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:04/08/2026

  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 sent money in venmo to a venmo recipient the transaction shows it went to PayPal but it's not there i filed a dispute with them and they closed ot without telling me where the money actually went.

  Business Response

  Date: 04/29/2026

  Dear REMOVED, 
  
  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:04/01/2026

  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.

  I am filing this complaint against Venmo for freezing my account, withholding my funds, and failing to provide any formal written explanation or real path to resolution.On February 3, 2026, Venmo requested a copy of my identification. I submitted it immediately. Since then, Venmo has kept my account frozen and has continued to hold $2,858.94 of my money.From February 3, 2026 through March 31, 2026, I contacted Venmo by phone and email at least weekly. Each time, I was told the matter was escalated and that I would receive a response within 3 to 5 days. Those deadlines repeatedly passed with no response, determination, or resolution.Venmo representatives and managers also told me that the department handling my case cannot be contacted directly by phone or email. As a result, my funds remain frozen and I have no way to communicate with the team controlling my REMOVEDreference number is ZD#REMOVED/ Reference #REMOVED. On February 23, 2026, Venmo stated in writing that my case had been escalated, was still In-Progress, and that I should expect a separate email once the account was cleared and reinstated. That follow-up never came.This has caused financial hardship. Venmo has refused to unfreeze my account, release my funds, return the funds to the original sender, or provide a formal written explanation.I demand that Venmo immediately either: 1) restore my account and release my $2,858.94, or 2) allow me to close both accounts and withdraw my funds in full. If Venmo does not resolve this promptly, I will file complaints with the CFPB, California DFPI, California Attorney General, and REMOVEDIC3, and pursue all available remedies.

  Business Response

  Date: 04/22/2026

  Dear REMOVED, 
  
  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: 04/23/2026

   
  Complaint: 24703602
  
  I am rejecting this response because:

  Gene,
  
  Thank you for your response.
  
  This is the first time Venmo/PayPal has provided me with any actual written explanation for the permanent restriction and continued hold on my funds. Prior to my BBB complaint, I was repeatedly told only that my matter was escalated and in progress, with no meaningful follow-up.
  
  I dispute the basis for this restriction and I am requesting that PayPal/Venmo provide complete written clarification of the determination made on my account.
  
  I also want to reiterate that this issue only arose after I opened a business account. That business account had no transactions whatsoever. I believe the business account and my personal account should have been treated as separate accounts, especially where the business account had no activity at all. I have never had disputes involving my Venmo transactions, and I do not even use Venmo regularly. That is why this determination is especially confusing and concerning to me.
  
  Specifically, please provide:
  
  A copy of the notice you state was sent to me on April 3, 2026.
  Written confirmation of the exact amount currently being held.
  Written confirmation that my remaining funds will be eligible for withdrawal on or before August 1, 2026, absent reversals or debits.
  Written confirmation of the withdrawal process that will apply once the funds are released.
  Written clarification as to whether this restriction applies only to Venmo or also to any PayPal-related services.
  Any information you are willing to provide regarding the basis for referencing a MATCH listing, including whether this was determined by automated screening, third-party data, or internal review.
  
  If PayPal/Venmo is unable or unwilling to provide additional detail regarding the alleged MATCH listing, then please clearly state that in writing as well.
  
  I also request that you preserve all records, account notes, internal escalation history, communications, and review materials related to my account restriction and the hold on my funds.
  
  Please understand that this matter has caused significant financial hardship, and I had to file a BBB complaint just to obtain a basic explanation. I expect a direct written response to the specific requests above.
  
  Sincerely,

  REMOVED

  Business Response

  Date: 04/29/2026

  Dear REMOVED, 
  
  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: 05/06/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/17/2026

  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.

  To the Venmo Support Team,I am writing to formally request a review of my account regarding eight (8) dispute cases that occurred on January 20, 2026, due to a technical glitch with my bank. I have already contacted my bank to rectify this error, as I did not intend to dispute these legitimate charges.I have already cleared the negative balance of $1,609.90 (Transaction ID: REMOVED, completed Feb 12, 2026). However, there is a major issue regarding the following four transactions totaling $1,100.00: VM-R-TZL-REMOVED($300.00) Jan 16, 2026 VM-R-MMX-REMOVED($200.00) Jan 15, 2026 VM-R-IDQ-REMOVED($300.00) Jan 18, 2026 VM-R-BXA-REMOVED($300.00) Jan 16, 2026 Although these transactions were part of the bank glitch, the funds never reached my account and I never spent them. Since I have now paid for these "debts" in full to bring my balance to $0, these funds are missing.I am requesting that $1,100.00 be credited to my Venmo balance immediately. These are funds I have now paid to Venmo out-of-pocket, but they are not reflected in my current balance.The transfer confirmation of my debt payment is -$1,609.90 Status Complete Transfer details Initiated: Feb 8, 2026, 9:18 AM Completed: Feb 12, 2026, 5:00 AM Type of transaction Funds transfer Transaction ID REMOVEDI look forward to your prompt resolution of this matter.Sincerely,Dakota REMOVED

