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:05/23/2023

  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.

  I had a go fund me set up to get my electric paid due to be a single mom struggling. I have went back and forth with Venmo and go fund me. They r saying I entered the wrong banking info and I double and triple checked the banking info when I set up account. Yet it is saying the deposits were sent to an account the same as mine but ends in a different number. I changed the bank account ASAP and the customer service rep with ********************** said that I got it changed in time. It has been 25 days and still have not gotten my money. The amount is $455. My electric is about to get shut off as the payment is now a month past due. I. Also contacted ***** in regards to this and they can not find any of the funds anywhere. I have been going back and forth with this for weeks. Someone needs to figure out where my money is and now or I will be suing.

  

  Business Response

  Date: 05/24/2023

  Hello *******,
  
  Thank you for reaching out to our team regarding this. We're sorry for the trouble with locating your transfers.
  
  If incorrect bank account details were entered when you set up transfers, we typically expect the receiving bank to reject the transfer(s) when they note the discrepancy. It typically takes up to 10 business days for those transfers to fail and for the funds to be returned to your GoFundMe payment account.
  
  We see that you've since corrected your bank details. Since it's been over 10 business days and the funds have not yet been returned by the original bank, one of our Escalated specialists is reaching out to our payment partner to check for any status updates regarding the funds on their end.
  
  Once our specialist has an update, they'll be following up with you in your on-going email thread. Please feel free to submit any additional questions or concerns there and our team will follow up with you as soon as possible.
  
  Warm regards,

  Customer Answer

  Date: 05/30/2023

  They have sent me this same response 5 times, and its been 25 days, they need to figure something out!!! This is ridiculous.

  

  Business Response

  Date: 05/31/2023

  Thanks for following up with us, Chelsay.
  
  We've heard back from our payment partner and after searching their system, they've confirmed the missing transfers have not returned from the receiving bank.
  
  They've provided ** with additional ACH transfer documents that you can take to your bank to help locate the transfers on their end.
  
  The Escalated specialist who's been assisting you will be following up with you via email shortly to provide those documents and go over any additional options.
  
  Please be on the lookout for their message and feel free to follow up with any additional questions you have there.
  
  All the best,

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20094729
  
  I am rejecting this response because:its the same thing they keep telling me I already took the documents go fund me provided me with the deposit information and my bank says there is no trace of any of it. Go fund me need to get me my money now 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/18/2023

  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.

  Set up Go Fund Me for an employee who lost their 1 year old child in their house fire. Money was raised and they put the funds on pause. Everything they asked for per website has been given. Try to reach customer service, they only text them tell me that itll be handled in 48 hours. I dont have another 48 hours! This family needs to pay for their babys funeral.

  

  Business Response

  Date: 05/31/2023

  Hi *****,

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.

  Our team sometimes requires more information to ensure customers are protected and our Terms of Service are upheld. This can sometimes result in withdrawal holds. We apologize for any inconvenience caused.
  
  Upon further review of your fundraiser, we have lifted the precautionary hold on your bank transfers. The latest transfer was sent to the beneficiary on May 25th and funds should be deposited to your account on file in 2 to 5 business days.  
  
  Please get in touch with ** if you have additional questions or do not receive your funds.

  With kindness,
  

• Initial Complaint

  Date:05/13/2023

  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.

  3/13/23 - I made a donation in error of $10,000 to a GoFundMe Campaign and after reviewing the "GoFundMe Giving Guarantee asked for a refund on 3/16/23 of $10,000. 4/4/23 - I received a email notification from GoFundMe I would be receiving this full refund in 3 - 7 business days. 5/11/23 - Have not received the refund and have reached back out to GoFundMe but have not heard back.

  

  Business Response

  Date: 05/19/2023

  Hello ***,
  
  We understand your frustration and can see that you received an email notifying you of a refund by mistake. We apologize for any confusion as a result of this.  
  
  Our Trust and Safety team has reviewed your claim and opened an investigation into the account based on the information that was provided.
  
  It was determined that you are not eligible for reimbursement under the Guarantee. Since that is the case, we are unable to refund your donation at this time.
  
  For complete details and limitations please feel free to review our policy here: ********************************************************************************
  
  Thank you for your understanding.
  
