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:07/15/2024

  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 have used Venmo as my primary peer-to-peer transition platform, until this is resolved I won't use it again. I sent my cousin $200 over Venmo but did not realize her username contained a dash within it and by the time I did realize the transition was already complete. Both accounts were hers however she did not have access to the one account without the username dash (The one I sent it to) and when she called and tried to recover it they were rude to her and said they could not help her. When I called they simply told me there was nothing they could do, even after I waited an excessive amount of time on the phone. I just need the money transferred to her new account or back to mine so I can send it to her. I will not use continue Venmo and will tell my friends not to either.

  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
  
  

  Customer Answer

  Date: 07/17/2024

   
  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:07/14/2024

  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 am a homeless individual who is dealing with ptsd from Covid. I worked in a hospital during the pandemic and because of all the death and suffering I witnessed I suffered a nervous break down. I am currently under medical care and occasionally need to borrow money for food, gas or bills I have to pay. I signed up for Zelle and Venmo and have had my money withheld for no reason. They say for my protection but never clarify the reason and continue to pace my money on hold. I received 2 deposits over the last 2 weeks and theyve both been placed on extended holds. They requested my id so sent it they released my money. I got another deposit and they placed that on hold asked me ti send my id again and a copy of my bank statement. Now theyre holding it and asking me to send in a picture of me with my debit card. It is ***************************************************************************** I have to wait 180 days. I dont want to have the accounts open another day I want my money and the accounts closed. They havent provided any proof of any kind as to. Why my account is frozen

  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:07/13/2024

  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.

  Ive been going back and for for the past 12 days over several emails and phone calls through continued efforts to resolve a dispute with the company Venmo. They have the worst customer service Ive ever experienced. They are either incompetent and incapable of reading the prior emails or completely gaslighting me and unwilling to resolve this matter appropriately. I received a rent payment from a tenant of mine via check on July 1st, and he was due back a return payment in the amount of $836, which I sent to him via Venmo before knowing he had closed his Venmo account. Once I was made aware of this, I requested return payment as this is Venmos policy, and I sent an email to their support team explaining the issue. They nicely explained payment would be immediately reversed as soon as they received Garretts consent in writing via email, which he sent, and he was first included on the support email chain. They demanded it then be a separate email which he then obliged to do, and complied with, still nothing. The representatives respond each time to my daily updates to the same thread as if they have no clue what Im talking about and the entire situation must be explained again. ******* has notified them in writing and called support several times making note of the request number that was cited in the original email reporting this issue. They are clearly giving me the runaround. I want my $836 dollars back. This is absurd. I will never do business with this company again after this experience is settled.

  Business Response

  Date: 07/15/2024

  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: 07/15/2024

   
  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. They have started to process the return of $836 to my bank account, and although it has not cleared yet, I do see it pending.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/13/2024

  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.

  My name is ************************* I am writing this letter today in distress. I am facing a hardship due to me not getting my funds release for over 10K. You guys said I violated your policy and cant reopen my account for use. I understand these protocols and measures. I dont understand why we havent came to a resolution to releasing the money to me. They have been sitting since 2021 if not longer. I was told on several occasions it would be held for 180 days. But for someone money they received from the government from employment still being help without explanation is diabolical. Im not asking to use the account Im asking to release the funds whether its by mail using the card to transfer anything. My funds not being released have cause me to become homeless debt and so much more. I am asking today that someone have a heart to release my funds. No one should be treated like this. The world is high as it is with food jobs homes, Americans need their money. I am here to ask to please release my funds so I can get my life back on track

  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

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21985984
  
  I am rejecting this response because I have given you guys the proper docs and you guys are still giving me the run around still taking weeks to release my money wen you have everything in front of you in your records I dont understand you people its ridiculous 
  
  Sincerely,
  
  *************************

  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

  Customer Answer

  Date: 07/30/2024

   
  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:07/13/2024

  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.

  Complaint regarding Venmo-paypal.Family member sent me funds of $1000.00 via Venmo on 7/77/2024 @3:35pm CST. Immediately after receiving the funds and attempted to transfer to my bank account (BOA) ********************** suspended and froze my account. They did not give any reason, merely sent me an email asking for a photo id to confirm my identity. Note I had to set up numerous vectors to identify myself when creating the Venmo account including numerous verifications. I've called their customer support, they informed me a particular department within the company will review the issue but refused to give me any contact information to them. This money is needed to pay rent and is currently sitting in escrow with Venmo for no reason.

  Business Response

  Date: 07/24/2024

  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:07/13/2024

  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.

  Hi My Venmo Account Has been Temporarily Frozen, this happened last week, i got an email and notification from Venmo and they provided me the Reference ID: #******** After the previous email 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 to wait 3-5 business days but its more than 5 business days now and they still havent gotten back to me as my account has been frozen, I tried making them understand that i didnt go against their user agreement yet the issue was still not resolved, i even called. I created my Venmo account so i can be able to make transactions because of my Lbri Business and transactions within family and friends, i havent done anything to violate the terms of Venmo. Thats the reason im here to tell you about the problem am having at the moment, i tried all i can but yet nothing works on getting my Venmo account unfrozen and working again.

