Venmo Inc.

Review: I recently signed up for Venmo because I work as a freelancer and a client wanted to send me a money through the app. Directly after I signed up, I could not log in to my account and receive the money he sent. I tried resetting my password, logging in on different browsers, and logging in through my mobile phone. All attempts were unsuccessful and the only feedback I received is that, "an error occurred."

I tried getting in touch with someone from Venmo stop solve this issue and have not heard back. There is no phone number or other direct way to reach someone about issues, which is a huge problem.Desired Settlement: I would like someone from Venmo to get in touch with me and let me know how I can access my account so I can receive my funds. All I want is to be able to log in and have a solution in place that will allow me access. If I am locked out of my account, please explain why this happened and fix it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had $500 in my Venmo account, that I tried to withdraw to my bank account. The money was taken out of my Venmo account, but never arrived in my bank account. I've tried contacting Venmo, three times, but have not been able to reach a live person, and have not received my money.Desired Settlement: I want my $500 to be sent back to my bank account.

Business

Response:

[redacted]

[redacted] Venmo, LLC (“Venmo”) is in receipt of [redacted]’ ([redacted]) complaint received via the Revdex.com dated December **, 2015 regarding Venmo. Please find our response to his concerns below as well as background on Venmo. Venmo is a domestic person-to-person payments service that allows individual Venmo users to send or request payment from each other using our mobile application or through our website. Payments may be funded with a credit or debit card, a bank account or a Venmo balance. Venmo prefunds payments using its own funds in order to make funds available to Venmo recipients faster than otherwise would be possible. However, in the event that the funds are not received by Venmo from the payee’s financial institution (for example, due to a chargeback or insufficient fund return), Venmo will not allow the recipient to receive the payment (since the payment failed). [redacted] claims that she did not receive the $500.00 in funds after she attempted to transfer these funds from his Venmo account to her bank account. Venmo records show that the payments initiated during the dates November **, 2015 and November 19, 2015 for the amounts totaling $500.00 were processed initially by Venmo, however due to some security flags raised by the unusual nature of the payments, [redacted]’ bank transfer was held pending review. Venmo is glad to confirm that this review has been completed and that [redacted] has initated the transfer of these funds these funds to her [redacted] bank account ending [redacted] on December **, 2015. Based on this information, Venmo feels that this complaint has been successfully resolved. Regards, Venmo Compliance [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My friend sent me 200 on Aug [redacted] through Venmo and I cashed out right away. Venmo told me, the money should arrive in my account around Aug [redacted]. The Venmo doesnt have a contract number, I have to use [redacted] and in app email to contract with them. After sending message for a week, only get one reply. They told me the 200 I have cashed out is bounced check, but Venmo did charge 200 in my friend's bank account. I want to figure how I can get this 200 back.Desired Settlement: Need get 200 back now!!!

Business

Response:

[redacted]

August **, 2015 Revdex.com Compliant ResponseRe[redacted] Case ID [redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received via the Revdex.com dated8/**/2014 regarding his complaint regarding his issues with the Service Issues.Please find our response to their concerns below as well as background onVenmo. Venmo is a domesticperson-to-person payments service that allows individual Venmo users to send orrequest payment from each other using mobile or website applications. Paymentsmay be funded with a credit or debit card, a bank account or a Venmo balance. Venmo makes funds available instantly to Venmo recipients. These actions are only processed by Venmo, based onthe initial request made by a Venmo user and if funds are available from thefunding method in question for that Venmo account. Venmo prefunds paymentsinitiated, however in the event that the funds are not received from the payeesdesignated financial institution, Venmo will reverse the payment from therecipient to prevent a loss to Venmo. A review of the complaintconfirms that Venmo placed a hold on the pending $200 bank transfer initiatedby [redacted] that has since been released and successfully transferred to hisbank account ending XX[redacted]. [redacted] was notified of the results of the reviewof his account on 8/**/2015. Based on this information,Venmo considers this issue resolved. Regards,VenmoCompliance [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I can`t cash out my money that I need it emergency.I am adding my bank information -[redacted]- with a router number and my account number,but comes out as a [redacted]. Because a different bank I don`t want to cash out ,because I am not sure why is not coming as a [redacted]. I did wrote so many E.mail but no one called me or helped me.They don`t have an a phone number.My money stocked there ,I can`t pay my mortgage .I even went to my Local bank -First citizen-asked them ,if they work or know [redacted].They told me NO

I am very very tiredDesired Settlement: I just want my money to go my bank account as soon as possible.

Business

Response:

Hi [redacted],

Thanks for contacting Venmo and I apologize for any delay in getting back to you.

The bank name mismatch you’re seeing does happen once in a while, but it shouldn’t prevent your bank account from being added or cause any problems with transfers as long as the account/routing numbers you entered match your account’s info.

If you want to be sure, you can always verify your account.

Thanks for drawing our attention to this particular instance, we will pass this information on to our engineers for further review.

Please let me know if you have any other questions,

Customer Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: This consumer has withdrawn $2,500 from my [redacted] account. I have REPEATEDLY emailed the company to get to the bottom of this but not one person has emailed me back. I have waited weeks, threatened with lawyers, and no one there has responded. There also is no contact number to get in touch with them. My bank account is over drawn $2,500 plus over draft fees.Desired Settlement: I want my $2500 plus $105 overdraft fees refunded to me ASAP.

Business

Response:

December **, 2015 Revdex.com Complaint Response Re: [redacted] Case ID [redacted] Venmo, LLC (“Venmo”) is in receipt of [redacted]’s ([redacted]) complaint received via the Revdex.com dated December **, 2015 regarding Venmo. Please find our response to his concerns below as well as background on Venmo. Venmo is a domestic person-to-person payments service that allows individual Venmo users to send or request payment from each other using our mobile application or through our website. Payments may be funded with a credit or debit card, a bank account or a Venmo balance. Venmo prefunds payments using its own funds in order to make funds available to Venmo recipients faster than otherwise would be possible. However, in the event that the funds are not received by Venmo from the payee’s financial institution (for example, due to a chargeback or insufficient fund return), Venmo will not allow the recipient to receive the payment (since the payment failed). [redacted] claims $2,500.00 in funds were withdrawn from his [redacted] account and that he feels these funds as well as $105.00 on overdraft fees are owed to him. Venmo records show that [redacted] initiated payments on November **, 2015 and November **, 2015 for the amounts of $2,000.00, $500.00, and $250.00 were processed initially by Venmo, however Venmo subsequently received notification from the original payee's bank that several payments failed due to insufficient funds. An additional review conducted also shows that [redacted] violated the Venmo User Agreement by creating multiple personal accounts and using this particular account referenced for conducting non-approved business activity. Due to these reasons, Venmo placed permanent restrictions on [redacted]’s accounts. These restrictions do allow for [redacted] to transfer the remaining funds of $2,000.00 on his Venmo account that were a result of the reversal of the one successful for the payments initiated by [redacted] to his designated bank. As such, Venmo will not provide [redacted] with the requested $2,500.00 referenced nor the $105.00 [redacted] claims he incurred due to his payment instrument not having sufficient funds. Given the information above and regrets that it can no longer offer its services to [redacted]. Regards, Venmo Compliance [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Venmo claims that [redacted] rejected my payments. On my [redacted] statement the amount of $2,000 has been withdrawn from my account. When logged in to [redacted] venmo account, there is a $2,000 account balance. The account is frozen and I can not withdraw the money. Venmo has $2,000 of my money and is refusing to refund the money back to the account that it came from. It is illegal for venmo to keep this money from me. I ask that venmo refund the $2,000 in the venmo account back to my [redacted] account. I have had the bank reach out to venmo multiple times and have now had to hire a lawyer. This can all be resolved if Venmo releases the $2,000 of my money they have frozen in my venmo account back to bank account it came from. The information provided stating that [redacted] did not release the $2,000 is false and the bank has tried to get back in touch with them with no resolve. I have never had a problem sending money in these amounts on venmo before and do not know how this disaster occurred. All that I ask is for my $2,000 back, I do not see how it is legal for venmo to deny me a refund that is clearly in the account, and to ignore requests from [redacted] and a lawyer.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I received payment for concert tickets ($750 which is face value) through the Venmo app. I emailed the tickets to the buyer. Then I attempted to transfer the money from Venmo to my bank account. Everything seemed to be fine. A few hours later, I noticed Venmo had cancelled my transfer with no explanation. Furthermore, the funds were not returned to my Venmo balance. I have attempted to contact Venmo to discuss the issue. They have no listed phone number, so email is the only route. I have not received a response as of the time of this complaint.Desired Settlement: $750 to be refunded to me.

