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:08/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having issues connecting my bank account to my ******************** account so I can submit withdrawals without incurring an instant transfer fee. They use the service 'Plaid' to verify banking info. Venmo was having issues connecting to Plaid, which seems to be a common issue when searching online. I contacted support and was told to uninstall, reinstall, clear cache, and sign out and try again.Below is an excerpt from chat transcript with support. --08:23:29 PM) (144) Juis F: -Confirm that you are not connected to a VPN, if so, try a different wifi network without a VPN -Try this on a wifi network if on cellular data - or attempt the action on cellular data if on a wifi network -Sign out of your account, and sign back in -Restart your mobile device -Delete the ********************** app, reinstall it, and then sign back into your account (note: this will not affect your Venmo account oryour funds in Venmo) -Try the same action using a computer's browser by accessing your account on Venmo.com -Come back later. At this point in your troubleshooting, the error message is almost certainly an issue with either your ISP/cellular network -- So as you can see it tells me to log out multiple times and try again. So I did. It then flagged my account and locked me out giving me an error message. I contacted support and they said me logging in and out flagged it and locked it and I'd need to submit a photo of myself to unlock my account.This is terrible as I have bills to pay and I've followed what they've said to do. I do not want to send a photo of myself to them, it is my money. They have my number, they have my email. I have verified everything there is to, but there is no need for them to have a picture of me posing for them just to access my money that I've earned to pay my bills. Also had to pay ~$10 in transfer fees because ***** was not working and I needed access to my funds.I'd like to be able to contact venmo and have this fixed.

  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:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had fraud on my Venmo account and banking account (end of June [*******]). I went to my bank *************** where they were able to file claims for fraud - claims which were proven and they helped to get my money back. The claim numbers are listed below...C-2768865 C-27868745 --> this claim contains the three transactions they are referring to Venmo, however, is now requesting that I give them back the money from the fraudulent activity that the bank reclaimed from them from the claims, and will not allow me access to my Venmo account until I pay them back in full, a total of $500, which they say they are owed from the fraud that took place. I have tried to explain this issue to them for over a week and a half through live chats and emails and they have not been helpful, listened, or been responsive. I have asked for phone numbers to actually speak with someone from Venmo, and have asked to speak with managers through live chats and emails, however they are unwilling to provide access to either. The Venmo phone number does not allow an option to speak to a live person, as I have tried numerous times. My account is being held hostage at this point with no end in sight. I was told I would have an update from Venmo between 8/2-8/5, however I still have not received any update from them, nor do I expect one at this point. I will attach some chats below.Is there any way you could help me get my account released so I can use it again?

  Business Response

  Date: 08/13/2024

  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: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 07/10/2024 my Wife accidently sent me $5000.00 instead of $50.00 for a present thru her Venmo account. I tried to decline the transfer but they wouldn't let me, so I sent the money back to her account and put $5000.00 into my account in case they took it out. My wife waited until 07/13/2024 at which point she withdrew out the $5000.00 and gave it back to me. I left it in my account for a week and then Venmo tried to take out $5000.00 from my wife's account but she didn't have the funds so they froze her account and emailed her and stated that she needed to give them their $5000.00 back since they had put it into my account, which they didn't. When she called them a fellow from ***** was very rude and demanding and wouldn't help her. I called and talked to **** Z who told me they needed proof that the transaction didn't happen and my wife needed to be there so they could talk to both of us, so I emailed the copies of my bank statement and Venmo account at which time Surean emailed me and said everything looked fine with my account and no problems. Venmo still had my wife's account frozen and when we called and talked to ***** he was very rude and aggressive and refused to talk to both of us so my wife put it on speaker and ***** stated they weren't there for the customer only the company and threatened to send her to collections and ruin her credit. So I put $5000.00 in her account from my savings and after they took it out I emailed Surean and asked when they were going to complete the transaction since they never deposited the $5000.00 into my Bank Account, they kept insisting it was their money. I have not had a response back and am filing a complaint with both you and the ********************** office to get this matter resolved since I believe they have stolen our $5000.00

  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: 08/25/2024

   
  Complaint: 22095933
  
  I am rejecting this response because: They did not accurately respond to my complaint and did nothing to solve the issue. They blamed it on not being able to help since it was about another members account which was inaccurate it was about the $5000.00 they didn't put back into my account.
  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 09/02/2024

  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: 09/04/2024

   
  Complaint: 22095933
  
  I am rejecting this response because: Venmo keeps dodging the issue by saying they can't talk to me about the problem!
  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 09/15/2024

  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:08/05/2024

  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 paid a user for resume services by name of ****/***********************. ******* didnt give me what I paid for and became aggressive and unprofessional on a call when pointing out the errors in my resume. After filing a complaint with my bank for the funds because Venmo refused to help me, ******* became threatening on the platform. Im now in a deficit due to Venmo rejecting the claim after there is documentation of this man being unhinged and a fraud! I want this money returned to me or I will be filing a complaint with federal agencies.

  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: 22093720
  
  I am rejecting this response because:

   

  The issue isnt resolved. Last Venmo mentioned they were still investigating my complaint. 
  
