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:03/25/2024

  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.

  About March 5th I went online to establish an account with ********************** I added a photo graph and wrote my story. The next day I went online and my story was deleted. I asked for them to send my story back to me they have not done so. I've sent at least 6 emails requesting they sent my story back but they have not done so. The story cannot be duplicated. Please ask them to sent me story to me.

  

  Business Response

  Date: 04/04/2024

  Hi *******,
  
  We're sorry for the trouble. We weren't able to locate a fundraiser under the email address provided. To receive assistance, please reach out to us through our ************ ***************************************************
  
  Thank you,

  Customer Answer

  Date: 04/12/2024

  The email address established for go fund me is:  wethepeopleusa************

  
  

  Thank again.  I look forward to getting my story back from go fund me,

   

  There support website does not address my concern.

  
  

  I simply want the story that I submitted under we the people *** ************ return to me.

  
  

  
  Regards,
  
  ***************************

  ************

  
  

  Customer Answer

  Date: 04/15/2024

  Here are the tickets that go fund me has opened on my page.

  
  

  They never fulfill any of them.  Ticket #********, ********, 14050817.

  
  

  Please help me get my story back.

  
  

  Thank you. 

  
  

  
  Regards,
  
  ***************************

  ************

  

  Business Response

  Date: 04/17/2024

  Hi *******,
  
  We responded to your email on April 17th to provide the contents of your fundraiser story.
  
  Our Trust and Safety team reviews the content of GoFundMe fundraisers to ensure our Terms of Service are upheld.
  
  We're sorry to say that GoFundMe is no longer able to process donations for your account. As a result, we have removed your GoFundMe account and any fundraisers within it.
  
  If you have questions about the reasons for these actions, you can view our terms of service here: ********************************************
  
  Thank you for your understanding.

• Initial Complaint

  Date:03/22/2024

  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.

  We have given them the information regarding my sister's credit union. We gave them the account number to go into her savings accounts. They said they had not received her account information after we sent it multiple times. My sister's name is ************************. I sent up the GoFundMe for her because she has physical issues that do not allow her to do such a thing. I have so many saved messages from the *** and support for GoFundMe but there is no contact back from them. Ticket number ******** Complaint taken in dictation by BBB rep **

  

  Business Response

  Date: 04/05/2024

  Hi ******,
  
  We're sorry for any confusion with this. We're showing that all available funds have been transferred to you. If you'd still like to add your sister as the beneficiary to receive future funds, please contact us so we can help further. You can respond to Ticket #********.
  
  Thank you.

• Initial Complaint

  Date:03/17/2024

  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 donated 8 years ago. The person never picked up the money. GOFUNDME has said you can only refund 1 year later. They didn't refund me. I have sent emails. They are going to keep the money for themselves. I didn't donate to GOFUNDME. I donated to *******************. They should be refunding money if it hasn't been picked up in one year. Not make the customer ask. They are taking money that don't belong to them. Since the person didn't need it, why would they keep it?

  

  Business Response

  Date: 03/27/2024

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

  Were sorry to hear about the trouble with your refund request. In taking a look at your details, we can confirm that were unable to proceed with a refund since the donation was made 8 years ago, because we no longer have access to the transaction. Our team was able to share those details with you as well in our support emails. Working with the person you donated to will be your best solution here.

  Thank you so much for your understanding,

• Initial Complaint

  Date:03/14/2024

  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 had a Go Fund Me account. I have a medical illness. $40 in donations were sent to the wrong bank. Go Fund Me will not recall the funds because its only $40. Their words.

  

  Business Response

  Date: 03/16/2024

  Thanks for getting in touch with us here, *******, and we're sorry to hear that incorrect information was entered into your account and caused your funds to be sent to a different bank.
  
  For some added context here, 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. We are beholden to their policies and processes, and they will not be able to investigate these missing funds further due to the fees charged by host banks.
  
  To clarify about fees, theres no fee to start or manage your fundraiser on GoFundMe. However, to help our payment processors operate safely and securely, one small transaction fee per donation (2.9% + $0.30, which includes debit and credit charges) will be deducted automatically from donations
  
  Please use the information we have provided to work with the receiving bank directly on locating your funds and returning them to your payment account. 

