{"id":"venmo","page":"https://escalate.alexgaoth.com/#/c/venmo","html":"https://escalate.alexgaoth.com/c/venmo/","generated":"2026-10-15","company":{"id":"venmo","name":"Venmo","aliases":["venmo purchase protection","venmo debit card"],"sector":"payments","parent":"PayPal Holdings, Inc. (services provided by PayPal, Inc.)","website":"https://venmo.com","official_domains":["venmo.com"],"security":{"never_asks":[{"kind":"policy","claim":"A Venmo agent will never ask for the verification code sent to your phone, under any circumstances.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask to access your device remotely or ask you to install a third-party app.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask you to send money to verify your account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never tell you to send money from your Venmo account to another user through a different payment platform.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never create an account on your behalf, so a caller who asks you to log in to an account they created for you is not Venmo.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer tries to sign in to your account, which sends a code to your phone, then calls you pretending to be Venmo and asks you to read the code out. Variations ask you to log in to an account they created or to send a payment to another Venmo account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"A stranger sends you a payment, says it was a mistake, and asks you to send the money back as a new payment. Venmo says to contact it as soon as possible so it can help reverse the payment.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"When you sell to a stranger, a scammer may send screenshots of fake emails that make it look like they paid you, or say the payment will reach you only after you ship and upload tracking. Venmo says this is not a feature it provides.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send texts or emails with a link saying you won money from Venmo, and the link asks you to sign in or enter account information. Venmo says to enter your login only on Venmo.com or in the Venmo app; Venmo emails come only from addresses ending in venmo.com.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, websites, texts or calls that claim to be from Venmo","value":"phishing@venmo.com","purposes":["fraud"],"notes":"Forward the email as an attachment, or send the website link. For a text or call, send a screenshot that shows the full phone number. This is an automated inbox, so do not include personal information. Venmo says it sometimes texts from 86753 about actions on your account.","source":"https://help.venmo.com/cs/articles/reporting-fake-or-suspicious-messages-or-emails-vhel245","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"Venmo is a service of PayPal, Inc.; written error notices and legal notices go to PayPal's Omaha P.O. box. The current Venmo User Agreement is effective August 24, 2026. Venmo Credit Card disputes go to the issuer, Synchrony Bank, not to Venmo.","channels":[{"id":"support-phone","type":"phone","label":"Venmo General Support","value":"+1-855-812-4430","hours":"Every day 8 AM to 8 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","fraud"],"access":"human_only","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"app","label":"Chat with Venmo Support in the app (Me > Settings > Get Help > Chat With Us)","value":"Venmo app > Me > Settings > Get Help > Chat With Us","hours":"8 AM to 7:45 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","fraud","account_access"],"access":"login","notes":"Ask for a live agent. Have the date, amount and the other user's username ready.","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"in-app-dispute","type":"app","label":"Dispute a transaction in the app (Me > transaction > Need Help?)","value":"Venmo app > Me tab > select the transaction > Need Help?","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Most Venmo transactions can be disputed here. Venmo Debit Card transactions and online purchases cannot be disputed or reported as unauthorized in the app; contact Support instead.","source":"https://help.venmo.com/cs/articles/opening-a-dispute-vhel113","last_verified":"2026-10-12"},{"id":"virtual-assistant","type":"chat","label":"Venmo virtual assistant and contact options","value":"https://help.venmo.com/cs/contact-us","hours":"24/7 (virtual assistant)","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Venmo Help Center request form","value":"https://help.venmo.com/hc/en-us/requests/new","purposes":["unauthorized_charge","transaction_dispute","frozen_funds"],"notes":"The User Agreement lists this form for errors, unauthorized transactions and Purchase Protection disputes.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Inc., Attn: Venmo Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"id":"debit-card-phone","type":"phone","label":"Venmo Debit Card (deactivate card, unauthorized card charges)","value":"+1-855-204-4090","hours":"Card deactivation 24 hours a day; live agents for disputes 9 AM to 5 PM CT Mon-Fri","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://help.venmo.com/hc/en-us/articles/360001264187-What-do-I-do-if-there-s-an-unauthorized-charge-on-my-Venmo-Debit-Card-","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"in-app-chat"},{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint","channel":"error-resolution-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The Venmo User Agreement requires individual arbitration; opt-out by written notice within 30 days of first accepting it."