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:02/05/2024

  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 raised over $6000 on GoFundMe for a friend in distress. They will not let us set up transfers to a bank account and there is zero customer service. No phone number. Chat has no agents and says an email will be sent in 2 business days. The emails says to use the chat to resolve

  

  Business Response

  Date: 02/10/2024

  Thanks for contacting us here, *****. Were sorry to hear about the delay. In taking a look at your account, were happy to see that a transfer is currently on the way to your beneficiary, but just a reminder that ACH transfers can take 2-5 business days to arrive. If your beneficiary has not received the funds by February 14th, please follow up on the ongoing message with our team so we can investigate further. Hope the funds reach you quickly and were standing by to help.

• Initial Complaint

  Date:02/01/2024

  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.

  A co-worker lost everything in a fire. I started a gofundme on 1/18/2024. Over $65000 has been raised. The funds have not been made accessible to the family and after numerous emails and chats we are asking for help. There is no phone number listed and no we have been told via automated message that it will be 3 days for them to get back to us. It has no been 10 days.

  

  Business Response

  Date: 02/05/2024

  Hi ******, 
  
  We're so sorry to hear about what happened. We're sending love and strength to your co-worker. We deeply apologize for the delay in our response as this fundraiser was under review to ensure the safe transfer of funds. These reviews aren't handled over phone but we can see that this has been resolved via email.
  
  Transfers are successfully going out to your beneficiary. 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 additional questions, please reply back to our team in Ticket #********. 
  
  Thank you.

  Customer Answer

  Date: 02/06/2024

  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:02/01/2024

  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.

  On November 29 2023 my 2 y/o great grandson was in a major car accident. Having brain surgery in one hospital then flown to another for care. My grandson started a "GO FUND ME" account to help out with myself as noted Beneficiary. Donations came in and we collected around *******. Since then the company will not release the funds until I prove legal documentation that I am the power of attorney. This was an emergency. He has no medical insurance. Costs exceed far more than this small amount. Since this accident will be tied up in court, we are unable to see any medical costs. The family used their own funds to provide for equipment: head helmet etc. This is a disgrace that since then we have been harassed by numerous emails stating that if we don't provide proof the funds will be returned.I am not responding to this company any more and wish to alert others not to use them. It is horrible that in need of an emergency this company places more of a burden of stress to the already stressful situation.The company charges a small fee for every donation and now have threaten to return the funds to the donators. We are not sure if this will really happen. If so, how will the many people who reached out to help him think of us.

  

  Business Response

  Date: 02/14/2024

  Thank you for getting in touch.
  
  Our Trust and Safety team sometimes requires more information to ensure our customers are protected.
  
  In order for us to move forward with the review of your account and to initiate transfers, we require the information requested from you.
  
  We invite you to send our Trust and safety team the information requested, and they will help you get transfers underway.
  
  We will be keeping a close eye out for your response through email.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21233893
  
  I am rejecting this response because:

  They have requested documentation of the legal beneficiary.  There is none. I can't believe that any ******* Accounts that are set up in emer, all have what you are requesting. This account was set up to help my great grandson with his urgent medical equipment such as a head helmet as a response to his all most death from a head on motor crash. The funds are only 6k not  a huge amount compared to his medical expenses. Craniactomy, air lifted and a month stay. This is ridiculous you continue to harrass us about this account. You can return it to the supporters who thought they were helping a family who have no medical insurance. We are very upset about this and have started our own accounts.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/31/2024