Business

Response:

[redacted]

Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received viathe Revdex.com dated 6/**/2014 regarding his complaint regarding hisissues with the Refund or Exchange Issues. Please find our response to their concerns below as well as backgroundon Venmo. Venmo is a domesticperson-to-person payments service that allows individual Venmo users to send orrequest payment from each other using mobile or website applications. Paymentsmay be funded with a credit or debit card, a bank account or a Venmo balance. Venmo makes funds available instantly to Venmo recipients. These actions are only processed by Venmo, based onthe initial request made by a Venmo user and if funds are available from thefunding method in question for that Venmo account. Venmo prefunds paymentsinitiated, however in the event that the funds are not received from the payeesdesignated financial institution, Venmo will reverse the payment from therecipient to prevent a loss to Venmo. As the complaint confirms, [redacted] attempted to use the Venmo for the purpose of selling tickets withwhat appears to be an unknown third party to [redacted]. Please be aware that when a Venmo user choosesto use the Venmo service they also agree to Venmo’s Terms of Service/UserAgreement. Venmo does not permit merchants to make sales via Venmo, nor do we offer buyeror seller protection. Business usage of Venmo requires an application andexplicit authorization, for which [redacted] did nothave. For more information, please see section C(1)(b) of the Venmo User Agreement. Venmo records support that the payments initiatedby [redacted] payment partner raised multiple security flags.This in conjunction with [redacted] violationof the Terms of Service resulted in a decision to reverse the payment receivedby [redacted], back the his payment partner’s originalpayment instrument to avoid a loss to Venmo. Venmomaintains that it is not liable for [redacted]’s violationof the Venmo Terms of Service, and cannot honor [redacted] request for the $750 he feels is owed to him. Venmo notified [redacted]

[redacted] of this on 6/**/2015 and considers this issue resolved. Regards,Venmo Compliance[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have read their response. I do not conduct business over this website. I did accept face value for concert tickets. After emailing the tickets, Venmo froze my account. This is the first time I'm hearing about the part where they prefund the account and then only release the funds after it clears the bank. It seems like a good way to take people's money and play games. It's very disappointing that it took a Revdex.com complaint just to get a response from the company. They have no phone number listed and seem to rarely answer emails. As it turns out, the other user appears to be a fake account set up as a scam. By Venmo's cooperation, I can only assume they wish to perpetuate the theft of hard earned money. If Venmo really wishes to protect it's users, the company would at least investigate and close accounts that have been used to steal from others. Instead, they have chosen to take money from my account and freeze the account. I also understand [redacted] is no longer with your organization. In the interest of ethical treatment, I would like to have all future responses from the person who is actually assigned to this case. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received via the BetterBusiness Bureau dated 7/*/2015 regarding his complaint rebuttal of complaintregarding his issues with the Refund or Exchange Issues concerning Venmo.Please find our response to his concerns below. Venmo is designed for payments between friends and people whotrust each other. On our Security page ([redacted]),we recommend avoiding payments to people one doesn't know, especially if itinvolves a sale for goods and services (like event tickets and [redacted]items), as these payments are potentially high risk. Venmo also doesn’tcurrently permit merchants to make sales via Venmo, nor does Venmo offer buyeror specifically in [redacted]’s case, seller protection. Venmo prefunds payments as a courtesy to its users to avoid adisruption in the service, for those that abide by the User Agreement. In theevent that unusual activity is identified, Venmo takes this seriously and takesnecessary measures to protect both its users and Venmo against instances offraud or malicious activity wherever possible. Regards,VenmoCompliance

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This matter is not resolved. Venmo harbors known thieves and does nothing to prevent theft from other members. In this case, the Revdex.com has come up short. I sincerely hope this is the exception and not the rule. If Venmo really cared, they would provide customer support. I shouldn't have to file a complaint with theRevdex.com just to get a response that hides behind a shoddy user agreement and false claims.

Sincerely,

Review: I made a $700 online transfer to a friend on May **, 2015. The funds were withdrawn from my bank account. They never transferred to the receiver’s bank account, and have not been returned to me. To date, the situation is unresolved. (Note: "Standard replies" listed at the end)

Summary of activity and communication

5/**-6/**/15 Sender and receiver checked bank acct balances daily and twice met with counselors at the banks to be sure no problems were at the banks’ ends. E-mail communications are attached below in a more detailed list, as inquiries and complaints can only be made to Venmo via e-mail. They do not provide customer support by telephone, online chat, or any other media then e-mail.

5/**/15 my Bank account added

5/** 11:07 am- my bank account verified; small deposits and withdrawals made

5/** 11:08 am- notice from Venmo that I successfully paid $700 to the receiver

5/** Receiver’s bank account verified; small deposits and withdrawals made

6/* 10:21 pm- I emailed Venmo to report non-receipt of transfer by receiver’s bank

6/* complaint acknowledged by Venmo with a standard reply- Case #[redacted]

6/* 8:47 am- sent a second e-mail re: the failure to complete the transaction

Complaint acknowledged by Venmo with standard reply- Case #[redacted]

6/* 8:37 am- sent an e-mail

Complaint acknowledged by Venmo with standard reply- Case #[redacted]

12:20 pm- sent an e-mail including a discussion of a need for arbitration and loss if not resolved

Complaint acknowledged by Venmo with standard reply- Case #[redacted]

6/** 2:11 am- sent an email re: transfer problem unresolved

Complaint acknowledged by Venmo with standard reply- Case #[redacted]

Standard replies:

Hi there! Thanks for your email. We just wanted to let you know that we’ve received your support request and our team will get to work on it as quickly as we can. We’ll reach back out as soon as we have some more information for you. Our team usually responds to most requests within 48 hours. Please try to avoid submitting multiple requests for the same issue, it can actually slow us down. Thanks in advance for your patience while we work on resolving your issue!Desired Settlement: 1. Refund the money withdrawn from my account that was never deposited into the receiver's account.

2. Pay related losses incurred when we had to change wedding venues; as this became an unpaid final payment for a wedding venue reservation for 6/**/15.

Business

Response:

VenmoLLC[redacted] June **, 2015 Revdex.com Complaint ResponseRe: [redacted]Case ID: [redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received viathe Revdex.com dated 6/**/2015 regarding her complaint of CustomerService Issues from Venmo. Please find our response to [redacted]’ concerns below aswell as background on Venmo. Venmo is a domesticperson-to-person payments service that allows individual Venmo users to send orrequest payment from each other using mobile or website applications. Paymentsmay be funded with a credit or debit card, a bank account or a Venmo balance. Venmo makes funds available instantly to Venmo recipients. These actions are only processed by Venmo, based onthe initial request made by a Venmo user and if funds are available from thefunding method in question for that Venmo account. Venmo prefunds paymentsinitiated, however in the event that the funds are not received from the payeesdesignated financial institution, Venmo will reverse the payment from therecipient to prevent a loss to Venmo. Venmo records show that [redacted] initiated a payment to her payment partner on 5/**/2015. This paymentraised security flags that resulted in the cash out payment being placed onhold pending further investigation. As part of the investigation, Venmo Riskgroup had reached out to [redacted] for more information and has made thedecision to reverse the payment back to [redacted]’s Venmo account perher request. [redacted] is free to transfer these funds back to her designatedbank account at her convenience. An email communication was sent to [redacted], advising herof this on 6/**/2015. Based on this information, Venmo considers this issueresolved. Regards,VenmoCompliance [redacted]

Consumer

Response:

Although I appreciate the response from Venmo Compliance, I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First, there is no [redacted] related to this complaint, as is noted twice in the response.

