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:08/18/2024

  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 Gofundme fundraiser to help raise money for a family in dire crisis. We were able to raise over 2400$ in funds through our community on Instagram, but Gofundme has locked the fundraiser and has held the funds, so we are unable to distribute them. On August 8th, we received a request from Gofundme for further information to verify our fundraiser, and provided all information promptly and completely on August 9th, but havenow not received a response in over a week and are still not able to access or send the funds as Gofundme has frozen the fundraiser. This delay is beyond unacceptable and life-threatening for those we are trying to aid in emergency. This family is in a desparate situation, under multiple health crises and bombardment, and needs these funds ASAP for their safety and wellbeing. Gofundme has not responded to repeated requests for escalation or clarification on the verification hold. I am filing this complaint to demand that Gofundme accounts for this life-threatening delay and disburses the funds raised immediately so that we can ensure it goes to those who need them in time.Gofundme Ticket #********

  

  Business Response

  Date: 08/26/2024

  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: 08/27/2024

  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.

  However, I strongly urge GoFundMe to adjust their verification period. A verification period of over a week for a fundraiser for an urgent emergency is unacceptable, especially without receiving any response or update in the interim.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/13/2024

  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.

  A GoFundMe account was opened "In Loving Memory of **********************************. $3050.00 was transferred from GoFundMe to ******'s son's account. An error was made during the entry of the bank info (2 numbers transposed) and even though the names did not match, GoFundMe still transferred the money into the wrong account. Since that time, with EXTREME difficulty *** agreed to refund two small transfers, but REFUSED to return Transfer Amount: USD *******. In fact we have received nothing back. The *** site explains that a transfer takes 2-5 business days so that they can verify that the money is being properly transferred. Their system checks failed and they are refusing to take responsibility. They try to deflect the responsibility onto the banks and onto the consumer. They administer this entire process and they should act responsibly, ethically and exhaustively until the money is returned.

  

  Business Response

  Date: 08/21/2024

  Thanks for contacting us here, ******, and we're sorry to hear that a typing error caused funds to go to an different account.
  
  For some context, GoFundMe doesn't directly handle the money raised on GoFundMe fundraisers. Rather, our payment partners take care of donation processing and sending money to our organizers and beneficiaries. We did all we could to recall the funds, but the attempt was denied by the partner bank.
  
  Unfortunately, neither GoFundMe nor our payment processor is able to provide an LOI. The only documentation we can provide are the bank transfer letters that were previously sent to you. Please continue to work with your bank on recovering the funds on their end. Thank you for your understanding and cooperation. 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22138142
  
  I am rejecting this response because:

  At GFM's request I contacted my bank and secured the letter attached. GFM requested that the bank confirm the funds were not on hold and were received into a different account. My bank also requested a letter of indemnification from GFM in order to take any further action on the matter. GFM provided the transfer information from their bank so our bank could find the transfer (this was not requested and not needed), they disregarded our request for the letter of indemnification. Our bank cannot proceed without it. I would also like to point out that GFM has a banner on their website that says, and I quote "Go Fund Me Giving Guarantee' We guarantee you a full refund in the rare case that something isn't right.' This is what I am looking for and failing to get from them.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/25/2024

  Hi ******,
  
  By creating a GoFundMe account and fundraiser, you agree to our payment processor's rules, regulations, and processes. Unfortunately they are not able to provide an LOI for the typo in your account information. The GoFundMe Giving Guarantee applies to donors and beneficiaries, and you can view the full policy here: ********************************************************************************
  
  Thank you for understanding. 

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22138142
  
  I am rejecting this response because:

  No explanation is given for refusing an LOI, this is a standard request so that banking institutions can prove they are making valid adjustments for valid reasons. The benefactor never received their money, so your guarantee stands. Please issue an LOI so the bank can handle the matter or refund the money to the benefactor. It is not acceptable to just say... sorry, can't help.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/13/2024

  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 receive emails from Gofundme after I have donating to multiple organizations, however, they have no unsubscribe options and have been emailing me daily with emails to donate further and no one can take me off the email list. There is no unsubscribe option. No matter what I say to reach out no response from them.

  

  Business Response

  Date: 08/20/2024

  Thank you for contacting us here, ******, and we're sorry for any trouble. We do not see any account, support requests, or donation history connected to the email you've shared with us.

