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: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.

  *see attachment

  

  Business Response

  Date: 06/04/2024

  Hi *****,
  
  We're very sorry for your loss. Sending you our deepest condolences during this difficult time.
  
  If you are an individual who should have received funds from this fundraiser (****************************************************), please file a beneficiary claim through our GoFundMe Beneficiary Guarantee (*********************************************************************). The information you provide will allow our Trust & Safety team to investigate the fundraiser and take appropriate action.
  
  After we receive your claim, our Trust & Safety team will work with you directly. Additionally, we encourage you to contact law enforcement if you believe that this individual is committing fraud or breaking the law.
  
  Thank you.

• Initial Complaint

  Date:05/30/2024

  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.

  My name is ************************, I am a Life Scout with Boy Scouts of America in ******* *****. I started a GoFundMe account in early May to raise funds for a Women's Shelter in ******* ******. I used my contacts at ************** a local US and **** base that is supporting the shelter with many of their needs. My contacts provided me with a detailed list of needs for the shelter, and I am ready to order, receive, package and ship these items to the shelter. As this is part of my Eagle Scout project, I cannot simply send the funds, or order and have delivered the needed items. The Eagle Scout project requires me to order, receive, package and ship these items along with the communication and coordination with all parties involved. However my funds have been suspended. I have opened numerous trouble tickets but get the same answer every time. Someone would contact me. I am running out of time as all of this must be completed by my 18th birthday. GoFundMe does not have a customer service number, just a Bot named Ray and less than helpful agents on chat lines reading scripts. Here are my latest trouble tickets ********, ********, ********, ********. Each time, the agent on the chat says "I am escalating your case but allow 3-4 business days for a reply and nothing comes but an email showing me the transcript and that my funds are suspended. I have answered all of GoFundMe's questions with a summary document showing points of contact, email, names phone numbers and tax and business ID numbers. I have put 11 years into pursuing my Eagle Scout rank and GoFundMe is endangering my completion of my Eagle Scout rank. I believe GoFundMe should establish a call center, they're customer service chat and emailing process is absolutely ineffective. In Scouting...***********************

  

  Business Response

  Date: 06/10/2024

  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.  
  
  Please get in touch with us if you have additional questions or do not receive your funds.

  Thank you.

• Initial Complaint

  Date:05/28/2024

  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 biological mother created a go fund me. She is a known con artist. She is deceiving many people into donating to her go fund me. It is called Life Saving Mental Health Treatment. She claims she is attempting to collect money for me to go to a mental health program. She also makes claims about my mental fitness. Not a single thing she states is accurate. I am not mentally ill, nor has there ever been any indication that I will be attending any program. Furthermore, she did this without my permission, of course, and I have told her many times since then to take down this page. I have written to Go Fund Me thrice now. Once on 5/10 another time on 5/21 and then again on 5/24. Regarding this exact matter, and I included even more details. They have not responded. My mother, who has a slew of psychiatric disorders is conning people as well as defaming me - on Go Fund Me. Go Fund Me says it is their policy to immediately investigate all said reports of fraud. They have not done so. They should not be allowed to claim that they investigate or care about individuals committing fraud if they are in fact enablers. All I want is for this to be taking down immediately and for the funds to be returned to the people who contributed.

  

  Business Response

  Date: 06/10/2024

  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.

  
  

• Initial Complaint

  Date:05/25/2024

  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.

  5/14 received an email notice that I had donated $50. I do not recall creating a gofund me account, and the name associated with the account was incorrect. I was not able to tell where this payment came from ( which account ) as GFM does not display this information. I spoke with several agents ( bots? ) via Chat and was firmly redirected to fill out a Refund Form. This doesn't address my concerns. On 5/14 I filled out a form, and replied via email that I needed to speak to a human to understand if my account was being used for fraud. On 5/21 I received an email that funds had been returned. I responded that this did not address my issue, and that I needed additional information. I have not had a reply to my initial email on 5/14 nor 5/21. It appears to be fraud, possibly laundering funds via my account. I need to understand how my account was used to donate funds. I need to know what account the money was drawn from. I need to know when my account was created. I need to know how an account could be created without some sort of confirmation going to my gmail address. It suggests someone has access to my gmail account, my security review shows no one has accessed this account except for me.It is amazing that a company dealing with finances and potential fraud has ZERO options to speak with a human.

  

  Business Response

  Date: 06/04/2024

  Thank you for getting in touch.
  
