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:11/18/2022

  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.

  A friend of mine wanted to do a fundraiser for me and after asking my permission and having me review the fundraiser page I said it was okay. This fundraiser was to help me with everyday expenses and help reduce my stress due to a recent medical issue that arose in my life. The fundraiser was going well and thanks to my family and friends we were at about $1000 then the Organizer decided to keep the money and cover her bills and not give any to me. Upon filling a complaint through proper channels with Gofund me and giving the evidence needed such as the fundraiser stating it was for me, it has my picture and my story and all the donors were either friends or family of mine or my fathers friends who all were under the impression they were donating to me. Gofundme without explanation or reason decided that I was not the intended beneficiary which in my opinion is so blatantly obvious its for me. When I asked for reasons why or if they were allowing the other person to keep the money intended for me they simple stopped responding. My aunt was the largest donator more than half of the funds from her said she meant the money to go to me. I then filed another complaint with gofundme to try and get some answers and a different person responded saying the same thing which was I was not the intended beneficiary. I again asked for clarity and again they ignore me. I want to understand how they let this happen and why they ignore my reasonable questions. It seems like fraud to me.

  

  Business Response

  Date: 12/06/2022

  Hello ***********************
  
  
  After reviewing the fundraiser in question, we determined that you are not an intended beneficiary covered under our Guarantee. For complete details and limitations, please review our full GoFundme Beneficiary Guarantee policy.
  
  
  In order to provide you more insight into our review and decision, one of our specialists will follow up with you over email as soon as possible.
  
  
  In addition to the report you have submitted, we encourage you to contact law enforcement officials in your area if you believe this user is committing fraud or breaking the law in any way. We will cooperate with any investigation that law enforcement deems necessary.
  
  
  With kindness,

  Customer Answer

  Date: 12/06/2022

  This was what they sent.
  
  
  
  Hello ***********,
   
  We appreciate your patience while we reviewed the fundraiser in question.
   
  Thank you for submitting a beneficiary claim about this fundraiser. We are investigating the fundraiser and will take appropriate action.
  
  After reviewing the fundraiser in question, we have determined you are not a qualified beneficiary under the GoFundMe Beneficiary Guarantee. Please note that we do not provide reimbursement when a beneficiary when our team verifies the donations raised were used for its stated purpose. Our team ultimately did refund about $451 back to donors.
   
  We will be unable to release any further details without a court-ordered subpoena, which can be sent by law enforcement to ********************************.
   
  My first suggestion would be to contact the organizer and try to work this out with them directly. If they want to deliver the funds to you, please send over their email address so I can start a new conversation with all three of us included. If the organizer is unresponsive or uncooperative, we strongly recommend you contact law enforcement, as withholding donations is considered a crime. We will cooperate with law enforcement in any investigation they deem necessary.
   
  If you have any other questions or concerns, please dont hesitate to let me know.
   
  Thank you,
  Mac
  GoFundMe Trust & Safety team
  Complaint: 18434079
  
  I am rejecting this response because: They are admitting they let the organizer keep $560 of money that was raised for me and sent the rest back to donors and nothing to me. Of the $1000 raised $500 alone was from my aunt now how did they decide that the organizer who clearly was not suppose to receive money gets half of it and I nothing? They want me to take them to court because they I cant since I obviously was trying to raise money I have none. This is abuse of power and there is no reason why they cant give me an actual reason for their decision. It makes no sense at all. I reject it and demand an answer.
  
  Sincerely,
  
  *************************************
  

  

  Business Response

  Date: 12/09/2022

  Dear ***********,
  
  We can understand your frustration and it sounds like a tough time for you. We truly want to help.
  
  While our decision abides by our terms as laid out in the GoFundme Beneficiary Guarantee policy, we are still here for you. If you reply to the email thread with our team, we would be happy to help you to create your own fundraiser for the expenses you currently have.
  
  We wish you the very best,

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18434079
  
  I am rejecting this response because:
  
  

  Since you have your guidelines posted and since I am the one who supposedly did it didnt do the something that made you make your decision about that whatever policy why cant you then answer me? I have read your guarantees and policys over and over and over and cant find anything at all that I did wrong. So in my mind you arbitrarily made your decision and your policies dont matter you can at anytime decide to take money donated to one person and just give away to someone else that is exactly what you did here and then no explanation. That is not okay and I want an answer! 
  
  
  Not only an answer but how to square the fact that the intended recipient which is me should get nothing and the donors should only get part or non of their money back due to your decision to let the organizer keep over half the money. Please explain that and show where that guarantee or policy is? You prevented me from me getting money and then ripped off the donors. 
  
  
  Your suggestion of helping me do a refund especially when a unresolved issue is still in the air is not only insulting it shows that despite you saying you understand my frustration you do not get it at all! 
  
