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:09/25/2024

  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 have been demanding the removal of a go fund me page in the name of my brother who passed away in a motorcycle accident in June. The page was created by someone we do not know and has been collecting donations. Go fund me has refused to take the page down and continues to state its under review I do not understand why it would take over 3 weeks to review an issues like that as family of the deceased we have demanded the removal as it was done without our consent. I have requested the donations it has already collected be returned to the donators.

  

  Business Response

  Date: 10/08/2024

  Thank you for your feedback and concern, Brooke.
  
  
  Our Trust & Safety Team has completed a review of the fundraiser and determined it is within our terms of service. 
  
  
  We welcome you to provide additional information or evidence to support your removal request in your email with our Trust & Safety team. If you believe the organizer is engaging in fraud or other illegal activity, we also recommend contacting local law enforcement. 

• Initial Complaint

  Date:09/24/2024

  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.

  GoFundMe has ************* times. Don't donate through this channel Ever! Just donate your money straight through ******. Their complaints are staggering below. They've Lied about the refund that they've promised me would done within 3-7 business days from 9/13/24 while I had a ****** case opened up against them, that's because they were caught for covering up a scam / fraud fundraiser in disguised for a prepaid card exchange and they've erased my email to the fundraiser questioning the legitimacy originally because they insisted to keep your money, they've Never once answering the question from ******, they've lied about the 1 year Donor Protection against fraud which obviously applied to my case. They Will simply tells you that you not qualify for a refund regardless of any proofs that you have

  

  Business Response

  Date: 10/08/2024

  Thank you very much for your feedback and concern.
  
  A refund for this transaction was processed on September 13, 2024, after we determined that the donation was associated with a fundraiser that violated our Terms of Service. Refunds typically take 3-7 business days to return to the original form of payment.

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22334598
  
  I am rejecting this response because:

  There was still NO REFUND as FALSELY claimed by GoFundMe as of TODAY 10/10/24 and ****** case is still open

  
  Sincerely,
  
  Novy P.

• Initial Complaint

  Date:09/23/2024

  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 donated to a fund the eventually was closed due to interest. The credit card that was used to donate was closed so when they refunded the money it bounced back to them. I have been unable to resolve this issue with "*****" who has been not willing to help. Best resolution would be to mail a check or send refund to another account.

  

  Business Response

  Date: 10/01/2024

  We're sorry for the trouble here, and we want to make things as easy as possible for you moving forward. Were committed to continuing to work with you and our payment processor to ensure you receive your refund. We've followed up with you with the next steps via email, and are confident we can resolve this together. We appreciate your continued cooperation and communication, and will continue working with you via email so we can help finalize the solution with you.

• Initial Complaint

  Date:09/05/2024

  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.

  Last year, ***** ******* created a Gofundme for my sister, ****** ****** whose husband passed away after a terrible battle with cancer. The donations were stated to go to "help ****** with ******* funeral expenses and expenses to do something to help ****** during this tumultuous time." But then there was a falling out between ***** and ******. ***** did NOT end up giving ****** any of the funds, but rather donated them to *********************************************. I generously donated $300 ONLY because the money was to go to my sister. A bunch of my friends also donated to THIS cause. Although the donation to the hospital is a fine cause I would NOT have donated, if I knew that was where the funds were going to. I wanted and expected my money to go to ****** for her own use, as that was what the Gofundme was set up for. I don't even know if the funds actually went to the hospital. I complained to Gofundme a few times, but they said it was legitimate and would not refund me -- they barely responded, in fact. So, I am requesting your help. I've attached the original Gofundme posting and the revised one that was posted ONLY after everyone already donated to ******.

  

  Business Response

  Date: 09/13/2024

  Hello,

  
  

  Our Trust and Safety team is currently reviewing your claim and has opened a new investigation into the account based on the information that was provided. You can expect to receive an email from our team directly regarding the status of this review.

  
  For complete details and limitations please feel free to review our policy here: ********************************************************************************

  
  Thank you for your understanding

• Initial Complaint

  Date:09/05/2024

  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.

  A Gofundme was opened by a person who was a friend at the time, and stated very clearly that the funds were to be given to me in order to help me with my husbands funeral and other expenses when he passed. We had a falling out and he never gave me the money. I filed a complaint with Gofundme who found nothing wrong that the person who was named the beneficiary of the fundraiser did not get the money, and suddenly the gofund me was closed and stated it went to multiple cancer centers but that was not the intention of the fundraiser. The person is now doing another gofund me and I fear he will do the same as he lives under tight financial circumstances.

