Complaints

This profile includes complaints for GoFundMe's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

GoFundMe has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/10/2022

  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.

  My brother in law ******************************************* was tragically killed, and a gofundme account wasnt set up under ***********************, we as the family and my in laws never received a dime for funeral or burial services. We would like to know who collected the money and where did the funds go to. My father in law and mother in law got stuck with bills and have to pay. Theyre low income and these funds were to be donated to this cause. We would greatly appreciate your help on tracking this information down. My in-laws are requesting the funds back to pay off these debts. Thank you.

  

  Business Response

  Date: 09/13/2022

  Hello *****,
  
  
  Thank you for your outreach. We're so sorry to learn of your brother-in-law's passing and the circumstances that brought about the fundraiser.
  
  
  We appreciate you alerting our team to the undelivered funds. We've gone ahead and sent you an outreach with instructions for submitting a claim form to our Trust and Safety team. The form you submit will allow their team to investigate the use of funds and take any appropriate action thereafter.
  
  
  We hope this helps. Should you have questions or need any other assistance at all, please follow up directly on our email outreach and we'll proceed from there.
  
  
  With kindness,

• Initial Complaint

  Date:09/10/2022

  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.

  In June of 2020, my husband, an actively practicing doctor, suffered a hemorrhagic stroke and subsequent brain surgery. One of our former employees started a go fund me for our family with my permission which included details about his condition and recovery, etc. When the account was cashed out, I closed it. I noticed that it had been closed, but not removed, and the *** account and all of his medical details was still showing online if you did a search on his name. I emailed them several times and asked that it be deleted completely, not just closed and they never responded to me. This personal information is still showing on the internet when people search for him to make an appointment, and it is harming his professional reputation and reliability, as well as the success of our practice even though he is fully recovered. I want this removed so that it does not show up in any online search

  

  Business Response

  Date: 09/15/2022

  Thanks for reaching out, *****, and we're sorry to hear you've had a hard time contacting us about this.
  
  
  Unfortunately I'm not seeing any emails from you in the past year, but a member of our ************* team will reach out to you shortly to coordinate a phone call to address this issue and ensure we reach a quick resolution. Please don't hesitate to follow up on that email directly with any other questions. 

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18007545
  
  I am rejecting this response because: They have not reached out to me as promised. They also claim to have never received an email from me which is also very questionable since I sent several. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/26/2022

  Hello, *****.
  
  
  Our team reached out to you via email on September 15, 2022, and did not receive a response. We ask that you please check your email inbox for that message, including your spam folder. Additionally, you may need to add *********************************** and ********************************** to your email contacts, to ensure our emails are not blocked.
  
  
  You can respond to that message directly, and our team can assist you from there. 

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18007545
  
  I am rejecting this response because: there has been no email communication received from Go Fund Me as claimed on the date referenced or any other date regarding the issue at hand. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/03/2022

  Consumer continues to reject our response claiming they've not received any email communication from us, but I can see on our end that they've received read our support team's emails. If they do not follow up on those emails internally, there's nothing more our team can do/instruct them to do. 

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18007545
  
  I am rejecting this response because:please have GFM confirm which email that are sending these alleged emails to as they have neither come to me, nor have I opened them as referenced. 

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

• Initial Complaint

  Date:09/02/2022

  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.

  On August 21st of 2022, I created a GoFundMe fundraiser for the adult children of *************************** to raise money for ****** and ******** travel, food, and housing expenses. This page has raised $1850.00 from 37 supporters. Following the protocols of GoFundMe, I proceeded to set up Bank Transfers. I was asked to select wether the funds would be for me or if the funds would go to another person. I selected another person. From there, it asks for the persons legal first and last name and then their email. I was in contact with ******* throughout this process via telephone, text messages, while taking screenshots of each step of the process I was going through so ******* was up-to-date and clearly understood I was at as the account holder, adding her as the beneficiary. After submitting that exact information required by GoFundMe, a new page appeared that required I check that the information was correct. I submitted it as correct. The following page stated, An invite was sent to your beneficiary. I received an email from GoFundMe sharing the invitation status. Then I received an additional email from GoFundMe that the invitation was accepted by *******. GoFundMe did not allow ****** to put in her routing/checking information (no option for that). After several days of trying to contact GoFundMe, following steps offered by their robot messenger, we were not given the help promised through their page. We found and filled out a form to request that the account be transferred to the beneficiary (Savanah). This way she alone can access the fundraiser account holder and the beneficiary with out the long distance between her and I. She was able to make contact with a GoFundMe Rep. the emails included my email by default. We both have email interactions with this employee. Its been several days since they promised to fix the issue. Then they said everything looks fine. Left us hanging. The account still hasnt been given to *******. She still has no access to funds!!

