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:07/02/2024

  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.

  On March 13, 2024 I opened a Venmo account and deposited $150.00. When I tried to transfer those funds into my bank account my ********************** account was suspended. I received an email stating I needed to provide a copy of my Driver's License and I did. Then I received an additional email stating my banking statements for each account was needed. I complied and provided the requested information via the link that was provided in the email and directly to the account specialist for the 3rd time on June 31, 2024. I have yet to receive a response from the account specialist. I contacted customer service through the ********************** app on July 1, ***************************************************** within 24hrs. It's been 48 hrs. My account is still suspended and I haven't heard from Venmo. I worked hard for my money and I need access to those funds.

  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
  

• Initial Complaint

  Date:07/02/2024

  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.

  I was sent ****** for a payment, and Venmo would not let me transfer the money into my bank account - Account email ******************** , they said my account was frozen for suspicious activity, which the only activity was trying to send the money to my bank _ then I sent emails to them which have went unanswered, and I called and I get hung up after being on hold for 20 minutes without someone picking up , this is a scam business.

  Business Response

  Date: 07/03/2024

  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: 07/03/2024

   
  Complaint: 21931733
  
  I am rejecting this response because: there has been no resolution and now I  am being whistle blower retaliated against by Venmo for reporting, now they are threatening to cancel my account and to keep my money for no reason there was no suspicious activity 

  I want the ****** sent bank to the sender immediately - this business is corrupt. 
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/08/2024

  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:07/01/2024

  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 went to use my card and was unable to unlock my card. I called into see why i couldnt unlock my card and was then told there was an issue but was never informed or would not have been if I had not called and this is completely unacceptable. I was also hung up on twice by an employee and their supervisor because I was upset they are holding my money and I need it !!

  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:06/30/2024

  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.

  Venmo has taken the decision to permanently close my account I've had ******************** for many years now. My friend sent me 50 bucks on venmo which I needed for gas but I couldn't find my venmo card so i bought bitcoin thinking I could just send it to my cashapp bitcoin wallet well apparently there is a minimum of 60 to be able to send out so after all the fees they charged and having to wait for a few days I ended up with 44 meanwhile I had already ordered my venmo card then I seen they have the option to send it to your PayPal account so I went ahead and sent it to myself but it took a few times before the app actually let me send it at last I was finally able to pull the money off . We'll i also do dog grooming so I charged a card 150 and send it to my personal venmo when I went to pull it out I no longer could so I called venmo they said they suspended my account due to the activity between my venmo and PayPal so they sent an email requesting me to verify my identity so I sent a picture of my i.d next I received an email saying that due to my activity and user agreement violation they were permanently closing my account now I have 148 dollars just sitting there that I could really use and venmo said they can hold on to the funds for up to 180 days this is ridiculous I did nothing wrong but send the money to myself if it looked suspicious it's because the app kept giving me an error and to try again and if venmo felt it was all that suspicious why did they let they allow the payment in the end anyways they should have emailed me or called me to ask if I was the one making the transaction I just was my money at this point after years of being a loyal customer why would I do anything to risk the closure of my account this is really upsetting.

  Business Response

  Date: 07/03/2024

  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:06/30/2024

  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 utilize the Venmo application for personal transactions between friends and family. On 3/15/24 at 4:26pm, I received a venmo for $200 from ***************************, someone I have never met or interacted with in any context, she is a complete stranger. Four minutes later she sent a request with the message Hi - I just paid you $200 accidentally. It would be much appreciated if you could pls return the $200. Thx. I then immediately completed her return request and sent $200 back to her on 3/15/24 at 4:30pm. I didnt receive any further communication from her and the transaction was complete to my knowledge. On 4/9/24, I received an email regarding Dispute ID ******************. The sender (***************************) disputed the transaction with her credit card company stating she did not make this purchase. I have provided clear evidence to Venmo, and they have clear records of all transactions that occur, that this was a complete stranger and the money was returned promptly. As a user of **********************, I am aware of how easy it can be to send someone money accidentally. I was not aware that there was a policy in place to contact customer service if money is received by a stranger. Within their help center, this scenario is described exactly and it is stated that the payment can be reversed. My case was reviewed by the senders financial institution and the outcome was in favor of the sender. I was given no explanation of the 75-day investigation. I have contacted Venmo several times since April and they have offered no help. I am currently out $100, and I am required to pay Venmo another $100 to restore my account. This has caused major inconvenience and I have lost $100 for something that was completely out of my hands.

