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:08/22/2024

  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.

  On August ******* my Venmo account was suspended, and the money I have has been frozen. The company sent an email with instructions on submitting a document to verify my identity and it has now been 2 days and I have no response, I have a need for the money in my account. I call customer support and there is no option to speak to a live operator, the recording suggests that you follow the prompt on the email and chat with a virtuoso assistant who also circles back to the email instructions. Bottom line is I need to hear back from them and get my money back, they did not offer an explanation as to why they even froze the account in the first place.

  Business Response

  Date: 09/11/2024

  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:08/22/2024

  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.

  This is now day 14 of communication with Venmo about a frozen account. My sister, ***** ******, sent me $250 back on August 8 as I'm a teacher who doesn't get paid til the end of August. Venmo "froze" my account refusing to release funds because of an ALLEGED transaction from February, more than 6 months ago. I have repeatedly asked for documentation and evidence of this claim and received nothing; nor an explanation of why it's taken 6 months and how it is even possible. They've refused to return the 250 to my sister, as it is HER MONEY, regardless of their mistakes dealing with my account. Thank you for any help you can be as no one should do business with Venmo, or PayPal

  Business Response

  Date: 09/11/2024

  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:08/22/2024

  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 originally sent Bitcoin to my wallet on venmo on the 17th of AUG., I did not realize the account was suspended, which they will not even tell me why it's suspended, I then realized that the account was suspended and am trying to move the *** to a different wallet but they will not allow me to do so because the account has been suspended for years now. so there solution to all of this is to "sell" the *** which will first cover the 200$ they are saying i owe them from years ago which I have absolutely no knowledge of. They accepted this *** payment to my venmo *** wallet while the account was in the suspended state. They should have to allow it to be moved to an external wallet and not hold my money hostage because of a past issue I have no knowledge of. I don't know if this is illegal but it sure sounds like it could be to me. I've contacted support who then tells me I have to be transferred to an "account specialist" and I have to wait for said specialist who replys to me on there timeline, so I can't ever speak to them in real time. they respond days maybe if I'm lucky sometimes hours later, but by the time I realize they responded they are no longer in the chat so the process repeats it self and nothing gets accomplished. I have tried countless times to rectify this. I just want my 300$ that was sent to my *** wallet in there custodian possession sent off chain to a different wallet. very simple, and unbelievable that my money is literally being held hostage. I don't want to sell the *** because then I would take a loss as I buy this for investment purposes. so there solution of selling this off does not work for me. I want to hold it in a different wallet.

• Initial Complaint

  Date:08/22/2024

  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.

  Venmo has illegally and fraudulently withheld 24% tax withholding for the *** in spite of the fact that these are reimbursement for childcare expenses from my soon-to-be ex-spouse. I do not sell goods, I do not offer services for money. In spite of explaining this to Venmo ad nauseum, the have not reimbursed me for this fraudulent withholding and instead sent me a copy/pasted note within the email indicating they are correct in withholding funds for goods and services and will continue to do so. As stated above and to Venmo dozens of times, I do not sell goods. I do not offer services. This is child-support related reimbursement from my husband from whom I am separated. It is unlawful to withhold funds for child support and child cost reimbursement between spouses and ex-spouses. Currently, Venmo has fraudulently withheld 24% of a transaction from 5/25/24 and from 2/22/24. The amount with held from each transaction was $62.40 and $74.88 respectively. Additionally, per the Venmo emailed response after supposedly getting "accidentally" connected, Venmo had defended their actions and continues to insist I am a vendor of goods and services. To compound the frustration, they have indicated they will continue to do so!This ordeal continues to be frustrating and fruitless. I am implore the BBB to step in so that this situation can finally be resolved as is clear that numerous phone calls, the submission of "help" tickets, and email exchanges are going to continue to provide me nothing but frustration.

  Business Response

  Date: 09/14/2024

  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:08/22/2024

  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 ******* my Venmo account was suspended, and the money I have has been frozen. The company sent an email with instructions on submitting a document to verify my identity and it has now been 2 days and I have no response, I have a need for the money in my account. I call customer support and there is no option to speak to a live operator, the recording suggests that you follow the prompt on the email and chat with a virtuoso assistant who also circles back to the email instructions. Bottom line is I need to hear back from them and get my money back, they did not offer an explanation as to why they even froze the account in the first place.

  Business Response

  Date: 09/11/2024

  Dear ****** ******* *****, 

  My name is ****, and 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 **************************************** if you have any questions or concerns or if we can be of further assistance.
  
  Very sincerely yours,

  Venmo
  
  

• Initial Complaint

  Date:08/22/2024

  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.

  Venmo will not let me withdraw money from my account. I've been trying to withdraw for over w weeks now.I've verified my ID and other information. I've uninstalled/reinstalled. I reached out to customer support and get some nonsense response.I have money on the app that I want to withdraw, and they're refusing to let me have my money.This is no different than theft.I need my money immediately so I can close my account.

  Business Response

  Date: 09/27/2024

  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:08/22/2024

  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.