In addition, Venmo failed

to complete a transaction for 21 days beyond the date promised. As per the User

Agreement, Section 18,

If Company does not complete

a transfer to or from your account, or using your saved payment information, on

time or in the correct amount according to this Agreement, Company will be

liable for your losses or damages to the extent required by law.

Losses (itemized on page 3 of the attached document) related to the failure

to complete the transaction for 21 days after the transaction was noted as

“Completed”: include:

-$1250 (difference in wedding expenses

for the reception, as the final $700 deposit was not made by the deadline of

6/*/15)

-$52.64 fee for hotel cancellation

(Changed from [redacted] in [redacted] to [redacted] in

[redacted], **, because of overall cost difference of $418.67 because reservations

were made later, because reception location was up in the air)

-$50 airline change fee

-$10 [redacted] Transit (for travel to

hotel between [redacted] and **; original reservations at the [redacted]

in [redacted] that I had to cancel provides a shuttle- I wouldn’t have had to

pay for public transit)

-$32 [redacted] Metro card (for travel to and

from hotel that would otherwise have been coordinated by the shuttle to the

hotel)

For resolution of this complaint, I respectfully request

reimbursement of $1394.64 to pay for losses due directly from the failure to

complete a transfer on time.

Please find my very specific comments regarding

Venmo’s Response Letter to my complaint on page 2 of the attached document.

Thank you very much for your help in resolving my complaint.

Sincerely,

Review: Venmo has frozen my account and isn't allowing me to transfer funds collected. I have reached out via email numerous times to rectify but there were no responses that were helpful. They don't list a phone number to assist in helping. Their service has been slow, unresponsive and not helpful.Desired Settlement: Please rectify prioritizing unfreezing the account.

Business

Response:

[redacted]

[redacted] Dear [redacted], I am writing on behalf of [redacted], Inc. in response to your complaint regarding [redacted]’s Venmo product. You state that your account has been frozen and you have been unable to get it resolved. . Description of Relief At the outset, it is important to note that your account suspension was lifted on March *, 2016 and full access was restored. Response On February **, 2016, you created a [redacted] account, ("Account"), at which time you agreed to [redacted]'s user agreement ("User Agreement"). On March *, 2016, you provided your TD Bank account ("Bank Account") information to [redacted] to be used as a funding source for future payments that you send. Venmo is a money transfer business regulated by the United States Treasury Department. As such, we are obligated to collect certain information from our users to verify their identities. This information is safely encrypted and protected on secure servers. Because your Account was new, on February **, 2016, so that we could verify your identity, we “froze” your Account which prevented you from sending, receiving or cashing out funds. Please note that the User Agreement at Section D.15 (b) permits Venmo to take this action. You were notified of this action by email on the same day. On March *, 2016, we asked you to provide us a government issued ID, a recent utility bill with your name and address from the last three months as well as submit additional information through your Account such as social security number and date of birth. On March *, 2016, you provided the requested information allowing us to verify your identity. On March *, 2016, we lifted the restriction on your Account and restored full access. Explanation of Closure We believe that Venmo acted in good faith and in accordance with the User Agreement when denying you access to our services as a reasonable measure to maintain the security of Venmo's system and to verify your identity. Venmo considers this matter resolved as your account was fully restored on March *, 2016. We offer our sincerest apologies for any difficulties you may have encountered while using our Venmo service. Please feel free to contact [redacted]’s Executive Escalations Office at [redacted], should you have any questions or concerns, or if I can be of further assistance to you. Very sincerely yours, Kellie L[redacted] Executive Escalations Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: In early July, my checking account was nearly cleared when a stranger stole over $1000 from me making payments to himself on my Venmo account. I e-mailed the app asking to both be refunded and to speak with someone at the company, as I wanted to discuss the theft if I were to keep using the app. The money was refunded within a week, but nobody contacted me.

Having not spoken to anyone, I scheduled to transfer my Venmo balance of $302.54 into my bank account, so that I could delete the app and avoid risking another theft. The money disappeared from my balance -- my Venmo dashboard says "$0.00" where it once said "$302.54" -- but it never reappeared in my bank account. The money is effectively gone.

I have e-mailed Venmo three times now to follow up. I still haven't seen the money, and nobody at Venmo has contacted me despite my repeated attempts to reach them. This happened over a month ago now.

I am thus filing three different complaints: one for privacy concerns, another for collection issues, and another for customer service issues with Venmo.

My privacy complaint is that, in the course of a month, there have been multiple occasions in which literally hundreds of dollars have disappeared from me on Venmo. My collections complaint is that I still have not been reimbursed for the money I tried to transfer from my Venmo balance into my bank account. It goes without saying that either one of the issues that caused those complaints are completely unacceptable ways for Venmo's operations to run.

I also want to file a customer service complaint as I think Venmo has handled this situation terribly. Nobody from the app ever once contacted me after I've e-mailed numerous times to report the disappearance of large amounts of money from my bank account occurring via this app.

I would have tried to reach a Venmo rep more directly, but the only contact info provided on the website is a generic "support" e-mail address. I think this also is unacceptable for an app that users entrust to their bank accounts, as well as other private information such as social security numbers. Venmo support should be accessible by phone as well if they are, for whatever reason, unable to address all of their e-mails.

My only personal demand at this point is to be reimbursed the money that belongs to me. However, I hope that Vemno hears the rest of these complaints as well. Any one of the above situations in isolation -- the initial theft, the disappearance of funds, and the difficulty of contacting the company about these problems -- would merit a claim with the Revdex.com.

Thank you in advance for your time and assistance.Desired Settlement: I would like to be reimbursed the money that I scheduled to transfer from my Venmo balance into my bank account, three-hundred and two dollars and fifty-four cents ($302.54). This money appears to have disappeared from my Venmo account, but has not reappeared in my bank account, after scheduling the transfer over a month ago. My "desired outcome" -- which I feel it's fair to insist on -- is to be reimbursed the $302.54 that rightfully belongs to me.

Consumer

Response:

At this time, I have not been contacted by Venmo Inc. regarding complaint ID [redacted].Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Venmo Inc. has been resolved.

[redacted] Hello, I filed a complaint with the Revdex.com last month against Venmo Inc, after a failed bank transfer in which I lost about $300. My complaint ID is [redacted] and I filed the complaint on 8/**/2015. I reported to the Revdex.com that the business never responded to me directly, which they did not. However, I just saw that they reimbursed the lost money a few days ago, on Friday, 9/**. I am just noticing it now as nobody at the company notified me that they had reimbursed me. It may have also taken a few days for the payment to post. I just wanted to clear the record that this complaint has been resolved. I hope that Venmo's record with the Revdex.com can be appropriately adjusted. I apologize for the inconvenience and I really appreciate your time and assistance in this dispute. I'm a recent graduate trying to make ends meet so getting this money back has meant a lot to me. Please feel free to contact me if any other questions or concerns arise about this case. Thanks very much again for your help. Best, [redacted] ###-###-####

Sincerely,[redacted]

Review: I used Venmo to receive a payment from someone and when I transferred some of the money to my bank account the account was frozen without any explanation. I sent numerous emails with absolutely no responsesDesired Settlement: I want my account unfrozen so I can transfer the funds to my bank account.

