Venmo Inc.

Review: Due to our miscommunication, my wife and I accidentally create duplicate Venmo accounts on August **, 2013. Our accounts were frozen after a few hours which is quite understandable. However, we try to contact Venmo to make it right. We try to call them but cannot find anyone to answer the phone. We email them asking how to unfreeze our accounts (or delete them) and got only one replied from [redacted] saying that "Your account has been frozen due to flags raised on your account." No further information about how to unfreeze it. We emailed him back asking (again) how to unfreeze or delete those accounts and got no reply since then. Considering Venmo is a financial service provider, leaving customer for almost 7 days without any assistance (or show some effort to "assist" customer) is unacceptable. Note that my case number is [redacted].Desired Settlement: Delete two of my duplicate accounts and two of my wife's duplicate account from their system.

Business

Response:

Dear [redacted] and [redacted],

I am writing to you in regards to a complaint issued by [redacted]. The complaint was that Venmo froze both his and his wife's duplicate accounts and did not respond to questions they had asking how to unfreeze their accounts or delete those accounts.

Both accounts were frozen due to suspected fraudulent use of Venmo due to multiple flags raised on their accounts. While we were not able to offer [redacted] information regarding his account due to the open investigation of his account, we did take the time to delete his accounts as per his original request. The case has since been closed and resolved.

Ifyou have any other questions, send us an email at [redacted] and I would be happy to help.

Sincerely,

Customer Support Representative

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've had an ongoing problem with my Venmo account for two months now. Venmo's customer service provides scattered chat help and no phone help, although they have access to their customers bank account details.

I noticed a hold on my account while trying to use the application back in July. On that day, I contacted customer service and could not get a straight reply until I used [redacted] as an outlet to express my frustration. They let me know that a card I used had flagged Venmo as a fraudulant charge, so Venmo paid it out to the recipient, they never even notified me that they did this. I agreed to pay the $55 to take the hold off of my account and delete my Venmo account. I still was never clearly told why I was paying, but I wanted the problem solved.

Once again, I was given unclear directions on how to actually pay Venmo. The money wined up being cahsed back into my account. Not one single representative gave me the same instructions or solution to the issue. I've asked numerous times if they could please just fix it, but they completely deflect that request and go back to getting themselves money.

For some reason, I'm trying to pay them again and they are still being unhelpful and giving me the same directions that aren't working. Iv'e asked for a phone call numerous times, and still never recieved one.

At this point, I should have to pay them anything and the hold shouls be taken off of my account so that I can delete this app. I've never experienced such awful customer service in my life.Desired Settlement: I'd like Venmo to give clear explanation of the money owed and waive the $55 dollars. I'd also like to know that my accout is unfrozen before I delete the app.

Business

Response:

VenmoLLC[redacted]

[redacted] September **, 2015 Revdex.com Compliant ResponseRe: [redacted]Case ID [redacted] VenmoLLC (“Venmo”) is in receipt of Dominique Gageant (“[redacted]”) complaintreceived via the Revdex.com dated 9/*/2015 regarding her complaintsregarding her issues with Billing or Collection Issues. Please find our response to their concernsbelow 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]

[redacted] is claiming that Venmo Support did not provide clear instruction to [redacted]

[redacted] to settle her outstanding debt to Venmo. Ms. [redacted] complaintfurther states that she would like Venmo to provide a clear explanation andwaive the funds [redacted] is indebted to Venmo. Venmo records show, Ms. [redacted]Venmo account became indebted due to multiple chargeback disputes initiated by[redacted] that resulted in a loss to Venmo. This indebted status resulted in restrictionsbeing placed on [redacted] Venmo account. [redacted] was advised of steps to settleher outstanding debt. [redacted] and records show she transferred funds to heraccount, however immediately transferred these funds off Venmo to her bankaccount. As a result of thiscomplaint, Venmo Support again reached out to [redacted]

[redacted] on providing clarification to settle her outstanding debt on Venmo. Todate, [redacted] is still is indebted and no response has been received by[redacted] and as a result, Venmo isunable to comply with [redacted] request to waive her indebted funds due to herinitiating chargebacks on her Venmo account. Venmo looks forward to [redacted] setting her debts with Venmo and oncecompleted will lift the current restrictions on her Venmo account. Regards,VenmoCompliance [redacted]

Review: Venmo has taken $10,300 from my account when I attempted to transfer my funds to my bank account and I have been trying to contact Venmo through their website to have this issue resolved. I have $0 in my account and there is no trace of where the $10,300 went. They have not contacted me in a week or two. This money was meant to pay bills and I am under distress on how I will be able to pay for these bills.Desired Settlement: I would like to have an explanation on where the money went and would like to have my money returned to my account so I can pay for these bills.

Business

Response:

[redacted] VenmoLLC (“Venmo”) is in receipt of [redacted]’s (“[redacted]”)complaint received via the BetterBusiness Bureau dated 6/**/2014 regarding his complaint regarding his issueswith the Billing or Collection Issues. Pleasefind our response to their concerns below as well as background on Venmo. Uponfurther review of the Revdex.com complaint letter received for [redacted],who claims that he never received $10,300 in funds he attempted to transferfrom his Venmo account to his designated bank account. 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 support that the payments initiatedby [redacted]’s payment partners raised multiple security flags. This inconjunction with [redacted] violation of the Terms of Service of maintaining morethan one Venmo account resulted in a decision to reverse the payments receivedby [redacted], back the his payment partner’s original payment instrument to avoidadditional losses to Venmo (Ref: Section E:18) already incurred as multiplepayments being disputed by [redacted]’s payment partners. Venmomaintains that it is not liable for [redacted] violation of the Venmo Terms ofService, and will not be honoring [redacted] request for the $10,300 he feels isowed to him as any funds had resulted in a loss or have been returned back tothe original payment instrument. Furthermore, Venmo regrets that it can no longeroffer its services to [redacted] and considers this issue resolved. Regards,Venmo Compliance

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:

In violation to what section of the terms of agreement. That is a substantial amount of money lost that if I knew I was in violation, which I was not aware of, I would of excepted safeguards to have me question these transactions. Apparently the money was accepted and transferred to my account and then without my acknowledgement, your compliance department reverses these transactions. If I knew I was in violation of your Terms of Agreement, then why wasn't I informed by having barriers or warnings sent when the transaction was sent through. I am now $10300 in debt because of this incident and in significant psychological distress due to this financial burden.

