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:10/19/2024

  Type:Order 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.

  A friend is ill so I set up a go fund me account but they won't allow her to withdraw the funds. You can reach no one by phone, they have no numbers, and the emails go unaswered. The chat bot is only a computer and won't answer. I have tried to set up the beneficiary but conveniently for them, they send an error message and say "it can't be completed, use another email address" well she only has one email address, why will they not accept it? Because this entire organization is a scam who steals from the needy. Please help get these crooks to release the money as intended, to the ill receipent who is in dire needs of funds.

  

  Business Response

  Date: 10/22/2024

  Thank you for contacting us here, *********. We're so sorry about the trouble. In taking a look at your active email thread with our team, we've taken some time to investigate and explain why you've been experiencing this issue. To further assist with getting your beneficiary added to the fundraiser, our team has sent you and your beneficiary an email directly so we can help from there. Please ask the recipient of the funds to check their inbox for an email from our team, as we'll need their response in order to proceed.
  
  
  We hope this has provided some clarity, but please don't hesitate to let us know if there's anything else we can assist with.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22444623
  
  I am rejecting this response because they didn't take any responsibility for the error, nor are the funds received still yet as of this date, nor was any credit applied for their mistakes. These funds were needed immediately and we were denied it, they probably make up these fake delays and problems in order so they can keep the money longer to get earn more interest off the funds. 

  So this is either purposeful or it is a programming error. Which it is?  Do you want to take some responsibility or are you just going to do the "blame the customer" and what in the world does this lame response mean?  You are speaking in reference to Christines email address "account associated with a different payment processor than your fundraiser" WHAT?  I never selected a "payment processor" what in the world are you even talking about?  Please stop with the smoke and mirrors and get a reasonable and clear response put together, Also, you should not be cutting into the funds because your incompetency caused this delay. Do the right thing and waive the funds you are swipping from her and get this transfer going NOW. Please stop with the shady business practices. Uncool. 

   

  
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 10/25/2024

  We're so sorry for the confusion, *********. When you create a fundraiser, one of our payment processors is automatically assigned to your account. *********** email address was already associated with a different payment processor than the one assigned to your fundraiser because it was used for a different fundraiser in the past, which was causing the trouble.
  
  In taking a look at your account, we're glad to confirm that ********* has been successfully added as the beneficiary of your fundraiser using an alternate email address. At this time, ********* still needs to provide their bank information in order to receive the funds. If they're having trouble with that, please don't hesitate to follow up on your email thread with our team so we can further assist. We'll be standing by to help!

• Initial Complaint

  Date:10/18/2024

  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.

  We have just gone through two hurricanes in ******* recently and our family wanted a way to raise funds for us to help because we lost everything in the storms. We started a GoFundMe to have a place for them to send the money and share it on social media. We have sent my husbands ID to them over 7 times and they keep rejecting the photo saying its not legible but it clearly is legible. Its been over a week and they still havent released the funds to us while making me send another picture of his ID. We are desperate and in dire need for this money as we are homeless and I cant speak to a person on the phone and they keep disconnecting me from the chat when I ask to speak to someone in charge. We need these funds released and they need to do better for people in need and not make it so difficult to get money they need to live.

  

  Business Response

  Date: 10/22/2024

  We're sorry to hear of all you and your family are going through, Ms ***************** style="font-size: 0.875rem;">First of all, we want to apologize for the delay in receiving your funds. We work with a payment processor who has very strict verification steps to protect your account and the money raised. We acknowledge that you've provided your husband's ID several times but unfortunately, because the quality of the document provided was not clear enough, our payment processor hasn't been able to verify the information yet. The last document you forwarded to us is now being under manual review by our payment processor and we'll send you an email as soon as we have an update.

   We offer full customer support via email so do not have a phone number to provide a call, but we'll continue working with you via email until this is completely resolved for you. We truly want you to receive your funds promptly.
  

  Customer Answer

  Date: 10/22/2024

  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:10/10/2024

  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.

