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:03/26/2023

  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 posted an online fundraising campaign for a neighbor in need this evening. After it went public, I tried to log in, and couldn't access my account. After multiple attempts to retrieve my account, I tried to contact their customer service department. I was connected to "Ray", thier customer service "bot", who told me, that due to overwhelming customer needs, I could expect a response in a few days. I had made this a PUBLIC campaign. I live in a small community, and I hope that if there are donations, I would be able to know about them. Everytime I tried to reset my password, I was led back to the sign-in page. I don't know who will get the money that is donated if I am not able to intercept it for my neighbors. This is theft. GoFundMe is stealing from thier well-wishing site users.

  

  Business Response

  Date: 04/03/2023

  Hi ****,
  
  
  Thanks for alerting us to this issue, and apologies for any trouble you've had with accessing your GoFundMe account.
  
  
  Our team has sent you a temporary password you can use to sign into your account (along with your account email). You can find the details of that in our existing email thread (last reply sent today - April 3rd, 2023).
  
  
  Should you have questions or need any other assistance at all, please follow up with us on that thread directly and we'll gladly assist you from there.
  
  
  Warm regards,

• Initial Complaint

  Date:03/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 3 months ago, I set up a GoFundMe account to raise money for a friend in need. Go Fund Me finally emailed me questions to respond to which I did. Then over the weeks, they continued to ask me the same questions over and over again. They never responded to my emails back. Finally, they asked me new questions which I answered and sent back. They continued to ask me those questions over and over again which I answered but they never responded. All these months, including today, they have held the donations that was raised without explanation. Finally, I closed the account and wrote to GoFundMe many times asking them to send back the donations to the donors since I was getting nowhere with them. They have never returned the donations to the donors and the money sits in their account.

  

  Business Response

  Date: 03/30/2023

  Hi *****,
  
  
  Thank you for following up about this. We apologize for the trouble here.
  
  
  We see that our team has been in contact with you to assist with refunding your donors. Please reply directly to the email titled "Important Message from GoFundMe - Response Required" for further assistance regarding your account.
  
  
  Thank you.

  Customer Answer

  Date: 03/31/2023

  I want it to be noted that I believe GoFundMe would never have considered returning the donors money without the help from your agency and other outside agencies I contacted about this matter.

   

  After many months of ignoring my requests to return the money, and not answering my emails, GFM has  finally agreed to return the donations back  to the donors only because of you and others who stepped in to help.

   

  Its ironic that GFM worries that funds will be misused by others using GFM when they are the ones misusing the funds

   

  This case will be closed when all the donations are returned to the donors but my job is to make sure this doesnt to others.

   

  Thank you for your help and lets hope they follow through.

   

  Best,

  **************************

• Initial Complaint

  Date:03/20/2023

  Type:Billing 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.

  We started a campaign added a bank account manually. Go fund me has not gotten the account verified and We csnt3get our funds which we need in the bank by March 22 or the fundraiser failed-

  

  Business Response

  Date: 03/21/2023

  Thanks for getting in touch with us today, *******, and we're sorry to hear about the troubles with verification. We're happy to see that you were already able to work with one of our Charity and Business specialists to solve your issue. Your account is verified and bank transfers are now initiating to your bank. You should receive those within 5 business days. If you have not started to receive deposits by March 27th, please follow up on the ongoing message with our team so we can investigate further. Hope the funds reach you quickly and were standing by to help. 
  
  

  Customer Answer

  Date: 03/21/2023

  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:03/19/2023

  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 moved across the country from PA to OR in Nov. Ive been living in an Airbnb and struggling the whole time because my rent takes my whole paycheck. I started a gofundme. A few work friends donated. But Ive left it up hoping people in the gofundme site would see and donate. I always need money to catch up on bills, buy food, and moving costs because my reservation was ending 4/2. On 3/15, a stranger donated $1500. I cried because it saved me. I have been trying to raise $7500. Then I got emails from gofundme harassing me about who the donor was. They then closed my fundraiser because they couldnt verify a connection between me and the donor. They closed my fundraiser and then said anything that HAD NOT already been transferred would be refunded. All of my donations had been transferred though. Then I got emails stating they were refunding ALL of my donations: $1950 total. They are illegally trying to take my money over a stranger donating to me when that is the ENTIRE premise of their website! I only ever shared it a couple of times on Instagram and a couple friends shared on ******** but I never got donations and they took the post down. So I assumed this person saw my campaign on their site. I also have suspicion that this person donated $ they didnt have, then reported my campaign to get a $1500 refund and steal my money. Even if thats not the case, I have done nothing wrong and they said ONLY funds that werent already transferred would be refunded and are now trying to illegally steal my money. It will make me homeless!!!! My whole fundraiser was to try to prevent that from happening! What they are doing is illegal and inexcusable! They have no basis for doing this to me! And again, its illegal. I will never feel safe asking for the help I need using their site ever again and I will make sure to spread the word of what they did and are trying to do to me!