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Tell Venmo at once through in-app chat or a dispute; send written notice for other errors within 60 days of the statement.","evidence":["date and amount of the transaction","the other user's username","Venmo statement"],"steps":[{"do":"Contact Venmo Support right away through in-app chat and ask for an agent.","channel":"in-app-chat"},{"do":"Open a dispute on the transaction in the app (Me > transaction > Need Help?). Reset the password if prompted.","channel":"in-app-dispute"},{"do":"For a Venmo Debit Card charge, lock the card in the Cards tab, or call the debit card line if you cannot open the app.","channel":"debit-card-phone"},{"do":"For a Venmo Credit Card charge, contact the issuer, Synchrony Bank, using the number on the back of the card."},{"do":"Put the error in writing to the Venmo Error Resolution Department and keep a copy.","channel":"error-resolution-mail"},{"do":"If Venmo does not fix it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"If the Venmo statement shows transfers you did not make, Venmo says to tell it at once.","issues":["unauthorized_charge","fraud"],"source":"https://help.venmo.com/cs/articles/dispute-filing-timeframes-vhel359","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Other errors must be disputed within 60 days after Venmo provides the account statement on which the problem first appeared.","issues":["unauthorized_charge","billing_error"],"source":"https://help.venmo.com/cs/articles/dispute-filing-timeframes-vhel359","last_verified":"2026-10-12"},{"kind":"process","claim":"Venmo determines whether an error occurred within 10 Business Days after it hears from you, and may take up to 45 days to investigate if it needs more time.","issues":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Use Venmo Purchase Protection for goods-and-services payments within 180 days of the purchase.","evidence":["transaction marked as goods and services or paid to a business profile","listing or order","messages with the seller","tracking"],"steps":[{"do":"Check that the payment was to a business profile or marked as for goods and services. Personal payments are not covered."},{"do":"Open a dispute within 180 days through in-app chat, the contact form or by phone.","channel":"in-app-dispute"},{"do":"If Venmo decides against you and you have new information, ask for an appeal."},{"do":"If Venmo does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Under Venmo Purchase Protection, open a dispute within 180 days of the date the purchase was made.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Purchase Protection covers certain qualifying payments made to a business profile or marked as for goods and services.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"For a card-funded purchase you must choose between Venmo Purchase Protection and a dispute with your card issuer; you cannot do both at the same time.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo's Purchase Protection decision is final, but you may be able to appeal with new or compelling information or if you believe there was an error in the decision.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Ask Venmo Support in writing why money is held and when it will be released; holds can last up to 180 days.","evidence":["hold or limitation notice","transaction IDs","documents Venmo requested"],"steps":[{"do":"Ask Venmo Support for the reason for the hold and the release date. Use chat or the request form so you have a record.","channel":"contact-form"},{"do":"Send any verification documents Venmo asks for."},{"do":"If the money is not released, complain to the CFPB and your state financial regulator.","regulator":"cfpb"}],"facts":[{"kind":"limit","claim":"Risk-based holds may remain in place for up to 180 days from the date the transaction was made.","issues":["frozen_funds"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Venmo Credit Card transactions must be disputed with Synchrony Bank, not in the Venmo app.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://help.venmo.com/cs/articles/opening-a-dispute-vhel113","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Venmo User Agreement includes individual arbitration, a class action waiver and a jury trial waiver. You can opt out by written notice postmarked no later than 30 days after you first accept the agreement.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}],"known_blockers":["In-app chat and in-app disputes need the account holder signed in to the Venmo app.","Venmo Debit Card transactions and online purchases cannot be disputed in the app; they need Support.","Payments to friends that are not marked as goods and services are not covered by Purchase Protection."]},"playbooks":{"unauthorized_charge":{"company":{"id":"venmo","name":"Venmo","sector":"payments","website":"https://venmo.