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:07/16/2024

  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.

  On 6/23/2024 I created a Venmo for ******* wife, I am a mobile mechanic on the weekends & also a truck driver. My wife makes gift baskets and engraves water bottles. A customer didnt have anything but ********************** so I made one so she could accept payment. The money was held for 21 days, on 7/14/2024!when the funds were finally released we attempted to transfer the money so we could close the account because we are not dealing with any payment service that holds money for that long & nothing was wrong. Customer received ************ were happy! I tried to add my bank ********* was declined, my son was on the road with me so we tried to use his because we share the same last name and address and his was declined so we tried to send the money to him through PayPal $102.91 & that didnt work either. After multiple attempts of me trying to transfer my own money from MY account my account was suspended for the second time, so for the second time I send ID which had already been approved once when they suspended the account for no reason. Now they want my bank statements and my sons and Im not sharing that information, also after sending ID again they want ID and a selfie now after initially only asking for ID. Why do I have to jump through all these hoops to be able to send MY MONEY VENMO?! I will be closing this account as soon as I can send my funds so I am not sending my bank statements. We have been patient enough so if my funds cannot be accessed then I will be taking the next step & suing Venmo.

  Business Response

  Date: 07/17/2024

  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:07/16/2024

  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 a 20 year old college student and have had a Venmo account for over a year. For some reason, which they will not tell me, they have permanently suspended my account. They have been letting people move money into my account - which now has $1478.91 - and when I tried to transfer it to my bank is when they temporarily suspended my account. I sent them the requested identification documentation and then got an email back stating it was permanently suspended without any reason. I contacted them on the phone and the customer service person said that I cannot get my money for at least 180 days. I can provide references and any information they need to confirm who I am and that I am using Venmo as intended. Most importantly, I feel like they are stealing my money without any valid reason. If I do have to wait, then they should have to pay me interest on the money because I would certainly have to pay interest if I owed them money. Any help would be greatly appreciated. Again, I am a college student and while $1478.91 may not seem like a lot to someone else, it is a lot to me. Please let me know if there is any additional information I can provide.

  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
  
  

• Initial Complaint

  Date:07/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope this message finds you well. I am writing to urgently request the reinstatement of my Venmo account, which was suspended on July 15th after I attempted to send money. I rely heavily on my Venmo account to pay essential bills and cover medical expenses. In response to the suspension, I promptly provided my passport for identity verification. Despite multiple follow-*** through emails and phone calls, I have yet to receive a response or resolution. Given the critical nature of my situation, I kindly ask for your immediate attention to this matter. Ensuring my account is reinstated will enable me to manage my financial responsibilities without further disruption. Please find my account details below for your reference: Email:************************* Phone Number: ************ Thank you for your prompt assistance. I look forward to your swift resolution of this issue.

  Business Response

  Date: 07/17/2024

  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:07/16/2024

  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 deposited money into this bank and they are holding my money saying there is a investigation I worked for my money and was getting my checks directly deposited into that account

  Business Response

  Date: 07/29/2024

  Dear Lawajuan Green, 

  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help,so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21998410
  
  I am rejecting this response because:
  
  Sincerely,
  
  Lawajuan Green

  i still am unable to access my money they keep telling me the same stuff and to send the same information in

  Business Response

  Date: 08/08/2024

  Dear Lawajuan *****,  

  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: 08/09/2024

   
  Complaint: 21998410
  
  I am rejecting this response because:
  I am still not able to access my money 
  Sincerely,
  
  Lawajuan Green

  Business Response

  Date: 08/13/2024

  Dear Lawajuan Green,  
  

  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:07/16/2024

  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.

  My daughter, *******************************, a minor, was able to set up a Venmo account and accept payments totalling $115.00. When she tried to have the funds sent to her bank, she was told that her account was frozen.I am her father and called Venmo to explain the situation and get the funds to her bank account and close the account. I spent over an hour on the phone and provided her bank statements to prove the account was hers. They assured me the funds have been sent and will recieve them in 1-3 business days. This was on June 23, 2024.After two weeks we didn't receive the funds and called back again. I spent another hour on the phone, sent them my Driver's license and a picture of me holding the *** I was assured that the funds would arrive in 1-3 business days. This was on July 9, 2024.Now, the transfer has failed a second time. Venmo is withholding the funds of a minor and will not credit the funds back. We have subsequently set up another account for my daughter and they will not simply transfer the funds over.They are making the process so difficult that they are hoping we just give up so they can keep the funds.request #********.

