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:08/16/2022

  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.

  Our home burned down in a forest fire. We lost everything. A friend started a GOFUNDME account to collect donations. On 8/8/2022 the friend transferred the account to my name as beneficiary. On 8/9/2022 "******" at GOFUNDME.com (ticket number ********) emailed that the funds were ready for transfer and we would receive the money. We have not received any funds from GOFUNDME.com. We have followed up with 5 emails with no reply. This appears to be an unfair business practice designed to collect interest on money not intended for this business as many other consumers are complaining about the same conduct. We have no clothing but that which we were wearing; no lodging; and need this money to live.

  

  Business Response

  Date: 08/16/2022

  Hi ****,
  
  
  Thank you for alerting us to this. We're so sorry to learn of the circumstances that brought you to GoFundMe, and want to do everything we can to help.
  
  
  We've reviewed your account and can confirm our Trust and Safety team had a precautionary hold on the transfers while your transfer details were fully verified. 
  
  
  We're glad to say your information is now fully verified and transfers have been cleared to initiate. We've sent you a reply on our existing email thread with further details.
  
  
  Please feel free to follow up there directly if you have any questions at all.
  
  
  With kindness,

  Customer Answer

  Date: 08/17/2022

  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. However, I just wish they had responded to my weeks worth of direct inquiries so that I didnt have to spend additional time will filing this complaint. But yes, as of today we have began receiving our donations. Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/13/2022

  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 created a gofundme about a week ago, to help for fuberal cost for my son that we lost on the 4th. Everything was fine until we got to the bank transfer part. They verified me almost immediately, but can't seem to verify my bank account with ANY documentation I provide. Tried instant verification, wanted to call me for a ************* code. That would have been fine... if it would have actually worked as intended. I moved to manual verification and have sent literally everything requested, they refuse it all. Chat help is absolutely no help at all. They continously try to push your chat to email, the two times I've had it happen, they do not respond. At all. Extremely frustrating. Needed the funds already for the funeral home and gofundme can't figure out a professional way to run their app. Clearly there's an issue with the third part variation provider.

  

  Business Response

  Date: 08/18/2022

  Hi there, *******. We are so sorry for any trouble you're experiencing in receiving your funds. It looks like our payment processor is having troubles verifying your bank account details with the provided documents.
  
  
  We see that you are currently working with our Escalated Support Team in email ticket #********. To ensure this is resolved as soon as possible, please continue to work with our team in that email thread. This way, we can make sure that your account is successfully verified and transfers continue automatically as soon as possible.
  
  
  Best regards,

• Initial Complaint

  Date:08/12/2022

  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.

  Someone other than a legal family member to our family posted a GoFundMe fundraiser to raise monies for my brother's final expenses and I donated thinking that she was going to give the donations to ***** Family Cremation to pat for my brother's cremation. As it turned out, this person not only DID NOT use donations towards my brother's cremation, she also stole my brother's wallet minutes after he died in the hospital and used his credit union card to drain all money he had. Moreover, I found out the hard way that this individual told ***** Family Cremation that she wanted to list my brother as indigent and send his ashes to the local sheriff's office for disposal. I found out via email from the cremation company and the **************** about this at the last minute and mom and I cried about what this individual did to my brother's remains. My mom had a minor seizure and we couldn't drive home as planned after my brother's funeral north of where we live.I immediately reached out to the credit union about my brother's account because this individual lied to me about my brother taking out a loan, which he did not. The credit union told me to file a localpolice report and give her the incident number which I did. Those monies have since been returned. I then reached out to Gofundme fraud unit and told them what this person had done to my brother and my family. They did temporarily refund my donation, but have refused to take down the Gofundme page fraudulently grabbing money on my brother's and our family's behalf. We need this page taken down IMMEDIATELY!! I filed a fraud complaint regarding this Gofundme page yesterday (August 11) FTC Report Number *********. Gofundme claims fraud on their website is very rare. However, after my experience with Gofundme, I see that perhaps fraud is a larger problem than they claim due to the way in which they handle fraud claims. In the very least the Gofundme page in question should have been suspended

  

  Business Response

  Date: 08/23/2022

  Thank you for reaching out about this.

  
  The information we receive through reports from our community is a crucial part in keeping our platform safe.
  
  We know the review process can take longer than sometimes desired, but it's also a necessary process to ensure that our Trust and Safety team has enough time to review the content of GoFundMe fundraisers to ensure our Terms of Service are upheld. The GoFundMe has been removed.

  
  If you have questions about the reasons for these actions, you can view our terms of service here: https://www.gofundme.com/terms

  
  Thank you for your understanding.

  Customer Answer

  Date: 08/24/2022

  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.

