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:08/12/2024

  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 have an account that had the identity verified and received a payment to said account in the amount of $1,112.86 on 8/9. I chose to use Venmo specifically because it was already verified in order to prevent problems. Payment is from someone I personally know & we were friends on Venmo. I speak to him almost daily. I attempted to do an instant transfer, this was not allowed. I did a bank transfer for $550. These transfers take 1-3 business days, so I used the account throughout the weekend via ******************* for have food. The transfer was blocked this morning 8/12, & I was asked to verify my identity. I sent in the docs & reached out to ask if they could be looked at, especially as I was already verified and should not have had an issue. I sent in ******* bank statement. Looking through similar issues online, a lot of people that seem to have their account frozen and were not able to access their money ever. I have been told there's nothing that can be done to look at it, the **** that can work it is not accessible, and given no descriptor of what activity appeared fraudulent. I haven't received an update or notification my information was received. I'm concerned I'll either live in this purgatory of losing what is now $923 sitting in frozen funds or I'll have it unfrozen and try to use the service exactly as it's described to work and then have it happen again. I followed all the processes as required before receiving the money, and after having my account suspended. I am scared I will lose this, and I literally do not have access to food because of it/until it is resolved.

  Business Response

  Date: 08/19/2024

  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 PayPal website.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:08/12/2024

  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 tried purchasing tickets with funds going through Venmo and NEVER received the tickets, the other party scammed me, taking my money and not giving me my tickets. I reported it immediately upon discovery and opened a dispute with Venmo but they refuse to correct the problem and refund the money. Their communication about the risk is insufficent and hidden just to cover their back. I didn't see it until they responded to my dispute. Scamming is such an issue that Senate is investigating these platforms. Venmo refused to correct the issue and was poor and slow to respond and never gave a good answer. They don't even have disputes viewable in their online platform, only the app. They should have a mandatory 24 hour waiting period for fund transfers to protect consumers.

  Business Response

  Date: 08/25/2024

  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:08/12/2024

  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.

  Hello, My name is ***************. [email protected] recently noticed and reported fraudulent activity on my Venmo account. I reported the activity as soon as I noticed it on Aug 7th, but today, Aug 12th, I received notification that all of my cases for each transaction were denied on the basis that the transactions matched that of my payment history. These payments were not authorized by me and I am completely unaware who any of these recipients are. I have asked Venmo to re-open the cases and provide me details of their investigation, but its absurd that these transactions would not be recognized as fraudulent. Im unsure as to how my transaction history would validate other 1st time transactions that were not made by me. The logic employed here is flawed and has resulted in the loss of a lot of money for me and my family. Any assistance would be appreciated.

  Business Response

  Date: 08/19/2024

  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:08/12/2024

  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.

  I made a private sale through their service on July 16th of this year. The buyer, in attempt to scam me, filed a chargeback through their service. Despite overwhelming evidence that the buyer both saw and confirmed the items, agreed to the sale, and sent me the money after seeing the items, they chose to ignore the proof and to award the buyer a refund.

  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
  
  

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22130045
  
  I am rejecting this response because:
  Not only did I detail the communication prior the sale, his complains are unfounded and unjust and your business facilitated a scam on me, a private seller in need of money.   Your automatic belief of the buyer despite proof is despicable   

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

  Business Response

  Date: 08/27/2024

  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: 08/28/2024

   
  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:08/12/2024

  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 requested a replacement Venmo debit card on 6/30 and they said it was mailed out 7/4. It did not arrive after 10 business days as requested (and has never arrived). I requested a second card on 7/23, and they said it was mailed out that day. It has never arrived. I requested a third debit card today. They said it was mailed out. They will not track it and do not seem concerned that they are mailing out debit cards and they are disappearing. They refuse to do anything except tell me they are mailing another debit card every 2 weeks.

  Business Response

  Date: 08/22/2024

  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
  
  

• Initial Complaint

  Date:08/12/2024

  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 was paid by neighbor for mowing there grass so then I never got the money soon it hit my account thru froze it they asked for id I gave it to them 6 days later no one has responfed from company they keep telling me wait on team specialist it's been 6 days. All I want is the money im owed then j want my account closed.

  Business Response

  Date: 08/22/2024

  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
  
  

• Initial Complaint

  Date:08/12/2024

  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 had a Venmo account, my friend had called and asked me if they can send me money because their phone was broke, and they didnt wanna wait for a week your check to go through so their boss could send them money Venmo and they would send it to me if I could pull it out because they didnt have enough money to cover it if it was a check! I said yes Id be able to pull it out the atm after work! So after work I meet up w him give him the money I had on me and I think it was around 500$, then I said I would go to atm in about a hr after I got my kids calm down and ready for bed! Afyer thst I ended up meet him and given him the rest of the money that he sent! Later that night I guess he got into a bad accident! He is ok almost 4 months later he calls me tells me about accident bc I havent heard from him he tells me hr cant find his cash app card can he cash app me and Ill give him 20$ cash and pack of cigs, I tell him Ok the. When he cash apps me I send it to my Venmo, thats when I realized my Venmo account was frozen and negative ******** I look into it and they tell Me (Venmo) that he called and said he didnt send me to the money or something I ask him He says he never said that and how his Venmo account is frozen also? But Venmo when ur on hold it says u cant get a refund unless Both parties agrees? Idk what to do! This is not right I sent them screen shots and he told me hes called but its to late they sent em a email I didnt respond in 5 days they gave him the money and now I gotta pay? Im Lost and really cant afford to Pay for Something thats now My fault! Help this is not right or fair!