  Customer Answer

  Date: 09/06/2024

  So I first reached out to them on 1/10/24. On 1/17 they informed me that they found no wrongdoing which I find disgusting as I was the beneficiary (original post uploaded with complaint) and received nothing. This is what was sent to me. : I re-filed a beneficiary claim on 1/28/24, which was ignored. I filed it again on 2/21/24, also ignored. Some of my donors filed complaints as well which were not addressed. On March 29, 2024, I filed a police report against the person who created the Gofundme for fraud, which no one seems to get. The fundraiser was started for MY benefit when I lost my husband. After everyone donated, the person who created this fundraiser claimed to have donated it but that is not why the donors gave. They wanted to help ME. I am doubtful that donations in the full amount raised were made, and I was triggered to find out he is now doing another Gofundme for a different cause because he is a fraud who is in a pretty dire financial situation. 
  
  Its funny that he didnt give the beneficiary the money only after we had a falling out. 
  
  Sorry if this is too much info, but its all very upsetting that no one sees any wrong-doing. I am currently also working with an attorney to see if the ** can get involved.  
  
  Thank you for your help,
  ****** ******
  

  
  

  

  Business Response

  Date: 09/13/2024

  Hello,
  
  Our Trust and Safety team is currently reviewing your claim and has opened a new investigation into the account based on the information that was provided.
  
  You can expect to receive an email from us directly regarding the status of this review.
  
  If you have more information on anything related to this case, please submit any additional evidence within a new report through this claim form (************************************************************) for our Trust and Safety team's review.
  
  Thank you for your patience.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22244190
  
  I would like to know exactly how much time is needed. You can clearly see that the beneficiary listed at the time donations were taken were specifically for me. The closed fundraiser states the money was donated. How is it not fraud with just that info alone? My donors were misled into thinking the money would be coming to me. It did not. I dont trust that this person donated the entire amount and I would like proof. And since the money did not go to the intended beneficiary I am asking that all my donors receive their money back.  Please note that not only was a police report made (never responded to) and also I am consulting with an attorney. 
  

  Please advise exactly when I will hear from you  

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

  

  Business Response

  Date: 09/30/2024

  Hi ******,

  
  We apologize for the delay.

  
  Our Trust & Safety team sent you an email on September 24th to address this. Please follow up in that thread with any further evidence, or if you need additional support.

  
  Take care,

  Customer Answer

  Date: 09/30/2024

  I received a message from someone named Clover at gofund me I order to upload documents to the secure link provided. I did as instructed. I then got an email from clover saying the documents werent there and she sent me a link to do it again. The link was expired. When I reached back out to tell them, I was told Clover was unavailable and that explained to the other person (no name given) that I just needed the secure link one more time so that I could re-upload, even though I already had, and no one has responded. This is becoming increasingly more frustrating especially since I am the victim here.
  
  Please advise as to what I can do!
  
  Thank you,
  ******

• Initial Complaint

  Date:08/31/2024

  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 said the refunded my money, they did not.

  

  Business Response

  Date: 09/01/2024

  Thanks for contacting us here, *******. Taking a look, it seems you replied to an automated email that was sent to an unmonitored inbox, so we apologize for not getting back to you. 

  We have just followed up with you in ticket #******** to assist you in locating your refund, so please continue to work with the specialist there. We're standing by to help. 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22225186
  
  I am rejecting this response because: nobody has contacted me about this not by phone or email

  I am writing several letters to some of the officials. Thank you for your help
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/04/2024

  Hi *******,
  
  We currently offer full support via email and live chat. We sent an email on Monday to the address you provided, so please search your inbox and spam folders for ticket #********.
  
  If you don't see it, you can always connect with us directly at support.gofundme.com. We're standing by to help. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22225186
  
  I am rejecting this response because they said that they sent me an email, never was sent. I went to chat and hope to get a response. I also sent letters with home address and email: ******************** I am 80 years old dont remember how I donated, might have been ****** which I do not use  any more.

  and thank you BBB for trying to help me
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/10/2024

  Hi ******* - we have sent you an email about this, so please check your spam/junk folder if you do not see it in your inbox. If you still cannot locate it, please get in touch with us at support.gofundme.com so that we can confidentially discuss your account. Thank you for your cooperation. 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22225186
  
  I am rejecting this response because: They never sent me an email or answered my letters, tired of them not being honest. But they have a terrible system. Nobody to talk to . Been waiting since June to get the money back. just close the case since I am wasting my time.

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

• Initial Complaint

  Date:08/30/2024

  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.

  We made a donation for a friend in need to Gofundme. They added an administration fee which we fully understand and expect. However, the site has an automatic 17% tip included as well. This is not only unethical but fraudulent as well. They are profiting from the tragedy of others. Are you aware of this practice? Please let us know what can be done to stop this practice?

  

  Business Response

  Date: 09/04/2024

  We apologize for any confusion or trouble this has caused, ******. Tipping is always optional and the amount can be changed to "0" if donors don't wish to leave a tip. To clarify, when donors choose to give GoFundMe a voluntary tip as they make a donation, they allow us to improve and operate the platform so even more people get the help they need.
  
