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:10/05/2022

  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.

  A friend setup a go fund me account for my husband due to health issues and an amputation. Initially our bank transfers went fine. Then suddenly over a thousand dollars (1260.82$) was not accounted for. I could not get a rep to speak with on the phone or computer. The help center would always respond that no one was available and they would open a ticket. I sent a full report of the breakdown of what money was owed/missing and that it was not showing in the available balance or the "funds still processing." It was in the amount raised after fees were deducted but we had not received it. I cannot get anyone on the fund to setup transfer for ************ contributed on his behalf to help him.

  

  Business Response

  Date: 10/07/2022

  Hi ******,
  
  
  Thank you for reaching out to our team about this and apologies for any confusion regarding your transfers.
  
  
  We've had our team take a look at your account and it appears the transfer frequency might have been edited inadvertently. We've got that switched back to a daily cadence for you so you can receive those outstanding funds as quickly as possible.
  
  
  One of our specialists will be following up with you directly in our on-going email thread with further details. Should you have questions or need any other assistance at all, please reply there directly and we'll assist you in any way we can.
  
  
  With kindness,

• Initial Complaint

  Date:10/05/2022

  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.

  ************************* created a gofundme campaign that was supposed to benefit me and she obsconded with the funds. I worked with first *** and then ******* to try to get them to fulfill the beneficiary guarantee and I have been told on more than one occasion that the funds would be in my account and the last time was this last Friday. I have been waiting for them to fill their guarantee and I keep getting the run around. I can't talk to anyone because they have no phones and they have stopped emailing me. If I use the chat feature I get told that someone is working on it and they rudely end the chat. I don't know what else to do

  

  Business Response

  Date: 10/16/2022

  Hello *****,
  
  Thank you for reaching out to us. I see that you are currently working with our Trust and Safety team. Our Trust and Safety team sometimes requires more information in order to proceed with a claim.
  
  We invite you to send our Trust and Safety team the information requested, and we will assist you further.
  
  Thank you for your understanding.

• Initial Complaint

  Date:10/04/2022

  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.

  I first emailed them June 23rd about help Getting the site connected to my bank account. A few weeks later I was able to get it connected. They ignored my emails for weeks then told me they would get back to me. I've been waiting for months for them to send over the money with no legitimate reason giv n as to why they haven't done it yet.There is nothing else I can do on my end, it's up to them to follow through with their job. I know I'm not the only person having this issue.

  

  Business Response

  Date: 10/10/2022

  Hi there, ***************
  
  
  Unfortunately we were unable to see any prior outreaches to our team. For future reference, you can always visit our *********** here to contact us directly for assistance: https://support.gofundme.com/hc/en-us
  
  
  In any case, thank you for reaching out here so we can resolve this matter.
  
  
  Since your fundraiser ************************ is a certified charity fundraiser, you won't see the option to transfer the funds to your own bank account; funds from certified charity fundraisers are sent directly to the charity.
  
  
  I can confirm that the funds were sent directly to the Dekalb *************** charity on 8/12/2022 via paper check in the mail.
  
  
  If you represent the charity and manage the organization's funds, I'd recommend confirming your charity to ensure that it is enrolled with ******************; we sent an email to your inbox on 6/16/2022 with instructions to confirm your charity.
  
  
  If you are not seeing that message, please let us know, and we'll be more than happy to send those instructions again.
  
  
  Thank you,

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18167971
  
  I am rejecting this response because: they're talking about the wrong fund.  I have emails dating months back about "justice for ******" GoFundMe. I actually closed the not for profit one because I didn't want people donating and then not being able to put it into the not-for-profit's bank account.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/11/2022

  Thanks for providing those screenshots, ***************
  
  
  It looks like your fundraiser is on a different fundraising platform (AngeLink), rather than GoFundMe. We are not affiliated with that platform, so I'm afraid we're unable to assist you on our end.
  
  
  Thank you,

• Initial Complaint

  Date:10/04/2022

  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.

  When people are asking for donations, it is almost 100% time sensitive. Im a disgusted at the processing time of this. My dog needs emergency surgery for a broken Humerus and I am STILL waiting for the funds to be processed. HES going to surgery Thursday and still not a **** ***** I have access to. I never ever would have used this if I had of known. Un freakin real!