  Business Response

  Date: 07/15/2024

  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: 07/15/2024

   
  Complaint: 21984066
  
  I am rejecting this response because:

  they just told me my account got permanently frozen today and here is the reference ID: ********

  that was sent just today, i would love if this is fixed and all limitations on my account is unfrozen

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

  Business Response

  Date: 07/18/2024

  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: 07/19/2024

   
  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:07/13/2024

  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.

  July 10th $403.25 was stolen from my venmo account. I immediately deactivated my card and contacted venmo to let them know of the fraudulent activity and they disputed the transaction. July 13th I get an email it's being denied and venmo won't reimburse the stolen money. This is unacceptable and venmo is allowing theft from their customers. This company don't investigate anything. A real bank contacts the merchant or location to get evidence of who stole the money. This company don't do a **** thing. They are criminals.

  Business Response

  Date: 07/15/2024

  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: 07/15/2024

   
  Complaint: 21983941
  
  I am rejecting this response because: you openly admitted your investigation is only on someone's account. How does that poor excuse for an investigation tell you who stole my debit card and used it ?  A real investigation requires you to contact the merchant and figure out what happened.  Refund the stolen money or my husband will contact his lawyer and take this to court. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/18/2024

  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: 07/19/2024

   
  Complaint: 21983941
  
  I am rejecting this response because: since you refuse to dispute the stolen money we will just settle this in court. My husband mailed the letter of intent to *** this morning.  See y'all in a few months. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/12/2024

  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.

  OVER PAYMENT TAKEN FROM MY ACCOUNT:FRIDAY AFTERNOON, JUNE 14TH - VENMO CREDIT CARD PROVIDER ERRONIOUSLY TOOK $2005.56 AS A FULL PAYMENT AGAINST MY BALANCE, FROM MY BANK ACCT. IMMEDIATELY, I CALLED VENMO AND SYNCRANY REQUESTING THEM TO REPLACE THAT PAYMENT IMMEDIATELY AND THEY SAID IT WAS A MISTAKE BUT THEY WOULD MAIL A CHECK WHICH COULD TAKE WEEKS. Come Monday morning, the funds HAD been deducted from my account so the STOP PAYMENT procedure didn't help for the initial $2005.56. However, it would prevent them from doing it again. A few days later, I received a written apology from Venmo stating that THEY erroneously took the full payment and that they would credit my account while investigating the issue and would mail the funds to me by check. (see attached) A few days later, after I received the check, I received a notice that they then attempted to take yet another failed payment.. (see attached) After that next attempt to grab back the $1900+failed, Synchrony / Venmo added back $1900+ against my credit limit which immediately HIT my credit score forcing me into over 182% of my account limit and critically lowered my credit score!!! (see attached docs) I've been going back and forth with Venmo and Synchrony regarding their incompetency while handling this issue. Synchrony says that they manage Venmo however, all my correspondence has been by email from VENMO CC by email and phone. (see attachments) During this time, I requested Synchrony to send me a new card and I chose to change my password. They did not think it necessary to provide a new card. Now, another Sync Rep says that we should've issued me a new card.... VENMO is now claiming that they NEVER actually removed the funds from my bank and are declaring me to return the funds by the 23rd of July or I will suffer yet again another attempt to grab that $1900+ and put it against my credit limit repeating this same catastrophes against my account. (see attached bank log) Contact me for FULL report!

  Business Response

  Date: 07/13/2024

  July 13, 2024
    
  *********************
  
  We understand your inquiry is regarding your Venmo Credit account, which is offered by ************************* ************************ is the appropriate entity to address your inquiry. We received your correspondence and have forwarded it to our bank partner Synchrony for further review and follow up. For your convenience, we have provided contact information for ************************ below.
    
  Venmo Credit 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 regarding your PayPal account.
  
  Very sincerely yours,
  
  PayPal ****** Customer Complaints & Advocacy

• Initial Complaint

  Date:07/12/2024

  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 had money sent to me for car repair and other things and no sooner than this 2700 was sent to me venmo wouldn't let me have my money I couldn't instant send it to any of my bank access and when I did a regular transfer they approved it then in the same exact min ! They suspended my account and made my amount 0 ! Beware of receiving any large amount of money from anyone because venmo will take your money and hold it for days to COLLECT INTEREST OFF OF IT ! and nowhere in there rules does it say they are allowed to do that ! My attorney and law enforcement and a detective currently are aware of this and are investigating it as I made sure I screenshot where I tried to move my money into 3 different bank accounts and even tried to send it back to the person who sent it EVEN lowered the amount and they wouldn't let me have any of my money ! I will be sueing this company for everyday that they keep my money for thier own benefit ( even though this company was bought by a multi billionaire! BEWARE USE ANOTHER SOURCE LIKE ( CASH APP) they never hold your money and cause you problems! Also I posted how they have 1 star on their ratings ! I wish I had seen that sooner !

  Business Response

  Date: 07/20/2024

  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:07/12/2024

  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.

  Holding federal direct deposit funds

  Business Response

  Date: 07/12/2024

  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