Complaints

This profile includes complaints for GoFundMe's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GoFundMe

  855 Jefferson Ave Redwood City, CA 94063-9992

  
• 

  GoFundMe

  815 E St Box 121270 San Diego, CA 92101-6426

• 

  GoFundMe

  PO Box 1329 Redwood City, CA 94064-1329

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I could not get the total right date but I believe it was just a little before November 1st 2024. And I was sending money to a person I met on tick tock at which GoFundMe was one of the selections that popped up on his link. Let him know that I put some money into the account under them for him and he got upset and said that they never give him his money that's all fraud I'm believing now. So I let my credit card number know and they entered not to pay for $210 and then now they tell me they did talk to GoFundMe and they are stating that I approved it so they can't change it! So this poor man needed to pay some bills and I 100% believe reason was in need. So I gave him another $200 out of ******! I even put down $10 extra the 210 the $10 is for a tip so said that GoFundMe ask for like they were going to be sending the $200 and keeping the 10. I really need help can you let me know what I can do or if you can help out they don't have a phone number and they're lying to my credit card and I'm not a rich person I just got to be hurt and these people are stamping on my heart!

  

  Business Response

  Date: 12/10/2024

  We apologize for the trouble here, and we have emailed you to best help. We'll be there to assist until this is completely resolved for you, so please reply to our message so we can move forward with your request. 

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a campaign for a friend in need. When it has come time to set up withdrawals, the system will not allow the invitation to set up withdrawals specifically to their email, but with no explanation as to why. The ONLY way to start communication is to begin with a chat. After beginning with chat I finally got through the ** bot and received an email from what I think is an actual person and a ticket number.I received an email from the representative that said that *** is experiencing higher than usual volume but assured me they would be with me via email until the issue was resolved.The person asked to used a different email address. I mentioned the recipient ONLY has one email address and doesn't not want to open another only for this. I asked if I could have it sent to one of my email addresses and then the recipient could use it to begin withdrawals. At that point I have received silence from Go Fund Me.I have sent several emails back to the representative and not received a response all week. I have tried going through the chat help **, but only get referred back to the email communication which has not responded. The person who will receive the funds can't contact them beyond the ** bot. There is no phone number or alternative.Go Fund Me had apparently abandoned us and said if the withdrawals aren't set up by february then they will return the money to the donors. For an organization who is making a profit designed to help people in need, they shouldn't be adding more stress to the people in need and they should have a system to assist with customer service Desired outcome: Establish a line of communication between Go Fund Me and myself or the desired recipient that will ultimately result in the recipient having access to the donated funds.

  

  Business Response

  Date: 12/10/2024

  Thank you for reaching out to us about this, ******. We sincerely apologize for the delay, especially given the urgency of the situation.
  
  Our response times have been longer than usual due to an unusually high volume of inquiries, and were sorry we couldnt get back to you sooner.
  
  To assist you further, our team has reached out to you by phone and sent an email. Please check your inbox for the email so we can continue to help from there.
  
  Thank you for your patience!

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A GoFundMe was started to raise money for my daughter's funeral. I have uploaded everything asked for. I keep getting vague error messages stating my transfer is paused or can not be verified. I uploaded a bank document, ID, and a voided check with my routing number, name, and account number. A customer service *** led me to believe everything looked good on his end. Days passed and I got a new error message. I can't get a specific answer on what I need to do to resolve this. They want to do everything they can to hold onto my money. It has been over 2 weeks since I attempted to transfer the money.

  

  Business Response

  Date: 12/05/2024

  Thanks for contacting us here, ******. Were sorry to hear about the confusion surrounding the fund transfer process, and the transfer delay. In taking a look at your account, were happy to see that a transfer is currently on the way to you, but just a reminder that withdrawals can take 2-5 business days to arrive. If you have not received the funds by December 10, please follow up on the ongoing message with our team so we can investigate further. Hope the funds reach you quickly and were here to help. 

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gofundme had a donation of ****** USD given to my campaign. During the transfer they took their 4.00 fee and only deposited 121 in cdn when it should have been ****** to my account. Theres no recourse. You owe me *****

  

  Business Response

  Date: 12/08/2024

  Apologies for any confusion here, ***** We can confirm that your donor donated 125 CAD to your GoFundMe fundraiser. Since your fundraiser is created as a Canadian fundraiser, donors from other countries will choose how much in Canadian dollars they wish to donate to your fundraiser. They will then be charged the equivalent of that in their own currency. If your donor would like to donate an additional amount to your fundraiser, they're welcome to do so at any time. If there's anything else we can do, our team is here to help.
  

