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:03/06/2023

  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 keep putting in all the proper banking information and they keep pushing the date back for the time for me to receive funds. This has gone on for months and its ridiculous because now I am going to have repercussions for THEIR actions! I have done several campaigns before now, and never had a problem so clearly, the company is hurting for money and its taking it out on the people who are using this platform. I will never use this platform again as I cant get my money and I will have to tell everybody else not to use it because I need the monies that my friends send me every single person who donated knows me personally and is a friend so the reason why Im not getting their phones is beyond me! Im going into the bank today personally to ask **** of America to help me do it again so that I know there is absolutely no banking error whatsoever because I know **** good and well there isnt one, but I want somebody who works for the bank to verify that for me! So today Im going to do that and I expect to have my friends in 3 to 5 business days cause 3 to 5 months isnt working for me! Now they extended it all the way to June that well over seven months so now this is not OK and Im going to look in to see mass or tort action lawsuits have filed against go fund me, because I felt like my friends and myself Ive been violated with them, holding my money hostage!

  

  Business Response

  Date: 03/06/2023

  Hi *****,
  
  
  Thank you for reaching out to our team. Please accept our apologies for any trouble with your GoFundMe transfers.
  
  
  In reviewing your account, our team confirmed there appeared to be an issue with the added bank details and the receiving bank was rejecting our transfer attempts.
  
  
  One of our specialists has sent you an email outreach with instructions on how to add valid bank information to your account so you can receive the pending funds.
  
  
  Please feel free to reply to that email thread directly with any questions you have, as our team will gladly assist you there.
  
  
  Warm regards,

• Initial Complaint

  Date:02/28/2023

  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.

  Our son was killed in a accident, someone started a gofundme. We have not received all the money only a little bit every week. Now the person stopped paying us and is keeping the money for themselves. Go fund me has no phone number and just bots that email a conformation number and never get back to us. We have no idea what is going on and I cant understand why they gave this person the money for our fundraiser and its up to her to give to us. The fundraiser was done by *********************** for *********************

  

  Business Response

  Date: 03/06/2023

  Hello ****,
  
  
  We appreciate you reaching out to our team. Please accept our deepest condolences for the loss of your son. We're wishing you and the family supernatural peace and strength during this trying time.
  
  
  We very much would like to help you locate the fundraiser in question, but our search efforts have been unsuccessful to date. We see you were working with one of our specialists in a previous live chat and email thread.
  
  
  If you're able to provide any additional information about the fundraiser, please reply to that thread directly and our team will use those additional details to try and track down the fundraiser on our end. Particularly helpful information includes the following:
  
  
  - The fundraiser link/url
  - The fundraiser title
  - The email address of the fundraiser organizer
  - The name of the fundraiser organizer
  
  
  If/when you're able to provide that information, please follow up on the existing email thread and our team will continue searching for that fundraiser.
  
  
  We'll look for your reply so we can proceed.
  
  
  With kindness,

• Initial Complaint

  Date:02/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sister, *************************** and I set up a gofundme around 1/23/23 for my mother, ********************************* funeral expense it totaled to a little over $1600. We tried to withdraw the funds and there was a block put on the account. The customer service representative told us that someone else came forward with proof that they were in charge of the funeral and the money was released to them. They will not give us a any information, not even a name to see who received that money. The money was given to someone outside of the immediate family and was not used for the intended purpose. My siblings and I need to know who these funds were given to. How can a company like this just give away someone's donations to someone other than the person who setup the gofundme account.

  

  Business Response

  Date: 03/03/2023

  Thank you for reaching out about this, ******.
  
  
  While we are unable to publicly share details of a fundraiser with anyone but the fundraiser organizer, if you believe the funds should have been received by another individual please have them file a beneficiary claim here: *********************************************************************
  
  
  Our support team has reached out to you and will continue to work with you on this, and you can follow up to their email with any additional questions. 

• Initial Complaint

  Date:02/23/2023

  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 cannot speak to anyone regarding questions I have on my account. Its been days since I raised a query. Its not acceptable. I have terminal cancer and started a go fund me page to raise money for chemotherapy chairs for my local. This is causing me a huge amount of stress. I want to know if you can reduce the fees charged if I make it into a charity account. The hospital chairs will be buying the chairs as a charity not me. ************************** Your help robot is useless and despite the good causes supported on your site, it needs improving. I wont use your site again for these reasons alone.

