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:08/09/2024

  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.

  Unable to talk with a person at Venmo to resolve a problem with payment.

  Business Response

  Date: 08/21/2024

  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,
  *****
  Global Customer Complaints & Advocacy
  **********************
  
  

• 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.

  Venmo has closed my account Due to suspicious activity And failed to tell me what suspicious activity they are holding my money that I currently have in my account for 180 days and Closing my account without letting me withdraw the rest of my funds.

  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:08/09/2024

  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.

  I received a crypto payment to my PayPal wallet . It has not appeared in my wallet. The sender did everything correctly. I sent the correct information.

  Business Response

  Date: 08/20/2024

  Dear ***********************,
  
  This is *********************** with PayPal's Office of Global Customer Complaints & Advocacy, and I'm reaching out to you about your Better Business Bureau complaint (********) regarding PayPal's Venmo product. We want to make sure our customers' concerns are heard, and I appreciate this opportunity to investigate this further. 
  
  I reviewed your complaint, but it didn't include enough information for me to adequately address your concerns. To ensure I have enough information to investigate the issue and fully understand how I can best assist you, please provide me with the following details:
  
   - Transaction ID
   - Email address associated with your account
   - Phone number associated with your account
  
  If you have any other questions or need additional help with this matter, don't hesitate to reach back out to us. Just reply to this email or send a new one to ***************************************** and we will get back to you. You can also check out the Venmo *********** for day-to-day questions you might have about your account.
  
  Sincerely,

  ***********************
  Global Customer Complaints & Advocacy
  **********************

• 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.

  On July 31, I Venmo'd $250 to my nephew to pay for lunch after he got married. After not hearing from my nephew, I called and he told me his Venmo account was hacked and his account was frozen. He did not get the money and could not access it. When I processed the transaction I did not get any notice from Venmo, prior to processing, that the account was frozen. If I had received a warning, I would not have sent the money. On August 1, I call Venmo **************** to get some help and was told by Supervisor, *****, they could not reverse the transaction and basically said I have lost my money. She said there was no one else I could talk to. She even hung up on me. My nephew called to try to straighten this out but Venmo was frustrating and not helpful.Basically, Venmo took my money to clear what a hacker stole from my nephew's account. I din't realize they had such business practices. I am a senior citizen and $250 is a lot for me. After all this, I still couldn't pay for his wedding lunch which is upsetting and makes me very sad. I request BBB's help in getting this transaction reversed so that I can have my money back. Thank you!

  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: 08/22/2024

   
  Complaint: 22117937
  
  I am rejecting this response because:

  I adamantly reject Venmo's response.  They did not offer a solution or reversed the transaction. I received a call from ****** , from the Executive Advocacy Team, on 8/20 who had a good understanding of the problem and said he would help me.  He offered to credit me $150 to settle the dispute.  I appreciated the offer but said I should have the full amount refunded because I was never told the account had been frozen.  Had I known that I would not have proceeded with the transaction.  My nephew has called Venmo several times to resolve and they are of no help. I asked ****** to elevate this to his leadership team since they have more authority to approve and they came back with a response to do nothing.  This is unacceptable that they will not do anything. The transaction involved $250 which is a lot of money and it is in Venmo's pocket because my nephew cannot access it.  I am being penalized for it. This is a poor business practice on Venmo's part. They do not seem to care to do the right thing by the customer.

  I appreciate ********************'s continued support in helping me resolve this issue.
  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

• Initial Complaint

  Date:08/08/2024

  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 400 Dollars sent to my venmo and I was transferring the money to my bank account and it takes 1 to 3 days I waited 3 days and there was nothing in my bank account went back to my venmo app and it said my app was suspended very disappointed I ain't use my memo and forever and I went to the email and they said to take a picture of my ID and me and reset my password and I did all that and now that's been a couple days now and I can't get my money out and that money to pay my electric bill which is getting turned off today August 8th is the day I have three kids so because of them my power is probably going to get shut off and I'm probably going to take him to court over this

  Business Response

  Date: 08/18/2024

  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:08/08/2024

  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 took almost $5,000 from me years ago and its still in my account but my account is now locked. I verified my identity and did everything they told me to do but they keep telling me they will email me or I have to wait 180 days for the funds to be released and I waited 180 days 3 times already