  Type:Billing 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 opened a Gofundme account for my son and requested that all funds be sent to my bank account. Upon opening the account it asked if I wanted a beneficiary and I chose to have my ************************* as the beneficiary in case something happened to me the organizer, not knowing that they would send funds to him instead of the organizer. After going back and forth with the representatives at gofundme about this issue, they reassured me that the funds would be transferred to my account once the beneficiary relinquished his rights, which he did. I have yet to hear back from gofundme and the funds are just sitting in the cloud. When I tried to access the bank transfer option, its not giving me the option to transfer the funds and says the account has a hold on it and needs additional information. I have supplied them with all information they have requested and nothing has been done. They told me that I needed a new email address because I would not be able to use the email address that I set the account up with so that the funds could be sent there, which I did supply them with a new one (****************************) and nothing has been done. All I want is all the funds transferred into my account the organizer, bank account ending in ****. After all funds have been transferred I will close the account and go about fundraising through another site. I can never speak to a live person in the customer service department, only email which is unacceptable. They dont reply back in a timely manner and most of the time they dont respond at all. Please assist with this matter. The total amount raised was 3,075.00 out of 25,000. Ticket numbers are ******** and ********

  Customer Answer

  Date: 02/01/2024

  Gofundme has addressed the concern, so please close the case. Thanks

  

  Business Response

  Date: 02/03/2024

  Thank you for getting in contact with us here, *******, and for your patience while we deal with the high volume of requests we've been receiving at GoFundMe. We do offer live chat, but it can depend on staffing at the time you are trying to connect with us.
  
  Taking a look at your account, we can see that you were able to work with our specialists to resolve your issue. Funds are on the way to your bank account and should arrive within 5 business days of being sent out.
  
  If there's anything else you need help with, just reply back to your active ticket (#********) and we'll jump right back in to assist. 

  Customer Answer

  Date: 02/04/2024

  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:01/22/2024

  Type:Customer Service 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.

  On Saturday, January 13th, me, my husband, and 5 kids lost everything and one of our vehicles in a house fire. A go fund me was set up and people donated to help us recover. There was an issue and the transfer wasn't available the way the instructions explained. January 17th we submitted a support ticket seeking help. The only response we have received is 2 emails of people saying let them know if we need help, but we need help and have got no response or help.

  

  Business Response

  Date: 01/25/2024

  Hi *****,
  
  Our sincerest apologies for any trouble experienced here. We see that our ************* team was able to contact you directly via email ticket #********. All issues have been resolved and the following transfer was sent to your bank account entered on file:
  
  7084.08 USD sent on 2024-01-25
  
  Please note that funds take 2-5 business days to arrive in the bank account on file, excluding holidays and weekends.
  
  It is our goal to make sure that you have the best experience possible with GoFundMe, so please don't hesitate to let us know if there is anything else we can help you with by replying directly to that email thread with the Care Team.
  
  All the best,

  Customer Answer

  Date: 01/25/2024

  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:01/19/2024

  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.

  Been fighting for months trying to get my money gave everything possible they ask for and more and they holding my funds I deserve some of the money they making off of mine and some more for my hardship I'm fighting cancer and homeless and need this money but I'm in the cold stressing making me sicker

  

  Business Response

  Date: 01/25/2024

  Hi *****,
  
  We're sorry for the trouble you were experiencing with getting your bank details verified. We see that this has since been resolved as of today, January 25th. Funds are on their way to you and you should receive them within 2-5 business days (excluding weekends and holidays).
  
  If you have any additional questions, please don't hesitate to respond to Ticket #********.
  
  Wishing you all the best. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21171033
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** I should get some conversation for waiting and stress in the cold and you got Money for holding my funds so long 

• Initial Complaint

  Date:01/18/2024

  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.

  To whom it may concern, My name is ***************, currently a master student. I have created a go fund me campaign to help pay for my rent during my last semester of my master degree as the contact with my family, who were my finical sponsor, was cut due to the current conflict in ****. i have clearly indicated all of the above in my story, and my donors, who are my friends, understand that clearly. however for some unknown reason, the transfer of my funds gets paused, and is under review for a week now. i have made multiple attempts of answering the email and sending remove the hold forums but no reply so far, but rather i keep having the same email sent to me again and again! i tried the "contact us" button and only a bot answers and absolute no way of contacting a live person as the bot automatically ends the conversation when i attempt to do so. can you please fix this problem as soon as possible as it has caused a great deal of stress!

  

  Business Response

  Date: 01/27/2024

  Thank you for reaching out to us.
  
