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:09/17/2023

  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.

  On July 30th, I was involved in a freak accident that landed me in the hospital for almost two weeks. My friend, ***************************, organized a GoFundMe on my behalf to help cover the unexpected medical bills. This was/is clearly stated in the fundraiser's "Story"; updates were/have been posted frequently. Upon my release from the hospital, ******** added me as the beneficiary of the fundraiser. I promptly followed all of the directions to setting up the transfers. Over a month later, my transfers are still "on pause"; my bank account and identification have both been verified. I have only received an email in response to my inquiry about the hold on the transfers;i followed the requests listed in the email and replied as instructed. My transfers are still on hold- which is not an acceptable response to give the hospital in response the bills they have sent.

  

  Business Response

  Date: 09/26/2023

  Thanks for contacting us here, *****. Were sorry to hear about the month-long delay on your account and are sending our warm thoughts for your recovery. The verification process on your account is now complete, and this has been shared with you in an email titled "Important Message from GoFundMe - Review Complete" from our team. We thank you for your feedback and will take note of it in the future.
  
  In taking a look at your account, were happy to see that a transfer was sent to your bank account on file, but just a reminder that transfers can take 2-5 business days to arrive. If you have not received the funds by the end of the day today, September 26th, please follow up on the ongoing email message with our team so we can investigate further. Hope the funds reach you quickly and were standing by to help. 

• Initial Complaint

  Date:09/14/2023

  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 created a gofundme account on August 23rd due to my father passing and needed the money for the burial and all the arrangements. Money was collected and currently there is a balance on the account that I keep trying to get the funds transferred to my bank account and every day there is a new issue that the funds keep getting held. I have asked a multiples times for someone to call me to avoid going back and forth on emails and we can get it settled if there is any errors but no one has called me. I have provided all the information requested my bank information, copy of my drivers license, picture of myself, updated information on the gofundme account as requested yet the funds are still not released. They continue to send me more emails telling to complete sections on the account that I have completed over a week ago. When I did complete them at that time it said the funds would be in my account no later than 9/11 now I am being told to fill out the same information that is already filled out because when I log into my accounts its all checked as DONE, and that once all the information they already have is received the funds will be available in **************************************************************************************************************** that I provided to them more than 2 weeks ago and I am in desperate need of the funds I collected to be released immediately. On Tuesday of this week they emailed me again said to provide my bank information something I did since the gofundme was created i responded that it was completed and I have yet to hear from them again and still no funds have been released again Im in desperate need of the funds that was collected to pay for my fathers funeral services. Please assist me with this!!!

  

  Business Response

  Date: 09/22/2023

  Thank you for getting in touch,
  
  GoFundMe takes customer account security very seriously. Our team has detected some potential unauthorized activity in your account, and have placed a temporary hold on any future transfers. The safety of your information is our top priority, and our team will continue working with you to resolve this issue.
  
  In order to secure your account and close our investigation as quickly as possible, please continue to provide the information requested in our last response in the existing email thread. We will work with you to ensure your account is safe.
  
  Kind regards,

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20608027
  
  I am rejecting this response because: Nothing has been resolved and they Tried to say my account was hacked so they wont have to pay When you go through their app as I did it sends you through multiple security procedures in the verification process with your personal information and banking information the money was never transferred Ive been contacting them via app support and email with no response besides them saying send more of the information they already had over and over with a reply time of every 3-4 days it states the process will take 2-5 days for funds to be transferred they have no customer support no phone number ********************** is taking advantage of innocent people and need to be stopped its been almost a month and Im yet to receive the the funds to my account. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/02/2023

  Thank you for taking the time to get back in touch with us, ***********
  
  We're sincerely sorry about the frustration you experienced, especially given the urgent circumstances.
  
  Our team have been in touch on September 27th and 29th to provide the next steps and assist with your account. Please accept the beneficiary invitation which was sent to your secure email. This should allow us to proceed.
  
  If you have any other concerns or questions, don't hesitate to get in touch.
  
