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:07/22/2024

  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.

  Today I received notification that my Venmo credit card was closed. Upon calling Venmo, I was informed that it was closed due to 2 returned payments within the past 24 months and it was done by an automated system.First of all, I would like to apologize for the returned payments. Ive fell upon financial difficulties but I am turning things around and plan to keep it this way. In fact, I plan to pay this account off within the next 6 months to 1 year.And second, I am asking if you would kindly please reactivate my account. I am not looking to utilize the credit card, but closing the account with a balance due lowers my available credit limit and thus lowers my credit score as a result. I am trying to improve my credit.

  Business Response

  Date: 07/28/2024

  Dear ***********************,
  
  My name is ******, and 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 MasterCard, 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 MasterCard 
   P.O. Box 71735
   **************** 19176-1735
  
  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 ****** of ****** Customer Complaints & Advocacy at **************************************** if you have any questions or concerns or if we can be of further assistance.
  
  Very sincerely yours,
  ******
  ****** Customer Complaints & Advocacy
  **********************

• 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 transferred $140 last Monday at about 1 pm to my debit account. It didn't go thru immediately and I paid for the immediate transfer fee. It didn't go thru. I contacted them that afternoon asking them what was up with my transfer and they said that it was in the works and I should wait 24 to 48 hours. Well 24 hours comes no money I contact them they say wait 48 so 48 comes I contact them they say wait 72. So then, they refunded my immediate transfer fee of $2.45, but still no explanation as to where my money is so I have emailed texted contacted through the app every kind of different way that I know how to to contact them and there's been no response except for they keep sending me these emails about how was your experience? To which I always respond not good because you're hanging on to my money and you won't tell me where it is or why you're keeping it or why it's not been transferred! Well that does no help nor does contacting them through the app buy message text message or email. So I sent them a nasty message today telling them I was fixing to start contacting the BBB and the federal government and they come back to me with okay your your account has been refer to our account response team or some such and here's your ticket number **********. They say that that team takes up to 15 or more days for them to come back to me with an explanation as to where my money is and get my money to me. Well I've already waited a week from $140. And now I have to wait at least two more weeks to get a response from them as to where my money is. But nobody has said anything about giving me my money back, or the fact that I bounced checks or had NSF fees come out of my bank because this money did not ever get transferred. So I want my $140 back and then I want back which I haven't quite figured out yet but I will give you a number if you ask how much they owe me in NSF fees so that's what I want back and that's what I need to have happen please thank you

  Business Response

  Date: 07/26/2024

  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: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.

  Roughly 2 years ago, Venmo started offering the ability to buy crypto currency. I bought a small portion of "Etherium" around then. This year, I finally decided to sell my holdings, but the application does not allow you to do so. When I click "sell" it takes me to a page to complete tax information. I input my social security number and click "Confirm and submit"; the screen flashes, and nothing happens. (This is an issue on both android and iphone, I have tried on both.)I called them in March 2024 and asked them to address the issue. It is now July. They have told me that other customers are also experiencing the issue and I have repeatedly called since my original contact to attempt to get the issue resolved. They just keep telling me the "engineering team is working on it" and that they have no updates whatsoever. (On a related note, they never follow-up with me on the issue, it is incumbent upon me to keep calling them to get information (which is always "nothing has changed", or worse "yes we, closed the ticket and marked it as resolved" - even though they never said anything to me and the issue persists.)Aside from selling on the app, there is no way (as I am told) to recover the value of the money they are holding. I cannot even close the account without selling the crypto, but I cannot sell - as described above.Screenshots of the issue and repeated descriptions have been provided including actively attempting their proposed resolution with them while on the phone ("uninstall and reinstall the app and try 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:07/22/2024

  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.

  This company charges customers without their consent and does not respond to cancellation requests.

  Business Response

  Date: 07/24/2024

  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: 07/24/2024

   
  Complaint: 22017341
  
  I am rejecting this response because the product you were selling had an end date. It was not advertised nor described as a trial, however it was treated as a trial period followed by a full charge. This is dishonest and I want a refund.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 08/03/2024

  Dear *************************************,
  
  I understand your complaint is regarding a PayPal concern and not a Venmo concern. 
  
  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 regarding your PayPal account.
  
