affecting my familys well-being.

  Business Response

  Date: 10/15/2024

  Dear Melissa Lawrence, 
  
  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: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22328769, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Melissa Lawrence

• Initial Complaint

  Date:09/24/2024

  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.

  For the past 180 days, I have noticed that a significant amount of my funds has been held without any clear explanation. This situation has caused me considerable inconvenience, as I rely on Venmo for my daily transactions and managing my finances. I understand that there may be security protocols in place, but I believe it is essential for users to be informed about the reasons behind such actions. I kindly request a detailed explanation as to why my funds have been withheld and the steps I need to take to resolve this issue promptly.I appreciate your attention to this matter and look forward to your swift response.Thank ******** regards,

  Business Response

  Date: 10/16/2024

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

• Initial Complaint

  Date:09/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a good standing account with ********************** over a year. Send payments, took payments, used the app for its intended purposes. And then I get a payment of $500 and then $300 and since those two payments Venmo has been doing everything they can to steal it from me and their customers service **** keep giving me the run around

  Business Response

  Date: 10/15/2024

  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:09/23/2024

  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 suspended my account for no apparent reason, they did not give me any notice of this until I logged in one day and could not access my account. I dont usually use Venmo very often, but Ive been having somebody in my account for the last two years and then it was suspended by Venmo, even though Ive reported the issue of somebody trying to log into my account and continuously changed my password.I have reached out to Venmo customer support and never received anything back about reinstating this account so now were gonna take it through the BBB :)

  Business Response

  Date: 10/21/2024

  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:09/23/2024

  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 received an email ***ising my Venmo account was frozen and I owe ******. I have a negative balance because they couldn't get my debit card to work. If I don't pay I will be sent to collections. My friend had sent me money and I did not even add it to my bank I sent the balance right back to her so I did not keep any of it. Venmo *** on their chat which of course won't let me take pictures that they see I do not owe the mo ey being disputed. They will not let me dispute the charges and say it is whatever the bank disputing decides is what I have to pay. Even though I do not owe and Venmo recognizes this they are still trying to collect ****** from me and will not help me. I should not be sent to collections over these scams they are running. My friend would even verify this information to Venmo and sent them an email from her account and they won't listen. You can see in one photo the amount sent to me by a friend and the amount I sent to her. Now Venmo is stealing an additional ****** from me.

  Business Response

  Date: 10/13/2024

  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:09/23/2024

  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 had been receiving emails from Venmo telling me I had received payments to my account. I received the payments no problem. But at some point the emails came but the money stopped going into my account. When I contacted support they told me it was or could be because my email was not verified. They told me the money gets cancelled and sent back to the sender after 30 days. But I had gotten the last two emails before 30 days. They didn't offer any resolution other than if I had questions to contact again. Obviously support should know how to fix this so it doesn't happen again I have lost out on a lot of payments. I know my email was verified at some point. But if that wasn't the case why are they continuing to send me sensitive financial information? Emails with my account data. As well as let other prior transactions to go through. I spoke with support about something else two years ago when transactions were going through. If it was unverified why didn't they catch it then? I thought my email was hacked because another venmo user accidentally sent and then was refunded a large amount of money. Support took care of that but never mentioned anything about my email not being verified. I do have memory problems from head injuries but I have most of the emails about this. Matter of fact I remember I verified it because I hadn't used an email with Venmo for a long time, only my phone number. I needed to add it which I did and had to verify.

  Business Response

  Date: 10/18/2024

  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

• Initial Complaint

  Date:09/20/2024

  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 is holding my payment from my employer and I need my money to get to work and pay my bills.

  Business Response

  Date: 10/21/2024

  Dear Nikkima ******, 
  
  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