  Kindest regards,

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 20055595
  
  I am rejecting this response because:

  The merchant has not clearly stated the reason for not allowing the refund other than "they made a mistake."  Per my exchange (attached) I feel I do meet their policy

  As I have stated:
  
  
  1) I have no confirmation from the fundraiser the funds were used as stated.  All I have is their action to remove my comment and switch my public view name to "anonymous."
  
  2) I have not received any confirmation the funds were delivered to the intended recipient.
  
  3) Based on #1 and #2 I did not authorize this donation.
  
  4) As I have stated previously; I made a mistake on my donation.
  
  Please advise on next steps and who I should be in contact with and how.  Also again please provide a more detailed reason for why my refund request was denied.  What process did you go through in terms of "After reviewing the fundraiser in question,.." and what did you review?  Have you spoken or been in contact with the fundraiser?
  
  Sincerely,
  
  ***************

  ==================

  "Youre covered by our money-back donor protection guarantee.
  You are making the world a better place for someone every time you give. We believe its our responsibility to protect your kindnessby protecting
  your donation."
  
  I do not have peace of mind, made a mistake in making the donation and am not sure the funds are being used in the  manner solicited. Hopefully this is helpful and please let me know what the next steps are.  My understanding is I have 12 months to work through this based on your policy.
  
  
  Thank you,
  ***

  =========================

  What is clear here to me is that the merchant is not able to communicate with the owner of this campaign either and therefore not willing to protect myself (the donor) or honor their stated "donation protection policy" as stated on their website.

  Thank you,

  ***

  

  Business Response

  Date: 05/23/2023

  Hello,
  
  Thank you very much for your feedback and concern. GoFundMe is on a mission to inspire hope and change lives through giving, and our team works around the clock to ensure your safety and protect against fraud. One key way we achieve these goals is with the GoFundMe Giving Guarantee which helps protect donors and their donations in the rare case of misuse or abuse on the platform.
  
  We take each and every allegation of misuse or abuse very seriously, and our investigations into these claims assess the allegations to make sure were objectively analyzing relevant facts and considerations- that our donors provide, as well as those available to us via internal tools and processes
  
  Unfortunately, after our review of the facts present in this situation, our team determined that your donation is not covered under the GoFundMe Giving Guarantee. Within our correspondence with you, we received confirmation that you intended to submit this donation to the amount of $10,000. Your refund was later requested due to issues outside of GoFundMe. 
  
  For complete details and limitations of the GoFundMe Giving Guarantee, please review our full GoFundMe Giving Guarantee Policy (********************************************************************************). We encourage you to contact law enforcement officials in your area if you believe fraud is being committed. We will cooperate with any investigation that law enforcement deems necessary.
  
  Regards,

• Initial Complaint

  Date:05/10/2023

  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.

  A local woman donated $6,000 for our dog to have her surgery on May 4, 2023. We had already received $750 in donations, which were successfully transferred into my account. When we received notice of the $6,000 donation, gofundme did not transfer the funds and alleged my checking account "could not be verified" even though there were already successful transactions. I have uploaded 2 banking statements and a voided check showing the correct account number. My dog was scheduled for surgery on May 11, 2023 (7 days later) and dependent fully on this $6,000 donation. To date, gofundme claims they cannot verify my account even though they have already successfully made transfers to an account they already verified.

  

  Business Response

  Date: 05/18/2023

  Hello ********,
  
  Please accept our apologies for any trouble caused here. We know it can be unexpected when you're asked to complete these verification steps, even after youve already been sent some funds. When this happens its because additional documentation is needed by our payment processor to support the continued safety of your funds. In your case, we required a bank document to verify your banking details. Once uploaded, it will be reviewed within 1-2 business days.
  
  It looks like you were able to get in contact with our team via live chat (ticket #********) and all has been resolved. The remaining funds have been sent as follows: ****** USD sent on 2023-05-10. Please note that funds take 2-5 business days to arrive in the bank account on file, excluding holidays and weekends. Moving forward all funds will be sent automatically once verified, and no further action will be needed at this time.
  
  I hope this provides comfort that your issue has been resolved. Please don't hesitate to reach out to our team again should you have any further questions or concerns. Wishing Seven a speedy recovery!

• Initial Complaint

  Date:05/08/2023

  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.