  Very sincerely yours,
  
  Global Customer Complaints & Advocacy
  **********************

• 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 use Venmo for peer to peer transferring of money, I do not sell any products on the platform. On April 29th, 2024 a friend sent me multiple transactions totaling $225. The Venmo algorithm flagged this as suspicious activity and I was later informed by Venmo that my account had been locked. On May 27th, 2024 I received an email from Venmo stating they needed my ID to confirm my identity. Using the email link they sent me, I provided the information. After not hearing back for several weeks I reached out to them in early June because I was unable to add my bank card or account number to my account in order to withdraw my funds. On July 10th, I was told I needed to provide a copy of my bank statements showing my full legal name and the last four digits of my account number. I was told this information was needed to unlock my account and needed in order to receive my money. On July 17th, 2024 after months of back and forth I was given an email saying my account was permanently locked and that they do not need to explain why. Venmo has effectively stolen my money. I did not violate any of their terms of service and they are stealing from me. I want them reported and I want them to be forced to return my funds because this is completely unacceptable.

  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:07/21/2024

  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.

  They baited and manipulated me into making changes to settings on my account so they could suspend me and also accused me of a federal crime. They keep saying theyve responded via email with a resolution and explanation but the email doesnt explain or resolve anything. Attached are 56 pages of proof that they are treating me like garbage just for fun.

  Business Response

  Date: 07/26/2024

  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:07/21/2024

  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 payment from a customer has been pending since 05/28/2024 & all Im getting is run arounds from Venmo as to why I havent been paid yet!?!?

  Business Response

  Date: 07/26/2024

  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:07/21/2024

  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.

  Hello, On 7/8/2024 there was a fraudulent charge from my Venmo account for $1500, that was also drafted out of my connected ***** Fargo business account. I opened a case with my bank (***** Fargo) and also with Venmo. Venmo refunded my $1500 on 7/12/2024 back into my ***** Fargo account. This should have been the end of it. I remove my ***** ********** off of Venmo bc Im afraid of any further fraud charges. I soon receive another email from Venmo claiming that my bank reimbursed me also, which is not true. I sent them bank statements using the link sent from the customer service agent at **********************. The bank statement clearly show only one reimbursement, and that was from Venmo for $1500. I also sent them the letter from my bank stating they closed the case when they saw that Venmo reimbursed me. I have proof. They are still refusing to adjust the balance on my Venmo from ***** back to 0. Once they fix the problem I will be closing and not doing business with Venmo ever again.

  Business Response

  Date: 07/25/2024

  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:07/21/2024

  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 7/19/2024 I was unable to make payments with my account. I called support with no resolution. That went on into the next day. I was then unable to link another card. Today, I am locked out of my account and can not access my money. I have made 6 calls to Venmo in total, 2 of them, I was hung up on. They are aware of a vug fix for these problems..... they just dont do it and lie. I will be going to the ** in my state (Tx) and filing a formal complaint and go from there. They are holding my money hostage and have locked me out of my account for no reason and wont help me!

  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:07/21/2024

  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.

  Complaint to the Better Business Bureau Regarding Venmo Services I am writing to formally file a complaint against Venmo, a service I have used for several years. My experience with Venmo has been overwhelmingly negative, primarily due to the inadequacies and unresponsiveness of their customer support. Despite my account showing no restrictions, holds, or freezes, I encounter numerous operational issues. Here is a detailed list of the problems I have faced:Inability to Send Payments: I am consistently unable to send payments through my Venmo account.Linking Debit Cards: Linking debit cards to my account has proven impossible, despite multiple attempts.Transferring Funds: I am unable to transfer funds out of my Venmo account, which severely restricts my access to my own money.Purchasing with Debit Cards: Using my debit card to make purchases works sporadically, adding to the frustration.Whenever money is sent to my account, withdrawing it becomes a significant challenge. The support team has repeatedly attributed the frequent flaggings and pending delays to random factors, yet these issues persist consistently, rendering my finances inaccessible.Additionally, my experience with Venmo's cryptocurrency feature has been equally problematic. While purchasing cryptocurrency went smoothly, attempts to sell it have been met with immediate flaggings, resulting in my funds being held for six days. This delay is unacceptable, and the lack of a resolution from customer support exacerbates the situation.Customer support has been entirely unhelpful, offering only generic responses and stating they cannot resolve the issues. When I request to speak with someone who can provide assistance, I am promised a follow-up that never materializes. Venmos service has proven to be unreliable and frustrating, and I am not alone in experiencing these issues. Many users report similar treatment, indicating a systemic problem within the company.

  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