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:09/18/2024

  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.

  On 9/14/2024 I received an email stating my account was suspended through Venmo. I was completely unaware of this and any confusion from Venmo. I don't recall any fraud activity. I currently have $1,239 in my Venmo account that I cannot access because Venmo has suspended my account. This money is owed to me from work I've done for my customers. I am self-employed and provide a handyman service. The money currently in my Venmo account is money owed from previous jobs I've done. I cannot transfer the money from Venmo to my personal bank account because ********************** has suspended my account and limited access to MY money. I have called both Venmo and PayPal about this problem. Venmo states they are partnered with PayPal and also have a part in this matter. I have emailed every day, and no one has responded to me about this with a solution. I ask for supervisors, and someone always says they can only communicate through email. I will file a legal suit about this because this is becoming a hardship for me. As of today 9/18/2024, nothing still has been resolved and i still and currently waiting to receive the money out of the Venmo account.

  Business Response

  Date: 10/11/2024

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

• Initial Complaint

  Date:09/18/2024

  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.

  I was randomly sent $990 by one of my Venmo friends. That friend then messages me through Venmo saying they accidentally sent me the money instead of somebody else and asked me to return the $990, which I immediately did. Later that day this friend asked me why I sent him $990 on Venmo, this was the point I realized his account had been hacked. They were able to take the money from him and a deposit it into a bank account they had set up on his account, unknowingly to him. He was able to dispute this with his bank and get the money back. Venmo then attempted to deduct the $990 from my account, because the balance was not available they have since frozen my account so the balance I had on my Venmo account is now unavailable to me. I have reached out to Venmo support multiple times and they are unable to give me any resolution.

  Business Response

  Date: 10/09/2024

  Dear Jamie McHenry, 
  
  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:09/17/2024

  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.

  Engaged in a Venmo transaction March 14th. Due to a change with the recipient, the transaction was disputed in late June. This money was taken back fro menthe recipient and credited back to ***** early August I was notified by Venmo that the transaction had been charged back to me as a legitimate charge. The original recipient of the transaction as confirmed and provided documentation the funds were taken back and not re-credited. In this matter, Venmo is attempting to collect money that was never paid out. Have worked tirelessly to resolve this matter via multiple calls to customer service, and have provided all required / requested documentation on multiple occasions.

  Business Response

  Date: 10/08/2024

  Dear Raymond Schroeder,
  
  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 [email protected] if you have any questions or concerns or if we can be of further assistance.
  
  Very sincerely yours,
  
  Global Customer Complaints & Advocacy
  PayPal
  
  

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: 22301237
  
  
  
  I am rejecting this response because there is no proposed solution or explanation. Venmo communicated directly with me and indicated the problem is with the issuer of the Venmo credit card (Synchrony), but Synchrony has responded saying this charge-back was initiated by Venmo. In either case, be it Venmo or the card issue, both are still Venmo branded entities, each blaming the other.
  

  Business Response

  Date: 10/14/2024

  Dear Raymond Schroeder,
  
  I am writing on behalf of PayPal, Inc. in response to your complaint. 
  
  My review determined that this complaint was not submitted on your behalf but on behalf of another PayPal account holder. 
  
  Due to PayPal's strict Privacy Statement, I am only able to address account information with the account owner. As a result, I 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.
  
  Please feel free to contact PayPal's Office of Global Customer Complaints & Advocacy at [email protected] if you have any questions or concerns or if I can be of further assistance.
  
  Very sincerely yours,
  
  Global Customer Complaints & Advocacy
  PayPal

  Customer Answer

  Date: 10/16/2024

   
  
  Complaint: 22301237
  
  
  
  I am rejecting this response because it is not a proposed solution. I was contacted directly by Venmo who indicated the charge-back was initiated not by Venmo, but by the issuer of the Venmo Credit Card (Synchrony). In separate correspondence with issuer of the Venmo Credit Card (Synchrony), they indicated the chargeback WAS initiated by Venmo. Essentially, there are (2) Venmo branded companies, each blaming the other, for a charge both have acknowledged is not legitimate, was never paid to a recipient but still billed to my account.
  
  
  
  Sincerely,
  
  
  
  Raymond Schroeder

• Initial Complaint

  Date:09/17/2024

  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.

  My Venmo account was frozen because I went to the gas station to buy cigarettes they said it take 4 to 5 business days for them to fix my account I am in need of this account as they have money on

  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:09/17/2024

  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.

  A Venmo advertisement stated a spend $1000 receive $250. After signing up for and completing the requirements to receive the reward, the company will not issue it. On my initial call I was told the money would be in my personal bank account on September 13, 2024. I did not receive the reward and now the Venmo representatives are stating the reward is $200 and that I do not qualify for the reward anyway. I have spent over $1000 with Venmo in the time period and do qualify with their initial terms and conditions. My partner has the same credit card and used the same offer and did receive the $250. This shows they are lying about the reward money offered. Their company is lying to the public in their advertisements, by changing the amount of the reward on a per customer basis, and then is attempting to not pay what is owed to their customers. Please look into this company. It is too large to be conducting business this way.