  

  Business Response

  Date: 03/28/2023

  Thank you for getting in touch, *******************
  
  
  We apologize for the confusion. All of the money donated to your fundraiser has been sent to your account on file. GoFundMe does not/will not take donations out of your personal bank account. Our team requires more information regarding your fundraiser in order to proceed with our review. Please keep an eye on your email as our team has reached out to you regarding this.
  
  
  We appreciate your cooperation and understanding.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19621725
  
  I am rejecting this response because: They did not address the fact that they took my fundraiser down simply because I didnt personally know every single donor which defeats the whole purpose of their website. I now have no way of raising the funds I still need. Id like to know how they plan on rectifying that.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 04/03/2023

  Hi *********,
  
  
  A senior member of our team has followed up with you via e-mail to request a phone call to assist you with the next steps on your account. Please respond back to that with some callback times and our team will be in touch soon.
  
  
  Thank you.

  Customer Answer

  Date: 06/20/2023

  Im inquiring about the above case.
  
  I havent not heard anything back. I did not accept their statements/lack of resolution.
  
  What more is being done to resolve this case?
  
  Thank You,
  *************************************

  

  Business Response

  Date: 06/27/2023

  Hi *******************
  
  We can confirm that our team contacted you on March 30th to organize a phone call to clarify the events that have transpired. Per your request on the 31st, your account was closed.
  
  If you would like to speak on the phone and activate your account again, please follow up in that email and we'd be happy to assist. 
  
  Take care,

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 19621725
  
  I am rejecting this response because:

  You are a website meant for strangers helping other strangers. You shut down my fundraiser because I had no personal attachment to the donor(s). This goes against what your site is for. You refunded my donors and closed my fundraiser making it look like my fundraiser was fraudulent. 
  

  How can I use your services again in good faith after what you did to me? I want the amount I was trying to raise (which is $5550 after the donations). You prevented me from using your services as intended. 

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

  Customer Answer

  Date: 06/28/2023

  What is the point of opening my account again? They made me look like a fraud so if anybody who donated told anybody else to not donate to me, its going to affect me getting donations. And GoFundMe clearly cannot be trusted to let me use their site for its intended use. Whos to say if another stranger donates to me, that they wont put me through the same thing yet again? I no longer trust GoFundMe as a business at all. They are fraudulent and I have been suffering immensely for months because I now have no way of having a fundraiser. Other sites dont get the same traffic etc. They hurt me financially and made me look like a fraud. I expect them to rectify what theyve done to me. 

• Initial Complaint

  Date:03/17/2023

  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.

  I started a GoFundMe account for a Hero (***************************). Unbeknownst to me, others had done the same as well. I reached out to the others and pledged to port my donations to them.GFM placed a restriction on my account and warned me of possible fraud without providing assistance at my multiple requests. They sent me emails to respond to to give them approval to refund all my donors their money and close the account. I responded at least 3 to 4 times. They continue to send me emails stating that i never responded. At this time, I'm in limbo, basically awaiting another email from them, stating that they didn't hear from me after my 4th reply. I even screenshot my responses. **** is my contact with them. ****(GoFundMe) <**********************************> Ticket#******** Their customer support is very inept and literally non-existent. There are no contact numbers or people you can speak with. Is there anything BBB can do to aid in them responding to refund my donors their money? This is draining me and beginning to cause anxiety and stress.

  

  Business Response

  Date: 03/29/2023

  Hello ******,

  We appreciate your feedback and would like to offer context in regard to our policy.