  Business Response

  Date: 07/02/2024

  JDear *******************************,
   
  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: 07/02/2024

   
  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:06/29/2024

  Type:Delivery 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 account to collect donations to a 501c3 charity, of which I am the coordinator.Everything worked fine for several years using Venmo to allow people to donate to our charity until I received a message (copy attached) on March 1, 2024 saying that "Your withdrawal micro transactions failed. Additionally, this account is no longer valid to make payments or transfer to your bank".Nothing about our bank account had changed.I had trouble logging in and was unable to get hold of anyone for a while. When I did, I was told to look back for a March 1 email requesting more information, which I did. We did not have a record of receiving a March 1 email. However, I called again and supplied the information requested (attached). I received no response, despite several requests for our account to be unfrozen. Correspondence attached.Meanwhile, all this time Venmo was holding, and still is holding, the funds that belong to our charity ($20,956.80).Felt that I was not getting any help and so I emailed asking for account to be closed and our funds $20,956.80 returned. Our account was closed and the funds were wired to Venmo's own account. (Statement attached).Despite countless email requests, phone calls and promises from representatives at Venmo that our case will be escalated and resolved, our case has been closed several times with no resolution, and we have not received our funds returned.

  Business Response

  Date: 07/15/2024

  Dear *****************************,
  
  My name is ******, and I am writing on behalf of PayPal, Inc. in response to your complaint regarding PayPal's Venmo product. 
  
  My review determined that this complaint was not submitted on your behalf but on behalf of another Venmo account holder. 
  
  Due to Venmo'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,
   
  ******
  ****** Customer Complaints & Advocacy
  **********************

• Initial Complaint

  Date:06/29/2024

  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 was sent 300 dollars during a human trafficking situation necessary for lodgings and was unable to transfer them out of my venmo account.

  Business Response

  Date: 07/02/2024

  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:06/29/2024

  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.

  On 6/14/2024 funds were fraudulently obtained through my Venmo account by scammers. I was presented with evidence by scammers (impersonating a trusted entity) that fraudulent transactions had been initiated in cryptocurrency in amounts of $1,057 and $2,863. To resolve the fraud I was instructed to transfer the fraudulent cryptocurrency amount from my account to the ********************** account of a trusted third party. I transferred the total amount $4,567 to my daughter who was instructed to transfer fraudulent amount to an account supplied by the scammers, with assurance no funds would be withdrawn from my personal account. The funds were withdrawn from my account however, but my bank declined the payment due to insufficient funds. Venmo covered the fraudulent payment amount anyway and is now requesting I pay the amount owed. I was only notified by Venmo after payment amount was declined and subsequently covered, NOT before. I diligently reviewed all User Agreements, Consents and Disclosures available at Venmo.com/legal and NOWHERE is it disclosed that if payment is declined by bank et all, for any reason, Venmo will still cover payment amount up to $5,000 resulting in incurred withdrawal fees, balance owed fees, suspension of Venmo account and collection debt to Venmo. I also spoke with Venmo representative Denzel today at 10:17 AM who was unable to provide location of requested information. Had Venmo honored my banks decline of payment and not covered the payment amount, I may have been protected from this heavy monetary loss. I am a senior on a restricted income and a payment in that amount is financially devastating. I feel ashamed I was defrauded, but also feel the action of facilitating a payment when it is disclosed the funds aren't available without user knowledge/authorization is dishonest.

  Business Response

  Date: 07/03/2024

  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: 07/03/2024

   
  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. I commend the business for the expediency in addressing my concerns and their partnership in resolving the issue. While the outcome is satisfactory, I do remain uncomfortable with the current lack of transparency regarding the payment practice of funding transfers when notified funds are insufficient. I feel the individuals responsible for my defrauding were aware and actively taking advantage of this process, and for those reasons I have I decided to close my account and no longer utilize the businesses' service. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/28/2024

  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.

  My name is ************************** and I am having an issue with the company Venmo releasing my funds on my account. For almost four (4) weeks, I have been attempting to get Venmo to correct a credit card issue with their system. I was able to accept credit card payments using their system. However, their system WILL NOT release the funds to me. I have alerted the company to the issue, yet, they have yet to correct it; however, they refuse to correct 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
  
  

• Initial Complaint

  Date:06/28/2024

  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 was suspended from VENMO in March 2024 after they claim there was an issue with my account. I have had no issues with my account for the lifetime of the account and dont understand the issue. They said they will not explain the issue to me or allow me to work with them for a resolution. I fear that I have been victimized or targeted by some sort of fraud and would want to work with them to understand their concern or issue. The email responses from them are vague and rude stating they will no longer respond to my communications. What kind of business practice is this?

  Business Response

  Date: 07/04/2024

  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