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:08/07/2024

  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 have a Venmo account with a phone number. The phone number is no longer active. Ive been trying to change the phone number for 3 weeks to my new phone number but Venmo apparently cant do that. Ive called 4 times over 3 weeks and been told were working on it, but we cant tell you what the problem is or how long it will take. In the meantime I cant log into my account because that requires them sending a code to my phone number.

  Business Response

  Date: 08/20/2024

  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:08/07/2024

  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 sold a guitar on Gear Exchange which uses Venmo for the fund transfer. The funds for the guitar I sold was collected by Venmo on July 15th. It is now August 7th and I have still not received the funds in my Venmo account. I am told it is a technical glitch. See email below which is what I receive every time I ask Venmo about the funds. This 'technical glitch' has been going on for three weeks now. Please help! - ****** --------------------------------You have a new message from Venmo regarding request #********. To respond, simply reply to this email.Hello, ******! **** here from Venmo Purchase Support. Thanks for reaching out again regarding these funds you were expecting to receive from Sweetwater Sound, LLC for $158.48 on 7/15/24! Upon checking, I can confirm this is a known issue affecting some of our customers like you who are also expecting some money to be applied to their account. Our engineers are already aware of this issue and are working on a fix, so I'll need to forward you over to them via email so they can advise you when it has been resolved. Please check back periodically for resolution if you don't see this resolved, as I dont have a way of providing an estimated time for a fix. You can use this Case ID for reference: ********. I apologize for any inconvenience this may be causing you. Please let me know if you have any further questions. Sincerely,Ives A | Venmo Support ------------------------------

  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 PayPal website.
  
  Sincerely,
  
  PayPal
  
  

  Customer Answer

  Date: 08/16/2024

   
  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.
  

  Thank you for your efforts, I was not getting a satisfactory response until you jumped in!  Not sure what I would have done without you!

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

• Initial Complaint

  Date:08/06/2024

  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.

  Dear ***/*****,I am writing to formally lodge a complaint against Venmo regarding the suspension of my account and the withholding of my funds totaling over $900.On August 6, 2024 , Venmo suspended my account without prior notice or a clear explanation. Following this suspension, Venmo informed me that my funds would be held for 180 days before they could be returned to me. This is extremely concerning as the amount in question is my money, which I need access to for essential expenses.I have attempted to resolve this issue directly with Venmo customer service multiple times, but I have not received a satisfactory explanation for the suspension or the excessive delay in returning my funds. Venmos actions have caused significant inconvenience and financial hardship, and I believe they are unjust and unreasonable.I kindly request the Better Business Bureau to assist in resolving this matter promptly by ensuring that Venmo releases my funds and provides a clear explanation for the account suspension. Additionally, I urge the BBB to investigate Venmos practices regarding account suspensions and fund withholding to prevent other customers from experiencing similar issues.

  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:08/06/2024

  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 opened an account with ******************** and within hours my account was frozen. It has been 6 days and I still don't know why? I keep being told I should have received and email, but I have checked everywhere and I can't find anything. Basically, they closed my account after 2 transactions, and if you go online you will see they are doing this to thousands of people daily! According to the **** Venmo built an algorithmthat purposelydoes this to people and he has no control over the system, and I have to wait until they decide to respond. One person told me 30 days. Another persontold me 7 days, and the last person told me 5 days.I highly reccomend the *** look into this!

  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:08/06/2024

  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.

  5/4/24 date of transactions on Venmo Venmo handle *************************** I was the victim of a scam/fraud. I used Venmo to put a deposit down on a vehicle that was posted on FB to my moms work page (works at PPG and they have a private FB forum) I sent money to hold the car - I thought I was sending it to her coworker but it wasnt her. Her FB account was hacked. I can not dispute this on Venmo has fraud there is on where on the site where you can claim something as fraud/scam which is concerning to me as that site only deals with money ************************ Also getting ahold of customer service/support seems impossible - could not find a number to call. Only an IA chat that would just direct to pretty unhelpful pages and leave you feeling like you are going in circles

  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:08/06/2024

  Type:Delivery 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 sold a saddle to *********************** as an 18 seat. It was my opinion- it fit larger. She chose to purchase it knowing the seat size and off of my opinion. We never discussed a trial as she lived in ** and me in **. She received the saddle and said it was too small and that she was shipping it back. See from the ******** comments- she never shipped it but opened up a dispute through Venmo with me saying I mis represented the saddle. I provided Venmo with proof of my ads and of conversations proving she was aware of the size and it was my opinion it for larger. While waiting for an answer on the dispute she shipped it back(2 weeks after filing) sent Venmo a tracking number- I declined it because the dispute was NOT settled yet. Venmo decided in her favor just because she shipped it back. Venmo paid her the $1000 and put my account with them in the negatives. Since I declined the saddle it went back to ******. She now still has my saddle and $1000 Venmo paid her. I have no saddle- Venmo says I owe them $1k and after calling emailing and chatting they keep telling me they cant help me theres nothing they can do. After I provided proof the tracking number given states it was delivered to me- then delivered to ****** because it was declined. It you look at the dates you will see that. Venmo refuses to acknowledge they paid a woman with out checking to make sure I did infact receive the saddle. And they want me to pay for it.