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

Sincerely,

Business

Response:

VenmoLLC (“Venmo”) is in receipt of [redacted]’s (“[redacted]”)complaint rebuttal received via the BetterBusiness Bureau dated 7/*/2014 regarding his complaint regarding his issueswith the Billing or Collection Issues. Pleasefind 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 Craigslistitems), as these payments are potentially high risk. Venmo also doesn’tcurrently permit merchants to make sales via Venmo, nor does Venmo offer selleror specifically in [redacted]’s case, buyer protection. Venmo prefers to avoid any disruption in the service to itsusers, however, in the event that unusual activity is identified, Venmo takesthis seriously and will take all necessary measures to protect both its usersand Venmo against instances of fraud or malicious activity whereverpossible. Venmo reversed any paymentsreceived by [redacted] due to the multiple security flags raised, in conjunctionwith [redacted]’s violation of the Venmo Terms of Service. Venmo regrets that it can no longer offer its services to [redacted]and considers this issue resolved. Regards,VenmoCompliance [redacted]

Tell us why here...

Review: I was recently sent money using their payment system and upon trying to cash out their funds to my account, they froze the account. They requested information to confirm who I was and was suppose to receive funds. I have been trying to contact them with no response since April [redacted] 2015. It is now April [redacted] and I have been unable to get any communication from them.

The amount of money they are holding of mine is $500.00Desired Settlement: I would like for the funds to be transferred to the account on file with them.

Business

Response:

VenmoLLC[redacted] April **, 2015 Revdex.com Complaint ResponseRe: [redacted]Case ID: [redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted]’s (“[redacted]”) complaint received via the Revdex.comdated 4/*/2015 regarding his complaint of Refund or Exchange Issues andnon-response from Venmo. Please find our response to [redacted]’s 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] attemptedto cash out his $500.00 balance from payments he received on 4/*/2015. Venmohad prefunded this payment and security flags were raised and the cash out paymentwas placed on hold until the matter could be investigated. On 4/*/2015, Venmoreceived notification from the payment sender’s bank that the payment was notauthorized. Since Venmo had initially prefunded the payment, Venmo reversed the$500.00 balance on [redacted]’s account to prevent a loss to Venmo. Venmo records show that the Venmo Support teamhad been in communication with [redacted] since they reached out to [redacted] on4/*/2015, as well as on 4/*/2015. Venmo is unable to comply with [redacted]’srequest to complete his cash out request and Venmo did not receive any funds tocomplete the transaction as the payment was deemed unauthorized by the paymentsender’s financial institution. Regards,VenmoCompliance [redacted]

Review: I set up an account. A friend sent me $$. When I tried to transfer it into my account I was told my account was frozen. I was asked to send a pic of my DL and debit card. I did so at 9:09 on Friday morning. I followed up 11 times before the end of business. I only received standard pre-written responses thanking me for my patience. On Saturday when the cycle started again I asked them to simply return the $$ to the sender so I could make other arraignments. Again no response. As a result of this issue my checkin account was over drawn and my car payment returned.

Business

Response:

[redacted]

[redacted] RE: Revdex.com Complaint #[redacted] I am writing on behalf of PayPal, Inc. in response to your complaint regarding [redacted]s Venmo product. Your complaint states that you received $2,100.00 in funds via Venmo and you initiated a withdrawal to your bank account on the same day. You state that your account has been frozen and these funds have not been released to you. Description of Relief At the outset, it is important to note that on March **, 2016, we issued the $2,100.00 withdrawal to your bank account. Response On February **, 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 [redacted] bank account (“Bank Account”) to your Venmo Account to be used for payments and withdrawals. On March **, 2016, you received a payment in the amount of $2,100.00 from your sender (“Sender”). On the same day, you initiated a withdrawal of these funds to your Bank Account. Review of your account shows that you participated in prohibited activity by conducting non-approved business activity on Venmo. 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 you did not have. Venmo does not offer any seller or buyer protection programs. The enclosed article is available by clicking the Security link at the bottom of the Venmo website and states, Avoid payments to people you don’t know, especially if it involves a sale for goods or services (like event tickets and Craigslist items). These payments are potentially high risk, and you could lose your money without getting what you paid for. We don’t permit merchants to make sales via Venmo, nor do we offer buyer or seller protection. In addition, the User Agreement states that Venmo “does not have any control over any products or services that are paid for with our services and Company cannot ensure that any party you are dealing with will actually complete the transaction or is authorized to do so.” User Agreement at Section D (20). Venmo records support that the funds related to the payments received by you raised multiple security flags that resulted in your transfer being held. Based on our review, we determined that you 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. Nevertheless, we removed the hold and issued the withdrawal of $2,100.00 to your Bank Account on March **, 2016. Your Account will remain frozen until we receive the photo ID that was requested on March **, 2016. Explanation of Closure Venmo’s actions in this matter were taken in good faith and within the terms set forth in the User Agreement and Security Disclosures 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 funds have 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 PayPal, Inc. 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. I would like to note that at no time did Venmo mention that my transaction was in violation of any policy. I was told that my account was flagged for suspected identity theft an I would need to provide a picture ID, a bank statement, and a copy of the debit card listed in my account. I sent those items immediately. It then took another week before I was told my situation would have to be transferred to a different resolution department. Several more days went by, still never really getting a straight explanation of what was going on, before the funds were released to my bank. In the end I did receive the funds. My complaint is with the way in which the company showed little or no concern for my dilemma. Which resulted in my checking account being overdrawn and fees being charged. I'm not interested in going after Venmo for these fees. Nor do I think I could recover them if I was. I just wanted my story told so the next potential Venmo user might have more info than I did and can protect themselves.