  This gofundme was started by my ex husband. The description is defamatory, libelous, and all not true. Hes fundraising off of lies about me and our son claiming to use funding for counsel. Our son was not only abused by the creator (father) of the gofundme, our son was transported by ambulance from school for suicide thoughts due to father and wife. It happened 2 days prior to creation of this gofundme. Court SUSPENDED visitation, son was NOT withheld and the money raised from this gofundme was not used for counsel. This gofundme as is defamatory and libelous has caused major damage to my professional and personal reputation causing business loss and jeopardizing my standing on the school board in my community. I have contacted gofundme me 11 times over a 10 business day period and not heard back. All while this false information continues to spread on social media, collecting money to further abuse our son, myself, my business, and the court system down the line. A restraining order, including this GoFundMe me page, was filed and granted for both myself and son last week seeking legal fees and monetary loss caused by this. How can gofundme publish ANYTHING without fact checking causing dangerous irreparable harm to a suicidal 9 yr old by the abuser who created this without any background information?**************************

  

  Business Response

  Date: 05/16/2023

  Hello ********,
  
  Thank you for reaching out to our team.
  
  We've received your submitted reports regarding the fundraiser. Our Trust and Safety team reviews all filed reports and takes appropriate action based on the content of the claim.
  
  At this time, our Trust and Safety team has not found cause to remove the fundraiser from GoFundMe.
  
  If you'd like to submit additional evidence within a new report, please submit this claim form for our Trust and Safety team's review.
  
  Additionally, if you have any questions we can address, please feel free to reach out to our Support team directly via our Help Center.
  
  Warm regards,

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20031346
  
  I am rejecting this response because:

  GoFundMe - is that a joke? I provided more than enough evidence as I submitted the Order of Protection against the person who started this fraudulent, defamatory, libelous fundraiser against me and our son. 
  The person who started this fundraiser closed it. Its still up for everyone on the internet to read with a PICTURE of my son. Without my permission as hes under the age of 10 and a minor who was hospitalized in a psychiatric department due to the person who started this. No doubt it was closed by the person because I took legal action and he will need to provide proof it was used for its intended purpose, which it was not. 
  there were over 30 reports made about this fundraiser over a month ago. Gofundme never contacted any of the 30 people. It took from 5/8/23 when I made the complaint with the BBB to 5/16/23 to FINALLY receive a response from gofundme. This is disgusting and gofundme is a dangerous platform.
  

  not a problem, I will take legal action against GoFundMe for libel, defamation, loss of business and damages and emotional turmoil from how irresponsible gofundme is.

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

  

  Business Response

  Date: 05/23/2023

  Thank you for your reply, ***************** 

  A member of our Trust & Safety team will be following up with your report shortly.

  If you have any additional information, please let them know.

  Regards,

• Initial Complaint

  Date:05/08/2023

  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 late stage liver cancer. This go fund me was started by myself and partner I live with. For a month I have spoken to several agents.I have supplied them with every document they asked for and more. One agent have 28 emails with alone. Transfers arent being sent and they say they are. I have gone in the bank and done my du diligence and supplied paperwork for everyone. I have spent hours and hours and it only 600$, but that is money for my care. I got They said they sent a transfer a few days ago, it is not posted on there sight when the next transfers will be sent. It says no transfers sent yet my email informs me a transfer is sent. Its a game. Its almost a month. How do I resolve this with low energy and little time on earth?? Do I have my family get an attorney.

  

  Business Response

  Date: 05/16/2023

  Thank you for reaching out about this, *******, and we're sorry to hear of the issues you're facing locating your funds.
  
  When transfers have been sent by our payment partner but have not been received by you, our team follows a specific process to locate the missing funds. This process does involve you supplying some requested documents, and we apologize for any inconveniences this has caused.
  
  It looks like you're currently working with our Escalated Support Team via email to locate these funds, and have been in contact with our specialists as recently as yesterday. Please do continue working on that email thread with our team, and you can follow up there with any additional questions you have throughout this process.

• Initial Complaint

  Date:05/05/2023

  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 had a GoFundMe fundraiser all set up. I did a bank transfer to my Venmo account. Unfortunately, I put the wrong account number in when I did the transfer. It never showed up on Venmo and was never returned to GoFundMe. Over the past 2 months, I have been speaking with both GoFundMe and ***** regarding the missing money. Neither Venmo nor GoFundMe took responsibility for the transaction issue. After being escalated to the highest person it could go to, I was told that there was nothing that could be done, on either side. I am now missing $423 of donations for my dogs surgery. GoFundMe should be able to resolve this but they refuse to take any responsibility.

