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:08/11/2024

  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.

  On approximately January 13, 2023 I opened a personal venmo account to pay someone for a craft event. I then used it again on February 3, 2024 to pay the same person for some craft shows I wanted to sell at. I decided to open a business venmo under ******* Creative Cardstock Designs to accept payment but I believe at that time they wanted me to send a picture of my license for verification. I didn't feel comfortable about that so I never did and I opened a ****** account to accept payments. I just had to ask for a refund of $100.00 on one of my craft shows because I was not able to do it. When the Event planner tried to refund me money it didn't get accepted because my account was frozen. I contacted Venmo and found out my account was frozen because I never sent in a picture of my license to verify identity. They gave me a link to send a picture of my license but I didn't feel comfortable about doing that so I ask the event planner to refund me by my paypal account which she did.The next day I got a reminder to send in my picture again so I replied and told them I just want to close both the business account and my personal account. With all the identity theft and scamming I can't believe they would ask for a picture. You couldn't send them a scan it had to be a picture. They said in the email in order to close the account they needed to unfreeze my account so they still need my picture. I told them I need another way of verifying my information but they said it had to be a license. I told them I would not send in my license so they will not close my account. I used this account and linked it to a business account. They had no problem with me paying money before I did that. I want this 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
  

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22124863
  
  I am rejecting this response because:  I want the business part closed down so I can close out my entire Venmo account.  That was my complaint was they had a freeze on my account so nothing could get closed.  Even though they have unfroze my account I still cannot close down Venmo unless the business part of this is closed down.  They called and 2 people emailed me but neither one of them got back to me when I responded to them.  I WANT THE ENTIRE VENMO ACCOUNT CLOSED!!!!!!!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/25/2024

  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

  Customer Answer

  Date: 08/30/2024

   
  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 unfortunately opened a Venmo account due to the fact I own a business and one of my customers was out of town and they had to send me money to get them a car part for a car they were giving their daughter to ****** . These b******* locked my account up for no reason whatsoever as I used the account the day before with zero trouble at all. Ive called customer service. I got hung up on. I was chatting with some f****** stupid a** b**** that cut me off. Theyre not answering the phone. No ones emailing back. I sent my license in. Theyre telling me it takes up to five days to give me my money when I have an emergency and now that I handled my customers car with my OWN MONEY and its my sons birthday today , youre telling me I still cant get my money back to get my son something?????? thats all the money I have, I would like to press charges I would like to file lawsuit and anything else I can do to this ******* company. how dare they lock someones money up and not know if that person has an emergency and actually needs to use their money and then theyre talking about weird activity on my account. There was no weird activity. I used some money of MY MONEY!!!! Thats my ******* money and my ******* business . The pictures Ive added are from August 9 when I first had money put on there and I used it at a few stores and I added it to my Apple Pay. The next two pics are me trying to figure out why my money is locked away on August 10 at 6:30 in the morning, goddamnit SHUT THIS UGLY THIEVING PLACE DOWN

  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
  
  

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22124860
  
  I am rejecting this response because:
  They are asking for a bank statement and I dont have a bank account connected to ********************** nor do I have a bank account and if I did , I would never ever trust this corrupt company with my bank information!!!! If you cant help me quickly, ** going to take this situation to small claims court in my district!!!! 
  
  
  *************************

  Business Response

  Date: 09/01/2024

  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.

  *** attempted numerous times to file a dispute about 2 transactions that happened after my car got broken into in ****** ******** I made a police report * Twice they keep saying its been investigated but they found no evidence* I tried giving them the police report, but they close my case before even giving me a chance and now it doesnt even give me the option to dispute those transactions*2 transactions at McDonalds *

  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:08/10/2024

  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.

  Hello My Venmo account got suspended ***** ago for no reason, i tried letting them know that i did not go against their policies but they kept saying there was nothing they could do as my account got frozen Here is my vemmo username: @tmariewillcome I really love my account, I opened my account to receive transactions from family and friends and my business Lbri i tried all i could to get my account unfrozen but there was nothing the support team could do Thats why Im here to tell you about the issue Im having and would love if you help fix it thank you

  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:08/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had opened an account with ********************** Last month I also opened a teenage count for my daughter. They had no issue releasing that phone number so she would be able to utilize the services. Last week my teen downloaded her an app to another phone and reset her password and that triggered an account suspension and my account frozen. I had to submit identification, which I did and then I received a message on another ticket that had been created for my son, who is a teenager as well for his phone number to be released, I received notification that they would be permanently suspending my account and holding my money for 180 days. That is not fair that resetting a password created a security alert, and now they're closing my account, there's two hundred fifty five dollars in that account and I need my money as that is the only money that I have and the representative basically told me that I don't have a say so In it and she's not responding anymore to my emails and she is supposed to be an account specialist. They locked my venmo card and I cannot transfer the money out of my account either. ********************** also stated that they do not have to provide documentation of reason for why they're doing this, and that's not fair at all As a consumer I'm supposed to have rights holding my money for 180 days is causing emotional and financial hardship.