  GoFundMe is responsible for the safe delivery of funds to the beneficiary. In the case where we believe a beneficiary might be unknown to the organizer of a fundraiser, we take extra steps to make sure the funds are going to the correct place and the fundraiser has the permission of the beneficiary too. In the rare cases we don't manage to find a resolution that works for all parties, we can confirm that all funds would be refunded to donors in full.

  For further information on our fundraising guidelines, please feel free to reference this article: *************************************************************************-Guidelines-for-a-trustworthy-GoFundMe

  Warm regards,

• Initial Complaint

  Date:03/17/2023

  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.

  My sister in law created a GoFundMe for me last year when I was diagnosed with breast cancer. Im now working as a nurse practitioner and I do not want my patients or anyone really to be able to ****** my name and see that I had cancer when the gofundme pops up. I deleted the gofundme acct but it still shows up. You can still click the link, go to the donations page and donate money! This is crazy to me bc I cannot even access the page by logging in to my gofundme acct since I deleted it. So who would be getting the money if someone did donate? I want the page completely erased. I do not want strangers to be able to get this personal, health information about me without my consent. GoFundme does not have a contact number, *** tried emailing them and getting help through the page with no response. I dont see how this is even legal for people to still be able to access and donate on this page that Ive deleted.

  

  Business Response

  Date: 03/27/2023

  Thank you for bringing this to our attention, *****. We are sorry for the trouble regarding this fundraiser. We can see that you were able to work with our specialists to get this resolved. Please feel free to follow up in the ongoing email thread if there is anything else we can do

• Initial Complaint

  Date:03/15/2023

  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 created a GoFundMe fundraising campaign in December, 2022. The campaign link is **************************. GoFundMe decided to close the fundraiser. Take the money ($6395) from the fundraiser and disable my account. They didn't contact me about this at all. I reached out to customer service on March 11, 2023 and nobody has gotten back to me. Every time I reach out to them I get the same response that they will contact me be email but they never do. I have no way of calling or of finding out what is going on. The email associated with the account is ************************** The fundraiser was for the registered non-profit Streets of Prayer EIN 87-2270177. I provided all the supporting documents to confirm the charity but they never responded to me.

  

  Business Response

  Date: 03/23/2023

  Hi *****,
  
  
  We apologize for any delays in our response. We currently offer full customer support via email and live chat. We can see you have been in communication with our team via email on Ticket #********.
  
  
  If you have any additional questions or concerns, please continue to respond directly to that email thread.
  
  
  Thank you.

• Initial Complaint

  Date:03/15/2023

  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 started a campaign for my daughter. She had an accident. Everything went smoothly but when the bank deposits didn't come on the 10th of Feb, 2023 and continued to not come I reached out to them early on because I just knew something was wrong. They kept telling me to wait that it will come instead of investigating from the beginning. After probably a dozen interactions with their customer service chat someone finally told that that my account information that I put in by hand was off by one digit. Ok, so why was my account confirmed and accepted by the system, it should have flagged as incorrect, no match with my name. I have jumped thru every single hoop including providing bank statements, my ID, hand correcting my account info. They gave me 6 letters to give to my bank with the dates and details of the transfers that never came. I was to ask the bank to write a letter stating that they are not holding the funds. I've walked into BofA 3 times. They told me to go home and call customer service with my request which I've done 3 times. I was told by **** that they don't write custom requested letters especially in person. They have 6 letter templates that they use. I was told by GoFundMe to pick the template closest to my request. I have since received one letter that lacked the necessary info, another letter that was never written or sent and a third letter which should totally suffice. But no, GoFundMe says the dates are incorrect when I specifically read the request verbatim off of the letters that GoFundMe told me to have them use. They want to again go to the bank and make them do exactly what they are attempting to force them to do. It's not going to happen. This has been a living nightmare and has caused me major anxiety. My friends and loved ones were so generous to donate to my daughter and now this. I Zelled my daughter the money even tho I never received it. I can't afford it but I didn't want to make her feel bad. The next step is to hire a lawyer!

  

  Business Response

  Date: 03/20/2023

  Thanks for getting in touch with us today, *****, and we're sorry to hear of the trouble these missing transfers caused. When incorrect information is entered into the GoFundMe account, it can take up to 10 business days for funds to be rejected and return to the payment account. This is because of processing timelines set forth by banks and payment processors.
  
