Complaints

This profile includes complaints for GoFundMe's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

GoFundMe has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/29/2024

  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.

  Details are in the attached PDF, but to summarize:Go Fund me did not give the $5,000+ funds to the designated recipient, nor did they give the funds to the alternate recipient, but chose their own cause.

  

  Business Response

  Date: 03/05/2024

  Thanks for getting in contact with us, ****, and we're sorry to hear about this NPO status change.
  
  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. For our certified charity fundraisers, ****************** handles sending the donations to charities. For compliance reasons, ****************** is unable to deliver funds to organizations that do not have an active tax exempt status with the IRS. 
  
  Since the charity was revoked, ****************** emailed donors such as yourself, asking them to select a new charity for their donations to be forwarded to. In cases when donors don't indicate a preference, ****************** automatically directs funds to an organization with a similar mission.
  
  We don't see a support request connected to your email, so if you need any further clarification please don't hesitate to reach out to us a support.gofundme.com. 

• Initial Complaint

  Date:02/24/2024

  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.

  On January 31st, 2024 I donated $10 to a fundraiser entitled Donate for ******. As of today, the funds still have not been released to the individual I donated my money to. I would hate to request a refund and not have the funds go to this person, however, I am under the impression that Go Fund Me is a fraudulent company who is stealing money and I want nothing to do with them. I will never utilize this service again, and will advise others to follow suit.

  

  Business Response

  Date: 03/08/2024

  Hi ***,

  We are unable to share information related to the progress of transferring donations, for privacy reasons. If you would like to proceed with a refund, please contact our team through our ************ ***************************************************
  
  Thank you.

• Initial Complaint

  Date:02/21/2024

  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 set up a GoFundMe fundraiser called ********************* Against Cancer." I've looked at the materials in the *********** and there isn't an article that addresses my problem. I also reached out to the bot (which was not helpful; provided no resolution and kept going into a circular conversation). It said I could have them email me, but nowhere could I leave my name and email for a response back. I tried talking to this bot for 10 minutes, using different phrases to get to a real person. This is a terrible customer service model. Why would the last resort for resolution be for me to either mail my concern to the corporate offices or file a complaint with the BBB? Seriously. Do better. Here is my issue: I have a fundraiser set up called, ********************* Against Cancer." We have a beneficiary set up who is not me. However, the transfers are coming to ME. They are going into my bank account. This is incorrect and in error. This is extremely embarrassing as I only set up the fundraiser, but the funds should be going to the designated beneficiary on the fundraiser! Why did the transfers get sent to me? Please look into this to prevent it from happening again so the donations can go to the beneficiary! Thank you for your help.

  

  Business Response

  Date: 02/29/2024

  Thank you for contacting us here, ****.
  
  We're sorry to hear that your support request has not received a response yet. In taking a look at your account, were seeing that because you already had bank details saved from last year's fundraiser on your account, some funds were sent to you before your beneficiary was added and verified, and we apologize for the inconvenience. We cannot cancel or redirect the funds, so you can send the money to **** outside of GoFundMe.
  
  Please rest assured that ****'s detailed are fully verified now so this won't happen again, and **** is receiving the funds automatically moving forward, which take 2-5 business days to arrive after being sent. You can contact our support team again if you have additional questions.
  
  We hope the funds reach **** quickly and were standing by to help.

• Initial Complaint

  Date:02/11/2024

  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.