  Business Response

  Date: 08/15/2024

  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:08/10/2024

  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 account was frozen with no warning on 8/9. All of my payment and transfer requests were cancelled. I have payment and money in the Venmo account I need access to. When I spoke with the representative on the phone they said it will be 3-10 business days before I am emailed about a resolution. This account should not have been frozen. It needs to be unfrozen so I can have access to those funds.

  Business Response

  Date: 08/30/2024

  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 PayPal website.
  
  Sincerely,
  
  PayPal

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22122923
  
  I am rejecting this response because:I was able to regain access to my account, retrieve my funds, and immediately close my account with **********************. However the entire experience was extremely unpleasant. The communication from Venmo was atrocious.  My account was closes with no warning and no explanation.  It was almost impossible to get ahold of anyone and when I was able to communicate with a Venmo employee they said they could not give me any information, or assistance, and that someone would email me in 10 business days.  I use Venmo as part of taking payment for my business.  The response from their corporate person was even worse.  He at first said I had called and requested the account be closed, untrue. In a later email He then said it was closed due to a bank account not being verified, it took me a week to find that out.  He also copy and pasted the part of the agreement I signed when I signed up for Venmo.  He sent me the part of the agreement that says Venmo can close my account whenever they want, with no explanation, and they can the. Hold my money for 180 days. They should work on helping their customers instead of hiding behind agreements.  I will never be using Venmo or PayPal again. Although the issue was fixed I cannot trust them with money.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/05/2024

  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 PayPal website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  Venmo

• Initial Complaint

  Date:08/10/2024

  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 received my direct deposit, after I had already verified my identity and everything. I got my direct deposit and then instantly they froze my account. Making it so I can only receivee payments, Becasuse they said my ID was expired, which it does not until 2029., Now I am still waiting days later and unable too access my money from my paycheck.

  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:08/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Venmo Bank I was a customer since 2020, in 2021 I sent money from my personal bank account to my **********************, $1500 and I got another $500 from a sister/cous to my Venmo account from her **********************. Then Venmo freezes my account. I contacted them and was told there's nothing I'm gonna do until they release it in 180 days, it's 3 years and Everytime I contacted Venmo they keep saying they reviewed it and it's not yet time I can get it despite asking for 180 days in 2021.I reported to the BBB and I was told because I helped a cousin use my account to receive his benefits in 2021 because his account has unresolved issues and his landlord was breathing on his neck so I helped out so I can cashapp him the money. I waited so they investigate my account and know I'm not involved in anything shady but now over 3 years Venmo hasn't yet completed their verification and I need my money. 3 years is enough for verification.

  Business Response

  Date: 08/12/2024

  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:08/09/2024

  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.

  A friend of mine bought tickets to a concert. My brothers were coming into town to go to that concert. They sent me money on venmo and when I tried sending it to the person who bought the tickets Venmo suspended my account dude to "suspicious activity". There's absolutely no way I violated any TOS or User Agreements at all. Now they won't give me access to the money in my venmo account. I either want to have my account unfrozen or have the money returned to my brothers. This has to be illegal. There's no one to talk to at the company only useless bot messenger.

  Business Response

  Date: 08/20/2024

  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:08/09/2024

  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.

  Hello,I was using Venmo to pay for a transaction for *** tickets. The person I had spoken to gave me a Venmo account and the 4 digit code, I sent them half of the money and then they started giving me weird vibes and started wanting more than the original agreed upon price for a transaction fee with the *** ballpark app that I know they do not have. At that point I told the person I do not feel comfortable with this anymore and they said they would resend me the Venmo. After 15 minutes I did not hear back from them so I initiated a claim with Venmo in an attempt to stop the transaction. I have now been informed that they cannot stop them even though it takes 2-3 business days for the funds to be deposited into an account so I do not see why they cannot stop this.

  Business Response

  Date: 08/21/2024

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

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22120778
  
  I am rejecting this response because:

  Venmo should have the ability to stop payments when fraud is suspected. It takes them 2-3 business days to have money deposited into an account but when notified within a hour of the fraud they were unable to do anything or at the very least hold the payment and do some investigation. I will not accept any response from Venmo unless it includes the transferring back of the $75. 

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

  Business Response

  Date: 08/22/2024

  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: 08/23/2024

   
  Complaint: 22120778
  
  I am rejecting this response because:
  
  no email response has been received. I have looked through my normal inboxes and my junk mail inboxes and have no correspondence from Venmo.

   

  
  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

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22120778
  
  I am rejecting this response because:

   

  as I have stated I will not accept any business response that does not involve Venmo making this right and refunding the money
  
  Sincerely,
  
  *********************