Venmo Inc.

Review: On Wednesday, August [redacted] I put some tickets up for sale which I found out I couldn't attend. Someone wanted them and wanted to use this site Venmo. After researching it a little and seeing it was a partner with [redacted] I decided to use it. The guy that bought the tickets from me paid me the money and it was put in my Venmo account. Once I saw the money in my account I transferred the tickets to him through my ticketmaster account. That day I tried to deposit the money into my bank account. The next day I looked at my Venmo account and it said it was frozen and my account says 0 even though it says that a deposit by this guy was successful. I contacted Venmo through email because that is the only way. It said they would be in contact within 48 hours. It took one week. They said because the transactor, the guy that paid me the money didn't turn in the proper paper work the transaction was cancelled and the money is sent back to the guy that bought the tickets. So he got his money back and went to the concert for free. Venmo of course says I should contact the guy, but of course now that he has his money and got to go to the concert for free he is not contacting me back. I would have just given the tickets to some friends if I knew this was the case. I have emailed several times to try and unfreeze my account and never received any emails back. If the guy that gave me the money had red flags or something missing I don't understand why Venmo did not freeze his account before this transaction. I don't know why I am punished and out of a lot of money because of his mistakes. The money was in my account. I would imagine that they will say this was a business activity. I was only selling these tickets because I could not go. I see on the website all the transactions going through that would be in this category.Desired Settlement: I would like to be able to withdrawl the money that was in my account. The guy that gave me the money should not be able to get a refund and get what he bought.

Business

Response:

[redacted]

Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received viathe Revdex.com dated 8/**/2014 regarding his complaint regarding hisissues with the Billing or Collection Issues. Please find our response to theirconcerns 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 original complaintconfirms, [redacted]attempted to use the Venmo for the purpose of selling goods to what appears tobe an unknown third party to [redacted].Venmo’s User Agreement prohibits this type of activity related to the sale ofgoods or merchandise. On 8/*/2015, [redacted] received several paymentattempts with one successful $900 payment received that raised multiple securityflags. The cash out payment initiated by[redacted] was placed on hold until the matter could be investigated. Acomprehensive review was conducted and Venmo reversed the original fundinginstrument of [redacted]’s partner to prevent a loss to Venmo. At a later date, Venmo receivednotification from his payment sender’s respective bank that other paymentsinitiated by his payment partner were later disputed and did result in lossesincurred to Venmo. Based on these details, Venmo is unable tocomply with [redacted]’s request to complete his cash out request due to [redacted]’s participation in theviolation of the Venmo Term’s of Service. Furthermore, Venmo considers thisissue resolved. Regards,VenmoCompliance [redacted]

Review: I signed up for the Venmo service to facilitate getting my money from someone who is in another state. I accepted the money via Venmo in good faith. I verified my bank information and received a positive response from Venmo. After 5 days the money didn't show up in my account. After 7 days the Venmo site stated that the money was returned to my account, but the balance didn't reflect that. I have used their support system to try to resolve the problem. The auto response states that someone will contact me withing 48 hours. I have never received any response.

I decided to try to charge an amount and received the response that my account was frozen. Nowhere on the user page did I see that my account was frozen. I have never received any calls or emails to my inquires as to the reason for the freeze, nor where the funds are. I have tried to cooperate will everyone in good faith, but I am extremely frustrated. Venmo has not returned my phone call, I found the number on the Revdex.com website, nor have they ever emailed me back. I am currently out $3950.00.Desired Settlement: I would like to receive the money that is mine and then have my information removed from the Venmo system. I am sorry I ever agreed to use their service.

Business

Response:

VenmoLLC[redacted] May **, 2015 Revdex.com Complaint ResponseRe: [redacted]Case ID: [redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received via the Revdex.comdated 5/**/2015 regarding his complaint of Service Issues and non-response fromVenmo. Please find our response to [redacted] 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] attemptedto cash out his balance from payments he received on 4/**/2015. Venmo had prefundedthese received payments, however security flags were raised and the cash outpayment was placed on hold until the matter could be investigated. On 5/*/2015,Venmo received notification from both of his payment senders’ respective banksthat the payments failed due to a stop payment being placed from his paymentpartner. Since Venmo had initially prefunded the payment, Venmo held the cashout of the balance on [redacted]’s account to prevent a loss to Venmo. Venmo Compliance team has communicated thecurrent status of his payments and Venmo account with [redacted] on 5/**/2015.Venmo is unable to comply with [redacted] request to complete his cash outrequest and Venmo did not receive any funds to complete the transaction as thepayment sender he transacted with stopped the payment. Furthermore, Venmo alsoregrets that it can no longer offer its services to [redacted] and considersthis issue resolved. Regards,VenmoCompliance [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:

No where on the web page did Venmo indicate what was happening, nor did they communicate the issue to me. [redacted]

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:

Venmo waited over two weeks to respond to my urgent inquiry for help. The only reason that they did respond was because the Revdex.com stepped in to assist me. Their automatic response states that they usually will respond within 48 hours. My wife, who doesn't have an account was able to get a response to her inquiry within hours, but I who had a problem with a person who cheated me was not able to take corrective action in a timely manner because of the fact that Venmo ignored me for over two weeks. The response that they did send was borderline useless.Since Venmo refuses to help correct the financial issue I still want them to send me, and the Revdex.com, a letter guaranteeing me that my financial information has been removed from their flawed system. I do not want anyone connected with Venmo in any way, shape, or form to steal anything else from me.I had previously stated that I wanted my money and my financial information removed from their system. Until this is done I will continue to keep this as an unresolved issue.I appreciate all of the assistance of the the Revdex.com and will recommend to anyone to their services.