  

  Business Response

  Date: 10/11/2022

  Hi *****,
  
  
  We sincerely apologize for the delay in receiving your funds, as we can understand the urgency of the situation. Our ************* Team was able to confirm that your transfers were all set in a Chat request with a ticket number #********, which took place on October 3rd.
  
  
  Although we wish we could personally deliver the funds to you faster and right away, we unfortunately dont have a way to speed up your bank transfers as our payment partner is only a processor and not a bank. Banks have the option of sending immediate wire transfers, while our payment processor uses ACH transfers and these can take a few days to complete.
  
  
  However, we can confirm that your bank transfers are active and you have the following ongoing transfers listed on your payment account:
  
  
  - $5,061.06 CAD sent on October 4th
  - $60.68 CAD sent on October 5th
  - $23.37 CAD sent on October 6th
  - $101.35 CAD still processing, and will start initiating in the next day or so
  
  
  No further action is required from you at this time. As long as that information looks good on your end, the funds will arrive safely in your bank account 2-5 business days after they are sent, and some may have already reached your bank account by now.
  
  
  We hope that the surgery for your dog's broken bone went well as well as the recovery.
  
  
  With kindness,

• Initial Complaint

  Date:09/28/2022

  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.

  I started a go fund me because my daughter was badly burned and needed surgery. Go fund me took the money donated and closed out the account. We raised $1,145.00 and I want that money and my account to be reactivated.

  

  Business Response

  Date: 10/07/2022

  Hi there, *********. We are so sorry to hear about the situation that has brought you to GoFundMe, and we are sending you and your family our thoughts during these uncertain times. In looking at your account history, it does look like our Trust & Safety team had the fundraiser in review to ensure a safe and secure transfer of your funds. Everything has been cleared and your account has been reactivated.

  
  To ensure that your beneficiary receives the funds successfully, please check your email inbox for a message from our team (ticket #********). It is our goal to make sure that you have the best experience possible with GoFundMe, so please let us know in that email thread moving forward should you continue to have any issues.

• Initial Complaint

  Date:09/27/2022

  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.

  My daughter passed a few weeks ago and a GoFundMe account was set up to help with her funeral expenses. As of today, the funds have not been deposited into my bank account. I have contacted them numerous times via chat box to find out how to resolve the issue. My banking info was given to them as well as a copy of a voided check so that they would have the correct routing and account number and they still sent the funds to an unknown banking account. My daughter's remains are still at the funeral home and can not be released until the balance is paid. GoFundMe has made a very difficult time in my life a living nightmare.

  

  Business Response

  Date: 09/28/2022

  Hi *******,
  
  
  Thank you for reaching out to the GoFundMe team. Please accept our deepest condolences for your loss. We're wishing you and the family peace and strength during this trying time.
  
  
  We're sorry for the trouble with those missing transfers. It looks like some incorrect bank information may have been entered when the initial set-up took place. The funds have not been returned to GoFundMe by the receiving bank but our team is committed to helping you track down the funds and have them routed to your correct account.
  
  
  We've sent you an email outreach today with further details about the transfers that you can take to your bank.
  
  
  Please review that message and follow up with our team on that thread once you've had a chance to review the transfer details with your bank. We'll look for your reply so we can proceed with the appropriate next steps.
  
  
  With kindness,

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My good friends son was suffering from cancer and his girlfriend said she would start a go fund me for his medical costs and his family. He passed away and his girlfriend kept the money. I donated $100, $115 after your fee and it was to go to *************************** medical expenses or his celebration of life. I did not give the money to send his girlfriend to ****** after his death. I want a refund.

  

  Business Response

  Date: 09/26/2022

  Thank you for contacting us about this fundraiser, ********. The information you provide will allow our Trust & Safety team to investigate the fundraiser and take appropriate action.
  
  
  If you donated to a fundraiser and would like to file a donor claim for a refund, please visit our GoFundMe Giving Guarantee.
  
  
  After we receive your claim, our Trust & Safety team will work with you directly. Additionally, we encourage you to contact law enforcement if you believe that this individual is committing fraud or breaking the law.

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18119548
  
  I am rejecting this response because I already tried submitting a claim and you didnt accept the **** Please send the correct one and I will try again, but not expecting a refund from this company.  Because many people from the fundraiser have already tried and not been successful. Your website makes it very difficult to file a claim. This fundraiser was close to $50,000. I will never use GoFundme again.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/03/2022

  Thank you for following up. 

