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:08/29/2024

  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.

  They randomly froze my account, its been about two months since Ive been able to access my money. It all happened because a friend of mine sent me money, and they froze my account in hour after the money was sent. Ive been trying to contact them through Phone, email, and chatting on their app, and everybody is saying the same thing that they cant unfreeze my account right away and it takes time.I just got off the phone with ******* *. she had no knowledge of other supervisors, she told me that she was the only supervisor. And that nobody was higher up than her. After calling (Before getting in contact with *******) an employee there had hung up on me. I had gotten an email from another supervisor and asked ******* about it and she told me she had no clue who the supervisor was. She didnt know his number or anything. She was not very knowledgeable and not helpful at all.I just want my account unfrozen and I want to be able to access that money, I need to buy school supplies because school literally just started and Venmo has been holding my money hostage

  Business Response

  Date: 09/18/2024

  Dear Danielle *******,  

  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:08/29/2024

  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.

  I was paid money through Venmo by a friend and once payment was received they froze my account siting fraud. I have read their rules and regulations and have only accepted payments from friends and family. Only 1 was from a person I sold something to but they sent it as friends and family and not goods and services. However, that person did not ask for their money back and have since not heard from them. They stated no factual and actual reason why my account was closed, but to read their rules. I spoke with an attorney and they too said I have not violated any rules or regulations but they are still withholding my money. I had requested a formal response as I had escalated this issue to upper management, which was 2 months ago and still have not heard back.

  Business Response

  Date: 09/18/2024

  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: 09/18/2024

   
  Complaint: 22212476
  
  I am rejecting this response because: I have contacted several times to no avail. I was and never have been given any explanation other than you violated our rules when clearly no rules or regulations were ever violated. I have spoken to several customer service **** who were absolutely no help, EVER. Always they'll forward my complaint to a supervisor who will get back to me. Even when I ask for a phone call, no phone call just an email with an extremely vague reply that no changes will be made to my account and that its still frozen/locked for violating your rules and regulations. Again, no explanation of what rule or regulation I violated. Just to tell me to read them again. I have even gone as far as printing them and taking them to an attorney friend with print outs of all transactions that were done and received by me. To which their response was confusion and that they're not finding what rule or rules I have broken. Other than the fact that I didn't sign up for your credit card and that you're not making any money off of me so your answer is to put a freeze on my account and just lock me out hoping that fees or something happens to show you were justified. News flash, it won't and NEVER will because all but 1 payment accepted were from friends and family. The 1 payment that wasn't was from someone I sold something to from a marketplace app and have never heard from the person ever again, meaning they obviously are still enjoying what I sold them and have NO complaints about it. So your rules and regulations that "violated" never even existed and is just an excuse for you so you can close my account because I'm no good to you if you can't make money off of me. Absolutely sad and pathetic.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/29/2024

  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:08/29/2024

  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.

  The issue is is that Venmo has frozen my account since February 19, 2024 with my funds in which they promised to refund me and that it could take up to 180 days which would have been 8/19/2024 which was confirmed by Venmo support. They sent my account to be reviewed by Support Specialist and I received an update stating my account is limited and they would be holding my monies until further notice.

  Business Response

  Date: 09/20/2024

  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
  
  

• Initial Complaint

  Date:08/29/2024

  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.

  Venmo has wrongfully suspended my account with ***** in it. My account was suspended for no reason at all. You can contact the other person who have been sending me money that is a long time friend. This is unfair to me because I have a lot of money inside of my Venmo account that I wont be able to get for 180 days. I have done nothing wrong at all and feel as if this is a wrongful termination. I would love to show bank statements and anything possible to get my account back or at least my money.

  Business Response

  Date: 09/18/2024

  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: 09/19/2024

   
  Complaint: 22212337
  
  I am rejecting this response because: my account is still not unfrozen even after I provided all documents and have agreed to have all my information checked and payments reviewed. I need to get my account checked instantly my a specialist and a supervisor.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/25/2024

  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:08/28/2024

  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.

  The date of the transaction was 08/26/2024. I received a payment via Venmo for caregiving services I provided during the previous three days. The sender did send payment to my Venmo account, an account which I hadn't used in a few years. However, I was not able to connect the account to my bank, apparently because independent verification service (Plaid) did not recognize my current information. I have changed passwords with my bank, with Plaid and with Venmo to no avail. The problem, at this point, is that I am locked out of said Venmo account. Via AI, ********************** is asking me for bank statements and my valid ID. However, this is a moot point if I cannot access the account. I have spent 12 hours over the past two days on this, trying to reach a live person at Venmo. My research (mostly on Venmo's "help" forum), leads me to understand that not only can I not access the payment sent to me, but that the sender also cannot cancel the payment and recoup her money. There seems to be no answer as to what happens to this payment given the current quandary. I just want to speak to a human being who can get me back into my Venmo account and connect that to my bank. I have a bit of an email chain from Venmo, but, again, I think it's all AI. It just keeps asking for further personal information to connect my Venmo account with my bank. There is no recognition of the fact that I can't even get that far, because I can't access my Venmo account! I cannot even sign up for a new Venmo account, because my name, email address and phone number are still the same, and that information seems to have been saved in that app. Despite changing my password numerous times, nothing worked. I would very much appreciate help with this, because this business has been 100% unresponsive for nearly three days. If I didn't desperately need this money for gas, parking and a few groceries, I'd just delete them and complain on social media, but this also affects the sender. Thank you in advance!