  Take care,

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20608027
  
  I am rejecting this response because:They arent doing anything different. Theyre continuing to act as if they are doing something but in reality its the same thing over and over Ive had to send them my bank account information over and over copies of my ID card over and over but it makes no sense if I sent everything on the app and Ive been verified why keep sending me through this I raised the money for my Dads funeral and go fund me has yet to give me any money 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/09/2023

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  Our team takes your security very seriously and does everything we can to prevent unauthorised activity. We have followed up via email on October 5th in regards to a solution.
  
  Please get in touch with us if you have additional questions or do not receive your funds. 

• Initial Complaint

  Date:09/11/2023

  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.

  I have created a go fund me page and followed all the steps and email correspondence from ******************* to be told that I will not be able to withdraw the funds that we have raised. We are in urgent need of this money by 22 September and go fund me are withholding this money. They have taken many weeks to respond to us. We needed this money, if they were not able to help us they shouldve advised many weeks ago before carrying on our fundraising attempts to the last week of when we need to use this money.They have not provided us a reason as to why we cannot withdraw our funds raised.Go fund me is a fundraising platform, so Im not sure why they feel that my fundraiser is not up to their standards I feel discriminated, they have put me under tremendous stress with their back and forth emails, and delaying our withdrawing process, and they have not provided a valid reason as to what is happening. I am an ********** citizen I have followed all processes and responded to every email they have sent me.

  

  Business Response

  Date: 09/18/2023

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  Our team conducts reviews on accounts to help ensure they are compliant with all applicable laws, strictly enforced policies from our payment partners, that fundraiser organizers and donors are protected, and that funds are delivered safely and securely to their intended recipients also known as beneficiaries. This may result in withdrawal holds and we apologize for the frustration.
  
  Please keep an eye on your inbox for an email from our team detailing the status of your account review as well as the next steps. We appreciate your patience and understanding.
  
  Kind regards,

• Initial Complaint

  Date:09/11/2023

  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.

  A donation was made to ********************************** aka ********************* on 9/2/2023 for the amount of $100. After they added their so-called tip of $15 the total amount of $115 was processed on my debit card and the bank paid out the full amount. After 9 days this has not shown up on the fundraiser account as being a donation received. My wife is very upset about this as the fund raiser is for her brother with whom she was very close. Can you please help with this matter. The GoFundMe website Support section doesn't respond to any help requests. When you click on the "Get Help" tab it just shows it is loading bur nothing else ever happens.Thank for your assistance.

  

  Business Response

  Date: 09/11/2023

  Hi *****,
  
  Thank you for reaching out to the GoFundMe team. We apologize for any confusion regarding that donation.
  
  We can confirm the donation was submitted anonymously, which means the donor's name is not visible on the public fundraising page, but is visible to the fundraiser organizer within their GoFundMe account dashboard.
  
  A member of our support team has followed up with you in a separate email outreach to offer assistance with making that donation public for you (if desired).
  
  Should you have questions or need any other assistance at all, please follow up with our team there and we'll be glad to assist.
  
  Best wishes,

  Customer Answer

  Date: 09/12/2023

  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:09/07/2023

  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 have a campaign with over $150K raised and gofundme is blocking me from transferring funds. They have repeatedly requested information that I have already uploaded and the chat bot tells me that "someone will get back to me". No human to talk to. HELP!

  

  Business Response

  Date: 09/19/2023

  Thank you for reaching out, ******, and we apologize for any confusion or frustration caused.

  Our Trust and Safety team sometimes requires more information to ensure our customers are protected. That said, it looks as though this issue has been resolved within your existing email thread with our team, and we invite you to continue to send your concerns there to guarantee the fastest resolution. 

  
  We appreciate your understanding.

• Initial Complaint

  Date:09/06/2023

  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.

