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:10/13/2023

  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.

  A GoFundMe was set up on January 1, 2023 titled "************* and Family Need Help" in response to a horrific accident ************* was involved in. I made a $500 donation on January 2, 2023. The accident ended up taking CJ's (an 18 year old young man) life two weeks later. The fundraiser profited over $8000. To this date, 10/13/23, the family the money was donated for have only received a portion of the money. The creators of the fund kept a large chunk. The family has been going round and round with GoFundMe for months to get the rest and keep being told it's coming even though it never has. I filed a donor's claim myself so I'll see where it goes, but I feel this is not an organization with the best interest of the people the money is donated for in mind, a company that apparently condones fraud and theft, and a company with horrible customer service. They have done all ********************** has asked them to do, proven they did not receive all of the money, and have been waiting for months for a resolution - all while grieving their only child.

  

  Business Response

  Date: 10/21/2023

  Hello,
  
  Thank you for getting in touch. 
  
  Our Trust and Safety team has reviewed your claim and, considering the information that was provided in your claim, conducted an investigation into the account. At this time, we have confirmed all funds were delivered to the intended recipient. As a result, we have found no evidence to suggest any misuse or fraud has occurred and are unable to move forward with your claim. 
  
  We recommend speaking with the beneficiary should you have any additional questions. For complete details and limitations please feel free to review our policy here: ********************************************************************************

• Initial Complaint

  Date:09/29/2023

  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.

  They were 3 people who donated $287.00. Gofundme took their fee from the money that was donated to me. Now they had put a hold for the money to be transferred to my checking account. No my fundraiser has been wrongfully closed unfairly. I thought the purpose of gofundme was to raise donations for somebody. Yet this is how gofundme treats people. They received their fee. But I can't receive the money that was donated to me. Because gofundme claims they were unauthorized donations.How were these donations unauthorized? People donated them to me. I thought this what gofundme was for donating to peoples causes. But you claim they are unauthorized donations. Then deleted my fundraiser. How are people to raise money for their cause. When you treat them like this.They are causing me undue distress for no reason. This isn't fair to me. I waited 5 months for somebody to donate to my gofundme. Now they claim the donations were unauthorized. Then you see some gofundme with millions of dollars. How come gofundme doesn't question about those donations. Why does gofundme all of a sudden I been waiting 5 months

  

  Business Response

  Date: 10/10/2023

  Thank you for getting back to us, and apologies for any frustration as that is certainly not our intention.
  
  Our team is united in our effort to support our customers and maintain the highest level of customer success possible. A key part of these efforts is to protect our fundraisers, donors, and platform integrity from unauthorized payments that unfortunately involve the use of compromised credit/debit cards. Although rare on the platform, when these unauthorized payments occur there are many parties negatively impacted. In this case, the refunded donations were fraudulent, but the fundraiser is live and able to accept donations. 
  
  All fundraisers are subject to the same rules and protections. We share your frustration and are constantly working on ways to minimize impacts on our users while meeting obligations to our partners, regulators, and all individuals who have been impacted by these unauthorized payments. 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20676923
  
  I am rejecting this response because: I don't believe they were fraudulent. They just don't want certain people to have their donations. After how they have treated other people. They only want fundraisers who went viral getting millions. Or news media coverage. They don't care about the actual people who are struggling. Then I have to start all over and wait months or never for someone to donate to my gofundme. When I finally get donations. Gofyndme claims they were fraud.
    O
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/22/2023

  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 had a GoFundMe after losing our home and we also have recently filed a petition with the probate court regarding funds due from an estate. My fiancs brothers wife made several threats to have the gofund me shipped when they were served with the paperwork from the probate court requesting the accounting to be submitted to the judge. I got a message from GoFundMe saying I fundraiser was put on hold and documentation was required to verify the validation of the go fund me, which was provided immediately upon receiving the email however, I cannot get a response from GoFundMe as far as getting this information validated so I can continue raising funds for my cause. Im homeless veteran I lost my place seven weeks ago been living in my car. *** emailed texted and went online to try to get ************** and anyone from GoFundMe to respond but I have not gotten a response yet.

  

  Business Response

  Date: 09/30/2023

  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.
  
  We hope this helps. Should you need any further assistance, please feel free to contact our team via the on-going email thread.
  
  Warm regards,

• Initial Complaint

  Date:09/19/2023

  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.