  

  Business Response

  Date: 05/14/2023

  Hi *****,
  
  We are truly sorry to hear about the outcome of your support request and that we could not successfully assist in locating your missing funds.
  
  After confirming that the incorrect bank transfer information was entered upon setting up bank transfers, we confirmed that our team has exhausted every available option for locating the missing transfers, including having our support team contact Venmo on your behalf, submitting an outreach to our payment processor and having our payment partner initiate a bank transfer reversal (which unfortunately was rejected by the receiving bank).
  
  With the reversal attempt having failed, we unfortunately are unable to retrieve the funds directly. Wed recommend reaching back out to ***** to assist you in retrieving the missing funds. Please feel free to reach out to our team via the ongoing email thread if you have any additional questions.
  
  With kindness,

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 20022044
  
  I am rejecting this response because: They will not take responsibility for the missing money.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/04/2023

  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.

  FRAUDULENT donation using my information on GoFundMe! Tried to resolve with the merchant, told me I was getting a refund, and then said it was an ERROR. Over $400 just gone!!! Been waiting 3 months for a resolution, filed a dispute with my bank, who did absolutely nothing because they are useless as well. If I dont get the refund I was promised, everyone gets sued.

  

  Business Response

  Date: 05/10/2023

  Hello ****,
  
  We understand your frustration and can see that you received an email notifying you of a refund by mistake. We apologize for any confusion as a result of this.
  
  Our Trust and Safety team has reviewed your claim and opened an investigation into the account based on the information that was provided.
  
  It was determined that you are not eligible for reimbursement under the Guarantee. Since that is the case, we are unable to refund your donation at this time.
  
  For complete details and limitations please feel free to review our policy here: ********************************************************************************
  
  Thank you for your understanding.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20018557
  
  I am rejecting this response because the transaction was fraudulent and I am not paying for this. I will file a lawsuit against GoFundMe if it is not refunded.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/16/2023

  Hello ****,
  
  Thank you for your response.
  
  Our Trust and Safety team has reviewed your claim and opened an investigation into the account based on the information that was provided in your claim. At that time, we found no evidence that the funds were used contrary to the intent of the fundraiser. If you have more information on anything related to this case, you are welcome to follow up with ** in the existing email thread and we can be sure to take it into account.
  
  Unfortunately, since the donation has already been transferred to the beneficiary of the fundraiser, GoFundMe is unable to issue a refund. Please note that as a result, the refund will need to be handled outside of GoFundMe.
  
  For complete details and limitations please feel free to review our policy here: ********************************************************************************
  
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20018557
  
  I am rejecting this response because the company refuses to acknowledge this transaction was unauthorized and fraudulent. I will be happy to take them to court over $400 when they can easily absorb the cost for failure on their end to enforce proper security protocols. GoFundMe makes hundreds of millions of dollars and refuse to give me my money back that was stolen from me. If GoFundMe is too greedy and cheap to give $400 back, then Ill be seeing them in court, and requesting a much higher amount in damages. This company is pathetic trash and couldnt care less what happens to people. I never made this donation, and I want my money back. End of discussion.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/02/2023

  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.