Business

Response:

Venmo[redacted]

[redacted] VenmoLLC (“Venmo”) is in receipt of [redacted] rebuttal complaintreceived via the Revdex.com dated 8/**/2015 regarding her complaintsregarding his issues with Delivery Issues. Please find our response to their concerns below as well as backgroundon Venmo. Venmo is a domestic person-to-personpayments service that allows individual Venmo users to send or request paymentfrom each other using mobile or website applications. Payments may be fundedwith a credit or debit card, a bank account or a Venmo balance. Venmo makes funds available instantly to Venmo recipients. These actions are only processed by Venmo, based onthe initial request made by a Venmo user and if funds are available from thefunding method in question for that Venmo account. Venmo prefunds paymentsinitiated, however in the event that the funds are not received from the payeesdesignated financial institution, Venmo will reverse the payment from therecipient to prevent a loss to Venmo. Areview of the complaint filed by [redacted] and a search for the Venmo supportsthat [redacted] is not the registered \Venmo accountholder. Venmo recommends the Venmo accountholder contact VenmoSupport so that we may look into their account inquiry further. Venmo can bebest reached at [redacted]. Venmolooks forward to hearing from the registered accountholder and resolving theescalated issue. Regards,VenmoCompliance [redacted]

Review: I sell TV's for living. One customer paid me $2600 for two Samsung TVs via Venmo. Once I verified that the funds were in my Venmo account, customer came and picked them up. When I attempted to withdraw money to transfer to my bank right away, it says it would take 4 to 5 business days. After 6th day, when the money wasn't there, I contacted Venmo. Venmo says the customer paid with stolen credit card so they had to give the money back. Meanwhile, I am out of two TV's worth $2600 and I can't do this business anymore because My wholesaler will not provide TV's for me anymoreDesired Settlement: Need $2600 back

Business

Response:

[redacted]

[redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received via the Revdex.com dated6/**/2014 regarding his complaint regarding his issues with the Refund orExchange Issues. Please find ourresponse to his concerns below. Uponfurther review of the Revdex.com complaint letter received for [redacted], who claims that he never received the goods he purchased from hispayment partner and that his Venmo account is frozen. Pleasefind our response to their concerns below as well as background on Venmo. Venmo is a domesticperson-to-person payments service that allows individual Venmo users to send orrequest payment from each other using mobile or website applications. Paymentsmay be funded with a credit or debit card, a bank account or a Venmo balance. Venmo makes funds available instantly to Venmo recipients. These actions are only processed by Venmo, based onthe initial request made by a Venmo user and if funds are available from thefunding method in question for that Venmo account. Venmo prefunds paymentsinitiated, however in the event that the funds are not received from the payeesdesignated financial institution, Venmo will reverse the payment from therecipient to prevent a loss to Venmo. As the complaint confirms, [redacted]attempted to use the Venmo for the purpose of selling televisions with whatappears to be an unknown third party to [redacted]. Please be aware that when a Venmo user choosesto use the Venmo service they also agree to Venmo’s Terms of Service/UserAgreement. Venmo does not permit merchants to make sales via Venmo, nor do we offer buyeror seller protection. Business usage of Venmo requires an application andexplicit authorization, for which [redacted] did not have. For more information, please see section C(1)(b) of theVenmo User Agreement. Venmo records support that the payments initiatedby [redacted]’s payment partner raised multiple security flags. This inconjunction with [redacted]’s violation of the Terms of Service resulted in adecision to reverse the payment received by [redacted], back the his paymentpartner’s original payment instrument to avoid a loss to Venmo. Venmomaintains that it is not liable for [redacted]’s violation of the Venmo Terms ofService, and will not be honoring [redacted]’s request for the $2,600 he feels isowed to him. Venmo considers this issue resolved. Regards,Venmo Compliance[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Again, Venmo must be hiring some of the dumbest people. Please review the case carefully.. I WAS THE GUY SELLING THE TV. I WAS THE ONE WHO RECEIVED THE MONEY IN MY NEW VENMO ACCOUNT. THEN I STARTED TO TRANSFER MONEY TO MY BANK ACCOUNT. ONCE I VERIFIED THAT THE MONEY WAS THERE IN THE VENMO ACCOUNT, I HANDED OVER THE 2 TV'S TO THE GUY. WHO IS [redacted]? IS THIS TOO HARD TO UNDERSTAND? CNET AND LOCAL NEWSPAPER PEOPLE UNDERSTOOD WITHOUT ANY REPEATED WORDS.YOUR INCOMPETENCE IS AMAZING. I HAVE ATTACHED SOME PICS, HOPEFULLY YOU CAN UNDERSTAND IT. ]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint rebuttal received via the Better BusinessBureau dated 6/**/2014 regarding his complaint regarding his issues with the Refundor Exchange Issues. Please find ourresponse to his concerns below. TheRevdex.com rebuttal complaint letter received from [redacted] confirmed he used Venmofor the purpose of selling TVs (goods) to what appears to be an unknown thirdparty to [redacted]. Venmo records support that the payments initiatedby [redacted]’s payment partner raised multiple security flags. This inconjunction with [redacted]’s violation of the Terms of Service resulted in adecision to reverse the payment received by [redacted], back the his paymentpartner’s original payment instrument to avoid a loss to Venmo (Ref: SectionE:18). As such, Venmo again maintainsthat it is not liable for [redacted]’s violation of the Venmo Terms of Service. Based onthis, Venmo will not be honoring [redacted]’s previous request for the funds he feels he is owedto him and the current restrictions will still remain on [redacted]‘s accountuntil he can abide by Venmo’s Terms of Service. Regards,VenmoCompliance [redacted]

Review: I sent rent payment to my landlord of $900 in the beginning of October *, 2014 for the first time using Venmo service. Venmo mistakenly was withdrawing money from my growth account which had a zero balance versus my checking account and the payment was declined by my bank initially. Therefore, Venmo attempted the charge again on October * and the account had a sufficient balance to complete the transaction successfully. Meanwhile, Venmo blocked my account stating I owed them $900 for a payment they made to my landlord on my behalf since I didn't have adequate funds in my account. When I contacted Venmo customer service and explained that the payment was withdrawn from my bank on October [redacted], they requested a bank statement which I provided to confirm that they did intact receive $900 from me. Then they subsequently claimed that they sent my landlord a total of $1800 on my behalf and I still owed $900. I asked them that I would need to confirm that my landlord received $1800 instead of the authorized $900 first. Venmo took it upon themselves to charge my [redacted] $900 without my permission to cover they $900 extra they claimed I owed them. After speaking to my landlord and him providing his bank statements, it appears that he only received $900 from Venmo and not $1800. They stole $900 and charged [redacted].Desired Settlement: Venmo owes me a credit of $900 that they fraudulently charged my credit card. They withdraw $900 from my bank that successfully for received by my landlord and not $1800 they claimed.