  Business Response

  Date: 10/09/2024

  Dear Ethan Mollet, 
  
  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:09/17/2024

  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.

  Had $120 deposited into my venmo account I have never had a problem within Motel now soon as I deposit it I was trying to transfer to my time card where I could pay my bills and instead of telling me before I try to transfer anything they froze my account after I had transferred the money to my other card now they won't let me get my money back so what they're doing to people is you can put money in there they free it in your account where you can't touch it and they're taking it all I want them to do is give me my money back and close my account after that that's all I want but this ain't you know unusual for them I've heard a lot of people saying they've been doing this lately I just want my $120 back and that's it

  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:09/15/2024

  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.

  I regularly get my Venmo card flagged for fraud for simply using it. I am asked by Venmo to resolve potential fraud on my account constantly. I was flagged as fraud two nights ago and resolved it over the phone. I made a few more transactions the next day and it flagged again. This time when I called I was asked to take a video of myself and send a copy of my driver's license. I said this made me feel uncomfortable as I don't want a company to have a video and photo of me and my ID. As I was trying to express why I was uncomfortable with this, the ******** kept interrupting me, so I asked her to stop talking over me. The exchange was unprofessional and frustrating. She said she would note my account of my frustration.I eventually got off the phone and called back. This ******** said there was another option, which was to hang up and call from a different number, and this would resolve the fraud issue without me needing to send a video of my identity or me waiting for two weeks for a code in the mail. She said she would note my account that I would be doing this and they would wait for my call from another ********* I did this. But it turns out this wasn't true. Since my interaction with the first ******** was so bad, I believe she left notes for the next person to get my call to give me false instructions to waste my time to "teach me a ******* as the next ******** said the option to call from a different number is never and has never been an option. I would like Venmo to review my last few calls and take action on the inappropriate and unprofessional behavior of their call center staff.

  Business Response

  Date: 10/07/2024

  Dear Nicole Huynh,
  
  My name is Anne, and I am writing on behalf of PayPal, Inc. in response to your complaint. 
  
  I understand your complaint is regarding the Venmo Credit Card, which is offered by Synchrony Bank. Synchrony Bank is the appropriate entity to address your complaint. For your convenience, I have provided their contact information below as well as forwarded your correspondence to our bank partner Synchrony for further review and follow up.
   
  Synchrony Bank customer service can be contacted by phone at 1-855-938-3684 or by mail at:
   
  PayPal MasterCard 
  P.O. Box 71726
  Philadelphia, PA 19176-1726
  
  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 [email protected] if you have any questions or concerns or if we can be of further assistance regarding your PayPal account.
  
  Very sincerely yours,
   
  Anne
  Global Customer Complaints & Advocacy
  PayPal

• Initial Complaint

  Date:09/14/2024

  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 9/8/2024 I was talking to a friend on ******** about 4 ****** ***** tickets she had and I was going to purchase them at $500/each. I sent the $2,000 to her via Venmo. She suddenly disappeared from the conversation and her ******** account was deleted. It turns out her account was hacked and the person was running a scam. I also noticed on the persons Venmo account, that someone else had sent money for ****** ***** tickets before I did, but the person had stated that they only had 4 tickets. I immediately contacted my bank to stop the charge before it came out of my account and sent a dispute through Venmo (pictures of the conversation included) through their website since their customer service line was closed. My bank blocked the charge, but Venmo had already sent them the money, so they have now frozen my Venmo account and put the negative $2,000 balance on my account saying I need to pay them. I have called them and emailed back and forth for a week. All emails from them have been mostly unoriginal and copy and pasted script emails telling me that they are taking action against the other account but that I still am responsible for paying the balance. Now Venmo stopped responding to my emails and are refusing to credit back my account. I did everything they allowed to me to in order for it be stopped. I did not personally lose the money, Venmo did. They could easily put the negative balance on the other account, but have instead opted to come after me (the victim in this case). I do not see how this is taking care of their loyal customers and ********************** seems to more concerned with protecting the scammers and not getting involved than actually being a reputable company. I would like for them to put my account back into proper standing by crediting my account for the negative $2,000 balance and taking the proper action against the other account. Furthermore, it is my opinion that Venmo should be investigated for their unethical financial practices and policies.

