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:07/19/2024

  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.

  7/4/24 I deposited ******* to my chime bank account. Chime return funds due to the names not matching on the accounts. ********************** says they dont have any transactions,chime provided a transaction number Venmo will not release my fund. Venmo is a scam they keep your funds and steal your money they need to be shut down claims need to be investigated

  Business Response

  Date: 08/05/2024

  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:07/19/2024

  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 account was frozen with 525$ in it now they closed it and are holding the 525$ for 180 days I really need my money but they refused to transfer my money out

  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:07/18/2024

  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.

  On July 12 at 11:10 am I placed a food order for pickup at a ********** restaurant called Vegan 15 using an online ordering system called Menufy. The order totaled $57.28.When I went to pick up the order at the designated time it was not ready. 15 minutes later I was told the order had not been seen by the cashier. It had not been started and could not be ready for another ********************************************************************* process on Venmo, and was told yes.When I still saw the order pending on Venmo later that day, I contacted the restaurant by phone and could not reach anyone. I contacted ****** twice that day by phone and email and was told they would begin the refund process.On July 13 evening the payment to Menufy via Venmo was processed. I emailed Menufy several times that weekend and called on Monday July 15 to inquire about the refund.I also opened a Venmo dispute on July 15. Dispute ID: ****************** Transaction ID: ******************* Today, July 18, I spoke to ******. They told me they had been unable to get in touch with the restaurant, who would have to authorize the refund, and encouraged me to seek a resolution through my payment processor. I also tried calling the restaurant again to no answer.Also today, July 18, Venmo asked me for further documentation on my order, which I provided in full with a thorough description of events. At 4:51 pm, they rejected my claim apparently because I cannot prove I didnt receive the items I did not receive.This is a stunning lack of consumer protection and shows me this is not a safe service for customers. I will be discontinuing my use of the service if the refund cannot be resolved in full. I would never have an issue with a fraudulent charge like this if I had used my bank or credit card for payment. Those claims usually resolve within ***** hours in favor of the customer who has been ripped off. I am shocked Venmo did not resolve this immediately upon receipt of the dispute.

  Business Response

  Date: 07/23/2024

  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: 07/23/2024

   
  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:07/18/2024

  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.

  was paid for a transaction via Venmo. After numerous attempts to access my funds unsuccessfully, the account was frozen on *********. Venmo requested documents verifying identity, which were successfully sent. On 7-18-2024, I received notification that my account would be closed & the balance of ****** could be held for up to **************************************************************************** on this account. ********************** makes transferring funds unnecessarily convoluted & is top restrictive when attempting to access YOUR money. I have no issues with the account closure but 180 to obtain MY funds is excessive. I would like to use/or transfer my ********* will never bother using Venmo again.

  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
  

• Initial Complaint

  Date:07/18/2024

  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.

  I received a promotional email from Venmo 7/16/2024 advertising customers would receive a $5 discount for purchasing items through TikTok Shop (min $35 purchase) if they used their connected Venmo account as the sole payment method. I made a TikTok Shop purchase of $36.41 on 7/17/2024 and selected my connected Venmo account as payment option. It prompted me to select what source of Venmo to use to which I selected my bank account info saved through Venmo. After completion I noticed that the $5.00 discount was not applied. I reached out to Venmo customer support regarding the issue and told that the discount could not be applied because in order to qualify it requires "using Venmo balance as the sole payment method". I did not remember seeing this specific wording in the original promotional email. I went back and re-read the terms and conditions. There is no language stating that you must use your Venmo balance as payment, only that you must "pay using Venmo as the sole payment method". This is what I had done--I paid for my purchase using the Venmo platform as the sole payment method. I used no other method, such as a credit card, Paypal, etc, only Venmo. I replied to the customer team with this info, including a screenshot of the terms and conditions. They replied back with a non-existent quote from the terms and conditions--they doubled down that it was clear that the Venmo balance must be used. I again pointed out that this language does not exist in the terms and conditions, to which they finally acknowledged what I said to be true. However, the representative replied "I also understand it is not specifically mentioned about the platform or a payment method. However, in this case, Venmo balance as the sole payment method is considered as a funds from your Venmo balance." They expect customers to follow rules that they never explicitly make clear, misleading by distorting their own terms, and withholding discounts. This is misleading fraudulent behavior.

  Business Response

  Date: 07/23/2024

  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: 07/25/2024

   
  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:07/18/2024

  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.

  There was a $1500 charge on my account, sent to a person I never had any contact with. I immediately filed a claim and received an email that Venmo's office was closed until Monday, this was Saturday. In the meantime, my account was frozen, indicating Venmo had detected fraudulent activity and recognized the charge as unauthorized.8 hours later I received an email stating my claim was denied, asserting the charge was authorized. This decision seemed swift, considering their closure until Monday. The email lacked explanation and instructed me to send a follow-up if I wanted further details. I received no response to my follow-up despite numerous attempts. I even tried contacting the individual who received my money, only to find that she blocked me on Venmo, solidifying the fraudulent nature of the charge. I was able to speak to someone via the Venmo chat function and was told the specialist who worked on my case didn't provide documentation for denying the claim; she denied it without even reviewing it. I filed an appeal which got denied as well, stating that if this was a scam, I should take legal action. I was then told from Venmo that my bank would reimburse me. After investigation, my bank did not reimburse me because Venmo had claimed the charge was authorized. I spoke to Venmo again, they told me that they believe the charge should be reimbursed, after telling my bank the opposite. I went back and forth, essentially, Venmo had lied, they told me the claim was approved, but told my bank it wasnt. I asked them for documentation from their investigation, after a month and multiple follow **** nothing.Having been a loyal Venmo user without ever filing a claim, I find it disappointing that they disregarded a clear scam. The lack of response or action is exceptionally unprofessional, especially given the widespread reliance on Venmo. Im asking I be reimbursed the $1,500. It has been 2 months, Im sick of trying to get reimbursed for a charge I did not make.