  Business Response

  Date: 08/24/2024

  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:08/08/2024

  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 provides an option to purchase any one of four cryptocurrencies on their platform...for a fee. They say that it can be sent instantly to other venmo users or to an off-platform wallet when the address is provided. Over the past 3 months I have purchased 0.96 ethereum and have tried MULTIPLE times to send it to another wallet off of the venmo platform and each time I do this, regardless of the amount, the transfer is rejected with a simple message along the lines of... "Cannot currently process this transaction" and that is it. No reason why and no further instructions. I have been flagged by their system now so when I try to use the recommended chat services, any question I enter is answered with, "I didn't get that. Would you please type it again?" and when I call the customer service line, it recognizes my number and disconnects.Initially, when I was able to talk to customer service, I was repeatedly told the following, "We have an outside automated security that potentially flag a transfer for multiple reasons. Unfortunately, on our end, we don't have access to that information. All we can do is to tell you to try it again in a couple of hours. What they don't tell you is that if you try too many times, your account is frozen...which becomes a bigger problem when they screen your number and you can't get through.It appears that my only remedy is to sell the crypto back to Venmo and then transfer the cash back to my bank. The problem with that is that for each transaction, the buys and the sell, they will have charged me about $80. This is an ongoing issue with this company. In my personal experience, they've known about it since at least October of 2023. Given this fact and their refusal to rectify any of it tells me that this is being done on purpose. I question whether or not the etherium I purchased ever appeared on the blockchain...meaning it looks like they are selling something for a fee but not actually transferring the asset.

  Business Response

  Date: 08/18/2024

  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:08/08/2024

  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 transferred crypto to their platform and sold it. They received the crypto and everything was cleared up but immediately after selling it they placed a hold on it for the next 5 days. They didn't disclose this when I went to sell it and failed to notify me of the reason as to why especially after contacting their support. To say I'm angry is an understatement They are withholding people's money on whatever choice they decide to make! Only resolution I will take is the immediate release of my money that I'm owed after they have already taken possession of the crypto and I have all the verification and proof that they've taken custody of it!

  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:08/08/2024

  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 July 6, 2024, I transferred $50 from my Paypal Account ********************* to my venmo account "@*********************-0. I got the usual email receipt from Paypal. Because several transactions when thru ok on my venmo acct, I assumed the money was there and didn't give it another thought. On July 19, 2024, I needed to tip my dogsitter and sent $15 more to Venmo. (I was going thru a change of bank and wanted to not pull out of that new account yet.)I checked my Venmo, no money. It is then that I saw that the first one on the 6th had not gone thru either. I then filed dispute with paypal and with venmo. Venmo gave me a bizarre runaround insisting that my ************************ wasn't the email associated with my account (it was, I doublechecked on app), and to send them copies of the transactions. I did so from two different email addresses. After two emails from two different people from the call center in *****, it was clear that this was just handed off to different people and I'd have to start again w/ someone new everyday. After the first 2 emails, I never heard back from them.I contacted paypal directly and they said I had to work with Venmo and tried to give me Venmo's number, but it was an automated line I call The **** of DOOM. No option in that phone tree applied to my sitch. At this point I was starting to overheat my toleration fuse.I called the Paypal call center back earlier this week and they said "The money went thru. Work with Venmo." We're gonna transfer you to Paypals Venmo office. Disconnected.Yesterday I got response from my Venmo complaint with 3 questions about how i did the transaction. I answered.Today I got a response back saying I had to work with Paypal. I'm done. Venmo is owned by Paypal. I can't get this escalated by someone who will stay w/ it for more than two seconds.Can you help please?I have pdfs I can provide of the screenshots for all this.

  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:08/08/2024

  Type:Billing 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.

  Couple of days ago my grandma calls. Wants to send me money for my birthday. She suggests venmO since she moved 8 hrs away back in february to live with my aunty due to physical deterioration. So I set up the account and as soon as I do. Venmo freezes and she can't send my gift. I upload my Drivers license and try to call. All I get is crickets. So I go on our banking app and enroll in *****. Transaction was instant and smooth. Now I want to delete venmO. I will never try to use that again. What a waste of a couple days and our energy. Thru the app try to delete and it says i can't because my account is frozen. An account I never eved used lmao how rude. So I want this account and all my data deleted permanently.

  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
  
  

  Customer Answer

  Date: 08/20/2024

   
  Better Business Bureau:
  I recieved an email from the business, not before I was able to get the account deleted. I would never use venmo again in the future. Huge trainwreck, and risk of account locking and not being able to access money. It locked before I could even get my birthday money on this first occasion. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************