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

Sincerely,

Business

Response:

VenmoLLC[redacted] June *, 2015 Revdex.comComplaint Rebuttal ResponseRe: [redacted]Case ID: [redacted] Venmo LLC (“Venmo”) is in receipt of [redacted] (“[redacted]”) complaint rebuttal received via the Revdex.com dated 6/*/2015regarding his complaint of Service Issues and non-response from Venmo. Pleasefind our response to [redacted] concerns below. Thecomplaint rebuttal requests for his financial information and funds to be removedfrom the Venmo system. Venmo isunable to comply with [redacted] request to complete his request for his fundsto be moved as Venmo did not receive any funds to complete the transaction asthe payment sender he transacted with stopped the payment. Furthermore,Venmo also retains information from closed accounts to comply with federal lawas a licensed Money Transmitter, as well as to prevent fraud, collect any feesowed, resolve disputes, troubleshoot problems, assist with any investigations,enforce a site’s terms and conditions, comply with legal requirements and takeother actions otherwise permitted by applicable laws. Once a Venmo account iscanceled/closed Venmo will remove or render anonymous your information as soonas reasonably possible based upon account activity and in accordance withapplicable law. This actionis taken, balancing user privacy with the regulatory and legitimate interestsof Venmo as they relate to the retention of user records. This is what compelsus not to action requests to delete customer information. Venmo again regrets that it can no longeroffer its services to [redacted] and still considers this issue resolved. Regards,VenmoCompliance [redacted]

Review: Dear Venmo LLC

Hey

this is [redacted] first Argument I wanted To point out In my Complaint To the Department of

Business Oversight I said I quote "

Complaint Detail:

On Dec ** 2014 there were several payments I had done threw Venmo LLC it was one for $349.00

another for $300,then $50.00,$50.00 $250.00,$250.00, more for $400.00 $400.00, $400.00, $400.00,

$400.00 and then on Dec.**,2014 someone made me a payment for $1500.00 they never deposit that

either on my account and I had their emails where the payments went threw also have confirmation

from my bank they took them out" now that if you guys use a catculater adding all of Those it Would

Come out of a total of $4,749.00 that's including the $1,500.00 with that payment Second argument I

would like to bring to your guys attention Now I Was never contacted By Venmo on 1/**/2015 that

cashout had been discontinue now if "Venmo" would had deposited my cashout of $1500.00 those 5

payments of $400.00 each would had been paid correct "Venmo" Even emai me on 1/*/2015 and on

that email it says the Following "Hi [redacted]

Your Venmo balance was charged to complete the following payment because the bank transfer from [redacted] account ending in [redacted] failed.

$400.00 to [redacted] on Dec **

this is the last one

Reason from your baiik: "Insufficient funds in account."

Don't worry, [redacted] has the funds.

If you have any questions, reply to this email.

Thanks,

Team Venmo

5

times "Venmo" Send me those email Im providing all evidence To "venmo" with this Letter

My third and final argument is said that "venom" owed me$15,000.00 for the following reason

"RIGHT TO REFUND

You, the customer, are entitled to a refund of the money to be transmitted as the result o\

this agreement if Venmo, LLC does not forward the money received from you 10

days of the date of its receipt, or does not give instructions committing an equwatentDear Venmo LLC

Hey

this is [redacted] first Argument I wanted To point out In my Complaint To the Department of

Business Oversight I said I quote "

Complaint Detail:

On Dec ** 2014 there were several payments I had done threw Venmo LLC it was one for $349.00

another for $300,then $50.00,$50.00 $250.00,$250.00, more for $400.00 $400.00, $400.00, $400.00,

$400.00 and then on Dec.**,2014 someone made me a payment for $1500.00 they never deposit that

either on my account and I had their emails where the payments went threw also have confirmation

from my bank they took them out" now that if you guys use a catculater adding all of Those it Would

Come out of a total of $4,749.00 that's including the $1,500.00 with that payment Second argument I

would like to bring to your guys attention Now I Was never contacted By Venmo on 1/**/2015 that

cashout had been discontinue now if "Venmo" would had deposited my cashout of $1500.00 those 5

payments of $400.00 each would had been paid correct "Venmo" Even emai me on 1/*/2015 and on

that email it says the Following "Hi [redacted]

Your Venmo balance was charged to complete the following payment because the bank transfer from [redacted] account ending in [redacted] failed.

$400.00 to [redacted] on Dec **

this is the last one

Reason from your baiik: "Insufficient funds in account."

Don't worry, [redacted] has the funds.

If you have any questions, reply to this email.

Thanks,

Team Venmo

5

times "Venmo" Send me those email Im providing all evidence To "venmo" with this Letter

My third and final argument is said that "venom" owed me$15,000.00 for the following reason

"RIGHT TO REFUND

You, the customer, are entitled to a refund of the money to be transmitted as the result o\

this agreement if Venmo, LLC does not forward the money received from you 10

days of the date of its receipt, or does not give instructions committing an Dear Venmo LLC

Hey

this is [redacted] first Argument I wanted To point out In my Complaint To the Department of

Business Oversight I said I quote "

Complaint Detail:

On Dec ** 2014 there were several payments I had done threw Venmo LLC it was one for $349.00

another for $300,then $50.00,$50.00 $250.00,$250.00, more for $400.00 $400.00, $400.00, $400.00,

$400.00 and then on Dec.**,2014 someone made me a payment for $1500.00 they never deposit that

either on my account and I had their emails where the payments went threw also have confirmation

from my bank they took them out" now that if you guys use a catculater adding all of Those it Would

Come out of a total of $4,749.00 that's including the $1,500.00 with that payment Second argument I

would like to bring to your guys attention Now I Was never contacted By Venmo on 1/**/2015 that

cashout had been discontinue now if "Venmo" would had deposited my cashout of $1500.00 those 5

payments of $400.00 each would had been paid correct "Venmo" Even emai me on 1/*/2015 and on

that email it says the Following "Hi [redacted]

Your Venmo balance was charged to complete the following payment because the bank transfer from Capital One

360 account ending in [redacted] failed.

$400.00 to [redacted] on Dec **

this is the last one

Reason from your baiik: "Insufficient funds in account."

Don't worry, [redacted] has the funds.

If you have any questions, reply to this email.

Thanks,

Team Venmo

5

times "Venmo" Send me those email Im providing all evidence To "venmo" with this Letter

My third and final argument is said that "venom" owed me$15,000.00 for the following reason

"RIGHT TO REFUND

You, the customer, are entitled to a refund of the money to be transmitted as the result o\

this agreement if Venmo, LLC does not forward the money received from you 10

days of the date of its receipt, or does not give instructions committing an equwatentDesired Settlement: amount of money to the person designated by you within 10 days of the date of the receipt

of the funds from you unless otherwise instructed by you.

If your instructions as to when the moneys shall be forwarded or transmitted are not

complied with and the money has not yet been forwarded or transmitted you have a right to

a refund of your money.

