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:08/08/2024

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

• Initial Complaint

  Date:08/08/2024

  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 my employer deposit my pay of $600.00 to my Venmo account . ********************** froze my account, I only had the account for 1 day they asked for a copy of my ID which I provided same day, my account is still frozen on day 5.I missed out on a investment opportunity,I would have doubled my money now I seek restitution they refuse to address the problem they refuse communication there is no contact number

  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:08/07/2024

  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 had made a couple of purchases from a merchant and used Venmo to pay the merchant. Both purchases were covered under Venmo's purchase protection for goods and services. With this protection, Venmo's policy states I would be protected against various things like damaged goods, items not received, etc.The first purchase with the merchant went smoothly. The second purchase is where I had issues. The merchant had accepted my payment, but never sent my purchased item. After months of back and forth with the merchant over delayed shipping, and then attempting to collect a refund, the merchant had blocked me from contacting him. So I reached out to Venmo to file a dispute on this purchase. Remember, this purchase was covered by purchase potection.The first ***** who filed the dispute filed it as "Unauthorized" rather than "Item Not Received". The ***** who filed the dispute refused to accept my screenshots of the messages I had from the merchant, saying an "Account Specialist" would reach out via email for those screenshots.Nobody ever emailed me. I contacted another ***** a couple days later because I was concerned my dispute would be denied over the miscatagorization. This ***** told me "That's how we label our disputes, don't worry".My dispute was denied. I reached out for a 3rd time, this time to appeal the decision. I was finally able to send in my screenshots I had to this *****, who said she attached them to my appeal and said an "Account Specialist " would reach out via email in 1-3 days.Nobody ever emailed me.My appeal was denied a few hours later.I have again submitted photos of the messages to another *****. The screenshots clearly show that I had paid for a good that I never received, and this is specifically covered under Venmo's stated purchase protection policy. Venmo is not honoring their printed policy even though I selected to have my purchase covered by purchase protection, and provided ample evidence to support my claim. This is wrong.

  Business Response

  Date: 08/16/2024

  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:08/07/2024

  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 25, 2024 received email from Venmo concerning my account and the transactions. I did not recognize the ID/Sign-In name but the account was using my email address. Although this email address belongs to me, I have not used it for several years. I have contacted Venmo by phone and email to state that the account was a fraud and to please close it immediately. I was told that I had to provide my banking information and balance before they could close the account. I refused and the account is still open using my email address.

  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: 08/22/2024

   
  Complaint: 22108264
  
  I am rejecting this response because:  They stated that I  would receive an email stating that the issue had been resolved.  I have not received an email.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/01/2024

  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:08/07/2024

  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 June 17th 2024, My phone was not working correctly and I contacted a number to help me solve it. unfortunately, the number I called turned out to be a hacker. He convinced me to go to my Venmo account and transfer money. He wanted me to initially send the money- $4,849.00-to my sister and after that we would be able to correct all that was wrong with my phone. I sent the money on Venmo to my sister. My sister happens to be an IT guru and she returned it to me and said I was being hacked. I was horrified and immediately contacted Apple, IC3 and Venmo to make them aware of this hacker. Venmo refuses to return the $4,849.00 I initially sent to my sister and she promptly returned to me. I have sent all the documentation they require to verify its me. I have received numerous emails from "team Venmo" and some say my case was solved and others ask for the documents again which I have sent numerous times. They have no customer service number and are only available through email. I asked them to let me deposit my money back in my bank account but they refuse to give me access to my $4849.00. PLEASE HELP I already sent them a copy of a government issued ID and uploaded the documents they wanted to ********************************************************************************************.

  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:08/07/2024

  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.

  Transferred to incorrect card and needed it transferred back to account

  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