Sincerely,

Review: A withdrawal from my checking account was made by Venmo on 1/**. This was completely unauthorized as I do not even have a Venmo account. I don't believe this company is trying to verify the identity of the people they are setting up accounts for. I have contacted Venmo regarding this matter by email, unfortunately they offer no phone number in which to reach a real person. I have not yet heard from them.Desired Settlement: I would like Venmo to contact me and explain why this happened and how it will be remediated. I would like all of my personal information to be eliminated from any of Venmo's records and for it to be determined who did this. This was a very large charge, over $800. I can't believe Venmo would not try to verify with my bank if any if the information used to set up this fraudulent account matched the bank's records.

Business

Response:

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 states, [redacted]’ checking account was compromised and an unauthorized payment was initiated on 1/**/2015. Venmo’s Support team had been in communication with [redacted] on the matter. Records show that the funds in question were reversed on 2/*/2015. [redacted] had been notified of this reversal of funds on 2/*/2015. Venmo does maintain that [redacted] overall complaint has been addressed appropriately and considers this matter resolved.

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 Friday 12/**/15 I used the Venom App on my phone to send a friend some money ($1500). The money was received in his Venmo account and he opted to have the funds transferred from his Venmo account to his personal checking account. Although the fund have already been taken out of my checking account they haven't appeared in his. On at least 10 different occasions I have attempted to reach out to the Venmo Help Center messaging in their phone application as well as email them. I have not received a response on where these funds are. My friend has confirmed that he has the correct routing and checking account #'s in the Venmo account. He received a email that he needed to verify his account by providing pictures his drivers license, bank statement and checking/debt card. He submitted these documents on Dec 17th and finally received a response after he contact them with a follow up email on [redacted]. The email from a Venom rep stated that they investigating an issue and it would take several days to resolve. We just don't understand what they are investigating. The fund have already came out of my checking account and not into my friends account. Today I received a email that states the following: Never received an email on [redacted] and have no clue by what they mean that my account has been frozen. For what reason and why aren't my funds release either back to me or to the receiver. See below- Please help us --------------------------------------------------------------------------------...⇄ />
[redacted]Desired Settlement: I would like the funds either released to the receiver or refunded back to my bank

Business

Response:

January **, 2016 Revdex.com Complaint Response Re: [redacted] Case ID [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] states that his payment partner never received the $1,500.00 after he attempted to transfer these funds from his Venmo account to his bank account. Venmo records show that Venmo processed the payment initiated on December **, 2015, for the amount of $1,500.00 initially, however subsequently received notification from [redacted]’s bank that this payment was an unauthorized debit. As a result of this unauthorized notification, Venmo made the decision to reverse these funds back to the original payment instrument’s bank. Due to this, Venmo did not allow [redacted] payment partner receive these payments totaling $1,500.00. Furthermore, we regret that we can no longer offer the Venmo service to [redacted]. We hope this helps to explain the situation. Regards, Venmo Compliance [redacted]

Consumer

Response:

This is untrue- Venmo held the funds and it wasn't after 13-15 days that I decided to file a claim with my bank. These funds were taken out and never sent into the receivers bank account. They asked him to verify his account which he did and yet another 7 days passed and still no communication nor were the funds deposited.

Business

Response:

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 January **, 2016 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). 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 December **, 2015 payment to [redacted]’s payment partner was identified by these tools as potentially high risk. Venmo records show that Venmo processed the payment initiated on December **, 2015, for the amount of $1,500.00 initially, however subsequently received notification from [redacted]’s bank that this payment was an unauthorized debit. As a result of this unauthorized notification, Venmo made the decision to reverse these funds back to the original payment instrument’s bank. Due to this, Venmo did not allow [redacted]’s payment partner receive these payments totaling $1,500.00. We hope this helps to explain the situation. Regards, Venmo Compliance [redacted] Tell us why here...

Review: My Venmo account was breached on Thursday, May **, 2015 with subsequent charges of $200, $1000, $1000, $100, $500, $100, and $50 made using my account, received by [redacted]. After seeing the email notifications of the charges around noon, I immediately contacted Venmo via email and [redacted], and attempted all means of phone contact with the [redacted] fraud dept and [redacted], neither of which could help. I received an automated response stating the email was received then another email following regarding countermeasures to prevent this in the future. I placed stop payments through my bank to prevent nearly $3,000 in fraudulent withdraws as Venmo doesn't seem to feel liable for this. In location logs, there is a location in [redacted] I am un-aware of. After doing much research, I have found the supposed hacker's email and full address, which can be provided if requested. Regardless, before all of this happened - earlier that morning I received two payments totaling $272 which I withdrew to my bank before the cut-off time of 7pm. I expected it to arrive the next morning (Friday) although it still hasn't arrived, only shows pending, not completed. Because my bank is resolving the fraudulent activity via Venmo, all I'm requesting is the $272 withdrawn from Venmo and deposited to my bank. I've tried contacting numerous times afterwards to no avail.

I won't be using Venmo again.Desired Settlement: $272 deposited to my bank on file with Venmo and fraudulent charges removed, totaling $2950.