  

  Business Response

  Date: 03/06/2023

  Hi there, ******. We are so sorry to hear about the circumstances that have brought you to GoFundMe, and are wishing you strength and healing during these uncertain times.
  
  Because your fundraiser was created as a personal fundraiser there is a standard transaction fee of 2.9% plus **** per donation that allows for credit card processing and safe transfer of funds. Additionally, the Value Added Tax (VAT) included in that is a standard fee required by the government for any exchange of funds including donations to a campaign. Additional transaction fees, including credit and debit charges, apply.
  
  Thank you also for your feedback regarding our support. We do see that our ************* team was able to get in contact with you via email, and your funds have been sent automatically. It is our goal to make sure that you have the best experience possible with GoFundMe, so please don't hesitate to let us know if there is anything else we can help you with.
  
  

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a GoFundMe to raise money for my missions trip and when it comes to the bank account verification, I have ran into nothing but issues. I have filled it out manually, gave supporting documentation, and responded to the email that was sent multiple times answering questions about my fundraising for my trip and there was never anything conclusive on any of it. I ended up making my wife the beneficiary and then we did a instant verification instead of the manual one. However, it has been past two business days and my funds are still being held up. I have emailed, message, the support chat, and I get nothing. It has been very frustrating for me especially because I have a deposit coming up this Sunday and Im not able to get any of the money out. Its supposed to help me pay for it, please allow my funds to be transferred into my bank account. My fundraiser is called My Missions Trip to *********. Also, why you do not have a support phone number is beyond me, it would be help of you all did!

  

  Business Response

  Date: 03/06/2023

  Hello *******,

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  
  Our team conducts reviews on accounts to help ensure they are compliant with all applicable laws and strictly enforced policies from our payment partners. This may result in withdrawal holds and we apologize for the frustration.
  
  
  Please keep an eye on your inbox for an email from our ************** the status of your account review as well as the next steps.
  
  
  We appreciate your patience and understanding.
  
  
  Kind regards,

• Initial Complaint

  Date:02/22/2023

  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.

  I set up an account and started a fundraiser for myself last week because I was told last minute that I needed to make a deposit for a mission trip that I will be taking this summer. However, the deposit is due on 2/25/23. I set up the GoFundMe in hopes of getting donations in time to receive the transfers into my bank account before the funds were due since their website said that transfers could be done daily. Well remarkably I received enough donations to cover the deposit within 24 hours thanks to so many of the kind people that donated. But now my account says my transfers are paused and when I filled out the form online for customer service, they emailed me back and said the transfers were flagged because they thought the money was going to a country that wasnt supported by their website. Well the money is not going to another country. The money is for me to pay for travel and will be spent in the US on flights, which I responded and told them that. Well its been two days and still have not had my account unfrozen and I only have 3 days to turn in my deposit and with the 25th falling on the weekend, I doubt I will receive the money in time. I realize 2 days is not very long to wait, but I just wish GoFundMe was better at getting things resolved quicker because now the funds will most likely not be transfers in to my account in time. I have entered all the information (bank info, pictures of ID, bank statements, etc.) and filled out all the forms that they asked of me and its just frustrating that my loved ones and strangers donated money to my fundraiser and now I might not even be able to get it in time. I simply ask for GoFundMe to please look into this and let me know why my account is still paused. Thank you

  

  Business Response

  Date: 02/28/2023

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances. 
  
  
  Our team conducts reviews on accounts to help ensure they are compliant with all applicable laws, strictly enforced policies from our payment partners, that fundraiser organizers and donors are protected, and that funds are delivered safely and securely to their intended recipients also known as beneficiaries. This may result in withdrawal holds and we apologize for the frustration.
  
  
  Upon further review of your fundraiser, we can see that the precautionary hold on your bank transfers has been lifted. If you have any questions regarding your funds, we recommend reviewing these *********** articles:
  
  Important Verification and Withdrawal Deadlines
  How to Withdraw Money
  Documents needed for Withdrawing
  
  

  Please get in touch with us if you do not receive your funds within the expected timeline.