  My ex girlfriend started a gofundme for myself when my truck was stolen with all my tools inside. Campaign was recently edited and funds were recently cashed out but i didnt receive the funds. I cannot directly ask the my ex due to a restraining order as of 03-24-2022. i contacted gofundme but only got automated responses saying it is not covered under their guarantee but they dont give any details

  

  Business Response

  Date: 09/18/2023

  Hello ****,
  
  Thank you for taking the time to reach out to our team. Our Trust and Safety team has reviewed your report and determined that you are not an intended beneficiary of this fundraiser. 
  
  In addition, our team opened an internal investigation into the account based on the information that was provided.
  
  At that time, we confirmed that you are ineligible for the GoFundMe Beneficiary Guarantee. Please note, that we do not provide reimbursement when a beneficiary files a claim after more than a year after the fundraiser's creation date.
  
  If you have more information on anything related to this case, you are welcome to follow up with us in the existing email thread and we can be sure to take it into account.
  
  For complete details and limitations please feel free to review our policy here: *********************************************************************
  
  Thank you for your understanding.

• Initial Complaint

  Date:08/30/2023

  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 a go fund me set up for my Son. Who passes 08/18/2023. I have entered my bank account information and they've emailed saying the see my bank account verified. But every other day it's asking me to verify my information and say 3-5 days. I sent in my identification, account information. I just want to pay for my son services. But how can I if they are prolonging and keep asking for the same information over and over again?

  

  Business Response

  Date: 09/09/2023

  Thank you for getting in touch with us today, and we're sorry for any trouble caused.
  
  We can see that you worked with our specialists to correct an error in the entered bank account, and the funds are on the way to the updated information.
  
  If you have further trouble, please follow ** in the ongoing ticket with our team and we will be more than happy to help.
  
  Thank you,  

• Initial Complaint

  Date:08/24/2023

  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 have a GoFundMe account setup for ******** have chatted with numerous supervisors about this.still nothing has been done

  

  Business Response

  Date: 08/26/2023

  Hi *****,
  
  Thank you for reaching out to the GoFundMe team about this.
  
  We apologize for any trouble you've had locating your funds. We can confirm our records show that the funds were paid out in full to your provided bank account earlier this month. It also appears the provided screenshot you submitted with your complaint shows the deposit for your GoFundMe fundraiser funds.
  
  To offer additional assistance in locating those funds, one of our ************** Specialists has sent you a follow-up outreach in our on-going email conversation.
  
  We'll continue assisting you until we confirm you have the funds in-hand. Should you have questions or need any other assistance at all, please let our team know on the existing thread and we'll gladly assist you from there.
  
  Take care,

• Initial Complaint

  Date:08/22/2023

  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.

  My little brother passed away in March. His ex wife started a gofundme to help the family with the opening, closing & headstone of his funeral as he already had a plot next to my deceased mom, dad & other brother who have already passed. I am his only next of *** left besides his minor daughter from another mother. The ex wife gofundme raised a total of $3000. Months went by & she started getting harder & harder to get ***** of & I had to get my brother buried. Myself, my ********* cousin refunded our money ourselves leaving $1700 in the gofundme. I planned & paid for the funeral. It was $2635.09. After I sent her a copy of the receipt & asked her what she was going to do with the remaining $1700. She shut the gofundme me down & blocked me. I contacted gofundme for their giving guarantee but they determined that I wasnt the beneficiary even tho it was to help the family pay for the open & closing and Im his only next of kin and paid 100% and had the receipt which I showed them. They suggested I file a police report, which I did but was unable to get a copy because apparently the sheriff **** is under staffed & the $ amount makes it a non priority. I followed up for ********** still had not been assigned to anyone. So I went back to gofundme legal **** directly to try to find out how his only next of kin & the person who paid & has the receipt could possibly NOT be the ****************** just replied the same way, that Im not the intended beneficiary. In the meantime she collected money for my brothers funeral, I am his only family, I paid & she kept the remain $1700. She had since blocked & stop talking to everyone in my family. Ive proved it multiple ************ arent doing anything about it.

  

  Business Response

  Date: 09/02/2023

  Hello,
  
  Thank you for taking the time to reach out to our team. Our Trust and Safety team has reviewed your report and conducted an internal review of the account based on the information that was provided. 
  