  Business Response

  Date: 07/18/2024

  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: 07/18/2024

   
  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:07/16/2024

  Type:Sales and Advertising 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, *** tried to cash my instant transfer every pay period and something always happens to where I cant get it. The support never has any explanation other than it was declined on our side so this feature wont be available whats the point of having instant transfer as an option if it never works? It has caused me to have late payments and Ive had to switch banks. Thanks.

  Business Response

  Date: 07/18/2024

  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:07/16/2024

  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 just opened a account with ******************** and got ************************************************************************************************************************** from my money which I need very badly they're is no one to call about it I have tried they tell me I have to wait for an email from them. They should not be allowed to do this to people it's awful I ha e been without water because my water got shut off since they wouldn't allow me access to my. Money the stress this is causing is out if this world they should not be allowed to do this to people

  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
  
  

• Initial Complaint

  Date:07/15/2024

  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.

  Hi My Venmo Account Has been Permanently Frozen, this happened few minutes ago, i got an email and notification from Venmo and they provided me the Reference ID: #******** After the previous email they sent to me saying my account was suspended and i needed to provide a valid photo identification i did all they said and nothing worked out and they told me that they cant provide any services to me as my account has been frozen due to violations and complaints made by customers, I tried making them understand that i didnt go against their user agreement yet the issue was still not resolved. I opened my Venmo account so i can be making transactions because of my Lbri Business and transactions within family and friends i havent done anything to violate the terms of venmo, if i have i would love to file an appeal and get this fixed i really need Venmo. Thats the reason im here to tell you about the problem am having, i tried all i can but yet nothing works on getting my Venmo account unfrozen and working again i would love to appeal and get this fixed thank you.

  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
  

• Initial Complaint

  Date:07/15/2024

  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.

  Hello, my complaint regards a sum of $600 acquired by my girlfriend as her working wages which she sent to me through Venmo to pay our rent. The transfer of said $600 was sent successfully from her Venmo account to mine. But then, when I initiated a transfer of the same sum on July 5th to my bank account, it never came, and has STILL hasn't. (I can provide screenshots and transaction numbers for each of these transfers if desired.) I waited until the 10th of July the next week, and then attempted to contact Venmo support to inquire as to the location of our money, while a portion of our rent continued to be unpaid as a result. the agent was less than helpful, claiming the transfer had "already been completed Venmo's side", and that "it can take 1-3 business days for the bank to put it into your account". Both very obvious facts that can be easily found in Venmo's FAQ , which I had already thoroughly reviewed at that point. The agent abruptly ended the chat after I took more than a couple minutes to reply (since I was looking through my bank accounts to verify things on that end), but not before assuring me that I could "expect the funds to reflect in my bank account within the day" and "If the funds are still not available, please reply to the email I receive so that we can investigate this further." (The whole conversation was sent to me in said email as a chat transcript that I can also provide.) The next day, July 11th, after seeing that the $600 STILL had not been transferred to my bank account, I went immediately to Venmo's support chat again. They were even less helpful this time, repeating the same FAQ answers, and then hung up the chat on me, without sending me a transcript. They simply opened a "dispute ticket' on my account, but as of today have not even begun an "investigation". At this point, we very urgently need that money so as not to be evicted, so any help or legal advice BBB can provide will be greatly appreciated. Thank you for your time.

  Business Response

  Date: 07/16/2024

  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:07/15/2024

  Type:Sales and Advertising 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.

  This has to do with the estate of my deceased sons Venmo Account. My son died 3/12/2023. I contacted Venmo to notify them of my sons death after finding out he had money in the Venmo account. ********************** also advised me that he had Bitcoin.The money in the account is minimal, its the Bitcoin that has considerable value.I have forwarded all the documentation they requested, Death Certificate, Letter of Administration, W-9 , TIN Number, Photograph of my ID and numerous other forms they requested. I had not heard from them for several months, so I wrote to them again and now they are requesting all this information again, it seems to me they are stalling. The Bitcoin in March 2024 was worth $2000.00 or so. The 1st time I reached out to them was March 1 , 2024 it is now July 2024 and I have no answers, and money. They never have the same person working on the account.

  Business Response

  Date: 08/08/2024

  Dear *************************, 
  
  We're sorry to hear about your experience and appreciate you letting us know. When issues like these happen, we work hard to support our customers and be there when they need us most.
  
  We're here to help, so we reviewed your concerns and responded to you directly via email. If you have any other questions or concerns, don't hesitate to reach back out by replying to our message or by visiting our Contact page on the Venmo website.
  
  Sincerely,
  
  Venmo
  

  Customer Answer

  Date: 08/08/2024

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