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:07/28/2022

  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 set up a gofundme page for my dog so he could have surgery. My dog ended up dying and I went through the refund process. I followed the instructions and have emails to prove it. The next month my brother told me he didn't get his refund. I contacted customer support and they told me I never issued refunds to anyone. The man told me he refunded everyone 100% and it would take 3-7 days for a refund. When my brother never got his refund I contacted customer service AGAIN. They fought with me and told me they would get a refund. Then this new lady told me we would continue the conversation via email. Where she told me they wouldn't refund it and to accept the money and give it to him myself. My brother refuted the charge and gofundme said they can't do that AND THEY TOOK THE DONATION BACK. I have email proof of everything.

  

  Business Response

  Date: 08/05/2022

  We do apologize for the frustration caused in communicating with our team and returning money to one of your donors. We understand that this was stress added during an already difficult time, and hope to turn your experience around moving forward.

  We see that you are working with our ************* team directly to resolve this. Moving forward, we will be contacting your donor to ensure the funds are returned to them. Please be on the lookout for a response from our team in the near future and follow up with us there if you have any outstanding questions.

• Initial Complaint

  Date:07/26/2022

  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 was made aware of a youcaring fund now GoFundMe that was created fraudulently for my daughter and raised $8000 in her name.this act was done by her uncle.when I found out and asked where the funds were he refused to tell me.ive been reaching out to GOFUND me with numerous emails with ZERO help.how can you be a platform that takes ppl money but have no nber to call when fraud happens they told me to file a claim but the fund was created in 2015 and is not visible so I can't get URL I've emailed them 40xs asking for help with no response

  

  Business Response

  Date: 08/02/2022

  Hello *****,

  
  Thank you for bringing this to our attention. We're sorry to learn of the frustration that the fundraiser has caused.
  
  
  Our team has worked diligently to locate any trace of that fundraiser online and within our own system, but we have not had success to date.
  
  
  Being that the fundraiser was created on YouCaring's platform in 2015, 2 years prior to GoFundMe acquiring YouCaring, we're unfortunately unable to find any record of the fundraiser or organizer within our own system. As such, it's possible the fundraiser was shut down and deleted from YouCaring prior to the acquisition.
  
  
  If you cannot contact the organizer directly, we recommend you contact your local law enforcement agency if you have any fraud concerns related to the fundraiser or organizer.
  
  
  We apologize that we could not help further in this situation. Should you have questions or need any other GoFundMe-related assistance at all, please feel free to follow up with our team on our existing email thread and we will help in any way we can.
  
  
  All the best,

• Initial Complaint

  Date:07/26/2022

  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 set-up a GoFundMe fundraiser in June 2022 for my best friend who is about to go through a major surgery for cancer. I set-up my friend as the beneficiary to give him the funds directly so I wouldn't have to touch the money. I did this because it is HIS money & wanted him to get access directly. This should have been a clean way to process these funds. We've started this process of setting up his account with a month ago. He has been asked 7 times to submit/resubmit his bank account info. When we follow-up, we are told that they're having "glitch" in the system. These "glitches" have happened at least 7 times now. After 7 times and 7 resubmissions of info, you'd think these "glitches" could be overcome. Meaning - this is their business...it's what they do!! But to this date, all we've rec'd is for him to resubmit his bank info yet again. We are at the point where he is going into surgery this week. After several weeks of getting his affairs in order, he has no access to these funds as of this writing. He will be incapacitated for over a week and in the hospital for quite a while. He will be out of work for several months. He needs these funds NOW to financially survive. I don't see any further recourse than to file a complaint. Both of us are patient people but this has gone way beyond the bar. I've included my email string with ******** friend, email requesting phone call & a screenshot from this morning showing status of beneficiary. (The status has not changed in nearly a month.)We need immediate action to get this resolved for him.Thank you

  

  Business Response

  Date: 08/02/2022

  Hello ***,
  
  
  Thank you for reaching out to our team and bringing this to our attention. We sincerely apologize for the length of time it took to resolve your beneficiary's transfers.
  
