{"took":546,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":38,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6493749","_score":20.866604,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"This timeline is regarding Venmo XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX submits a {$450.00} security deposit via Venmo for a vacation rental made through booking.com XX/XX/XXXX XXXX XXXX checks out and upon immediate inspection there is a clogged and inoperable dishwasher and a broken bed. \nXX/XX/XXXX {$430.00} in expenses were incurred due to repairs to the dishwasher and bed and {$16.00} was returned to XXXX XXXX. On that same day, she filed a dispute with Venmo XXXX. The claim is never received the item. \nXX/XX/XXXX the Venmo application would not allow me to upload the photographic evidence along with the receipts so Venmo provides a link via email to do this. \nXXXX Venmo refunds her the {$450.00} WITHOUT ALLOWING me the opportunity to respond to this claim!! \nXXXX Appeal is filed due to 1 ) Venmo failing to allow me to respond to XXXX dispute and 2 ) Venmo app failure to allow me to upload the evidence. I am given until XXXX to provide this evidence. Venmo asks for photos of damage. \nXXXX A Copy of the reservation is provided to Venmo along with the written exchange in which XXXX confessing to the bed damage. Further, I also provide photographic evidence of a damaged and clogged dishwasher and broken bed slats. I also include a copy of the receipt of the appliance repair company. All of this evidence is irrefutable evidence of the damage caused by XXXX. \nXXXX Venmo confirms receipt of this evidence. \nXX/XX/XXXX After not hearing from Venmo on the evidence provided, I email to follow up. No response. I also called and am asked to email again. \nXXXX I called customer support and the email response asks me to call. I am then asked to email Venmo. \nXX/XX/XXXX I call and email Venmo due to the time that has lapse without a response. I am told that this matter will be escalated to account specialist team and to expect a response. \nXX/XX/XXXX One day after the multiple calls made, Venmo representative XXXX XXXX indicates that after careful investigation the appeal is denied. \nThere was no careful investigation because there was no response from Venmo for months until I started to press for a response from Venmo. Secondly, the evidence of the photographs, the receipt, and the WRITTEN CONFESSION from XXXX herself that she damaged the bed should be enough evidence to prove without question that the damages were incurred and that as such I have a right to be reimbursed for these damages. The guest did receive the item, in this case a reservation with a security deposit.","date_sent_to_company":"2023-01-26T16:32:50.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"91604","tags":"Servicemember","has_narrative":true,"complaint_id":"6493749","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-01-26T16:15:53.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/XXXX One day after the multiple calls made, <em>Venmo</em> representative XXXX XXXX indicates that after careful <em>investigation</em> the appeal is denied. \nThere was no careful <em>investigation</em> <em>because</em> there was no <em>response</em> from <em>Venmo</em> for months until I started to press for a <em>response</em> from <em>Venmo</em>."]},"sort":[20.866604,"6493749"]},{"_index":"complaint-public-v1","_id":"19515609","_score":19.985008,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Reference to Prior Complaint : I am refiling this complaint because Venmo failed to address the core issue in my previous complaint filed on XXXX  XXXX, 2026. In their response on XXXX  XXXX, 2026, Venmo closed the case by citing \" Purchase Protection '' policies. This is irrelevant. I am not claiming Purchase Protection for a lost or damaged item ; I am reporting that Venmo facilitated fraud by accepting a false \" Unauthorized Transaction '' claim despite irrefutable evidence to the contrary. \n\nThe Issue : On XXXX  XXXX, 2026, I sold a used item in person for {$30.00}. The buyer paid me via Venmo face-to-face. Minutes later, the buyer falsely reported the transaction to Venmo as \" Unauthorized '' ( claiming their account was accessed without permission/hacked ). Venmo immediately debited my funds. \n\nVenmos Previous Response was Invalid. Venmos response to my first complaint stated that \" Personal Payments are not eligible for Venmo Purchase Protection. '' This is a deflection. \n\nWrong Dispute Type : The sender did not file a dispute because the item was broken or not received ( which would be a Purchase Protection issue ). The sender filed an \" Unauthorized Transaction '' claim, alleging identity theft or account compromise. \n\nFailure to Investigate : A claim of \" Unauthorized Transaction '' implies the account holder was not the one who made the payment. I provided PDF evidence ( XXXX messages and timestamps ) showing the account holder arranging the meeting and physically meeting me to initiate the payment. \n\nLogical Impossibility : It is impossible for the account to be \" hacked '' by a third party when the actual account holder was standing in front of me, using their device to send the money. \n\nVenmos Negligence : By refusing to review the evidence that the user did authorize the payment, and instead hiding behind \" Friends & Family '' policy clauses, Venmo is knowingly assisting a user in committing \" friendly fraud '' ( using the platform to pay and then immediately clawing the money back by lying about account security ). \n\nVenmo has essentially accused me of receiving stolen funds. They have debited my account {$30.00} and restricted my account access based on a lie that they refuse to investigate. Their \" non-monetary relief '' of ceasing collection efforts does not correct the record that they have wrongly penalized me for the sender 's fraud. \n\nI am not asking for \" XXXX Protection. '' I am asking Venmo to : Acknowledge the evidence that the transaction was authorized by the sender in person. \n\nReverse the validity of the \" Unauthorized Transaction '' claim. \n\nReturn the {$30.00} to my account balance. \n\nFully restore my account standing and acknowledge that no violation of the User Agreement occurred on my part.","date_sent_to_company":"2026-02-15T20:35:11.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"11102","tags":null,"has_narrative":true,"complaint_id":"19515609","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-02-15T20:27:42.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Reference to Prior Complaint : I am refiling this complaint <em>because</em> <em>Venmo</em> failed to address the core issue in my previous complaint filed on XXXX  XXXX, 2026. In their <em>response</em> on XXXX  XXXX, 2026, <em>Venmo</em> closed the case by citing \" Purchase Protection '' policies. This is irrelevant."]},"sort":[19.985008,"19515609"]},{"_index":"complaint-public-v1","_id":"8162097","_score":19.935852,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My bank is XXXX and it is connected to my Venmo account. I paid another person on Venmo {$650.00} in XX/XX/XXXX. I later disputed the charge as I incorrectly thought it went through twice. When I submitted the dispute through my bank they alerted Venmo and Venmo took the money back from the other user I had originally sent the payment to. Later, I received a letter from my bank stating the fraud investigation is done and Venmo proved the transfer was legitimate and legal so the dispute was denied. At that point I expected the money to be sent back to the person I originally sent it to. It has not been sent to her as of today. I have contacted my bank and Venmo multiple times trying to find this money. Every time I contact my bank they say their investigation is closed and I need to contact Venmo. When I contact Venmo I get a different answer every time but they always say to call my bank. The original receiver and myself have since received multiple responses from Venmo/Paypal that the investigation done by XXXX was done and found to be in my favor but I did not get the money. The investigation that XXXX conducted was not found to be in my favor, so that is a lie from Venmo. I received a call from XXXX today XX/XX/XXXX from someone with the CEOs office stating that when they conducted their investigation and found that I was liable for the money, at that time the money was sent back to Venmo. Which makes sense because thats how disputes work. Venmo refuses to provide the money or contact me back to settle this. So now Venmo needs to either send that {$650.00} to the person I sent it to or send it back to me so I can send it to her through a better money transfer service. I will not be letting this go until Venmo gives me the money and provides detailed documentation showing all of the moneys movement including after the dispute was investigated and closed.","date_sent_to_company":"2024-01-12T16:16:51.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"68116","tags":"Servicemember","has_narrative":true,"complaint_id":"8162097","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-01-12T15:55:09.000Z","state":"NE","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["When I contact <em>Venmo</em> I get a different answer every time but they always say to call my bank. The original receiver and myself have since received multiple <em>responses</em> from <em>Venmo</em>/Paypal that the <em>investigation</em> done by XXXX was done and found to be in my favor but I did not get the money. The <em>investigation</em> that XXXX conducted was not found to be in my favor, so that is a lie from <em>Venmo</em>."]},"sort":[19.935852,"8162097"]},{"_index":"complaint-public-v1","_id":"4140015","_score":19.404457,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"A person known as \" XXXX XXXX, '' hacked into my Venmo account and sent himself multiple transactions. Each amount going higher. Until the request for {$200.00} was denied for NSF in my account. I notified Venmo that this activity was fraud and they \" froze, '' my account while they investigated. ( this is all via chat, btw- Venmo has NO phone communication at the time ) Even though I did not have the available money in my account- venmo authorized all these transactions and ruled them as \" non fraudulent. '' So they cost me {$600.00} in overdraft charges right before XXXX while this random person continued to steal from me and Venmo allowed it. \n\nWhen I was finally contacted by an \" account supervisor, '' she didn't even mention my issue. Simply told me that I needed to pay {$40.00} back to venmo because I disputed the charges with my bank. \n\nI TOLD VENMO it was fraud. I had proof and logic on my side- but they didn't even care enough to have a human speak to me. I still have not heard a response.","date_sent_to_company":"2021-02-15T10:12:51.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"723XX","tags":null,"has_narrative":true,"complaint_id":"4140015","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2021-02-15T09:59:00.000Z","state":"AR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Simply told me that I needed to pay {$40.00} back to <em>venmo</em> <em>because</em> I disputed the charges with my bank. \n\nI TOLD <em>VENMO</em> it was fraud. I had proof and logic on my side- but they didn't even care enough to have a human speak to me. I still have not heard a <em>response</em>."]