  

  Business Response

  Date: 09/08/2022

  Hi *********,
  
  
  Thank you for your feedback, it is much appreciated and will help us improve our platform in the future. It seems like since you filed your request, you were able to work with our ************* team to add ******* as a beneficiary to your fundraiser, and everything looks good on my end now.
  
  
  If you need further assistance to manage your account, you can reply directly to our email there with ticket number #********
  
  
  With kindness,

• Initial Complaint

  Date:08/31/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I established a crowdfunding fundraiser with what we thought was a legitimate company (GoFundMe), only to discover that this organization is a lying, thieving, fraudulent, bloodsucking sham of a business who saw an opportunity to take advantage of those who could least afford itpeople trying to stave off hunger, homelessness, etc., (like us).Instead of GoFundMe transferring the money to my banking institution in 2-3 business days as promised (an all-too-common phenomenon, as shown by the other numerous complaints against them), the donations have disappeared Into thin air, with no explanation from GoFundMe, and no way to contact them about this.I have tried to warn the few people who initiated donations on my behalf, advising them to contact their banking institutions immediately to stop the funds from being sent to GoFundMe, or the **************** of their financial institutions, so that they can go after GoFundMe.My wife and I are now a few days away from being homeless; we have been subsisting on beans, corn, and bread; and we have no vehicle and no jobs (inasmuch as we have been applying frantically for any job we can).I hope that somebody can make them pay for the lives they have ruined and continue to actively ruin. I can tell you one thing for sure: those who run GoFundMe think they are above-the-law; they will continue to operate as if they are until someone stops them.

  

  Business Response

  Date: 09/01/2022

  Hi *****,
  
  
  Thank you for reaching out to our team. We're sorry for the circumstances that have brought you to GoFundMe and want to make the experience as seamless as possible going forward.
  
  
  We know there may have been some uncertainty regarding the transfer verification process and the fund processing timeline. It looks like our team was able to reach you via our on-going email thread and clarify how each process works. Please know the safety of your funds is our top priority, which is why the verification process takes place.
  
  
  Once your information is fully verified, our payment partner initiates automatic transfers to your provided bank account using the frequency you selected when entering your information (daily, weekly or monthly transfers).
  
  
  Those transfers process as ACH transfers (not wires), so they typically take 2-5 business days to reach your bank account once initiated.
  
  
  Additionally, new donations you receive go through a standard verification process, which is completely normal. The funds will move from "pending" to "available" within **** business days from the donation date, which can depend on the card provider. Once the funds become available, we'll automatically schedule a transfer.
  
  
  We know you also had questions pertaining to the bank information you entered, and we can see our specialist has followed up with more information about that in our shared email thread.
  
  
  We hope this additional information proves helpful, and please feel free to reach out on our email thread if you have any further questions we can assist with.
  
  
  Wishing you all the best,

• Initial Complaint

  Date:08/29/2022

  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 husband passed away May 26/22. His work kindly set up a GOFUNDME account shortly after that. They raised over $9000. I kept getting emails from gofundme to have the money transferred. So I did that on June 27th by following their prompts. This took me right into my online banking, where I chose which account I wanted the money deposited into. After waiting weeks I contacted them. They told me I put the wrong info in. After complaining about how that could have happened since I went through my online banking, they admitted to a computer glitch. This glitch put my money in somebody elses account! I have been waiting ever since. Excuses after excuses. They finally offered the person who has the money to send me a certified cheque. But this still has not happened. Loosing someone is hard enough but dealing with this is ridiculous. I have a ton of correspondence if you need it.

  

  Business Response

  Date: 09/07/2022

  Hello *********,
  
  
  Thank you for your outreach and for calling attention to this issue.
  
