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:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a friend that started a ground me account to raise money for my cat. I am the beneficiary and because it said I could use a debit card I decided to use the same card my SSDI check goes on. It will not let me and I have not been able to change the bank information and they will not get back to me after months of trying and I fill out forms to have them contact me and they don't. All they send is warnings I'm going to lose the money in 2 months. I'm fed up and don't want to give the money back because the donor doesn't want it. HELP time constraints

  

  Business Response

  Date: 07/29/2022

  Thanks for reaching out about this, *****.
  
  
  It looks like our team reached out to you most recently on July 1, but received no response from you via email. That said, the deadline to set up your bank transfer is not until August 7th, so we have a little over a week to complete this process.
  
  
  Someone from our team will be reaching back out to you today, July 29, and you can follow up with them directly via email to get your transfer information verified and funds sent to you.
  
  
  For your reference in the meantime, here is an article from our HelpCenter for more information on ways you can withdraw the funds from your fundraiser: https://support.gofundme.com/hc/en-us/articles/203662694-Prepaid-debit-cards-and-mobile-banking

  Customer Answer

  Date: 08/01/2022

  Please respond to Gofundme about clarification of the deadline to withdraw.  In their response they state the deadline is August 7th however in all their previous emails it says Sept.  Please ask them for clarification.  And they do not seem to understand that I cannot get into the area that allows me to change my banking information.  They state to click on bank transfers and to click the pencil icon but I never get the pencil icon.  I just need to talk to someone, why in the world can they not have someone you can talk to and also please let them know they just moved up the deadline in their response by about a month.  ************ is shady.

  

  Business Response

  Date: 08/08/2022

  Hello *****,
  
  
  Thank you for following up with us and apologies for the continued trouble with your bank verification.
  
  
  Regarding your deadline to set up transfers, please know that the actual deadline is not until October 6th. The fundraiser funds are still with your fundraiser organizer's GoFundMe account until you're able to fully set up transfers and verify your information under your own GoFundMe account.
  
  
  For a given fundraiser, the transfer deadline in effect is dictated by the party that currently holds the funds (your organizer in this case). Once you verify your information, funds will transfer over to your GoFundMe account (to then transfer to your bank account) and your own account will dictate the deadline for that fundraiser going forward (should any additional verification be required).
  
  
  Finally, our Escalated Support team has sent you a new outreach with detailed steps on how you can access your GoFundMe account and complete the remaining verification requirements. Our team will work with you until you have the funds in hand.
  
  
  Please feel free to follow up on that new email thread with any further questions or concerns and we'll gladly assist you from there.
  
  
  With kindness,

• Initial Complaint

  Date:07/19/2022

  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.

  This business has been giving me the run around for a month for *******. Nothing but excuses and will not release funds to my account. My fundraiser is verified and all my banking affairs in order. The company keeps making excuses

  

  Business Response

  Date: 07/26/2022

  Our apologies for any trouble there, Yasmarie. In taking a look at your account, it seems that the team was able to resolve the issue here and funds are being sent automatically to your account on file. If you haven't already, you should expect the first transfer of funds to arrive in your account within the coming days.
  
  
  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:07/18/2022

  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 setup an account for my niece to raise money for her because her mother and my sister passed away while simultaneously her husband was in the hospital having major brain surgery. $**** was raised and my niece wanted the funds. When my niece couldnt reach me for a few weeks she contacted GoFundMe and they told her I was committing fraud and that I had already withdrawn the money and if she wants the $**** she has to file a police report against me. What they didnt tell her is that the funds are automatically sent via ach payments and that I did nothing to initiate the withdrawal like they made it seem to be. They even added that the money was removed before my sisters celebration of life. 1st, huge breach in their own privacy policy and confidentiality policy. She shouldnt have been told anything other than they will investigate her report. My niece couldnt reach me at this time because I was using a borrowed phone from a friend at work which I sent her a message saying if you need to contact me use this number. A few days later I got my old phone and when she filed police report she gave them the temp phone and the detective only called that number which my friend from work heard and spread the news that I was wanted for fraud and now I no longer get any work. I paid the **** plus added 530 of my own to make it **** and then found out she files police report. This is just the beginning of stunts they pulled and to do anything about it you have to use arbitration as per their terms. So I go through the learning process and file a case and get this, even though they demand arbitration, they can choose to not pay the fees and guess what happens? Your case get closed due to non payment and they dont have to deal with it with no repercussions. This is where Im at now and get no response to any emails. Avoid these crooks at all costs. total shenanigans. Lying, misleading, violating privacy, avoiding contact. Not a great business practice unless youre the mafia

• Initial Complaint

  Date:07/17/2022

  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 am the beneficiary of an account fund raised for my family in the name of my daughter that was murdered on June 29, 2022 ********* *** ** I have been trying to contact Gofund me regarding the cash out so I can pay back people I borrowed from for her funeral and debt I accrued in the same process. As the beneficiary I have emailed over 15 emails and I haven't received a response nor have I been able to cash out so I can disperse this money to the children by means of a trust fund for thier futures .. I cannot contact the proper legal team of GOFUNDME to show the proper documents because even though I am the sole beneficiary the fundraiser will not give me full access to the account she did not ask to put into my daughter's name. Gofund me has no direct contact number to prove I am azsia Johnsons mother and grandmother to her children. Gofundme has a very innaccurate system making it impossible to contact them. Documents are available however at this time I wish not to submit until I hear from an agent.. Thank you in advance for your prompt response regarding this sensitive matter..