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Tell Venmo at once through in-app chat or a dispute; send written notice for other errors within 60 days of the statement.","evidence":["date and amount of the transaction","the other user's username","Venmo statement"],"steps":[{"do":"Contact Venmo Support right away through in-app chat and ask for an agent.","channel":{"id":"in-app-chat","type":"app","label":"Chat with Venmo Support in the app (Me > Settings > Get Help > Chat With Us)","value":"Venmo app > Me > Settings > Get Help > Chat With Us","hours":"8 AM to 7:45 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","fraud","account_access"],"access":"login","notes":"Ask for a live agent. Have the date, amount and the other user's username ready.","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"}},{"do":"Open a dispute on the transaction in the app (Me > transaction > Need Help?). Reset the password if prompted.","channel":{"id":"in-app-dispute","type":"app","label":"Dispute a transaction in the app (Me > transaction > Need Help?)","value":"Venmo app > Me tab > select the transaction > Need Help?","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Most Venmo transactions can be disputed here. Venmo Debit Card transactions and online purchases cannot be disputed or reported as unauthorized in the app; contact Support instead.","source":"https://help.venmo.com/cs/articles/opening-a-dispute-vhel113","last_verified":"2026-10-12"}},{"do":"For a Venmo Debit Card charge, lock the card in the Cards tab, or call the debit card line if you cannot open the app.","channel":{"id":"debit-card-phone","type":"phone","label":"Venmo Debit Card (deactivate card, unauthorized card charges)","value":"+1-855-204-4090","hours":"Card deactivation 24 hours a day; live agents for disputes 9 AM to 5 PM CT Mon-Fri","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://help.venmo.com/hc/en-us/articles/360001264187-What-do-I-do-if-there-s-an-unauthorized-charge-on-my-Venmo-Debit-Card-","last_verified":"2026-10-12"}},{"do":"For a Venmo Credit Card charge, contact the issuer, Synchrony Bank, using the number on the back of the card."},{"do":"Put the error in writing to the Venmo Error Resolution Department and keep a copy.","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Inc., Attn: Venmo Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}},{"do":"If Venmo does not fix it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Venmo General Support","value":"+1-855-812-4430","hours":"Every day 8 AM to 8 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","fraud"],"access":"human_only","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"app","label":"Chat with Venmo Support in the app (Me > Settings > Get Help > Chat With Us)","value":"Venmo app > Me > Settings > Get Help > Chat With Us","hours":"8 AM to 7:45 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","fraud","account_access"],"access":"login","notes":"Ask for a live agent. Have the date, amount and the other user's username ready.","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"in-app-dispute","type":"app","label":"Dispute a transaction in the app (Me > transaction > Need Help?)","value":"Venmo app > Me tab > select the transaction > Need Help?","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Most Venmo transactions can be disputed here. Venmo Debit Card transactions and online purchases cannot be disputed or reported as unauthorized in the app; contact Support instead.","source":"https://help.venmo.com/cs/articles/opening-a-dispute-vhel113","last_verified":"2026-10-12"},{"id":"virtual-assistant","type":"chat","label":"Venmo virtual assistant and contact options","value":"https://help.venmo.com/cs/contact-us","hours":"24/7 (virtual assistant)","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Venmo Help Center request form","value":"https://help.venmo.com/hc/en-us/requests/new","purposes":["unauthorized_charge","transaction_dispute","frozen_funds"],"notes":"The User Agreement lists this form for errors, unauthorized transactions and Purchase Protection disputes.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Inc., Attn: Venmo Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"id":"debit-card-phone","type":"phone","label":"Venmo Debit Card (deactivate card, unauthorized card charges)","value":"+1-855-204-4090","hours":"Card deactivation 24 hours a day; live agents for disputes 9 AM to 5 PM CT Mon-Fri","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://help.venmo.com/hc/en-us/articles/360001264187-What-do-I-do-if-there-s-an-unauthorized-charge-on-my-Venmo-Debit-Card-","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the Venmo statement shows transfers you did not make, Venmo says to tell it at once.","issues":["unauthorized_charge","fraud"],"source":"https://help.venmo.com/cs/articles/dispute-filing-timeframes-vhel359","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Other errors must be disputed within 60 days after Venmo provides the account statement on which the problem first appeared.","issues":["unauthorized_charge","billing_error"],"source":"https://help.venmo.com/cs/articles/dispute-filing-timeframes-vhel359","last_verified":"2026-10-12"},{"kind":"process","claim":"Venmo determines whether an error occurred within 10 Business Days after it hears from you, and may take up to 45 days to investigate if it needs more time.","issues":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo Credit Card transactions must be disputed with Synchrony Bank, not in the Venmo app.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://help.venmo.com/cs/articles/opening-a-dispute-vhel113","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Venmo User Agreement includes individual arbitration, a class action waiver and a jury trial waiver. You can opt out by written notice postmarked no later than 30 days after you first accept the agreement.