  Business Response

  Date: 10/31/2024

  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:09/14/2024

  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 am writing to formally report an unjust deactivation of my Venmo account. ********************** has cited that the reason for my account deactivation is due to the number of disputes I have filed. However, I find this reasoning flawed, as each dispute I filed followed the proper process and required submission of valid documentation. Furthermore, these disputes were reviewed by Venmos Account Specialist team, as per their established protocol.Filing disputes is not a violation of Venmos User Agreement or its Payment Protection Program. The process requires valid documentation and a thorough investigation, and disputes lacking sufficient evidence are denied. I am confused as to how simply exercising my right to file legitimate disputesespecially when buyer issues are often unavoidablecan be considered a violation.The merchant I had ongoing issues with continued to cause problems over several months, and it would be unreasonable to expect me to ignore these legitimate issues. Venmos actions seem to imply that I should have let these issues persist, and now they have deactivated my account as a result. I believe this decision was made by their automated systems without considering the context or the validity of the disputes I filed.I would appreciate your assistance in having my account reinstated, as I believe this deactivation is not only unjust but goes against Venmos own policies regarding disputes and buyer protection.Thank you for your time and support.

  Business Response

  Date: 09/22/2024

  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: 09/22/2024

   
  Complaint: 22285307
  
  I am rejecting this response because: I have not received any email from them regarding my inquiry.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 09/30/2024

  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: 10/01/2024

   
  Complaint: 22285307
  
  I am rejecting this response because: I still have not received any email from them.

  I am trying to appeal the suspension placed on my account, so let me explain below.

  I hope this message finds you well. I am writing to formally appeal the recent permanent deactivation of my Venmo account. I believe the decision may have been made due to a misunderstanding regarding the number of disputes filed, and I would like to provide a complete explanation of the events leading up to this situation.
  
  On 07/31/2024, my Venmo account was initially suspended. I filed a complaint with the ************************************ (****) on 08/01/2024 in an effort to resolve the situation. On 08/06/2024, I contacted Venmo **************** and spoke with a representative named ******* *., who informed me that the suspension was due to both a high number of disputes and a teen account that had been registered under my account. The teen account was closed immediately on 08/06/2024, and ******* escalated the issue, along with the necessary information, to your Account Specialists for further review (Reference Number: 82063799).
  
  On 08/07/2024, I received a call from a representative from PayPals Global Complaints & ******************** whom I believe was named ********* She explained that the suspension was primarily due to the large number of disputes filed in July, and that in order to resolve the situation, I needed to provide documentation. I promptly submitted all the requested documentation on 08/08/2024, and as a result, my account was unfrozen.
  
  After the account was restored, I refrained from using my Venmo Debit Card until around 08/12/2024 or 08/15/2024. Unfortunately, I encountered another issue with an **** Eats order, where several items were missing, and after reaching out to the merchant directly, they informed me that I was not eligible for a refund. Consequently, I filed a dispute for this $32.95 transaction in accordance with Venmos Purchase Protection program. This was the only dispute I filed following the reactivation of my account.
  
  On 08/22/2024, I was contacted via email by an Account Specialist named ***** *., who informed me that my account had been deactivated once again for violating Venmos User Agreement. While I understand that disputes may have been a contributing factor, I believe the decision to permanently limit my account may have been made based on this single dispute, which I did not file with the intention of violating any policies. My understanding is that disputes are an appropriate course of action when an issue arises between a customer and a merchant, especially if the merchant is unresponsive or unable to provide a resolution. I believed I was following Venmos policies in good faith.
  
  I am sincerely requesting that my account be reinstated. I greatly value Venmos services and rely on this account as my primary financial resource. I assure you that I have no intention of filing further disputes or chargebacks in the future and will fully comply with Venmos User Agreement. I genuinely appreciate Venmos support and understanding in this matter, and I hope you will consider this appeal for reinstatement.
  
  Thank you for your time and consideration. I look forward to a positive resolution and would be happy to provide any further information if necessary.
  
  Sincerely,

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

  Business Response

  Date: 10/08/2024

  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

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22285307
  
  I am rejecting this response because: They still are not letting me appeal the freeze/suspension on my account. Like I said, I did not violate their User Agreement. I only filed one dispute for a transaction after my account was first unfrozen and theyre telling me that I violated their User Agreement for filing a valid chargeback against a merchant as I did not receive my item(s) in the transaction. They refuse to hear me out and I wish to speak to someone over the phone. This is ridiculous how I am being treated and Ive already filed complaints with the ************************************ and also you all (Better Business Bureau). Should this issue remain unresolved, I am prepared to escalate it further to the California Office of the Attorney General and the United States Federal Reserve.
  
  Sincerely,

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

• Initial Complaint

  Date:09/12/2024

  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 have had 70$ pinned up in an account for a long time now that I cannot access because I have a new phone number and debit card so I cannot prove my identity, I have tried very extensively to solve the problem on my own even sending there team multiple messages through there support FAQ. I dont know if itd be possible to sue at this point as its been several months of them absolutely denying my money from me after being provided proper documentation several times

  Business Response

  Date: 09/30/2024

  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