  Business Response

  Date: 09/20/2024

  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 PayPal website.
  
  Sincerely,
  
  PayPal
  
  

• Initial Complaint

  Date:08/28/2024

  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.

  Dear Better Business Bureau,I am writing to express my deep dissatisfaction with the customer service I received from **********************, specifically regarding a dispute I have with a seller who has failed to provide the agreed-upon services.On 8/15/2024, I initiated a Venmo payment to *********************** for $100.00 in exchange for instagram promotion. The ** promo was with *********************** as his verified ** account I have been messaging is scottstorchofficial which is verified. Unfortunately, despite multiple attempts to contact the seller, I have been unable to receive the promised services.I have already filed a dispute through Venmo's platform, but the resolution process has been extremely slow and frustrating. I have attempted to follow up on the status of my dispute, but the customer service representatives I have spoken with, including Agent ***** and Supervisor Boj, have been unhelpful and dismissive.Agent *****, in particular, was extremely rude and unprofessional during our conversation. He interrupted me repeatedly, spoke to me in a condescending tone, and refused to provide me with a supervisor when I requested one.Supervisor Boj was also unhelpful. While he acknowledged my concerns, he was unable to provide a specific timeline for resolving my dispute. Given my financial hardship, this delay has caused significant inconvenience and stress.I have attached a copy of my Venmo transaction and correspondence with the seller as evidence on the Venmo dispute. I also reached out to the seller today 8/28/2024 as he said he can't refund yet I have not received the service he was going to provide. I am requesting the Better Business Bureau's assistance in resolving this dispute and ensuring that Venmo provides adequate customer service to its users.Thank you for your attention to this matter.Ticket # for ***** is ******** Boj Ticket # is the same as *****. Sincerely,*************************

  Business Response

  Date: 09/19/2024

  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
  

  Business Response

  Date: 09/19/2024

  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
  

  Business Response

  Date: 09/19/2024

  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:08/28/2024

  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 was recently involved in a Venmo phone scam. As soon as I realized I contacted Venmo and told them about the unauthorized transactions. They filed a dispute on my account and told me they couldnt stop the payments and I had to wait 10 business days. In the meantime I contacted my bank changed my cards and it was decided to put a stop payment order to Venmo due to the scam. I checked with my bank multiple times to see if transactions went through and they didnt. I get multiple emails from Venmo saying my **************** account had stopped payments to Venmo and they were covering the charges which put my account in the negative and they also took money out of my Venmo account. If they checked my account Ive always been in good standing, offered their credit card and had an active dispute on file. I shouldnt be responsible for these charges when I took all necessary actions due to a scam.

  Business Response

  Date: 09/18/2024

  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:08/27/2024

  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 8/27/2024 I did business with someone through Venmo for $600 they were purchasing an iPhone 15 pro max through me. Once money was sent I immediately tried transferring fund to my ( cashapp ) debit card it was declined . Shortly after I received a email stating my account was suspended due to unusual activity which no unusual actuality occurred I reached out to support stating I need the issue resolved ASAP they couldnt help .

  Business Response

  Date: 09/17/2024

  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:08/27/2024

  Type:Sales and Advertising 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.

  Hello Ive talked to someone about creating a account and what gives how come when I try and use my phone number to create a account I cant because Ive went over the limit of create my account four times and when Ive spoke to someone from Venmo customer support they told me I cant make my account till the end of September? Ive never had this many issues create accounts with my phone number you guys are just as bad as cash app I wont be using you guys anymore either

  Business Response

  Date: 09/17/2024

  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
  
  

  Customer Answer

  Date: 09/17/2024

   
  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,
  
  *********************** ******

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair 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.

  On March 10, 2024 I opened a business account on **********************. I uploaded my driver license and went through all their setup procedures. The last email from them said my business account was good to go. But, they froze my personal account at that same time. They never sent any emails about the freeze. I never noticed it because I had not used the app since March. Now I am getting the run around that I need to follow the original instructions in the email that I never received. They have no way to contact the Account Specialist and it will take them several days to contact me. This is unacceptable. I need to send money to a friend now, not several days from now. I have called, emailed, and chatted, but help. The last call said he would flag the request so they would get back to me quicker. This is still unacceptable. Beware of Venmo.

  Business Response

  Date: 09/17/2024

  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

  Customer Answer

  Date: 09/17/2024

   
  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,
  
  ***********************