},"sort":[19.404457,"4140015"]},{"_index":"complaint-public-v1","_id":"4962916","_score":19.292356,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I sent money using the venmo app to have digital art made. I sent the person funds and never received the product I had ordered. I filed a dispute with venmo to attempt to mediate ( like a credit card does ) to work to get refunded or the goods delivered. \nVenmo did neither. I received a response within two hours of chatting with a venmo online chat rep. that read \" For resolution, we ( venmo ) recommend that you reach out to the receipt of the payment, as we are not able to provide reimbursement or mediation in this instance. '' Moreover, \" If you are unable to contact this person ( which I can not because they have blocked me on social media ) you may consider filing a report with your local law enforcement agency. Law enforcement can send a request for information to venmo. Once we've received this request we will be more than happy to assist the agency with their investigation. '' \" I apologize that we are unable to assist further with this matter. '' So basically, venmo is allowing scammers to actively use their platform. Moreover, Venmo is falsely advertising that they offer the same benefits as a credit card for scam protection for the buyer, and/or seller.","date_sent_to_company":"2021-12-01T05:35:40.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"439XX","tags":null,"has_narrative":true,"complaint_id":"4962916","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2021-12-01T05:23:37.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I received a <em>response</em> within two hours of chatting with a <em>venmo</em> online chat rep. that read \" For resolution, we ( <em>venmo</em> ) recommend that you reach out to the receipt of the payment, as we are not able to provide reimbursement or mediation in this instance. '' Moreover, \" If you are unable to contact this person ( which I can not <em>because</em> they have blocked me on social media ) you may consider filing a report with your local law enforcement agency."]},"sort":[19.292356,"4962916"]},{"_index":"complaint-public-v1","_id":"8110233","_score":19.28102,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/30, XXXX gave me a {$40.00} gift on Venmo for my birthday as listed in the transaction memo. As he had not transferred money to me before he was asked to verify his intent to send money to me twice, first by verifying my Venmo ID, and second, by listing the last four numbers of my phone number. The next day I received notification from Venmo that the transaction was reversed, because XXXX claimed that he did not receive the item and therefore no purchase was made. As I stated and noted in the memo, this was a cash gift. There was no item, and there was no purchase. Venmo said I would be contacted for the investigation and could provide details. Deciding not to wait, I wrote to Venmo and provided the above information. Some days later I received notification from Venmo that the investigation was complete and that the {$40.00} transfer they had made into credit was removed from my account. I wrote back to Venmo to complain and get information on the case. The only response I received was a threat to close my account if I tried that transaction again. I called several times after that, was placed on hold long periods until I hung up, and the last time I called, the agent hung up on me. So I dont know what happened or what they were told because no one ever responded to my request for information nor was any of the information I provided considered in the investigation. What I do know is I was given {$40.00}, it was intended as a gift as noted in the memo of the transaction, and it was intended for me as twice verified by the sender. After the fact, the sender misrepresented the transaction and the intent with unknown details and my money was removed. I am due the {$40.00} and I want it deposited back into my account. I did nothing wrong or illegal. \n\nDispute Id : XXXX External Payment Id : XXXX","date_sent_to_company":"2024-01-06T04:32:33.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"80205","tags":null,"has_narrative":true,"complaint_id":"8110233","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-01-06T03:39:37.000Z","state":"CO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Venmo</em> said I would be contacted for the <em>investigation</em> and could provide details. Deciding not to wait, I wrote to <em>Venmo</em> and provided the above information. Some days later I received notification from <em>Venmo</em> that the <em>investigation</em> was complete and that the {$40.00} transfer they had made into credit was removed from my account. I wrote back to <em>Venmo</em> to complain and get information on the case. The only <em>response</em> I received was a threat to close my account if I tried that transaction again."]},"sort":[19.28102,"8110233"]},{"_index":"complaint-public-v1","_id":"18061784","_score":19.046808,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I was defrauded by a person named XXXX XXXX on Venmo. I paid him {$570.00} for basketball training, but he did not provide service despite my numerous attempts. He agreed to a full refund but I have never received it. He has since stopped responding to me. I filed a Venmo claim ( # XXXX ) on XX/XX/XXXX and provided all supporting documents, including screen captures. \n\nXX/XX/XXXX : Emailed Venmo to confirm that Venmo received my document. Received response from XXXX that they received the information and will investigate. \n\nXX/XX/XXXX : Emailed XXXX looking for an update, no response. \n\nXX/XX/XXXX : Called Venmo customer service with a female representative. She stated that Venmo decided in our favor on XXXX and we should have {$570.00} in our account. I told her that this money never showed up in our Venmo account or in our Bank through our Debit card. She said to check in a few days because the decision was recent. \n\nXX/XX/XXXX : Called Venmo customer service with XXXX. He stated again that we won the dispute and the money should be in our account. He said he would stay on the line while I called the bank to get it straightened out. By the time I got through the phone tree with the bank and talking to someone, XXXX was gone. I confirmed with the Bank that no transaction has taken place for this money, and there has been no history or verification of an attempt to return {$570.00}. \n\nXX/XX/XXXX : I called back Venmo and spoke with a XXXX  representative ( likely the same lady on XX/XX/XXXX ). She again stated we won the dispute, but could not provide further help about where my refund was.","date_sent_to_company":"2025-12-16T01:56:50.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"77433","tags":null,"has_narrative":true,"complaint_id":"18061784","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-12-16T01:22:44.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Received <em>response</em> from XXXX that they received the information and will <em>investigate</em>. \n\nXX/XX/XXXX : Emailed XXXX looking for an update, no <em>response</em>. \n\nXX/XX/XXXX : Called <em>Venmo</em> customer service with a female representative. She stated that <em>Venmo</em> decided in our favor on XXXX and we should have {$570.00} in our account. I told her that this money never showed up in our <em>Venmo</em> account or in our Bank through our Debit card. She said to check in a few days <em>because</em> the decision was recent."]},"sort":[19.046808,"18061784"]},{"_index":"complaint-public-v1","_id":"5247463","_score":18.914328,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I noticed an unauthorized purchase was made on my Venmo account on XX/XX/2022. \n\nA total of {$100.00} was transferred from my linked checking account to purchase {$100.00} of Litecoin and included a fee of {$2.00}. \n\nI contacted Venmo and asked them to investigate. They froze my account for a couple of weeks and asked that I change my password, which I did. \n\nToday I received a response that my claim was denied and that the charge was not unauthorized. \n\nI read that there are other claims similar to mine and that this is being actively investigated. I absolutely did not authorize this purchase and at the time did not even know that virtual currency was able to be purchased through Venmo. \n\nPlease advise on next steps for resolution or if anything else is needed. I am including the text from Venmo 's reply email today below. \n\n\nHi, XXXX Your Venmo dispute case has been denied Original transaction : Transaction amount : {$100.00} USD Crypto bought : XXXX LTC Dispute amount : {$100.00} USD Date : XX/XX/2022 Dispute ID : XXXX Reason : You submitted your claim because you did not authorize this purchase. \n\n\nWe received the case ( s ) you filed on XX/XX/2022. We have reviewed this transaction ( s ) and are denying your case ( s ) : This decision was made because this transaction was not unauthorized. \n\nIf you'd like a copy of the documentation we used in the investigation of your claim, please email us at XXXX. Please include your name, the email address on your Venmo account, and the date you reported the claim. \n\nThank you for your patience and cooperation. \n\nPlease don't reply to this message. To get in touch with us, click Help & Contact.","date_sent_to_company":"2022-02-22T16:01:36.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"20901","tags":null,"has_narrative":true,"complaint_id":"5247463","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2022-02-22T15:49:44.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I noticed an unauthorized purchase was made on my <em>Venmo</em> account on XX/XX/2022. \n\nA total of {$100.00} was transferred from my linked checking account to purchase {$100.00} of Litecoin and included a fee of {$2.00}. \n\nI contacted <em>Venmo</em> and asked them to <em>investigate</em>. They froze my account for a couple of weeks and asked that I change my password, which I did. \n\nToday I received a <em>response</em> that my claim was denied and that the charge was not unauthorized."]},"sort":[18.914328,"5247463"]},{"_index":"complaint-public-v1","_id":"12138325","_score":18.896767,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"While at dinner on XX/XX/year> between XXXX XXXX to XXXXXXXX XXXX, I was browsing XXXX on my phone and saw several items for sale on my friends personal profile. The story was that her uncle was moving into assisted living, and they were selling trucks, trailers, equipment, and other items to help with the transition. Since they own a pipeline company in XXXX, the items listed seemed credible and like things they would own. Here is a link to the original post, which XXXX has since taken down : https : XXXX? mibextid=wwXIfr I was interested in several items for my construction business, so I messaged my friend on XXXX to ask about availability. She responded, letting me know some items had already sold and provided mileage on the trucks while confirming they were non-smoking. I asked if I could purchase multiple items, and she said they were requiring deposits to hold items due to high interest. Thinking I was speaking to my friend XXXX, I sent a {$1000.00} deposit via Venmo to secure the items. \n\nI selected Sending money to a friend because I genuinely believed I was sending money to someone I trusted. Shortly after, my friend 's XXXX account locked up. I texted my friend through her actual phone number, and she informed me that her account had been hacked, she wasnt selling anything on XXXX, and I should not send any more money. The Venmo account I sent money to wasnt in her name, but I had naively assumed it was her uncles. \n\nXXXX Negligence in Preventing Fraud : Within minutes of realizing I had been scammed, I immediately contacted Venmo, requesting that they halt the transaction and investigate the scam account. Venmo refused to act, stating that because I had selected paying a friend, there was nothing they could do. \n\nXXXX fraud policies are horrendous