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Chat with Venmo Support in the app (Me > Settings > Get Help > Chat With Us)","value":"Venmo app > Me > Settings > Get Help > Chat With Us","hours":"8 AM to 7:45 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","fraud","account_access"],"access":"login","notes":"Ask for a live agent. Have the date, amount and the other user's username ready.","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Venmo General Support","value":"+1-855-812-4430","hours":"Every day 8 AM to 8 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","fraud"],"access":"human_only","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Inc., Attn: Venmo Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Venmo User Agreement requires individual arbitration; opt-out by written notice within 30 days of first accepting it."}],"known_blockers":["In-app chat and in-app disputes need the account holder signed in to the Venmo app.","Venmo Debit Card transactions and online purchases cannot be disputed in the app; they need Support.","Payments to friends that are not marked as goods and services are not covered by Purchase Protection."],"security":{"official_domains":["venmo.com"],"never_asks":[{"kind":"policy","claim":"A Venmo agent will never ask for the verification code sent to your phone, under any circumstances.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask to access your device remotely or ask you to install a third-party app.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask you to send money to verify your account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never tell you to send money from your Venmo account to another user through a different payment platform.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never create an account on your behalf, so a caller who asks you to log in to an account they created for you is not Venmo.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer tries to sign in to your account, which sends a code to your phone, then calls you pretending to be Venmo and asks you to read the code out. Variations ask you to log in to an account they created or to send a payment to another Venmo account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"A stranger sends you a payment, says it was a mistake, and asks you to send the money back as a new payment. Venmo says to contact it as soon as possible so it can help reverse the payment.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"When you sell to a stranger, a scammer may send screenshots of fake emails that make it look like they paid you, or say the payment will reach you only after you ship and upload tracking. Venmo says this is not a feature it provides.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send texts or emails with a link saying you won money from Venmo, and the link asks you to sign in or enter account information. Venmo says to enter your login only on Venmo.com or in the Venmo app; Venmo emails come only from addresses ending in venmo.com.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, websites, texts or calls that claim to be from Venmo","value":"phishing@venmo.com","purposes":["fraud"],"notes":"Forward the email as an attachment, or send the website link. For a text or call, send a screenshot that shows the full phone number. This is an automated inbox, so do not include personal information. Venmo says it sometimes texts from 86753 about actions on your account.","source":"https://help.venmo.com/cs/articles/reporting-fake-or-suspicious-messages-or-emails-vhel245","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":27},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Venmo is a service of PayPal, Inc.; written error notices and legal notices go to PayPal's Omaha P.O. box. The current Venmo User Agreement is effective August 24, 2026. Venmo Credit Card disputes go to the issuer, Synchrony Bank, not to Venmo.","warnings":[]},"transaction_dispute":{"company":{"id":"venmo","name":"Venmo","sector":"payments","website":"https://venmo.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Use Venmo Purchase Protection for goods-and-services payments within 180 days of the purchase.","evidence":["transaction marked as goods and services or paid to a business profile","listing or order","messages with the seller","tracking"],"steps":[{"do":"Check that the payment was to a business profile or marked as for goods and services. Personal payments are not covered."},{"do":"Open a dispute within 180 days through in-app chat, the contact form or by phone.","channel":{"id":"in-app-dispute","type":"app","label":"Dispute a transaction in the app (Me > transaction > Need Help?)","value":"Venmo app > Me tab > select the transaction > Need Help?","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Most Venmo transactions can be disputed here. Venmo Debit Card transactions and online purchases cannot be disputed or reported as unauthorized in the app; contact Support instead.","source":"https://help.venmo.com/cs/articles/opening-a-dispute-vhel113","last_verified":"2026-10-12"}},{"do":"If Venmo decides against you and you have new information, ask for an appeal."