  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: 07/27/2024

   
  Complaint: 22009034
  
  I am rejecting this response because Venmo is telling me this case is with my bank and theres nothing they can do. My bank told me they reached out to Venmo and Venmo denied the reimbursement. This charge was made on Venmo so the reimbursement should come from Venmo, not my bank as they had nothing to do with the unauthorized charge. I was scammed through Venmo so they should be the ones taking accountability. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/31/2024

  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: 08/01/2024

   
  Complaint: 22009034
  
  I am rejecting this response because after reviewing their response was exactly the same as the first one. I even asked that the person who my money was sent to be investigated, which was ignored. Venmo is a large corporation and people rely on the use of Venmo for daily transactions. The fact that a scam is being blatantly ignored is extremely unprofessional.

  
  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: 08/08/2024

   
  Complaint: 22009034
  
  I am rejecting this response because I have not received any additional responses since my last email sent. I also reached out to my bank again, as instructed and was told that I need to be reimbursed by Venmo. They already closed the case because when they reached out to Venmo, Venmo had denied my claim. Venmo needs to take responsibility here. They have the money to reimburse me clearly because they took the money from my account. The money went to a spam account so they need to pull the money from the spam account and send it to me. My bank does not have the money because it was withdrawn from my bank account and sent directly to Venmo. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/18/2024

  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.

  I filed a complaint once on this same issue and was issued a refund eventually same thing is happening but they're refusing additional refund because they say their policy only allows one refund the situation is when I cash a pre printed payroll check the terms and conditions say I will be charged 1% or $5 whichever is greater and that is the type of check I am cashing (copy of check attached)for handwritten checks the fee is 5% or $5 whichever is greater at first I was always charged the 1% or $5 but after a few checks it started charging me the 5% although checks were still pre printed payroll check same employer nothing had changed they determined it was supposed to be the 1% or $5 and refunded difference and it went back to correct fees for awhile and last week it started charging me the 5% again and they are refusing to correct tge error this time since they have already done it once so essentially saying as long as we corrected it once we can now go back to over charging and not adhere to our agreed upon written terms and conditions

  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

  Customer Answer

  Date: 07/25/2024

   
  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:07/18/2024

  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.

  In June this year, I ordered a meal delivery on the Uber Eats app and paid with Venmo. After the meal was delivered, I noticed my coupon did not apply successfully (please see the attached screenshots). I contacted ****'s online chat agent, who told me he/she could not help. So, I filed a dispute on Venmo. However, Venmo declined my refund request three times. The 1st time, they said they declined it as they could not refund me the full amount of the meal. I told them they got it wrong and clarified that I only needed a $25 refund (the coupon value). After this correction, they declined it again. I talked with a Venmo online chat agent, and she was not clear about the decision but helped me file an appeal. She also suggested I get proof that Uber could not handle my request anymore so Venmo could move on. I followed her suggestion and got a rejection letter from **** (attached). I submitted all proof again for a new appeal. Still, yesterday, I got an email from Venmo saying they declined my appeal because I "didn't provide a valid document to support the claim" (please see the decision letter attached). So, up to now, I don't know what kind of "document" I can further provide to Venmo as I have already provided the following: 1) a screenshot of the coupon on my Uber Eats account, 2) the price of the meal I was supposed to pay with the coupon, and 3) the email in which Uber Eats declined my request. I told Venmo I would have to seek help from BBB if I could not hear from them. And here we are.

  Business Response

  Date: 07/23/2024

  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:07/18/2024

  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.

  Unauthorized Transactions: Transactions totaling $19,555.51 were made from your Venmo account without your knowledge or permission between March 23, 2023, and December 1, 2023.Incarceration: During the period when these transactions occurred, you were incarcerated at *********, **, which suggests that you did not have access to your account or authorize these transactions.Discovery and Action: You became aware of the unauthorized activity when you received notification from the Veterans Affairs about changes to your direct deposit. Subsequently, you contacted Venmo to freeze your accounts until your release.Recovery Efforts: After your release on June 13, 2024, from CDCR to MCRP *********, you initiated the process of recovering your accounts and funds with Venmo.Legal Actions: You filed a police report with the San *********************** (Report # ***********), as well as reports with the ************************ (# *********) and IC3 ********************** to document and investigate the fraud.

  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:07/18/2024

  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 April 17, 2024, I was an idiot and didn't catch a scam right away, but did with enough time to NOT pay the money. It was $50. I called venmo and told them not to pay the money, that it was a scammer. They refuse to help me, so I closed my bank account. Ever since, they have been harassing me daily via phone calls and emails. When I do talk to somebody, they're extremely rude and won't answer any of my questions. Three of the people have spoken to admitted they know the person is a scammer. They want me to pay the $50 but then return it to me. That's what one employee said. When I questioned why bother going through all of that, he became very upset and ugly. I want them to leave me alone and they will not. I don't understand why they keep calling me to collect the $50 and then tell me they're just going to give it right back to me because they have admitted they know it was a scam. Just write it off and let it go and leave me alone and stop harassing me. That's what I want them to know and I don't want to talk to them because they're very rude. I wouldn't be surprised if they're working with the scammers.

  Business Response

  Date: 07/22/2024

  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