  On ******, I started a GOFUND me fund for a *********************** called the Siren Project. The ************* is an organization that is dedicated to helping first responders suffering from PTSD, depression, and other mental health challenges. The role of the Siren Project is solely to connect individuals with professional caregivers in ****** who are legally permitted to conduct healing retreats. The caregivers make all decisions regarding the use of any plant medicines in a legal and culturally appropriate setting. By ******, the fund had raised $3245. I was informed on ******, by email that the the GOFUNDME account was removed because it violated the terms of service for GOFUNDME.On ******, I attempted to contact service to rectify the situation. GOFUNDME does not have a a customer service phone number. They have a bot/chat that eventually you can chat/text with a person. I was informed by ***** through chat that he could not help me and he would send it to his "SAFETY" team and they would contact me within ***** hours. They did not contact me.On ******, I went through the same BOT/TEXT and was finally chatting with *******. She advised me she would transfer me to the "Customer Success Manager" and they would get back to me by email shortly. No response ever came from ******* this point none of the $3245 had gone to the ***** Project or refunded back to the donors On ******, I went through the same BOT tree and eventually chatted with ***** who advised me that he could do nothing and would be sending this to the "safety" team.GOFUND me has $3245, that should be going to either the ***** Project or back to the donors. They should not be holding the money. Please help me resolve this matter.Warm Regards,*** *******

  

  Business Response

  Date: 10/29/2024

  Hello,
  
  Thank you for sharing your concerns with us. We understand your frustration and appreciate your patience as our teams looked into this issue.
  
  After reviewing your case, were glad to confirm that your account and fundraiser were reinstated on Monday, October 21. You can now receive donations as before, and all donations that have not been disputed have been sent to the intended charity.
  
  If you have any further questions or need assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 10/29/2024

  Complaint 22406952
  

  I am rejecting this response because:

  Although GoFundMe re-opened the account for donations (30 days after suspending it, which disrupted the momentum we were building), I still do not have access to transfer the funds to the nonprofit, The ***** Project, for which the account was created.
  
  
  I have requested access four times via email. Initially, I was working with *****, but I have been informed he is currently on leave. In the latest response from GoFundMe, I was told they are experiencing issues with logins and was provided a reset link, which did not workyet again.
  
  
  My goal is simply to transfer the funds in this GoFundMe account to The ***** Project. The account was opened on September 23, and it is now October 29. This process should not be so complicated. I am highly dissatisfied with the poor customer service.
  
  
  Sincerely,
  ****** *******

  

  Business Response

  Date: 11/11/2024

  Dear ******, 
  
  
  Thank you for reaching out. Were sorry for the challenges you've encountered and apologize for any inconvenience this has caused.
  
  
  Per your request, the account was removed on November 5, 2024.
  
  
  We appreciate the feedback, as we are always striving to improve our platform.
  
  
  Best,

• Initial Complaint

  Date:10/10/2024

  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 started MyGoFundMe April *******. MyGoFundMe stopped/removed December 1, 2023 After I raised-$1000.700 which was close to my goal. I got a message in my email saying- " A refund of $120.00 has been issued for a donation made by ***** *** to- A Vehicle for better transportation. The donation amount has been removed from your account and will be returned to the donor with in 3-7 business days." With $1000.700 still left in my account I tried with several attempts to get my account reactivated; I then requested a refund January 1/10/23 Ticket #********.June 6/30/24 The only response that I got was to follow the email they sent me which said that their team was looking in to it and will respond in 6 business *******'s now October 10/10/24 (5 )months and nothing was done / resolved or refunded.

  

  Business Response

  Date: 10/23/2024

  Thank you for getting in touch.
  
  We regret to inform you that GoFundMe is no longer able to process donations for your account, as the contents of this fundraiser violated section 8.15 of our Terms of Service. As a result, we have removed your GoFundMe account and any associated fundraisers.
  
  This decision was made in order to keep our platform safe and to assure GoFundMe is abiding by our Terms of Service, payment industry requirements, and applicable laws.
  
  If you have questions about the reasons for these actions, you can view our terms of service here: ********************************************
  
  We appreciate your understanding.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22404989
  
  I am rejecting this response because:
  I still did not get the refund that I was seeking. What happen to refunding my money?  Should I have some better placing my money in a bank account"?" Yet I chose to get help with raising funds with you- " GoFundMe" 

  Yes, I was raising funds with using a majority of my own money. Now when will I get refunded"?" This is all I'm going to pursue now.                  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 11/04/2024

  Hello *****,
  
  All funds raised that were not already transferred were refunded. If you havent received them, please check with your bank or card issuer.
  