  GoFundMe takes fraudulent charges very seriously. We see you alerted our Payment Review team of the charges, and can confirm the donation associated with your email was refunded on May 21st, 2024. Additionally, our team reached out to you on May 28th with further details relating to the donation in question. If you have any outstanding questions not answered there, we recommend following up on that thread.
  
  As a precaution, we also recommend you review your personal bank, card, and other relevant account activity as transactions like these can be a sign of compromised credentials or account breach outside of GoFundMe.
  
  We apologize for any inconvenience this caused and are working hard to prevent this sort of fraud from occurring again. We vigilantly investigate these transactions and block the individuals responsible. If you notice suspicious charges connected to GoFundMe in the future, please let us know immediately and we will take appropriate action.
  
  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21761394
  
  I am rejecting this response because: It does not address any of my concerns. Company replied by deleting my account, which I did not request. They have said they will not provide any of the information I have requested, such as

  -When the account was created
  -If it is possible for the account to have been created without access to my email ( for example by using a phone account )
  
  This is clearly an instance of fraud, and GFM will not give me even basic information regarding this account, information I need to determine if my account was used for illegal activity. I also need to understand if my email account was compromised, and when. To the best of my knowledge, my account has NOT been compromised. I'm really just looking for someone to answer some basic questions and all I get is form letters and things I didn't ask for.
  
  I can only imagine how miserable users must be that have suffered a death in the family, and are having to deal with GFM holding onto donated money, or other problem. For a company that doesn't do much other than take a percentage of donated money, you would think they could at least provide decent customer support.
  

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

  

  Business Response

  Date: 06/10/2024

  Hi ******,
  
  We understand your concern here. 
  
  We want to let you know that the donation was made on May 14th, which was the first and only instance of activity using your email address prior to the removal of the associated account on May 21st. It is not required to provide a phone number or verify an email address in order to donate on GoFundMe. 
  
  We would recommend working with your email provider to ensure that your account security settings are up to date, if this is of concern to you.
  
  Take care. 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21761394
  
  I am rejecting this response because:

  You have not answered my question.  I am asking again, on what date was that account created?

  1. What date was the account created

  2. Could the fraudster have created an account without verification of email?

  3. Can you donate without an account?

  4. When you donate anonymously, does it still create an account that the user does not know about / have access to?
  

  
  

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

• Initial Complaint

  Date:05/22/2024

  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.

  * Date: 5/15/2024 * Amount Paid: $1,190 ($1,000 donation + $190 tip amount) thru GoFundMe donation platform * What business committed to provide: Process my online donation to Dads Evoking Change * Nature of Dispute: Absolutely NO information letting me know I could adjust/reduce the $190 amount automatically filled in the Tip box. I was mislead into thinking I had to accept this amount for my donation to be processed. This is such a sneaky practice, I consider it consumer fraud, and I want the $190 I was deceived into paying returned back to me. * Did business try to resolve this problem? NO - Zero effort made by GoFundMe to resolve this. * When/where was AD seen: on the Dads Evoking Change website - Donation page.

  

  Business Response

  Date: 05/25/2024

  Thanks for getting in touch with us, ******, and we're sorry for any confusion or frustration here. Unfortunately, we have no records of you reaching out regarding this donation. Our team has sent a message to you confirming that we were able to refund the tip, so please follow up with us in ticket #******** to work with our team directly. Thank you. 

• Initial Complaint

  Date:05/14/2024

  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 is about gofundme. I am here at my wits end. They accepted a fund from a family member that is estranged. He is the sibling of my deceased husband. I complained about the fund. Told them to give the money back to everyone as it was a fraudulent education fund (my kids have not received anything from this fund as I pay for everything). To this day, they never advised that my request was fulfilled. The fund was taken down with no response to me. Before I take legal action, I am giving them one more chance to tell me what happened and if the money was returned. FYI: the fund was collected on behalf of minors and as the sole surviving parent and guardian I have every right to request this information.

  

  Business Response

  Date: 05/28/2024

  Thank you for taking the time to contact us.
  
  We're so sorry to hear of the circumstances that have brought you to GoFundMe.
  
  Upon receipt of your reports, our team opened an internal investigation into the account based on the information that was provided. Appropriate action was taken as a result. Unfortunately we are unable to provide any further information regarding the account in order to protect the privacy and security of our customer's information.
  
  We encourage you to contact law enforcement officials in your area if you believe this organizer is committing fraud or breaking the law in any way. We will cooperate with law enforcement in any investigation they deem necessary.
  
