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:07/27/2024

  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
  **********************

• Initial Complaint

  Date:07/26/2024

  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.

  At first it seems great. Easy to navigate and I loved the set up and appearance. After using here and there I started paying my rent to my landlord this way and I had a few minor issues occur such as not letting me add money from my debit card, small direct deposits being delayed or not showing up. Although pretty annoying I could usually resolve in chat but my last experience has made me decide to no longer Venmo or PayPal ever again. First, Id like to mention that even though you turn on purchase protection when paying someone for goods or services does NOT in fact protect you or or money at all. I sent a lady money to ship me clothes that she posted for sale on ******** marketplace. She did send but left out items I wanted and also sent me shorts that had been cut with scissors. I had sent $107 to this lady. I originally asked her to refund me but she denied saying she just dropped package off. I immediately filed a claim with Venmo because I felt uneasy about purchase and the communication. Ever since filing the claim its been a constant runaround with Venmo through their chat, email and over the phone. They have requested more info several times only to deny my case and I have sent every bit of proof I had. Also the app document upload section for claims / disputes does not work properly which is why I had to reach out through email. Every time I call Im transferred to someone else leaving me to repeat my issues repeatedly.I have decided to no longer use Venmo or Paypal!

  Business Response

  Date: 07/31/2024

  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:07/26/2024

  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.

  Venmo is holding $911 from me for no reason. Support will not tell me why my account is limited, I have no option to cash it out, and support isnt offering help. I need this money urgently and I have told Venmo support that many times. This money was sent due to me needing it urgently and now I cant get it out of my account.

  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:07/26/2024

  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 went to set up a Teen Venmo account for my daughter from my Venmo account via the ********************** app. An error occurred saying to try again. When I clicked the card button it showed the account had been created successfully so I didn't need to try again. However, immediately after that I had two emails come through from Venmo. The first indicated that my account has been suspended due to suspicious activity and that I needed to upload a photo ID. I immediately did this and then contacted customer service via the chat in their app. I was told they couldn't provide any information or tell me if my card is currently suspended or if it's just the online transactions that are frozen. I then sent follow up email to try to find out as I need to run errands and get gas to go visit family tomorrow. All of my money is in my Venmo account. They're not answering emails yet and so I went to go attempt to pick up feed and my card got declined. Upon Googling for solutions to this problem I discovered that many others have gone through this after opening an account for their teens and only those who contacted the BBB received a timely resolution. I cannot until next week for this to be resolved. I sent a follow up email to venmo about the decline and also asking them to cancel the teen account because after this I don't want to have her account through them. I need my account to be unfrozen. This makes no sense that setting up a teen account for your own child can result in all of this.

  Business Response

  Date: 07/31/2024

  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:07/26/2024

  Type:Service or Repair 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.

  On April 17, 2024, I received a $100 payment from someone on Venmo. A few weeks later this person contacted their bank to chargeback/dispute the $100 they sent **** have a message from this person acknowledging that they are going to send me $100. I have a message from this person when they sent me the $100. I have a message from this person confirming that they sent me the $100. I sent this all to Venmo as documentation and proof. Long story short, Venmo told me that this persons bank ruled in their favor and because of that Venmo froze my Venmo account and I now have a -$100 debit balance. Venmo agrees that I was taken advantage of but they say there is nothing they can do even with the proof I sent them. Since then I received a payment from someone else on Venmo and Venmo kept that money saying that its theirs and that amount was used to pay my -$100 debit balance. Ive called Venmo customer service many times, I have spoken with many supervisors, and I have tried the Venmo online chat but no one is helping me. The general answer I receive from Venmo is that I can either deposit $100 to get my Venmo account back to good standing or dont do anything and they will send me to collections. Venmo will not help.

  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

   
  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:07/26/2024

  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.

  Venmo frozen account because they said that they detected unusual activity. The unusual activity was me trying to buy DoorDash with my money.From my card. They froze my account.And I haven't heard anything from anyone I can.You're lying a ridiculously long time. I just want my money