If you want a refund, you must mail or deliver your written request to Venmo, LLC at [redacted]. If you do not receive your refund, you may be entitled

to your money back plus a penalty of up to $1,000 and attorney's fees pursuant to Section

2102 of the California Financial Code.

You, the customer, are entitled to know the amount of fees or commissions being paid by

you, the amount of money presented by you, and the total amount to be delivered to the

beneficiary designated by you."

Now it was a total of "11" payments right or wrong and to my understanding 11 payments

@ $1,000.00 Ea for not forwarding the money within 10 bussiness days Is a grand total of

and let me repeat this "$4,749.00" this money is the money that was paid out nor cashout to

my account plus the "1 1" Payments not done is $11,000.00 comes to a grand total of

$15,749.00 Now if you guys would not like me to proceed with an attorney about this matter

at least I would like my $4,749.00 to be issued out ASAP To the address below 1m just

Asking for only that if I don't get a response nor email im very sorry but I would proceed with

an attorney and that will cost "venmo" $15,749.00

Thanks Sincerely,

Business

Response:

[redacted]

[redacted] Revdex.com Compliant ResponseRe: [redacted]Case ID [redacted] This correspondence is to inform you thatVenmo LLC (“Venmo”) is in receipt of your complaint filed with the Better BusinessBureau dated 2/**/2015. Please find our response to your complaint below. Your complaint states thatyou made numerous payments as well as received one payment totaling the amountof $4,749. In addition, you state thatyou did not receive $1,500 that you withdrew (cash out) from your Venmo accountto your bank account. The complaint further states that you feel you are owedan additional $15,000 as a resolution to this matter. Venmowas able to locate one Venmo account that matched both your name and thereferenced email address. Records from this Venmo account show that youinitiated 11 payments on 12/**/2015 totaling $3,249. Five of these payments totaling$2000 supported that you did not have sufficient balance in your designated bankaccount for processing, while the remaining six payments totaling $1,249 wereflagged for review. This review also resulted in the referenced $1500 cash outto be cancelled and reversed back to the original sender. Ourrecords show that you were notified 1/**/2015 that Venmo had chosen to discontinueits service to you, and any payments or attemptedtransactions have been cancelled and reversed back to the original paymentinstruments/sender, including the $1500 cash out referenced in the complaint. As you are already aware, any remaining funds owed to you were issued toyour designated bank account, however these funds were returned back to Venmoas your designated bank account was closed. Due to the closure of your bankaccount, we have initiated the process to issue you a refund check for the amountof $1,249 in remaining funds from your now closed Venmo account. As you wereadvised that this was initiated on 2/**/2015, and notified that this process takes4-6 weeks. Based on the review of the issue escalated in this complaint,Venmo maintains you are owed no more than the amount issued from your Venmoaccount balance. As Venmo has initiated the process for your refund check to bemailed, it considers this matter 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:

[Your Answer Here]

The money was not issued out within 10 days of taking the money may I quote that it is stipulated where it says right to refund I mean if that doesnt mean ananything let me know so I would know to go to court with them for false advertising [redacted]

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

Sincerely,

Review: I have email Venmo for account issues several times in the past 2 weeks and they have not responded to any of my emails and I also contacted them through Twitter and I was asked by them to send a DM which I did and they have not yet responded to that also last week.Desired Settlement: I would like to just get a response to any of my emails I have sent to them regarding my account.

Business

Response:

[redacted]

[redacted] Venmo LLC (“Venmo”) is in receipt of [redacted]’s (“[redacted]”) complaint received via the Revdex.com dated 1/*/2015 regarding his complaint of non response from Venmo. Please find our response to his concerns below. 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], he claims that he rhad contact Venmo by email and via Twitter regarding the status of his account. Venmo records show the sender’s initial payment method did not have any available funds in the designated bank account to process the payment(s). As such, Venmo could not process [redacted]’s deposit of the funds. Please be advised that Venmo’s Fraud and Compliance group has conducted an investigation on [redacted]’s account, as well as the other related Venmo accounts in question, and have chosen to exercise our right to terminate our relationship with [redacted]. Venmo Compliance group has notified [redacted] of such on 1/**/2014. Regards,[redacted]

Review: Transferred money from my credit card to another recipient. Money was frozen because of identity issues. Sent identity paperwork to unfreeze account. No replies. Nothing! The money was applied to my credit card. Still, recipient hadn't received it and I get no replies from venmo. They received everything they needed on my part, read reviews getting concerned. I transferred 2000.00. No small change for to be hanging in limbo. They should have asked for identity before transferring the money and not releasing it!!! Please help! Thank you!Desired Settlement: I want the funds transfered to the recipient asap!

Business

Response:

[redacted]

[redacted] Venmo, LLC (“Venmo”) is in receipt [redacted] ([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]’s complaint confirms that after providing the necessary information requested by the Venmo Risk team, the $2,000.00 payment in question was reversed, inclusive of fees incurred to [redacted], back to her designated payment instrument. As such, Venmo is happy to confirm that this complaint 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: I tried to move money from one of my account to another account and it gave me an error and said that I cant do it. Yet when I checked my bank account they did take out the money and there is no record of the transfer in my account with venmo and now the money has moved from my account to I don't know where. I filed a separate complaint with [redacted] for their negligence on this. I have already emailed venmo and its been more than 48 hours and they have not contacted me. I am now in overdraft with my bank because the money didn't move and my bills were charged to my account. No one is doing anything about it and [redacted] said that since I filed an investigation there is nothing that they can do until the investigation is over and I am stuck with no money and overdraft fees from my bank.Desired Settlement: Not only would I like them to issue a refund so I can get my money. I would also like this to never happen to anyone else. I want them to assure me that they are working on the issue and to figure out how money moved on my account with no receipt and no way to cancel it

Business

Response:

[redacted]

[redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received viathe Revdex.com dated 5/**/2015 regarding his complaint of Billingor Collection Issues and non-response from Venmo. Please find our response to [redacted]’ 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 states, [redacted] claimsthat he attempted to move funds from one account to another account, howeverreceived an error message stating this could not be completed. [redacted] alsoclaims that funds were withdrawn from his [redacted] account, however neversuccessfully received in his Venmo account, resulting in his overdraft fees dueto bills being unpaid in a timely manner. Venmo records show that [redacted] createdseveral Venmo accounts maintained by him, which is a violation of the VenmoUser Agreement. [redacted] initiated multiple failed payments, as well as the$454.48 referenced payment that was payable to himself. [redacted]’ activityraised multiple security flags, which resulted in these funds being held. Venmoreached out to [redacted] regarding his Terms of Service violations and toadvise that the pending $454.48 payment in question would be returned back tohis original payment instrument. [redacted] has been advised of this on6/*/215. Based on this information, Venmo considers this issue resolved. Regards,[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,

I sent a friend $300 through our venmo app. On Sunday at 6:34pm the money was sent and it's 5:09pm Wednesday. Still no money o.k. his account and no one to call or figure out what's going on.