  Customer Answer

  Date: 03/17/2024

   
  Complaint: 21431091
  
  I am rejecting this response because, every dollar should count and every customer should count. The bank will not work with me because I do not have an account with them and I did not deposit the money, Go Fund Me partner ***** did. The bank has rules too that the amount deposited must be recalled by the company that deposited. These are not new rules, so ***** should be well aware that in these cases this is what needs to do be done. To get the money to the right person. Im sure this isnt the first time that this has happened. And if it takes an additional fee from ***** then that I would understand. Stating that the amount is too small is the same as stating the customers dont matter. On top of that, why did ***** demand I take so many steps prior. I did all the steps demanded of me, and it took three months. Just to come to a dead end and be refused help in getting the funds either to myself or back to the donors. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/18/2024

  Unfortunately we need to abide by the policies set forth by our payment processors. Because we here at GoFundMe do not handle the money directly, there is no further action we can take if our payment processor cannot move forward with investigating the missing funds. There are additional fees incurred with investigating missing transfers, as you mentioned. Now that you have corrected the bank details in your account, further funds should be sent to you without issues. We thank you for your understanding and cooperation. 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21431091
  
  I am rejecting this response because: I would like to speak to the Payment Processor if Go Fund Me has no control over the process of recalling the funds I would like the payment processor, ***** to take out what fees it needs to In order to recall the funds. 

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

• Initial Complaint

  Date:03/13/2024

  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.

  Date of Transaction: December 5, 2023. I donated $100.00.A Go Fund Me was set just by my son's mother in-law to help for medical and household expenses due to a seizure my son suffered at the end of Nov 2024, he broke his shoulder blade and femur. He had 2 major surgeries; his wife was a stay-at-home mom with a 21-month-old and another child that was due any moment. My son was the sole provide and he was going to be out of work for 3 months and **** doesn't have State Disability. So, their income would be very limited, Early February I found out that the funds were not used for the intended purpose. The money did not go to my son. Mother and daughter ended up leaving my son and took the money. I have contacted Go Fund Me numerous times only to receive an email that I would not receive a refund. They said they found no indication of misused of funds. Well, no of it went to my son for his medical or household expenses. The account has since been closed and money has not been returned. **** for the GoFundMe Trust and Safety Team is the person who has been emailing me. There needs to be a better system of tracking the funds to make sure it goes to the attended person.

  

  Business Response

  Date: 03/21/2024

  Hello,
  
  We apologize for the confusing messaging here.
  
  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. We were able to confirm that your donation was successfully sent to the organizer and transferred successfully to the recipient. As such, 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.

• Initial Complaint

  Date:03/08/2024

  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.

  This company took down my fundraiser which did not violate the terms of service. When I contacted support, I asked them to explain exactly how my fundraiser was in violation. They could not tell me. It was through a chat. They said they could not tell me how and then just ended the conversation without saying goodbye or anything. I opened another chat. They told me to email support. I emailed them over a week ago and they are ignoring all of my emails. Not one response and Ive sent several. Furthermore, in their terms of service, it clearly says funds cannot be raised to pay legal fees for financial or violent crimes. They have a fundraiser on there that IN THE DESCRIPTION says its for funding legal fees for a financial crime. They refuse to take it down. I went on their chat to report it. As soon as I have them the *** of the fundraiser, again, they abruptly ended the chat. Im assuming because this particular fundraiser has been reported many times. Bottom line, their practices do not follow their terms of service and their customer support is rude and unhelpful.

  

  Business Response

  Date: 03/16/2024

  Hello,
  
  Our Trust and Safety team reviews the content of GoFundMe fundraisers to ensure our Terms of Service are upheld.
  
  We're sorry to say that GoFundMe is no longer able to process donations for your account. As a result, we have removed your GoFundMe account and any fundraisers within it.
  
  If you have questions about the reasons for these actions, you can view our Terms of Service here: ********************************************
  
  Thank you for your understanding.

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21407563
  
  I am rejecting this response because:
  GoFundMe allows other fundraisers that blatantly violate the *** and cant even tell me how mine did.  I went through the entire *** and do not see anything to where my fundraiser was in violation.  If GoFundMe is going to take mine down, they should take this one down too. 
  

  ******************************************************************************
  
  The *** CLEARLY says that a fundraiser cannot be for legal fees for violent or financial crimes. 
  

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

• Initial Complaint

  Date:03/07/2024

  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.

  i cannot use my paypal or venmo accounts on their website for some unknown reason; both accounts are in good ************ have no problems using them anywhere else. the company previously said use another payment method with the same issue months ago. i refuse this time & need to know why my ************** account will not work with this company.

  

  Business Response

  Date: 03/13/2024

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

  Were sorry to hear you were having some issues again while trying to make a donation using Venmo or PayPal recently. In taking a look at your details, were happy to see that the latest donation attempt was successful. If you have any other questions, please follow up on the ongoing email thread with our ************* team so we can investigate further.