  Business Response

  Date: 07/31/2024

  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:07/25/2024

  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 applied for disability 2 years ago at the time Venmo was they only type of account I had to have funds deposited onto . I was approved to receive disability and awarded my back pay on 7/16/2024 it was deposited into my Venmo account. I shortly started making purchases with my Venmo debit card and didnt have any problem until the very next day 7/17/2024 I tried to link my personal bank information to my Venmo account to be able to transfer funds but it wouldnt allow me to link my bank account so I called their customer service number and they could only tell me it flagged my account and told me try to add my debit card and see if I could link it that way I tried while on the phone with them and it also didnt work. I tied to make a cash withdrawal this same day and it was declined suspected fraud I called their customer service again and they said try to send money to a family member who had a Venmo account to see if that works and I did I sent my son some money and the very next day on 7/19/2024 my account was frozen so I again contacted their customer service and they said I should have gotten a email explaining what I needed to do to take care of this matter so the email stated to upload my valid id. After uploading my id to them on 7/23/2024 my account was unfroze I again called their customer service to make sure their were no restrictions on my account because I was afraid to make anymore transactions and my account be frozen again for any reason of my own. They stated my account was fine. On 7/23/2024 I made a few purchases then on 7/24/2024 i also made a few purchases and then tried to get money from a ATM it was declined saying suspected fraud shortly after this I received another email stated my account was frozen again and they a selfie of me and my id and a statement from my personal bank account I uploaded it and the next day 7/24/2024 I got a email saying my account is deactivated and money held for 180 days and do not contact them again

  Business Response

  Date: 07/31/2024

  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:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had several issues with VENMO. The first is that they offered no protection with Lyft removing funds from my account when there was an issue with Lyfts app. Drivers were not coming to the right location due to a glich in their app in the ************** area. All service industry workers were aware of the issue, and stated, "Just use Uber".When I had no action from Lyft I contacted VENMO about the issue. They denied the claim, while my credit card company fought it.Another issue which I had the exact same experience which is posted all over the internet.I contacted Venmo support for an issue with "Payment Denied" and they replied:I can see that youve attempted a payment, but our system will not be able to process this transaction. Although I dont have a specific reason for why declines like this happen, its typically for the safety of our customers. This doesn't mean that you have done something wrong. It's just that every transaction on Venmo is reviewed by our systemto determine the level ofpotential risk.If I could make this transfer go through for you, I would. For security reasons, customer-facing teams are not able to see the exact reason for the decline which is why we are not able to override them. This is unacceptable. There's no higher level of tech support for me to appeal to and nobody on Venmo's staff can answer my question of why my I can't make payments so there's no way for me to rectify the situation.The only response I get is "Wait a day and try again." which doesn't work and isn't an acceptable response. I'm trying to pay someone for services rendered and they don't deserve to have to wait in limbo for weeks at this point just to get paid for work they already did when I have the money sitting in the bank ready for them.Get rid of this App and these services that do not offer actual customer support.

  Business Response

  Date: 07/30/2024

  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:07/25/2024

  Type:Service or Repair 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.

  Yes my phone was hacked on March 20th of this year 2024 I reached out to venmo to let them know the transactions the next day we're not mine that the hacker had complete control over my phone I waited they did a review and declined to refund the funds I reached out to them to dispute their decision again was denied a result a third time this time I involved the police department police department has obtained evidence of fraud and forwarded the complaint to ******** where they believe the people are. I have filed an *** cyber crime report I have filed a FTC filing complaint because my identity was stolen from the hacker and I contacted my local police department three times if I'll police reports I have provided all this documentation to venmo to no avail so today I was told my claim again was denied I just meant any more information if I have it I have submitted all these forms that I mentioned above to them I've also had the police department subpoena the records. The amount is only $500 but I'm on a fixed income I'm an elderly person and $500 is what I'm making a week I know it's not a lot but it affects me. My bank gave me the money back at first then the bank took it back say they were unable to collect the funds from venmo so they close their case now venmo should April 9th has told me to contact my bank because they're waiting on the bank to respond ******** has responded and closed the case I've contacted venmo to let them know that and basically I've gotten nowhere I've written letter after letter I've asked it for the discovery information that I'm privileged to and they have not even responded ******** from it very upset with denmo for the practice is clearly fraud and the fact that they did not catch it for the concern to me I no longer use venmo PayPal sell cash app any of them because they are not covered by your bank if they use those third party abs to process a payment out of your bank card. I do not know where else to turn but to file complaint

  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

   
  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. They have refunded my money for the fraud. I'm happy with the outcome thank you so much for your help.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/24/2024

  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.

  Today 07/24/2024 Venmo sent me email notification that my account has been suspended, The email stated that further verification is necessary and a link for me to provide the requested information was provided. I have uploaded my current driver license and a photo of me holding the the same driver license as requested. I then received an updated email stating that they still were unable to verify my account and that the suspension of my account is permanent, They then provided another link to provide the same information as requested before to which I have already uploaded a total of 3 times already. I also asked for a supervisor sinced the associate still had difficulty verifying my provided documents.

  Business Response

  Date: 07/29/2024

  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: 07/29/2024

   
  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,
  
  *****************************