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:01/12/2024

  Type:Order 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 want go fund me to transfer donations into my bank account they have all the info but won't do it you can't talk to anyone please help

  

  Business Response

  Date: 01/13/2024

  Thank you for getting in touch, ****. We can see that your fundraiser has not received any donations yet, which is why you have not received any transfers.
  
  One of our support specialists has reached out to you directly with some helpful tips on how to start asking for donations and any other assistance you may need. Please work with them in ticket #********. 

  Thank you. 

   

• Initial Complaint

  Date:01/05/2024

  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 contacted Go Fund Me and filed a complaint explaining ******************************* and her friend *************************** did a Go Fund Me based on fraudulent, misleading, deceptive, and coercive ************************, and illegal fundraising practices. Go Fund Me Title is For the Wife and Four Children of Officer ********************** ******). They intentionally started this fraudulent information fundraiser within hours of his death. The fundraiser collected over $40,000 for Officers Wife and Four Children. When I emailed Go Fund Me about this I got no response from them and they gave her all the money even with the evidence and proof I sent to them the divorce paperwork, my son ********************** birth certificate. Officer ************************* was not married and all the Go Fund Me money was given to ******************************* his girlfriend lying saying shes his wife. ****** only had two children ******* and ***************************. ****** did not have four children like this Go Fund Me stated. My son ******** been included in this fundraiser and was not given any money. It is a crime to take money from donors with mislead, false information through fraudulent fundraising practices. Several complaints were sent to Go Fund Me by those that knew the truth. The title of the Go Fund Me was changed from the ****** Family too which donors were mislead thinking it was for Mase parents to help with funeral expenses etc. This has been a absolute nightmare for my son to be included in this fund and excluded from the payout. Please investigate and look at all the complaints that were sent to Go Fund Me for this Wife of Four Children of Officer ********************* this should be taken seriously its wrong. If she was the wife common sense would be read that her name would be ***************************** as beneficiary which it was not it said *******************************. Why did Go Fund Me ignore my original complaint I sent directly to them? Im very upset this has affected my son he knows about all these fundraisers that use him to gain money for her.

  

  Business Response

  Date: 01/10/2024

  Hello,

  Thank you for taking the time to reach out to us with your concerns. We apologize that there was no response to your initial complaint.
  
  Our team opened an internal investigation into the account based on the information that was provided at the time of your report.
  
  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:01/05/2024

  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.

  On December 8th, a GO FUND ME was started by me for *************************** after being critically injured in a plane crash. On December 27th, she passed away and we began the process of attaching the funds to an account in the name of the executor of her will. Since this time, we have received requests for copies of the will, for us to update the account, and then more emails saying we have not done these things. The email responses now have stopped and nothing further has occurred. We have done what was requested, and much of it twice. This is over 42K that has been raised by family and friends and the funds are needed for funeral expenses and medical bills. We are needing assistance getting these funds transferred from go fund me to the beneficiaries account in a timely manner. This is our money (with the exception of their fees)... NOT THEIRS! In a time of crisis, this business is holding money that is needed and rightfully NOT THEIRS. THIS IS WRONG.

  

  Business Response

  Date: 01/08/2024

  Hello,
  
  Thank you for getting in touch. Our Trust and Safety Teams have vigorous processes to ensure donors funds are protected and our Terms of Service (**********************************************) are upheld. This can sometimes result in withdrawal holds.
  
  In this case, I can confirm that the issue has been addressed and our team has followed up with you over email. The hold has been removed and the remaining funds should arrive within the next 2-5 business days.
  
  Take care,

• Initial Complaint

  Date:01/04/2024

  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 go to help out someone who had a personal tragedy on GoFundMe, and they stick/trick me with an $18.00 "tip" and pretend that they're not a for profit business. I want that 18 dollars back before I go nuts about this on social media.

  

  Business Response

  Date: 01/07/2024

  Thanks for bringing this to our attention, ****. GoFundMe donors can choose to give GoFundMe a voluntary tip as they make a donation that allows us to improve and operate the platform so even more people get the help they need.

  If a tip is made by mistake, donors can reach out to us directly and we can always issue a refund.

  We do not have any records of you reaching out to us to request a refund, so one of our specialists has sent you an email confirming you would like to take this action. Please work with them in ticket #******** on a resolution. Thank you. 

• Initial Complaint

  Date:12/28/2023

  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.

  My friends donated $1200 toward flying my mom out to see family for her 80th birthday. Go Fund Me kept $569.75 of this money and will only be releasing $630.25 to me. This seems highly suspect if they are collecting this much money for using their site. Money being the issue as I'm a single teacher trying to make one of her last trips come true.

  

  Business Response

  Date: 01/02/2024

  Hi ***,
  
  Thank you for alerting us to your concerns.
  
  Regarding your funds, we can see your bank details are fully verified and your fund transfers are processing normally.
  
  Additionally, 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; you will receive all funds raised minus these transaction fees.
  
  For more information about fees, please check out our pricing page: ************************************************
  
  A member of our support team has sent you an email outreach with further details regarding your account. Please feel free to follow up there directly if you have any additional questions.
  
  Warm regards,

• Initial Complaint

  Date:12/17/2023

  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.

