Important information
- Customer Complaint:
GoFundMe came to BBB’s attention in November 2016. A review of the company’s complaints was completed in February 2025. Complaints on file state issues with users experiencing delays in withdrawing their funds due to GoFundMe's verification process.
BBB encourages users to review Transferring funds and GoFundMe Terms of Service (please see 5. Payment Processors and 7. Transfers, Holds & Chargebacks).
Complaints
This profile includes complaints for GoFundMe's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 422 total complaints in the last 3 years.
- 152 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/15/2023
Type: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.
*Complaint taken by dictation by CC 02/15/2023*I need assistance on how to navigate the campaign, I tried two or three times. I also need to be contacted by GoFundMe ***************** or account manager.
Business Response
Date: 02/22/2023
Thanks for getting in contact with us here *****. We can see that you were working with our phone team a few weeks ago, so we've just sent you another message to the email connected to the GoFundMe account. Please follow up with our team in that new ticket and we will be more than happy to assist you.Customer Answer
Date: 03/15/2023
Taken by dictation by CC on 03/15/2023
Are you able to contact me by phone at ************ because I have a disability.
Initial Complaint
Date:02/14/2023
Type: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 name is ******************* and I set up a fundraiser for my business ***************** in Cherry Grove, **. We were involved in a flood due to a hurricane *** and many of our things were destroyed. We have received and spent most of the money we raised fixing our shop, however I have been getting emails with an error message saying Please enter your bank information by March 15 or your donations will be refunded.. When I follow the prompt to verify my information; my business details, business owners, and bank details already have their verifications complete. We are willing to provide any and all information to further verify but you cant seem to tell us what documents we are missing. We are anxious that we wont see the rest of our donation money because of this and we are terrified that the money received will be taken back from us. Customer support was no help as the robots cant seem to understand my problem. Perhaps program an answer to the already verified but still getting error message question.Business Response
Date: 02/22/2023
Thanks for contacting us here, ***,
Were sorry to hear about the delay while you have been dealing with the damage in the shop after the flood. In taking a look at your account, were seeing that our payment processor still needs additional information as well as an identity document uploaded to verify the identity for the signatory person of the company. A member of our Charity & Business Team will reach out to you via email directly in the next 1-2 business days to avoid you running into further issues with our robot setup. They'll be able to help you further with any additional questions regarding your transfers thereafter as well, and confirm once your payment account is fully verified.
With kindness,
Initial Complaint
Date:02/13/2023
Type: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.
Address of company was listed as *********.My concern I was trying to get animal pet support was referred from ******* ************** As I was looking into my options an account was started but then became some what confusing. I had no information about how to get started on funding for my pet. I believe it was a scam to take other monies. I then right away wanted to delete and deactivate my accounts it was showing two different passwords. If was giving me 3 steps to deactivate accounts but was not working and directions were not persice. No emails, no customer service number and chat box was unpleasant and unhelpful. I need to confirm no fraud towards my identity, phone number and email. Please respond back your reply of comments. Your support is appreciated. *****************************Business Response
Date: 02/23/2023
Hi *******! Our sincerest apologies for any trouble you experienced in contacting our team. We see that the ************* team was able to successfully deactivate your account, and sent a follow up email for confirmation on Feb 16 (ticket #********).
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.Customer Answer
Date: 02/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:02/13/2023
Type: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.
Opened a gofundme page on January 26th raising money for my friend and I to bring with us on an upcoming trip to ******* to give as thanks for hosting us. On the 28th, gofundme requested more details regarding the donation and stated that theyd be reviewed in 4 business days. I replied the same day and have heard nothing in response. I have tried 3 times to get some kind of contact through the websites support and have received no response to any.**************************Business Response
Date: 02/15/2023
Hi ****,
Thank you for alerting us to this and we apologize for the delay in our reply.
Our Compliance team is currently reviewing a large number of fundraisers related to the Earthquake crisis in ****** and *****, and it looks like your reply slipped through the cracks.
We're sorry for the inconvenience, as that's not the service we strive for. We've sent a request to have our Compliance team expedite the review and response for your own account. Please be on the lookout for a reply from their team on your ongoing ticket soon.
Should you have questions or need any other assistance at all, our will be here to help.
Take care,Customer Answer
Date: 02/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:02/11/2023
Type: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.
The legal name of the recipient is: ************************. I am.And the donation money will be spent to pay the psycho therapy bills.This donation will help me recover from PTSD.This money will be used in ******, Lincolnshire, ************. My address is provided on the portal as well.The idea of this donation will make other people feel safe about talking about their mental health issues, and dont feel the shame about it.Hopefully you can authorize my bank account details the I uploaded on the bank transfer portal.I am providing everything is required. Please let me know if there is anything further neededBusiness Response
Date: 02/19/2023
Thanks for getting in touch with us, ****, and we're sorry to hear about the delay. Our Compliance team has seen a high influx of requests due to current world events, and we sincerely appreciate your patience. We've let the team know to follow up with you, so please continue to work with our Compliance team via the ongoing email thread and they'll complete their review as soon as possible.Customer Answer
Date: 02/20/2023
Complaint: 19389785
I am rejecting this response because: I need actions, not patience appreciation!I sent the required papers, so let me know if you need any further information so we can work this through, with less complications!