and do nothing to safeguard customers. Venmo seems to ignore the very real and common scenario of hacked accounts, where users believe they are sending money to a trusted friend, only to later realize they were communicating with a scammer. \n\nVenmo only protects scammers, not its users. The response I received from Venmo essentially blamed me for trusting my friend, despite the fact that her account was compromised. Their blanket response of avoid sending money to people you dont know is completely irrelevant in a situation where the scammer took over a real persons account. \n\nVenmo Refused to XXXXXXXX XXXX Did Even more infuriating is the fact that my bank was able to stop the payment XXXX hours later when I reported the fraud. If a traditional bank can stop a transaction hours later, then Venmo could have stopped it within minutesthey simply chose not to. \n\nVenmo has the capability to reverse transactions when it benefits them, yet they refused in this case because I didnt pay their so-called protection fee. Their buyer protection is nothing more than a paid insurance policy, and if a user doesnt opt into it, Venmo XXXX them completelyeven when the fraud is reported immediately. \n\nVenmo enabled this fraudulent activity and penalized me for trusting their platform. Their refusal to stop a fraudulent paymentdespite being notified within minutesis both negligent and unethical. \n\nXXXX Urge the CFPB to Investigate XXXX XXXX Policies!!! \n\nXXXX policies prioritize scammers over consumers, leaving users with no recourse unless they paid for protection. This is predatory, irresponsible, and dangerous. Their platform allows fraudsters to thrive while shifting the burden onto victims. \n\nI request that the CFPB investigate XXXX failure to prevent fraud and its unfair business practices, which punish users simply because they didnt opt into XXXX protection fees. Consumers should not be left defenseless in situations where the fraud is immediately reported and preventable. \n\nVenmo must be held accountable for its negligence.","date_sent_to_company":"2025-02-25T22:57:24.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"870XX","tags":null,"has_narrative":true,"complaint_id":"12138325","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-02-19T16:23:49.000Z","state":"NM","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The <em>Venmo</em> account I sent money to wasnt in her name, but I had naively assumed it was her uncles. \n\nXXXX Negligence in Preventing Fraud : Within minutes of realizing I had been scammed, I immediately contacted <em>Venmo</em>, requesting that they halt the transaction and <em>investigate</em> the scam account. <em>Venmo</em> refused to act, stating that <em>because</em> I had selected paying a friend, there was nothing they could do. \n\nXXXX fraud policies are horrendous and do nothing to safeguard customers."]},"sort":[18.896767,"12138325"]},{"_index":"complaint-public-v1","_id":"11816474","_score":18.685095,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My account was permanently deactivated on XX/XX/year>. I reached out to them last week to unfreeze my number from being hacked years ago because I had been using Venmo for the past 5 years with no problem but wanted to use my current phone number. When I emailed them this week about unfreezing my current phone number they deactivated my account with XXXX warning this time with funds in my account. Years ago I was deactivated when my phone was left at a party and my account was hacked someone got into my account and did some activity on my account that I was not involved in. I got my phone back the next day and I was banned. I contacted Venmo and they did nothing to help me. I was able to get back onto Venmo with a new number and phone a couple of months later and have had no issues because I do not do anything illegal or wrong on my phone. This deactivation has been a big and sudden problem for me because I use Venmo for various payments in my life. I am trying to escalate it for further investigation because the company is not emailing me and I am getting XXXX responses. I am trying to keep using this form of payment because I use it for my company and my day-to-day life. Please assist me with this issue!","date_sent_to_company":"2025-01-28T22:54:03.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"52240","tags":null,"has_narrative":true,"complaint_id":"11816474","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-01-28T22:42:00.000Z","state":"IA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I contacted <em>Venmo</em> and they did nothing to help me. I was able to get back onto <em>Venmo</em> with a new number and phone a couple of months later and have had no issues <em>because</em> I do not do anything illegal or wrong on my phone. This deactivation has been a big and sudden problem for me <em>because</em> I use <em>Venmo</em> for various payments in my life. I am trying to escalate it for further <em>investigation</em> <em>because</em> the company is not emailing me and I am getting XXXX <em>responses</em>."]},"sort":[18.685095,"11816474"]},{"_index":"complaint-public-v1","_id":"6282497","_score":18.58236,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX a user sent {$25.00} that was owed to me using the Venmo platform. \nOn XX/XX/XXXX I received an email notification that this transaction was disputed with the sender 's bank and my account went negative and was frozen. \n\n- I called Venmo to ask why they would reverse it when they have the evidence that it was a legitimate transaction. \n- The Venmo telephone operator acknowledged that it was a legitimate transaction and stated that they would dispute it with the user 's bank/credit card and that it would take 30 days for results. \n\n- I waited patiently ; after the 30 days had elapsed I continued waiting with no resolution or even an update. \n\nI followed up by replying to the email, only to later notice that it was sent to a do not reply inbox. I re-sent the email on XX/XX/XXXX and finally was told that the investigation was complete and that the bank sided with the perpetrator of this fraudulent chargeback. \n\nI complained that : XXXX. The company took longer than their originally stated turnaround and there wasn't even an update. So my account has remained frozen, as I refuse to pay for a fraudulent chargeback. \nXXXX. The company did not do its due diligence in the dispute because there was plenty of information to gain a favorable result. \n\nThe company responded with a canned response that didn't even address my concerns and basically reiterated the same statement that I was responsible to reimburse Venmo for the fraudulent chargeback. \n\nThen I received an email on XXXX that Venmo would be disputing it again and that the wait would now be 75 days. \n\nI complained that it has already been over 45 days since the original dispute. \n\nThen I received an email that there would be no additional dispute with the user 's institution. \n\nso, XXXX. Venmo is complicit with fraudulent chargebacks since they offer no protection from their customer 's being harmed and require that their customers be on the hook for fraud perpetrated on their platform ; without any additional recourse or appeal. \nXXXX. Venmo acknowledged the legitimacy of the transaction when I called them. However, the bank sided with the perpetrator. This indicates a lack of proper due diligence in the dispute process, as it should have been clear open-and-shut. \nXXXX. Venmo then misrepresented their turnaround times to me and after no responses to follow-up emails, stated that there would be another dispute with the bank that would take another 75 days. \nXXXX. Venmo then changed the narrative that no further dispute would be allowed. \nXXXX. Venmo would sometimes send me a response with a NO-REPLY email, which lead to even more confusion because when I would reply, I thought it would go through to them, however, the emails wouldn't reach anyone. There was no auto-response regarding a do not reply inbox. I only noticed this later on when I looked closer. Then I would have to forward it to their dispute inbox. This practice shows a lack of interest in communicating with their customers and resolving the issue. \n\nCFPB should review the information and timing of the communication to the perpetrator 's financial institution and what action has been taken against this user on their platform, given the clear legitimacy of the transaction. \n\nVenmo should be protecting its consumers from harm by way of fraud on its platform, not being an accomplice to it. \n\nIs it not a requirement that financial institutions carry insurance for fraud against their customers? \n\nBy the way, I realize it's only {$25.00}, but it's the principle of the matter.","date_sent_to_company":"2022-12-05T21:17:23.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"96789","tags":null,"has_narrative":true,"complaint_id":"6282497","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2022-12-05T19:54:30.000Z","state":"HI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Venmo</em> then misrepresented their turnaround times to me and after no <em>responses</em> to follow-up emails, stated that there would be another dispute with the bank that would take another 75 days. \nXXXX. <em>Venmo</em> then changed the narrative that no further dispute would be allowed. \nXXXX. <em>Venmo</em> would sometimes send me a <em>response</em> with a NO-REPLY email, which lead to even more confusion <em>because</em> when I would reply, I thought it would go through to them, however, the emails wouldn't reach anyone."]},"sort":[18.58236,"6282497"]},{"_index":"complaint-public-v1","_id":"12357056","_score":18.26985,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I transferred {$410.00} dollars via Venmo under duress because I was being threatened/extorted on XX/XX/year>. I continued to be threatened/extorted and transferred another {$410.00} on XX/XX/year>. On XX/XX/year> I filed a police report. On XX/XX/year> I initiated XXXX disputes with Venmo and provided the police report information. \n\nOn XX/XX/year> I was notified that the disputes were denied since \" Based on our review, we found this transaction is consistent with your payment history. \".\n\nI am unclear how this conclusion could have been reached since : -I had not transferred any money to this person before -There were two duplicate transactions -Police report information was provided The denied disputes indicated to contact Venmo at \" XXXX '' for documentation used in the investigation. I contacted this address asking for documentation and further explanation and have received no response.","date_sent_to_company":"2025-03-06T14:52:24.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"48152","tags":null,"has_narrative":true,"complaint_id":"12357056","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-03-06T14:36:45.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am unclear how this conclusion could have been reached since : -I had not transferred any money to this person before -There were two duplicate transactions -Police report information was provided The denied disputes indicated to contact <em>Venmo</em> at \" XXXX '' for documentation used in the <em>investigation</em>. I contacted this address asking for documentation and further explanation and have received no <em>response</em>."]