  
  Wrap your mind around.
  
  
  the fact that my friends and family and my fathers friends donated money to me through your platform. I never received a single ***** of that money. None of them got that money back at least not in full if any and someone else who they dont know was given there money to keep. Now why in the world would I trust your platform when you cant answer a simple question after all of this? More importantly why in the world would my donors trust your platform you screwed them over too! Not to mention they now are out that money and you want them to donate to me again? They did their part already you just stepped in and messed it up.
  
  
  I reject your bogus answer and your infuriating suggestion of helping me do a fundraiser. I still demand answers. 
  
  

   

   

   

   

   

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

• Initial Complaint

  Date:11/17/2022

  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 been contacting Go Fund me about someone getting into my fundraiser & changing the bank info & taking my donations . It's been over a month and they haven't told me how they plan to get the money back to me . They have an account number which they can trace the money but I get no emails or phones calls about how they plan to resolve this situation . The only thing they suggested was I make my account more secure . I have did everything they asked and still no answer to where is the money ?

  

  Business Response

  Date: 12/06/2022

  Hello ******,
  
  
  Thank you for notifying us of this issue. We can confirm that this issue has been resolved with our team and all funds have been sent out to the correct location.
  
  
  In the future, we ask that you take extra precautions in opening suspicious emails or links sent to you by email or *********
  
  
  As a reminder, GoFundMe will never ask for your password or payment information through email. If you receive an email from GoFundMe and are unsure of its authenticity, please forward it to ******************************** so we can investigate and confirm whether its legitimate. Our team takes your security very seriously and does everything we can to mitigate fraudulent activity.
  
  
  We appreciate your cooperation throughout this process and look forward to working with you again in the future.
  
  
  With kindness,

• Initial Complaint

  Date:11/16/2022

  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 with gofundme last October 2022 because my cat needs a surgery. I collected almost $700 and they sent an email several times to set up my bank account. When I did it inmediatly they blocked my account and I don't know what is happening because I can't talk to anybody about this, they don't have customer service. What kind of organization is this one? Is this a scammer?

  

  Business Response

  Date: 11/24/2022

  Thank you for contacting us here, *********,

  We're sorry to hear about the trouble here and we are a legitimate organization, no worries. We were able to find a fundraiser that seems to match your name and description here: https://www.gofundme.com/f/ewnws-help-chess (with $675 raised) However, the email on file on the corresponding GoFundMe account does not match your ************************* email address.
  
  
  I can confirm however that there is an ongoing conversation with our ************* Team via the email on file with a ticket number #******** (this is what we call our customer service team). It's another Gmail address, but for privacy and security reasons we cannot communicate that email with you here.
  
  
  If you remember the email that was used on the fundraiser, you can check your inbox for that ticket number, and continue to reply directly from there so that our ************* Team can assist you further. If not, you can follow this link to get more information on how to contact us using your ************************* email address: https://support.gofundme.com/hc/en-ie/articles/360001972728-How-do-I-contact-support- and our ************* Team will be able to help verify your identity to help you gain access back to your account and fundraiser.
  
  
  Hoping that our team can help you further with your fundraiser once you're able to email them back with either of the above options.
  
  
  Kind regards,

• Initial Complaint

  Date:11/16/2022

  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.

  We tried to withdraw the fund from the gofundme but it will not let us we have tried to do it even on a laptop it will not let us enter in ***************** section there is something wrong with there system they use we have tried many laptops, and even my friend that has used gofundme before tried to help and still didnt go through and she always has hers withdraw. We had all of our bank account info and routing information including last four off social security.

  

  Business Response

  Date: 11/22/2022

  Hi ********. Thank you for letting us know about the trouble. Our sincerest apologies for any issues you experienced in receiving your funds.
  
  You may have entered an incorrect email when submitting your BBB complaint, however we believe we have located your account here: https://www.gofundme.com/f/*******************************
  
  If that is the correct account, then we can see that everything has been resolved and funds were successfully sent to the connected beneficiary. The details of this transfer are in your ongoing support email (ticket #********).
  
  If this is not the correct account, please contact us via the GoFundMe *********** (https://support.gofundme.com/hc/en-us) and our support team will be standing by to ensure this is resolved as soon as possible.
  
  Thank you!

• Initial Complaint

  Date:11/03/2022

  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.

  This website will not let me login to delete my account and personal bank information. It will not reset my password either so that I can protect my account. I requested help several times and they continue to ignore me. They have blocked me from chat feature and do not respond to support tickets ******** and ********. They have access to my personal information but do not provide a number or respond to emails. They sent automated support tickets but have not resolved the situation. I need my entire account deleted including my bank information ********************************

  

  Business Response

  Date: 11/09/2022

  Thank you for reaching out, ******, and we're sorry for the frustration this has caused you.
  
  
  Our team has followed up with you today, November 9, and is just awaiting your permission via email to remove your account and personal information from GoFundMe. Please reference that email at your earliest convenience, and if you're not seeing it in your inbox, be sure to add ********************************** and *********************************** to your email contacts.
  