  We also want to reiterate that the self-payments on your fundraiser violated Section 8.15 of our Terms of Service. Due to this, your account closure is final, and we are unable to provide further assistance regarding this matter.
  
  Best,

• Initial Complaint

  Date:10/09/2024

  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 created a GoFundMe for a woman who has been incarcerated since age 15 and was overcharged. She has been in prison for more than 22 years and I was attempting to raise money for legal services for an appeal. Without notification or explanation, you ended the fundraiser and canceled my long-standing account. Plus you refunded the funds that were there. I have gone thought your *****-brain AI to no avail. I cannot get through to a human.

  

  Business Response

  Date: 10/17/2024

  Our Trust and Safety team reviews the content of GoFundMe fundraisers to ensure our Terms & Conditions are upheld.
  
  As the content of this fundraiser violates section 8.10 of our Terms of Service, we regret to inform you that GoFundMe is no longer able to process donations for your account. This section prohibits the legal defense of alleged financial and violent crimes. As a result, we have removed your GoFundMe account, and notification was sent to you via email on October 05, 2024.
  
  If you have questions about the reasons for these actions, you can view our terms of service here: *************************************************;
  
  Thank you for your understanding.

• Initial Complaint

  Date:10/09/2024

  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 started a fundraiser for my dog last month.A week before the surgery, GoFundMe flagged me for fraud. They said they needed proof that my legal name and my name are the same person, and that that person owns the bank account funds were being transfered to. I provided information, from my bank, and screenshots of my account, confirming this information. The company continues to move the goal post and refuse to release my funds, while still soliciting donations from people to a fundraiser they flagged for fraud and are not releasing donations from. They've been deceptive when donors have inquired about this, and they stopped responding to my emails almost 17 hours ago. My Dog's surgery had to be postponed. I am also in the process of legally changing my name, and have documentation that proves this. GoFundMe is essentially stealing money from me and my donors while discriminating against me because I am transgender.

  

  Business Response

  Date: 10/16/2024

  I apologize for the frustration here, Moxy. We appreciate you providing the requested documentation so that our payment processor could manually review and approve your account details. All available funds have now been sent out to you and will arrive in 2-5 business days. We're glad we could resolve this together, and if there's anything further we can do to help, please don't hesitate to let us know.

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22400900, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Reese Fleeger

• Initial Complaint

  Date:10/04/2024

  Type:Billing 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.

  A gofundme account was set up in *************** REACT Teams name without the president, Secretary/Treasurer knowing. I have asked gofundme to take the account down and informed them that the person who set it up did not let us know and gofundme is refusing to take it down.

  

  Business Response

  Date: 10/08/2024

  Thank you so much for contacting us about this, Tracy, and our sincerest apologies for the delay given the urgent circumstances.

  We are very sorry for the trouble this fundraiser has caused. We have reviewed the fundraiser in question and can confirm it was deactivated a couple of days ago. If there's anything else we can help you with, please don't hesitate to let us know. We'll be more than happy to continue working with you and make sure no more fundraisers are created for the charity without the president, secretary or treasurer knowledge.

• Initial Complaint

  Date:09/28/2024

  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.

  My daughter, ***** J. *****, started a GoFundMe called Nurses for Humanity, has raised a good amount to take a medical team over to the ***, *****, to help people in horrific circumstances there, now GoFundMe won't release the funds...why......it is not like folks would be going to ***** for a pleasure trip!!! This group of volunteers were planning to go in just a few weeks. Now, an AI bot or whatever is sending her the same email every day, doing nothing to help. This is wrong, it is unethical, just because why, they don't understand the situation over there? ***** was there two months last winter, treating people, bandaging wounds, treating horrendous sores and skin conditions. The needs are endless. Women and children being tortured and raped. She knows first hand what is happenong there but has a heart form these people *** wants to go back. Can the BBB do anything to help and prevail on Go Fund Me to release the funds? This is so unfair.

  

  Business Response

  Date: 10/09/2024

  Thank you for contacting us about this, Carol. We're sorry to hear that Emily has had a less-than-ideal experience with us.
  
  Because GoFundMe is a U.S. company and subject to all U.S. laws and regulations, we are required to collect additional information in order to maintain compliance with strictly enforced policies administered by the payments industry and global regulations. This type of verification is necessary in order to keep funds safe and to assure GoFundMe is in compliance with all applicable laws and regulations.
  