  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

  Customer Answer

  Date: 08/15/2024

   
  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:08/06/2024

  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 opened an account for my uncle to send me $400 for my dorm room at **************** and the due date to pay for my room was August 6, 2024.On July 26, 2024 Venmo suspended my account stating that I need to verify my identification and to send a copy of either my ID or Drivers License. I did twice. They sent me another email the following day stating that my account can no longer be eligible and the funds in my account will be held for 180 in loss prevention. I reached on several times to Venmo stating my reasoning on why I need to withdraw my money from my account. In the beginning, they were saying that they didnt see my documents I uploaded and that they would escalate the situation and put it as high priority. The next day I received two emails stating the same thing that its not eligible. Today I spoke to a representative and they said *** contacted them over 5 time in each day and I told them yes because its urgent and its a homeless situation. I got emancipated last month and I am on my own moving 16 hours away from home and I have to leave tomorrow for school with no housing because they wont let me withdraw my money. He told me itll be 02/05/25 before i can withdraw any funds. That is a whole semester that I will be homeless in ***** and that is crazy.

  Business Response

  Date: 08/28/2024

  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:08/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 23rd my Venmo account was frozen with my balance of $503 in my account I emailed the Team Specialist in return email response back saying that my Venmo account is permanently deactivated due to some concerns transactions the transactions that I did were buying and sending Crypto Bitcoins I emailed them back pleading to temporarily unfreeze my account to transfer my funds out due to me being unemployed single parent I needed my money to buy groceries and pay my bills I was told they were no longer respond back to my emails that funds will be held for 180 days I asked why when I dont owe nor have any pending transactions my money its just sitting there untouchable please Im begging and pleading for someone to help me because not even a supervisor couldnt help me its not right that after they closed my case I can not email because they saying they will no longer respond back about my concerns Please Im pleading for help with my situation I have including the reference numbers below regarding all the emails going back and forth including with a supervisor on August 2nd and no response back I just want to be able to transfer my money out the Venmo account

  Business Response

  Date: 08/14/2024

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

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22098016
  
  I am rejecting this response because: Im not satisfied with the response waiting until next year to release my funds is unacceptable why 180 days of waiting period and not 90 days this is frustrating all Im asking for temporary access to transfer my money out of Venmo account 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/16/2024

  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,
  
  PayPal

• Initial Complaint

  Date:08/05/2024

  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 recently moved from an apartment in ******** to my new home in *********. Upon vacating the apartment, I was issued a refund of my remaining balance of $203.81 on July 24, 2024, and offered the option to receive the payment via Venmo. I accepted the funds through Venmo, but due to an error on their platform, the funds did not credit to my account.I immediately filed a support case with Venmo, and they acknowledged that there is a known bug on their end. They assured me they would work to resolve it. However, it has now been two weeks, and they have failed to provide a resolution. Despite my repeated requests for a resolution timeframe, Venmo has not provided any clear answers. They refuse to deposit the funds into my account or offer any alternative solution.This situation has caused significant inconvenience and frustration. Venmo is essentially holding my funds hostage, potentially earning interest on them while I, the consumer, am left waiting for them to resolve a software glitch that is beyond my control. This delay is causing me undue stress and harm. I am seeking the immediate release of my funds and a satisfactory resolution to this issue.Disbursement ID: *******************

  Business Response

  Date: 08/14/2024

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

• Initial Complaint

  Date:08/05/2024

  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 $178.38 in my Venmo Account on May 1st. On May 6th $178.00 was taken out of my account and made to look like My wife, *********************, Received it but she didn't receive it and I never sent it. Someone hacked into my account and made it look like I sent $178 to my wife which was everything I had in my account minus 38 cents. I immediately filed a complaint and received an email saying my case was denied because my history showed I had sent money to ******** in the past using Venmo. Obviously somebody used that history to trick Venmo and make it look like I sent her $178, the exact amount almost to the ***** that I had in my account. My wife's account clearly does not show that she ever received a payment of $178 dollars from me but they didn't care. They denied it anyways without an explaination except that I had sent money to her in the past which is totally irrelevant to my complaint. If they took the time to look at her account activity on May 6th they would see that she did NOT receive any money from me. We have since both Stopped using Venmo but I am still owed $178 since her account never received it. -*******************

  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