   

  A member of our team has reached out to you directly to assist you further in filing this claim. Please look out for their email. 

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what I expected. I will NEVER donate to GoFundMe again, there are better companies out there to help people in need directly. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/20/2022

  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.

  GoFundMe is refusing to provide a secure connection to complete a bank transfer process. Being unable to retrieve funds has now made an account delinquent. I have advised GoFundMe I cannot provide my routing number and account number due to fraud on the account.When I attempt to utilize the Bank Verification I receive this error code:{"message":"Failed to verify response signature","reference":"062C212678D76F610E852D98479B1764A6937124123E8B06CDCF0E3A2228A389","statusCode":500}GoFundMe admitted they are having connectivity issues but have not resolved the issue for over 45 days.

  

  Business Response

  Date: 09/29/2022

  Hi ******,
  
  
  We would like to apologize for the continued trouble with your bank transfers. After verification with our technical team, there is not going to be an option to bypass or fix the error message that you are seeing while trying to connect to your ****** ***************** account at this time.
  
  
  You can be reassured that entering your bank details manually instead is just as safe as linking your bank account via your bank credentials.
  
  
  As a last resort, you can continue to work directly with our ************* team by replying to the ongoing ticket with number ******** via email. From there, we can continue to help you add another person as a beneficiary to your fundraiser, so that you can have someone else transfer the funds on your behalf. Once that's done, this trusted person can send you the money later outside of GoFundMe.
  
  
  With kindness,Tell us why here...

• Initial Complaint

  Date:09/18/2022

  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.

  My friend set up a gofundme account to support my honeymoon trip. I registered for an account a while ago and did not think of collecting until recently. It was a big headache getting into the account. I changed my phone number since and couldn't receive the verification code through my phone. There was no way that I could receive anything from my email, including verification code and password reset emails. I opened a ticket with their support team, and there has been three people working on it, but none of them really resolved the issue other than telling me to get into the account (I can't), or request password reset, or clear cache, all of those I already tried multiple times. It is perplexing to me that there is no way to bypass the verification process, and they blamed me for inputting "the wrong number". No I didn't, as I changed my number after setting that account, and people's lives change. This is unacceptable service. After a week of going back and forth I still can't get into my account to set up the fund transfer.

  

  Business Response

  Date: 09/21/2022

  Hello ******! Our sincerest apologies for any trouble you experienced in managing the GoFundMe account. It does look like there was a technical error in sending you the text verification code, however we see that everything has since been resolved via your email ticket with the ************* team. In looking further, we can also confirm that all funds have now been sent as of 2022-09-20, and you should expect to see the funds deposited in your account within 2-5 business days.
  
  Wishing you and your partner a very happy honeymoon! 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: 09/22/2022

  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:09/11/2022

  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 GoFundMe was created by my brothers baby mother ( *******************************) for my brother because he just passed away. At first it said the fundraiser was for my brothers funeral then it switched to his memorial. But I have proof that this lady did not pay one cent towards any of that. I reported the GoFundMe me and the next week the fundraiser was gone but nothing yet to resolve the issue. I guess people can commit fraud and get away with it now a days. I have a receipt that clearly states the last name of my family (******) paying the Bill for my brothers service because my mother could not make it that day to the funeral home. Here is the proof of the claim I made already (de22e-funeral-expenses) Beneficiary Claim [Ticket #********]

  

  Business Response

  Date: 09/19/2022

  Hello,
  
  Thank you for providing this information to our Trust and Safety team. We take fraud complaints very seriously at GoFundMe. At this time, it is very important for us to make contact with the individual who was responsible for the expenses of the fundraiser so we can assist them and take the appropriate actions.
  
  Please have the intended beneficiary (i.e. the person in charge of the costs or meant to receive the funds) submit a claim to our team so that we can work with them directly to resolve this. It is possible they will qualify for the GoFundMe Beneficiary Guarantee. Please note that an official report must be made in order to qualify for the guarantee.
  
  If the intended beneficiary wishes to submit a claim and continue the investigation, please ask them to visit the link below and follow the prompts to submit a beneficiary claim:
  
  https://www.gofundme.com/c/safety/beneficiary-guarantee

  
  If you believe someone is committing fraud or breaking the law in any other way, you *** also contact local law enforcement officials in your area and we will cooperate with any investigation that *** ensue. 
  
  Thank you for your understanding,