  Venmo *** is freezing consumer accounts and keeping their money froze with no way to access their money or any help in recovering their funds. On August 10, 2024 I received payments and my balance of $117 I tried to transfer to my own bank card and was told my account was frozen. My account has been verified with ID from when I opened the account. They are claiming they need my ID so I sent my ID and bank card pic showing the card I was transferring to was my own as well as **** of my identity. They have not got back to me and there are thousands of complaints on ******** about them holding people funds and not giving them access to their money. I need Venmo to unfreeze my verified account and ********************** card to get access to my funds! Their customer service is useless and they tell you to email them docs just not to get back to you!

  Business Response

  Date: 09/10/2024

  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: 09/10/2024

  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: 09/10/2024

  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: 09/10/2024

   
  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. They have finally released and deposited into my Bank of America account the funds that were due to me in the amount of $117. That is all I wanted as a resolution.  I would like noted that  I did have to release to them my bank routing and account number in order for them to deposit my funds.  I would like that  detail noted ,in case of any unauthorized activity stemming from VENMO in the future using my bank account details. As I no longer have trust in this company and do not wish to do business with this company any longer. I would also like to note that there was no unauthorized activity. I received money from a person and they froze my funds. The acct only had  a few transactions on the account , all sending, and it wasnt until I received money that they chose to freeze my funds. I dont know how VENMO conducts their investigations but maybe they need to go after the real bad guys and not law abiding citizens who work hard for their money. Nevertheless, I would not recommend  the  company to anyone ever. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 6th I reached out to Venmo to file a dispute due to my card being compromised. Of course, due to the card being compromise, they canceled that card and re-issued me a new one. I was asked to confirm the address on file. I confirm the address for my home in ******* and it was told that my card should arrive to me within 10 business days. I go to school in ******** today. I flew back to ******** today seeing my card didnt arrive within the time frame before I left. I reached out to Venmo today to have them Send me a card to ********. Last night I had added the address that I stay at in ******** while Im in school that way when I reached out to Venmo today, they could just send it to that address. When I reached out to Venmo today, the representative confirmed the address in ******** and then proceeded to tell me thats where the card was sent For the simple fact, a previous card had been sent to that address. How can a card be sent to an address that I didnt even confirm that it be sent to yet alone that Address wasnt even added back to the account until yesterday 13 days after the card was apparently sent out. I dont care if previous card had been sent to that address when I filed this dispute and had a new card sent to me not only did I confirm my address for ******* that Kentucky address was not even on my file at the time because I had removed it when I went back home to ******* for the summer. So someone needs to explain to me how I confirmed that this card be sent to me in ******* however, it was sent to an address that was not on file

  Business Response

  Date: 09/10/2024

  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:08/21/2024

  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.

  On July 23rd I paid my relative $4057 for bills he was behind on as his wife is in the hospital after a brain aneurysm. Venmo proceeded to cease the money with zero explanation as to why. It's now 08/21 and they still have not released the money. This is theft. My Venmo account is now locked as of this morning. Please help.

  Business Response

  Date: 09/05/2024

  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
  
  

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22173047
  
  I am rejecting this response because:

  It is impossible to get in touch with anyone at Venmo that has any authority to do anything.  I have ***** email chains that have gotten me nowhere.  Probably ***** hours spent on the phone with useless "help desk" people that have no authority to do anything or give you any meaningful information.  They will tell you that you CANNOT contact the fraud department directly.  Only emails (see email comment above). There has never been any fraud by me or the intended recipient of the money.  This is all a contrived pile of manure to keep my money. Venmo is refusing to give the money to either myself or my cousin ***** ***** who was the intended recipient.  They have stolen my money and refuse to give it back.  This is pure fraud.

  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/17/2024

  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: 09/19/2024

   
  Complaint: 22173047
  
  I am rejecting this response because:

  This second response is as useless as the first.  Allegations of fraud are made with zero evidence.  I still am unable to contact a human being to discuss this, They will not call me to discuss this.  Until my money is returned (or the money is given the intended recipient), I will not close this complaint.  I (or the intended recipient) have never engaged in any fraudulent activity is any way shape or form and any claim to the contrary by Venmo with NO proof is pure fraud on their part.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/24/2024

  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:08/21/2024

  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 12, 2024 a friend of mine on ******** posted items for sale. I reached out to her via ******** Messenger to let her know I was interested in three of the items. I asked her questions about the items and she answered back. She asked for a 30% down payment for each items cost to hold the items until we could set up a time to look at them. She asked if I had Zelle or PayPal and I dont, so she said we could use Venmo (that is was I had) because her cousin could receive the payment. She provided her cousins name and last four of her phone number. I made the payment and after a short time wasnt feeling good about it so I tried to stop the payment, but couldnt. I called my bank right away and they said it was between me and Venmo. I called Venmo and they said they couldnt stop the payment but entered a dispute that would take up to ten business days. They denied it five days later. Reason being that the transaction goes with my history of transactions, however I have never paid this person or any other person $930 on Venmo. I did request the documents they used for my dispute, but havent received them yet. Venmo never asked me for the ******** post and or the conversation I had with this person. I feel that should have been done before denying my dispute. I also feel that Venmo should have better practices in place when they are alerted about a scam.

  Business Response

  Date: 08/23/2024

  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