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:08/01/2024

  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.

  See attached. Venmo refuses to look at supporting documentation (an absurd amount) and replies with either nonsense or asks for more verification. Ive provided more to them than i did to get birth certificate, DL, SS Card. They are unresponsive and incompetent. I am extremely poor with three kids and while thats certainly not their fault, I was put in a very precarious positoon last week, when i promised my money in that account to the home where we were staying. They assumed I wasnt telling the truth. See the copious amount of proof i attached.

  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
  
  

• Initial Complaint

  Date:08/01/2024

  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 had four transactions from July 12th-July 14th. I called Venmo before conducting these transactions to see if I would be covered under their purchase protection program. I was assured if the seller didnt show proof of tracking, the item didnt arrive or arrived in a different description I could get my money back. The Seller never sent the items and I proved it and I purchased the Protection. I showed Venmo all the proof and they agreed the seller never sent the item. However they told me Im not eligible for a refund and you need to know the seller before doing business. Honestly why would they allow me to purchase protection in the first place? I paid the seller more money just so I could have that protection what for?*** responded to their email but they wont send anything back other than to call them. The person that did this is still allowed to have a Venmo Account and they didnt do anything to put the balance on them. Its very sad how Venmo conducts business. I do over ******* with PayPal and **** knowing their policys and theyve always come through for me. When I can proof the seller didnt hold up their end of the agreement. Ive realized Venmo doesnt care about their buyers and buying for Goods and Services isnt an option through this site.Im a full time Buyer so I know what sites are good and this isnt one at this time that has your back.

  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: 08/12/2024

   
  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. Venmo came in and took care of the problem and refunded me. They originally said they wouldnt but they came through and did a great thing. *** learned and now Ill be more careful.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/31/2024

  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 transaction was on July 23 I received money from a friend that lives far from me for money they owed me. They sent it as payment between friends. Later due to some issues not about the money my friend refunded the money. Now despite it being through the friends option, Wich I was told by Venmo couldnt be refunded, I have lost that amount of money owed to me. I took steps to make sure it couldnt be refunded yet Venmo has had no help and due to this dispute they actually closed me account.

  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:07/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *************************** and on July 3rd someone stole my information and sent 3 separate payments to a company called Remitly. I called Remitly straight away when I saw the first charge of $300. While I was on the phone with them trying to see what was happening 2 more charges of $300 and $200 were taken out of my venmo debit card. I called venmo and suspended that card. I got notified July 29th that my disputes were denied. *** called Remitly numerous times and they told me that their investigation was unauthorized stolen account. They also said no one from venmo even contracted them to try and figure this out. I would like to have these disputes refunded.My phone number is ************ Thank you for helping.***************************

  Business Response

  Date: 08/15/2024

  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:07/31/2024

  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.

  Everytime I try and access money in my venmo account they freeze it. Then it takes 3-10 buisness days sometimes longer of me repeatedly contacting them, providing my identification and changing my password over and over. Everyone I chat with or speak with cannot do anything they say I need a speaclist. Specialist are only available through email. I have over 1000 in there right now I tried sending some and froze my account AGAIN. there process is to do this so they can earn interest off your money its rediculus.

  Business Response

  Date: 08/06/2024

  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:07/31/2024

  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 opened a Venmo account about 2 years ago because my entire family uses Venmo. I never used Venmo but about a year ago, I received somebody I did not know trying to pay me some money. I did not know this person so I ignored the transaction. About 3 weeks later, I received an e-mail stating the reversed the transaction. I then received a notice that my account was permanently suspended. I have reached out to customer service 4 times to get the matter resolved and asked why I was suspended. They refuse to give me a reason. I then asked them to please close my account (I tried but the message says I have to contact customer service) and still no response. Absolutely the WORST customer service and product I have ever experienced.

  Business Response

  Date: 08/07/2024

  Dear Allirea *******, 
  
  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

   
  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,
  
  Allirea *******

• Initial Complaint

  Date:07/31/2024

  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 filed a fraud claim to venmo for 6 unauthorized transactions from my venmo account that resulted in me being in the negative $71.54 on my venmo account and $174 in fees to my bank. My claim was denied without them ever asking for additional information and/or documentation. I have now filed an appeal and have still not been asked for proof that my claims are valid. Further more I have attempted to reach out with documentation only to be ignored and dismissed. All transactions where from **** eats on the 20th and 21st of July

  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

• Initial Complaint

  Date:07/31/2024

  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 have a Venmo account that I just opened on 7-28-2024 Sunday my daughter sent me $10 and I still have not received the money I have called,chat box an emailed uploaded my drivers license my bank online to prove its my bank account statements and they still have not gave me the money. Theyre taking peoples information to do. God knows what. yesterday when I talked to the gentleman, he told me that he saw the money there cause I have the receipt you know when the money was sent on my email and he said he sees it but its pending and he said itll take 3 to 5 business days so today I get an email because you know its already been four days and it says to upload my bank stuff so I called called after I uploaded all the stuff they asked for The lady on the phone told me she doesnt see the $10 so I gave her the tracking number again the same one I gave the guy yesterday she goes. Oh yeah I see it but you gotta tell your daughter to go ahead and cancel it on Venmo you cant cancel money. Its already been taken out of my daughters account and shes trying to tell me it hasnt been taken out and she was talking over me and I told her I need to talk to supervisor. The supervisor comes on and tells me just have my daughter cancel the payment which you cant. They locked me out of the account now theyre telling me Im unlocked but guess what when I go to verify my email again I cant because Im still locked so basically theyre taking peoples money, taking all their information and then locking them out of the account and give them the runaround. This needs to be shut down. And they should be held accountable for all the money theyre holding that belong to people And a law suit should be filed grant it mines only 10$ what about the people who have higher money stuck there? Yes this is BS. As soon as I get the money Im deleting that app as soon as I get unlocked from the account.

  Business Response

  Date: 08/10/2024

  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:07/30/2024

  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 May *****, 2024, an Air BnB was rented amongst friends that costed $450 per person. One person did not pay their money until May20, 2024. *************************** sent the $450 to me through Venmo. On June 24, 2024, *************************** disputed the charge with her bank as fraud (she didn't make this purchase). Venmo debited my account the $450 and sent me notice stating that I have ten days to respond. I sent Venmo screenshot of text messages and voicemails where ******* states that she owes me the money and apologies for paying late. I send follow-up messages to Venmo and was told that it could take up to 75 days for the investigation to be completed. On July 4, 2024, Venmo sends me a message stating that her dispute was denied due to "This transaction was not marked as eligible for Purchase Protection". On July 18, 2024, I received a message from Venmo stating that the dispute has been resolved on the bank's side with *************************** and my account will be unfrozen and returned to normal. This has yet to happen. My account is still frozen and negative $450.

  Business Response

  Date: 08/07/2024

  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:07/30/2024

  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 froze my account due to my teens account having a security issue. I wasn't given ANY information other than they would work on it in 3-5 business days. I have to pay rent and I have six kids. They only communicate through email. This is devastating to my family. I need my funds and if they can just freeze my account they should verify my identity in a timely manner so I can retrieve my funds. This isn't right.

  Business Response

  Date: 08/06/2024

  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