Review: I was using my phone when I was notified that 2 Venmo transactions were successful, for $998 each. I did not do either transaction, nor did I authorize either transaction. One transaction was to someone I did know, and the other was to a name I did not recognize, Pradeep U.N. Immediately I contacted Venmo and asked that they not allow this transaction to go forward. Next, I contacted my bank, and asked that the funds be withheld. It took 5 days before I head back from Venmo, they just said that this must have been my fault for either leaving my phone unattended, or pocket-paying someone, even though I was using the phone when I got the notifications in real time for this unauthorized activity. I believe I was hacked, but they insist that my phone is the one that authorized the payment, even though I know this is impossible. They said they were able to reverse the first payment, but they only reached out to the Pradeep U.N. person asking for the money back (I guess). They didn't respond to my next two emails.

Since my bank blocked the payment, it looks like Venmo is the one who completed the payment to Pradeep U.N. and now they are saying that I am in debt to Venmo for $998. They have locked my account and will not allow me to cash out my Venmo balance of $133.42 (money that Friends and family have paid me), unless I first pay them $998 to unlock my account.Desired Settlement: I just want to be able to cash out my $133.42. I don't want Venmo to continue claiming that I am indebted to them for $998 when it was their security failed somehow, they shouldn't being trying to put this on me. I don't care if my account stays locked forever, I am never using Venmo again after this.

Business

Response:

Venmo

LLC95 Morton Street, 5th FloorNew York, NY 10014[redacted]

[redacted]Venmo LLC (“Venmo”) is in

receipt of [redacted] (“[redacted]”) complaint received via the RevDex.com dated 10/**/2015 regarding their complaints regarding their issues with Billing

or Collection Issues. Please find our

response to their concerns.As [redacted] is aware, 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. These

actions are again 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. 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 original complaint

confirms, [redacted] is claiming two payments initiated in the amounts of $998.00

were not authorized. A review of the claim has been completed and Venmo records

show that [redacted] initiated these payments from their same device. Venmo does

not process any payments without this action being initiated by the Venmo

accountholder (in this instance [redacted]). As a courtesy, Venmo was able to

reverse one of the $998.00 payments as these funds had not exited the Venmo

system, however [redacted] chose to dispute the other $998.00 payment, resulting

in a loss to Venmo.Based on this information,

Venmo is still unable to conclude that the $998.00 payment [redacted] disputed was

unauthorized. Furthermore, [redacted] is still obligated to settle their

outstanding $998.00 debt due as a result of this dispute by going here: https://venmo.com/addfunds as stated in the Venmo User Agreement (Section C.1.g) for the restrictions on

their Venmo account to be lifted. [redacted]’s complaint also

states that they would like to transfer the remaining balance. The Venmo team

has been in communication with [redacted], and advised on 10/**/15, that despite

the existing restrictions, [redacted] should be able to transfer an funds in their

Venmo balance. Venmo

looks forward to working with [redacted] and resolving this issue in an

expeditious manner.Regards,Venmo

Compliance [redacted]

Review: I had $450 in my Venmo account and scheduled two separate transfer to my bank account totaling $450. The transfers were cancelled by Venmo and the money is no longer in my account. I received an email saying my account was frozen. I reached out several times via email and chat because there is no phone number to call. I need this money in my bank account immediately as it was supposed to clear 1/5.Desired Settlement: I would like a phone call and for the money to be put back in my bank account.

Business

Response:

Hello, Thank you for your patience while we reviewed this complaint. Please see our attached response to the customer complaint for case # [redacted]. We have reviewed the user complaint and have determined that no funds can be issued to the user as he participated in restricted activities that resulted in losses incurred to Venmo. A comprehensive review of the activity on this user's account has resulted in the decision to no longer offer this user the Venmo service. Feel free to contact me in the event you have any questions. -- Leanna Disputes Program Manager

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 idea what I did wrong. My friends sent me money for a party bus for a birthday and when asked what rules were broken, I was never told anything. This practice is completely absurd that venmo just cancels payments and closes accounts without any explanation. They also have 0 customer service which is unbelievable.

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

Sincerely,

Review: I joined this site as a reccomendation from a friend and hate it. I got a payment about 6 days ago and it has yet to be seen in my bank account. The amount is GONE from my venmo balance but never arrived in my checking account. I know that they have the correct checking info because they did 2 small deposits and withdrawals.Desired Settlement: I want my $299.00 that is due to [redacted] account that I transferred and I want it immediately. This has caused me to have 3 checks bounce at 35.00 a piece so I also want the $105.00 that they have costed me.

Business

Response:

November **, 2015[redacted]

[redacted]Venmo, LLC (“Venmo”) is in

receipt of [redacted]’s complaint received via the RevDex.com dated November *, 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] states that

he never received the $299.00 after he attempted to transfer the funds from his

Venmo account to his bank account. Venmo records show that the payment

initiated on November *, 2015 for the amount of $299.00 was prefunded by Venmo,

and that Venmo subsequently received notification from the payee's bank that

this payment was an unauthorized charge and would be reversed. Due to this,

Venmo did not allow [redacted] to receive the payment.As such, Venmo will not

provide [redacted] with the $299.00, or the additional request for $105.00, and

requests for [redacted] to contact his payment partner for these amounts. We hope this helps to

explain the situation. 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:

This is an unacceptable answer because the funds were authorized but after DAYS of them not showing up in my account and the bounced checks I told the sender she should probably cancel the transaction because VENMO had defrauded us. VENMO can either pay the $105.00 or we can go to small claims court because the sender and myself both are friends and the funds were not cancelled for days after the transaction. We have proof from the bank of when the transaction was marked as not authorized and we only did this because we felt like VENMO was defrauding us.

