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:07/09/2024

  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 set up a GoFundMe page to help my husband and I with our monthly bills because he has stage 4 cancer and is not able to work because of the chemo. Every time I have shared the GoFundMe the link for my husband and I changes and I am trying to understand why that is. I've tried to ask questions with the bots and have not gotten an answer. I'm a little confused as to why the link changes every time I share that GoFundMe.

  

  Business Response

  Date: 07/17/2024

  Hi *********,
  
  We're sorry to hear of the situation that brings you to GoFundMe. We're sending strength to you and your husband. It looks like you contacted our team under a different Gmail email address so please refer to Ticket #******** for further assistance.
  
  To clarify, your main fundraiser link can look different than your short fundraiser link so that could be why you're seeing a change in your link. If you have additional questions, please let us know in the existing ticket you have with our team.
  
  Kindly,
  
  

• Initial Complaint

  Date:07/09/2024

  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.

  My family and I set up a Gofundme for a family member who needs money for kidney operation. All our family and friends donated to raise funds. However, Gofundme has paused the transfer of funds for the past month. Gofundme requested more information on the patient, which we submitted twice on June 6th, and June 11th, 2024. They do not have a phone number nor a live a person to talk to. I also sent few emails to follow up but no response at all. My family and I need the funds we raised for our sick family member to be transferred to a bank account I provided as soon as possible. Gofundme is simply risking and causing the death of our family member as she has been in desperate need of kidney donation and replacement surgery. I have attached all documents to this complaint . If Gofundme ignores our request and doesnt respond, our next step would be to file a formal complaint through the legal court system.

  

  Business Response

  Date: 07/23/2024

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  Our team conducts reviews on accounts to help ensure they are compliant with all applicable laws, strictly enforced policies from our payment partners, that fundraiser organizers and donors are protected, and that funds are delivered safely and securely to their intended recipients also known as beneficiaries. This may result in withdrawal holds and we apologize for the frustration.
  
  Please keep an eye on your inbox for an email from our team detailing the status of your account review as well as the next steps.
  
  We appreciate your patience and understanding.
  
  Kind regards.

• Initial Complaint

  Date:06/29/2024

  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 created a gofundme account to create a fundraiser. Once the fundraising had been completed and I tried to transfer the funds to my bank account, ********************** would not let me due to an incapability of verification. I then proceeded to provide any extra information they required, yet the identity still could not be verified. I was redirected to reach out to their customer service email which I did repeatedly over several weeks and have yet to hear back anything. I have repeatedly tried to get in contact with gofundme but cannot get in touch with them. I will gladly provide any information to verify my identity but gofundme will not respond to any of the several emails that I have sent them.

  

  Business Response

  Date: 07/03/2024

  Hi *****,
  
  We're sorry for the trouble you were experiencing with your account. We see that you're in contact with our ************* team to get assistance with your bank transfers.
  
  If you have any additional questions, please continue to reply to that email thread in Ticket #********.
  
  Thank you,

• Initial Complaint

  Date:06/27/2024

  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 contributed to two GoFundme campaigns in the last few weeks. (something I do about once a month.)Both times I declined to leave a tip on top of my contribution. Both times after I elected a payment method and submitted the screen showed briefly that the tip slider showed a significant tip and then produced a 'confirmation' screen that included this tip instead of the amount I selected.I believe GoFundme has deliberately coded these screens to make it more likely for them to get these tips and I believe that is unethical.

  

  Business Response

  Date: 07/03/2024

  Thank you so much for contacting us about this, ****, and our sincerest apologies for this issue.
  
  
  We really do value your feedback and our product engineers review all feedback made by our customers, so we will make sure this is recorded.
  
  
  To continue looking into this, our team has sent you an email directly so we can help from there. Please keep an eye on your inbox for an email from our team. Ticket: ********

• Initial Complaint

  Date:06/21/2024

  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.

  I donated a significant amount of money (above $100 AUD) to a go fund me for an alleged victim of abuse, this person turned out to be a liar and used the money incorrectly. I and many others opted for a refund, and others where able to recover their money while I did not, we all had the same evidence and contact to give to go fund me.After the initial decline of my refund request I requested another, I have not received any response yet since I requested the second refund as of early April 2024.