  Business Response

  Date: 03/10/2026

  Dear Dakota REMOVED,  
  
  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:02/13/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding three Venmo transactions that were canceled while still pending but were nevertheless processed, and the funds have not been returned.The transactions are: December 27, 2025 $100.00 payment to REMOVEDTransaction ID: REMOVEDJanuary 3, 2026 $50.00 payment to REMOVEDTransaction ID: REMOVEDJanuary 15, 2026 $100.00 payment to REMOVEDTransaction ID: REMOVEDAll three payments were canceled while in pending status. The payments were not completed, but the funds were still captured and have not been returned.On January 30, 2026, Venmo requested and received a bank statement through their secure document upload system. Since then, I have not received a resolution, and responses from support have addressed only one of the three transactions or directed me back to my bank rather than resolving the REMOVEDbank has begun escalating this matter, but Venmo has not confirmed where the funds are currently held or when they will be returned.For clarity, I also made a separate payment of $250.00 on January 15, 2026 to the correct Venmo account, which was intentional and completed successfully and is not part of this dispute. January 15, 2026 $250.00 Transaction ID: REMOVEDI am requesting that Venmo:Return the total amount of $250.00 related to the three canceled transactions.Issue the refund in a way that does not send funds to the original bank account on file, as doing so would cause the funds to be lost due to associated fees and account conditions.Provide confirmation of how and when the refund will be issued. I am willing to receive the refund by check or to provide alternate account details if necessary.I am requesting prompt resolution of this matter.

  Business Response

  Date: 03/10/2026

  Dear REMOVED, 
  
  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:02/04/2026

  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.

  Venmo claims that my wife, which lives with me, requested a chargeback from her bank for $1000. We went on and on and they still said it was up to my wife's bank to say they did not. We then got on a 4 way call between my wife, myself, her bank (Navy Federal), and Venmo customer support. They said they made a note that we were all in agreement and that it would be escalated. The day finally came, which was months later, and they still decided to say they've done all they can and I needed to resolve this with my wife. So she never got the money back. Nor did Navy Federal request a charge back. I feel like I totally got scammed for $1000 by Venmo. This is the Dispute ID via REMOVED: VM-R-CNJ-REMOVEDI can provide all the email conversations I have. My wife and I can also confirm that they decided to hold onto my funds which cleared long before they decided to initiate a chargeback. Please help! Thanks so much.

  Business Response

  Date: 03/02/2026

  Dear REMOVED, 
  
  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:02/04/2026

  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.

  My Venmo account currently has money in it, however I cannot login. I have done everything possible multiple times trying to get in.Gone through the online steps Called in for support They tell me there is a bug on resetting the password and they cannot assist. This issue has been ongoing for over 10 days now.I need help getting logged in REMOVED

  Business Response

  Date: 02/25/2026

  Dear REMOVED, 
  
  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:02/02/2026

  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.

  I sent 1400 via Venmo from my balance not from a credit card to REMOVEDNasahawaty on Venmo. Venmo took 46 dollars out for what I think was a fee for buyer protection but I was paying someone back not buying anything. Venmo on their site state you can file a dispute. I tried hundred of time but was unable to get through to file a complaint for refund of the wrongly charged fee. I called them an all I get is an AI that keeps asking me what I mean by file a new dispute. Over and over again it keeps saying "I didn't understand what you arre asking" well its pretty clear isn't it. They have no means to talk to a real person. I want my wrong charged fee returns so I can pay my friend I owe the money too

  Business Response

  Date: 03/02/2026

  Dear REMOVED, 
  
  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: 03/04/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.  REMOVEDthe person I was sending money to also had great deal of difficulty reaching Venmo and had the same problem that REMOVEDwould not allow him to speak to a real person and didn't understand the reason for his call even though this is a very simple and likely common complaint. Their systems need improvement.  REMOVEDafter calling some 7 times himself finally got in touch with an agent  ( He had so speak certain words to make it work which he figured out  randomly after many attempts)  who did refund the funds that were mistakingly taken out of my transfer to him so that resolved the financial issue.  My recommendation is that Venmo work on creating a more user friendly customer service platform and have agents available when REMOVEDcan't resolve the problem. It seems now that their system is purposely designed to place roadblocks oninaccurate transactions keeping more profit for themselves as customers simply give up out of frustraton.  Their own REMOVEDstates" Do you wish to file a dispute" and when you click yes  then the REMOVEDsystem tells you "I do not understand what you are asking goodbye"  This is a system that is designed on purpose to fail and aggravate customers.   I do need to use REMOVEDso I am only asking that they look at their systems and improve their customer service operation that currently is totally inadequate.  thank you for attending to this matter.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/02/2026

  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.

  l I filed a dispute with Venmo on December 31, 2025, regarding a payment made to a merchant for canceled flights. The merchant never responded to the dispute, and Venmo informed me that I would receive a resolution within 10 business days. It has now been well over that timeframe, and I still have not received any updates, communication, or a decision on my case. I have repeatedly checked the app and my email for correspondence, but there has been no progress. I am seeking a clear update and resolution to my dispute, as I believe I am entitled to a refund for the canceled flights. The lack of timely follow-up and transparency from Venmos dispute resolution team is disappointing and has caused inconvenience. I am requesting that Venmo expedite this process and inform me of the outcome of my dispute as soon as possible.