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

Sincerely,

Business

Response:

January **, 2016 Revdex.com Complaint Response Re: [redacted] Case ID [redacted] Venmo, LLC (“Venmo”) is in receipt of [redacted]’s complaint rebuttal received via the Revdex.com dated December **, 2015 regarding Venmo. Please find our response to his concerns. Venmo records show that this $299 payment initiated by his payment partner as unauthorized and thus, Venmo did not successfully receive funds from the original payment institution as a result of this. As previously mentioned, the funds in question were held due to security flags raised by the payment and covered under Section E.18: Liability of Company for Failure to Complete Transfers of the Venmo User Agreement, and feels it acted correctly given the security flags raised and the disputed payment. Venmo also asks that [redacted] refer to Section C.1.g of the User Agreement, stating: When you receive a payment, you are liable to Company for the full amount of the payment plus any fees if the payment is later invalidated for any reason. This means that, in addition to any other liability, you will be responsible for the amount of the payment, plus applicable fees if you lose a claim or a chargeback, or if there is a reversal of the payment. If a sender of a payment later disputes the payment or files a claim for a chargeback, the debit or credit card issuer or the originating bank, not Company, will determine whether the dispute is valid and to whom payment is due. Based on this information, Venmo still considers this complaint resolved and Venmo is not liable for any fees incurred by [redacted] as a result of this unauthorized payment. 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:

This company is in the business of stealing from people. I have photos of the money in my venmo account and I will be sharing those as soon as I can locate which folder I placed them in THIEVES. NOBODY EVER USE THIS COMPANY. TRUST ME AS A RETIRED POLICE OFFICER IF THEY WILL STEAL FROM THE POLICE THEY WILL STEAL FROM YOU

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

Sincerely,

Review: My Venmo account was closed for "violation of user agreement," but I was not given any information about how I violated that user agreement. I was also not given any opportunity to dispute that claim, as Venmo closed my account without any explanation and then informed me that any future email would not be responded to. In addition, my account was closed while a transfer was in process for almost $300. That transfer was never completed, nor the money returned to the original payers. It seems that Venmo is now holding that money indefinitely. I would like that money transfer to be completed, or that money returned to the original payers.Desired Settlement: I would like Venmo to explain why my account was closed in more detail. More importantly, I would also like Venmo to complete my money transfer or return that money to the original payers instead of just holding that money indefinitely with no explanation.

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 claim that your Venmo account is frozen and you have not received funds from a withdrawal you initiated on March *, 2016. Description of Relief At the outset, it is important to note that your withdrawal of $289.00 was issued to your bank account on March **, 2016. Response On February *, 2016, you created a Venmo account (“Account”), at which time you agreed to the Venmo user agreement (“User Agreement”). On February *, 2016, you added your Bank of America bank account (“Bank Account”) to your Venmo Account to be used for payments and withdrawals. On March *, 2016, you initiated a withdrawal in the amount of $289.00 from your Account balance. In order to prevent fraud and help ensure the safety of the Venmo system, Venmo utilizes automated tools to scan transactions and accounts for potential fraudulent or high risk activity. We carefully considered a number of factors that, when viewed together, indicated that you, your Account and the account activity were high risk. These risk factors included: You have multiple accounts open on Venmo. Payments on the account appeared to be related to merchant transactions Previous failed payment attempts On February *, 2016, you changed the name on your Venmo Account from Sam L** to Daniel C[redacted], which also indicates suspicious activity. On March *, 2016, we determined that you had engaged in one or more restricted activities pursuant to section D (12) of the User Agreement, including creating more than one personal Venmo account, sending or receiving what we reasonably believe to be potentially fraudulent funds and using the service in a manner that may result in reversals. As a result, your account was limited and a hold placed on your withdrawal to your Bank Account. On March **, 2016, Venmo removed the hold and issued your withdrawal to your Bank Account. 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. As your withdrawal was issued to your Bank Account on March **, 2016, we consider this matter resolved. We offer our sincerest apologies for any difficulties you may have encountered while using our services. 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 PayPal, Inc.

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: Between 9/**/15-9/**/15 my mother sent me a total of $196 on Venmo. I attempted to transfer that $196 to my bank account. Venmo cancelled the transfer and sent a notification stating "$196.00 was returned to your Venmo balance" on 9/**/2015. The money was never returned - my Venmo balance was and remains $0.00. After repeated attempts to find out what happened, I was contacted back once. A representative mentioned "insufficient funds" in their support chat (that disappeared when I went to screenshot the statements that I did, in fact have $196 in Venmo prior) but would not respond when I asked for an explanation. The problem is that the $196 was in my Venmo balance but disappeared after the bank transfer was cancelled. The money is now missing and Venmo will not respond to my emails or support messages.Desired Settlement: Ultimately, I would like my $196 returned to me. I would also like to know what exactly happened for it to go missing in the first place.

Business

Response:

[redacted]

[redacted]Venmo LLC (“Venmo”) is in

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

dated 10/**/2015 regarding her complaints regarding her issues with Customer

Service Issues. Please find our response

to their 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 original complaint

confirms, [redacted] is claiming that funds in the amount of $196 went

missing from her Venmo account after her attempt to transfer these received

funds to her bank account. A review of her complaint confirms that the Venmo

team had been in communication with [redacted] on date 10/21/2015, explaining

that Venmo made the decision to reverse any related funds back to her payment

partner’s original payment instrument. Venmo initiated this reversal of funds

on 9/21/2015 as a result of multiple security flags raised related to the

payments. Venmo recommends [redacted]

follow-up directly with her payment partner on the matter. Based on this

information, Venmo feels that [redacted]’ complaint is 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:

Venmo has contacted me since the filing of my Revdex.com complaint, and advised me to contact my mother, who originally transferred me the $196. I responded, and informed them that I have records showing that the charges were completed, but that I would follow up with my mother. She has confirmed with her bank that the $196, as well as fees, were taken out of her account and not returned. I will respond again with this information, and request that the money be returned to either her or myself.