Business

Response:

VenmoLLC[redacted] June *, 2015 Revdex.com Complaint ResponseRe: [redacted]Case ID: [redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaintreceived via the Revdex.com dated 5/**/2015 regarding his complaintof Billing or Collection Issues and non-response from Venmo. Please find ourresponse 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] claims thathis Venmo account was accessed without his authorization and multiple fraudulentpayments were initiated. [redacted] also claims that earlier in the morningprior to the fraudulent payments, [redacted] attempted to cash out his balancefrom two authorized payments he received, however his cash out attempt was heldand had not received a response from Venmo regarding his claim not the pendingcash out. Venmo records show that [redacted] escalatedhis fraudulent activity claim on 5/**/2015 and records show that Venmo Supportresponded to [redacted] the same day. During the course of the review of thisfraudulent claim, [redacted] admitted to multiple violations of the Venmo Termsof Service. A comprehensive review of his fraudulentactivity claim supported inconsistencies in this claim. These inconsistencies inconjunction with a disputed payment notification from his payment partner resultedin a decision for the pending cash out to be cancelled, and any remaining fundsbeing returned back to his payment partner’s funding source. Furthermore, Venmoalso regrets that it can no longer offer its services to [redacted] andconsiders this issue resolved. [redacted] was advised of this decision on6/*/2015. 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:

The issue was not resolved at this point. I had a $272 pending cash out, which you deliberately canceled and returned funds to the buyer for no apparent reason. I communicated with the buyers and was informed that they haven't even been refunded by Venmo. I want the funds returned to my bank immediately, otherwise I'll be pursuing further legal action, as your reasoning for canceling my cash out can't be legal.

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.com Complaint Rebuttal ResponseRe: [redacted]Case ID: [redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted]’s (“[redacted]”) complaint rebuttalreceived via the Revdex.com dated 6/**/2015 regarding his complaintof Billing or Collection Issues from Venmo. Please find our response to [redacted]’s concerns. The complaint confirms that [redacted] believeshis payment partner has submitted the requested identification. Again, in accordance to Venmo’sPrivacy Policy, Venmo cannot speak to [redacted] regarding his paymentpartner’s account, and ask that [redacted]’s payment partner contact ourSupport team for the resolution of any account issues. Venmo will not be honoring [redacted]’s previous request to issue the$150 in funds to him and again, still considers [redacted]’s complaintresolved. 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:

Ridiculous that you won't release money that was legitimately sent to me simply because of a violation of your ToS. You're holding funds hostage, and probably will permanently. Will contact my attorney general, as you're giving me the same response over and over via Revdex.com communication.

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

Sincerely,

Review: An unauthorized charge occurred from my bank account. When I contacted venmo I specifically asked for a phone call regarding the issue they emailed me and have been unwilling to contact me by phone. They required what seems to be more than the necessary information regarding my credit card number which is the reason I wanted to speak to someone regarding it rather than communicate it via email. When I look on their site, There is no clear way to contact an actual live person. When it shows the members of the company under the "our team"link, several people are pictured in 2 or 3 locations above different names and different job titles. That seems odd!! It also does not promote my trust in a company that is that anxious to attach a friendly face to their image but not willing to talk over the phone.Desired Settlement: Contact me via email giving me a detailed explanation of what happened that the charge occurred. Contact me via telephone as I requested and apologize for failing to do so as was requested. Refund the charge. Within 48 hrs

Business

Response:

[redacted]

[redacted]VenmoLLC (“Venmo”) is in receipt of [redacted] (“[redacted]”) complaint dated 4/**/2015 receivedvia the Revdex.com. The complaint references Service Issues. Pleasefind our response to his 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.Received funds can be withdrawn to a US bank account or sent to other Venmousers. The complaint states [redacted]’s apayment was initiated from his bank account on Venmo on 3/**/2015 without [redacted]’sauthorization. [redacted] further states that when he attempted to contactVenmo regarding the unauthorized payment, he was unable to speak to arepresentative from Venmo via phone. The Venmo Support team has assisted [redacted] with the unauthorized payment inquiry by freezing the accountassociated with this payment as well as providing him instructions to follow-upwith his bank to file a claim. The complaint further requests a detailedexplanation of the payment, however in line with Venmo’s Privacy Policy onsharing information, we are unable to disclose specific details to [redacted].Venmo however is more than happy to release information to the appropriateauthorities to assist in their investigation of the matter. Regards,Venmo Compliance [redacted]

[redacted] VenmoLLC (“Venmo”) is in receipt of [redacted] (“[redacted]”) complaint dated 4/**/2015 receivedvia the Revdex.com. The complaint references Service Issues. Pleasefind our response to his 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.Received funds can be withdrawn to a US bank account or sent to other Venmousers. The complaint states [redacted]’s apayment was initiated from his bank account on Venmo on 3/**/2015 without [redacted]’sauthorization. [redacted] further states that when he attempted to contactVenmo regarding the unauthorized payment, he was unable to speak to arepresentative from Venmo via phone. The Venmo Support team has assisted [redacted] with the unauthorized payment inquiry by freezing the accountassociated with this payment as well as providing him instructions to follow-upwith his bank to file a claim. The complaint further requests a detailedexplanation of the payment, however in line with Venmo’s Privacy Policy onsharing information, we are unable to disclose specific details to [redacted].Venmo however is more than happy to release information to the appropriateauthorities to assist in their investigation of the matter. 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 failed to respond to to my repeated requests for contact over the phone as I repeatedly requested. They stated that they are "unable to field support phone calls from users". After requiring that I transmit info such as my card number via email 'but I’ll need the first and last four digits of that card in order to locate the charges in our payment gateway.'their response was [redacted]

Sincerely,

Business

Response:

[redacted]

