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:07/07/2024

  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 have downloaded and used the venmo banking app to send and receive money to and from friends and family. Venmo spontaneously and unprovoked decided to freeze my account pending identity verification. I provided to them all requested information including my state identification card as well as a copy of my bank statement. They then stated that because my debit card number was not visible on my bank statement they could not accept it. Banks do not generally list card numbers in the statement, only the account number. After requesting a supervisor to further escalate the issue i received a response stating that i qas in violation of their user agreement and my account would be permanently closed and that they would hold my money for 180 days.

  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:07/06/2024

  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.

  Several months ago I created a business account for selling plants online and gave it a name reflecting this. This year, I registered my LLC, and the main service I provide is software development, so of course I wanted to change the name on Venmo to the name that doesn't mention plants. Their website says to contact them for changes to the business name, so I did. And they told me they couldnt change it due to compliance. When asked for a link to the law that prevents them from changing it, I was shown their website, which says they can't change business name, but also says that that is private info not visible to customers? I offered to provide them legal documentation of the legal name of my business. They still wont change it. The only option for changing my business name is to delete both my business account AND my personal account, which has existed far longer than my business has and which has no legal connection to it. I asked to just delete my business account and create a new one, but they dont allow that. I asked to create a second account with the same phone number but they dont allow that. I do not want to lose the history of my personal account. You can download transactions, but it does not include any contact info for transactions, nor access to receipts. Eventually someone told me they would have a team make the changes for me. They never did, and when I reached out again, they said they wouldnt do it. Online Ive seen examples of other people getting their business name changed. Since deleting an account separate from my business one is unacceptable to me, I am technically doing business under a false name which is illegal. They are doing a good thing to try and prevent fraud and money laundering- but they need to provide avenues for legitimate businesses. No other service Ive used has this restriction or lack of reasonable resolutions. Deleting personal data should not be the cost to change a business entity name to match the legal name.

  Business Response

  Date: 07/10/2024

  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 PayPal website.
  
  Sincerely,
  
  PayPal

• Initial Complaint

  Date:07/06/2024

  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.

  So a friend of mine sent me $900 on venmo so I opened up account just to get this money and as soon as they know got my money they froze my account took $650 and send it to some other bank h*** 250 more of it because they said there was fraud in my account and remember this account it's still till this day which is 5 days later there's a $15 balance in my account and I still haven't got one dime out of this f****** bank they should burn this establishment to the ground and fire everybody in it

  Business Response

  Date: 07/09/2024

  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: 07/09/2024

   
  Complaint: 21950921
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/06/2024

  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 opened a Venmo acct 3 weeks ago and set up my acct for direct deposit from my employer to deposit my paychecks on Venmo acct. I have them what they wanted for verification purposes. I wait 10 days to get the debit card and I get it and activate the card. For the last two weeks every transaction I've tried to make with the card has been declined. My paycheck has been sitting on my card for over two weeks and they have refused to give me access to my money. After 8 phone calls to them trying to find out what the problem was, which they couldn't tell me or fix the issue with my card, I decided to close my acct with them, only to learn that they had frozen it. I've been sitting in a 5th wheel trailer in 115 degree heat for the 11th day in a row, with no food no water and no gas to get to work because they've denied me access to my money. I tried everything to transfer my money onto a bank acct I just opened and tried to Venmo it to another Venmo user, with no luck. So I get an email from their support person who says that it's going to take 3 to five days for them to review my acct and then they'll mail me a check for the $309.00 that's on my account so that's a total of one month that they have held my money. Nobody can tell me why, just that it has to do with their security system. I'm pretty sure what they've done is against the law. I need my money, 4 weeks ago when they accepted the direct deposit. Venmo has total disregard for my situation. That's my paychecks that they are holding and I'm suffering due to their ridiculous business practices. The internet is full of complaints about Venmo freezing peoples accts and taking upwards of 180 days to mail their consumers a check for the account balances. Please warn people not to bank with bancorp or apply for a Venmo card,bthey will only regret it.