   

  However, because the processof reviewing may take long, o believe  that GoFundMe has a responsibility to tag the disputed fundraiser post and take it off line immediately until there is proof one way or the other that fraud does in fact exist.  In my case, the individual who was fundraising was not a legal member of our family, but using our family name to raise money that we did not need, nor were we seeing where this money was going.  I begged a man named ****** to pull the fundraiser offline immediately and he blew me off to the point that i had to hire an attorney to force ****** and GoFundMe to pull the fake fundraiser offline before anyone else was hurt.  I also had to file a fraud report to the ************************ to force GoFundMe to comply with my family demand to pull the fraudulent fundraiser page using our family name without our permission offline.  My family and I had already sustained enough pain just losing my brother to an aggressive form of lung cancer within such a short period of time, and then your organization harmed my family more by not using appropriate measures against someone other than our family trying to raise funds fraudulently, funds none of my family saw.  You need to function with a lot more integrity on such matters
  
  ***************************, PhD

• Initial Complaint

  Date:08/09/2022

  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.

  I set up a gofundme for a friend whose home burnt to the ground.. she is in desperate need of money to survive. There are donations pouring in, but due to Gofundme's internal issues and errors withdrawing her money is and has been impossible. and there is no way to contact them.. Their address goes to a post office in **********. and no telephone numbers are listed. The error says to reach out to the "Support Team" But when you do you get another error message. I strongly feel this is not an acceptable way to run a business. Or they are committing Fraud? EXAMPLES: TAKEN DIRECTLY FROM THEIR WEBSITE:* There was a problem. Please try again later. If the problem persists, contact our support team.It looks like our chat team isn't available, so I've submitted your request via email. You'll receive an email confirming we received your question with this ticket number: 10603174.We are currently experiencing higher than normal volume, but our team will follow up with you as soon as possible.You can keep chatting with me if you'd like to learn more, but no need to submit another ticket.Please help

  

  Business Response

  Date: 08/22/2022

  Thank you for taking the time to write to us, ******************. We apologize for the frustration that was caused through this process.
  
  
  We see that you were able to get in touch with our ************* Team and received assistance with adding a beneficiary to your fundraiser. Note that while our team is currently experiencing a high volume of support requests, you can always reach us through our ************ https://support.gofundme.com/hc/en-us
  
  
  If any further help is needed with your GoFundMe account, do not hesitate to respond to the follow up email our team sent your way. 

  Customer Answer

  Date: 08/22/2022

  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:08/08/2022

  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'm writing about the GoFundMe! I was recently a victim of fraud. These two women started a GoFundMe page for funeral expenses in which I donated $300.00 I also contacted everyone I knew to also donate. Then we find out the funeral we are donating for was already paid in full! These women that set this up doesn't know one person who donated! These women are in financial trouble themselves so this was a way to get some money for their pockets! It's women like this that makes these fundraiser's look bad. Myself and others who have donated have filed fraud complaints to GoFundMe wanting a refund these fraudulent women should not receive a dime they should be prosecuted. So I'm coming to you in hopes that you can look into this situation and give these good honest working people their money back. And also to warn others out there I personally will never use this again!!!

  

  Business Response

  Date: 08/12/2022

  Hi *********,
  
  
  Thank you for alerting our team of this. GoFundMe takes claims of fraud and fund misuse very seriously.
  
  
  We see you submitted an outreach to our Trust team regarding this, and it appears our team needs some additional details to locate your donation and the related fundraiser.
  
  
  We've gone ahead and submitted a follow-up message to your email requesting those details. We'll look out for your reply there so we can investigate the fundraiser accordingly.
  
  
  Please let us know on that email thread if there's anything else we can do to help.
  
  
  With kindness,

• Initial Complaint

  Date:08/08/2022

  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.

  My nephew was in an Atv accident and became paraylsis. We held a gofundme account to raise money for his bills. We have unsuccessfully got the money from this company. They keep saying the account is not ours even after numerous attempts to provide them all the information. We cannot reach a person they just send emails whenever they feel like it. My nephew needs this money to help with his life changing adventure he has in front of him. This company has ******* of his money we raised that they will not release. We have been trying for a month now and we are getting no where. They boot all bank info we download and say its wrong. How could it be wrong when we are using it on a daily basis. They are giving people false hope and I am afraid they are trying to keep the money we raised. Please help us resolve this.

  

  Business Response

  Date: 08/18/2022

  Thanks for reaching out about this, ******, and we're sorry to hear of the circumstances that led you to GoFundMe.
  
  Taking a look, it seems you and ***** were working with our specialists to correct some information within his account for verification. We know it can be unexpected when your beneficiary is asked to complete these additional verification steps - when this happens its because additional documentation is needed by our payment processor to support the continued safety of the funds.
  