  You can always request to unsubscribe from GoFundMe emails here: ***********************************************

  If you have any further questions or issues, please reach out to us directly at support.gofundme.com and we'll be happy to assist. 

• Initial Complaint

  Date:08/09/2024

  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 regarding my recent situation (started 6 months ago) where after online scams and social media corruption I lost my job, home, car, dogs. I was almost homeless overnight due to these injustices. I am reaching out to the community for help financially since I have nothing left after draining my 401K and am unqualified for UI or Disability. However, people have been unable to donate to my cause. I have received no notifications of any foot traffic nor donations. I believe the Organization is trying to silence my situation. I need the Community's help. This is going against my civil rights in regards to the first amendment, Freedom of Speech. Please look into this ASAP as I have nothing.
  
  https://*********************************************************************************************************************************************************************************************************
  
  Hey, what's up? GOV/SOCIAL MEDIA STOLE MY LIFE!! I'm trying to rebuild from nothing—no money, job, car, or home—so any little bit helps and will be paid back when I'm back on my feet. Please click the link below to donate or share it if you can, I really appreciate it.

  Customer Answer

  Date: 08/09/2024

  I posted a GoFundMe on 7/26/2024. I had not been receiving any notifications/donations despite advertising it. I made a donation MYSELF to see what would happen and it looks like it isn't POSTED yet!!! I need this posted ASAP and reimbursed for all the potential lost donations I've missed.

  

  Business Response

  Date: 08/18/2024

  Thanks for getting in contact with us today, Loren, and we're sorry to hear of the circumstances that brought you to GoFundMe.
  
  Please keep in mind that GoFundMe is designed as a do-it-yourself fundraising platform. Success is dependent on reaching out to those you know and having them donate and share your fundraiser further. GoFundMe is not able to find donors for you or give you money. In the times we've seen strangers donating to strangers, the organizer has done an excellent job sharing with those they personally know first.
  
  In order to receive donations, you will need to set up bank transfers. You can find a step-by-step guide here: https://*************************************************************************
  
  If you have any other questions, please follow up with us directly in your ongoing ticket (#********). We're standing by to help. 

• Initial Complaint

  Date:08/06/2024

  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 trying to access my Gofundme account for almost 5 months now and it is in regards to the phone number that I’m trying to add to my account. It seems all as I get are conversations with bots or people that don’t exist and this back-and-forth has gone on for five months as I’ve created a Gofundme to rebuild my great grandfather’s church, Vladimir the Great, the king of the ancient kingdom of Rurik (Ukra***) in Kyiv that was destroyed in 1929 by Stalin. They refuse to provide me with a human being to talk to. I have wasted hundreds of hours trying to get a correct phone number on my account and all the instructions they give me are always wrong. They told me my Skype was good to use, but my Skype number is not good to use. I have tried adding Ukrainian numbers, Skype number and various other numbers with no success. So as a result of this insanity, can’t access my account.

  

  Business Response

  Date: 08/18/2024

  Thank you for getting in touch with us today, Michael, and we're sorry for the trouble.
  
  We can see that you submitted a request and your phone number was cleared back in April, in ticket #********. Because you are raising funds in $USD, you will need to add a US number to your account.
  
  We did not get a reply from you in your most recent interaction (ticket #********), so we have sent another message. Please continue to work with our team in that ongoing ticket. We're standing by to help. 

  Customer Answer

  Date: 08/19/2024

  
  
  Complaint: ********
  
  
  I have a US number. ************. They need to call me and stop sending me email messages from every every different person at Gofundme me. Brian is the latest person. Five months without raising money. Thet can csll me on my Ukrainian number. ***************. Only a phone call eill resolve this. I am rejecting this response.

  
  Sincerely,
  
  
  
  Michael N***

  

  Business Response

  Date: 08/20/2024

  We're happy to confirm that your fundraiser is live and able to accept donations. It's important to note that GoFundMe is designed as a do-it-yourself fundraising platform. Success is dependent on reaching out to those you know and having them donate and share your fundraiser further. GoFundMe is not able to find donors for you or give you money. In the times we've seen strangers donating to strangers, the organizer has done an excellent job sharing with those they personally know first.
  
  Please also note that you will need to be located in a supported country in order to reliably access your GoFundMe account.
  