  We can certainly refund the tip for you. Our team has reached out to you in Ticket #******** to assist further. Should you have additional questions, you can respond to that email thread.
  
  Thank you.

• Initial Complaint

  Date:08/28/2024

  Type:Billing 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.

  If there was anything less than 1 star I would give it that!! Get an email that I am being refunded for a donation I never made to something I have never even heard of!!! Get on the chat and the *** I am chatting with says she has deleted my account, which is essentially what I was trying to do, by the end of the chat conversation anyways! I request something to verify that my account was in fact deleted, as my payment method is in my account. They proceed to say that payment methods arent stored and my info was not leaked through GoFundMe platform. said I need to contact my card company. I said my card issuer would have contacted me of an unusual charge!! They stated they cannot verify that they have deleted my account in any other way than saying it on this chat. I am furious! You cant send me an email or a screenshot or SOMETHING to verify my account was in fact deleted!! Not buying it!!! Its 2024!!! You can verify that you closed an account in one way or another!!! Again I am furious & I will NEVER use this platform again FOR ANY REASON!!!

  

  Business Response

  Date: 09/04/2024

  
  
  Thank you for getting in touch, we appreciate your feedback and apologize for the experience here, *******.
  
  
  You can request to delete your full information through this link: *********************************************** Our Privacy Team will be able to take care of your data and remove everything for you.
  
  
  Our company takes your privacy and data very seriously and has followed up with you to remove the data completely from our platform. We followed with you in the ticket #********
  
  
  Thank you. 

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  The business has reached out to let me file a complaint within their platform. I am hopeful this completely resolves the issue here  

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

  Thanks to all for your effort in resolving this issue.

   

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

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising 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 Gofundme fundraiser for my family 6/2/24. The fundraiser was initially for evacuation and support from **** but since the crossings have been taken over completely, we updated the fundraiser for just support (food and water purchasing). I was emailed an auto generated email about pausing transfers and needing more information about the recipients, city, and method of money transfer. I figured I had some time since their website said 3-5 days for a response back. Ive emailed back the response questions 3 times now with no response at all. On a recent online thread, someone had said that ***** at Gofundme had responded to them saying that they had essentially abandoned the customer support email because it got overwhelmed with lots of emails. Email is literally the only way to contact Gofundme about these questions regarding the hold. I have to wonder if this thread was accurate about this because we are well beyond 5 days waiting for a response back. We raised $2,200.00 for my family and we just want consistent correspondence within the companys timeframe of 3-5 days. Ticket #********. I just want someone to respond to my ticket and have the hold removed since the information requested was provided.

  

  Business Response

  Date: 08/30/2024

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  Our team conducts reviews on accounts in order to maintain compliance with our Terms of Service (**********************************************), strictly enforced policies administered by the payments industry and in order to comply with all relevant laws and regulations. This may result in withdrawal holds and we apologize for the frustration.
  
  Upon further review of your fundraiser, we have lifted the precautionary hold on your bank transfers. A transfer has been sent and funds should be deposited to your account on file in 2 to 5 business days from the date of transfer.
  
  Please get in touch with us if you have additional questions or do not receive your funds.

  Customer Answer

  Date: 08/31/2024

  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:08/20/2024

  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.

  On July 31st, 2024, I started a GoFundMe campaign for a family in ****. The goal of this campaign was to raise enough funds so that the family could evacuate when the Rafah crossing reopens.The very next day, on August 1st our campaign was put under review, which meant the ability to transfer money was paused until I provided the additional information that they had requested in the email they had sent. [Ticket #********]So, I quickly replied back on that same day and I was told that they would reply in 2-3 business days. Those days pass so on August 4th, I open another ticket to resubmit (and correct) the information, and I still hear nothing back. [Ticket #********]On August 10th, I realized that the information that I provided to Stripe did not match my bank, and when I fixed that I was prompt to send my bank statement, which I did. I was then told by the team that they would reply back to me in 2-4 business days, which they have not. Throughout this time I have sent follow up emails and talked to unhelpful agents via their chat function, but no one has reviewed my case and the ability to transfer the funds to my bank account is still paused. All I want at this point is a response, but GoFundMe will not communicate with me on this matter.

  

  Business Response

  Date: 08/30/2024

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  Our team conducts reviews on accounts in order to maintain compliance with our Terms of Service (**********************************************), strictly enforced policies administered by the payments industry and in order to comply with all relevant laws and regulations. This may result in withdrawal holds and we apologize for the frustration.
  
  Upon further review of your fundraiser, we have lifted the precautionary hold on your bank transfers. A transfer has been sent and funds should be deposited to your account on file in 2 to 5 business days from the date of transfer.
  
  Please get in touch with us if you have additional questions or do not receive your funds.