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: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
  
  

• Initial Complaint

  Date:07/30/2024

  Type:Customer Service 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 account was frozen and no one can or is willing to tell me why other than that someone from Venmo will be contacting me within 3-5 business days via email. I have funds that I am unable to use and will now be accruing late and returned fees associated with those accounts. I want my account to be unfrozen and would like to know why it was randomly decided to be frozen in the first place.

  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:07/30/2024

  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.

  After having various issues with Venmo, decided to try them one final time and account has now been suspended again. There is no way to contact a specialist, customer service is not helpful and the process is taking too long to even get a response from their specialist. Have verified my account 3 times within 3 months prior to now, due to previous issues. This is now the 4th time in 4 months. I simply want to withdraw my own money and not support this business any further. For this to happen repeatedly and then I have to verify the same information is not customer friendly and is causing me additional issues such as not being able to work as I dont have access to my funds in order to commute. Please help with getting funds released asap. This has been a reoccurring issue. I will no longer be supporting this business and will not provide them with any access to my funding once released. They are the worst financial Instituition to be a customer of, as their is literally no support despite there being constant issues. I have also uploaded proof of this happening 3x prior, and on one occasion it occurred on consecutive days.

  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:07/30/2024

  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.

  I accepted money that was owed to me by another person via Venmo. They sent the money but accidently (so I thought) sent it as a payment for a product or service instead of a friends/family transfer. I noticed it as the amount I received was less a fee. I refunded the payment immediately minus the fee as I chose to 'eat' it myself instead of have them be out that money. I contacted Venmo later that same day to explain the situation and they refunded me the fee. Then, the next week, I get notice that the other person has opened a case, calling the original payment a payment for an item that no longer works. Venmo required me to provide documentation that this was not the case which I do not have and 99% of anyone changing money not for business purposes will not have. Even though they acknowledge that the payment in question was 'refunded' in their own words, moments later and even though their own *** in emails to me the previous week acknowledged that I had refunded the payment and had refunded me the fee, they still refunded here a second time, stealing the money out of my account! And even if this payment was for a product that supposedly doesnt work, was there ever an attempt to return it? As crocked as platforms like **** are, even they dont force a refund without a return! Unreal. Will never use Venmo again. They knowingly enable scammers. Unreal...

  Business Response

  Date: 08/11/2024

  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:07/29/2024

  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 opened up a Venmo account. I sent them what they asked for. I transferred $250 over from my account. Now they have suspended my account and keep telling me they don't have the info they need. First of all I have sent them everything they asked for. Second of all, if they had enough info to take my money they have enough info to give it back.

  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:07/29/2024

  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 24th I received an email stating that I was sent money from an educational institution for my applications, however, it is not showing in my account. Since last week, representatives have stated that its an engineering issue (no fault of sender or receiver) and said I would be getting funds the following day, multiple times. I was told I would be receiving updates and still have not gotten any. This money is necessary for my rent tomorrow and this business is withholding my money, only giving an excuse that its still pending. Venmo terms and agreements state that payments under review are handled within 48 hours and it has been 6 days now.

  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:07/29/2024

  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.

  On January 19, 2024 a buyer paid me $1,600 for a **** A7R IV camera that was picked up at my home address. Transaction ******************* was payment for a **** A7r4 camera. Following this transaction, I received a second and then a third payment of the same amount (transactions *******************, *******************) and promptly refunded both payments. The buyer then filed a chargeback on that payment and two subsequent payments that were made and refunded to the buyer based on published guidance. Based on the evidence I provided, Venmo agreed that this was an attempt at fraudulent activity and contested the chargeback. The buyers financial institution, however, sided with him leaving me with a total of $4,800 (three $1,600 payments - one for the camera and two that were refunded promptly) outstanding on my ****************************** as a platform has been largely unable to keep pace with the fraudulent activity with its policies leaving consumers exposed to damages. While convenient, the companies existing policies and practices leave users exposed to fraud with no recourse. As a disabled individual my ability to repay these charges is limited. I sold an item and ended up with a -$4800 balance. It is my request to the company that a billing adjustment is made to the account that removes my liability for fraudulent activity. I intend to continue to fight these charges as publicly as possible through the Better Business Bureau, media, and through my contacts in the ************************* in the *****************************. I will also obtain outside counsel if necessary.I urge Venmo to innovate and protect its users on a platform that has become a hotbed for illegal activity. Further evidence detailing the transactions can be made available.

  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