  
  First and foremost, we apologize for any undue hardship brought upon by this transfer mishap. We know this must be a difficult time and your experience thus far is not what we expect from our product, nor what we want for our customers. Both our Product and Trust and Safety teams are working diligently to investigate and resolve the transfer error.
  
  
  In the meantime, we reviewed your account and can confirm our Trust team has initiated a transfer for the full fund amount to your provided bank account and you should have those funds in hand by the end of the business day.
  
  
  We thank you for your continued patience and cooperation throughout this process and encourage you to reach out to our team directly via our on-going email thread if you have any additional questions or concerns. We'll be happy to assist.
  
  
  With kindness,

• Initial Complaint

  Date:08/25/2022

  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.

  100% disabled veteran in Fire Fighter who just had to tumors removed out of my foot I started a go fund me account I've never had issues in the past however this time as a living nightmare I've tried three different devices was on hold online with some automated device for over an hour never got any help I can't access my own account I can't get the code they don't send a code nor can you have any place to put a code my account is an accessible for my own money I have no idea as people donate it to my account and I can't see my money or get any updates this is unacceptable they have no phone number they don't respond to ******** or to any emails this is very unacceptable and frustrating to get in the past it has been very easy but this time is a living nightmare I don't know if there's something wrong with their side but they don't seem to care. Without my money I will have no food

  

  Business Response

  Date: 08/29/2022

  Hello ********,
  
  
  Thank you for bringing this to our attention. We're sorry for the circumstances that bring you to GoFundMe and are wishing you a speedy recovery.
  
  
  As for our support options, we currently offer full customer support via email and live chat, but we will do everything possible to assist you as quickly and clearly as if we were working over the phone.
  
  
  We can see you were able to reach our live chat team and get your account phone number reset. As a result, it looks like you were able to re-access your GoFundMe account and set up your fund transfers.
  
  
  We've followed ** in your on-going email request with more information about your transfers.
  
  
  We're glad to have gotten that sorted and should you have any further questions for our team, please feel free to follow up on that email thread directly.
  
  
  All the best,

  Customer Answer

  Date: 08/30/2022

  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:08/25/2022

  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 set up a Gofundme account on August17, 2022. August 18, 2022, they sent an email that they were sending a partial payment of funds donated $290.10. August 20, 2022, they sent email requesting I set up for bank transfer that I already successfully completed. AGAIN, I set up my bank account info...AGAIN it was successfully completed. August 21, 2022, they sent email stating they were sending $604.79. I am still waiting patiently. August 24, 2022, I am asked AGAIN to set up my bank info....AGAIN, it was successfully completed. I have sent TWO emails to Godundme, with no response. The gofundme account was set up for mounting medical bills....that continue to climb. I believe the Gofundme platform is holding on to funds donated for their gain.

  

  Business Response

  Date: 09/02/2022

  Thank you for taking the time to reach us, ************. We do sincerely apologize for the trouble and added stress.
  
  
  Initially, it appears that invalid bank information was entered on your account, which caused transfers to fail and return to GoFundMe. This is why you were asked to enter bank information again. You have since entered valid bank information and a new transfer for the full available amount has begun.
  
  
  Please note that GoFundMe will never keep your donations or withhold transfers from going out to you once your bank transfer information is verified. Our only deduction is a transaction fee of 2.9% +$0.30 is automatically deducted from each donation.
  
  
  We hope this helps clarify, but if you need any further assistance, please reply to the last message from our team member via email and we will be happy to help. We wish you well during this time.

• Initial Complaint

  Date:08/24/2022

  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 got a email about my funds being on hold then I got a email about names of people that donated I answered the email a hour later my GoFundMe was s*** down with 7 thousand on it which was suppose to be to pay for my mom funeral tomorrow I cried days after days on social media for people to donate n help when people did help they shut it down n stop answering my emails

  

  Business Response

  Date: 09/02/2022

  Thank you for getting in touch, *******
  
  
  We're sorry to say that GoFundMe is no longer able to process donations for your account. As a result, we have removed your GoFundMe account and any fundraisers within it.
  
  
  We also refunded any donation made to your fundraiser that you hadnt withdrawn yet, so those donors will receive their money back within the next 3-7 business days.
  