},"sort":[18.26985,"12357056"]},{"_index":"complaint-public-v1","_id":"9924546","_score":18.265862,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am a long-time member/user of Venmo, a mobile XXXX wallet/payment service and cryptocurrency wallet/transaction service, and use it for both making/receiving payments as well as buying/selling/trading crypto currency. I have long been aware of the near universal complaints regarding their deceptive and confusing business procedures and lack of response or care to customers, but I am making this complaint for the first time because it is completely unacceptable and borders on fraudulent and willfully neglectful : On XX/XX/2024, at approximately XXXX, under XXXX @ XXXX XXXX XXXX XXXX {$300.00} payment from a friend who I have a transaction history with on Venmo without any problems or issues. I asked for this payment instead of purchasing a deposit myself because it was very common in my experience for Venmo to decline purchases using my debit card, without any explanation or instructions to fix the issue, even though my bank advised that it was fully authorized and has had no problems on any other platform. Please note, however, that this is not the reason for my complaint, even though it is extremely frustrating, because I can always freely use a competitor service if Venmo was unwilling or unable. \n\nNonetheless, Venmo consistently advertises to the public that you can purchase cryptocurrency safely and sell or transfer it instantly, which not all services provide, and I had an urgent purchase I needed to make using crypto.Thus, I asked my friend to send me {$300.00} to avoid the above problems, which should mean I'd have {$300.00} in my Venmo balance that is free from any possible holds, and purchased XXXX ( for its low fees ), and shortly after attempted to send it to the intended recipient. However, I repeatedly got a message stating \" Right now we can not complete this transaction '' again without any explanation or way to fix the problem. And also again, this was still not the reason for my complaint because I can always just sell the crypto, transfer the funds into a competing exchange, and still make my urgent purchase. \n\nHOWEVER, when I tried to sell the crypto back into my Venmo balance, the sale was processed but not released stating \" Your sale should process by XX/XX/XXXX ''. I wish to note first that the very reason why people use cryptocurrency instead of online credit/debit transactions is that it is quick, convenient, and transparent. Please further note that I fully understand that given the nature of the industry, security measures/protocol are understood, and sometimes XX/XX/XXXXXXXX be placed on hold pending review to ensure the proper clearing of its original purchase and to avoid potential fraud/theft/etc. My main problem here, however, is that I took steps to ensure my purchase would not have any issues of funds clearing, and more importantly, Venmo did not provide any warning that this hold may be possible, did not notify me until it was already too late, and offered no basis or explanation whatsoever of the hold! I could have easily decided never to purchase the crypto, or it could have easily been reversed/cancelled ( no other buyer/seller was involved and it would have affected literally nobody but me ), or at the very least, it could have been a reasonable hold with means of expediting or following up. \n\nI spent nearly an hour on the phone with Venmo customer support, demanding a solution or at least an explanation for the hold and its unreasonable duration/delay. Venmo offered absolutely none of these explanations or recourse, merely stating that it was due to security protocol, and that the hold was mentioned in its terms and conditions, but could not give any sensible answer as to why the hold was so much longer than any other similar service, nor as to why it couldn't offer the option to cancel the transaction which would eliminate any need for security. I told them clearly that I do not mind if it either gets processed or gets declined/reversed, but that holding onto it for 5 days without any way to get a status update or reason for the hold ( which appeared to be completely random given the precautionary measures I took ), especially given the volatility and flexibility of cryptocurrency. I fully understand that Venmo has the right to ensure security measures, but it is clear from my experience and the countless, universal, and near unanimous negative response from its other users in their reviews/complaints online, that Venmo is not being truthful or transparent about its service, promising its customers that you can buy, sell and transfer crypto instantly. The truth is my experience is not even an exception but the norm, because even without the hold pending review, the above vague error messages and declines are virtually certain and guaranteed to happen with every purchase. Even the most basic investigation would reveal that it is almost impossible to make an instant transfer, and Venmo will never at any point offer any solutions that are helpful or will actually work. Instead they suggest that it must be a technical error and to \" try again later '', when in fact the delays, errors and lack of response are most likely built into the system intentionally by Venmo, or at the least are known to happen. Yet Venmo support will consistently advise that the errors/rejections users receive are rare technical errors that they have never heard of and that they should just try again at a later time. I find the above issues and response by Venmo in their entirety are egregious, deceitful, and disingenuous, and they must be addressed and acknowledged by Venmo. What Venmo does instead, pretending that it doesn't know why the transaction is being rejected, and also not offering actual guidance to prevent any errors/holds, is the very type of deceptive business practice that the Consumer Financial Protection Bureau is designed to protect against. Indeed, any internet forum or social media platforms voicing these types of issues will inevitably contain Venmo support staff offering nonsensible and incoherent suggestions that are clearly scripted and designed to avoid ever having to actually address the underlying issues Venmo users are experiencing. Furthermore, I will add that there is widespread speculation that the length of these holds and lack of basis for the same are due to Venmo 's using the hold to time their buying and selling in the market for financial gain ; I do not have evidence of this allegation, but I wished to bring it to the CFPB 's attention, and would add that whatever the reason is, I can not find any actual explanation or basis for these issues and Venmo 's lack of response/solutions, which are all again widespread, continuous, and repetitive, among its wide userbase. \n\nLastly, as I suspect Venmo XXXX will discount my experience as an anomaly, I respectfully request that the CFPB look into the matter not just with respect to my experience but for user experience in general. As for myself, I demand specifically that my transaction, which is extremely urgent and important to me, be either immediately cancelled or expedited, and in either event, an actual acknowledgement be made by Venmo that it is aware of these issues and are working on a solution if they have not been able to find XXXX to date. I respectfully await a prompt response.","date_sent_to_company":"2024-08-25T01:25:04.000Z","issue":"Money was not available when promised","sub_product":"Virtual currency","zip_code":"61108","tags":null,"has_narrative":true,"complaint_id":"9924546","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-08-24T23:57:17.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The truth is my experience is not even an exception but the norm, <em>because</em> even without the hold pending review, the above vague error messages and declines are virtually certain and guaranteed to happen with every purchase. Even the most basic <em>investigation</em> would reveal that it is almost impossible to make an instant transfer, and <em>Venmo</em> will never at any point offer any solutions that are helpful or will actually work."]},"sort":[18.265862,"9924546"]},{"_index":"complaint-public-v1","_id":"20043635","_score":18.173779,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I disputed transfers that did not make it to the XXXX XXXX account that was linked. The funds were removed from my Venmo account still. Which was strange because some would clear and then some didnt. I contacted XXXX XXXX many many many many times. Horrible responses that added up to just wait a little longer. They switched my account login primary account, unlinked my external accounts & removed my phone number and email address. What seemed to be almost over night. For absolutely no reason or authorization of mine. They weirdly changed the transaction types & coding before they denied all of my disputes. Now currently the last time I called they said they couldnt verify my account because my phone number and email was missing. I call every day. Sometimes twice a day. I received 3 emails yesterday with the same generic message of we deny your claim because you havent responded within 4 days. Hilariously they have a typo so it says you HAVE responded in 3 days Is it a typo HUmmmm. Ive provided all Of the documents TO Venmo. Venmo denied my claim for the transactions just recently. I responded immediately to the denial email with I have proof! Where can I send it?!! \nHavent heard anything back. I also disputed other transfers to that account that have still never made it. I have been out this money for weeks and weeks. Venmo is aware and is holding all the evidence they need to fight this for me. I just need Venmo to protect their customers in a regulatory timeframe. With efficiency of investigations. XXXX","date_sent_to_company":"2026-03-06T18:16:48.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"63118","tags":"Servicemember","has_narrative":true,"complaint_id":"20043635","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-03-06T17:13:30.000Z","state":"MO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Venmo</em> is aware and is holding all the evidence they need to fight this for me. I just need <em>Venmo</em> to protect their customers in a regulatory timeframe. With efficiency of <em>investigations</em>. XXXX"]},"sort":[18.173779,"20043635"]},{"_index":"complaint-public-v1","_id":"6523038","_score":18.162577,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/22, my friend sent me repayment for a vacation we were taking together for {$290.00} on Venmo. That {$290.00} was deposited from Venmo to my bank account on XX/XX/22. On XX/XX/22, I received an email that the transaction between us had been marked as fraudulent, and as such, Venmo would hold the funds and withdraw them from my account while they investigate the dispute. My friend confirmed her bank account was hacked and this was marked as fraudulent, and she was dealing with Venmo and her bank. I emailed Venmo on XX/XX/22 with screenshots of the agreed upon amount between us and confirmation that the amount had already been deposited in my account. They responded to me that this process could take up to 75 days and I couldnt do anything. In the meantime, I received a payment from someone else for {$150.00} on Venmo for something completely unrelated and Venmo took that amount to help repay the {$290.00} they had over drafted my account. My account is frozen and the only way to unfreeze it is to pay {$140.00} that I do not owe anyone. \n\nThe bank determined my friend was hacked, Venmo helped her re-open her account. I was not hacked and the payments between my friend and I have been solved. Theres no outstanding balance between my friend and I, however Venmo keeps telling me the only solution is to get repayment from my friend. They also have not sent her any money. If she sends me money, which she doesnt owe me, Venmo will take {$140.00} of it so Im still not receiving the full amount either way. Venmo will not respond to me and every response is to only do transactions with people I know and trust. I cant close my account because of the balance I owe. As of now, I want the {$150.00} Im owed returned back to me and to have my account closed. Im at a loss as to how to progress this.","date_sent_to_company":"2023-02-04T20:27:35.