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:07/29/2024

  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.

  I can't close this account and have wasted an hour trying to get the issue resolved but the website instructions for closing the account and there is no customer service telephone number to call to speak to a human. The website takes you in circles without ever resolving the issue. It is horrible to navigate.

  Business Response

  Date: 08/02/2024

  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:07/28/2024

  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 accidentally tipped the wrong person on Venmo. I honestly thought it was a mistake that Venmo would help with. I misunderstood how to handle it and my account is now frozen because I disputed it. I was a legit mistake. I want rectify this issue and get my account reinstated? But I cant get any help at all. I was a good faithful, loyal, and honest consumer.

  Business Response

  Date: 08/02/2024

  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: 08/02/2024

   
  Complaint: 22057070
  
  I am rejecting this response because: they have not reinstated my account or offered help or reasoning. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/06/2024

  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: 08/07/2024

   
  Complaint: 22057070
  
  I am rejecting this response because: no such email was sent and they are not providing valid reasons.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/09/2024

  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:07/28/2024

  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 account along with the funds from my paycheck were suspended and bro by Venmo for three days now and possibly much longer. Despite calling them multiple times I still cant get through to anyone at the company that is able to reslolve this. According to the fine print agreement they have the only reason to freeze or suspend my account would be for activity the violates their policies which I have not violated any of their policies. In fact my account was frozen after I sent them my photo id and a selfie to reverify my identity and called them from a gas station trying to get fuel where they were declining my card but customer service was telling me there was no issues with my card. They have held over 250 for many days now causing my cell phone to get turned off, me failing to meet deadlines at my job and losing money because of it. And keeping me from working because I was not able to buy any necessary supplies. This is beyond the scope of what they should be allowed to do and never agreed to buy me in any fashion

  Business Response

  Date: 08/02/2024

  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:07/28/2024

  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.

  someone sent me a payment in the amount of $140, and decide to file a dispute shortly. stating that he didn't authorize the payment, and his phone was stolen. which isn't true. I sent Venmo the text messages for proof, and a copy of my state id and a selfie holding my state id. ********************** didn't investigate the proof that I provided them and ruled in his favor. which is dumb. I've contacted them and they don't respond. I want my money back..

  Business Response

  Date: 08/02/2024

  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:07/27/2024

  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 is a funds transfer software application that represents that it will transfer funds from one Venmo customer account to a friend who also has a Venmo account. The problem is that it will give you an error message and just reply that your transaction is declined. All attempts at reaching customer service will only result in a referral to an article that *** or *** not have anything to do with the problem with the defective software product. They *** try to bait you into purchasing some other product of theirs.

  Business Response

  Date: 08/01/2024

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

• Initial Complaint

  Date:07/27/2024

  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 opened a Venmo account 2/22/24. On 2/23/24 Venmo decided to freeze the account as suspicious although no transactions had been made. To unfreeze the account ********************** wanted me to jump through some hoops and upload stuff. I decided that having the account was more trouble than it was worth and tried to close it. I got a message that it couldn't be close while frozen and to upload a bunch of stuff. I made a request to have the account closed through the help center, but seemingly got an automated reply for uploading stuff.On July 27 I got an email from venmo, an account statement that included the following text ......Can I close this Venmo account?Yes.Step 1: Open this link: venmo.com/account/settings/cancel (or navigate by typing this URL into a web browser)Step 2: Sign in using this email address. If you need to reset your password, you can do so here.Step 3: Scroll to the bottom and select Close my Venmo Account...When I followed these steps I learned that the account was frozen and couldn't be deleted.There are no transactions pending. I have disconnected Venmo from my bank accounts. I want the account closed.On 7/27, I phoned the support line and spoke with a representative that was unfailingly polite and unhelpful. Since I've never been able to use the account I'm sure that ********************** could delete it if they wished to without requiring additional input or documentation from me.

  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:07/27/2024

  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.