},{"do":"If Venmo does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Venmo General Support","value":"+1-855-812-4430","hours":"Every day 8 AM to 8 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","fraud"],"access":"human_only","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"app","label":"Chat with Venmo Support in the app (Me > Settings > Get Help > Chat With Us)","value":"Venmo app > Me > Settings > Get Help > Chat With Us","hours":"8 AM to 7:45 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","fraud","account_access"],"access":"login","notes":"Ask for a live agent. Have the date, amount and the other user's username ready.","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"in-app-dispute","type":"app","label":"Dispute a transaction in the app (Me > transaction > Need Help?)","value":"Venmo app > Me tab > select the transaction > Need Help?","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Most Venmo transactions can be disputed here. Venmo Debit Card transactions and online purchases cannot be disputed or reported as unauthorized in the app; contact Support instead.","source":"https://help.venmo.com/cs/articles/opening-a-dispute-vhel113","last_verified":"2026-10-12"},{"id":"virtual-assistant","type":"chat","label":"Venmo virtual assistant and contact options","value":"https://help.venmo.com/cs/contact-us","hours":"24/7 (virtual assistant)","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Venmo Help Center request form","value":"https://help.venmo.com/hc/en-us/requests/new","purposes":["unauthorized_charge","transaction_dispute","frozen_funds"],"notes":"The User Agreement lists this form for errors, unauthorized transactions and Purchase Protection disputes.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Under Venmo Purchase Protection, open a dispute within 180 days of the date the purchase was made.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Purchase Protection covers certain qualifying payments made to a business profile or marked as for goods and services.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"For a card-funded purchase you must choose between Venmo Purchase Protection and a dispute with your card issuer; you cannot do both at the same time.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo's Purchase Protection decision is final, but you may be able to appeal with new or compelling information or if you believe there was an error in the decision.","issues":["transaction_dispute"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo Credit Card transactions must be disputed with Synchrony Bank, not in the Venmo app.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://help.venmo.com/cs/articles/opening-a-dispute-vhel113","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Venmo User Agreement includes individual arbitration, a class action waiver and a jury trial waiver. You can opt out by written notice postmarked no later than 30 days after you first accept the agreement.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Chat with Venmo Support in the app (Me > Settings > Get Help > Chat With Us)","value":"Venmo app > Me > Settings > Get Help > Chat With Us","hours":"8 AM to 7:45 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","fraud","account_access"],"access":"login","notes":"Ask for a live agent. Have the date, amount and the other user's username ready.","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Venmo General Support","value":"+1-855-812-4430","hours":"Every day 8 AM to 8 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","fraud"],"access":"human_only","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Inc., Attn: Venmo Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Venmo User Agreement requires individual arbitration; opt-out by written notice within 30 days of first accepting it."}],"known_blockers":["In-app chat and in-app disputes need the account holder signed in to the Venmo app.","Venmo Debit Card transactions and online purchases cannot be disputed in the app; they need Support.","Payments to friends that are not marked as goods and services are not covered by Purchase Protection."],"security":{"official_domains":["venmo.com"],"never_asks":[{"kind":"policy","claim":"A Venmo agent will never ask for the verification code sent to your phone, under any circumstances.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask to access your device remotely or ask you to install a third-party app.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask you to send money to verify your account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never tell you to send money from your Venmo account to another user through a different payment platform.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never create an account on your behalf, so a caller who asks you to log in to an account they created for you is not Venmo.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer tries to sign in to your account, which sends a code to your phone, then calls you pretending to be Venmo and asks you to read the code out. Variations ask you to log in to an account they created or to send a payment to another Venmo account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"A stranger sends you a payment, says it was a mistake, and asks you to send the money back as a new payment. Venmo says to contact it as soon as possible so it can help reverse the payment.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"When you sell to a stranger, a scammer may send screenshots of fake emails that make it look like they paid you, or say the payment will reach you only after you ship and upload tracking. Venmo says this is not a feature it provides.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send texts or emails with a link saying you won money from Venmo, and the link asks you to sign in or enter account information. Venmo says to enter your login only on Venmo.com or in the Venmo app; Venmo emails come only from addresses ending in venmo.com.