  GoFundMe is an absolute farce of a company. They provide you with an option to report fraud, and then they never do a thing about it. I reached out to them multiple times informing them that I had legal documentation proving that a cause was fraudulent, as did multiple family members, and we were never given so much as a second glance. I informed them that the statements in the fundraiser were defamatory and based on lies regarding a criminal matter, and I got nothing in return. GoFundMe doesn't care about people losing money, they care about their profit margin and nothing else. I am disgusted by their entire company. I, along with two family members, reached out on June 3, and I reached out again on June 14 after hearing nothing. The cause frauded people out of nearly $800. GoFundMe should be ashamed of their shady business tactics that scam real people out of precious money.

  

  Business Response

  Date: 10/03/2023

  Hello,
  
  Thank you for taking the time to reach out to us with your concerns.
  
  Our team has opened an internal investigation into the account based on the information that was provided.
  
  At that time, we found no evidence that the funds were used contrary to the intent on the fundraiser. If you have more information on anything related to this case, please submit any additional evidence within a new report through this claim form (************************************************************) for our Trust and Safety team's review.
  
  Thank you for your understanding.

• Initial Complaint

  Date:09/19/2023

  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.

  GoFundMe is refusing to release very needed money for ******* to *******************************. He is a well respected musician, cultural ambassador, and lover of all things ******* (Berber). He has been living in ********** for over ************************************* ******* and well placed to distribute these donations. The earthquake was very close to his hometown and people are suffering. We the donors have total trust in Fattah (**********) are all furious with GoFundMe for this unconscionable delay. ********** has tried repeatedly to contact them, only to be met with a slew of AI automated responses. He has sent all information that they have requested, multiple times, and they still do not act. There is no way to talk to a live person, so there seems to be no way to resolve this issue. Please ask them release this money immediately, either to him or back to the donors. gofund.me/70e63819

  

  Business Response

  Date: 09/24/2023

  Hi *****,
  
  We appreciate your patience.
  
  We see you've contacted our team and mentioned this has been resolved. For security reasons, we're not able to share specific details about the organizer's account or fundraiser. We've been in contact with this organizer directly and will continue to work with them if anything else is needed.
  
  We're here for you if you have any other questions.
  
  Thank you.
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  My sister opened a gofundme for a bad wreck. We cant get the donated money. We can't get ANY customer service. We hadn't pulled the money yet because we were waiting until we needed it. Little did we know it expires. After they sent a notice it expires, jumping though hoops with artificial intelligence and zero customer service, we can't get the account to clear so we can access the money. An automated message now reads that it takes 3-5 days to approve. That will be past the expiring date.

  

  Business Response

  Date: 09/27/2023

  Thanks for contacting us here, ****.
  
  Were sorry to hear about the delay in receiving your funds. In taking a look at your account, were happy to see that the verification process is now complete, and a transfer is currently on the way to you. Just a reminder that transfers can take 2-5 business days to arrive, but the approval step is done already. If you have not received the funds by September 28th, please follow up on the ongoing message with our team so we can investigate further.
  
  Please rest assured that the support conversations that you had via email and chat were with real humans on our team. We hope the funds reach you quickly and were standing by to help.
  
  Kind regards,

• Initial Complaint

  Date:09/18/2023

  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.

  a $50 donation was put on this website 3 weeks ago $20 was already there totaling $70 i really need they are sending me an email every few days to confirm my bank information i could not on my computer so i sent them all the documents on my phone a week ago and got another email they have no contact number i send them emails and get no reply i need that $70

  

  Business Response

  Date: 09/28/2023

  Hello *****,
  
  Our sincerest apologies for any trouble you've experienced in receiving your donations. From our records it shows that all funds have been sent as of February 2023 to the account connected on file. To assist further, our ************* team has sent you a new support ticket email to help you locate your funds. Please keep in mind that in order for us to assist best you must provide the requested documents for verification explained in that email thread.
  
  Thank you.

• Initial Complaint

  Date:09/18/2023

  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 donated $500 to go fund me for a close friend that passed suddenly. The money was intended for his 13 Y.O. Daughter. The Aunt of my friends daughter started the go fund me. My complaint is my partner also donated $50. Come to find out the organizer of the fundraiser. Well, not give my friends daughter the money. After learning this, my partner and I both requested refunds from go fund me, my partner has already received her $50 back and an email from go fund me however, I have not heard one thing from them. The only difference being, I donated $500 and my partner only donated $50 that is not good to ignore my request. The only difference is the amount of money. We both donate it. I believe go fund me is holding on to my money purposefully to gain interest or other scrupulous things. Why else would they not contact me however, they did contact my partner and gave her a refund but for me, I am completely ignored. I have also complain to my attorney generals office in *************. Please help me get my money back.

