Complaints

This profile includes complaints for Venmo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Venmo

  2211 N 1st St San Jose, CA 95131-2021

• 

  Venmo Inc.

  117 Barrow St New York, NY 10014-2826

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:10/05/2022

  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.

  My friend sent me $25 for a movie ticket. Several months later, Venmo notified me that the transaction was "disputed" and took $25 from my account. After a couple of weeks, Venmo notified me that my friend had requested her bank to return my money, and that my case was closed. Venmo advised that, "If the financial institution decides the case in your favor, we'll notify you when the payment is returned to your Venmo account." Now several weeks after the case was "closed" I still don't have my money back. I don't care if the bank made a mistake. Not my problem. Venmo stole my money and gave it to the bank without even investigating or contacting me first.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 8, 2022/11/07) */
  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
  
  
  Consumer Response /* (3000, 10, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Venmo stole money directly from my account and still has not returned it. When customers receive money through Venmo, that money is not safe and may be stolen at any time, leaving the customer with no recourse. Venmo is a racket.
  
  
  Business Response /* (4000, 12, 2022/11/30) */
  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
  
  
  Consumer Response /* (4200, 14, 2022/12/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They said nothing different than last time. I still have not been reimbursed for the money Venmo stole from me. My complaint stands.
  
  
  Business Response /* (4000, 16, 2022/12/10) */
  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
  
  
  Consumer Response /* (2000, 19, 2022/12/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Venmo reimbursed me for the amount in question.

• Initial Complaint

  Date:10/05/2022

  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.

  My account is frozen with no explanation I have $740 in my account that is my money. They will not release it and do not provide any detail on what user agreement violation has been made.
  Last week they did this to my daughter and took close to $600 from her and permanently closed her account.
  I have done nothing wrong from everything I read in the user agreement. They are basically stealing money from people.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/11/03) */
  November 3, 2022
  Ref. No: ************
  
  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 Executive Escalations
  
  Consumer Response /* (3000, 12, 2022/11/16) */
  This still doesn't resolve the issue that I did not make any transaction against the user agreement. Every transaction was with family members. It is unfortunate that if someone had transactions that caused their account to be frozen, there is a preconceived prejudice that I have anything to do with it.
  Think about other scenarios, if someone else does something wrong, and at one point in my life I met that person, does that make me liable for what they did? No.
  I should. It be discriminated against due to someone else's actions.
  
  
  Business Response /* (4000, 14, 2022/11/30) */
  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:10/05/2022

  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.

  My venmo account is frozen. I can't get to my money in my venmo account. I had some fraudulent activity on my account. They haven't done anything to give me access to my money. There's over $2500 on it. They said it would be up to 180 before they could get me my money back. I had to move back into my mother because I don't have any thing to live off of.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/04) */
  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:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, Oct 1st, I received an email that my Venmo account had been frozen due to "recent activity." The only recent transaction through Venmo was my roommate sending me his share of the rent money as he has done every month for at least 18 months.
  I called Venmo on Oct 2nd. The agent, "*******," refused to share any information about why the account was frozen, when the issue would be resolved, or how to resolve the issue. He refused several times to transfer my call to a supervisor, but finally relented. I was transferred to "*****" who seemed helpful and told me I'd need to supply a photo of my ID along with a photo of myself holding that ID and then the freeze would be lifted within 24 hours. Both photos were supplied by email in the late afternoon on 10/2.
  On 10/4, the account was still frozen. I replied to *****'s email again, but received no response. Calling Venmo again, I was hung up on by the first two agents (one saying she couldn't hear me, the second saying "there's nothing I can do to help you" and hanging up on me). I called a third time and asked for ***** or another supervisor. This supervisor (***************?) told me that she had no idea why the account was frozen or when it would be fixed and that the people in that department do not speak directly to customers, so there is no way to find any of that information out.
  
  Now, if this were simply a matter of not being able to use the account, I'd be happy to wait or just never use the service again. Unfortunately, the account was frozen for unknown reasons shortly after my rent money was transferred to the account and before I was able to transfer it to my bank. I now have no way to access my rent money and no one at the company is willing to help or even provide a timeline as to when this may be resolved. It's now 10/5 and the amount is still frozen. No one has responded to my emails. I will be charged hundreds of dollars in late fees for my rent. I need help.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/11) */
  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:10/05/2022

  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.

  At the beginning of September I opened an account with Venmo and they transferred money from my mother's bank account into the account I created. After about 12 days I realized I didn't want the account and wanted to cancel it and get my mother's money back in her account. They said my account was frozen due to suspicious activity and asked for documents I sent them my I.D photo and also a copy of my mother's bank account info. They said that since my name was not on her account they couldn't transfer it back unless I showed them proof that my name was on her account. I was responding to their emails explaining that I just wanted to cancel and get the money transferred back but they refused. During this time I was locked out of my email account and couldn't continue to respond to their emails. I called them and tried explaining it to them that i just wanted to cancel my account and have the money transferred back to my mother's account but all I got was respond to their emails. At which point I told them that I didn't not have access to my email and they kept repeating I need to answer their emails. I feel that if they took the money and transferred it to the account with their company without proper documentation then they should be able to transfer it back without a problem
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 8, 2022/11/09) */
  November 9, 2022
  Ref. No: PT-********
  
  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 Executive Escalations

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few months ago I had to close a bank account because someone hacked our account. After opening my new account I changed the information from my old account to my new account on Venmo. Once my new account was ready to be used and linked to my phone number I sent a payment. I have a picture showing the money came out of my new account Chase bank ****. However, something on Venmo's side happened and they tried to take the money from my old account (Chase bank ****). My bank called asking if I used the account to give money to Venmo. I then called Venmo and we followed the paper trail proving they took money from the wrong account. They agreed they did but said my account is forever frozen and they can't fix it. Why should I pay for their mistake? I talked to a supervisor who hung up on me telling me there was nothing they could do. Now I am locked out of my account due to their error and I am frustrated with poor customer service.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/11/03) */
  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:10/05/2022

  Type:Customer Service 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 attempted to cash a check through the Venmo app to load funds "in minutes" into my Venmo account on Sept 6 2022, the check amount of $239.11. As I had previously several times before. I have contacted the company several times inquiring why the funds have not been credited. Only to get vague responses of we are aware of the issue or that its the check cashing companies fault. Ingo being the check cashing company. I've contacted the check cashing company and have received confirmation that the check was cashed and processed to Venmo including Transaction ID#. Even after giving Venmo the Transaction ID# they still give vague responses of knowing or that its on Ingos end. Never once has either company reached out to me to alert me of a situation or delay, explain or update the situation, or anything else other than in response to me contacting them. I have contacted Ingos Bank and the check issuing bank with no help. This has gone on for a month now and would like my property returned to me. If an individual was late giving a payment there would be a load of fees and consequences but yet this company feels they can blow off and individual and at this point have stolen the money/property.From IngoInitiating trans ID #***********4Venmo trans ID******************
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/11/09) */
  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
  
  
  Consumer Response /* (2000, 7, 2022/11/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Funds were finally credited after 6weeks and nearly 8hrs worth of phone calls and emails and after the complaint was opened.