  We thank you for your generosity and were standing by to help.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21401287
  
  I am rejecting this response because: i had to use another payment method, ****** pay, to donate to the cause. regardless, i have absolutely no problems using my paypal & venmo accounts for any & all other purchases and they are linked to the same payment method within both paypal & venmo. i just confirmed from my bank that is the payment method they have seen no rejected transactions on their ends. further, they state my account is in good standing, has funds, is "set to go", etc.  It seems impossible to me that the issue cannot be anything other than gofundme. It just makes no sense. I use paypal & venmo in dozens of other systems & they work fine. i can only conclude gofundme is lying yet again and that they have internal system issues. i wish my friends didn't use gofundme but that's not up to me, and i occasionally like to donate to their causes. i have had repeated problems with gofundme & i am very sure i am not the only one. they seem to be  incompetent in my experience & should be forced to change, fix their systems or forced to cease & desist. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/20/2024

  We are sorry to hear about the continued trouble, ******.

  We have not found issues with PayPal or Venmo on our end and we can reassure of this. We sincerely appreciate your feedback and suggestions so we can improve our user experience in the future. As a kind reminder, please follow up on the ongoing email thread with our ************* team directly if you still are having issues while making a donation so that we can help you with more details.

  With kindness,

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21401287
  
  I am rejecting this response because:

  I repeat, i use pay paypal & venmo accounts & the exact same funding sources with NO issues except on gofundme. I confirmed from my finding source/bank that they have not seen any attempted charges via paypal or venmo rejected. also, all accounts, paypal, venmo & the funding source are confirmed to be open and in good standing. To me, it's just impossible for this problem to be anything other than gofundme. I've had this same problem with them before. they refuse to correct their problems & systems. pathetic!

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

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received donations from friends and family on this GoFundMe account for months no problems Im broke down in the desert had to get a hotel. My vehicle is fixed now and I cant pick it up. my friends donated for me to pick it up $1320, and now all of a sudden they dont want to accept my bank account and approve it. Theyre trying to steal the money because theyre policy Is they get to keep the money if they find out that thats a fraudulent account or they it doesnt match their standards which match their standards for months now. I am a public figure on social media, a minister of God and have several channels on ****************** TikTok, and Instagram. This is absolutely ridiculous that theyre doing this.

  

  Business Response

  Date: 03/09/2024

  Thank you for contacting us here, and we're sorry to hear you had trouble getting your bank details verified.
  
  For some added context, our payment partner occasionally requests additional verification from you as a security measure to continue to keep your funds safe.
  
  We see that you were able to work with one of our specialists to get a bank document that meets their requirements uploaded to your account, and the funds are now in transit to your bank. If there's anything else you need, please follow up with our specialists in your existing support request.  

• Initial Complaint

  Date:03/06/2024

  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.

  Reading the other complaints, mine is pretty much the same. My wife passed of cancer on February 2nd. Her gofundme has over 4 thousand dollars in the account that I'm trying to get to help with bills.Gofundme is a never ending loop of bots. I can't get ahold of any person to resolve issue. Been trying for weeks. Get the same automated responses from chat bots and email bots.....any help getting through would be much appreciated. Ongoing emails: Gofundme Help transferring a fundraiser [Ticket #********]

  

  Business Response

  Date: 03/08/2024

  Hi *****,
  
  We're very sorry for the trouble and any frustration here especially during a time of grieving. We're sending you our deepest condolences.
  
  We can see that your account has been verified and funds are on their way to you. Bank transfers take between 2-5 business days (excluding weekends and holidays) from their sent date to safely arrive to the bank account on file. If you have any questions, please reply back to our team in Ticket #********.
  
  Thank you,

• Initial Complaint

  Date:03/03/2024

  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 was a GoFundMe page that was started for funeral expenses for a family member. They said they deposited 2 large amounts of money to the bank account but it was never received photos attached for proof. The other smaller amounts were received but not the large ones. I have put in multiple tickets to GoFundMe for resolution and I have not heard anything back from them the total amount being owed from them is $8719.00 that was donated towards a funeral by family and friends of the deceased. It has been 16 days since they said the money went into the account but the money never went into the account. I am beyond disappointed on how this is being handled and I will never ever do anytime of fund raising through GoFundMe again and I urge others to think twice about it. When you are in your most vulnerable state of loosing a loved one and then the stress of this happens. I thought this foundation was reputable not was I wrong ??

  

  Business Response

  Date: 03/11/2024

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

  Were sorry to hear about the delay in getting a response from our ************* Team. In taking a look at your account (which seems to be linked to a different email address), we can see that you were able to locate the transfers in another bank account and were able to deactivate your fundraiser now. If you need more support in the future, you can reply to the email from our team. Please accept our condolences for your loss, we are sending warm wishes during this difficult time.

  Many thanks,