  
  While we know this may bring up questions about the reasons for these actions, we need to keep those reasons private in order to maintain the safety of donating and raising money on GoFundMe.
  
  
  Thank you for your understanding.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17765949
  
  I am rejecting this response because:my go fund me was shut down which messed up my funeral plans for my mama they asked me a question n shut it down they stop answering my emails like I feel like they did it to be nasty 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/19/2022

  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.

  Dear Colleagues:I started a fundraising campaign on GoFundMe titled Anti-Malaria product must get to D R Congo. (https://gofund.me/8f2e0625)GoFundMe said they must review the fundraiser and asked me for information, which I supplied, repeatedly, with no response from GoFundMe. Meanwhile, the campaign has received $900 in donations, which have not been released. Please help me get this resolved! (Ticket #********)Thank you,******************* (Full details follow:)07/12/22 I created the fundraiser on July 12, 2022 with a goal of $7,000. (Between then and August 5, 2022, I received ten donations totaling $900.)07/__/22: I received the following request from GoFundMe:Dear *****,Were reaching out to you because it appears that the money raised on your GoFundMe may be for a person or cause in a country that is not yet supported by our payment processors. . . . Please reply directly to this email with your answers to the four questions below . . .07/13/22: I provided the requested information in full.07/15/22: I received an identical request for information.07/15/22: I replied by forwarding a copy of the response I had sent on 07/13/22. 07/22/22: I re-sent my response with the following message:DEAR COLLEAGUES,I NEED YOU TO MAKE A DECISION ON THIS EITHER CLEAR IT, OR NOTIFY ME OF DENIAL AND RETURN MY DONORS MONEY.WE ARE IN LIMBO CANNOT RAISE MONEY UNTIL YOU ACT ON THIS.PLEASE HELP!!!THIS IS A TIME-SENSITIVE FUNDRAISER!PLEASE SEE MY REPONSES BELOW . . . THANK YOU,******************* 08/04/22: I received the following message from **********************************:Thank you for contacting GoFundMe.
  Your message has been received, and a member of our team will begin the review within the next two business days. . .08/13/22: I sent this reply:URGENT ACTION NEEDED ref Ticket #******** Re my email of 7/22 - Received this response on August 4th NO ACTION SINCE.PLEASE HELP!!08/19/22: Still no reply.

  

  Business Response

  Date: 08/24/2022

  Hi *****,
  

  Thank you for bringing this to our attention. We apologize for any delay as we are receiving a large number of requests at this time and it's taking some time to catch up.
  

  Our team has prioritized your review and sent you a follow-up reply via email. Please check your inbox for the message titled "Important Message from GoFundMe - Response Required" to see our response.
  

  You can reply to that message directly and our team will assist you in any way we can.
  

  With kindness,

  Customer Answer

  Date: 08/26/2022

  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.

  I hope GoFundMe will resolve their internal problems so these incidents don't occur in the future.

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

• Initial Complaint

  Date:08/19/2022

  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.

  On August 8th 2022 a $250 donation was sent to a closed account at ***** Fargo ending in ****. The money was immediately returned. When the money was returned I had already made changes to my payout source to be ********** account ending in ****. However, GoFundMe again sent the monet to a separate closed ***** Fargo account ending in ****. I contacted **** at GoFundMe and he simply said that banks ten days to return the money. I called ***** Fargo and they said it only takes 2 days. The new total of donations being $338. When I messaged **** again he ignored my messages. GoFundMe has made no explanation as to why they sent the money to the wrong account or where the money has gone. I would like GoFundMe to reimburse the money to the correct account and make an efforrt at reconciling the loss of money.

  

  Business Response

  Date: 08/25/2022

  Hi there, ******! Our sincerest apologies for any trouble you've experienced in receiving your funds, as well as any delay in our replies to your emails. In looking at your account, it seems that there was an error in the information provided for bank transfers; however, we can confirm that everything has been updated and funds have been sent successfully. The team has followed up with you via email ticket #********, so if you have any further questions or concerns please feel free to reply directly in that email thread and we will be standing by to assist.

  Customer Answer

  Date: 08/27/2022

  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. Thank you for the prompt response.
  
  Sincerely,
  
  *************************