  Placed money in account and opened account. I was asked to submit documentation for review and my account would be frozen in the meantime. I submitted documents and the account was unlocked. The company then locked the account again and declined reopening. Resulting in the holding MY funds temporarily due to suspicious activity. No transactions were made because Venmo declined ALL of them

  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
  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22053079
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  I am able to provide the documentation but however, I have not received a response from the executive office. I did respond to the email last Saturday. I do not have a solution to the problem.

  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

   
  Complaint: 22053079
  
  I am rejecting this response because: I have verified my identity and also offered to verify anything else needed. The company is very disappointing and has caused a great stress in my life during a very hard time. I'm continuously being told they will be holding my funds and I have no clear understanding as to WHY? NO transactions were processed outside of receiving a payment from my manager. ! I'm very unsure how this is a violation after the account was unfrozen. 

  I was also instructed to reach out to PayPal's "executive " office via email per my conversation with the representative. After several attempts I have yet to receive a response. I was also informed by PayPal that the information given as a contact was improper protocol "possibly made up". This company has presented itself as fraudulent and they have made little to no effort to correct this matter. I would like to proceed further if there is any other option. Others need to be protected from this scam as well from Venmo . I trusted this company and they deliberately STOLE my money. Would fdic be help? That is my next step 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/21/2024

  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: 08/23/2024

   
  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:07/27/2024

  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 purchased litecoin in the venmo app. I went to sens it to my wallet and it said venmo can't do it right now. I waited and still no luck. I decided s**** it I'll call the fees for my purchase a loss and sell it im the app for my cash After I sell it I'm notified they are holding it until the 1st. No explanation why. Nothing just take my money

  Business Response

  Date: 08/01/2024

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

• Initial Complaint

  Date:07/27/2024

  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 have been trying to close a venmo account for 2 years and have been unable to reach anyone to help me. When I try to access the account, I cannot login or reset password because phone number id process used shows a number with all digits hidden except for the last 2 numbers. I have never had a hone # with those numbers. I have tried to reach venmo and have emailed and called and set my photo id and picture of me holding my id, and still cannot get this account deleted. No attempt to delete account has been successful. I have done exactly what they said to do, and still nothing has happened. Dealing with venmo is impossible and there seems to be no way to delete an account since I cannot login or resolve login issues.

  Business Response

  Date: 08/01/2024

  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:07/27/2024

  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 has changed their terms to charge hidden fees. It is no longer clear in the app if you have fully paid off your statement balance and will not be charged interest. I cannot trust the user interface to accurately tell me if I have paid the full amount due or not. Please help. I just called and they were not even able to see that I had paid $4000+ 3 weeks ago. I have now paid over $100 in interest. I am cancelling my card but need to still report them so this can be stopped. Its shameful.

  Business Response

  Date: 08/01/2024

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

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22052690
  
  I am rejecting this response because reaching out to customer service was my first response 3 months in a row. I am wanting the interest charges reversed. As I said before, their new terms are predatory.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/06/2024

  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: 08/07/2024

   
  Complaint: 22052690
  
  I am rejecting this response because:
  
  I have not received any such email. I think it would be in my best interest to continue this conversation on the BBB platform.
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/09/2024

  Dear ***************************,
  
  I am writing on behalf of PayPal, Inc. in response to your complaint regarding PayPal's Venmo product. 
  
  I understand your complaint is regarding the Venmo Credit Card, which is offered by *************** ************** is the appropriate entity to address your complaint. For your convenience, I have provided contact information for ************** below as well as forwarded your correspondence to our bank partner Synchrony for further review and follow up.
  
  ************** customer service can be contacted by phone at ************** or by mail at:
     
  Venmo Credit Card 
  P.O. Box 71718
  **************** 19176-1718
  
  Although I am unable to address your specific concerns in this contact, I offer our sincere apologies for the difficulty that you may have experienced. Please feel free to contact PayPal's Office of Global Customer Complaints & Advocacy at **************************************** if you have any questions or concerns or if we can be of further assistance.
  
  Very sincerely yours,
  
  Global Customer Complaints & Advocacy
  **********************