  
  For some context, GoFundMe doesn't directly handle the money raised on GoFundMe fundraisers. Rather, our payment partners take care of donation processing and sending money to our organizers and beneficiaries.
  
  
  These payment processors have several regulations that they need to follow, so they will need a document from your bank that meets all of their requirements. Please continue to work with our specialists in your ongoing ticket so that we can bring this to a resolution as quickly as possible for you. 

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19597606
  
  I am rejecting this response because: *********** mentions in their reply that it takes 10 days for funds to return to them to then get them to me. I've had an open ticket with them for 6 weeks. I've run out of patience. I've jumped through every single hoop that they requested (it's been a lot of them) and although they're nice about it there has been no resolution. So asking for patience from me to wait the 10 days is ridiculous, asking me to keep working with them(I never stopped). I do understand the protocol that their "payment partner:" has to follow. They should've better verified my account before sending the money somewhere else.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/27/2023

  Thank you for following up, *****, and we're sorry for any frustration this has caused. We are currently working with the payment partner to bring this to a resolution as quickly as they can. Please continue to work with our specialists in your ongoing ticket - we promise to stick with you until it's resolved.

• Initial Complaint

  Date:03/13/2023

  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 ran a gofundme to raise funds for my daughter's dog. We received approximately $150 in donations. Gofundme claims to have transferred the funds. We did not receive them. I filed a complaint. We went back & forth about acct vs card numbers. For days. After getting them exactly what they asked for...statement with correct acct number showing no deposit from ********************** had been received...now they are claiming that my bank needs to fill out some more forms for them and stating that they (my bank) have not stolen my funds. What???? I said no...I am done arguing with them and will file a complaint with the BBB.

  

  Business Response

  Date: 03/24/2023

  Thanks for reaching out about this, *****, and we're sorry for the frustration caused by this situation.
  
  
  It looks like you were able to work with our specialists here, and they've requested that you provide a copy of your bank statement that includes your name, account and routing numbers, and at least one full week of transactions starting from the date of the first transfer. Since we have not received that statement from the correct account yet, our team is unable to move forward with the next steps in helping you to locate your transfers. You can read more about this process in our GoFundMe HelpCenter.
  
  
  To move forward with locating your funds as soon as possible, please follow up on your conversation with our team once you've uploaded the correct document. 

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19591303
  
  I am rejecting this response because:
  I submitted statements to the business, as requested,  TWICE. Now they are demanding a letter from my bank stating that they are not withholding my funds.  This is ludicrous. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/31/2023

  Hello *****,
  
  
  We appreciate your feedback and understand any frustrations you feel.
  
  
  Please know our team only wants to help you locate the funds in question. Our payment partner has confirmed that funds have not been returned from the bank, however, so we do not have funds to redistribute.
  
  
  If you're confident your initial bank details were correct when entered, there's reason to believe the bank is holding the funds (if not distributed to your account).
  
  
  In order for our payment partner to offer further assistance, they'll require the requested letter from your bank verifying the funds are not in their possession. Once that was verified, our team can work with our payment partner to find an alternate resolution.
  
  
  Should you wish to provide the letter, please upload it to our system using the secure form provided in our on-going email thread. Our team can assist further from there.
  
  
  We'll keep a look out for your upload so we can proceed.
  
  
  With kindness,

• Initial Complaint

  Date:03/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friends and family opened up a gofund me page as i lost my husband and was left with fend for myself and 6 children under the age of 13!!!For some reason they are not allowing any of the money that was collected on fund me page to be dispersed to me. I am in dire need of these funds as i am barley getting by...

  

  Business Response

  Date: 03/17/2023

  Hi Anat,
  
  Please accept our condolences for your loss. We are sending you warm wishes during this difficult time.
  
  After taking a look, we can confirm that all available funds have been transferred to you for the fundraiser titled "Please help Aharonoff kids Anat & Gideon". We aren't seeing any other fundraisers under your email or your name.
  
  We have reached out to you directly about this on July 29, 2022 but have also sent you a new email to confirm the details once more. You can refer to Ticket #********. If there is a different fundraiser you're referring to, please respond to our email thread directly with the email you used to create the fundraiser and/or the fundraiser link.
  
  Thank you.