Business

Response:

[redacted]

[redacted] Please be aware that Venmo offices have moved from its previous location of [redacted] to its new location at [redacted]. [redacted] Venmo LLC (“Venmo”) is in receipt of [redacted] (“[redacted]”) complaint received via the Revdex.com dated 11/**/2014 regarding her complaint regarding her issues wither recent rental payments to her landlord. Please find our response to her concerns below. Upon further review of the Revdex.com complaint letter received for [redacted], she claims that Venmo fraudulently charged her credit card $900.00, as well as charged $900 to her bank account. Venmo is a P2P payments service that allows its users to send or request payments via text or email to other individuals, and is designed for payments between friends and people who trust each other. These actions are only processed by Venmo, based on the initial request made by a Venmo user and if funds are available from the funding method in question for that Venmo account. Venmo prefunds payments initiated, however in the event that the funds are not received from the payees designated financial institution, Venmo will reverse the payment from the recipient to prevent a loss to Venmo. Upon further review of the Revdex.com complaint letter received for [redacted], she claims that she sent her landlord $900 on 11/*/2014 and that Venmlo mistakenly withdrew funds received from her “growth account” that did not have sufficient funds at that time to honor the payment. Venmo records show that [redacted] initial a payments two payments each for the amount of $900 on dates 10/*/2014 and 10/*/2014 from her only designated funding source on file at those times, PNC bank account ending [redacted]. As previously mentioned, Venmo prefunds payments as a courtesy to its users, and did so in both $900 payments initiated by [redacted]. Venmo received notification from PNC bank, advising that there were insufficient funds to process the first $900 payment initiated by [redacted] on 10/*/2014. (Records also show that PNC bank successfully processed the second payment from 10/*/2013, and thus funds were received by PNC bank to Venm successfully moved off the Venmo platform). Since the funds from [redacted]’s 10/*/2014 payment to her landlord were prefunded by Venmo and attempted to be moved off the Venmo platform (by her landlord), Venmo made attempts to recover these funds from [redacted], so as not to incur a loss to Venmo. Venmo also did not allow for these funds to exit the Venmo platform from her landlord’s account until these funds were received from [redacted]. This is covered in Section 15.1 of the Venmo User Agreement which states a user is “responsible for all reversals, chargebacks, claims, fees, fines, penalties and other liability incurred by us, a Venmo user, or a third party caused by or arising out of your breaking a term of this Agreement, and/or your use of the Services. You agree to reimburse us, a user, or a third party for any and all such liability.” At the dates for which Venmo made attempts to recover the prefunded funds first by attempting to recover from [redacted], records show that [redacted] changed her designated funding source from her PNC bank account to her [redacted] credit card. Recovery efforts were made on 10/**/2014, which resulted in a decline, as well as 11/*/2014, which was successful. Shortly thereafter, [redacted] deleted all funding sources on file and proceeded to cancel her Venmo account on 11/*/2014. Venmo would like to note that Venmo’s Support team had been in correspondence with [redacted] from the dates 10/**/2014 through 11/*/2014 and had covered the following items: • Insufficient funds notification on payment • Recovery of funds process • Relevant User Agreement section related to her case On 11/**/2014, Venmo received a chargeback notification from [redacted]’s financial institution, [redacted], advising that [redacted] was disputing the recovery charges in question. As Venmo did not release the funds in question to exit the system, these held funds were used to cover the dispute initiated by [redacted]. Based on the details provided in this response, Venmo does not believe that in incorrectly attempted to recover funds from payments initiated by [redacted] and apologizes for any confusion regarding the recovery process. Regards, Venmo Compliance [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:Venmo is still claiming $900 inappropriately. As per their recent correspondence, they acknowledge that they paid a payment on my behalf of $900 on October [redacted] to my landlord which my bank declined due to insufficient funds because they were withdrawing from a growth account and not a checking account. I am not sure what the error was in how Venmo was accessing my growth account versus checking, but regardless, they successfully retrieved $900 from my PNC bank on October [redacted], 2014 which both Venmo and my bank have verified as per their recent correspondence. On October [redacted], (see attached emails) I reached out to Venmo since my account was locked, and at that time their agent, [redacted], stated my account was locked because of insufficient funds and Venmo making a payment on my behalf. When I explained that the payment was in fact made on October *, 2014, she asked me for my bank statement for the period of October [redacted] to verify this still alleging that there were insufficient funds. I provided her a copy of the statement after verifying with my bank and after several back and forth emails, On October **, she now alleged that I sent my landlord 2 payments from October [redacted] totaling $1800 and that the October * payment from my bank only covered one of the payments. I told her I would discuss with my landlord and we would either reimburse Venmo back if what she claims is true or I would deal with it with him independently. Venmo had my [redacted] on file and without discussing with me after our last correspondence, went ahead and charged an unauthorized payment of $900. I spoke to my landlord who looked over his bank statement and only received $900 from Venmo period, not the $1800 that they are claiming. My landlord is willing to provide his bank statements to prove this as I am. I sent a $900 payment which was cleared from my bank on October [redacted], and my landlord only received 1 payment of $900 from Venmo on my behalf. This extra $900 that they fraudulently changed to my [redacted] is false. I would like Venmo to prove that they sent my landlord $1800 because he only received $900, and neither I or my landlord will be held liable for this extra $900 that he did in fact never receive, nor did I authorize. I am incredibly disappointed that I have reached out to Venmo since October [redacted] via emails since they did not have a telephone number I could call and that this matter is still not resolved over 1 month later. I am willing to provide any documentation as is my landlord to settle this matter. Firstly, I would like Venmo to prove that they sent my landlord the $1800 since this seems to be the issue they are claiming.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

After reading Venmo's long winded response, they still failed to provide me proof that [redacted] received $1800. The screen shots provided do not prove [redacted] had 1800 deposited into his bank account as Venmo suggested. It appears the 900 dollars was funded by Venmo on Oct * and I covered the payment on October [redacted] for which Venmo has kept. Therefore, they did not require the additional 900 from my [redacted] and neither me or [redacted] owe anything to Venmo. Please confirm. I don't appreciate Venmo sending elaborate reponses without ever addressing my questions directly.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted]Venmo LLC (“Venmo”) is in receipt of [redacted] (“[redacted]”) second rebuttal received via the Revdex.com dated 12/**/2014 regarding her complaint regarding her issues with her recent rental payments to her landlord that were a result of her having insufficient funds in her account to process the payment. Please find our response to her concerns below.Upon review of the Revdex.com complaint rebuttal letter received for [redacted], her compliant requests proof that her landlord was sent a total of $1800. Again, Venmo records show that this was provided to [redacted] on 10/**/2014, indicating a screenshot showing two (2) payments each for the amount of $900 on dates 10/*/2014 and 10/*/2014 payable to [redacted]’s Venmo account balance.Again based on the details provided in this response, Venmo does not believe that it incorrectly attempted to recover funds from payments initiated by [redacted] and recommends that [redacted] maintain a sufficient balance in her accounts to cover any payments initiated using the Venmo service. Regards,Venmo Compliance [redacted]

Review: I cant log in to my account at all I dont have any of the phone numbers that are linked to them and all you will do is the code or nothing but always the same reply I would appreciate a phone call at 5pm tomorrow evening and discuss this like normal ways if I dont hear from u or this is atrleast resolved I will suew you guys and im not kidding your holding my money from me and u cant because of a phone number I will sew get your stuff together please and help me out thank u so muchDesired Settlement: let me in my account with having to use the phone number and let me access my banks to add my new one so I can get my money thank u very much

Business

Response:

[redacted]

[redacted] RE: Revdex.com Complaint #[redacted] I am writing on behalf of PayPal, Inc. in response to your complaint regarding PayPal’s Venmo product. You state that you are unable to log in to your account or access the funds in your balance. You are requesting access to your account. Response On March *, 2016, you created a Venmo account (“Account”), at which time you agreed to the Venmo user agreement (“User Agreement”). On March *, 2016, you added your Washington Federal Savings account to your Account to use as a funding source for future purchases and withdrawals. On March *, 2016, you added your Credit One Bank account to use as a funding source for future purchases and withdrawals. On March *, 2016, you received $1,572.00 in payments from your sender (“Sender”). On March *, 2016, you received another payment in the amount of $300.00 from your Sender. On March *, 2016, you initiated a withdrawal of $1,872.00 to your Credit One Bank account. In order to prevent fraud and help ensure the safety of the Venmo system, Venmo utilizes automated tools to scan transactions for potential fraudulent or high risk activity. On March *, 2016, after reviewing your account activity, we disabled your Account and notified you of this via email on that same date. Before taking this action, we carefully considered a number of factors that, when viewed together, indicated that you, Account and your Venmo activity were high risk. These risk factors included: You created your Venmo Account; added your Bank Account and received $1,872.00 in payments; all within a 48 hour period. In our experience, this type of explosive activity with no prior history is a strong indicator of potential fraud and risk for payment reversals.You created your Venmo Account and attempted to add a bank account that was already added to other Venmo accounts.You previously created and/or controlled other Venmo accounts Based on our review, we determined that you had engaged in one or more restricted activities pursuant to section D.12 of the User Agreement, including sending or receiving what we reasonably believe to be potentially fraudulent funds; using the service in a manner that may result in reversals; and controlling an Account associated to other accounts that have engaged in restricted activities. For these reasons, your Account was permanently disabled on March *, 2016 and $1,572.00 in funds were reversed back to the user that sent these funds. In order to update the phone number on the Account or provide the MFA code to you, we need to verify your identity so that we are not giving access to someone other than the Account holder. On March **, 2016, Venmo support reached out to you in regard to verifying your identity. As of the date of this response, we have not received a response from you. Explanation of Closure Venmo’s actions in this matter were taken in good faith and within the terms set forth in the User Agreement as a reasonable measure to maintain the security of the Venmo system and verify your identity. As your balance funds are available for you to withdrawal, we consider this matter resolved. We offer our sincerest apologies for any difficulties you may have encountered while using our Venmo service. Please feel free to contact PayPal’s Executive Escalations Office at [redacted], should you have any questions or concerns, or if I can be of further assistance to you. Very sincerely yours, Kellie L[redacted] Executive Escalations Tell us why here...