  Go fund me is stealing money we raised for a homeless man

  

  Business Response

  Date: 02/11/2024

  Thanks for getting in contact with us Jay, and we're sorry to hear you're having trouble. Unfortunately, we don't see a GoFundMe account or history of communication connected to the email you've provided. Please contact our support team directly with your fundraiser link and we'll be more than happy to assist you here: ********************
  
  
  

• Initial Complaint

  Date:02/10/2024

  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 am complaining about the total lack of any reasonable means to contact a real prerson at gofundme.com.Last year I started a fundraiser on gofundme.com to help cover medical expenses for my niece who was seriously ill with stage 4 cancer. My niece has since died and I sent my own funds (a great deal more than the funds raises on gofundme.com) to cover her final medical and burial expenses. When I tried to claim the funds raised on gofundme.com the website says that they need more information to verify me ID and banking details. I have tried following the instructions that gofundme.com emailed but the funds are still frozen months later and the website is now telling me that if i don't respond by 02/13/2024, the funds will be refunded to the original donors.I have tried the totally inadequate support system with no responses other than useless automated responses. I have requested that gofundme.com telephones me directly but not received any call.There is no telephone number listed on the website and the only methods to contact them result in no meaningful response.All I'm asking for is that a REAL PERSON responds so that I may recover the funds before they are refunded to the original donors and resolve my problem.

  

  Business Response

  Date: 02/17/2024

  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.
  
  We have reached out to you in the ongoing email thread entitled "Hold Removal Request", in the effort of offering you the opportunity for a phone call. Please feel free to follow up with us to discuss your experience and provide your feedback.
  
  We also want to assure you that upon further review of your fundraiser, we have lifted the precautionary hold on your bank transfers. A transfer has been sent on February 13th 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.

• Initial Complaint

  Date:02/10/2024

  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 friend of mine set up a go fund me account to help me My son passed away an I am a single parent an needed help with final expenses to put him to rest.. 15 days later go fund me has not released the 665.00 raised by friend's to help me pay for expenses I have verified my bank info an now go fund me has a transfer pause on my funds that my friends already paid. I need help recovering my money go fund me has not responded to several email an there is no phone number to contact them.Help

  

  Business Response

  Date: 02/20/2024

  Hi Dolly, 
  
  We're sorry for the trouble here. Our team is actively working with your fundraiser organizer to review their account. It's important that they address any outstanding requests and answer questions in Ticket *********. Once they reply there with the needed information, our team can complete the review of your account to lift the hold. 
  
  Thank you.

• Initial Complaint

  Date:02/09/2024

  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 created a gofundme account and the account has been paused. I have tried multiple times to contact via live chat and email but have got no response.
  I am exhausted trying to have funds released for a friend who is suffering with a cancer diagnosis.
  The gofundme has raised over $4500 and none of the funds have been released.

  

  Business Response

  Date: 02/20/2024

  Thank you for getting in touch. We sincerely apologize for the delay given the urgent circumstances.
  
  The safety and security of our users is GoFundMe's top priority. In this case, our Risk team requested information from the organizer to ensure their account was secure.  I can confirm our team completed its review of the fundraiser and the funds will be sent to the bank account on file. Please note once a withdrawal starts, it may take 2-5 business days to arrive in the account.
  
  Please get in touch with us if you do not receive your funds within the timeline mentioned above.
  
  Kind regards,

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair 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 had a housefire on Nov 30, 2023. A person in my development (someone I didn't know) set up a GoFundMe account to raise funds for me. She set up the account as a member of The ** (Pheasant Ridge) *************************** I've since found out that there is no such Committee in my neighborhood--at Pheasant Ridge. The Originator's name is *****************************. I was in the hospital for 10 days after the fire--and when I got out I was told that the funds would be made available to me. I had no money, no car, and nowhere to live. I inquired about the funds--but was put off. I was living in my car--and hotels here and there for several weeks. I got money from the ********* and found a room to live in about an hour away from my home. I didn't push further about the funds because there were various issues with this woman and 2 other woman, who I didn't know either. They had my 2 cats and other personal property retrieved from my house. There was eventually Police involvement because there were so many problems. By then, my friends in the area knew that I was never given any money from the GoFundMe--and were upset about the whole situation. 1 neighbor reported the GoFundMe by the middle of January. I tried to report it too--but found out I could not. The Police got involved and told the Originator to give me what was left of the funds. Out of the appox. $1045 (?) I was given $217.12 in cash. I wasn't given an exact accounting. But they did secure a small storage space for 4 months and fostered my 2 cats for about 3 weeks. I do not know the cost of anything.My complaints are 1) I was not given access to the money--I had to go to Police after my neighbors reported a complaint to GoFundMe. I was willing to walk away without the money--because trying to get it was too stressful; 2) The account was set up under a Committee that didn't exist; 3) There was no transparency about the funding or how it was spent. I am pursing this on principal now.