  
  There was an unfortunate combination of verification issues and unforeseen system errors that contributed to a lengthy troubleshooting process on our side. We deeply appreciate your patience during that time.
  
  
  We're also glad to see the transfer issues have since been resolved and our team was able to update both you and your beneficiary in your respective requests. Thank you for hanging in there while we got that sorted and please know our team will be here if you need any assistance at all going forward.
  
  
  Warm regards,

  Customer Answer

  Date: 08/02/2022

  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:07/26/2022

  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 ex partner *************************************, along with her sister ************************* convinced their friend ***************************** to organize a fundraiser for ****** legal expenses because we are going through a custody battle. The problem with the fundraiser is that is is chalked full of lies. She claims that she was a victim of domestic abuse and that I am awaiting to be put to trial over the alleged incident. However, it is all a lie in order to deceive donors for funds. She needs to hire an attorney because I caught her feeding our child alcohol contaminated breast milk and confronted her about it. I have contacted Gofundme numerous times about the false and deceptive fundraiser but they refuse to take it down. They refuse to respond to my emails and refuse to take any action. I even submitted court documents proving that what I am saying is true and indeed factual. I have offed to provide further evidence that they are deceiving donors but Gofundme is not interested in the truth. The fundraiser was reported by nearly 20 people who are familiar with the situation, yet Gofundme has ignored all reports.

  

  Business Response

  Date: 08/04/2022

  Hello,
  
  We appreciate you helping us keep GoFundMe a safe and secure place to fundraise. Our Trust and Safety team has reviewed the reports and the fundraiser and determined this fundraiser is not in violation of our Terms of Service. We 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.
  
  Thank you for your understanding,

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17623897
  
  I am rejecting this response because: ************************************* has a long history of lying and making false allegations. I have attached 3 court documents proving that **** is purposely attempting to deceive donors. The story in her fund raiser is completely false. She did have me arrested under false information. I am have not been charged with a crime because **** is a liar. 

  Gofundme policy states that fundraisers cannot attempt to deceive donors with false information. That is exactly what these people are doing. There is 3 people involved in this fraud. *************************************, *************************, and organizer, ******************************

  attachment 1: declarations from her father detailing her history of false allegations.

  attachment 2: Denial of a protectional order: A judge decided that **** was not telling the truth based of the preponderance of the evidence in her attempt to file a restraining order and DID NOT GRANT ************************** 3: Arrest log from when she had me falsely arrested. ALL charges are dismissed and case is closed 5/27/22.
  

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

  

  Business Response

  Date: 08/23/2022

  Regarding BBB Complaint #********, our Trust and Safety team has reviewed the customer's follow-up and determined there is no change to their previous decision/reply.

• Initial Complaint

  Date:07/25/2022

  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 opened a GoFundMe account sometime in March 2022 to raise funds for my friend in prison that is filing a clemency with the governor to have his sentence reduced. Everything was going along great, we received lots of donations, I paid out some of the money to cover the printing and filing costs, etc. I posted an update letting folks know that his petition had been mailed to the governor. Then the donations slowed down quite a bit, which is fine, and I had been preparing another update. Then on July 19, 2022 I received an email stating that my account was removed "because it violates [the] terms of service" and that "the content of my fundraiser falls under [the] 'Prohibited conduct section.' I do not understand what I have violated even after having read through the conduct section. I opened a chat to find out more and the chat was abruptly closed and said that I would hear from a Trust and Safety team agent. I have received not response. I have submitted a request for reply twice and tried another chat that was also closed without comment. I just want to know what I did wrong so I can try to make this right! I feel like I'm being treated like a criminal and it's not right.

  

  Business Response

  Date: 08/02/2022

  Unfortunately, this means your fundraiser is in violation of this line from our Terms of Service:

  
  "Campaign that we deem, in our sole discretion, to be for the legal defense of alleged crimes associated with hate, violence, harassment, bullying, discrimination, terrorism, or intolerance of any kind relating to race, ethnicity, national origin, religious affiliation, sexual orientation, ***, gender, gender identity, gender expression, serious disabilities or diseases, financial crimes or crimes of deception;"
  
  
  You may use another crowdfunding site for this cause, but it cannot be on GoFundMe.
  
