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:06/23/2023

  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.

  Go fund me is a business that accepts donations on behalf of a beneficiary. The donation was created by my relative because I was in a bad vehicle accident. I have tried to retrieve my funds from the help support of Go Fund Me. It's just a lot of back and forth with communication. They claim they have no way of calling me to help me get my funds instead they send me to follow these articles to learn how to get my funds which ultimately sends me back to their help desk.I never wanted to set this up with these people. I stopped giving my go fund me information to my friends and family because I noticed it wasn't a easy setting up to put my banking information to retrieve my funds. I started trying to get the funds that's is there for me only to find out that they created an obstacle and intend on a 14 day process for you to receive your fund. I'd like my donations but because of how horrible the customer service is communicating I gave up trying. I'm still healing from my vehicle accident which I informed these people of Go Fund Me. I don't have the strength anymore to fight with them and I'm deleting the account created. Please if you could be the third party to help me get my funds. They take advantage of people and use time to hold funds and make it difficult to get your donations. There practices is harsh and purposely designed to be slow so they can profit from your donated funds.

  

  Business Response

  Date: 06/26/2023

  Hi ****,
  
  Thank you for alerting our team to these issues. We apologize for any trouble you've had contacting our team and setting up your GoFundMe transfers.
  
  Please know we have a human team available and ready to help at all times. You can reference this article for ways you can get in touch with our support team: ********************************************************************************************
  
  As for your funds, we see you have an ongoing email thread with our support team and they've offered additional instructions there to assist you in adding your bank details to your account. Once that is done, the fund transfers will initiate automatically.
  
  We hope this helps. If you have any additional questions, please follow up with our team on the existing support thread and our specialists will follow up with you as soon as possible.
  
  Warm regards,

• Initial Complaint

  Date:06/20/2023

  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.

  On April 24 2023 $575 was withdrawn from my Santander checking account via PayPal by a Go Fund Me fundraiser. I did not authorize this withdrawal and do not know any of the people connected to this fundraiser. I have opened an investigation with Go Fund Me that was denied. I also contacted PayPal and my bank. PayPal has provisionally refunded the amount back to my checking account. This investigation is not complete and they can still withdraw the amount if the investigation doesnt prove it was fraudulently committed. My bank has advised me to wait until the investigation are completed by PayPal and Go Fund Me before instigating an investigation with the bank since the account will be frozen and I wont have access to my money until a new account is made and funds are transferred into it. I dont understand how this fraud was committed or when and where it was made (go fund me or PayPal).

  

  Business Response

  Date: 06/30/2023

  Thank you for getting in touch, *********
  
  Please know GoFundMe takes reports of fraudulent charges very seriously, and we work incredibly hard everyday to keep our platform and customers safe throughout the fundraising process.
  
  Our team is waiting on your response in an existing email thread so we can gather additional information and best help support a resolution here. If you haven't already, please check your email for that message and reply at your earliest convenience. We appreciate your patience and understanding, and look forward to working with you on this matter. 
  
  Regards,

• Initial Complaint

  Date:06/14/2023

  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 setup a GoFundMe page to receive donations from family and friends for burial expenses for my deceased husband who died as a result of a horrible traffic accident. Many friends have donated. I am unable to get GFM to transfer these funds to my bank account. I have used every help tool at their site including email and their so-called chat help. No one ever responds and there is no phone number to call or any other useful support. GFM is therefore wrongfully in possession of funds and this may be considered fraud. I will file complaints with the ************************* in ********** and **************************************** for starters. I recommend that you avoid using GFM.

  

  Business Response

  Date: 06/23/2023

  Thanks for contacting us here, *******. Please accept our condolences for your loss.
  
  Were sorry to hear about the delay. Our team tried to reach you over the phone on Friday but was unable to, so we sent you a follow-up email right after with the transfer details.
  
  In taking a look at your account, we can see that a transfer is currently on the way to you, but just a reminder that withdrawals can take 2-5 business days to arrive. If you have not received the funds by June 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.
  
  Kind Regards,

• Initial Complaint

  Date:06/14/2023

  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 was emailing go fund me about something I found out when I donated money and that it was false and that they didnt destroy their car or anything it was lie just to get money so after finding out the information I sent my findings to their support team who assured me I would get a refund back but I never received one and they completely ignored my emails after reaching out several times

  

  Business Response

  Date: 06/23/2023

  Hi *******,
  
  We see you've been in contact with our team under Ticket #******** in regards to your request. We're sorry to hear about what happened. Our team has determined that your donation is not covered under our Guarantee, so we will be unable to refund it. You can review our full GoFundMe Giving Guarantee Policy for more details: ********************************************************************************
  
  If you believe this user is committing fraud or breaking the law in any way, we encourage you to contact law enforcement officials in your area. We'll cooperate with any investigation that law enforcement deems necessary.
  
  
  Best regards.