  It looks like our team was able to assist you with resolving the issue, and a transfer for $6,989.29 was sent to ***** as of August 11, 2022. Please keep in mind, all bank transfers take between 2-5 business days from their scheduled date to safely arrive to the bank on file.
  
  If you have any additional questions moving forward, you can follow up on the email thread you have with our team.

• Initial Complaint

  Date:08/04/2022

  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 set up a go fund me and cant access my money.I have contacted them several times.They keep claiming I need to update email which I have done.They made me send pic of license which I hesitatedly did.They tell me to click on tabs that dont exist.I fear this is a scam,but at very least they make it difficult to access money that they can use during delay.

  

  Business Response

  Date: 08/10/2022

  Hello ****. Our apologies for any trouble you experienced in transferring funds to your account. It looks like there was an error in the email you entered when creating your account, but we are happy to see that the team was able to help you get that fixed moving forward. We can confirm that all funds have since been transferred as of August 6, 2022. Please keep in mind it can take 2-5 business days from the date of the transfer for funds to arrive in your account.
  
  It is our goal to make sure that you have the best experience possible with GoFundMe, so please don't hesitate to let us know if there is anything else we can help you with.

• Initial Complaint

  Date:08/03/2022

  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.

  I Started a this fundraiser at the start of June for a coworker who had caught a stroke. For a couple of weeks money was being deposited into her account. At the end of the month the deposits had suddenly stopped. I contacted **** and when I finally received a email back, they stated that there is a bug in the system and they are working on each account one at a time and thank you for my patience. This bug has been going on for over a month and my coworker has been home for over a month. This fundraiser was suppose to help her with her home and medical bills. People are still donating and she can't even get access to the funds that are there to help her. It's August 3rd and still this bug has yet to be resolved.

  

  Business Response

  Date: 08/11/2022

  Thank you for taking the time to reach our team.
  
  
  Our website was experiencing a bug that was affecting your account and causing a temporary hold on your transfers going out to your bank.
  
  
  It appears that you have been in contact with our team and your issue has now been resolved. Your donations have sent to your bank on August 5 and will arrive within five business days.
  
  
  We do apologize for the delay in your issue being resolved. If you need any further assistance, please do not hesitate to follow ** in your existing email thread with our team.

  Customer Answer

  Date: 08/12/2022

  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:08/01/2022

  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.

  I started a GoFundMe to help offset the cost of my younger brothers funeral; he died by suicide on 06/13/2022. Initially GoFundMe verified my bank account and deposited 3 times into my account before GoFundMe said my account was no longer verified. I changed the beneficiary of my account and all of her information was verified. The funds have not been deposited into her account, citing needing more verification from her. I also am continuing to get emails asking me to verify my account despite my account no longer being on file. I have been trying to access this money to pay for my brothers funeral for almost 2.5 months. The GoFundMe customer service team previously said it was a bug on their side but cannot tell me what the issue is. They have promised resolution several times and now I am being skipped over in the chat queue. There is nearly $5400 in donations on that fundraiser and its unfair to those who donated in order to help my family, and also to my family who not only suffered the loss of my brother, but also had this sudden, unexpected financial setback. I need resolution.

  

  Business Response

  Date: 08/03/2022

  Thanks for reaching out about this, *****, and we're so sorry to hear of the circumstances bringing you to GoFundMe.
  
  
  We know it can be unexpected when you or your beneficiary are asked to complete additional verification steps, even after some funds have already been sent. To clarify, when this happens its because additional documentation is needed by our payment processor to support the continued safety of the funds, and ensure they're reaching the right place.
  
  
  At this time, all funds have been sent out to your beneficiary, and they should receive those by August 9, 2022, at the very latest.
  
  
  If you have any additional questions, please don't hesitate to follow up on the email thread you have with our team directly.

  Customer Answer

  Date: 08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/01/2022

  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.

  I was added as a beneficiary to help withdraw funds for my friend's memorial service. I have followed all the prompts and directions listed on the GoFundMe website. I have reached out via chat and email multiple times because they do not offer a customer support phone number line. It has been over a month since the funeral, and I still have not been able to withdraw funds to help support the family. I have been told it's an error on their end, and they are working hard to fix it, but it has been WEEKs since I was first told this, and I am still unable to access thousands of dollars in support funds. Their customer service, response times, and resolution are terrible. I am also not even sure this is a legitimate fundraising platform anymore and would highly recommend that people search for other platforms elsewhere.

  

  Business Response

  Date: 08/04/2022

  Hello *********. Please accept our condolences for your loss and our sincerest apologies for any difficulty in the bank transfer process. It appears that your account was affected by a technical error on our end, but has since been fixed and all funds were sent on August 2nd. Keep in mind that funds take 2-5 business days from the date of bank transfer to arrive in the account. Keep in mind that funds take 2-5 business days from the date of bank transfer to arrive in the account.
  
  
  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.