[redacted]Venmo LLC (“Venmo”) is in receipt of [redacted] (“[redacted]”) complaint rebuttal dated 4/**/2015 received via the Revdex.com. The complaint references Service Issues. Please find our response to his concerns.The complaint rebuttal states [redacted]’s concerns are the following: Venmo bank account verification process, Venmo refusal to contact him via phone, and Venmo refusal to return related funds to his bank account.Records show the $183 unauthorized payment was made from [redacted]’s bank account, however [redacted]’s debit card (tied to his bank account) was the payment method that was on Venmo. Due to this, Venmo’s micro-deposit verification process for bank account verification could not be utilized. Furthermore, returning funds to a confirmed compromised bank account is not in line with Venmo policy, as doing so may result in exposure to both Venmo and [redacted]. Records show that [redacted] has disputed the payment with his bank, which is the preferred way for individuals whose financial instruments have been compromised to be processed. [redacted] further states that when he attempted to contact Venmo regarding the unauthorized payment, he was unable to speak to a representative from Venmo via phone despite repeated requests. The Venmo Support team had assisted [redacted] with the unauthorized payment inquiry by restricting the Venmo account in question providing [redacted] the recommended steps to file a claim with his bank that limited additional exposure. On 4/**/2015, [redacted] was also advised that the Support team did not field support phone calls, however Venmo believes that it had addressed [redacted]’s unauthorized payment inquiry accordingly through email communication. 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:

They have not communicated with me in the form that I requested via telephone. Any business should be willing to communicate in this form. If they desire communication via email so they have a written record they should at least be willing to respond to my phone call over the phone to inform me of that. For lots of people this is still a preferred method of communication. When I am dealing with issues relating to personal information being compromised, they should not require the communication to be made over email. Email is not considered to be secure by all financial institutions. If they are in the business of managing accounts for 'a lot of users' as they state they should get they appropriate staff to field phone calls. At least after my fourth request for a phone call they should have reached out in the manner I requested. They did not even address their inability to respond via telephone until my fourth written request and two voicemail requests, up to that point they just ignored that portion of my email in their responses. As far as them giving me instruction on the steps I should take, those are the standard steps that my financial institution takes once they are aware of the situation. Their service seems tailored to people who would be wishing to make use of stolen information, no other indicators of a fraudulent use of my card showed up in the two weeks while I tried to address the issue. Why would the person choose to use my card info on venmo and not elsewhere? Because their service makes it easy! Why did they not freeze the account of the party who recieved the payment? Did they take any steps to help my financial institution? They make no apology for the inconvenience caused by this issue. The fact that they have not even apologized with a PHONE CALL is poor customer service.

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

Sincerely,

Review: Venmo is a financial transaction service application for andriod and ios users that doesn't protect its customers.

I had someone contact me asking if I accepted Venmo as a payment option. I obliged and and signed up for Venmo. Venmo user [redacted] sent me a $260 payment thru Venmo on Friday 2/**/2015. I went to withdraw the fund on 3/*/2015 after I had shipped the shoes. Venmo froze my account due to security reasons. After being contacted by fraud department I provided a digital copy of driver's license, credit card, and bank statement to unfreeze my account. After fraud unfroze my account they notified me that the payment sent to me came back insufficient funds and to contact the seller. I contacted seller, and didn't receive any form of response. I researched the individual who sent the money and found out I wasn't the only one who fell for the same scam by the same individual. I notified Venmo of my findings and never received a response. Instead Venmo has frozen my account again, and hasn't responded to any of my complaints. Better yet I was contacted thru Venmo by another individual concerned about dealing with [redacted]. I tried to tell Venmo of scams people are running on their site, but instead they want to block my account. Terrible to deal with, and will never use them again!Desired Settlement: I'd like to receive my $260 payment that I'm owed.

Business

Response:

Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received via the Revdex.comdated 3/**/2015 regarding his complaint of Billing or Collection Issues andnon-response from Venmo. Please find ourresponse to his concerns below. Uponfurther review of the Revdex.com complaint letter received for [redacted], he claims his Venmo account is frozen as he fell victim to ascam, and also claims he never received a response from Venmo regarding hisinquiries. Pleasefind our response to [redacted]’s 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 use Venmo for the purpose of selling with what appears to be an unknownthird party to [redacted]. Please note when a Venmo user chooses to use the Venmoservice they also agree to Venmo’s Terms of Service/User Agreement. As the Venmo service ispredominantly Peer 2 Peer, it does not permit merchants to make sales viaVenmo, nor do we offer buyer or seller protection. Business usage of Venmorequires an application and explicit authorization, for which [redacted] and his paymentpartner did not have. For more information, please see section C(1)(b) of theVenmo User Agreement. Venmo records support Venmo prefunded the initial$260 payment that [redacted]’s payment partner sent, however it was determinedthat through notification of the payment partner’s bank, that the designated fundingsource did not have a sufficient balance to process this initiated payment. Toprevent a loss to Venmo, as stated in the Venmo User Agreement, Venmo tookefforts to recover the funds in question from [redacted]’s balance. Restrictions wereplaced on [redacted]’s account when Venmo received notification of the paymentfailure and had reviewed the overall activity on the related accounts. The complaint further states that [redacted] didnot receive a response from Venmo. Records support that Venmo initiatedcommunication with [redacted] on 3/*/2015, and has been in communication with [redacted]

[redacted] with every communication submitted. Venmomaintains that it is not liable for [redacted]’s violation of the Venmo Terms ofService. Based on this, Venmo will not be honoring [redacted]’s request for the $260he feels is owed to him. Regards,VenmoCompliance

Froze 526 dollars of mine for 3 weeks! Still haven't gotten the money or even heard back from venmo for over a week and a half. Business doesn't have phone number. Stole 500+ dollars of mine when the money was for my birthday and Christmas. NEVER USE THIS APP!