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"98030","tags":null,"has_narrative":true,"complaint_id":"6523038","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-02-04T20:10:34.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Theres</em> no outstanding balance between my friend and I, however <em>Venmo</em> keeps telling me the only solution is to get repayment from my friend. They also have not sent her any money. If she sends me money, which she doesnt owe me, <em>Venmo</em> will take {$140.00} of it so Im still not receiving the full amount either way. <em>Venmo</em> will not respond to me and every <em>response</em> is to only do transactions with people I know and trust. I cant close my account <em>because</em> of the balance I owe."]},"sort":[18.162577,"6523038"]},{"_index":"complaint-public-v1","_id":"3320651","_score":18.133293,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"From XX/XX/XXXX-XX/XX/XXXX of 2019, I was overcharged by Venmo for unauthorized charges. I have attempted to contact Venmo on multiple occasions. I have filled disputes with them, and they have denied the claims. In their last email response to me on XX/XX/XXXX, they stated \" After re-investigating the account, we are still unable to honor this claim because when you first filed this claim, you stated the transactions were unauthorized and you did not authorize any of these payments to the merchant and also had your debit card closed and answered the questionnaire for unauthorized transactions. These are steps that are taken anytime an unauthorized transaction is reported. Now you are stating the transactions were authorized but have since either been canceled or you have not received the items. Based on the inconsistent information provided throughout this case, we are still unable to honor this claim. '' They are refusing to fully investigate my claim because they are stating that I changed my story/reason for the overcharges. This is not accurate. The Venmo represented who filed the claim, after listening to me explain what happened, suggested that I frame the claim that way. I did only what the Venmo representative suggested. Further, when I called back to Venmo, the agent stated that \" I do not know why the denied the claim. It seems they coded it wrong in the system, I will send them a note. '' A day letter, they denied the claim again. \n\nThis issue started when I got a Venmo debit card. The way the card works, if I charge on the card {$18.00} for gas, Venmo will round up and take {$20.00} out of your account and put the balance in your Venmo balance. \n\nBetweenXX/XX/XXXX-XX/XX/XXXX, I used the card extensively to track my business purchases ( at least 500 transactions, if not more ). When I used the card to book rideshare rides with ( XXXX, XXXX, XXXX ) those merchants pre-authorize your card for the estimated cost. So if I booked a ride with XXXX, they would say the cost is going to be {$6.00} and they would preauthorize this on the card. Venmo would then take {$10.00} out of my account immediately. However, if I canceled the ride or didn't take the ride for some reason, the money has already been pulled out of my account, but it wasn't put back into the wallet. \n\nTHis happened to me on numerous occasions. I documented all of the times I was overcharged and attempted to file a claim for reimbursement. As of today, I can not use my Venmo card and I owe them for the provisional credits that they gave me. \n\n\n\nTheir team has been incredibly unhelpful, and I need your assistance.","date_sent_to_company":"2019-07-27T16:55:05.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"200XX","tags":null,"has_narrative":true,"complaint_id":"3320651","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2019-07-27T16:42:17.000Z","state":"DC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In their last email <em>response</em> to me on XX/XX/XXXX, they stated \" After re-<em>investigating</em> the account, we are still unable to honor this claim <em>because</em> when you first filed this claim, you stated the transactions were unauthorized and you did not authorize any of these payments to the merchant and also had your debit card closed and answered the questionnaire for unauthorized transactions. These are steps that are taken anytime an unauthorized transaction is reported."]},"sort":[18.133293,"3320651"]},{"_index":"complaint-public-v1","_id":"7906524","_score":18.032492,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX I used my Venmo account to send {$200.00} dollars to my sister. During the transaction on my smartphone, the Venmo application initially rejected the {$200.00} transfer due to insufficient funds in the bank account linked to my Venmo account. I confirmed I had sufficient funds in my bank account, XXXX, and I proceeded to once more send the funds through Venmo. On the second attempt, the funds were sent to my sister. \n\nMy sister received {$200.00} dollars, and I thought all was good. I later checked my bank account and noticed Venmo had deducted from my XXXX account a total of {$400.00}. There were two deductions from my account of {$200.00}. This would have been fine if my sister had received {$400.00} because she could have sent the funds back. However, she only received {$200.00}. This was confirmed via the transaction history on my Venmo account and my sisters. Our Venmo transaction history indicated only one transfer of funds for {$200.00} had occurred between our Venmo account. \n\nI contact XXXX to confirm if two transactions had actually posted to my account. XXXX confirmed and provided the trace numbers for each transaction. \n\nI filed a dispute with Venmo who initially issued a credit of {$200.00} to my account, and I let them know what the issue was. In reviewing my dispute, Venmo did not acknowledge the fact that they had deducted {$400.00} in total from my bank account but their platform was only showing {$200.00} was deducted/transferred. In their investigation of my clam they asked my sister if she had received {$400.00} which she answered as no. She, as we had already determined, only received {$200.00}. Based on her response, Venmo determined that my dispute was not valid and attempted to deduct the {$200.00} from my bank account which was unsuccessful due to security features enabled on my account. \n\nSince Venmo was unable to deduct the funds from my account they placed a hold on my Venmo account and gave me a negative {$200.00} balance. I am now unable to use my Venmo account for payment transfers and services that I would normally use to settle tabs with friends. Further, funds that I do receive, that are rightfully mine, have been withheld by Venmo.","date_sent_to_company":"2023-11-27T02:47:57.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"93277","tags":null,"has_narrative":true,"complaint_id":"7906524","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-11-27T02:23:18.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Based on her <em>response</em>, <em>Venmo</em> determined that my dispute was not valid and attempted to deduct the {$200.00} from my bank account which was unsuccessful due to security features enabled on my account. \n\nSince <em>Venmo</em> was unable to deduct the funds from my account they placed a hold on my <em>Venmo</em> account and gave me a negative {$200.00} balance. I am now unable to use my <em>Venmo</em> account for payment transfers and services that I would normally use to settle tabs with friends."]},"sort":[18.032492,"7906524"]},{"_index":"complaint-public-v1","_id":"16866609","_score":18.005322,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Note : I accidentally selected \" no '' for whether or not I tried to resolve this with Venmo. Both my wife ( the recipient of the money ) and I have contacted customer service several times in addition to calling our bank. \n\nCompany : Venmo ( XXXX XXXX XXXX ) Product / Issue : Mobile wallet money transfer funds withdrawn but not delivered Amount : {$4000.00} Transaction Date : XX/XX/XXXX at XXXXXXXX XXXX XXXX  Venmo Username : XXXX XXXXXXXX Recipient Venmo Username : @ XXXX Transaction ID : XXXX What happened : On XX/XX/XXXX at XXXX XXXX, I transferred {$4000.00} from my Venmo account ( XXXX XXXXXXXX ) to my wifes Venmo account ( XXXX XXXX XXXX XXXX XXXXhe transaction shows as Completed on my Venmo app, and the funds were successfully withdrawn from my bank account. \n\nHowever, on the recipients account ( my wife ), the exact same transaction shows as Pending. She has not received the money, and the balance has not increased by {$4000.00}. \n\nIn other words : Venmo withdrew the funds from my bank, marked the transfer as Completed, but has not delivered the money to the intended recipient. Venmo also refuses to take accountability in errors that may have occurred during the XXXX outage on Monday XX/XX/XXXX. But has not delivered the money to the intended recipient. \n\nWe have evidence of all three statuses, which can be found in the documents attached to this report : Screenshot of Completed on sender side Screenshot of Pending on recipient side Bank statement showing {$4000.00} debited by Venmo Attempts to resolve : We contacted Venmo Customer Support multiple times. Venmo agents told us that because the payment shows Completed on my end, they are unable to investigate further or take action. They refused to trace the funds. \n\nVenmo directed us to contact our banks. \nBoth banks ( mine and my wifes ) reviewed the transaction and confirmed that : -The funds were transferred successfully to Venmo XXXX -The bank can not reverse or trace the transaction, -Venmo is responsible for releasing or refunding the funds. \nThe bank directed us back to Venmo. \n\nWe are now in a situation where Venmo has possession of the funds but will not credit them to the recipient nor return them to me, and both entities ( bank and Venmo ) are refusing responsibility. \n\nWhy I am filing a CFPB complaint : This appears to be a payment processing error within Venmos system. Venmo has charged my bank account and acknowledges completion on one end, yet the funds have not been delivered on the recipient end. Venmo also will not address the potential impacts of the XXXX outage on XX/XX/XXXX. \n\nVenmo refuses : To perform a trace, To escalate to a higher support tier, To refund the withdrawn funds, To provide any explanation of where the money is being held. \n\nThis results in {$4000.00} being stuck inside Venmos system with no transparency, accountability, or remedy. The refusal to investigate violates reasonable expectations for electronic fund transfers and basic consumer protections.\n\nDesired resolution : I request one of the following outcomes : Venmo credits the {$4000.00} to the intended recipient ( XXXX XXXXXXXX ), or Venmo refunds the {$4000.00} back to my bank account. \n\nI am requesting CFPB assistance in obtaining a response from Venmos higher-level or executive team, and to ensure Venmo accounts for the location of my funds.\n\nSupporting documentation available : Screenshot of my Venmo app showing transaction marked Completed Screenshot of recipients Venmo app showing XXXX XXXX  transaction showing {$4000.00} withdrawal by Venmo I will provide all supporting documentation upon request. \n\nSummary : Venmo took {$4000.00} from my bank account and marked the payment as completed, but never delivered the funds. Venmo refuses to investigate or resolve the issue. The funds are currently missing. I need regulatory assistance to compel Venmo to locate the funds and complete or refund the transaction.","date_sent_to_company":"2025-10-28T19:30:32.