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, websites, texts or calls that claim to be from Venmo","value":"phishing@venmo.com","purposes":["fraud"],"notes":"Forward the email as an attachment, or send the website link. For a text or call, send a screenshot that shows the full phone number. This is an automated inbox, so do not include personal information. Venmo says it sometimes texts from 86753 about actions on your account.","source":"https://help.venmo.com/cs/articles/reporting-fake-or-suspicious-messages-or-emails-vhel245","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":27},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Venmo is a service of PayPal, Inc.; written error notices and legal notices go to PayPal's Omaha P.O. box. The current Venmo User Agreement is effective August 24, 2026. Venmo Credit Card disputes go to the issuer, Synchrony Bank, not to Venmo.","warnings":[]},"frozen_funds":{"company":{"id":"venmo","name":"Venmo","sector":"payments","website":"https://venmo.com","account_url":null},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Ask Venmo Support in writing why money is held and when it will be released; holds can last up to 180 days.","evidence":["hold or limitation notice","transaction IDs","documents Venmo requested"],"steps":[{"do":"Ask Venmo Support for the reason for the hold and the release date. Use chat or the request form so you have a record.","channel":{"id":"contact-form","type":"web_form","label":"Venmo Help Center request form","value":"https://help.venmo.com/hc/en-us/requests/new","purposes":["unauthorized_charge","transaction_dispute","frozen_funds"],"notes":"The User Agreement lists this form for errors, unauthorized transactions and Purchase Protection disputes.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}},{"do":"Send any verification documents Venmo asks for."},{"do":"If the money is not released, complain to the CFPB and your state financial regulator.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Venmo General Support","value":"+1-855-812-4430","hours":"Every day 8 AM to 8 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","fraud"],"access":"human_only","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"app","label":"Chat with Venmo Support in the app (Me > Settings > Get Help > Chat With Us)","value":"Venmo app > Me > Settings > Get Help > Chat With Us","hours":"8 AM to 7:45 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","fraud","account_access"],"access":"login","notes":"Ask for a live agent. Have the date, amount and the other user's username ready.","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"virtual-assistant","type":"chat","label":"Venmo virtual assistant and contact options","value":"https://help.venmo.com/cs/contact-us","hours":"24/7 (virtual assistant)","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Venmo Help Center request form","value":"https://help.venmo.com/hc/en-us/requests/new","purposes":["unauthorized_charge","transaction_dispute","frozen_funds"],"notes":"The User Agreement lists this form for errors, unauthorized transactions and Purchase Protection disputes.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"Risk-based holds may remain in place for up to 180 days from the date the transaction was made.","issues":["frozen_funds"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Venmo User Agreement includes individual arbitration, a class action waiver and a jury trial waiver. You can opt out by written notice postmarked no later than 30 days after you first accept the agreement.","source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Chat with Venmo Support in the app (Me > Settings > Get Help > Chat With Us)","value":"Venmo app > Me > Settings > Get Help > Chat With Us","hours":"8 AM to 7:45 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","fraud","account_access"],"access":"login","notes":"Ask for a live agent. Have the date, amount and the other user's username ready.","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Venmo General Support","value":"+1-855-812-4430","hours":"Every day 8 AM to 8 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","fraud"],"access":"human_only","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Inc., Attn: Venmo Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Venmo User Agreement requires individual arbitration; opt-out by written notice within 30 days of first accepting it."}],"known_blockers":["In-app chat and in-app disputes need the account holder signed in to the Venmo app.","Venmo Debit Card transactions and online purchases cannot be disputed in the app; they need Support.","Payments to friends that are not marked as goods and services are not covered by Purchase Protection."],"security":{"official_domains":["venmo.com"],"never_asks":[{"kind":"policy","claim":"A Venmo agent will never ask for the verification code sent to your phone, under any circumstances.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask to access your device remotely or ask you to install a third-party app.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask you to send money to verify your account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never tell you to send money from your Venmo account to another user through a different payment platform.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never create an account on your behalf, so a caller who asks you to log in to an account they created for you is not Venmo.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer tries to sign in to your account, which sends a code to your phone, then calls you pretending to be Venmo and asks you to read the code out. Variations ask you to log in to an account they created or to send a payment to another Venmo account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"A stranger sends you a payment, says it was a mistake, and asks you to send the money back as a new payment. Venmo says to contact it as soon as possible so it can help reverse the payment.