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22619472
  
  I am rejecting this response because: The donor clearly intended to send 125.oo USD as per screenshot
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/09/2024

  Hi Aspen,
  

  
  

  We're requesting to close complaint #******** - The customer's donor made a mistake on the donation, and we've explained how to rectify it, but this is how our product works (donations are made in the currency the fundraiser was created in). 

  
  

  Thank you, 

  --
  

  ****** Dodge (she/her)

  Supervisor, Customer Care

  Helping People Help Each Other

  

• Initial Complaint

  Date:11/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I held an account with ********************** by the name, "Navara journey to financial freedom " . I mistakenly deleted this account it showed that my ****** dollar payout had been initiated and on my way to my bank. My money never showed up and stii hasn't til day. The email associated with this account is ********************* and the last correspondence on this account ticket #********. I would like my money transferred to my bank immediately,any help in this matter is greatly appreciated. Thank you Navara Peoples.

  

  Business Response

  Date: 12/03/2024

  Thanks for contacting us here, Navara. We're sorry that you haven't been able to locate the transfers. In taking a look at your account, we can see that all funds raised for your fundraisers were transferred to your bank account on file. Our ************* Specialist that you have been working with via email has provided next steps to help locate these transfers if you are still not able to locate them.

  Please continue working with our team in your existing support ticket. We're here to help.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been requesting assistance from GoFundMe since Nov 21st. I need to make an emergency change in beneficiary due to death. Funds are needed immediately and I can't get past their robot. $2700 is being withheld.

  

  Business Response

  Date: 12/03/2024

  Hello *******, please accept our sincere condolences for your loss. We apologize for the delayed response given the urgent circumstances. We can confirm that all funds have been sent out successfully from your fundraiser, and your fundraiser has been deactivated per your request. If you have any further questions or if there's anything else we can assist you with, please feel free to follow up with our team directly via email.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22603111
  
  I am rejecting this response because:
  I asked repeatedly for assistance, it wasn't until I contacted BBB and threatened with legal action and media coverage before results were made. The trauma your lack of assistance or even acknowledgement cannot be undone. A loan had to be made to cover funeral expenses until the funds could be dealt with. The whole reason for the GoFundMe was to avoid causing undue financial stress on the family. Quite the opposite happened. Please do better with other people using your platform, I will NEVER use nor recommend it as a means of aid for anyone. 

  Sincerely,
  
  ******* Lease

  

  Business Response

  Date: 12/05/2024

  Hi Aspen, 
  
  I hope you're well! We're requesting to close complaint #******** - this customer's issue has already been resolved and they have not provided any further relevant information in their rejection. 
  
  Thank you! 

  
  

  --

  ****** Dodge (she/her)

  Supervisor, Customer Care

  Helping People Help Each Other

  

• Initial Complaint

  Date:11/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The fundraiser I created for my family isnt listed as belonging to me; only that I created it. Ive been trying to transfer funds and resolve the issue of ownership of the site. Ive been directed to use bot customer service and sending an email. So far my concerns have not been addressed and Im getting frustrated with GoFundMe. There are no email addresses or a phone number that one can directly contact the company to resolve issues.

  

  Business Response

  Date: 11/25/2024

  Apologies for the trouble with this and hearing back from our team, Mr. ******** We can see you've been in contact with a member of our ************* team via email to help you access your account and transfer the funds. If you signed in using your ***** account, you should be able to access it with that option. If you continue having trouble, our team will get back to you as soon as possible to assist with the next steps. In the meantime, I can confirm all donations were sent to your bank account on file. Please keep in mind that all bank transfers take between 2-5 business days from their scheduled date to safely arrive to the bank on file. You should receive an email from our team soon to continue assisting you. We appreciate your patience.

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a fundraiser to collect money to cover debt, my friends and family have made donations, GoFundMe has collected the processing fees for those donations.GoFundMe has paused the transfers to my bank account claiming that they need to verify my information, they have not reached out with any request for information, all attempts to contact them have gone unanswered (going back 7 days)The one time I reached a live agent on their live chat bot and I complained that I'm not getting a response, his solution was to escalate my case to a special team that - in his words - takes even longer to respond.I have sent emails, created support tickets and tried live chatting, most of the time getting the bot response that their team is not available.I want for the company to respond to my emails reach out and tell me exactly what information they need to verify and then swiftly process that so I can receive the funds that have been donated to me.

  

  Business Response

  Date: 12/01/2024

  Thanks for contacting us here, ****. We're sorry to hear about the delay. In looking at your account, were happy to see that the funds are currently on the way to you, but just a reminder that transfers can take 2-5 business days to arrive, excluding weekends and holidays. If you haven't received the funds by the 5th business day, please reply to one of the recent emails from our team so we can investigate further. Hope the funds reach you quickly and were standing by to help.