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20184212
  
  I am rejecting this response because:
  This is not right I was told my donation was covered when I submitted it so why now all the sudden its not covered no I want my money back you guys dont deserve to do that especially when I showed proof 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/01/2023

  Hi *******,
  
  Thanks for following up with us. As mentioned, our Trust and Safety team received your donor claim submission and after conducting an investigation of the related fundraiser, found no evidence of fund misuse.
  
  Please note that the GoFundMe Guarantee stipulates that "GoFundMe will determine, in its sole and absolute discretion, if misuse or abuse has occurred": ********************************************************************************
  
  With funds no longer available for a refund in our system, we are unable to return the donation to you.
  
  Should you have questions or need any other assistance at all, please feel free to contact our support team via the GoFundMe *********** (*********************************************).
  
  Best wishes,

  Customer Answer

  Date: 07/04/2023

   
  Complaint: 20184212
  
  I am rejecting this response because: stop making excuses to not give me back my money I told you about this a while ago and you guys claimed to have looked into it. You wait until the empty out the account to tell me that you cant refund me anything thats ******** i want my refund

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

• Initial Complaint

  Date:06/11/2023

  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.

  My sister-in-law recently opened a gofund me for my husband. When she went to withdraw the funds the company charged her almost 9% of the total raised. The website says they charge 2.9% +**** per transaction and that is a flat lie. It is fraud! They took over $350 from the money we raised when the amount they stated they would take at 2.9% was less than $125. This is false advertising and fraud.

  

  Business Response

  Date: 06/12/2023

  Thank you for bringing this to our attention, *********.
  
  We strive to provide access to reliable and secure fundraising. To do this, we partner with industry-leading payment processors to accept and deliver the donations raised.
  
  We do not charge a fee to start or host a fundraiser because we believe that everyone should have access to the help they need. The transaction fee that is deducted from donations covers the costs of credit and debit charges, safely delivering donations, and helps ** offer more ways for people to donate.
  
  In the ** and ******, that transaction fee is 2.9% + $0.30 per donation. These transaction fees vary slightly depending on country, and you can learn more about this on our pricing page: ************************************************
  
  Since we cannot see a fundraiser connected to the email address you shared with us, I'd recommend that your fundraiser organizer reaches out to our support team directly, here: ******************************************************
  
  Once they've reached out to our team, we can provide a breakdown of the fees from their fundraiser specifically to help provide more clarity surrounding the amount transferred to their bank. In the meantime, please feel free to visit our *********** for more information about our fees: ***************************************************************************************

• Initial Complaint

  Date:06/11/2023

  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 for my mother, who has a lot of financial medical difficulties. I got a notice that my page was paused to see if I met community standards. I gladly sent them required info and offered to give them all that they needed when I went back to look at the page it stated to the public that my page had been paused so that they could investigate it to make sure..and keep donors safe was the gist. So now many donations for a mother that could have helped her with her needs will not go to her now, because anyone who doesnt know us personally will think weve done something to be investigated for. I do not appreciate is them putting it publicly that they were investigating us publicly. I worked in the nonprofit center for over 20 years, I know audits are necessary and Im not afraid of them. I know what phrases not to use and to use and I know what words scare a prospective donor. A donor in the tracks. This phrase completely turned off tons of donors that wouldve helped my mother. They should know better. If they knew us, They would know that we are giving family not a taking one. People in our community will still donate to my mother, people who dont know us wont . My mama and daddy have helped so many people theyve given money theyve given food if you and then a place to stay for free both my husband and I - the one who died of cancer, and my husband now, who has leukemia, have devoted countless hours to playing benefits, provided free music for funerals, and other things in the community. We have led praise and worship in church for over 20 years, until Hurricane *** destroyed both our church and our home, and we had to move, and moved out of state.

  

  Business Response

  Date: 06/15/2023

  We're sorry to hear about your mother's situation, *****. We can confirm that the review of your fundraiser has been completed. We appreciate your patience throughout this process.
  
  We see that you've also received our team's most recent email to you titled "Important Message from GoFundMe - Review Complete". If you have any additional questions, you can follow up directly in that same email thread.
  
  Thank you.

• Initial Complaint

  Date:06/06/2023

  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.

  I set up a gofundme for my friends bills the she occurred due to her dog getting cancer and passing away. she has sustantial bills. A week into the go fund me the transactions were paused without any explination. I found the form to request the hold to be removed. On 6/5/2023 I received a replay with a ticket of ******** requesting who I was how I was related and a copy of the medical Vet bills to prove that I am in fact fundraising for a person which by the way is part of the **** on the fund raiser. so I submitted a great amount of medical vet bills and also the dogs medical records. GOFUNDME still has not reinstated my account and has not responded to release the money. I tried contacting support chat and they just tell me to wait for a response even though there initial email only gave me 48 hours before the account was deactivated. this is ridiculous that that just cause more pain to people in need!