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

Sincerely,

Business

Response:

[redacted]

November *, 2015[redacted]

[redacted]Venmo LLC (“Venmo”) is in

receipt of [redacted] (“[redacted]”) complaint rebuttal received via the RevDex.com dated 10/**/2015 regarding her complaints regarding her issues

with Customer Service Issues. Please

find our response to their concerns below as well as background on Venmo. The complaint rebuttal

states, [redacted] is

claiming that funds in the amount of $196 was not returned back to her mother. Venmo

records show that a total of $208.88 was returned back to the card ending [redacted] initiated on 9/**/2015. Reversal of funds can take anywhere from 3-5

business days as this reversal was processed in 3 different reversals for the amount

of $1.03, $139.50, and $61.80 each. Venmo records further show that

these returns were processed successfully. If the accountholder of the card

ending [redacted] cannot confirm these returns were received, we ask that the accountholder

contact Venmo directly at [redacted].Based on this information, Venmo

feels that [redacted]’ complaint is 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: Received payment from a known customer on 12/**/2015 for $2950 for me to send them hair extensions. The payment cleared my Venmo account and I then elected to transfer the funds to my bank account. The transfer was completed according to their app and I received a notice that the payment would be in my bank the following day 12/**/2015. So I sent out the merchandise to my customer.

On the [redacted] I checked my checking account and the funds had not arrived. So I went into the Venmo app and the transfer stated it had been cancelled that day. The app also stated the finds were sent back to my Venmo account, but the balnace there says $0.00

I have been trying to reach Venmo to find out the issue but I am not getting any response in regards to my issue but they are not responding. There is no contact phone number, only email and chat options. I get an automated message back via email that I will get a response within 12 hours but since the [redacted] I have not gotten any direct correspondence. Also by chat they tell me my issue needs to be handled by another department and they are forwarding the case, but again I have gotten no response from this other department.

I have contacted my customer and they state the funds have been taken from their checking account and they are also not able to get in touch with Venmo to resolve the issue. I have had an existing relationship with this customer and have had payments from him with no previous issues.Desired Settlement: Dirrect correspondence by phone to resolve this issue and transfer of funds to my bank account or venmo account so I can collect the money.

Business

Response:

[redacted]

[redacted] Case ID [redacted] Venmo LLC (“Venmo”) is in receipt of [redacted] (“[redacted]”) complaint received via the Revdex.com dated December **, 2015 regarding his complaint regarding her issues with the. 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 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). As the complaint confirms, [redacted] participated in prohibited activity by conducting non-approved business activity on Venmo. Please be aware that when a Venmo user chooses to use the Venmo service they also agree to Venmo’s Terms of Service/User Agreement. Venmo does not permit merchants to make sales via Venmo, nor do we offer buyer or seller protection. Business usage of Venmo requires an application and explicit authorization, for which [redacted]did not have. For more information, please see section C(1)(b) of the Venmo User Agreement. Venmo records support that the funds related to the payment received by Ms. Hatchettraised multiple security flags that resulted in her transfer being held. Based on our review, we determined that [redacted] had engaged in one or more restricted activities under the Venmo User Agreement including conducting non-approved business activity on Venmo, sending or receiving what we reasonably believe to be potentially fraudulent funds with an account associated that has engaged in restricted activities, and participating in a payment that may result in reversals. As a result, we cancelled the withdrawal to your bank account and reversed the $2950.00 to the original payment instrument as permitted under Section 14(b) of the User Agreement. Venmo recommends that [redacted] follow up with her customer and regret that we can no longer offer her the Venmo service. 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:

There has been no direct contact with me to advise me what exactly occurred with this transaction. Was their insufficient funds or was their fraudulent activity on the sender end? But all in all I have not requested funds be sent but it was my client who sent me funds this way at their own discretion. I had not been made aware by Venmo what the problem was with the transaction. My client is saying they paid me and they have not been refunded. I need more insight to know how best to proceed as I have sent them merchandise. I was not aware that is was only a payment system for personal use.

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] ”) complaint received via the Revdex.com dated December **, 2015 regarding her issues with a payment received and subsequent withdrawal to her bank. 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 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). As the complaint confirms, [redacted] participated in prohibited activity by conducting non-approved business activity on Venmo. On December **, 2015, [redacted] received a payment in the amount of $2,950.00 USD from the sender (“Sender”). Please be aware that when a Venmo user chooses to use the Venmo service they also agree to Venmo’s Terms of Service/User Agreement. Venmo does not permit merchants to make sales via Venmo, nor do we offer buyer or seller protection. Business usage of Venmo requires an application and explicit authorization, for which [redacted] did not have. As such, there are no channels available for Venmo to reimburse loss incurred due to violations of our User Agreement and participation - intentional or otherwise - in fraudulent activities. For more information, please see section B(1)(b) of the Venmo User Agreement. Venmo records support that the funds related to the payment received by [redacted] raised multiple security flags that resulted in her transfer being held. Based on our review, we determined that [redacted] had engaged in one or more restricted activities under the Venmo User Agreement including conducting non-approved business activity on Venmo, sending or receiving what we reasonably believe to be potentially fraudulent funds with an account associated that has engaged in restricted activities, and participating in a payment that may result in reversals. As a result, we cancelled the withdrawal to [redacted]’s bank account and reversed the $2,950.00 to the Sender’s original payment instrument as permitted under Section 14(b) of the User Agreement. Venmo recommends that [redacted] follow up with her customer and regret that we can no longer offer her the Venmo service. Regards, Venmo Compliance [redacted]

Review: I had $825.00 in my Venmo account. I transferred $400 to my bank account. I logged onto my Venmo account on Monday to find a balance of $225.00 I then noticed my bank transfer had been canceled and the transaction stated that the funds were transferred back into my Venmo account. There are no new transactions on my account. $625.00 is just missing!

I e-mailed customer support and the response said it could take up to 48 hours for a response. This was over 72 hours ago. I also went to the contact us on their help center in their mobile app which claims to have live help and it has been 72 hours since my initial message on there as well.

There is no customer service phone number and I am just left to wonder what is going on.Desired Settlement: I would like the missing $625.00 back in my account and I would like help transferring the funds to my bank account. I have tried to transfer the remaining $225.00 in my account to my bank but it hasn't gone through and there is no explanation. I have successfully made several other transfers to the same bank account.