  I am reaching you since I don't have any response from GoFundMe since we sent all the request they asked.I am coping my last email to them (yesterday). Let me know which other request you need. We open a GoFundMe for my mom who was fighting with her life (she died) and they still not sending the funds that friends and family collaborated.Good afternoon,I am *************************** *********************************, daughter of *************************************************, the beneficiary of this Gofundme.Below I am going to explain the situation and upload the necessary documentation.Sorry I am using my son's email but it was him and my husband *************************** who put this together while I was traveling to ********* to help my mom who died April 16.My mom *************************************************, was a ** legal resident living for 4 years in my home ******************** ******************..I am attaching her Resident card (green card) and my birth certificate, so you can prove she is my mother.My mom flew to ******** (******) on March 18, 2023 and she went to **********************, *********, by car. She wanted to spend some time with a friend and renew her ********** passport since in the ** there are no ** Embassies where you can do that. You need to leave the ** in order to do that.She arrived in **********************, *********, the next day Sunday 19, 2023. On April 5 she started to feel bad and was taken to ************************, by the time she was unconscious, she suffered a stroke. The bleeding in her brain was from an aneurism. Later that night she could move her body and start to speak again. After all the tests, the doctors concluded that the only way was surgery to repair the aneurysm. My friend in ************* called me and explained to me the whole situation. I flew the same day to *********, April 5, arriving April 6, since I flew by ******** as well and arrived to **********************, ********* by car. The doctors were waiting for me to arrive to see my mom, and pay for 80% of the surgery in order to start the surgery. ** ********* if you don't pay you will die, no matter what. All the tests that they previously made, they waited until the POLICLINA ******* received the zelle in order to perform them. Adding the pain that I was suffering with my mother away, we put at the top the money issue since my mom did not have any insurance, nor any type of income at her 80 years old, nor any bank account with savings, nothing. This is why my husband *************************** with my son's help *************************, decided to open this GoFundMe me to help ** deal with this situation.My mom had surgery on April 6th and she stayed in the ******************* until April 12. They were trying to have the money from this GoFundMe me in the mid time but it was impossible, then a Church *********************** help me with $ ***** out of the total Invoice of $27,380. Because she wasn't improving and I was desperate about the money, I decided to move her to HOSPITAL MILITAR since the cost is supposed to be lower and we don't have that money. My mom died at the HOSPITAL MILITAR on April 16. The cost of all is around $36,000 between tests, ******************* and HOSPITAL MILITAR, and I am just asking to receive the money that family members and friends donated.Please, contact me directly by ************************* ***************.I am attaching the following documentation:1) My mom's green card and my ** Passport 2) My birth certificate 3) My Chase checking account information 4) Bill from the POLICLINA *******, Bs.670,530.28 = $27,380. Note: you will see in the POLICLINA ******* Invoice, a balance of $216 that was due for the ambulance when we move my mom to the HOSPITAL MILITAR.5) Transfer made by me (*******************************) to the Policlina *******. 6) 2 transfers made from *********************** to help me with the ending balance with the Policlina *******. 1st transfer $1,477 and 2nd transfer $5,737 7) Transfer made from 2 family members to the Policlina *******. I owe them that money.8) Dead certificate Hope that you can be diligent in this difficult situation.Best regards,*************************** **************************************** (email attached to this case in GofundME)

  

  Business Response

  Date: 05/10/2023

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  My sincerest condolences for your loss. Please know we are wishing you and your family peace during this challenging time.
  
  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 the **** ************************** of ******* Asset Control. 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 is due to be sent out and funds should be deposited to your account on file in 2 to 5 business days.  
  
  Please get in touch with ** if you have additional questions or do not receive your funds,

  Customer Answer

  Date: 05/16/2023

  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,
  
  ************ & German ********************************* & ******

• Initial Complaint

  Date:05/02/2023

  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.

  Ticket #******** My son just went through brain surgery to remove a giant astrocytoma and im a single mom of 5. When we originally found out about my sons cancer, i created a gofund me. Eventually, i started the transfers, i added an update, i was validated, and all was going fine, then all of a sudden my transfers were on pause. There was no banner or excuse on why. I was not alerted. It took me a couple days to finally figure out how to even ask gofundme the issue. ITS PRACTICALLY IMPOSSIBLE TO REACH ANYONE bc they only have a help center which isnt very helpful. I reached out to them and they messaged me saying they had questions and i had 48 hours to get back to them with answers and supporting documentation-after Im the one who reached out and also that they may take the funds back. i was still in the hospital so i attached proof that my son went through surgery! So now Im in limbo, on if i can use the funds for my sons medical, future appointments (which will be multiple mri scans a year for at least 6 years,) and for keeping my family afloat (bills, food, etc) during this hard time. Im home eith my son. We have multiple appointments plus the added stress of household bills. I thought GFM was supposed to help people get the help they need and ask for but it seems to be more of a hassle. It is day five and still no response. Its ridiculous on how long this takes esp when i have been more than transparent and timely on my response and need the money to use for him and the household. My community has been sharing the gfm info and now we just wait to see what gfm decides. They are making me look like a scammer or liar which is completely unfair and embarrassing on top of it all. I just want gfm to help me finish receiving transfers so my family can move on without this unnecessary stress.

  

  Business Response

  Date: 05/06/2023

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  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.
  
  Upon further review of your fundraiser, we have lifted the precautionary hold on your bank transfers. A transfer is scheduled for May 5th, 2023 and funds should be deposited to your account on file in 2 to 5 business days. 
  
  Please get in touch with us if you have additional questions or do not receive your funds.

  Customer Answer

  Date: 05/06/2023

  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,
  
  *****************************