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:07/18/2024

  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

• 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.

  I had a payment sent to me via Venmo. I tried cashing out and Venmo immediately blocked me and then stated I made a violation after asking for my identification which is very suspicious activity. There was no foul play or any other reason to block my accounts matched my identification but yet they have my account on hold for 180 which is not acceptable.

  Business Response

  Date: 07/25/2024

  Dear D Paris, 
  
  My name is *****, and I am writing on behalf of PayPal, Inc. in response to your complaint.
  
  My review determined that this complaint was not submitted on your behalf but on behalf of another PayPal account holder.
  
  Due to PayPal's strict Privacy Statement, I am only able to address account information with the account owner. As a result, I cannot divulge account details to you regarding an account that is not in your name. I apologize for any inconvenience caused in respect of this matter. I have provided a full response with all details directly to the account holder.
  
  Please feel free to contact PayPal's ****** of ****** Customer Complaints & Advocacy at **************************************** if you have any questions or concerns or if I can be of further assistance.
  
  Very sincerely yours,
  
  Elize
  PayPal ****** Customer Complaints & Advocacy

• 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.

  A vendor had denied my card at fuel pump twice so i went in and pre paid later that night they pulled 2 50$ holds wich ****** me off solely for the fact of they denied card but yet have the nerv to hold 100$ of my money well 2 days later the one got removed but the other one is still pending its since july 3 its theft and i want intrest on my money

  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:07/18/2024

  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.

  I purchased some Litecoin cryptocurrency on Venmo, but they dont allow you to send your cryptocurrency whenever You would like, you may only send your coins when they allow you to do so. Because of this, I just wanted my money back so I sold my Litecoin cryptocurrency and without prior warning, as soon as my transaction was complete I got a message that says, you will receive your funds on July 23 and today is the 18th! Litecoin takes 30 minutes to complete a transaction at the longest. They are illegally holding my funds, as I feel like this is their scheme so that they can profit off of the interest that will occur over this illegal holding period. I demand that they release my funds immediately!

  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:07/17/2024

  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 12th I issued an ACH transaction to someone who was knowingly scamming me. I put in my stop payment with my account on July 13th and it successfully completed on July 16th. This amount was sent under the false presents given to the recipient. They are responsible for the full amount located in my Venmo balance that is owed. That is not my responsibility as the person who received the money scammed me. I put in a dispute and it was denied. I need those funds not on my account and given to ***************** who committed fraud.

  Business Response

  Date: 07/21/2024

  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:07/17/2024

  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 friend tries to transfer money to me based on our daily expense record in *********. I got the email from Venmo to accept this money, but I'm unable to finish this process. Once I click the button with accept money, it asked my phone number, after verification it tells me I need to register a new profile, but my profile is already registered with the email and phone number. Venmo just hold the money and won't let me get it even though I've setup everything.

  Business Response

  Date: 07/19/2024

  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