  
  We have removed your account. Any donations made to your fundraiser that have not already been withdrawn have been refunded and will be returned to your donors within 3-7 business days.Tell us why here...

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17621926
  
  I am rejecting this response because: this is not for any type of criminal defense. Legal proceedings were completed more than 17 years ago. This is simply to submit a clemency request to the Governor of the state of Oregon. There is and will be no court, no charges, no defense counsel, etc. The lawyer is simply acting as a liaison between him and the governor. To call this legal fees for criminal defense is completely false.

  Calling this a violation of your rules for 'prohibited behavior' is wrong. It seems prejudicial against someone simply because he is in prison. The decision for a commutation sits exclusively with the governor and has nothing to do with courts, judges, defense attorneys or even the parole board. You should educate yourselves before taking these kinds of actions. Please explain to me how this still falls into a category of legal defense.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/25/2022

  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 opened an account with *** mid June ***************** get to and start a new job after being unemployed due to acute kidney dysfunction. The account is in my name also. One successful bank transfer was made on June 30, 2022. Now *** keeps telling me the account is frozen due to some glitch and they have engineers "reviewing" it. *** published time frames for each part of the transaction: money leaving donor's bank to the *** account (**** days) and then a single time frame (2-5 day) for either a daily transfer, weekly transfer, and/or months transfer to show ** in the verified bank account. The *** was chosen based on the published service they promise to provide. The trouble ticket number is Ticket #******** There is no phone support, no "live chat" only emails to which they respond at their leisure. This has been going on now for more than a week Is there any oversight for these companies?Meanwhile, the bills are coming in.THIS IS NOT THEIR MONEY

  

  Business Response

  Date: 08/01/2022

  Hello ****,
  
  
  Thank you for reaching out to our team and bringing this to our attention. We apologize for the unintended delay in your payouts. An unforeseen system error, along with standard verification checks, created a longer-than-usual wait for your funds.
  
  
  We are glad to confirm that the system error has been fixed, and our specialist was able to confirm the status of your payouts in your latest outreach to our LiveChat team. Please note transfers can take 2-5 days to reach your bank once they initiate (since these are ACH transfers and not wires).
  
  
  While you are welcome to reach out to our Email or LiveChat support teams at any time, should you have any questions or concerns going forward, please feel free to reply directly to your LiveChat email thread and one of our specialists will follow up with you as quickly as possible.
  
  
  Wishing you restored health and a successful job ****,

• Initial Complaint

  Date:07/21/2022

  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 name is ***** *******************************. My Domestic partner ***************************** father of my daughter ************************* past on June 25th 2022. His friend ************************* opened a GFM page for my daughter and myself for funeral expenses, lost of wage and daughter's future. The funeral expenses were paid by the Crimes victims association of WA. When I tried transferring the donations of $12,000, it said that I needed more information and my account was on hold. I uploaded all the documents they asked for and with that been said they sent me an email stating that there was a claim about the costs and asked for more information. I went to check and my account was deleted and the funds were on hold and everything under investigation. We have tried to contact GFM but there has been no response whatsoever. We sent documents,emails and nothing. We have been trying to get an explanation of the process and why is taking so long for the past two weeks. As of now I have to relocate and do life changing choices for the best of my daughter but run with low income. Please any information I can provide to make everything easier on everyone.My Email address is ********************** Phone number **********

  

  Business Response

  Date: 07/27/2022

  Hello,
  
  Thank you for getting in touch. Our Trust and Safety Teams have vigorous processes to ensure funds are protected and our Terms of Service are upheld. This can sometimes result in withdrawal holds.
  
  In this case, I can confirm that the issue has been addressed and our team has followed up with you over email. The hold has been removed and the remaining funds should arrive within the next 2-5 business days.
  