  Customer Answer

  Date: 12/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For over a week now transfers from our fundraiser have been paused. These funds are critical for us rebuilding after our entire studio building was flooded during hurricane ******. We have provided all the information requested by GoFundMe, yet the issue continues to go unresolved and now they are threatening to refund our remaining donations! We have worked very hard to share and publicize this fundraiser, and we have no idea why this issue remains unresolved. I have supplied my license, social security number, documentation of the destruction, and first hand accounts from multiple people that are part of our fundraiser campaign. Please help us get these funds we need!

  

  Business Response

  Date: 11/28/2024

  Dear GoFundMe Customer,
  
  Our team works to ensure that fundraisers are in agreement with our Terms of Service, in addition to helping donors understand how their donations are being handled. This is one of the ways that GoFundMe keeps our our platform safe for all our users. This may result in transfer holds and we apologize for any inconvenience caused.
  
  In this case, we can confirm our team completed its review of your fundraiser and the funds were sent to your account. Please note once a withdrawal starts, it may take 2-5 business days to arrive in the account.
  
  Please get in touch with us if you do not receive your funds within the timeline mentioned above.
  
  Kind regards,

• Initial Complaint

  Date:11/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a GoFundMe page to get enough money to inter my ex-husband's ashes about 2 years ago when I lived in *********. After many medical issues (and no emails from them) and need to move to another state I finally had time to check the account and couldn't find it. I attempted searches but the site said they couldn't find it. I waited in chat for more than 2 hrs and no one came on. Finally 2 days later I got an email reply telling me that it had gone inactive but they could reactivate it. When I tried the password I thought it was it did not recognize it so I asked to reset it. I tried multiple different combinations but always told it did not recognize it. Several emails were traded and I finally got it reset to a temporary one but after the temp. was approved I tried to change it to a permanent one but see they need to text a code to verify the account or to a cell (I don't have one and the number they have on file is one I haven't had for almost 2 years). If I choose the call I am told I have to first submit a copy of state ID which I explained I WILL NOT DO (victim of identity theft). They say there's no other way around it.

  

  Business Response

  Date: 11/24/2024

  Thank you for contacting us about this, *******. We're sorry for the trouble. To provide some added context, GoFundMe utilizes a feature called "2-step authentication," which sends a code to your phone through a voice call or text message each time you sign in to your account to ensure your account is safe if your email address is ever compromised. For security reasons, we're required to verify your identity using an ID document before changing your phone number on file to verify that we're communicating with the true account holder and not a fraudulent actor reaching out us from a compromised email inbox. For this reason, we will need you to provide a photo of your ID through our secure upload form in order to remove the current phone number from your account. ********************** takes the security of your information very seriously and our team has reached out to you directly over email to expand upon our privacy and security policies. We have also offered an alternate course of action in case you still aren't comfortable with providing your ID. To continue working with us on this, please refer to the email our team has sent you directly. We're willing to do all we can to further assist you with this.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22579947
  
  I am rejecting this response because: As I explained I DO NOT HAVE A CELL PHONE (so no text can be received as my phone is a landline) and THE PHONE NUMBER ON THE ACCOUNT IS AN OLD ONE I NO LONGER HAVE. I tried to change the phone number but was told IT COULD ONLY BE CHANGED IF I SENT IMAGES OF MY STATE ID (I have been victim of identity theft in the past so will not do this! I am told that is the only way to change it.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/30/2024

  Thank you for following up about this, *******. To provide some clarity, you do not need a cell phone for "2-step authentication," we can send the sign in code as a voice call to your landline. For security reasons, we will need you to provide a photo of your ID through our secure upload form in order to verify your identity. This is a standard security practice for all GoFundMe users who need to change the phone number associated with their account. Once we've received that document, we can remove the old phone number from your account so you can add a new one. Otherwise, we have the option of deactivating your current GoFundMe account so you can create a new one using the same email address, which will allow you to connect your new number to the account without needing to provide your ID. Whenever you're ready to proceed, please reply to the email our team sent directly to your inbox as this email includes more detailed next steps as well as a direct link to our secure upload form. We appreciate your understanding and hope this presents a workable solution to the problem.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22579947
  
  I am rejecting this response because:(AS I HAVE SAID REPEATEDLY AND YOU IGNORE) the phone number on file is and OLD ONE and the only way to change it to my current one is text (DO NOT HAVE A CELL--MY ONLY PHONE IS A LANDLINE) AND I AM THE VICTIM OF IDENTITY THEFT SO REFUSE TO SEND A COPY OF MY ID TO SOMEPLACE WHERE I DO NOT KNOW THE PEOPLE. THERE ARE NO OTHER OPTIONS AVAILABLE TO ME.
  
  Sincerely,
  
  ******* *******