Sincerely,
*********************Business Response
Date: 02/28/2023
Thank you for following up with us here, ****, and we apologize for the delay caused by the high number of reviews to complete. We've escalated your request within our Compliance team to dedicate more focused time and attention to your issue. Please continue to work with their team in the open ticket and we'll be sure to help bring this to a resolution as quickly as possible.Customer Answer
Date: 02/28/2023
Complaint: 19389785
I am rejecting this response because: its not helpful at all!
Sincerely,
*********************Initial Complaint
Date:02/10/2023
Type: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 12/13/22 I try to donate ***** only, but for any reason gofund me give me a error massage , did not proccess the donation. Later I founded out that GOFUND ME charge me $ ***** twice total $23.00.I requested my money back I fill the form. I got a email telling me, that my money was refunded and check my bank account. My bank have not received nothing. Later I got another email said wait 7 weeks.I already wait over two monts. Now gofundme asking me for my bank statement private finantial information to avoid my full refund of $23.00 dollars. Now I received the same email multiple time this is a robot sistem.Gofundme stoled my money. I need my full refund immediately no more delays.Gofund me does not have a **** number to contct. Chat have no option to fight a refund.Business Response
Date: 02/16/2023
Hi ****,
We apologize for the inconvenience this presents. We can confirm that your refunds were issued back in December of *********************************************************** Ticket #********.
In order to proceed, please follow the instructions within the email so that we can look into this issue further. If you have additional questions or are having trouble submitting your bank document to our secured form, please reply directly to that email thread for assistance.
Thank you.Customer Answer
Date: 02/17/2023
*****
: ********
Rechazo esta respuesta porque: No he resivido ninguno de los dos refund hadta el dia ******.Mi banco solicita ID TRANSACTION # de el dia que efectuo ese reembolso. Llevo tres meses comunicando me con gofundme y ellos contestan enviando el mismo email repetitivamente robotizadamente. Gofundme no responde a mi solicitud de saber cual es la Transaccion ID number and date.
En este attach estoy enviando shot screen de mi telefono cuando se me cobro Diciembre 13, 2023 dos veces .
Atentamente,
*********************
I reject this answer because: I have not received either of the two refunds until today.
My bank requests ID TRANSACTION # of the day I make that refund. I have been communicating with gofundme for three months and they answer by sending the same email repetitively robotically. Gofundme does not respond to my request to know the Transaction ID number and date.
In this attachment I am sending a shot screen of my phone when I was charged on December 13, 2023 twice.
Sincerely,Customer Answer
Date: 02/17/2023
19383639
Rechazo esta respuesta porque: No he resivido ninguno de los dos refund hadta el dia ******.
Mi banco solicita ID TRANSACTION # de el dia que efectuo ese reembolso. Llevo tres meses comunicando me con gofundme y ellos contestan enviando el mismo email repetitivamente robotizadamente. Gofundme no responde a mi solicitud de saber cual es la Transaccion ID number and date.
En este attach estoy enviando shot screen de mi telefono cuando se me cobro Diciembre 13, 2023 dos veces .
Atentamente,
*********************
I reject this answer because: I have not received either of the two refunds until today.
My bank requests ID TRANSACTION # of the day I make that refund. I have been communicating with gofundme for three months and they answer by sending the same email repetitively robotically. Gofundme does not respond to my request to know the Transaction ID number and date.
In this attachment I am sending a shot screen of my phone when I was charged on December 13, 2023 twice.
Sincerely,
*********************Business Response
Date: 02/22/2023
*********,
Nos gustara que supieras que estamos utilizando una herramienta de traduccin para escribir este mensaje. Te pedimos disculpas de antemano si hay algn error gramatical como resultado de ello.
Nuestro procesador de pagos no es capaz de obtener el ID de transaccin que nos pides. Para que podamos continuar nuestra investigacin, necesitaremos su extracto bancario tal y como se solicita en el Ticket #********. Vemos que nuestro correo electrnico ms ******** fue enviado a usted hoy. Por favor, responda a ese correo electrnico y siga las instrucciones para que podamos proceder.
Muchas gracias.Customer Answer
Date: 02/23/2023
BBB tiene Shot screen the mi estracto bancario.
Necesito mi reembolso de $23.00 immediatamente. Ya que usted no tiene comprovante de la ID transaction.
Complaint: 19383639
I am rejecting this response because:
Sincerely,
*********************Initial Complaint
Date:02/10/2023
Type: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.