  

  Business Response

  Date: 07/26/2022

  Hello,
  I can confirm that the review of your fundraiser has been completed, your withdrawals are active, and our team has followed up with you over email.
  

  It may be useful to know that once a withdrawal starts, it will take 2-5 business days to arrive in the account. Please get in touch with us if you do not receive your funds within the timeline mentioned above, and we will gladly look into this for you.
  

  Thank you for your understanding.
  

  
  

• Initial Complaint

  Date:07/15/2022

  Type:Delivery 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 fundraiser through Go Fund Me for my friend and at first the back transfers were coming through just fine. Now they have stopped altogether and there is still $139.89 that I have not received from them. I have emailed a complaint to them but they do not respond. They do not have a phone number to call either. I

  

  Business Response

  Date: 07/25/2022

  Thank you for reaching out to our team about this. We do not currently offer phone support, buy you can reach our support team via email or live chat. It looks like you were able to successfully reach our team by email, and they responded to you most recently this morning, July 25.
  
  
  The total amount raised on your fundraiser, minus fees, of $468.22, has been sent to your beneficiary as of July 20, 2022. Those funds should reach the account on file no later than July 27, 2022.
  
  
  Please don't hesitate to follow up on your existing thread with our support team if you have any additional questions. 

  Customer Answer

  Date: 07/25/2022

  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:07/14/2022

  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 fundraiser through GoFundMe for a coworker for medical expenses in January. He is not real computer savvy and was unable to figure out how to transfer the money to his bank account. He asked me to close the fundraiser in frustration so I did. When I closed it GofundMe informed me that it could take up to 90 days to receive our refunds. I waited over 90 days to contact them. After figuring out how to do that (not easy) I received a response from a man named ***** We went back and forth a couple of times and in the end he told me that the recipient had transferred the money to his account which was a lie. We would like to be refunded our donations from this lousy organization.

  

  Business Response

  Date: 07/22/2022

  Thank you for taking the time to contact us about this, ***. We are so sorry to hear about any trouble you experience.
  
  We see that our team was able to assist you via email ticket #********, and as of Tuesday 7/19 all funds have been refunded back to donors. All donors will receive 100% of their funds back within 3-7 business days from the date the refund were issued.
  
  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: 07/23/2022

  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:07/13/2022

  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.

  07/14/2022 This business has repeatedly ignored my complaints. Several times I have posted fundraisers and my information and funds ave been lost or stolen by this website. I demand action for the abuse this business has caused.

  

  Business Response

  Date: 07/21/2022

  Thank you for taking the time to write into our team. We apologize for any difficulties you have experienced with our website.

  
  Your two fundraisers are currently active on GoFundMe and able to accept donations. While we are unable to locate any help requests in our system connected to the email provided, we would be happy to assist you with any outstanding issues if you write into our *********** here: https://support.gofundme.com/hc/en-us

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17559753
  
  I am rejecting this response because: This is not a resolution
  
  Sincerely,
  
  **************************

  

  Business Response

  Date: 07/28/2022

  Thank you for that follow-up message, ****.
  
  
  We are still not seeing any outreaches from your included email address within our system, and are unsure of what specific fundraisers/issues your inquiry is related to.
  
  
  To help with this, our team has sent you a proactive outreach today (July 28th), titled "Message from GoFundMe".
  
  
  Please check your inbox for that message and reply directly to that outreach. Our team will be glad to assist you from there.
  
  
  Thank you,

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17559753
  
  I am rejecting this response because: This business has stole money from thousands of fundraisers
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:07/12/2022

  Type:Billing 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 opened an account with GFM for the "*** and ******** Family" (the ones killed in the ****** train derailment on June 27th) to pay for the funeral expenses. The account was/is in my name also. I obtained a EIN for the bank account that I opened in order for the funds to be transferred to. Now GFM keeps telling me the account is frozen as they are/have been "reviewing" it, and keep requiring documentation for showing the bank account belongs to me. I have sent numerous documents (one by a VP of the bank) showing that I am the originator of the **** AND the owner of the bank account, but GFM keeps saying they need more. Now they are claiming the bank account is a "trust" and they want documents from the family. 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: 07/15/2022

  Hello *****,
  
  
  I can confirm that the review of your fundraiser has been completed, your withdrawals are active, and our team has followed up with you over email.
  
  
  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 started transferring on 7/15/2022.
  
  It may be useful to know that once a withdrawal starts, it will take 2-5 business days to arrive in the account. 
  Please get in touch with us if you do not receive your funds within the timeline mentioned above, and we will gladly look into this for you.

  Customer Answer

  Date: 07/15/2022

  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.

  As this response/resolution came from the business after I had filed with the BBB, I can only surmise that it was because of the involvement of BBB that a resolution was so quickly achieved.  Thanks to the BBB for being there for us!   
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/11/2022

  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.

  $200.00 is missing. They have stolen this amount.

  

  Business Response

  Date: 07/19/2022

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances. 
  
  Our team conducts reviews on accounts in order to maintain compliance with strictly enforced policies administered by the payments industry and the U.S. ************************** of ******* Asset Control. This *** result in withdrawal holds and we apologize for the frustration. Upon further review of your fundraiser, we have lifted the precautionary hold on your bank transfers. 
  
  It looks like you *** not have gotten our recent emails that needed a reply. Our latest email was sent on July 15th, with the subject line "Important Message from GoFundMe - Response Required". This email includes some further information that *** be useful in the event that you still need our assistance.
  
  We appreciate your patience and understanding.
  
  Kind regards,