  
  If you have any additional questions you can follow up directly with our support team, and they will assist you further.
  

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18356038.  I was unable to logon so I assume that they deleted my account, also received an email stating they were going to.  Did not get a confirmation that it was deleted and would like one.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/02/2022

  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.

  I am not getting my donations being sent to me to my GoFundMe page for ***************************. I need my funds . I have to buy things. Someone is intercepting my funds and blocking my account number and routing number to my ********************** page. Just like anyone else I need my funds . I have to pay for expenses.

  

  Business Response

  Date: 11/07/2022

  Hi *******,
  
  
  We would like to reassure you that the funds raised on your fundraiser (https://www.gofundme.com/f/get-human-civil-liberties-and-stop-nsa-spying) were sent to your bank account on file on your payment account already. There is only one donation at this time. There are no blocks or holds on your banking details and your payment account is all set.
  
  
  The fundraiser only received one donation so far, and our ************* Team has shared some suggestions with you on how to share your fundraiser and collect more donations, in a conversation with ticket number #********.
  
  
  We would like to note that GoFundMe fundraisers that receive the most amount of support do so by leveraging their own personal network of friends, family, and local community first.
  
  Establishing trust from people you know first is the best way to gain the traction you'll need to be successful. In the times we've seen strangers donating to strangers, the organizer has done an excellent job sharing their GoFundMe with their network first.
  
  
  If you need any further assistance, you can reply to our ************* Team's email at any stage and they will be happy to assist you further.
  
  
  With kindness,

• Initial Complaint

  Date:10/27/2022

  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 made a gofundme account and a fundraiser but when i went to log in to get my money ready to transfer i couldn't and i been trying to message them for over a month. They did get back but now it late to even get my money they keep ringing me around. It took forever for a email back from them and now i don't know what i am gonna do.

  

  Business Response

  Date: 11/04/2022

  Hello *****,
  
  Our sincerest apologies for any trouble you've experienced in receiving your funds. Our ************* team has ensured that all troubleshooting steps are taken to assist you best, and are working actively with you via email to get this all sorted out. We see that the phone number on your account has been reset to ensure that you can successfully access your account and set up bank transfers, and the steps to complete this has been sent to your email in ticket #********.
  
  It is our goal to make sure that you have the best experience possible with GoFundMe, so please don't hesitate to reply directly in that ongoing email thread should you have any further questions.

• Initial Complaint

  Date:10/21/2022

  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 had been alerted about a fundraiser that is for burial. The problem is the fundraiser is in a fake name. There is not even a public record or obituary of the person they claim died. The gofundme is organized by ************************* and is for burial of ******* Maytubee ******. Her name is ********************************* and there is not a legal record of anyone by either of those names passing away on the date he claims (10/16).

  

  Business Response

  Date: 11/04/2022

  We appreciate community complaints in helping us keep GoFundMe a safe and secure place to fundraise.
  
  We received your email and will investigate this fundraiser and take appropriate action based on our findings. We will follow up if we have questions. We also encourage you to contact law enforcement officials in your area if you believe this organizer is committing fraud or breaking the law in any way.
  
  To learn more about how we keep GoFundMe safe for both donors (https://www.gofundme.com/c/safety/gofundme-guarantee) and beneficiaries (https://www.gofundme.com/c/safety/beneficiary-guarantee), please read through our GoFundMe Giving Guarantee Policy (https://www.gofundme.com/c/safety/gofundme-guarantee).

• Initial Complaint

  Date:10/20/2022

  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 friend in ******* was trying to collect money through Gofundme service to treat his cat, which was hit by the car and had to have a surgery on its paw which costs a lot in *******, otherwise the has to be amputated. Friends came up with idea to donate for cats treatment and save the paw. After setting up the account, providing details and pictures, we started donating to help the cat. The time was limited by couple of day, because the surgery had to be done asap otherwise the cat could die. Go fund me blocked the account without explaining the reason and refunded all money. What kind of service is this? They call themselves the home for help and instead dont allow others who want to help save animals life do so. At least they should provide the reasons why they did so.

  

  Business Response

  Date: 10/31/2022

  Business has reached out to the member privately.

• Initial Complaint

  Date:10/20/2022

  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.

  We started a GoFundMe campaign for my partner, ************************* at the beginning of August. We had $9795.00 donated and then GoFundMe suspended our account and won't tell us why. And they have returned some of the donations to the donors, but several haven't received anything. And there is no customer service phone number only chats and emails that aren't worth a ****.

  

  Business Response

  Date: 10/28/2022

  Hello *****,
  
  Our sincerest apologies for any trouble here. We can confirm that all funds have been refunded as of 10/04/2022. Donors can expect to receive their donations back within 3-7 business days from that date. If any donors have not received their funds by then, please advise them to contact our team and we will be happy to take a closer look.
  
  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.