Review: On Friday, 12/**/15, I transferred $1,508.58 from the Venmo app via my iPhone to my checking account. ON 12/**/15 at 1:11pm central time, I received an email from Venmo stating I transferred money to my bank, and the expected arrival date to my checking account was Monday, 12/**/15. The email also included a link to check the status of the transfer, but when I click on the link, I get a response that says "You haven't been signed in from this device before. To confirm your identity, we'll send a code via text message to your phone number." When I click the "Remember" button, I get an "invalid parameter" message. Therefore, I cannot check the status of the transfer. (Please note this is the device I used to set-up my Venmo account and to make the bank transfer.)

On 12[redacted]/15, I received an email that my account had been frozen and additioanl security information was needed, but there were no instructions on how to send Venmo the requested information, so I replied to the email requesting instructions. At 9:53am, I contacted Venmo via their chat line, and I was told my case requires attention from another team and I should hear from them within 48 hours.

By Wed, 12/**/15, I had not heard from Venmo and the funds still had not been deposited into my checking account, so I called my bank. The representative said she needed the 15 digit tracer number before she could assist me. This time, I emailed [redacted] and I contacted them through their chat line. I told them my bank needed the 15 digit tracer number. They emailed me and said I would hear something within 12 hours. Then on 12/**/15, at 1:51 pm, I received the following reply through their chat line: "Our Verifications Team has detected some unusual activity on your account. An email was sent to the email address associated with your Venmo from [redacted]. Please respond to that email with the information requested as an attachment to your response. If you have any questions/concerns regarding your account or the information that is being requested please respond to that email. Unfortunately, the Support Team does not have any additional information and we are unable to assist you via chat or [redacted]. Thank you for understanding. -- Carl"

The email address in my profile is correct. However, as of 4:43pm, on 12/**/15, I have not received an email from [redacted].

I am now without any additional options. Venmo will not respond to me. There is not a phone number I can call for assistance. $1,508.58 is a lot of money. Although there is a note on their Bank Transfers FAQs that says they will assist us with tracking down missing deposits, they are not adequately assisting me.Desired Settlement: I would like Venmo to work with my bank to locate the $,1,508.58. If that is not possible, I would like Venmo to reimburse me the $1,508.58.

Business

Response:

[redacted]

[redacted] Venmo, LLC (“Venmo”) is in receipt [redacted]) complaint received via the Revdex.com dated December **, 2015 regarding Venmo. Please find our response to her concerns below as well as background on Venmo. Venmo is a domestic person-to-person payments service that allows individual Venmo users to send or request payment from each other using our mobile application or through our website. Payments may be funded with a credit or debit card, a bank account or a Venmo balance. Venmo prefunds payments using its own funds in order to make funds available to Venmo recipients faster than otherwise would be possible. However, in the event that funds are not received by Venmo from the payee’s financial institution (for example, due to a chargeback or insufficient fund return), Venmo will not allow the recipient to receive the payment (since the payment failed). A review of [redacted]complaint confirms that she had successfully received transferred the $1,508.58 payment in question to her designated back account, after providing the necessary information requested by the Venmo Risk team. As such, Venmo is happy to confirm that this complaint successfully resolved. Regards, Venmo Compliance Compliance[redacted]

Review: Venmo froze my account with a positive balance without notifying me.

I have $10 stuck on my Venmo balance that I cannot withdraw.

They don't reply to my several emails and messages through their app.Desired Settlement: I want my money held ($10) in my frozen Venmo account back.

Business

Response:

[redacted]

[redacted]Venmo LLC (“Venmo”) is in

receipt of [redacted] (“[redacted]”) complaint received via the Revdex.com dated

11/**/2015 regarding his complaint regarding his issues with the Billing or Collection Issues. Please find our response to his concerns

below as well as background on Venmo. Venmo is a domestic

person-to-person payments service that allows individual Venmo users to send or

request payment from each other using mobile or website applications. Payments

may be funded with a credit or debit card, a bank account or a Venmo balance. Venmo makes funds available instantly to Venmo recipients. These actions are only processed by Venmo, based on

the initial request made by a Venmo user and if funds are available from the

funding method in question for that Venmo account. Venmo prefunds payments

initiated, however in the event that the funds are not received from the payees

designated financial institution, Venmo will reverse the payment from the

recipient to prevent a loss to Venmo. As the complaint states, [redacted] claims his Venmo account is frozen and has a remaining

balance of $10 that he cannot access. A review of [redacted]’s complaint shows that several Venmo accounts were created by

[redacted], which is in

violation of the Venmo User Agreement. Furthermore, a Venmo account created on

9/*/2015 tied to [redacted] supports that the account is indebted $2,932.00 for two payments

initiated by [redacted] on 9/**/2015. Venmo records show that Venmo

prefunded the payment initiated by [redacted], however Venmo subsequently received notification

from the payee's bank that this payment was failed due the closure of the bank account provided by [redacted] as the

funding instrument. Venmo has attempted

unsuccessful recovery efforts to address this $2,932.00 loss in funds on

9/**/2015. On 10/**/2015, [redacted] created the account referenced within this

complaint. A review of this account, resulted in Venmo identifying that [redacted]o’s creation of multiple accounts on

Venmo and appeared to do so to avoid making payment on the $2,932.00 in losses incurred on the original

account referenced. Due to this, Venmo chose

place restrictions Venmo accounts are currently restricted due to this loss for

$2,932.00.Venmo

maintains that it is not liable for [redacted]’s violation

of the Venmo Terms of Service, which did result in the loss referenced to Venmo.

Based on this, Venmo will not be honoring [redacted]’s to

remove the restrictions on his Venmo account until the recovery efforts on the

loss incurred to Venmo is successful. Regards,Venmo

Compliance [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have no knowledge about this other account and I have never been notified of any debt owed to Venmo that never replied to my messages. The $10 are legitimate and should be returned.I have no idea about this $2,904 and cannot find that in my records. Maybe they are confusing me with another customer.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My wife and I submitted payment to a friend in the amount of $100. It turns out that Venmo submitted two charges to our bank checking account of $100, totaling $200. The transactions occurred approximately 20 minutes apart, and have the same transaction number. It is obviously a duplicate transaction. When we realized the error, we immediately tried to contact customer support. The only way to reach "customer support" is via email, and wait for a response, no phone number or any other means to communicate. A customer service representative finally sent an email saying the error was on the bank's end. After spending a great deal of time on the phone with our bank, it turns out that there is no possible way to duplicate a charge on the bank's end and that Venmo had to request the money out of our account in order for our account to be debited. After sending another email to the customer service contact named "[redacted]" requesting a reimbursement for the fraudulent charge, we have received no response. Our case number with Venmo is #[redacted]. It is appalling to think that this is possible and there are no better ways to contact anyone at the company to discuss an error of such magnitude. This charge is fraudulent and is akin to stealing.Desired Settlement: We need Venmo to immediately reimburse us for the $100 fraudulently taken from our account.