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"When you sell to a stranger, a scammer may send screenshots of fake emails that make it look like they paid you, or say the payment will reach you only after you ship and upload tracking. Venmo says this is not a feature it provides.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send texts or emails with a link saying you won money from Venmo, and the link asks you to sign in or enter account information. Venmo says to enter your login only on Venmo.com or in the Venmo app; Venmo emails come only from addresses ending in venmo.com.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, websites, texts or calls that claim to be from Venmo","value":"phishing@venmo.com","purposes":["fraud"],"notes":"Forward the email as an attachment, or send the website link. For a text or call, send a screenshot that shows the full phone number. This is an automated inbox, so do not include personal information. Venmo says it sometimes texts from 86753 about actions on your account.","source":"https://help.venmo.com/cs/articles/reporting-fake-or-suspicious-messages-or-emails-vhel245","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":27},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Venmo is a service of PayPal, Inc.; written error notices and legal notices go to PayPal's Omaha P.O. box. The current Venmo User Agreement is effective August 24, 2026. Venmo Credit Card disputes go to the issuer, Synchrony Bank, not to Venmo.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Chat with Venmo Support in the app (Me > Settings > Get Help > Chat With Us)","value":"Venmo app > Me > Settings > Get Help > Chat With Us","hours":"8 AM to 7:45 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","fraud","account_access"],"access":"login","notes":"Ask for a live agent. Have the date, amount and the other user's username ready.","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Venmo General Support","value":"+1-855-812-4430","hours":"Every day 8 AM to 8 PM CT","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","fraud"],"access":"human_only","source":"https://help.venmo.com/cs/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Inc., Attn: Venmo Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error"],"source":"https://venmo.com/legal/us-user-agreement/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Venmo User Agreement requires individual arbitration; opt-out by written notice within 30 days of first accepting it."}],"security":{"official_domains":["venmo.com"],"never_asks":[{"kind":"policy","claim":"A Venmo agent will never ask for the verification code sent to your phone, under any circumstances.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask to access your device remotely or ask you to install a third-party app.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never ask you to send money to verify your account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never tell you to send money from your Venmo account to another user through a different payment platform.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Venmo will never create an account on your behalf, so a caller who asks you to log in to an account they created for you is not Venmo.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer tries to sign in to your account, which sends a code to your phone, then calls you pretending to be Venmo and asks you to read the code out. Variations ask you to log in to an account they created or to send a payment to another Venmo account.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"A stranger sends you a payment, says it was a mistake, and asks you to send the money back as a new payment. Venmo says to contact it as soon as possible so it can help reverse the payment.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"When you sell to a stranger, a scammer may send screenshots of fake emails that make it look like they paid you, or say the payment will reach you only after you ship and upload tracking. Venmo says this is not a feature it provides.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send texts or emails with a link saying you won money from Venmo, and the link asks you to sign in or enter account information. Venmo says to enter your login only on Venmo.com or in the Venmo app; Venmo emails come only from addresses ending in venmo.com.","source":"https://help.venmo.com/cs/articles/common-scams-on-venmo-vhel167","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, websites, texts or calls that claim to be from Venmo","value":"phishing@venmo.com","purposes":["fraud"],"notes":"Forward the email as an attachment, or send the website link. For a text or call, send a screenshot that shows the full phone number. This is an automated inbox, so do not include personal information. Venmo says it sometimes texts from 86753 about actions on your account.","source":"https://help.venmo.com/cs/articles/reporting-fake-or-suspicious-messages-or-emails-vhel245","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":27},"verified_from":{"page":27},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 27 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"payments","title":"Payment apps and money transfer services — how complaints work","last_verified":"2026-10-12","file":"guides/payments.md","page":"https://escalate.alexgaoth.com/#/guides/payments"}}