  Business Response

  Date: 02/27/2026

  Dear REMOVED,
  
  This is REMOVEDwith PayPal's Office of Global Customer Complaints & Advocacy, and I'm reaching out to you about your Better Business Bureau complaint (REMOVED). We want to make sure our customers' concerns are heard, and I appreciate the opportunity to review your experience and work toward resolution.
  
  I attempted to reach you by phone to discuss your concerns directly but was unable to connect. After reviewing your case, I understand your concern regarding the timeframe you were expecting for resolution and the lack of updates you experienced. Im sorry for any inconvenience this may have caused.
  
  Im writing to provide a detailed update on your dispute cases and clarify the review process.
  
  VM-R-BWD-609528687:
  The merchant responded to this chargeback, and after careful review of the documentation provided, the claim was denied. The merchant demonstrated that a portion of the flight reservation was used and that the remaining cancelled portion was non-refundable in accordance with their cancellation policy. Based on this information, we are unable to grant the requested refund.
  
  VM-R-JXT-609528732:
  We are currently awaiting the merchants response. The merchant has until March REMOVED, to reply. If no response is received by that date, the claim will be reviewed again and may be resolved in your favor. At this time, the case must remain open through the merchant response period; however, I will continue monitoring it to ensure it is reviewed promptly once eligible for resolution.
  
  I also want to clarify the reference to a 10-business-day timeframe. This timeframe applies to provisional credits for certain Regulation E claims. Your disputes were filed as Item Not Received which does not fall under Non-Regulation E. Disputes which are not Regulations E disputes follow a different review process and timeline. I understand it can be frustrating not to see visible updates while a case is pending merchant response or internal review. In these situations, updates are typically provided once new information is received or a decision is made.
  
  We will continue to monitor the remaining case and provide updates as soon as they become available.
  
  If you have any additional questions or would like to discuss this further, please feel free to reply to this email or contact us at REMOVEDWere here to help.
  
  Sincerely,
  REMOVED
  Global Customer Complaints & Advocacy
  REMOVED
  
  Copyright REMOVEDPayPal. All rights reserved.
  

• Initial Complaint

  Date:02/02/2026

  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 my wallet and cell phone stolen while we were iced and snowed in so I couldntr go anywhere because I didnt have 4x4 like other people i knew that had come over. I realized my cell phone (with pssswords to everything I own or have ) nd my wallet with debit cards and credit cards were gone. I stopped my venmo debit card as soon as i realized and filed a dispute. m Ib was told because I had purchased from the places my card was used unauthorized at there was no unauthorized use on my card. I wouldnt file a dispute if someone hadnt stole my card. what good is it to dispute charges when your card was stolen to have them deny claim because i used my card befgore at the places?k i mean come on

  Business Response

  Date: 02/24/2026

  Dear REMOVED, 
  
  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:01/27/2026

  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.

  On the morning of Saturday, January 24, 2026, I received an email receipt indicating a $69.00 Venmo transaction paid to Grubhub. Upon reviewing my Grubhub account, I discovered that it had been compromised and used without my authorization. An unauthorized REMOVEDdelivery order was placed at approximately 5:35 AM (PST) and delivered at approximately 6:04 AM (PST) to REMOVEDaddress with which I have no affiliation. I did not place, authorize, or receive this order. The order included multiple breakfast items and was charged to my Venmo account, which is directly linked to my personal checking account. Because my REMOVEDaccount was connected to my Grubhub profile at the time, the unauthorized charge was processed. I promptly reported this transaction to Venmo as unauthorized. However, Venmo failed to conduct a reasonable or thorough investigation. They did not contact me to obtain a statement, request supporting documentation, or provide an affidavit, and I was given no meaningful opportunity to submit evidence or assist with the investigation. Further, Venmo advised me to contact the individual who used my account to resolve the matter. This instruction is unreasonable and impossible, as the transaction resulted from a compromised account and the identity of the unauthorized user is unknown to me. This incident has been reported as unauthorized use and identity theft to REMOVED(OH) police, the REMOVED, the REMOVED(IC3) and as a crime stopper tip to the Northern REMOVEDon January 26, 2026.

  Business Response

  Date: 02/17/2026

  Dear REMOVED, 
  
  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