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"53188","tags":null,"has_narrative":true,"complaint_id":"16866609","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-10-28T19:19:27.000Z","state":"WI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We have evidence of all three statuses, which can be found in the documents attached to this report : Screenshot of Completed on sender side Screenshot of Pending on recipient side Bank statement showing {$4000.00} debited by <em>Venmo</em> Attempts to resolve : We contacted <em>Venmo</em> Customer Support multiple times. <em>Venmo</em> agents told us that <em>because</em> the payment shows Completed on my end, they are unable to <em>investigate</em> further or take action. They refused to trace the funds."]},"sort":[18.005322,"16866609"]},{"_index":"complaint-public-v1","_id":"10623450","_score":17.507877,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Over the span of a week, I was sent payments from a user with last name, XXXX, from XX/XX/XXXX to XX/XX/XXXX, four in total, three for {$1000.00} and one for {$500.00} for a total of {$3500.00}. These were completely normal, legitimate transactions, with somebody I had previously sent and received money from on Venmo. However, a couple days later, they disputed the transactions, pulling my account to a - {$3500.00} balance and suspending my account. But just a couple days later, the investigation had already been completed and I received four emails from Venmo/Paypal stating that the investigation is complete and Our investigation team has determined your dispute has been resolved in your favor. No further action is required and we consider this claim closed. If there was a hold on this transaction, it has been removed. In those exact words, they told me that the claims are in my favor and that my account would be returned to {$0.00} instead of negative and the hold removed from my account. \n\nHowever, after receiving those emails on XX/XX/XXXX stating that its been resolved in my favor and it is officially closed, just a few days later on XX/XX/XXXX, I received more emails stating that because the user filed a dispute with their bank ( since Venmo/Paypal ruled in my favor and against them ), that Venmo is staking the blame on me and charging me for it, even though their own investigation team even said that it should be resolved in my favor and that there was no error or unauthorized transaction. Now, they went back on their own word and claim that my account would be returned to its normal status, and my account is now back to being - {$3500.00}, unusable until I pay this amount which I should not owe as they ruled the resolution in my favor and even said it was closed, and my account is now suspended with this negative amount until I pay it. I have already reached out to the user but no reply from them, filed a police report, and contacted Venmo about them going back on their own investigation ruling. However, their response was completely unsatisfactory and just said that users shouldnt participate in activity that might result in disputes or claims and similar sentiments, but that makes no sense as I have dealt with this person multiple times with no issue, I had no idea these transactions would result in disputes and claims, its not my fault. And even with the claims being ruled in my favor, Venmo still went back on their word and changed the ruling, solely because the other user filed a claim with their bank instead, yet the customer support agent did not address this at all in their email.","date_sent_to_company":"2024-11-01T16:41:48.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"95616","tags":null,"has_narrative":true,"complaint_id":"10623450","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-10-30T07:56:29.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have already reached out to the user but no reply from them, filed a police report, and contacted <em>Venmo</em> about them going back on their own <em>investigation</em> ruling."]},"sort":[17.507877,"10623450"]},{"_index":"complaint-public-v1","_id":"2500005","_score":17.241665,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On Saturday,  XXXX   XXXX  at  XXXX    XXXX   (  XXXX , MA  )  : An unauthorized transaction of {$1200.00}  ( total )  was made through my Venmo account while I was sleeping. I do not know how my account was accessed at all, but the money was being wired from my checking account to what I assume is a bogus/dummy Venmo user account that I have no affiliation with.   I was informed of this transaction the following morning/afternoon by a phone alert through the Venmo app itself. The first thing I did was try to assess the situation and figure out how this could have possibly happened and during that time, I sent their customer support an email regarding my situation (  XXXX   XXXX   XXXX  ).   Following that course of action, I tried calling the Venmo Customer Support, which was unavailable at that moment. Afterwards I called  XXXX   XXXX   XXXX  to inform them of this unauthorized transaction and luckily the   XXXX   representative that I was speaking to managed to put a stop cancellation on the ACH file that was to be processed ( for {$1200.00}  ) . Later in the day (  XXXX   XXXX    XXXX   ), I received a response from   XXXX     ( abbreviated for privacy purposes ) of Venmo 's Customer Support, who stated that he will be escalating my claim to an Account Specialist.  <P/> On Monday,  XXXX   XXXX  (  XXXX   XXXX  ) : The Venmo Account Specialist by the name of   XXXX   ( abbreviated for privacy purposes ) contacted me to inform me that after some investigation, Venmo has denied my unauthorized payment. but they did not provide any details of their investigation itself.   I emailed them back for further clarification on my claim denial to which she responds with saying that : \" After reviewing your account we found no signs of unauthorized access. We came to this conclusion based on the fact that the  XXXX  used to make this disputed payments from this account. For these reasons we will be denying your claim. '' Following that response, I emailed her back basically saying that my initial complaint was that of an unauthorized transaction and that I believe their reasoning for this course of action is completely unfair on my end.   I then requested for the exact GPS coordinates and IP address of these transaction, which Venmo refused to disclose. I then asked them to provide me information on the user account that my money was being sent to, which they have not given me a response to yet.   <P/>   XXXX   XXXX  (  XXXX    XXXX   ) : I received an email notification from Venmo ( not their support ) that I now owe them {$1200.00} dollars since the bogus transactions could not be funded by my  XXXX   XXXX   XXXX   Checking A ccount ( due to me requesting a stop cancellation on them ). They then stated that the other user has the funds and I have to pay Venmo back for the coverage. I absolutely refuse to pay them a cent since I had informed them multiple times that I did not authorize any of those transactions and I am wondering if I could face any legal ramifications for doing do.  <P/> I also have screenshots of the transactions on my Venmo profile and of the bogus account as well as screen shots of my emails with Venmo 's Customer Support.  <P/> I have already changed all of my login information for all the online accounts I can think, filed a local police report, and I went to a physical  XXXX   XXXX   XXXX  location to close my current bank account and reopen a new  one.  I have also informed the employees and management of my situation to which they have assessed that this is a complete fraudulent transaction and that Venmo is the liable one here.  <P/> I obviously am taking their opinions with a grain of salt, but I hope you guys can help me out with this situation. I feel sort of powerless right now because someone was able to invade my personal information to such a degree that has caused me such trouble.   I will provide any additional information as needed.  <P/> EDIT : SCREENSHOTS OF MY EMAILS BETWEEN CUSTOMER SUPPORT   XXXX   XXXX     XXXX  SCREENSHOTS OF MY VENMO FEED AND THE OTHER USER 'S FEED   XXXX   XXXX     XXXX","date_sent_to_company":"2017-06-02T15:55:04.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"02145","tags":null,"has_narrative":true,"complaint_id":"2500005","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2017-06-02T15:39:33.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<P/> On Monday,  XXXX   XXXX  (  XXXX   XXXX  ) : The <em>Venmo</em> Account Specialist by the name of   XXXX   ( abbreviated for privacy purposes ) contacted me to inform me that after some <em>investigation</em>, <em>Venmo</em> has denied my unauthorized payment. but they did not provide any details of their <em>investigation</em> itself.   I emailed them back for further clarification on my claim denial to which she responds with saying that : \" After reviewing your account we found no signs of unauthorized access."]},"sort":[17.241665,"2500005"]},{"_index":"complaint-public-v1","_id":"6530625","_score":17.225893,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX, our company vendor XXXX XXXX sent {$1200.00} minus fees of {$22.00} to my Venmo business account for a deposit of {$1100.00}, but the funds were supposed to be deposited my personal Venmo account. \nNotified Venmo of the error : Sent to Venmo by mistake. Return to XXXX, XXXX ID : XXXX. \nXXXX resent the funds to my personal account : Transfer Date and Amount : XX/XX/XXXX PDT private+ {$1100.00}, Payment ID : XXXX On XX/XX/XXXX Venmo sent another {$1200.00} to XXXX XXXX which was a duplicate of the reversal : Transfer date and amount XX/XX/XXXX PDT+ {$1200.00} XXXX filed a dispute in XXXX : Dispute ID : XXXX Reason : You submitted your claim because you were charged more than once for the same transaction. \nVENMO Response : We researched this transaction and our initial review does not show an error. In order for us to investigate further, please send us a screenshot from your computer of these charges as they appear on your bank statement. Ensure that the bank name, the last XXXX digits of the account number, your running balance, and all the charges that took place between XX/XX/XXXX and XX/XX/XXXX ( XXXX business days ) are visible. Keep in mind that screenshots from a computer typically include all of these details, while mobile banking screenshots may not provide complete enough information for us to take the next steps and correct any error that may have occurred. \nVenmo Response : We received the case ( XXXX ) you filed on XX/XX/XXXX. We have reviewed this transaction ( XXXX ) and are denying your case ( XXXX ) : This decision was made because we found that you were only billed once for this transaction and there was no duplicate transaction. \n\nAs we had previously issued you a temporary credit, please note that on XX/XX/XXXX, XXXX business days from the date of this email, we will debit the temporary credit of {$1100.00} USD from your Venmo account. You will be informed when this debit is completed. \nHi XXXX XXXX XXXX XXXX, You did not have sufficient funds in your account to cover the repayment of a credit from your denied dispute case. \nOriginal transaction : Transaction Amount : {$1100.00} USD Date : XX/XX/XXXX Receiver Name : XXXX XXXX We attempted to debit the temporary credit we provided you for the dispute, but you did not have enough funds in your Venmo account to cover it. As a result, your account has been frozen. \nYou still owe Venmo {$1000.00} for this dispute credit. \nWe sent you an email on XX/XX/XXXX to let you