Im trying to donate to assist ****** ******************* and GoFundMe has removed the page.Business Response
Date: 02/16/2023
Hi *******,
Thank you for your generosity. We can confirm that this fundraiser is no longer active. For reasons of privacy, we cannot disclose anything further, but for more information, you can feel free to get in touch with the organizer directly.
With kindness,Initial Complaint
Date:02/08/2023
Type: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.
My parents were in a catastrophic, life-altering accident halfway across the country while on their RV vacation. We opened a GoFundMe to raise funds to be with them, and we have had ZERO responses from GoFundMe to resolve the email verification issue. I have been in the help queue for 2 days because I can't get a verification email to verify my email address. All the help topics are no help at all, and from what I have researched, this has been an ongoing "glitch" in their system. It's unacceptable. I can't even begin the process to access the funds because no email has been sent to me. I have received this message in their "help" chatbot, "You should be connected within 2 minutes. To avoid being disconnected, please wait for a Specialist to join before sending a message." When families are in crisis, this is not the type of stress that needs to be piled on top of what is already happening. Please contact me for a resolution asap!Business Response
Date: 02/17/2023
Hi there, *****. Our sincerest apologies for any delay in receiving support. We have been experiencing a large influx in requests and our teams are working diligently to ensure all matters are resolved with as much care and attention as possible.
In taking a look at your account, we can see that our ************* team was able to follow up with you via email ticket #********. Your account has been successfully verified and the first transfer has been sent automatically on 2023-02-15. Please note that funds take 2-5 business days to arrive in the bank account on file, excluding holidays and weekends.
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.Customer Answer
Date: 02/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
S FInitial Complaint
Date:02/02/2023
Type: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.
On January 4, 2023 I set up an online GoFundMe page for my Cousin, an elderly woman who needed help with a ****** Electric bill, and a ******* Heat Pump Compressor replacement bill. Everthing went through smoothly. We put all the information in that was ask of us. We accidentally had 1 or 2 wrong numbers in her email. Donations are adding up, but we can't get them transferred to her bank acct. and time is running out. As far as I can understand there is a time limit to the verification. GoFundMe keep saying we have to change the email and password ,but when I try, which has been 3 days,they keep giving us the run around. Their "BOT" keeps asking same information questions over and over, many times over. We keep having to get a different agent, therefore having to tell the same info. When the agent gave me the link to click on,we could not get the email and password changed. I ask them to call my home phone but they cannot be contacted through phone calls. I feel that their system and way of doing business is absurd. At the beginning of setting up *********** page we wasn't ask to put in any kind of password . I hope you can help us resolve this matter quickly as my Cousin needs help now before her electric is disconnected. We are very upset over this matter and just want it resolved quickly. The donations need to be deposited to her acct. immediately. I will never deal with Go Fund Me again ! Thank you, *************************** ( Attached is a Request Ticket number from Go Fund Me ******** )Business Response
Date: 02/10/2023
Hi *****,
Thank you for bringing this to our attention. We apologize for any difficulty you had with accessing the account and setting up those transfers. We certainly want the experience to be an easier one for our customers.
From reviewing your account, we can see you were able to get in touch with our team via live chat and email and our specialists were able to help you access the account and update that email address.
We're glad to see your transfers are fully set up and processing now. We've also sent you a summary update of fund payouts in our last reply on the on-going email thread.
Thank you for hanging in there with that verification process and thank you for using GoFundMe for your generous fundraising. We love helping people help others and are wishing your fundraiser continued success.
Should you have questions or need any other assistance at all, please know we will be here to help.
With kindness,Customer Answer
Date: 02/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:02/01/2023
Type: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 donated to a friend's go fund me ....while the organization states they are a "NON PROFIT" ...THEY solicited a "TIP" with my donation . I used a tool they have on ghe site to "0".....yet they still took an extra $5....on top of my donation .Business Response
Date: 02/10/2023
Thanks for reaching out about this, *******, and we apologize for any confusion caused.
If a tip amount is added to a donation by mistake, you can always contact our ************* team to request that is refunded. It looks like you were able to reach our team directly in this case, and we issued a refund for that tip amount.
If you have any additional questions, please feel free to follow up on your email thread with our support team directly.Customer Answer
Date: 02/11/2023
Complaint: 18963553
I am rejecting this response because:It was obviously not a mistake.....if when you input your DONATION amount it ** AUTOMATICALLY added. When I saw this I moved the slide to ZERO ...as I proceeded AGAIN the *** was added ....AGAIN I moved the SLIDE to ZERO!!
MISTAKES ...happen once NOT three (3) times!!
Let us not even look at the fact that you claim to be a NOT FOR PROFIT ...and request and steal a tip from DONORS!!
Where does the tip go....When you are a NOT FOR PROFIT....???
Sincerely,
***************************
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