  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 Venmo website, and we will be happy to speak with you about your issues.
  
  Sincerely,
  
  Venmo

• Initial Complaint

  Date:08/04/2024

  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.

  I opened a venmo account so a friend could send me money. The account was opened, my friend sent me *****, and while trying to transfer the funds from venmo to an 20 year old paypal account ******************** denied the transaction and subsequently froze the account. ********************** is holding my money hostage and cannot tell me why it was frozen. I was required to send in my license to verify my identity despite doing this when the account was opened. I was told this is not a requirement on all accounts. This leads me to believe that either (1) I am being discrimated against due to my italian decent or (2) venmo is engaing in deceptive banking practces by earning interest on held funds. Vemno needs to cut me a check and close this account.

  Business Response

  Date: 08/08/2024

  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: 08/08/2024

   
  Complaint: 22091556
  
  I am rejecting this response because:  While I appreciate the empathy in the email sent and the expanation of what occurred, your business in electronic payment services and a 5 day turn around on an expected security issue is completely unacceptable.  The support staff closing tickets with no recorded explanation is unacceptable.  The rudeness of live customer support representatives is unacceptable.  Luckily I had other sources of funds while venmo worked this out,  but what if I didn't?  You all have to do better.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/17/2024

  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: 08/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what it is.     I will no longer use VENMO because while this has been resolved I find your practices deceptive and unacceptable.  Your customer service is worst in class and your fraud/risk response rates a 1 on a scale of 1 to 100.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/04/2024

  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 BBB,I am writing to request a dispute for a transaction of $500 USD that occurred on Tuesday July 30th at 7:43 EST between myself and ******************* (@blicka22) via Venmo. I sent this individual a payment for a security deposit to see a property, and as it turns it was a scam. The individual(s) ended conversation with myself and my sister as soon as we requested the deposit back. I have made a report to the police (se reference number for District 18 in ************); have contacted ****** List as well to prevent others from getting scammed; and contacted my bank, who have begun an investigation to stop the $500 payment. Upon this, Venmo proceeded with penalizing me by:-freezing my account -taking my available funds -And are demanding I pay for the remainder of the $500.They have not at all taken necessary steps in protecting me in this situation, instead they have decided to allow scams and fraudulent transactions to occur openly, essentially promoting scamming. My request is for my account to be restore, and for Venmo to rightfully return my funds, and retract their request for me to pay for a scam. I would be happy to provide more information if needed.

  Business Response

  Date: 08/13/2024

  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:08/03/2024

  Type:Order 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.

  Authorized transaction from Venmo please issue refund from fiverrr

  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
  
  

  Customer Answer

  Date: 08/12/2024

   
  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:08/03/2024

  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.

  This all accrued on July 30, 2024. As you will see in the attached messages w/the seller/thief &Venmo/easy provider to thieves. At this point its not about the $40 but more about how easy Venmo makes it for a thief to make victims &how impossible it is to get venmo to help a victim. ******************* on Fb aka ********************* on venmo app advertised tickets to ******** game that 4 that night. I purchased 1 ticket at $40. Wait on emailed ticket but got more excuses why he wanted another $40. I refused and requested my $40 refund but got neither. Venmo makes it so easy for bad people to get money from good people but impossible to get even any help to victims. It took me hours to figure out how to file a dispute or to even find a phone # to call. I did call but got no help. I finally found a way 2 email Venmo what happened only to get no where with them except endless emails with no real help. I believe Venmo is the biggest scammers.

  Business Response

  Date: 08/09/2024

  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:08/03/2024

  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 sent a total of 80 dollars to my kids mother ********************************* two transactions of 20 and one of 60 dollars on July 26, the transaction were susecessful. I tried to send again money to her and it wouldnt let me. So whatever reason they are not letting her use the account and say she has to contact them which she did and complied with her id and they still froze her account. My complaint is why didnt they refund me back my hard earned money. 80 dollars might not be a lot to them but when you work hard and then have to borrow money. It is a problem for a blue class worker like me . They could have sent me my money back I sent it in good faith that their service was gonna provide me the needs which they claim but it didnt. All they did was say they are going to escalate the issues. Im having arguments over 80 dollars I cant help out with because I dont have it.

  Business Response

  Date: 08/08/2024

  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: 08/09/2024

   
  Complaint: 22087753
  
  I am rejecting this response because:
  No where in their response is a way to return my funds in a timely manner. I have spoken with a supervisor also someone from PayPal and they seem to just want to bully me into accepting their terms or policies.
  Sincerely,
  
  *****************

  Business Response

  Date: 08/13/2024

  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:08/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted venmo because I was making a large deposit into my Venmo account . They would not allow me to link my ************************** debit card to my account so I began transferring money from my account to my ********************** account viathe service in the app. As I have dine in the past.They then froze my account and have not given a reason why. I called in on 8/3/2024 and was told I could use my debit card. I attempted and it declined. I contacted them again asking why and they told me that I was given misinformation and my account would be frozen for 3 to 5 days even though I completed all the requirements on 8/2/2024. I have no access to my account and have been given no good reason as to why.

  Business Response

  Date: 08/08/2024

  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