  

  Business Response

  Date: 06/12/2023

  Thanks for contacting us here, ********, and for your patience while our team conducted a security review of your account. Were happy to see that the review has been completed and bank transfers are successfully going out to you, but just a reminder that transfers can take 2-5 business days to arrive. Please don't hesitate to contact ** if there's anything else we can help with. 

• Initial Complaint

  Date:06/06/2023

  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 am an American with a hidden physical disability, that impacts my vision and hearing, seeking reasonable accommodations in the proper venue. I am an American with a hidden physical disability seeking remedy from stonewalling, gaslighting, and fake participation in the proper venue. I am an American with a hidden physical disability seeking remedy from gross technical errors and reoccurring website malfunction in the proper venue.This is causing a financial loss to my business - seeking remedy for the loss of business. I am an American with a hidden physical disability, that impacts my vision and hearing, seeking reasonable accommodations in the proper venue. Based on a preponderance of the evidence, I am an American with a hidden physical disability [benign brain tumor] seeking remedy (from the ramifications of) social, economic, and financial disadvantage - in the proper venue. Our campaign has been moved to ********************************************************** My email is: ********************************** I was able to donate to my own campaign but I am not able to edit my own campaign and the fundraiser does not appear in my fundraisers' tab. I have linked the account to my bank. Why am I not able to manage my fundraiser with my email account?Please add the fundraiser to campaigns that I can manage and allow me to edit the details.

  

  Business Response

  Date: 06/11/2023

  Hi ******,
  
  We are sorry to hear about the difficulties. It looks like you have two GoFundMe accounts. Our team has reached out to the email address connected to your fundraiser to assist in locating your fundraiser in your fundraiser tab and to support you in editing your fundraiser.
  
  With kindness,

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  I have not received a direct response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. I am an American with a hidden physical disability, that impacts my vision and hearing, seeking reasonable accommodations in the proper venue. 
  I am an American with a hidden physical disability seeking remedy from stonewalling, gaslighting, and fake participation in the proper venue. 
  I am an American with a hidden physical disability seeking remedy from gross technical errors and reoccurring website malfunction in the proper venue.
  
  Need to edit bank information. I have one account at the email I made the complaint and I added my work email to the fundraiser. If someone else has made an account in my name please reveal the email used. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/17/2023

  Thanks for following up with us, *************
  
  We apologize for the trouble here. It appears our team has been trying to contact you via the email linked to your GoFundMe account (which is different from the email you've provided in your complaint here). We have not received a reply to our inquiries.
  
  We've since sent a ************ to the email you provided with this BBB complaint.
  
  Please check your inbox for that message ("Message from GoFundMe") and reply there so our team can help you access your The Butterfly Bus GoFundMe account and confirm your transfer details.
  
  We will look for your reply so we can proceed.
  
  With kindness,

• Initial Complaint

  Date:05/30/2023

  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.

  Getting money donated is very difficult. To start with was setting up my date of birth required over 800 clicks to reach the proper date. Second was getting to the bank itself which it seems they can never verify.

  

  Business Response

  Date: 06/07/2023

  Hi *******,
  
  Thank you for alerting us to this issue and we apologize for the negative experience thus far. We certainly don't want the transfers process to be a difficult one.
  
  For the date-of-birth field in our payment partner's portal, there is a smaller "year" button in the upper left of the screen where you can scroll through the list of years to find your own birth year. That's meant to eliminate the need for additional clicks on the calendar itself.
  
  In order to help you complete the transfer setup, one of our support specialists has sent you an email with additional instructions. There you'll also receive any coaching tips needed to make your fundraiser as successful as possible.
  
  We hope this helps, and please don't hesitate to let our team know in that email thread if you have any questions.
  
  With kindness,

• Initial Complaint

  Date:05/28/2023

  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.

  Ive already reported this fundraiser twice on the site and it remains listed. The fundraiser includes blatantly false statements and is misleading. It states, ********* was involved in a car accident. In reality, The evidence in this case overwhelmingly indicates that these were intentional and purposeful deaths, the attorney for the state told the judge. *********************************** is facing 18 charges. Yes, eighteen charges, thats not a typo. She was arrested and the bond set at $500,000. As if they wouldnt be using this money to fund her bond and legal fees? Shes charged with murdering two people and you dont think people should be informed that the accident in question was entirely her fault. She killed two people. They are defrauding people by painting her as a victim. It absolutely baffles me that this hasnt been removed.Just read the news articles:***************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  

  Business Response

  Date: 06/03/2023

  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.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20114015
  
  I am rejecting this response because:
  

  You've completely missed the point - they're telling outright lies in order to paint her as a victim. Either she intentionally murdered 2 people, or she negligently killed 2 people while high on drugs and speeding. There was no "accident". They are misrepresenting the situation and people are donating money without being given accurate information about the situation. If people still want to donate once they know the truth then that's fine, but no fundraiser should be allowed to leave out the facts like this.