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:07/24/2024

  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.

  Venmo stole $674 from my account and is refusing to pay it back. My Venmo account had a balance of $674, and Venmo took $1950 (overdrawing the account) from my account without any notice, communication, or due diligence. They have frozen my account and are telling me need to pay them an additional $1,276 to restore my account. I have received no explanation for their erroneous error and they are refusing to return the money. PLEASE HELP!

  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
  
  

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22038958
  
  I am rejecting this response because:
  

  Please explain why you feel its okay to steal money and overdraft my account without any due diligence or notifications. And then make me wait up  to 75 days while you conduct your investigation  

  Please stop being an a****** and return my money

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/11/2024

  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: 08/16/2024

   
  Complaint: 22038958
  
  I am rejecting this response because:

  I have yet to receive any email from you.... furthermore, you stole an additional $95 from me this week.  When are you planning on returning that?  Further, you have yet to logically answer my questions as to why you stole the money and the reasoning behind it..... to date you have know stolen and withheld more than $750 from me (its been 60 days) and even though I immediately provided you with the "smoking gun" evidence that the $1,950 was already refunded, you took it upon yourself to double refunded the customer.   Please do not try to blame me for your mistakes.  Im just asking you to make it right, which you have yet to do.   

  In any case, I am treating this as an unsecured loan.  Current interest rates for unsecured loans approximate 30%. Considering you are unable to give me a logical explanation as to why you stole the money, you are refusing to return it despite clear undisputed evidence it was wrongfully taken, and you are stating it will "hopefully be" returned 90 days after it was stolen, the current balance due at day 90 will be $801.21.  Are you good with that, or would you prefer to initiate litigation?  

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

  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: 08/26/2024

   
  Complaint: 22038958
  
  I am rejecting this response because:
  

  you have yet to answer any of my questions nor returned my money?

  All the evidence is there that you stole from me and are refusing to return it.  You also refuse to provide any logical explanation for failing to return it.   
  

  Perhaps it be better if I showed up at your corporate office and spoke directly with someone is competent?

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/24/2024

  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 10, 2024, my **** account was hacked and thousands of dollars of merchandise was purchased using two credit cards, Paypal and Venmo. The credit cards and Paypal recognized the transactions as fraud, shut them down and refunded my money. Venmo did not recognize fraud and my account was completely drained as well as charges being made on my credit card attached to the Venmo account. This alone is concerning... Furthermore, when I reported it, their customer service team "resolved" the dispute by claiming that these transactions were my typical use of the account and refused to place the money back into the account. Verification of the fraudulent charges were forwarded to Venmo from both **** and Paypal and they have yet to reverse their decision.

  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:07/24/2024

  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.

  My husband and I applied for a personal loan of $500 each, mine was placed onto my Chime card, and his was added to his VENMO card. VENMO has now froze the card, after the money was transferred to my chime card I spoke with customer care and they are not providing any information as to why the account was frozen. I am being told that it is being handled by the "Back Office" (the phrase they are using) and that it cannot be escalated. We are not going to have to pay for a loan that we have not used because of this freeze.

  Business Response

  Date: 07/28/2024

  Dear ***** and *********************, 
  
  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 have reviewed your concerns and responded to you both 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:07/24/2024

  Type:Order 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 dispute on June 3rd...it's now 50 days later..still no word from them..I'm a disabled veteran and on a fixed income..help please

  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:07/23/2024

  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.