Business

Response:

[redacted]

Venmo LLC (“Venmo”) is in receipt of [redacted]’s ([redacted]) complaint received via the Revdex.com dated 08/**/2014 regarding the complaint issues for his wife’s account. Please find our response to the concerns below.

As Venmo records show that [redacted] is not the registered Venmo accountholder of the account referenced, and for security reasons, we have attempted to reach out to the accountholder in question to follow-up on the issue.

Venmo looks forward to helping the accountholder in reaching a resolution.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

While I am not the Venmo account holder for this specific transaction, I am the [redacted] of the bank account attached to the Venmo account. The Venmo account is held by my wife, and we are both [redacted]s of the bank account. Therefore, I have EVERY right to issue complaints that effect my bank account. In this particular issue, we both (my wife and I) wrote emails to "customer service." The customer service is only reachable via email, and there is no way to know what kind of effort is being put into the issue. We received one reply stating that it was not Venmo's fault, and after discussing thoroughly with the bank, have found that the problem was in fact Venmo's problem. After many other attempts to contact "customer service," we received a reply stating that we should dispute the charge with our bank. I had already done that obviously since it was an unsolicited charge against my account by Venmo. My complaint about poor customer service and the ability for Venmo to double charge your account remains. For anyone reading this, be careful, and watch your account carefully. If you notice a problem, you will be met with extremely frustrating "customer service" that will deny any wrong-doing. This also brings up the question, Where did the money go? it was taken out of my bank account by Venmo and "vanished." If the party we were submitting payment to did not receive the extra money, and it is missing from my account, then the only place it could have gone is to Venmo.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

Venmo LLC (“Venmo”) is in receipt of [redacted]’s ([redacted]) rebuttal response dated 9/**/2014 in response the complaint issues for his wife’s account. Please find our response to the concerns below.

As Venmo records show that [redacted] is not the registered Venmo accountholder of the account referenced, and for privacy and security reasons, we have again attempted to reach out to the Venmo accountholder in question to follow-up on the issue. Venmo had made a previous attempt to reach the Venmo accountholder in question on 9/**/2014, however the contact information provided was not longer valid at the time.

Venmo looks forward to helping the Venmo accountholder in reaching a resolution.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: This is my second time having a problem with services rendered as well as customer service with Venmo Inc.

When I first downloaded the app, advertised as a free way to send / receive money between friends, I used it for a few months without issue. Sometime in August of 2015, my first Venmo account was frozen due to "suspicious" activity, while I had only been using Venmo for the normal things. (paying / receiving money from good friends for hotels, outings, nights on the town, ect.)

Venmo notified me of the account freeze, however never clarified why my account was frozen or things I could do in the future to mitigate the chance of it happening again. Due to the fact that Venmo has NO phone number and only communicates by email and a chat (which they never answer) it was very hard to get the issue resolved and they xxx amount of money in transit for some time. This same issue was happening which many people I knew who also were using the app within the guidelines.

This recent incident and the one I am formally complaining about happened on Jan [redacted], 2016.

My good friend wanted to pay me back for the hotel room and money spent while out on new years and over the holiday break. Due to the distance between us he asked if I could use Venmo. I downloaded the App which I had not used since the previous incident, and added a new bank account.

My friend transferred me an amount of money which didn't violate ANY of the transfer/operating limits that Venmo states on their FAQ, and furthermore was far below these limits.

When I cashed out my Venmo account to my Bank account (Jan [redacted] 2016) I received a confirmation number and an email saying my payment was successfully transferred.

Later that day I received an email saying my account was frozen and again, received no helpful or additional information.

I emailed Venmo Support as the initial email instructed, and received a response saying that my issue needed to be looked into further. Being very frustrated I did some initial research in Venmos User Agreement to make sure we did not violate anything. After finding myself confident in my position I emailed Venmo Support again, asking them to please release my money into my account, and asking for further clarification as to why they were holding my money.

On Jan [redacted] 2016, I received an email from Venmo informing me that

A) They were unable to process my payment, and that I should contact my friend, even though I had received a confirmation email meaning that the payment had been taken out of his account (mind he has not received any money refunded into his account)

B) that my activity had violated their user agreement, with no further specific information on to how I had violated the user agreement, and that my account had been permanently deactivated, and the furthermore they would not respond to any additional inquiries regarding the matter.

I do not see how a company which promotes free friend to friend money sending can freeze my account, hold my money causing stress and problems for myself and my friend, and then provide NO information saying why my account was frozen, where the money was, or any helpful information or possible outcome of the situation.

It is if they have just taken the money and offered no explanation.Desired Settlement: I would like Venmo Inc to issue a full refund to either myself or the sender for the money send on Jan [redacted] 2016,

further more, I would like a full explanation in detail outlining how we violated the user agreement, and under what terms they have the right to hold this money without explicit explanation.

Business

Response:

[redacted]

* RE: Revdex.com Complaint #[redacted] Venmo, LLC (“Venmo”) is in receipt of [redacted] ([redacted]) complaint received via the Revdex.com regarding Venmo. You claim that you received a payment via Venmo on January **, 2016 and attempted to withdraw the funds to your bank account. However, these funds have not been released to you. Response On January **, 2016, you created a Venmo account (“Account”), at which time you agreed to the Venmo user agreement (“User Agreement”). On that same day, you added your [redacted] bank account (“Bank Account”) to your Venmo Account to be used for payments and withdrawals. On January **, 2016 you received a $750.00 payment from your sender (“Sender”). On that same day you initiated a withdrawal of these funds to your Bank Account. In order to prevent fraud and help ensure the safety of the Venmo system, Venmo utilizes automated tools to scan transactions for potential fraudulent or high risk activity. The January **, 2016 payment from Sender and your subsequent attempted withdrawal of this payment to your Bank Account was identified by these tools as potentially high risk. The withdrawal was placed on hold. We carefully considered a number of factors that, when viewed together, indicated that your Account, this withdrawal and the original payment from Sender to your Account were high risk. These risk factors included: You created your Venmo Account; added your Bank Account; received the $750.00 payment; and attempted to withdraw it to your Bank Account, all within a 48 hour period. In our experience, this type of explosive activity with no prior history is a strong indicator of potential fraud and risk for payment reversals.Your payment partner is associated with suspicious activity and is linked by the same IP to multiple other accounts created in your name. Your previous Venmo Account received funds from multiple high risk payment partners and incurred multiple disputed payments/chargebacks that resulted in losses to Venmo Based on our review, we determined that you had engaged in one or more restricted activities pursuant to Section D.12 of the User Agreement, including sending or receiving what we reasonably believe to be potentially fraudulent funds; using the service in a manner that may result in reversals; and controlling an Account associated to another account that has engaged in restricted activities. On January **, 2016, we cancelled the withdrawal to your Bank Account and placed a hold on the $750.00 as permitted under Section D.15(b) of the User Agreement. As such, Venmo will not provide [redacted] with the $750.00 as we have reason to believe they were fraudulently gained based on the activity identified in his Accounts. Explanation of Closure Venmo’s actions in this matter were taken in good faith and within the terms set forth in the User Agreement as a reasonable measure to maintain the security of the Venmo system. Based on the information detailed, we believe we had a reasonable basis for denying the withdrawal and placing the funds on hold, given a comprehensive review of the accounts maintained by [redacted]. Regards, Venmo Compliance [redacted]

Review: On July **, 2015 I checked my bank account to find that I had an overdrawn account of -$2,666.49 because there had been two unauthorized charges of $1,298 and $1,669 charged to my bank account from venmo. When I tried to log into my venmo account to see where these charges had come from, I was rejected login because my password had been changed. I was never notified by email or text alerts that my password had been changed. After resetting my venmo password through my email, I logged in to find those two charges, totaling $2,967 on my venmo account, being paid to a "Jerrell C[redacted]," whom I don't even know. I immediately emailed [redacted] (their support email because they don't even have support hotline) and notified them of my situation. Since then, I've sent 4 or 5 more emails to them begging for their help but they have yet to respond to me. It is now July [redacted], and 8 days later I am still unable to access my bank account until Venmo helps me with this problem and clears these fraudulent charges.Desired Settlement: First of all, I want someone to finally answer me and contact me so that this can all be resolved. It has been a huge inconvenience in my life and I want this resolved ASAP. I want the fraudulent charges of $2,967 to be credited back to me and for Venmo to assure that this does not happen to anyone else.