Business

Response:

VenmoLLC[redacted]

[redacted]Case ID [redacted] VenmoLLC (“Venmo”) is in receipt of [redacted] (“[redacted]”) complaintreceived via the Revdex.com dated 9/*/2015 regarding his complaintsregarding his issues with Billing or Collection Issues. Please find our response to their concernsbelow as well as background on 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. As the original complaintconfirms, [redacted] is claiming that funds in the amount of $625 went missingfrom his Venmo account. [redacted] alsostates that he has not received any response from Venmo Support despite severalinquiries. A review of his complaint confirms that the Venmo team had been incommunication with [redacted] on dates 9/** and 9/**, explaining that Venmo receivednotification from his payment partner’s bank that the payments failed due to insufficient funds. Any funds that Venmo wasable to successfully receive from [redacted]’s payment partner were successfullytransferred to [redacted]’s bank account on 9/**/2015. Based on this information,Venmo feels that [redacted] complaint is successfully resolved. Regards,VenmoCompliance [redacted]

Review: I had venmo installed on my phone and $250 was removed from my account and my account suspended. I have sent at least 5 email regarding this and have not heard a response on the money taken or reason why my account was suspended.Desired Settlement: I just want my $250 back and my account closed.

Business

Response:

[redacted]

[redacted] VenmoLLC (“Venmo”) is in receipt of [redacted] (“[redacted] ”) rebuttal complaintreceived via the Revdex.com dated 8/**/2015 regarding her complaintsregarding her issues with Product 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. A review of the complaintfiled by [redacted] confirms that [redacted] contacted Venmo on 7/** claiming her car and phone was stolenand subsequently her phone was used foran unauthorized payment on Venmo. Venmo Compliance has reached out to Ms. R[redacted] regardingthis claim and to date, is waiting to hear back from [redacted] withthe requested information needed to complete the review of her claim. Venmo recommends that she contact Venmo Complianceregarding the matter so that we may look into her claim of unauthorized paymentfurther and can be best reached at [redacted]. Venmolooks forward to hearing [redacted] and resolving the matter. Regards,VenmoCompliance [redacted]

Review: I received a payment into my Venmo account from another user on 5/**/15. I cashed it out to my bank account. I was informed it would be in my bank account on 5/**/15. When I checked my account on 5/**/15 this is the information I was given: Cancelled and Refunded

This deposit has been cancelled by Venmo and the funds have been returned to your account.

The money has not been returned to my Venmo account as of 6/*/15.

I have contacted them several times and have not received a reply. Also, they do not have a phone # contact.Desired Settlement: Return the money to my account.

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 his complaint of DeliveryIssues and non-response 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. As the complaint confirms, [redacted] attempted to cash out her balance from payments she received on 5/**/2015.Security flags were raised and the cash out payment was placed on hold untilthe matter could be investigated. Venmo Fraud and Risk team made the decisionto reverse anypayments received back to her payment partner’s original payment instrumentbased on our review (ref: Section E.18). Venmo recommends for [redacted] tofollow-up with her payment partner on the matter. The Venmo team has communicated the currentstatus of her payment and her Venmo account with [redacted] on6/*/2015. Venmo is unable to comply with [redacted] request to complete hercash out request also regrets that it can no longer offer its services to [redacted] at this time. Furthermore,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 have determined that my complaint has NOT been resolved because:

Review: I have used VENMO in the past to RECEIVE money from family members; it has been about 2 years since I used it but when I needed to pay my mother back some money quickly I thought I would try VENMO again. Being that this was my first time SENDING money thru VENMO I was trying to be sure that I followed all the steps correctly. I assume that I did because I submitted the payment and later that day it was gone from my bank account. I spoke with my mother and she said she saw the money in her VENMO account and proceeded to " CASH OUT". We both were aware that it takes about 1 full business day for the money to show in your personal bank account so we waited. Day 1 no money, Day 2 no money, Day 3 no money - we have reached out to them via there support email and have received nothing. I can't believe a company in this day and age that is responsible for handling peoples money can operate without a way in which it's members can contact them directly. This is so frustrating because this transaction for over $500 and we have no idea where the money is? It's not in my account and it's not in my mother's....She got notification saying that I had paid her, I received notification saying that it was paid.....WHERE IS THE MONEY?Desired Settlement: I would like to SPEAK with someone over the telephone as well as an email explaining what happened and how it will be fixed. Either I need my money back or it needs to be in my mother's account.

Business

Response:

[redacted]

[redacted] Venmo LLC (“Venmo”) is in receipt of [redacted]’s (“[redacted]”) complaint received via the Revdex.com dated 02/**/2015. [redacted]’s complaint is referencing customer service issues. Please find our response to her concerns below. 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. Received funds can be withdrawn to a US bank account or sent to other Venmo users. Venmo is a licensed money transmitter and registered MSB, and operates in other jurisdictions as a designated agent of [redacted]. For more information, please refer to the Venmo website at [redacted] As the complaint claims, on 1/**/2015 [redacted] sent $650 to her mother and further states that funds from the cash out initiated have not been received to her mother’s bank account. Venmo records show that both the initiated payment and subsequent cash out have been successfully processed. Venmo recommends if [redacted]’s payment recipient has questions pertaining to an initiated transaction, Venmo Support is happy to look into the matter further and recommends contacting us at [redacted] Based on a review of [redacted]’s complaint filed with respect to her Venmo account, Venmo does maintain that [redacted]’s overall complaint has been addressed appropriately and considers this matter resolved, and is pleased that [redacted] continue to use Venmo. Regards, Venmo Compliance

Review: I have received ZERO response from Venmo. They froze my account and have received no indication as to why. I've emailed their support address twice now trying to resolve the issue and it's been a week. I have used their services once this month and never have infringed on any of their regulations. I need my account back up and running as soon as possible and would appreciate some sort of information regarding this problem. I don't understand why a company wouldn't make contact w me prior to freezing my account, instead I find out it's frozen through a friend after she tried to venmo funds to me. Highly unprofessional on their end.Desired Settlement: Direct communication in order to resolve this issue. Would like to see them implicate a call center in order to handle customer service issues

Business

Response:

Venmo LLC[redacted] December **, 2014 Revdex.com Compliant Response Re: [redacted] Case ID [redacted] Please be aware that Venmo offices have moved from its previous location of [redacted], [redacted], [redacted] to its new location at [redacted], [redacted]. [redacted] Venmo LLC (“Venmo”) is in receipt of [redacted] (“[redacted]”) complaint received via the Revdex.com dated 12/**/2014 regarding her complaint regarding her customer service issues with Venmo. Please find our response to her concerns below. Upon further review of the Revdex.com complaint letter received for [redacted], she states that she has not received any notification from Venmo regarding the restricted status of her 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. Venmo records show that [redacted] received payment on 11/**/2014 from a user who was violating Venmo’s Terms of Service by purchasing goods and making payments for these goods through Venmo. [redacted] was one of the numerous payment recipients who received funds for goods sold (in [redacted]’s instance a watch was sold) thus [redacted] knowingly participated in transactions on the Venmo platform that were outside of Venmo’s acceptable use. Venmo records show that Venmo’s Risk team did communicate to [redacted] on 12/**/2014, advising her that business transactions are not permissible per the Terms of Service. [redacted] maintained that her Venmo account was only used for personal use among family or friends, however the review conducted supports that this payment partner was using Venmo to facilitate the purchase of goods (business/merchant – related transactions) with individuals who did not know the purchaser. Please be aware that when a Venmo user chooses to use the Venmo service they also agree to Venmo’s Terms of Service/User Agreement. Venmo would like to point out some relevant Terms of Service that specifically address the concerns in [redacted]’s compliant: • Venmo prohibits Business, commercial or merchant transactions conducted using personal accounts. • Venmo will not be liable for transfers (payments) that appear suspicious, fraudulent, or unauthorized, and Venmo cannot confirm that it is a legitimate transfer, or if the account of either user involved in the transfer is under investigation or appears to be prohibited by any applicable laws or rules While Venmo apologizes for any inconvenience experienced by [redacted] based on her actions, however Venmo review of the situation supports that [redacted] did (perhaps unintentionally) violate the Venmo Terms of Service. Based on this, Venmo would like to hear from [redacted] on the matter but considers this issue resolved based on the details mentioned and review conducted. Regards,[redacted]

Review: On 3/*/16 I asked Venmo to initiate a transfer of $1200 to my bank account. Venmo communicated to me that the transfer would go through on 3/*/16. On 3/*/16 at around 9pm Venmo notified me by email that they had frozen my account, and provided no explanation. In a separate email sent a minute later, "[redacted]." of Venmo asked me to send documentation on my bank account, which is a joint account I share with my wife. On 3/*/16 I transmitted that information to them. Venmo has not communicated with me regarding this specific case since, and still holds $1200. Attempts to reach out to their customer service department were rebuffed, with anonymous representatives stating that the people in the customer service department "had no information relating to my case."Desired Settlement: I wish for Venmo to deposit the $1200 into my account, and provide me an explanation of why they froze my account in the first place, and why it took them so long to resolve my case.

Business

Response:

[redacted]

[redacted] I am writing on behalf of [redacted], Inc. in response to your complaint regarding [redacted]’s Venmo product. You claim that you initiated a withdrawal of $1,200.00 to your bank account on March *, 2016. You state that Venmo has frozen your account and has not released your funds to you. Description of Relief At the outset, it is important to note that on March **, 2016, we removed the hold on your withdrawal and released the $1,200.00 to your bank account. Response On January **, 2016, you created a Venmo account (“Account”), at which time you agreed to the Venmo user agreement (“User Agreement”). On January **, 2016, you added your Harvard University Employee Credit Union account (“Bank Account”) to your Venmo Account to be used for payments and withdrawals. On February *, 2016, you received a payment in the amount of $1,200.00 from your sender (“Sender”). 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. We carefully considered a number of factors that, when viewed together, indicated that your Account, this withdrawal and the original payment from the Sender to your Account were high risk. These risk factors included: Your Account is newer and receiving large dollar payments.Your payment partner is associated with suspicious activity.Based on our review, we determined that you had engaged in one or more restricted activities pursuant to section D12 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. As a result, your Account was suspended and your withdrawal was held on March *, 2016.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 a bank you have on your account and a copy of the debit and credit cards added to your Venmo Account. On March **, 2016, you provided the requested information allowing us to verify your identity. On March **, 2016, we lifted the suspension on your Venmo Account the withdrawal of $1,200.00 was issued to your Bank Account.Explanation of ClosureVenmo’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. We had a reasonable basis for holding the withdrawal for further review. As the $1,200.00 withdrawal has been issued to your Bank Account, we consider 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], Inc.

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: Hello,

I want to resolve this matter at the earliest convenience. My account was suddenly frozen and the 600$ in the account just disappeared. I asked using the support feature in the app and I was told that the money was sent back to the original sender. However, that person never got the money. Venmo does not reply back to me anymore and this matter has really frustrated me. I just wish to transfer my 600 to my bank account and be done using this service. please help me I can’t let 600 go away.Desired Settlement: I just want a full refund

Business

Response:

[redacted]

[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] states that he

never received the $600.00 after he attempted to transfer the funds from his

Venmo account to his bank account. Venmo records show that the payments

initiated on September **, 2015 for the amounts of $500.00 and $100.00 were processed

initially by Venmo, however Venmo subsequently received notification from the original

payee's bank that this payment was an unauthorized charge and would be reversed

back to the original payment instrument’s bank. Due to this, Venmo did not

allow [redacted] to receive these payments totaling $600.00.As such, Venmo will not

provide [redacted] with the $600.00, and requests for [redacted] to contact his

payment partner for these funds. We hope this helps to

explain the situation. 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:

[The original payments that venmo supposedly states that it has reversed is false. My friend who was the original sender of the 600 to my account did not receive the payments of 600 that were supposed to be reversed back into his account therefore I still don't know what has happened to my money all his account transactions can be shown as well as mine.]

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

Sincerely,

Business

Response:

[redacted]

[redacted] I am writing on behalf of PayPal, Inc. in response to your complaint regarding PayPal’s Venmo product. You state that the payments you received in the amounts of $500.00 and $100.00 were not reversed back to your payment sender’s account. I sincerely apologize but due to commitments in our Privacy Policy we cannot provide you any information relating to your sender’s account or what happened to these payments once they was received by your sender. We recommend that you follow up with your sender regarding the payment as we will not be providing reimbursement or information regarding what took place on the sender’s account. As stated in the Revdex.com response, due to the activity on your Venmo Account, we are not able to allow you to use the Venmo services. 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 Copyright © 1999-2016 PayPal. All rights reserved. Tell us why here...

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 a right to know what has been done to my moeny in my account which I have worked hard for, weather it be taken by venmo for its own purposes or refunded to the original payee's banking institution since I cannot determine what has happened. I would like to receive all of my money . Can you tell me any options I have if I wish to pursue this in court with you guys. ]

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

Sincerely,