  So horrible I wanted to make my teen son a Venmo account they advertise it so much on the app soon as I did they froze my account and I cant use any of my funds its been going on 7hours now they asked me to send my ID in order for them to unlock it I sent it to them 4times I was stuck at work because I couldnt buy gas to get home this is totally ridiculous and when I called and speak with them they have no reason why they lock my account I feel like if they can lock my account so fast for no reason at all without any explanation why cant they unlock it once they get what they ask for and that was my ID I still cant use my card or access my funds and for what ? Making my teen child a Venmo account I even use their direct deposit feature still get treated like Im a nobody I really feel disrespected this is really really awful I was stuck at work for 3 hours because of this I need to talk to someone in charge Im

  Business Response

  Date: 07/28/2024

  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:07/23/2024

  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 opened a Venmo account on 07/22/2024, and I decided I'd test the account to make sure all of the services they offer could be executed, the transfer of funds, and bitcoin transfers is what I had in mind...I added my debit card info which it accepted it and thereafter would allow you to add and send money (supposedly) along w/ money transfers My first test, I added about $2-$3 to the Venmo account I just opened, and I went to buy bitcoin to test a small amount to confirm it would reach the destination of the bitcoin address I needed to send funds to The **** Venmo system allowed me to buy $2-$3 for bitcoin, but it would not allow me to send a small dollar amount, my only other option was the sell the $2-$3 bitcoin, however, the ** Venmo system placed a hold on the funds until the 07/28 not that big of a problem it was only $1.99 because they charged bitcoin fees for the purchase and to sell it...however, during my attempt to send the small bitcoin amount there was a notation in Venmo that read "no amount can be sent through via bitcoin that's less than $65.01 The following day, I added about $265.00 to my Venmo account and purchased bitcoin totaling $257 and change, and it still would not allow me to send the intended bitcoin, and their system reasoning simple read "you cannot make this transaction right now" "WHATEVER, so I called venmo because now I'm ****** and I don't want any part of their services any longer, so the rep I spoke w/ on the phone (cannot remember his name) said he couldn't tell if I sold the bitcoin the funds would have a hold on them or not, but he was willing to credit my account for the bitcoins fees about $14 I sold the bitcoin and the Venmo system advised my funds would not be available in my Venmo account until 07/28, so Venmo tied up my $257 for five (5) days but that's not all. The $14.00 credit the rep credited to the Venmo account could not be transferred to my bank acct even though the option is right there available

  Business Response

  Date: 07/28/2024

  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. It is important to mention that the email address provided in reference to your complaint is not the same email address we have on file for your account, so be sure you are checking the correct inbox accordingly. 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:07/23/2024

  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 refused to dispute a charge on my debit card when it was charged without authorization. They do not protect the buyer, or your money from scammers!!!!

  Business Response

  Date: 07/28/2024

  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 to the email address on file for your account. It is important to mention that the email address provided in reference to this complaint does not match the email address details we have on file for your Venmo account. 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:07/23/2024

  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.

  My dispute was denied because I have went to the same place in my transaction history on one of my disputes .. my account was hacked and card stolen by a family member

  Business Response

  Date: 07/28/2024

  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:07/22/2024

  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.

  Venmo has promised me access to all payments, transfers and adding money to/or with my Venmo debit card, unfortunately Venmo has limited my account in making such actions.

  Business Response

  Date: 07/27/2024

  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: 07/27/2024

   
  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:07/22/2024

  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 am writing to formally lodge a complaint regarding the suspension of my Venmo account and the subsequent withholding of my funds since December 5, 2023.On December 5, 2023, I received an email from Venmo informing me that unusual activities had been detected on my account, and I was required to provide additional information to verify my identity. I promptly complied by uploading my ID via the Document Upload Form as requested.However, on January 6, 2024, I received a follow-up email from Venmo stating that there was nothing more that could be done to unfreeze my account and that there was no further information I could provide to resolve this issue. Since then, I have made numerous attempts to contact Venmo via email, phone, and the in-app support feature. Unfortunately, my messages have either been ignored or met with the same responsethat nothing further can be done to assist me.This situation has caused me significant inconvenience and financial distress. As a customer, I believe I am entitled to a clear explanation of the reasons behind the suspension of my account and the withholding of my funds. Furthermore, I believe it is unacceptable for a financial service provider to withhold a customer's money for over six months without providing a satisfactory resolution or proper communication.

  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