DO NOT USE!!! my friend and I are in limbo hell, their customer support is non-existent, who knows if you'll ever get your money back...they ask for pictures of your bank statement, cards associated with account, drivers license and wont complete transaction once they have the money...seems like a slicker version of a [redacted] scam, I got hustled and am now out 1000.00 dollars DO NOT USE!!!

Review: I paid my daughter 783.00 via venmo.. she then repaid me back the money via venmo and also repaid me back for her airline ticket.. I did not misuse the app nor violate anything from them, this is not a purchase of goods or any business deals. I received the money from my daughter into my venmo app, then I transferred into my bank account, I newly open that account and added it to my account so I could see if there was a delay of some sort as well. they deposited small amounts into my account I was guessing for verification purposed, thats fine.. but then my funds never showed up! and my account was frozen, I called my daughter and she as well check her account .. the money was taken from her account, not returned, nor in her venmo account, and her account was frozen as well!! we did nothing wrong with this company, I emailed and got a automatic response saying they looked into my account and they contacted the right department to take over . I have been sending numerous amount of messages to them with not luck of a response.. My daughter then reached out to them via [redacted], she recieved a response that said hes looking into the account, and that he sent it again to the right department.. she messaged him numerous times again without any responses.. this is ridiculous! our money is in limbo somewhere and its the day before new years and we dont have this money. nor an explanation of where it is... when we should expect the be unfrozen or why we are frozen, and when the fucnds would be deposited.. this company should be shut down for so many unsuccessful attempts to be contacted and stolen money.Desired Settlement: I would like me money to be deposited into my account and be unfrozen,, I did nothing wrong with this company, you withdrew the funds from my daughter and we have the proof from the bank, and its niether in my venmo account no hers and in neither bank accounts. I want my money. and want this business closed down for so many wrongful things to people that are being overlooked.

Consumer

Response:

At this time, I have not been contacted by Venmo Inc. regarding complaint ID [redacted]. Nobody has answered my emails apparently they don't have a customer service number , I was being contact by someone inquiring to be from venmo but he scammed me out of 80.00$ for a transaction fee for them to send my money. I don't know if he was in fact from the company or an outsider but I was scammed twice by this company with no correspondence. Sincerely,[redacted]

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 the original payments failed due to the closure of the funding bank account. 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 Disputes | Venmo

Review: Venmo froze my account 2 weeks ago and has not told me how to get my account unfrozen. There was $1,035 in my account, which I have not been able to get access to, to deposit in my bank account. The customer service methods are painfully slow and nobody has given me anything resembling an answer to my questions. This money was in my account. How can it just be taken based on something that Venmo is guessing may have happened? I didn't break any terms of service. I have been not allowed to pay rent because of my frozen account and have all kinds of financial headaches and they won't answer me.Desired Settlement: I would like to be able to deposit the money that was in my account. That's all I want.

Consumer

Response:

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

Business

Response:

[redacted]

[redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received viathe Revdex.com dated 6/**/2014 regarding his complaint regarding hisissues with the Service Issues. Please find our response to their concernsbelow 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] claims he received $1,035 in funds that he was unable to transferto his bank account. Venmo records support that the multiple paymentattempts initiated by [redacted]’s paymentpartner raised a number of security flags. Venmo had prefunded these receivedpayments, however multiple security flags were raised and the cash out paymentwas placed on hold until the matter could be investigated. Venmo receivednotification from his payment sender’s respective bank that the payment wasdisputed/chargeback, as they were not authorized. As a result of thist, Venmoreversed the bank transfer back to his payment partner’s funding instrument toprevent a loss to Venmo. The Venmo team has communicated the currentstatus of his payment on 7/**/2015. Venmo is unable to comply with [redacted]’s request to complete his cash out as the payment sender he transactedwith did not authorize the payment. Venmo recommends that he follow up with hispayment partner on the matter. Based on this information, Venmo considers thisissue resolved. Regards,VenmoCompliance [redacted]

Review: My fiance and I signed up for Venmo simultaneously while sitting next to each other on Feb. [redacted]. As a test, I transferred 10 dollars to her account. This was processed successfully within hours. When she attempted to process $2000 to me (after reading their transfer limit), we were told the transfer would be received Feb.[redacted] Feb. [redacted] I received an email stating that my account had been frozen until documentation had been provided. My fiancé and I both immediately submitted all of the required information that same day. The money had already been removed from her account but still shows my account in "frozen" status. I emailed 6 total times to the different support addresses and was directed (BY [redacted] @ Venmo support) to respond to the email (from [redacted]@Venmo support) thathe originally requested the documentation. I did this 3 times and still no response. After further research, I found their support phone number and was directed by the automated system to respond via email. I have still not received ANY response about my account status, my transfer, or funds. I finally decided to [redacted] message Venmo and did receive a reply within seconds stating "the security team has your paperwork and should be working on it now."

I have a lot of faith in this company and have learned a lot about them and their success lately. I would continue to use this service and even recommend it if I could get an actual resolution to my problem. All I am asking for is the same as others: A RESPONSE TO MY ISSUE. Even if my funds will not be available or refined to my fiancé, I would at least hope a week has been long enough to reply to at least one of my emails.