  We currently offer full support via email and live chat, and we have not received a response to our latest message. Please follow up with us in your existing support ticket and we will be more than happy to help resolve the issue. 

• Initial Complaint

  Date:07/29/2024

  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.

  My house burned down and my sister started go fund me. She was able raise 8000. She gave me 2000 and refused to give anymore. Reported her for fraud and go fund me claimed no finding of misused based off her lies. So she used my situation to make money for herself. I want the people refunded

  

  Business Response

  Date: 08/10/2024

  Hello,
  
  Thank you for taking the time to reach out to our team. Our Trust and Safety team reviewed your report and opened an internal investigation into the account based on the information that was provided.
  
  At that time, proof was provided showing that the funds were used in accordance with the fundraiser description. 
  
  If you have more information or evidence to the contrary, you are welcome to follow up with us in the existing email thread and we can be sure to take it into account.
  
  For complete details and limitations please feel free to review our policy here: *********************************************************************
  
  Thank you for your understanding. 

  Customer Answer

  Date: 08/11/2024

   
  Complaint: 22063542
  
  I am rejecting this response because: They allowed my sister to lie and scam and steal. I was never given a chance to prove my side because they just believed her and refused to show me the proof she had saying the money was not misused. There is no home going back and I have not been given anything to help my situation. My son and I are sleeping on air mattresses on the floor of my aunt's apartment. If not for her we would be homeless and hungry and go fund me believed the lying thief just so they didn't have to repay me under their guarantee. I messaged several times to go fund me and they never responded about how she convinced them she didn't misuse money. Again there is no house going back so her keeping money was fraud and go fund me allowed her get away with it and ignored me like I did wrong. Never given chance prove my side. I did what go fund me said to do I filed police report and nothing. Go fund me takes advantage of people going through bad situations to profit. Allowing people to use there site to scam people.ihave interview with my new channel about how they let people set up fundraising to help only to be able to keep the money and get awAy with it so go fund me doesn't have to pay back the money under the guarantee they say they have with is ********. I lost everything and now my own family got away with stealing what lil hope I had to get back on my feet. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/19/2024

  Hello *******,Thank you for this feedback. We're sorry about the frustration you experienced.For security reasons, we are unable to share specific account details with anybody other than the accountholder of the relevant account. 

  If you have any further proof regarding this matter, I suggest that you follow up within the existing email thread. You can use this form to submit any documentation: *********************************************************************

  The information provided will only be used by GoFundMe for verification purposes or purposes permitted by our Privacy Notice: ************************************************

  Thank you for understanding.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22063542
  
  I am rejecting this response because: I've never seen any proof of how they proven the money was used for you to say the money was not misused. Y'all believed the thief. My son and I are sleeping on floor at **********. The plan in beginning was to rebuild where house was at originally but that's not gonna happen. They used the money claiming it was to pay them back for money I borrowed before the house burned.which is not what the funds was raised for. I've ask them to buy my son a bed since they kept money. They refused ask to pay for his meds they refused.but they did buy new tailgate for my dad's truck paid for my sister's son karate class. I got 2000 from the money. Nothing else. Y'all still refuse to show me proof of how they proved it. I have so much proof but y'all refuse to listen to the truth. My lawyer will be contacting you and the new broadcaster I did exposing go fund me and how y'all allow people to be scammed is due to be aired this week. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/29/2024

  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 created for me to gather funds to cremate my husband. Friends and family donated the exact amount needed and transfers were sent by GoFundMe in the total amount of $3,540.90. However, for two months now I have been doing everything GFM has asked me to do in order to get the funds transferred to my account. The funds were sent to a different bank, not mine, the routing number was changed and I was locked out of my GFM account until they got me back into my account. I was unable to see where those funds went. GFM sent me the tracking information for each transfer and asked me to contact my bank, which I did, to make sure they weren't holding the fund and to provide a statement showing I never got the funds. Even though they have the account/routing # it was sent to which does not match my banking information. They keep telling me to provide the same information over and over again. Which has dragged this out for 2 months now. I have no incurred late fees on top of late fees due to not getting my funds that MY friends and family donated to me. They also asked that I contact the bank that the funds were sent to. I did that, the bank said all GFM needed to do was reverse the transactions. I keep getting told again and again to provide the same information, contact my bank, the other bank. When does this stop. I obviously don't have the funds. There is nothing more I can provide and they know I don't have the funds which were meant for me. I would like for GFM me to provide me the funds that are meant for my husbands death and cremation. Anything you can do to help me in this situation would be greatly appreciated.