know that we would be debiting your Venmo account by {$1100.00} USD to cover the temporary credit previously issued. This debit is now complete as of XX/XX/XXXX. \nMy Response : Venmo you credited my personal account for the XXXX amount, then you debited my business account and paid XXXX again. Please kook at my persona account and you will see where XXXX had already been paid for this transaction from my personal account. If you look at the XXXX bank statement you will see there is no credit from Venmo for the amount of XXXX. \nVenmo Response : Hi Timeless Leisure & Fitness, Your Venmo account was charged to complete a repayment of a credit from your denied dispute case. \nOriginal transaction : Transaction Amount : {$1100.00} USD Date : XX/XX/XXXX Receiver Name : XXXX XXXX We've used the {$1000.00} in your Venmo account towards the outstanding amount you owed us for the temporary dispute credit we provided while we investigated your case. Your account has been reactivated! \nVenmo XXXX : XXXX XXXX, Our decision is considered final, but you can appeal it if you have new or compelling information or if you believe we made an error. \n\n\nWe researched this transaction and our initial review does not show an error. In order for us to investigate further, please send us a screenshot from your computer of these charges as they appear on your bank statement. Ensure that the bank name, the last XXXX digits of the account number, your running balance, and all the charges that took place between XX/XX/XXXX and XX/XX/XXXX XXXX ( XXXX business days ) are visible. Keep in mind that screenshots from a computer typically include all of these details, while mobile banking screenshots XXXX not provide complete enough information for us to take the next steps and correct any error that XXXX have occurred. \n\nRegarding Your Venmo Purchase Inbox XXXX XXXX ( Support ) Wed, XX/XX/XXXX, XXXX AM You have a new message from Venmo regarding request # XXXX. To respond, simply reply to this email. Hello XXXX, Our decision is considered final, but you XXXX XXXX XXXX Mon, XX/XX/XXXX, XXXX PM to Support Do you have any status update? \n\n\n\nThanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Support ) Wed, XX/XX/XXXX, XXXX AM Hello XXXX, After careful investigation, we have determined the appeal has not been resolved in your favor because you have been only billed once. We will no XXXX XXXX XXXX Wed, XX/XX/XXXX, XXXX AM to Support XXXX, you need to check the personal Venmo account transactions too. You are only looking at the Timeless Leisure transaction. The problem started with the personal account. \n\nimage Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Support ) Wed, XX/XX/XXXX, XXXX AM Hi XXXX, Thank you for your response. Just so I can be sure were on the same page, can you tell me the following? - Could you please specify the issue? I ca XXXX XXXX XXXX Mon, XX/XX/XXXX, XXXX AM to Support Yes, that is correct. XXXX XXXX sent {$1200.00} on XX/XX/XXXX on your business account which was later requested to be reversed and as for payment sent it was payment to - XXXX for {$1100.00} on XX/XX/XXXX. XXXX then sent the {$1200.00} payment to my XXXX Venmo account. That should have been the end of it ; however, Venmo sent XXXX another {$1200.00} in XXXX from my XXXX Venmo Account. Do you see the transaction history? This issue has been going on for months and I have explained it to the phone representatives numerous times. \nPlease advise... \n\nXXXX XXXX XXXX XXXX XXXX ( Support ) Tue, XX/XX/XXXX, XXXX AM I can see that the charge on XXXX was made because of your request to reverse payment from - XXXX for {$1200.00} on XX/XX/XXXX received in support phone ca XXXX XXXX XXXX Tue, XX/XX/XXXX, XXXX AM to Support That is incorrect! I did not authorize XXXX payments. I authorized the reversal because XXXX made an error and she was not allowed to do the reversal herself. The only entity that can perform reversal transactions is Venmo. \nPlease advise Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Support ) Tue, XX/XX/XXXX, XXXX AM Hello XXXX, Thank you for clarifying the situation and your cooperation. We have approved your appeal and credited {$1100.00} to your Venmo account at this XXXX XXXX XXXX XXXX Thu, XX/XX/XXXX, XXXX PM to Support XXXX, the account now shows a negative - {$100.00}. When will Venmo deposit the {$1200.00} that was withdrawn from my account? \n\n\n\nThanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Support ) Fri, XX/XX/XXXX, XXXX AM Hello XXXX, Thanks for reaching back. I can see in our system that your business account is + {$100.00} after we have credited your account on XX/XX/XXXX. Your XXXX XXXX XXXX XXXX Fri, XX/XX/XXXX, XXXX AM to Support Where is the entire amount? The total should have been {$1100.00} Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote : XXXX XXXX ( Support ) Fri, XX/XX/XXXX, XXXX AM Hello XXXX, After the refund, your account was reinstated to the status prior to incorrect reversal, which was + {$100.00} USD. Venmo is a service of XXXX, In XXXX XXXX XXXX Fri, XX/XX/XXXX, XXXX AM to Support The account is short {$1100.00} Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Love yesterday, today and forever. XXXX XXXX On XX/XX/XXXX, at XXXX AM, XXXX XXXX ( Support ) XXXX wrote :","date_sent_to_company":"2023-02-02T20:22:06.000Z","issue":"Wrong amount charged or received","sub_product":"Domestic (US) money transfer","zip_code":"398XX","tags":null,"has_narrative":true,"complaint_id":"6530625","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-02-02T19:36:24.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["If you look at the XXXX bank statement you will see there is no credit from <em>Venmo</em> for the amount of XXXX. \n<em>Venmo</em> <em>Response</em> : Hi Timeless Leisure & Fitness, Your <em>Venmo</em> account was charged to complete a repayment of a credit from your denied dispute case."]},"sort":[17.225893,"6530625"]},{"_index":"complaint-public-v1","_id":"5412560","_score":17.03235,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Venmo is a peer-to-peer ( P2P ) payment app available on XXXX and XXXX phones that allows for the quick and easy exchange of money directly between individuals. Founded in XXXX, Venmo began as a text-message-based payment delivery system. \n\nMy name is XXXX XXXX and venmo has created quite a hardship on myself by freezing my account and not promptly resolving the issue. \n\nXX/XX/XXXX transfer {$2800.00} from XXXX to my venmo because XXXX doesn't work with my checking account and Venmo has for the past year. \n\nXX/XX/XXXX I bought gas with the venmo card XX/XX/XXXX I sent money from venmo card through XXXX XXXX  because my daughter doesn't use venmo 20 minutes later I received an email from venmo my account has been frozen because they need more proper identification after a year of using venmo I submitted ID California driver 's license and followed up by calling customer support which their automated message says \" if you speak to a live agent we will not be able to resolve your situation today \" Talk to agent and they told me to wait 4 to 5 days for ID verification email representative to contact me. \n\nDay XXXX XX/XX/XXXX I follow up through chat support and a phone call again with the response of the attach saying we can't tell you when will respond but it'll be as soon as possible. \n\nXXXX PM ) Team Venmo : Thanks, an agent will be with you shortly. The QueuXXXX position shows how many people are in line ahead of you. \n( XXXX PM ) Team Venmo : To make sure you see our response when an agent is available, please enable your push notifications for Venmo. On XXXXd, you can enable your notifications by opening your phones Settings > Apps & notifications > Notifications XXXX Venmo. \n( XXXX PM ) *** ( XXXX ) XXXX XXXX joined the chat *** ( XXXX PM ) ( XXXX ) XXXX XXXX : Hi there! Thank you for contacting Venmo Support, my name is XXXX and I will be assisting you for today! \n( XXXX PM ) ( XXXX ) XXXX XXXX : Appreciate you bringing this to our attention! I'm sorry to hear about this frozen account but I'm glad you reached out to us. Don't worry, let me go ahead and take a look to see what had happened. Please give me a moment to pull up and review your records. \n( XXXX PM ) XXXX XXXX : Good Morning. My account was frozen 5 days ago and I was requested to submit ID which I did and my account is still frozen ( XXXX PM ) ( XXXX ) XXXX XXXX : Hi there, thank you for patiently waiting! I can see that the ID you submitted to our Account Specialist, and one of our agents already escalated your reference # XXXX to them. You may need to wait for them to reach out to you via email once it is reviewed. \n( XXXX PM ) XXXX XXXX : when can I expect a response it's been 5 days already. {$2400.00} is locked up. my rent and bills are overdue ( XXXX PM ) ( XXXX ) XXXX XXXX : Thanks for letting me know! Sorry for the delay in this process. They are currently experiencing a high volume of support requests and appreciate your patience as they work to provide the highest level of support to each customer. We hope you waiting for them as soon as possible. \n( XXXX PM ) ( XXXX ) XXXX XXXX : Are you there? \n( XXXX PM ) XXXX XXXX : yes ( XXXX PM ) XXXX XXXX : I'm waiting for a response to my question ( XXXX PM ) ( XXXX ) XXXX XXXX : Alright. You'll hear back from them # XXXX. \n( XXXX PM ) XXXX XXXX : When? \n( XXXX PM ) XXXX XXXX : I need a time, not the statement asap ( XXXX PM ) ( XXXX ) XXXX XXXX : Sure. I'll need to close this chat so that I can forward your information to them via email. They will follow up with you directly! \n( XXXX PM ) ( XXXX ) XXXX XXXX : Please keep an eye on your reference # XXXX that they will reach out. Thanks again for reaching out! \n( XXXX PM ) *** ( XXXX ) XXXX XXXX left the chat *** XXXX XXXX XX/XX/XXXX did some research and see the are others out there in same situation who are told to wait 180 days for investigation to be processed and even after that they're not getting their money released or a reason why. \n\nDay XXXX XXXX XXXX I received this email from Venmo... \n*** You have a new message from Venmo regarding request # XXXX. To respond, simply reply to this email. \n\nHi XXXX, Due to several concerns regarding your account activity, we made the decision to permanently restrict your account. \n\nWe have systems in place that monitor activity on Venmo, but please note that we don't reveal information about our internal systems in order to keep these systems robust. However, I'd recommend looking over our User Agreement for information on our policies surrounding acceptable use and high-risk activity. You can find our User Agreement here : https : //venmo.com/legal/us-user-agreement/. \n\nI apologize that we're no longer able to assist you. \n\n\nBest regards, *** Please Help Me Thank You XXXX XXXX XXXX XXXX","date_sent_to_company":"2022-04-06T03:53:19.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"92627","tags":null,"has_narrative":true,"complaint_id":"5412560","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2022-04-06T03:21:34.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/XXXX transfer {$2800.00} from XXXX to my <em>venmo</em> <em>because</em> XXXX doesn't work with my checking account and <em>Venmo</em> has for the past year."]