  I began a fundraiser on the gofundme site for a friend. The link for the specific fundraiser is ******************************************************************************** Everything works fine until you would like to withdraw the donations. Then the fun begins. Every attempt to follow their process results in the same error message when the process wants you to transfer to a Adyen site. Every help screen says to do what I'm doing. The only assistance available is some type of AI chat that says the same things over and over. I'm pretty sure this is a scam that will pressure people after raising funds to abandon them for the gofundme site to keep. I think the BBB should investigate what portion of funds raised are abandoned compared to other fund raising operations.

  

  Business Response

  Date: 12/19/2023

  Thanks for getting in touch, *****, and apologies for any trouble. We can see that you contacted our team on December 17th and a team member was able to resolve your issue that same day.
  
  Your funds are en route to your bank account now, but please be advised that they can take up to 5 business days to arrive.
  
  If you need further assistance, feel free to reply to the email from our team and we will be happy to help. 

  Customer Answer

  Date: 12/19/2023

  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. While I was frustrated by the system bug and weird help chat, the problem was resolved in a very reasonable period of time. I should not have formalized a complaint so quickly. Thank you for your assistance.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/11/2023

  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 raised $425 for a friend who is a single mother, struggling to pay her electric bill. GoFundMe has set up the transfers in a way that will deduct multiple transaction fees and there is no way to contact a human for customer service.

  

  Business Response

  Date: 12/14/2023

  Thanks for contacting us here, ****. Were sorry to hear that you were unable to contact a real person via our support channels.
  
  Theres no fee to start or manage your fundraiser. However, 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 and cannot be adjusted. This is deducted automatically from donations; the person receiving funds will receive all funds raised minus these transaction fees, and the fees are the same whether your donations are sent in one combined transaction or several, depending on when the transfers are processed.
  
  You can consult our pricing and fees information here: ************************************************
  
  Our ************* team will reach out to you in person in the next 24 hours with more specific details regarding your bank transfer setup, so you'll receive an email from ********************************** shortly. We hope the funds reach you quickly and were standing by to help.

• Initial Complaint

  Date:12/11/2023

  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.

  On December 3Rd of 2023 i started a GoFundMe because my mother passed away and my family wanted to help me raise the money to pay for her funeral. I have spoke to three different representatives who promised that they would have my information verified within 24 hours. It is now been over seven days. They will contact with me for that one day and then they will not respond to me. they wont even tell me if something isnt working, I am still waiting to lay my mother to rest, and there is no sense of urgency theyre not giving me another option to receive the money theyre holding the money because their third-party cant verify my identity which Ive submitted pictures of my bank account have submitted pictures of my drivers license, which is the only things that asked me for and it still cant verify me thats the only excuse theyre giving me theyre not giving me any other solutions or any other options to even have the people that donated money refunded theyre holding the money hostage it feels like theyre stealing from us .

  

  Business Response

  Date: 12/14/2023

  Hi *******. We're sorry for the trouble you were experiencing with your bank transfers. We're glad to see you were able to get this resolved with our team on December 12th. As a friendly reminder, bank transfers can 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 don't hesitate to reach back out to us. 

• Initial Complaint

  Date:12/07/2023

  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.

  Set up a Gofundme account to help recoup the $8,000 vet bill my cat incurred for 3 days in the hospital (but died anyway). Gofundme is not allowing me access to the money raised so far. I need the money to pay ************ including my second mortgage due TODAY! I can't access it. Keep getting nothing but run around emails by bots. The chat feature doesn't even work. With all the money Gofundme makes you can't hire real people to do a good customer service job? Don't you know it costs more in the long run to have HORRIBLE customer service and deal with a lot more emails and complaints? Unbelievable. I got a sketchy email asking for info on who the account is for and who the money goes to, accusing me of being in an "unsupported country" and asking for the bank name. All very suspicious. I"m in the ***. Isn't Gofundme in the US? Now I'm being told it'll take 3-4 days to "escalate it". Not okay. I'm hanging on here with a huge bill friends and neighbors have been kindly trying to help me pay. You're rewarding them with non-payment to me. Awful. Terrible system and no real person to speak with. Greedy and very backwards thinking and treatment of people.

  

  Business Response

  Date: 12/14/2023

  Hi there, Juli. Our sincerest apologies for any trouble there, and our deepest condolences for your loss - sending you thoughts of love and healing during these difficult times.
  
  It looks like the **************** a review on your page to ensure funds are being sent safely to the correct account moving forward. All holds have been lifted as of 12/2, and as of 12/13 all funds available have been sent to your bank account connected on file.
  
  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.
  
  Kind regards,

  Customer Answer

  Date: 12/14/2023

  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:12/02/2023

  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 raised money on Gofundme to save me and my children from being evicted. I fully verified my identity and my bank. I verified my purpose for the campaign and then I raised just enough money to pay it so we didnt get evicted. Gofundme transferred $230 of it and then for some reason has taken it upon themselves to not transfer the remaining $370. *** wrote them back each time with the evidence and documents requested. Now theyre just sending me the email over and over asking for literally the same documents each time as if I havent sent them and a TON of emails in between. This platform is just plain trash and everyone who is in a tough spot just save yourself time, patience and heartache when you dont receive the funds in time go make a campaign with PayPal. Theyre instant and they dont pull any bs like Gofundme.

  

  Business Response

  Date: 12/12/2023

  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.
  
  Any donation made to your fundraiser that you hadnt withdrawn yet will be refunded, so those donors will receive their money back within the next 3-7 business days.
  
  To review our terms of service, follow this link: *******************************************
  
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20949862
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************