  

  Business Response

  Date: 02/16/2024

  Hi ********,
  
  We're very sorry to hear about the situation. If you haven't received all the funds from a GoFundMe that was made for you, please follow these steps to report it to our Trust & Safety team:
  
  1. Visit the fundraiser
  2. Scroll to the bottom and select "Report fundraiser" button, then follow the prompts
  
  If you have any evidence that you would like to share with our team, please make sure to include it along with your report. Please know that any information that you share with us is secure, private and confidential. We see there's an email that was sent to you recently so if you have any questions, please respond to Ticket #********.
  
  Thank you.

  Customer Answer

  Date: 02/17/2024

  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. I was contacted yesterday by a company representative who has offered to assist me in resolving my concerns.

  Thank you.
  Sincerely,
  
  ******************

• Initial Complaint

  Date:02/08/2024

  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 had been receiving funds just fine all along, and then as soon as a large deposit comes in, they question my bank account. I sent a copy of our bank statement and told the name on it isn't mine. It says my husband's name only, but I'm on the account, so they printed out a deposit sheet with my name on it. No word. So I put in for an email and was told the statement didn't have the bank's logo. All I have sent has it on there. These people are too hard to reach. No phone number to call? They are making this too hard for me to get my funds when I could need them anyway for my transplant. Seriously frustrated. They are holding my funds hostage. My bank said nothing tried to come through either.

  

  Business Response

  Date: 02/14/2024

  Thank you for getting in touch with us, Shanna, and we're sorry to hear about the trouble with verifying your bank details. Taking a look, we can see that you were able to work with a specialist to get this resolved, and the remaining funds are on the way to your bank. As a reminder, bank transfers can take 2-5 days to arrive. If you have not received the funds by February 21st, please follow up on the ongoing message with our team so we can investigate further. Hope the funds reach you quickly and we’re standing by to help. 

  Customer Answer

  Date: 02/15/2024

  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.

  I do suggest in the future, there be a better form of communication for the harder issues that may come forward, such as a phone number to reach someone. This could have all been avoided with that simple suggestion. 
  
  
  
  Sincerely,
  
  
  
  Shanna ********

• Initial Complaint

  Date:02/06/2024

  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.

  In January of 2023, we started up a GoFundMe for a Biopsy and mass that needed to be checked at *********** in *******. We were to raise funds to ensure that we could make it there. We uploaded all the paperwork asked for repeatedly with verification completed on my personal details, successfully. Imagine my surprise when I uploaded everything they asked for and they are refusing to release the funds, leaving us having to cancel a biopsy that could possibly detect cancer and save my life. I also needed aid in a papered surgery and they have made this impossible. This has happened 4x when I have uploaded EXACTLY EVERYTHING THEY HAVE ASKED FOR.I am grateful to have worked in the legal field as well as have attorneys in my family that have told me to seek out legal help and recourse as this is preventing us from accessing much needed care.I can never recommend GoFundMe as a business as they are inept and doing their jobs, withhold money to sick persons, and do not even have competent enough customer service. I now have to postpone an appointment that took me forever to get, at Mayo, my biopsy and care. I will be seeking legal recourse and am filing a complaint as this company clearly cannot do their jobs sufficiently out correctly, leaving a sick person to miss care that could essentially save their quality of life.

  

  Business Response

  Date: 02/16/2024

  Hi *****,
  
  We're very sorry for the frustration here. We appreciate your patience through our payment processor's verification process and we're glad to see that the funds have sent out 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 further questions or still need assistance, please don't hesitate to reach back out to us in Ticket #********.
  
  Thank you.