Business

Response:

[redacted]

[redacted] I am writing on behalf of [redacted]. in response to your complaint regarding [redacted]’s Venmo product. Your complaint states that you received a payment via Venmo in the amount of $2,000.00 and these funds have not been released to you. You also state that your Venmo Account has been frozen. Description of Relief At the outset, it is important to note that on February **, 2016, we restored full access to your Venmo Account. Response On February **, 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 US Bank account (“Bank Account”) to your Venmo Account to be used for payments and withdrawals. On February **, 2016 you received a $2,000.00 payment from your sender (“Sender”). On the same day, you sent a payment in the amount of $10.00 to Sender. You also initiated a withdrawal of $1,990.00 to your Bank Account. Because your Venmo Account was new and receiving a high dollar payment, 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 $1,990.00 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 $1,990.00 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]. 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: On December [redacted], 2015 I received a payment of $650 through Venmo that I then transferred to my VALID and VERIFIED bank account. I've received payments in the past through Venmo that I had no problem transferring to my bank account. In fact just recently I was able to make three different transfers to my bank account in one day and had no problem. Suddenly I receive this money and attempt to transfer it to my account and it did not show up when it was supposed to. I questioned Venmo Support as to what the problem was and the next thing I know my account is frozen. They tell me that they need some information from me and I've since provided them ALL of that information, however I no longer am able to contact them nor have I heard anything from them. They DO NOT have any phone numbers where they can be reached. They DO NOT respond to you once they have decided to freeze your account and they also DO NOT seem to care about the fact that it would make things much easier if they provided more options to get in touch with them. This is a company that handles money and has my bank account, personal information including ss# etc and credit card info on file, yet they are tougher to reach than the President of the USA.

At the end of the day I just want my money and I want it transferred to my bank account NOW. I've provided everything they've asked for to confirm I am me so I'm not sure what else would be needed in order to release my funds to me.

**Please keep in mind that I have screenshots to backup everything I've said.**Desired Settlement: The desired outcome that I want is A. to have my money deposited into my bank account; B. have my account unfrozen; and C. Have Venmo revamp its policies and create a whole new customer service/resolution services department that has PHONE NUMBERS and convenient ways of contacting them when these kinds of things occur.

GIVE ME MY MONEY!

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 that he did not receive the $650.00 in funds after he attempted to transfer these funds from his Venmo account to his bank account. Venmo records show that the payments initiated on December **, 2015 and December **, 2015 for the amounts of $650.00 each were processed initially by Venmo, however Venmo subsequently received notification from the original payee's bank that these payments failed due to insufficient funds. Venmo notified [redacted] of this on December [redacted], 2015. A review conducted also shows that [redacted] violated the Venmo User Agreement by using his personal account to conduct non-approved business activity. Due to these reasons, Venmo did not allow [redacted] to transfer the payments referenced by [redacted] as Venmo did not receive these funds from the payee’s banking institution. As such, Venmo will not provide [redacted] with the $650.00 referenced 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:

Review: VENMO TAKES PEOPLES MONEY. THEY FREEZE PEOPLES ACCOUNTS AND MAKE FUNDS INACCESSIBLE. THEY DONT RESPOND TO CUSTOMER SERVICE REQUEST. THEY DONT HAVE A PHONE NUMBER TO CONTACT IN CASE OF PROBLEMS. THERE IS MONEY FROZEN IN MY ACCOUNT AND I CAN NOT RETRIEVE MY FUNDS. THEY ARE LITERALLY STEALING MONEY AND HOLDING IT FOR AS LONG AS THEY DECIDE. MY ACCOUNT REMAINS FROZEN AND MY FUDNDS REMAIN LOCKED IN THEY SYSTEM. THIS IS FRAUD AT THE HIGHEST LEVEL. THE FBI, FTC, NEEDS TO INVESTIGATE THIS COMPANY.Desired Settlement: PLEASE RELEASE THE FUNDS FROM MY ACCOUNT NOW!!

Business

Response:

February *, 2015 Revdex.com Complaint Response Re: [redacted] Case ID [redacted] Venmo, LLC (“Venmo”) is in receipt of [redacted] ([redacted]) complaint received via the Revdex.com dated January *, 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 his account was restricted and funds were held. Venmo records show that a security flag was raised when a review of [redacted]’s account was conducted on 12/**/2015. Restrictions were placed [redacted]’s account, and records show that the review was completed once [redacted] completed the necessary steps requested. Based on his completing the request, on 1/*/2015, Venmo made the decision to release the hold on [redacted]’s Venmo account. The Venmo Compliance team advised [redacted] of this decision on 1/*/2015 as well. Based on this information, Venmo believes that this complaint has been successfully resolved. Regards, Venmo Compliance [redacted]

Review: Venmo has stolen $514.00 from me. My friend "[redacted]" transferred $514.00 from his venmo account to mines. Estimated arrival time promised 24-hours later. 3 days went by and I reach out to Venom. Shortly, my friend and I received an email stating we needed to confirm our identity. Immediately, we did so and provided the needed documentation. That was well over a three weeks ago.

Each day since, I've shot countless emails and reach out in all forms of communication. Yet, no one has gotten back to me. In fact, everyone has stopped responding to me from the "app chat," "[redacted] page," you name it.

I need my $512.00 released ASAP.Desired Settlement: Give my money back.

Business

Response:

[redacted]

[redacted]Venmo LLC (“Venmo”) is in

receipt of [redacted]’s (“[redacted]”) complaint received via the Revdex.com dated 11/*/2015

regarding his Delivery 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 original complaint

confirms, [redacted] is claiming that funds in the amount of $514.00 were

frozen from his Venmo account after his attempt to transfer these received

funds to his bank account. This payment triggered some security flags that

resulted in the payment to be held, pending additional review. On 10/**/2015,

Venmo requested verification documents to confirm the identity of the payment

sender and recipient. To this date, we have not received all of the requested

documents. On 11/*/2015, as a courtesy,

Venmo made the decision to reverse the $514.00 back to the payment sender’s

account. [redacted]’s payment partner is free to transfer these funds

back to their bank account at their

convenience. Venmo initiated this reversal of funds as a result of multiple

security flags raised related to the payment.Venmo recommends for [redacted]

to follow-up directly with his payment partner on the matter. Based on this information,