  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

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21950684
  
  I am rejecting this response because: 

  I have tried again to transfer my money to my bank account and debit card again and (AGAIN) YOUR SYSTEM HAS DECLINED THE TRANSACTION.

  I don't want anything else done to my Venmo account except for you to close the account and send me my money immediately. I've asked for it to be closed for the 3rd time and it's still open with a balance of $309.66 and all I want is my money back please? I need my money, that's my paycheck from 3 weeks ago, this is not okay, you've denied me access for 4 weeks now, enough is enough.
  
  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

• Initial Complaint

  Date:07/06/2024

  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.

  I opened and account with ******************** to receive a payment once the payment was received thru froze my account and will not give me a reason I sent my ID to verify it's me and they still will not release my money.

  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:07/06/2024

  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.

  I used Venmo to pay for a DoorDash order on 6/27/24. The amount was paid in full from my bank account connected to **********************. On 6/28/24 I received an email from Venmo that my account was frozen due to insufficient funds in my account. I filed a complaint Venmo only to receive an email that my claims was denied and I still owe them money. I have the bank statement to prove the money was deducted

  Business Response

  Date: 07/08/2024

  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

• Initial Complaint

  Date:07/06/2024

  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 an unauthorized charge for $70 taken out of my account due to someone gaining access to my iCloud information. They sent the money to another person someone I never heard of. I filed a police report I also received new debit cards. I contacted Venmo customer service about the unauthorized transaction and havent heard anything from them. The account that the money was sent to looks like it hasnt been active since 2019.

  Business Response

  Date: 07/08/2024

  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

• Initial Complaint

  Date:07/06/2024

  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.

  Today I used Venmo to purchase ******* of Bitcoin via their crypto section of their app. I completed the verification process with IDs and went through all the FAQs indicating it could be transferred to an external wallet. The purchase was instant as it was a debit card, not bank account used as payment. I tried to transfer it to my personal wallet on Coinbase and recieved an error message. I tried 4 more times before calling support. I was told the transfer was flagged but not to worry, try again in an hour. I tried again in an hour. Than 2 hours. Same error message. I called support again to be told there was nothing they could do! What? I asked for a supervisor and was hung up on. I tried to transfer at least 35 more times in 10 hours. Same error message. Phone support said 3 times they couldn't help, chat said twice the same. Why offer a service if you can't use it?This cost me over $100 in bitcoin fluctuating prices and fees. Finally, after about 40 failed attempts I had to sell. Again, this cost me more fees. I'm now about over $100 for a service I was verified for and they didn't allow me to use. I initiated the sale - it said NOTHING about holding funds. Low and behold, I completed the sale and after the sale was done they tell me they're holding it for "verification" for 7 days. None of this should be legal, much less say moral. I'm out $1100 that I needed and was told in FAQs on their own website that I'd be able to access. I want my funds released and fees credited back for having to sell.

  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

• Initial Complaint

  Date:07/05/2024

  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.

  They locked my account been holding my money for a while they wont let me transfer my funds imma get a lawyer I need my money they froze my account for no reason and stole my $80

  Business Response

  Date: 07/10/2024

  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:07/05/2024

  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 Venmo account was compromised which caused unauthorized payments to be made to two individuals. I do not check my account often because I rarely use it (as evidenced by my payment history). These transactions totaled to about 250 dollars, which for me is a lot of money. I reported this to Venmo shortly after noticing these in early June and they said they were investigating. I never heard anything back but just recently went in the app and selected all those charges to submit that they were unauthorized. I also submitted documentation proving my identity that I am the owner of the account. I would greatly appreciate if the situation can be rectified. Again, I did not make these transfers or authorize them. I am not sure how to proceed in this case but I am hoping that there is something Venmo can do to assist. All I am asking is for the transfers to be reversed or refunded to my bank. I have reached out to them about this and they told me to work it out with Venmo. Thank you.

  Business Response

  Date: 07/11/2024

  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: 07/11/2024

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