  

  Business Response

  Date: 06/25/2024

  Hello,
  
  Our Trust and Safety team has reviewed your claim and opened an investigation into the account based on the information that was provided in your claim. It was determined that you are not eligible for reimbursement under the Guarantee. Since that is the case, we are unable to refund your donation at this time. 
  
  For complete details and limitations please feel free to review our policy here: *************************************************************************************;
  
  Thank you for your understanding.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21882500
  
  I am rejecting this response because: other people who donated where refunded with the same evidence i provided.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/17/2024

  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.

  My wife has recently passed away (May 27th), and some members of the community started a GoFundMe campaign to help raise funds to cover the expenses incurred during this time of transition. I am left with a limited income with a severely disabled, special needs son who suffers from autism. Most of our finances went through my wife's account which is currently frozen due to her passing. The fundraiser started on GoFundMe is currently sitting at around $1700, but I am currently unable to access those funds. At some point of time in the past, I had an account with **********************, but it had been closed and I was unaware of the closure until I checked very old emails. I have petitioned GoFundMe's customer service to please look into the matter, but I have not received a response from them. It is very urgent for my family to regain access to that account if possible. I can provide any documentation necessary, including a copy of the death certificate and marriage license if necessary.

  

  Business Response

  Date: 06/23/2024

  Thanks for getting in contact with us, *******, and we're sorry for the trouble here. We can see that our team was able to reinstate your account, so you should be able to accept that beneficiary invitation now. If you have any further trouble, please reply to our team's outreach (ticket #********) and we'll be more than happy to help. Sending our deepest condolences to you and your loved ones. 

  Customer Answer

  Date: 06/27/2024

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/15/2024

  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.

  This business has had complaint after complaint about how the transaction are completely delayed , when they are deliberately spreading the false narrative that their service is for emergencies... im pretty sure an emergency is not a 3 -5 day wait for emergency funds...Do I need to define emergency? Look like a class action lawsuit is needed

  

  Business Response

  Date: 06/16/2024

  Thanks for getting in touch with us, ******, and we're sorry for any confusion here.
  
  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. All of our payment partners are fully compliant with industry standard and federally-mandated information safety and data privacy regulations, and they take time to verify each donation as part of their security measures.
  
  You can learn more about how we send funds here: ***********************************************************************************************
  
  We hope this is helpful, but please feel free to follow up in your support ticket if you have further questions. 

• Initial Complaint

  Date:06/13/2024

  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 started a go fund me after my uncle has a stroke the fund raised over 3000 to date we have only received ***** and I have concatenate support there was a fraud hold we had that released but now the fund has been cut off and we still haven't received our funds we would like for the money to be sent or people refunded their money you can't never speak to someone it's always wait this many days or it's the account is wrong when I know it's right sned that indo still nothing it's sad how this company allows this to happen

  

  Business Response

  Date: 06/22/2024

  Hi ******,
  
  We're so sorry to hear about the situation that brings you to GoFundMe. We've reached out to you via email to get this sorted out for you so please reply back to Ticket #********. For security reasons, we can only communicate details with the email address we have on file for the fundraiser so please be sure to provide that to us.
  
  Thank you.

• Initial Complaint

  Date:06/11/2024

  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.

  06/10/24: IT issues: ************* after selecting "change password": absolutely none of the proposed passwords were accepted. Automated Response: "Invalid Password" although the instructions were followed to the tee. Need a estimated date of resolution.

  

  Business Response

  Date: 06/18/2024

  Hi ******, 
  
  We're sorry to hear that you're receiving that error. If you haven't already, we suggest trying to clear your browser's cache/cookies to see if that helps. Our team has also reached out to your email directly to best support you. If you continue to have issues signing into your account, please reply to our email. You can refer to Ticket #********. 
  
  Thank you.

• Initial Complaint

  Date:05/31/2024

  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.

  This has been an ongoing issue I filed a complaint with you already I've already done tons of reviews

  

  Business Response

  Date: 06/10/2024

  Hi ********,
  
  Our team opened an internal investigation into the account based on the information that was provided. At this time, our team responded to you with further details regarding this review.
  We invite you to follow the instructions that the Trust and Safety team sent to you through this email thread (Ticket #********), and we will help you get access to the funds raised.
  
  Thank you for your understanding.