  At this time, they have determined you are not an intended beneficiary of this fundraiser. Additionally, they have found no information that confirms the funds were used contrary to the intent stated on the fundraiser.
  
  If you have more information on anything related to this case, you are welcome to follow up with their team in the existing email thread. 
  
  For complete details and limitations please feel free to review our policy here: *********************************************************************
  
  Thank you for your understanding. 

  Customer Answer

  Date: 09/03/2023

   
  Complaint: 20505622
  
  I am rejecting this response because:

  the Gofundme in question clearly stated to help the family pay for the open, closing of plot & headstone. 
   1. I am his family & only next of kin. Im his sister.

   2. I paid 100% of it and provided both her & gofundme with the receipts 

   3. Not a ***** of the gofundme money raised went towards what it was raised for either him, his funeral costs, helping his family or by her to funeral home directly.

  4. *** asked her directly for the money, sent her copies of receipts & she blocked me in every way & stopped responding.

  5. Ive followed up with gofundme twice & go this exact response from the stating that they determined I wasnt the beneficiary, but when the original go fund me post stated it was to help the family pay & im the only family & the only one who paid with the receipt, I dont know who else could possibly be the beneficiary if not me?

  6. All of the receipts, communications, etc that Ive sent you Ive already sent them & I still got the same generic response that you just received. 

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

  

  Business Response

  Date: 09/11/2023

  Hello,
  
  We want to express our most sincere condolences for your loss.
  
  Our Trust and Safety team opened an internal investigation into the account based on the information that was provided with the report. With the information provided in mind, we did not find evidence that the funds were used contrary to the intent on the fundraiser.
  
  For complete details and limitations please feel free to review our policy here: *********************************************************************
  
  Thank you for your understanding.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20505622
  
  I am rejecting this response because:

  Their responses continue to be vague & like canned responses. That has been my problem with them the whole time is I cant get a direct answer to my question. 
  

  if the gofundme request specifically states it was to raise money to help the family with the open & closing of the plot & headstone and Im the only next of kin and paid 100% of the open/closing/headstone and provided a receipt how am I NOT the entendrd beneficiary? 
  

  also the money that was raised for the opening/closing/headstone, not a ***** of it went to what it was raised for. She kept 100%, which would be fraudulent to raise money for something & keep it. I have the receipt to show I paid & haven't received a dime of the money which she raised. 

  I provided copy of the gofundme ad to show what she claim to raise the money for and who (what I paid for) a receipt to show I paid, text msgs between her & I.

  what else do they want? They just keep giving me the same canned responses & no reasoning as how the only family he has & the only family that paid could possibly NOT be the family the gofundme was raising the money for as mentioned in the ad.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/22/2023

  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 created a fundraiser on August 13, 2023. The fundraiser on go fund me was set up for my nonprofit organization which is called ******** Foundation. I have an EIN employee number but Im waiting for the paperwork for the 501(c)(3) to be finalized. The details as to what my fundraiser donations are for our fully enclosed in my fundraiser, which is very well described. ****************************************************************************************************************************************************************** Go fund me has paused my transfers from my account which my family and friends, have kindly and generously donated towards. They are compliance team is very nonresponsive. I have submitted 44 emails with no resolution. I have submitted all the paperwork that they have requested, and they still have not to remove the pause from my account. At this point, the veterinarians that *** hired for a span neuter and clinic, and ******* need to get paid, and Ive paid for a portion of the costs out of pocket, but I need access to these donations to pay the veterinarians for the work, the medication, and everything that they did. I need access to the donations. I need access to the funds so that I can resolve this issue once and for all.

  

  Business Response

  Date: 09/03/2023

  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 all applicable 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 August 23rd and funds should be deposited to your account on file in 2 to 5 business days.  
  
  If there are any remaining questions or concerns, please let us know as a direct response to our email correspondence with the subject "Important Message from GoFundMe - Response Required" or by visiting our Help Center (support.gofundme.com).  
  
  We are grateful that you chose GoFundMe to facilitate this fundraiser.