  

  Business Response

  Date: 09/26/2023

  Hi *******,
  
  Thank you for reaching out and bringing this to our attention.
  
  Please know that our Trust and Safety team takes all claims of fund misuse seriously. The team investigates fraud claims and takes appropriate action on the fundraiser based on their findings.
  
  At this time, the fundraiser remains active, but you are encouraged to submit any evidence you have in a new claim here: ************************************************************
  
  As for your refund, I can confirm that our Trust and Safety team has issued you a full refund and followed up with you via email. You can expect to see the funds return to your payment card within 3-7 business days of the refund.
  
  Different refunds can take a varying time to process based on our team bandwidth and the availability of funds in the GoFundMe fundraiser's payment account when a refund request is submitted. Pending funds are available in the fundraiser payment account, we are always happy to issue refunds upon request.
  
  We hope this helps. If there's anything else we can do for you, please don't hesitate to reply to the on-going email thread and our team will follow up with you there.
  
  Best wishes,

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20619720
  
  I am rejecting this response because:

  Go fund me is saying because of (BAND WITDTH) they couldnt refund my money? Its funny my partner, who ALSO ASKED FOR A REFUND at the EXACT SAME time as I did, she not only got her money back, but got an email saying that she was getting a refund. Go fund me, NEVER RESPONDED TO ME UNTIL I filed a complaint with attorney generals office, ************* 5 days later!!! UNACCEPTABLE!!! Go fund me has used MY MONEY TO PROFIT, on the interest or other ways! Both my partner and I contributed to this fundraiser at the exact same time, both of my partner, and I asked for a refund at the exact same time, however, I was completely ignored because I donated $500 where she only donated 50$ what happened to my money? And why did I get ignored???? Took 5 calendar days to get ANT RESPONSE! 

  Theyre ridiculous excuses of not enough (bandwidth) is absolutely absurd. My third grader couldve thought of a better reason to ignore me than that. 
  

  I WILL NEVER GET FOOLED BY GO FUND ME AGAIN! Please do not contribute to ANY GO FUND ME. They cannot even and do not have a phone system to speak to anyone!!!!! 
  

  never again!!!!

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

   

   

• Initial Complaint

  Date:09/18/2023

  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.

  ******* over a year ago my husband's estranged family set up a go fund after he was brutally murdered. They told people that the money being collected was going to myself and 2 children. We have not received a dime. And they are continuing to make go fund me account using his name and pocketing the money. I have informed go fund me that the doners were scammed buy nothing has been done. The fundraiser collected around **** but there are other go fund me also up

  

  Business Response

  Date: 09/25/2023

  Thanks for reaching out about this, *******. First, please accept our condolences for your loss.
  
  If you are an individual who should have received funds from this fundraiser, please file a beneficiary claim by following this link: *********************************************************************
  
  You can read more about our GoFundMe Guarantee on that page as well.
  
  After we receive your claim, our Trust & Safety team will work with you directly. Additionally, we encourage you to contact law enforcement if you believe that this individual is committing fraud or breaking the law

• Initial Complaint

  Date:09/18/2023

  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.

  Received an e-mail stating, "Hello,This is the GoFundMe team. For safety and security reasons, we would like to verify some of the recent activity of your account.To complete our review, please reset your GoFundMe account and your personal email passwords.Then, reply to this email to let us know which cities and countries you have recently signed in to your GoFundMe Account from. If you have shared your account with someone else, please also let us know where they are logging in from.Please be aware that weve placed a precautionary hold on your outgoing bank transfers until we complete our review.Well look out for your reply and sincerely appreciate your help.Kind regards."My transfers have been placed on hold and I was heavily depending on these tremendously kind donations to evade losing housing. I have submitted as much information as I can, including screenshots, and have not received a response back. I am deeply afraid and sincerely just wish to resolve this as quickly as possible, as this is incredibly time sensitive.Thank you so much.

  

  Business Response

  Date: 09/24/2023

  Hi ********, 
  
  We're very sorry for the trouble here. We see that you were in contact with our team and received confirmation that the review was completed and that your funds have been sent. 
  
  You should receive the funds within 2-5 business days (excluding weekends and holidays) from September 18th. If you have any additional questions, please let us know. 
  
  Thank you.

  Customer Answer

  Date: 09/25/2023

  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,
  
  *********************************** (Elle)