  We're sorry to hear that you encountered trouble reaching our team.  Our immediate live chat support can be delayed based upon team member availability.  When this occurs, your request will be forwarded to email. It appears that your efforts to contact us by email were successful, and our review was ultimately completed. Nevertheless, 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 on January 20th and funds should be deposited to your account on file in 2 to 5 business days from that date.
  
  Please get in touch with us if you have additional questions or do not receive your funds. 

• Initial Complaint

  Date:01/18/2024

  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 opened a H32333****63**4333**2H account on 12/22/23 to help a dear friend and her husband. My friend has passed away and her husband was having difficulty loading documents requested due to his grief (ticket ********) I requested to become the beneficiary (ticket ********) on 1/12/24 and uploaded bank documents (#**GX-RMAC) on 1/15/24. I have not heard any response from H32333****63**4333**2H about the transfer of close to $10,000 despite numerous emails to them since 1/12/24. can you please assist?

  

  Business Response

  Date: 01/20/2024

  Hi *****,

  We're very sorry for your loss. Sending our deepest condolences.
  
  We apologize for the delay in our response and for any trouble that *** have caused. We're glad to see this issue has since been resolved with our team in Ticket #********. We show that funds are on their way to you, so you should see that amount in your bank account within 2-5 business days (excluding weekends and holidays).
  
  If you have any other questions or don't see the funds by the 5th business day, please follow up with our team in the same ticket so that we can assist you.
  
  Thank you.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21163406
  
  I am rejecting this response because:
  You have taken forever to get money that is not yours to the people that need it most. It looks like you take the full 5 business days to send the money as I still have not received it. And you can put away your fake condolences because until I filed a complaint your company did absolutely nothing at all to be helpful! 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/26/2024

  on 1/15/24 I submitted bank account information and on 1/19/24 it was verified and i was informed that i would receive funds by 1/26/24. I have not received funds and today received an email asking for my bank account information that has been provided to GoFundMe multiple times already. 

  

  Business Response

  Date: 01/30/2024

  Hi *****,

  We're very sorry the frustration here.
  
  We see you were able to add a new bank account for the funds to be sent to. A new transfer has gone out on January 29th so you should see that amount in your bank account within 2-5 business days (excluding weekends and holidays).
  
  If you have any other questions please continue working with our team in Ticket #********.
  
  Thank you.

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I have setup a go fund, and initiated a transfer to send to the family go fund me is saying that they sent the deposit but I'm not showing it. I also talk to them and sent bank statement screenshots and they say it isn't enough. I don't have a bank statement for this period It's been since January 9th

  

  Business Response

  Date: 01/24/2024

  Thanks for contacting us here, ********. Were sorry to hear about the delay this took to get to a resolution. In taking a look at your account, were happy to see that you were able to locate your transfer with your bank directly. If you need any further assistance, please follow up on the ongoing conversation with our team so we can assist you further, well be there to help. 

  Customer Answer

  Date: 01/24/2024

  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,
  
  ******** Elem

• Initial Complaint

  Date:01/17/2024

  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 initiated a GoFundMe fundraiser to support my niece's sponsorship through ************* and they approved my application. However, GoFundMe has placed a hold on my account and is requesting commitment forms. I submitted the same document I provided to ************* which includes a list of five individuals with assignments and their signatures. While ************ accepted this document, I'm unsure why GoFundMe is not accepting it.

  

  Business Response

  Date: 01/30/2024

  Thank you for reaching out to us.
  
  Our team conducts reviews on fundraisers associated with the ************************** in an effort to ensure that funds are delivered safely and securely once applications have been both received, and certified, by ************** Our team collaborates with the team at ************* throughout this process, and we will consistently coordinate with them as applications move through their approval process. Unfortunately this process involves withdrawal holds and requests for certain documents so we can better collaborate with *************, as the purpose of funds is directly tied to the application certification/approval.
  
  In addition to the above, we've also reached out to you individually to obtain additional information that will help us with next steps. We appreciate your patience and understanding.