Business

Response:

Thanks so much for escalating this to me. I have attempted to reach out to [redacted], however his mailbox is full. It appears as if there are no records of any incoming email inquiries from the referenced email nor the email on his Venmo account. I will certainly have our Risk group reach out to him directly regarding his Venmo account, however he can contact me in the event that he has any questions. Thanks again for bringing this to my attention. Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Once Leanna emailed me, I called her and she told me that I would be contacted by the venmo risk group but I have yet to hear from them. I have called and emailed her and she will not respond to me so I am wishing that someone escalate this situation to someone else in the business in order for my fraudulent charges to be refunded. It is going on 3 weeks since the charges were made and no one seems to have any sense of urgency to help me. I am a college student who desperately needs to be able to access my bank account in order to pay tuition, rent, etc. so I'm asking that someone help me as soon as possible please.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted] VenmoLLC (“Venmo”) is in receipt of [redacted] (“[redacted]”) rebuttal complaintreceived via the Revdex.com dated 7/**/2015 regarding his complaintsregarding her issues with Service Issues. Please find our response to their concerns below as well as backgroundon Venmo. Venmo is a domesticperson-to-person payments service that allows individual Venmo users to send orrequest payment from each other using mobile or website applications. Paymentsmay be funded with a credit or debit card, a bank account or a Venmo balance. Venmo makes funds available instantly to Venmo recipients. These actions are only processed by Venmo, based onthe initial request made by a Venmo user and if funds are available from thefunding method in question for that Venmo account. Venmo prefunds paymentsinitiated, however in the event that the funds are not received from the payeesdesignated financial institution, Venmo will reverse the payment from therecipient to prevent a loss to Venmo. Areview of the complaint confirms that [redacted] had identified potential unauthorizedactivity on his Venmo account. Venmo placed necessary restrictions on his Venmoaccount and had reached out to [redacted] on 8/*/2015 to his email addresstied to his Venmo account for more information. Records show that no responsehas been received from [redacted] regarding the matter. Venmo looks forwardto hearing from [redacted] and resolving his Venmo account issues soon. Regards,VenmoCompliance [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On February [redacted] 2016 I send $2,500 through Venmo from my bank account to my wife Lidiya Dimitrova.

Than I changed my mind about transaction and ask my wife to send money back to me through Venmo from her bank account what shee did on February [redacted] 2016.

Venmo took money from each of our accounts $2,500 each. But never transferred money back to banks.

So we are now out of $5,000. And they promissed to do so on February [redacted] 2016

Venmo froze both of our Venmo accounts, they notified that that transactions rose some flags and asked both of us to email bank statements and driver lisences copies. We did it.

On my following requests they reply that they will investigate.Desired Settlement: We want our money back.

Business

Response:

[redacted]

[redacted] RE: Revdex.com Complaint #[redacted] I am writing on behalf of [redacted], Inc. in response to your complaint regarding [redacted]’s Venmo product. Your complaint states that you sent a payment via Venmo in the amount of $2,500.00 and then received a payment in the amount of $2,500.00. You claim that these funds have not been released to you. Description of Relief At the outset, it is important to note that on February **, 2016, we issued the withdrawal to your bank account in the amount of $2,500.00. Response On August **, 2014, you created a Venmo account (“Account”), at which time you agreed to the Venmo user agreement (“User Agreement”). On September *, 2014, you added your Chase bank account (“Bank Account”) to your Venmo Account to be used for payments and withdrawals. On February **, 2016 you sent a $2,500.00 payment to your recipient (“Recipient”). On the same day, you received a payment in the amount of $2,500.00 from the Recipient. You then initiated a withdrawal of $2,500.00 to your Bank Account. Because your Venmo Account was sending and receiving high dollar payments, on February **, 2016, so that we could verify your identity, we “froze” your Account which prevented you from sending, receiving or cashing out funds. Please note that the User Agreement at Section D.15 (b) permits Venmo to take this action. On this same day, we placed a hold on your withdrawal of $2,500.00 to your Bank Account. We sent you notice on that same date that your Account was “frozen” and asked you to provide us a government issued ID, a statement from the bank you have on your account and a copy of the debit and credit cards added to your Venmo Account. On February **, 2016, you provided the requested information allowing us to verify your identity. On February **, 2016, we lifted the restriction on your Venmo Account. On February **, 2016, the withdrawal of $2,500.00 was issued to your Bank Account. Explanation of Closure Venmo acted in good faith and within the terms of our User Agreement in placing a restriction on your Account so that we could verify your identity. We reviewed the information you provided, lifted your Account suspension, and issued the withdrawal to your Bank Account which means Venmo considers this matter resolved. We offer our sincerest apologies for any difficulties you may have encountered while using our services. Please feel free to contact [redacted]’s Executive Escalations Office at [redacted], should you have any questions or concerns, or if I can be of further assistance to you. Very sincerely yours, Kellie L[redacted] Executive Escalations [redacted]

Review: I am writing this message as a complaint against Venmo LLC for failing to provide transaction history, and statement balance. As of August **, 2015, the option to review transactions has been removed. I only see an account balance, and have no way to verify or track where the balance came from.

Per Venmo user agreement: C1d: Transaction History

"[redacted]."

By removing the transaction history from the online account, Venmo is violating my right to review periodic statements.Desired Settlement: I am requesting statement of all transactions for months of June, July, and August 2015. The details for transactions must include the transaction date and time, originator, originating bank/institution, and the amount. The details for withdrawal must include my Venmo account number/identifier, destination bank account, my name, and date and time of transaction.

Business

Response:

[redacted]

[redacted] VenmoLLC (“Venmo”) is in receipt of [redacted]He (“[redacted]”) rebuttal complaint received via the BetterBusiness Bureau dated 8/**/2015 regarding her complaints regarding her issueswith Service Issues. Please find ourresponse to their concerns below as well as background on Venmo. Venmo is a domesticperson-to-person payments service that allows individual Venmo users to send orrequest payment from each other using mobile or website applications. Paymentsmay be funded with a credit or debit card, a bank account or a Venmo balance. Venmo makes funds available instantly to Venmo recipients. These actions are only processed by Venmo, based onthe initial request made by a Venmo user and if funds are available from thefunding method in question for that Venmo account. Venmo prefunds paymentsinitiated, however in the event that the funds are not received from the payeesdesignated financial institution, Venmo will reverse the payment from therecipient to prevent a loss to Venmo. [redacted]’s complaint statesthat the Venmo functionality for a transaction history report to be generatedis no longer available. Upon review of [redacted]’s complaint, Venmo determinedthat this functionality to pull transaction reports is still working. On8/**/2015, Venmo emailed [redacted] to provide him the link to use to pull hisVenmo account transactions. Records also show that this report can be accessedby going to Settings > Banks& Cards > Transaction History withinone’s Venmo account. Venmo also provided this information in a response to a **

[redacted] complaint filed by [redacted] on the same issue. Based on this information,Venmo feels that this complaint has been successfully resolved. Regards,VenmoCompliance [redacted]