  Customer Answer

  Date: 02/28/2023

  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. I want to thank GoFundMe for resolving this issue even though it passed the deadline that I needed my funds by. I believe that a company that is responsible for handling and controlling thousands to millions of dollars should have a customer service phone number in which customers and account holders can call to speak to a representative about urgent matters and banking issues. I'm sure this is the number one complaint from customers and hope that GoFundMe implements something soon to provide better customer service.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/21/2023

  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.

  In November, I started a fundraiser for a family member who lost everything to Hurricane ***. Although the set up process and collecting donations was very easy, trying to receive the funds by transfer has been a nightmare. In order for my brother to receive transfers, I was instructed to invite him to be the beneficiary. Rhe invite and acceptance was successful. He meets all requirements to receive. Once he entered all required personal and banking information, he was locked out of the site. When attempting to login, he is told that his password is incorrect. He has requested to change his password 3 different times, with the same alert each time. He has requested a phone call from the site from the help page twice. He has not received a phone call. The deadline to receive the transfers is a week away. I'm afraid tnat we may have been scammed and those of us who have donated have lost our money, but more importantly, my brother will be at another loss. There does not seem to be a way to speak to a person to resolve the issue. I'm questioning if Gofundme is a legitimate site.

  

  Business Response

  Date: 02/23/2023

  Hi there, *****! Our sincerest apologies for any trouble you and your brother are experiencing while running your GoFundMe fundraiser. To help you best, please check your email for a message from our ************* team. A specialist has sent you an email titled "A Message from GoFundMe" (ticket #********), and your brother has been included in the outreach as well. The team will be standing by for your replies in that thread moving forward until this is all sorted out.

• Initial Complaint

  Date:02/20/2023

  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 can't receive a human Callback regarding taking my 13 yr old daughters name off & replacing it with mine (mom) to insure she can transfer the money.

  

  Business Response

  Date: 03/01/2023

  Hi *****,
  
  
  Thank you for reaching out to our team. If your daughter is a minor she will need an eligible adult to withdraw the fundraiser funds on her behalf.
  
  
  Please reference this article for more information on our withdrawal requirements: Requirements to receive funds (*************************************************************************)
  
  
  Additionally, our team has followed up with a reply to your existing email inquiry. Please check for that reply in your inbox and let us know if we can be of any additional assistance regarding the account.
  
  
  Warm regards,

• Initial Complaint

  Date:02/17/2023

  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.

  Gofund me posted a libelous post about me. I Have asked them to remnove it. It is a post created by a lawyer to raise funds for himself using the story of his client which I believe is also an ethics violation. Go fund me initially removed the post which includes libel accusing me of being on the roof to look at kids swimming when there is testimony saying that is a lie. the whole post is based on fabrications and lies and endangers my life with such allegations and gofundme did not even contact me or my laywer before reposting the libel. As such they are in breach of laws that should prevent them from opperating but the best I can do is complain to you. the settlements is I want irt taken downa nd gofundme held responsilbe to the authorities for their criminal type behaviour.

  

  Business Response

  Date: 02/28/2023

  Thank you for reaching out about this, ******.
  
  
  We take complaints like this very seriously and as soon as our Trust & Safety team was alerted to the issue, we removed any identifying information/images from the fundraiser in question. Please reply to our ongoing email thread if there is any remaining content that you feel violates your privacy rights.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19423099
  
  I am rejecting this response because: they are lying. If you ask around  this town for a blacksmith called **** you will soon enough get to me.
   I have lectured  at events as **** *****.I am kind of notorious  in  the northwest  blacksmitha ssociation so enough with the pretence.
   the company has paid lip service to the libel laws relying on being an internet company.
   here they flat out lie and say they removed all identifying information.
   yet the  "Updates" include my name clearly.
  
   
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GoFundMe committed fraud and perjury the made a fake account in my name and stole my money had more money in my name and never told me about it

  

  Business Response

  Date: 03/01/2023

  Hi *********,
  
  
  Thank you for alerting us to this issue, and apologies for any undue distress.
  
  
  GoFundMe does not make fundraisers for customers unless the party we're in contact with has confirmed they are unable to do so from their end, has made that request of us, and has first verified their identity/connection to the existing account.
  
  
  We were not able to locate any accounts or inquiries when searching the provided email address in our system. We do want to look into this issue for you, however, and have sent you a follow-up email to your provided email address.
  
  
  Please follow up with our team on that outreach and we'll gladly investigate this matter further.
  
  
  With kindness,