Venmo feels that [redacted]’s 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:

On 10/**/2015, Venmo requested verification documents for me (the recipient) to confirm my identity. 10/**/2015 I provided requested documents. 10/**/2015 – 10/**/2015 I reached out to Venom Support’s through email and [redacted] with no response. Representative Kenneth C. finally responded 10/**/2015, “Hello Ira, Thanks for sending these in, I’ve added these documents to your account. We’ve been waiting for your transactor to follow up with the same documentation, since [redacted] was the user who originally sent you the payment. As soon as we have documents from him, we’ll be able to unfreeze your account and issue your cash out.”Sender, [redacted] never received the email to prove his identity. However, [redacted] provided each requested document on 10/**/2015 as requested. Myself (the recipient) and sender [redacted] continued to reach out to Venmo support between 10/**/2015 – 11/*/2015 with no response. Finally, on 11/*/2015, Venmo made the decision to reverse the $514.00 back to the sender [redacted]’s account. We tried sending the money back to his account but was told that the transaction was unable to be processed because his account was still frozen. After publically acknowledging our dispute on Facebook, we received the following email from representative, Eric M. 11/**/2015, “Thanks for your earlier [redacted] post. I apologize for any inconvenience or delay. At your convenience, you should be able to access your Venmo account and initiate a bank transfer. Please add & utilize the bank account you had previously saved (-5790). If you encounter any issues with submitting the bank transfer, please do not hesitate to let me know.” [redacted] is still not able to transfer these funds back into his original bank account. [redacted] replied to Eric M. 11/**/2015, 11/**/2015, and 11/**/2015 “I continue to receive ‘Unable to process because your account is frozen. Learn more.’ What next?”We have yet to hear from Kenneth C., Eric M., or venom support. Based on this information, I feel that this complaint is still unresolved.

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]’s (“[redacted]”) rebuttal complaint received via the Revdex.com

dated 11/**/2015 regarding his Delivery Issues.

Please find our response to his concerns below as well as background on

Venmo. [redacted]’s rebuttal claims that his payment partner has not been able to transfer the $514.00 in funds

in question and that he has not heard from Venmo regarding the issue. Venmo records show that the

payment in question had been returned to [redacted]’s payment partner. Due to

its Privacy Policy, it is unable to speak to the status of any transactions or

accounts of other Venmo users. Venmo recommends for [redacted]

to follow-up directly with his payment partner for details of the payment in

question. Venmo is currently reviewing the documents received by [redacted] for and

overall case for consideration and will have the appropriate team reach out to

him regarding the current restrictions on his account shortly.Regards,Venmo

Compliance [redacted]

Review: I opened an account and was told it was frozen because I needed to send documentation. I sent said documentation promptly and within 2 days received a response thanking me for sending said documentation. Documentation includes sensitive information such as my state issued drivers license, a picture of the last four digits of my debit card and a picture of my bank statement (including the last four digits of my account number.) Now two weeks later, I wish to cancel my account because of extremely poor customer service and overall bad business practices. I sent them an email asking for my account to be unfrozen so I could proceed to cancel said account. I received an automated response that I would be contacted within 48 hours. It has been 4 1/2 days since I sent said email. I contacted them again today via email and social networking to no avail. The "customer service" department consists solely of an email support system which just sends automated emails back. Who knows, when or if someone actually reads the emails.Desired Settlement: My desired outcome is to get the word out to the public of this scam of a business so that no one else is treated as poorly as I have been. I want to cancel my account. I would not like my sensitive information to be available to anyone associated with this company.

Business

Response:

VenmoLLC[redacted] June **, 2015 Revdex.com Complaint ResponseRe: [redacted]Case ID: [redacted] Venmo LLC (“Venmo”) is inreceipt of [redacted] (“[redacted]”) complaint received via the Revdex.comdated 6/**/2015 regarding her complaint of Customer Service Issues from Venmo. Pleasefind 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. Venmo records show that [redacted] attempted tocash out her balance from payments she received on 5/**2015. Venmo hadprefunded these received payments, however security flags were raised and thecash out payment was placed on hold until the matter could be investigated. Aspart of the investigation, Venmo Risk group reached out to [redacted] for moreinformation. On 5/**/2015, [redacted] provided a response to Venmo’s Risk group,however on 6/*/2015, Venmo received notification from her payment sender’srespective banks that the payments failed due to the bank account being frozen.Since Venmo had initially prefunded the payment, Venmo held the cash out of thebalance on [redacted]’ account to prevent a loss to Venmo. As the complaint states, [redacted] requests forher account to be cancelled and information to be deleted. As part of Venmo’sobligation as a regulated Money Service Business, it is required to retain certaininformation in order to comply with legal requirements. Venmo Compliance teamhas communicated with [redacted] inquiring about her payment on 6/**/2015, aswell as 6/**/215. To date, Venmo has not heard back from [redacted] regardingher account activity, however we look forward to resolving the matter with [redacted]. Regards,VenmoCompliance [redacted]

Review: I sent a payment of $604 on Venmo. When I clicked select your payment option, nothing dropped down, and my debit card was automatically selected for the payment. Unfortunately, it appears my debit card was charged a 3% fee for this transaction. All I want is for venmo to swap this payment from my debit card to my bank account. I will even let Venmo charge my bank account for the $604, wait for it to clear, and then you can issue me my $622.12 refund. I have tried contacting support numerous time but all I get is an automated response about how you don't refund fees. I'm not asking for a fee refund, I'm asking for you to put the transaction on my bank account instead of my debit card, thus removing the fee.Desired Settlement: Charge my bank account for $604. Refund my debit card the $622.12

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,