  Unfortunately, we never received the required details of the organization for whom the funds were being raised in order to complete these verification obligations from the fundraiser's organizer. At the organizer's request, the fundraiser has been removed, and all donors have been refunded. Those donors will receive their money back within the next 3-7 business days.
  
  Thank you for your understanding.
  

• Initial Complaint

  Date:09/28/2024

  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 have reached out to Go Fund Me as the person who created this fund is defaming my character, is libel and the fund goes against Go Find Mes guidelines. There has been no reply from after 3 inquires they have no phone number. The link is: ***************************************************************************************************************************************************************** this is furthermore involving a child whose picture is not to be disseminated on the internet as she was abused and neglected and abducted by the man the organizer is attempting to collect funds for. The Go Fund Me is a lie and fraud. This needs to be taken down per their policies and procedures yet they completely lack customer service. I want the post taken down immediately !

  

  Business Response

  Date: 10/11/2024

  Hello,
  
  Thank you for taking the time to reach out to us with your concerns.
  
  Our team opened an internal investigation into the account based on the information that was provided.
  
  At that time, we found no evidence that the funds were used contrary to the intent of the fundraiser, and our team let you know that this fundraiser was within our Terms of Service on September 29. 
  
  As shared in that correspondence, we encourage you to work with your legal counsel regarding the removal of this fundraiser. A court order for removal can be submitted to our legal team at **********************************************************.
  
  Thank you for your understanding.

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22352149
  
  I am rejecting this response because there already is a court order in place which I sent to Go Fund Me that ****** ******* or anyone on his behalf are no allowed to use pictures of the child or disseminate information regarding the abduction by ****** ******* on the Internet. Per the paternity test he is not the father of the child that he claimed to be. The child was returned to ********** after a 4 month search for her and is with her family. She was returned neglected and abused and there is a court ordered abduction order against the felon ****** *******. Go Fund Me is willfully aiding and in violation of the court order. ******** ********** attorney at Go Fund Me said the post does violate the court order and would be taken down. This has nothing to do with the $10 the Go Fund Me collected as the person who replied stated. Even having the Go Fund Me is in contempt of the court order. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 11/04/2024

  Hi *******, 
  
  As stated, we encourage you to work with your legal counsel regarding the removal of this fundraiser and submit any documents to our legal team directly at **********************************************************. GoFundMe cooperates with law enforcement when an investigation is deemed necessary.
  
  Thanks for your understanding.

• Initial Complaint

  Date:09/26/2024

  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.

  ******* the **** perhaps with supervisor? Decided to shut down my gfm account and refund my ********* the email ******* wrote, there was no date given to respond by to make such drastic and unethical decision. Does this person have something against me personally as a public figure to have made the decision so fast without giving me enough time to respond and just refunded everyone? GFM illegally did this action against me since I did not offer any perks when I started the campaign. I edited later but you didnt take that into consideration? You can check the time stamps on the edit, yet you refunded a donors that donated when perks werent offered. How are you so sloppy? ? I responded to the email ******* sent closing my account for not responding in hours after sending email and ******* blocked from responding to the email. Why are you treating me this way without being thorough? Did you see that I wasnt actively raising funds for it yet you treat me worse than a convicted criminal thats raising tons of money from perks- thats misleading on your part. This no way to treat a vulnerable customer either, when you can see my dire situation from recent? You expect someone who is pulling themselves out of an emergency to respond in hours?

  

  Business Response

  Date: 10/10/2024

  Thank you for bringing this to our attention.
  
  
  It seems there was an issue with the fundraiser not fully aligning with our Terms of Service, and so we reached out, informing you that we would be required to remove your fundraiser in fourteen days if we did not receive a reply from you. The fundraiser was removed after 14 days when we didn't receive additional information requested over email. Upon receiving this information, the account was immediately reinstated. We sincerely apologize for any inconvenience this may have caused.
  
  
  While we’re unable to reverse the refunds processed, our team is ready to assist you in setting up a new fundraiser for this cause that meets our guidelines. Please feel free to respond to their most recent email directly, and they will be happy to provide any further support you need.
  
  
  Thank you for your understanding.