},"sort":[17.03235,"5412560"]},{"_index":"complaint-public-v1","_id":"8348949","_score":16.533794,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX, an unauthorized payment of {$2500.00} was transacted from my Venmo account. Someone hacked my account and sent this money ( presumably ) to themselves. My password had been changed ( likely when the hacker was already in my account ), and I had to reset it via email. \n\nI reached out to Venmo same day to alert them. They suspended the account so no other transactions could go out, and filed this as a dispute and sent it to the Account Specialists to investigate. I took action separately and reached out to my bank to close my account, so that the funds would not go through. \n\nOn XX/XX/XXXX, I received an email stating that they covered the {$2500.00} payment on behalf of me as my bank account was frozen/closed. They stated that I would need to pay off this balance. They came back to me on the same day and told me my dispute was denied as the 'transaction is consistent with my payment history '. The email stated that I could reach out to an alias to request the documentation used to investigate my claim. I reached out on the same day ( XX/XX/XXXX ) and still have not heard back. I also tried to defend my case and point out the suspicious behavior trying to make an appeal. \n\nI waited a couple of business days for a response - nothing. So I reached out again on XX/XX/XXXX to follow up and made the official appeal. They came back today ( XX/XX/XXXX ) and said they denied my claim with no reasoning/justification. \n\nWith the lack of turnaround on the documentation, I have reason to believe that they did not adequately investigate this situation. The initial reasoning of 'consistent with my payment history ' is absurd because I have never sent payment of this amount in a single transaction. I don't know understand how this was determined and have yet to get a response from Venmo.","date_sent_to_company":"2024-02-15T00:36:01.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"94117","tags":null,"has_narrative":true,"complaint_id":"8348949","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-02-15T00:00:52.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["With the lack of turnaround on the documentation, I have reason to believe that they did not adequately <em>investigate</em> this situation. The initial reasoning of 'consistent with my payment history ' is absurd <em>because</em> I have never sent payment of this amount in a single transaction. I don't know understand how this was determined and have yet to get a <em>response</em> from <em>Venmo</em>."]},"sort":[16.533794,"8348949"]},{"_index":"complaint-public-v1","_id":"11502517","_score":16.136425,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On Wednesday, XX/XX/XXXX, I was informed that I had been the victim of a scam and informed that where I thought I had been sending funds ( {$220.00} ) to a friend for a washer/dryer, that their account had been hacked and I had sent it to a scammer. I called VenMo immediately to take action and find out how to protect my account and was advised by their representative to : report the transaction in question to VenMo, report the user 's account the funds were sent to to VenMo, and they told me to contact my bank to issue a stop-payment request. I was told that will sometimes work, but not always depending if the funds had already been cashed by the recipient. I followed all of the steps given, reset my password, and immediately called my bank to put a fraud watch on my account and to request the stop payment. The stop-payment did actually work, and I received confirmation from my bank that it was stopped. On XX/XX/XXXX I received a notice from XXXX XXXX that my stop payment request had been successful so I thought the issue had been resolved. On XX/XX/XXXX, I received notice from VenMo that they recommended I reach out to the recipient of the payment to request the funds back. \n\nOn XX/XX/XXXX I received a notice from Venmo stating, \" XXXX XXXX, we want to let you know that a recent transaction was not paid by your XXXX XXXX  account ending in XXXX  {$220.00} to XXXX XXXX XX/XX/XXXX Washer/Dryer Reason from your bank \" Payment on this item has been stopped '' Don't worry, we covered you and XXXX XXXX has the funds. Please pay {$220.00} for the transaction. Please know that your Venmo account has been frozen ( you can not send payments or transfer funds to your bank ). '' I called VenMo and explained to them that their customer service representative had directed me to call the bank and issue the stop payment, that I had not authorized them to \" cover me '', and had intended for it to stop since it was a scam and asked them to please unlock my account, to which they refused. \n\nIn early XXXX, I reached back out to VenMo customer support and explained the situation asked if there was a supervisor I could communicate with about the issue. I received an auto-response, that in addition to the steps I had been given, also noted that if I was unable to reach the user to request my funds back, to file a complaint with local law enforcement. On XXXX, I reported this issue to the FTC [ report # can be provided ] ; since the issue happened while I was travelling inter-state to visit my grandfather, I was not sure what \" local '' jurisdiction this would fall under. \n\nA few days later, I tried to log into my VenMo account and it was completely locked and blocked, not even giving me the ability to login. I assumed they had disabled it due to the FTC request and that I would hear something from one of them. \n\nOn XX/XX/XXXX, my younger sister sent me money via VenMo ( unbeknownst to me, she was trying to \" treat '' me to dinner ). When she told me she put the money in my account, I told her my account was disabled and she said it went through just find. I received a notice from VenMo that \" We've used the {$45.00} in your Venmo account towards the outstanding amount you owed from the payment we've listed below. You now owe Venmo {$170.00}. '' I told her to call them and request her funds back because I did not know my account was still active, and I did not want it going towards a balance that I was disputing. She contacted their customer service and was denied. \n\nI read recently that the CFPB is going after XXXX XXXXXXXX XXXX and XXXX XXXX for failing to prevent fraud on XXXX. I feel that VenMo falls in this category directly and should also be part of this investigation for similar practices. Any help that you may be able to provide would be most helpful and greatly appreciated.\n\nSupporting documentation has been attached. \n\nKindly, XXXX XXXX","date_sent_to_company":"2025-01-13T20:06:19.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"63366","tags":null,"has_narrative":true,"complaint_id":"11502517","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-01-13T19:10:29.000Z","state":"MO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I feel that <em>VenMo</em> falls in this category directly and should also be part of this <em>investigation</em> for similar practices. Any help that you may be able to provide would be most helpful and greatly appreciated.\n\nSupporting documentation has been attached. \n\nKindly, XXXX XXXX"]},"sort":[16.136425,"11502517"]},{"_index":"complaint-public-v1","_id":"7761848","_score":15.968559,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Users have reported instances where their funds were locked without any clear explanation, leading to immense frustration and financial distress. In my case, I became entangled in a web of miscommunication and negligence, resulting in freezing my accounts due to Venmo mixing my personal and business accounts. \n\nUnaware of the app 's policy of only allowing one account per user, I encountered a password issue in one of my 3 accounts I have, and was unable to access the account that was primarily being used before I creat the other 2. Unfortunately, one of my clients sent money to that inaccessible account. I have explained that Im facing an extremely hard financial situation. \n\nUnable to afford even basic necessities after the passing of my mother. Being said I received a payment from one of my clients only to discover that my accounts had been frozen due to a debit of {$420.00} on my business account, a transaction that was not made by me but by my ex-boyfriend, whom I, unfortunately, trusted during a difficult time when I had to leave for XXXX to take care of my mother. \n\nI have sent numerous emails explaining the situation and have made it abundantly clear that I am aware of the potential consequences if the funds are not recovered from my ex-boyfriend since it was under my name, I was of course found responsible for the debit. \n\nHowever, I have informed Venmo that I am currently consulting with my lawyer to investigate the possibility of other unauthorized transactions made by him as for example on my XXXX  XXXX XXXX account. M Despite these facts, the response time from Venmo has been sluggish, taking an average of 3-4 days to receive a repetitive and unhelpful response that does not address the issue at hand while Im desperately in need of my frozen funds to buy food. \n\nBut still nothing about resolving my issue and try to work on it. I have made it clear that I am struggling financially and offered to pay in installments, as I simply can not afford to make a full payment all once. I am desperate for assistance and have made it clear that the money in my account from my client is crucial for purchasing basic necessities like food. \n\nAll I am requesting is for Venmo to unfreeze my account immediately and understand that I own a limited liability company ( LLC ), which by law separates my personal and business finances, which seems to understand that any issues or liabilities, arising from my business are not my personal responsibility, they are not allowed to freeze my personal account because of a debit on my business profile. I never said I would not pay, but only ask some time until my lawyers investigation is over. I kindly request your intervention in this matter, as I believe Venmo 's actions warrant further resolution into my matter and really expect a positive resolution that respects my rights as a customer. \n\nAnd Im also open to discuss anything that I might have said in this complaint that is not valid or uncertain, which I believe is nothing to be questioned since Im under my rights as a consumer, but If Venmo fails to rectify this situation promptly, I will have no choice but to take legal action against them. \n\nAs an owner limited liability corporation, I expect Venmo to respect the legal separation between my personal and business finances. Their negligence and lack of accountability are unacceptable, and I will not hesitate to involve the appropriate authorities to ensure justice is served. \n\nBest, XXXX XXXX","date_sent_to_company":"2023-10-26T12:03:30.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"11103","tags":null,"has_narrative":true,"complaint_id":"7761848","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-10-26T11:46:39.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["However, I have informed <em>Venmo</em> that I am currently consulting with my lawyer to <em>investigate</em> the possibility of other unauthorized transactions made by him as for example on my XXXX  XXXX XXXX account. M Despite these facts, the <em>response</em> time from <em>Venmo</em> has been sluggish, taking an average of 3-4 days to receive a repetitive and unhelpful <em>response</em> that does not address the issue at hand while Im desperately in need of my frozen funds to buy food."]},"sort":[15.968559,"7761848"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":38,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":38}]}},"product":{"doc_count":38,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Money transfer, virtual currency, or money service","doc_count":34,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mobile or digital wallet","doc_count":25},{"key":"Domestic (US) money transfer","doc_count":5},{"key":"Virtual currency","doc_count":4}]}},{"key":"Checking or savings 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