  
  Thank you for your understanding,

  Customer Answer

  Date: 07/28/2022

  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:07/21/2022

  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 has refused to help me resolve my problem regarding getting my funds. They refuse to approve my bank account and wont take my bank statement. I made my husband the beneficiary of the account and he has unfortunately passed away and they refuse to help me or respond to my requests to change it back to me. They have no number to call. Ive contacted there online help 5 times with no response and they will only talk to me via email which doesnt work cause they dont respond. The gofundme is under my email above.

  

  Business Response

  Date: 07/27/2022

  Hello,
  
  Thank you for getting in touch. Our Trust and Safety Teams have vigorous processes to ensure funds are protected and our Terms of Service are upheld. This can sometimes result in withdrawal holds.
  
  Also, our payment processor has an automated system that scans the information you put in and tries to match it up to your account. The process isn't always perfect and even if the information you entered was correct, they were not able to instantly verify it through their automated system. 
  
  We confirm that your withdrawal information has been fully verified, and your funds have been sent to your account last week. 
  
  It may be useful to know that once a withdrawal starts, it will take 2-5 business days to arrive in the account.
  
  
  Thank you for your understanding,

• Initial Complaint

  Date:07/21/2022

  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.

  An account was created to receive donations. The funds are to help with an occurring health issue that is increasing by the day. The account is labeled as under review and need more information before transferring funds. It states I will receive an email, however I have not received an email. I have used the sites customer service systems to email the team yet it has been 2 weeks now and I have not received any response.

  

  Business Response

  Date: 07/26/2022

  Hi there, *******! Our apologies for any trouble you experienced. The team has taken a look at the issue here and resolved any holds on the transfers for your fundraiser. Funds are now being sent automatically, and the team has sent you an email to confirm this via ticket #********.
  
  It is our goal to make sure that you have the best experience possible with GoFundMe, so please don't hesitate to reply to that email if you have any further questions.

• Initial Complaint

  Date:07/21/2022

  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 gofundme for my son after he was in a bad car accident almost lost him but cameout with a broken back and just had a baby not even a month old. He and his girlfriend need help so the gofundme was launched. I set up my son as a beneficiary but he couldn't do the transfer due to the bank he has gofundme would not accept his bank so I submitted a request to make me back as the beneficiary I have sent numerous request and only response I'm sorry for your frustration and they are working on it system issues...now my son and newborn is facing evection on the apartment they live in this is not their money it was donated by family and friends they already took their percentage. This is so heart breaking as I was trying to do the right thing for my child and grandson we already have went through h*** and this is unacceptable for gofundme to keep money that isn't theirs no phone number and now I feel like they are ignoring my request though there help center . I just need it transfer and I will close out the account and NEVER USE OR DONATE TO GOFUNDME AGAIN PLEASE HELP .. last email I received from them:Hi all, Im so sorry for how drawn-out and frustrating this experience has been for you so far, but I can assure you that I will do everything I can to get this taken care of as seamlessly as I can for you. We currently offer full customer support via email and live chat, but I will do everything possible to assist you as quickly and clearly here as if we were working over the phone. I am sorry to inform you that a known issue in our system prevents the change of beneficiary process to move forward. Our team is aware of this issue and is actively working to resolve it. I apologize for any inconvenience this has caused. I kindly ask for your patience while our engineers work on a solution. I will set a reminder to check back to keep you posted with any updates on your account. Regards,********* That was on Monday 18 2022 of July still no response

  

  Business Response

  Date: 07/26/2022

  Thank you for bringing this up, ******. We sincerely apologize for any trouble, and we are wishing your son a speedy recovery as he navigates these uncertain times.
  
  
  The errors you experienced in receiving the funds have been resolved, and we see that the bank transfers have initiated automatically. All funds have been sent as of Jul 25, 2022, and you should expect the funds to arrive in your account within the coming days if they have not yet already.
  
  
  If there is anything else you may need, please don't hesitate to reach out to our team again and we'll be sure to assist as swiftly as possible.