  

  Business Response

  Date: 08/08/2024

  Hi ****,
  
  We're so sorry for your loss. Sending you our deepest condolences during this difficult time.
  
  We can see that you're in contact with our Escalated Support team regarding this. We deeply apologize for the wait but these types of investigations can take long periods of time to complete due to our payment processor having to investigate with multiple entities.
  
  We'll keep you updated on any next steps in Ticket #********. If you have any questions, please respond there.
  
  Thank you.

• Initial Complaint

  Date:07/19/2024

  Type:Delivery 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.

  It was brought to my attention that my child's biological father who is on a permanent restraining order with her being the one protected, has created a GoFundMe requesting money to help him get back to her. This is him scamming others' out of their money, and I have reported it to the platform, and provided proof of the permanent restraining order, that was provided legally through a court system. The platform has still not shut down the fundraiser, where he is scamming people out of their money, and using photo's of my child back when he was able to be around her. This is not acceptable for the public, nor for my child to be advertised as such. I will attach the link the the fundraiser, and I can also provide you proof of the ***** ORDERED permanent restraining order also if needed. ***************************************************************************************************************************

  

  Business Response

  Date: 08/01/2024

  Hello,
  
  Thank you for taking the time to reach out to us with your concerns.
  
  Our team has 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 on the fundraiser. 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 understanding.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22015597
  
  I am rejecting this response because:
  He has went to jail on criminal domestic violence with a high and aggravated nature due to the use of a weapon and the child was present. There was a permanent restraining order out in place for protection so he can not be around the child or me. The fact the GoFundMe platform has already seen this court order that is in place, and is still allowing him to obtain funds from unknowing individuals is outrageous. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/17/2024

  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 received an email from gofundme thanking me for making a donation to ****'s Battle with ALS. $200 of my money was donated to the campaign and $36 was taken for a processing fee for gofundme. I never contributed to this campaign; I don't know ****. I received an email stating that my money was refunded. The very same day the same amount was deducted from my account from **********************. I never received an email for this transaction. I contacted them via chat Monday, July 15th and was advised that a representative would contact me in a few business days. I have heard nothing. I tried to contact them via chat again today (7/17) and saw that chat was unavailable. I left my email address for them to contact me. I really don't understand what's going on. I just want my money back. I was told that if I close my card it will take even longer for my money to be refunded.

  

  Business Response

  Date: 08/01/2024

  Hi ****, 
  
  GoFundMe takes fraudulent charges very seriously and continuously works to combat this activity. Our Risk team investigated the referenced charge and confirmed it was refunded on July 11, 2024. Your funds should have returned to the original payment method within 3-7 business days of that date. If you did not receive that refund, please provide your bank with the refund letter provided by our team on July 18th via email. 
  
  If you have any issues or need any additional information, please let us know. 
  
  All the best.

  Customer Answer

  Date: 08/01/2024

  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:07/12/2024

  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.

  Dear Better Business Bureau,I am writing to file a complaint regarding GoFundMe withholding donations after I provided evidence of the receipts. I created a campaign on their platform to raise funds for my granddaughters funeral, and donors generously contributed to the campaign.However, after providing GoFundMe with all the necessary evidence of the receipts and expenses incurred for the cause, they have been withholding the donations without any valid reason. It is unacceptable and goes against the principles of transparency and accountability, which should be upheld in crowdfunding platforms.I urge you to investigate this matter and take appropriate action to ensure that GoFundMe releases my donations. Thank you for your attention to this issue.Sincerely,***********************

  

  Business Response

  Date: 07/23/2024

  Thank you for getting in touch.
  
  Our Trust and Safety Teams have vigorous processes to ensure donors funds are protected and our Terms of Service are upheld. This can sometimes result in withdrawal holds.
  
  In this case, I can confirm that the issue has been addressed and our team has followed up with you over email. The hold has been removed as of the 15th of July and the remaining funds should arrive within the next 2-5 business days.
  
  Please get in touch with us if you have additional questions or do not receive your funds.