  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
  
  

• Initial Complaint

  Date:08/12/2024

  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'm helping my mother ************************* with an issue she had with Venmo back on 7/10/2024. At that time her Venmo acct - @************************* was closed with no explanantion and had a total venmo balance of $73. All she got was an email from venmo saying her account had been closed. We called customer service and was told because she had not logged out and back in within a certain time frame they considered her acct to be inactive. She uses the venmo app and as most people do, they just stay logged into the app without thinking they have to manually log out and then back in to avoid an account closing. **********************'s policy clearly states that they need to give a customer at least a 14 day warning as well as a 48 hr warning before they automatically close any account. The did NOT do so. The $73 that was in the venmo balance then went into state escheatment, also without any warning or contact to her. She has felt this was very unfair on their part to not even send a warning notice/email letting her know that $73 would be taken from the account. She has opened a new Venmo acct - @************, and is seeking to have that $73 be refunded back into this new acct. I have been told by a bbb *** that venmo tends to have many complaints regarding this very issue of not warning customers before closing accounts and people losing money. Please help with getting this refund of $73 back into her new account - @************. Any correspondence u may need can be done thru my email/phone # as she is elderly and not experienced in dealing with these issues. Thank You.

  Business Response

  Date: 08/23/2024

  Dear ***********************,
  
  My name is ***, and 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 **************************************** if you have any questions or concerns or if I can be of further assistance.
  
  Very sincerely yours,
   
  Che
  Global Customer Complaints & Advocacy
  **********************

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22127211
  
  I am rejecting this response because: My mother has given me full permission to act on her behalf in order to get her account credited the $73. Me and her can correspond with Paypal/Venmo from her account and email if that is the issue.Please let the paypal *** know that we will directly respond from her email and venmo account so we can resolve the issue of $73 to be credited to her account from it being wrongly closed and the venmo balance deleted. Thanks.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/29/2024

  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

  Customer Answer

  Date: 09/05/2024

   
  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:08/11/2024

  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 had crypto currency sent to my Venmo account. Everything was done correctly on senders side I have the proof.

  Business Response

  Date: 08/22/2024

  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: 08/22/2024

   
  Complaint: 22125474
  
  I am rejecting this response because: I made another transaction which did not turn up in my account. I would also like to see the policy that states specifically what currency Venmo accepts.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/27/2024

  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: 08/29/2024

   
  Complaint: 22125474
  
  I am rejecting this response because: I dont agree with the response because there should be some accountability on there part as well. I wont it move further up to who is ever above the person who is making this decision. This happen twice and people work hard for their money to just be told oh well there is nothing that we can do. I just want the money that was sent to my wallet. I do not accept the response.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/03/2024

  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:08/11/2024

  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 bought crypto on Venmo, and then I tried to send it to a wallet. I was not able to send the money. I received an error message that stated "This transaction can not be completed right now." I tried multiple times to send the money, and everytime I received the same message. I called customer service and spoke with an agent. She told me my account was flagged, but she could not tell me the nature of why it was flagged. Nor could she tell me when it would be released. I was not required to speak to another department, provide further verification or complete any other actions to verify this activity was not fraudulent, like you would complete with any bank. The problem is, I bought bitcoin with the intention of sending it immediately so I wouldn't lose money on it, and because of their process, I have lost a lot of money on the crypto I bought. Venmo is hiding behind the veil that it was considered a "suspicious" activity, but the agent said the money was GUARANTEED to be available 24 hours after purchase. The agent stated that many people have experienced this problem of having to wait to send their money, and that had I waited an hour, it probably would've been sent then. I explained to her that crypto is volatile and Venmo is not an investment bank. There is no reason why I would buy bitcoin on Venmo to hold onto it intentionally. The expectation should be that if a person is buying crypto, they intend to send it immediately. I told her, you (Venmo) are forcing me to take a financial loss because you flagged my account and refuse to let me send the money. At the time when I bought the bitcoin, I spent $17 in fees to purchase it. I had the choice of spending another $17 to immediately sell it or try and find out what was preventing me account from sending the bitcoin. However, at no point in the purchase process did Venmo make it clear that they required a wait time before crypto is sent. Nor did they make it clear what that time frame would be.

  Business Response

  Date: 08/29/2024

  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