  Take care.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21710296
  
  I am rejecting this response because:
  The response indicates that appropriate action was taken and due to protection of their customer they didnt provide additional information.  The only people that shouldve been protected are my children.  Because the fund was started fraudulently on gofundmes platform on behalf of minors.  I requested confirmation that funds were given back to all and no monies were given to anyone fraudulently claiming to be beneficiaries for my children.   If gofundme is forcing my hand to take legal action I will.  It will be involving all parties, not just the one who opened the fund. Perhaps this is a matter for the press as well.  I have found multiple stories about gofundmes processes and how it allows people to open fake funds without recourse to the one thats being taken advantage of.  What is your process to ensure that the funds go to the people that it is said to be for?  Why would you allow just anyone to open funds for people; especially children?!
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:05/13/2024

  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.

  GoFundMe continues to allow donations to be made under "Support the nationwide actions on the ****************** ******************************************************************************************************************************************* Despite having reported this campaign last week due to these donations funding violent protests at the *********************** in *************** during which campus buildings and public property is repeatedly vandalized, they have not taken action to freeze assets and prevent further donations. The previous week, protests funded by the aforementioned campaign caused over 1.5 million euros of damage to university property and the funding that GoFundMe allows to continue allowed for yet another violent protest to take place today causing even more damage. These protests are organized by radical communist activist groups who mislead students into engaging in such activities supposedly in support the Palestinian people while claiming that their repeated crimes constitute a peaceful protest. Multiple laws have been repeatedly broken. Local news organization posted the following video of the organization GoFundMe is supporting: ********************************************************************************************************

  

  Business Response

  Date: 05/21/2024

  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.

• Initial Complaint

  Date:05/11/2024

  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.

  **************** not properly helping resolve an issue, saying to use an EDIT button under my transfers section that is NOT there. That's all they keep repeating so far. SO FRUSTRATING :( Praying my daughter's fundraising money doesn't get scammed off now....

  

  Business Response

  Date: 05/20/2024

  Thanks for contacting us here, ******.

  Were sorry to hear about the delay and the negative support experience this has been so far. It can take up to 10 business days for the rejected funds to return To the available balance, and then be sent out to your beneficiary's bank on file automatically. Our team will follow up on the ongoing message with you and copy our beneficiary as well so we can investigate further and work on this together.

  Many thanks,

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21698293
  
  I am rejecting this response because:

  All they did was lock me out of my own fundraiser because of adding a beneficiary and now I can't track ANYTHING. Quite convenient for them. AND STILL HAVENT FIXED THE EDIT BANK  ACCOUNT INFORMATION. They genuinely need to be investigated for knowingly s******* people over/not address issues that need immediate resolution. This is absurd and I will never use them to fundraise EVER again. Please have someone audit them if possible

   I guarantee you this is a common problem, stemming from long time ago and they aren't addressing the issues, just ignoring them. NOT how an organization should be ran. And now they are trying to say the transfers to the beneficiary account are failing as well when it's a valid bank account. -3 star organization/scammers. This organization should be ashamed of how they handle their site and customer service relations. ?? ?? ??
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/11/2024

  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 have reported several of this girls Gofundme as fraud and they've refused to remove it. This girl is scamming people. She's actually viral on TikTok. The girl brags about how much money she makes but asking for the public for money she doesn't need and not using funds for that purpose *************************************************************************** This girl claims her son was beat up when that is false information and she claims her son was assaulted and is comparing it to the ***** Hook shooting. This girl edited a video of her son and is not making her son accountable for his actions when the fight was planned and her son threw the first punch

  

  Business Response

  Date: 05/23/2024

  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: 05/23/2024

   
  Complaint: 21698282
  
  I am rejecting this response because: several people have requested a refund 
  She wants the public to pay $30,000 for her to move and she lied about it. There's no proof she used to money for a lease deposit. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/04/2024

  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 am the recipient of a Go Fund Me account. Donations made to my account back in Feb/March have not been deposited into my bank account despite receiving emails that this money would be deposited within 2-5 business days. I sent a message to the company 2 weeks ago and have not heard back. I am still waiting on almost $2500 from them. It is impossible to email directly or speak to a human so I don't know how else to receive these much-needed donations.

  

  Business Response

  Date: 05/13/2024

  Thanks for getting in contact with us today, *******, and we're sorry for any confusion here. It sounds like you may be referring to payment processing fees. To help us operate safely and securely, one small transaction fee per donation (2.9% + $0.30, which includes debit and credit charges) will be deducted. This is deducted automatically from donations, so you will receive all funds raised minus these transaction fees.
  
  For more information about fees in your country, check out our pricing page here: ************************************************
  
  Our support team has reached out to you with more context, but we have not heard back from you. If you have any further questions, please reply to us in ticket #********. We're standing by to help.