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:03/03/2025

  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.

  GoFundMe advertised that my donation was Donation Protected. However, when I requested a refund due to misrepresentation by the fundraiser, GoFundMe denied my claim, citing their discretionary policy, which allows them to refuse refunds at will, even in cases of misrepresentation.Details:I donated to a fundraiser believing my contribution was protected, as clearly stated on the GoFundMe website with the Donation Protected message. Upon realizing that the fundraiser did not align with what was promised (due to misrepresentation, not fraud or misuse), I attempted to contact the organizer, who did not respond. Following GoFundMes policy, I reached out to them for a refund. Despite their Giving Guarantee, they denied my request, stating that my donation is not coveredthis directly contradicts the **************************** displayed on the fundraiser page.Furthermore, GoFundMes policy is structured in a way that allows them to reject refund requests at their discretion, even when there is clear misrepresentation. This creates a misleading safety net for donors and ultimately protects GoFundMe, not the users who trust the platform.

  

  Business Response

  Date: 03/12/2025

  Our Trust and Safety team has reviewed your claim and opened an investigation into the account based on the information that was provided in your claim. It was determined that you are not eligible for reimbursement under the Guarantee. Since that is the case, we are unable to refund your donation at this time.
  
  We encourage you to contact law enforcement officials in your area if you believe this user is committing fraud or breaking the law in any way. We will cooperate with any investigation that law enforcement deems necessary.
  
  Thank you for your understanding.
  

• Initial Complaint

  Date:03/03/2025

  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 want to collect the money that was donated to me but they want to make me wait another week. I need help now. I shouldnt be this difficult. They got paid their fees right away. I'm terminal and I dont have time. I have to wait another week before I cant eat.

  

  Business Response

  Date: 03/04/2025

  We’re sorry to hear of all you’re going through, Cherie.
  
  I wanted to reassure you that your account has been verified, and the first two transfers were sent to you on March 2 and March 3.
  
  Our payment partner sends funds to your bank account as they are being processed, and they should be with you shortly, depending on your bank’s processing times.
  
  If you have any concerns or need further assistance, please don’t hesitate to reach out. We appreciate your patience and are here to help in any way we can.
  
  Kind regards,

• Initial Complaint

  Date:03/01/2025

  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 have done a couple of GoFundMe campaigns due to my situation. One of them made a few hundred dollars and for months now I have trying to get that money. Im more recently. I was told that I had to verify my identity, which I did by uploading a picture of mypassport and my bank statement as GoFundMe asked. Two of the people who donated alerted me the other day that their donations were refunded. I have been trying to get that money formonths and I need it, and all correspondence with GoFundMe has been wonky. I told him that it was hard for me to keep up email because of my illness, but I eventually did everything that they wanted, and then I got an email back saying because my name on fundraiser was ****, they needed me to fix something. But I dont know what they needed me to fix because there was no option to change name on the fundraiser. I emailed them back and I said I have given you all these documents. I will change whatever you need, please tell me how. nobody responded. And then I emailed again asking. Hey, the deadline is approaching. And then they were refunded and I emailed GoFundMe again with no response This is absolutely criminal to treat a sick person this way. I want the donations that I received. This is already months ago and Ihave needed that money. This is unconscionable. I am in many communities for chronically, ill people, and I will be telling them to use givesendgo or another platform at this point. The point is to help people make money to live and this is the opposite, this is torture.

  

  Business Response

  Date: 03/05/2025

  Thank you for contacting us here, *********. We are very sorry that communication has been so challenging with us regarding the documents needed to verify your account. We've just sent you a follow-up email and text message to help you resolve this issue. Please continue to work with us there to resolve your issue. 

  Customer Answer

  Date: 06/20/2025

  I ran a small fundraiser a year ago, & received some donations. Despite my best efforts, *** been unable to access the funds because of GFMs shifting requirements & complete lack of proper support. First, they said I needed to verify my IDsomething I hadnt needed to do in past campaigns. I sent them a photo of my ID & a bank statement. They then said because my name was listed as **** instead of *********, I needed to correct it on the fundraiser. I ***lied, explaining I couldnt find a way to change the name myself, & asked them to please direct me to the correct method. They never responded. I followed up again & again, received no response. After a long silence, I was informed that my funds had been refunded to the donors. I contacted *** again. They did finally write back & apologized, claiming there had been issues with their email system. A *** even texted & attempted to call mewhich I missed. Since then, Ive tried scheduling a call, and theyre telling me they cant simply reinstate the donations. Instead, they would have to ask each donor if theyd be willing to donate again. However, they refuse to do even that. & now, theyve moved the goalpost yet again, claiming the ID/statement I submitted are not sufficient, that I now need to provide a different bank statement. They keep changing the rules. I am very ill, they are putting me through endless stress and unnecessary obstacles when I was simply trying to access the help people generously offered. I had intended to launch a larger fundraiser for my medical care through GFMbut now Im terrified that I wont be able to access the funds if I do. I have no idea whats going on over there, what has happened to the company, but theyre doing things that are, at this point, unlawful. I cant get a hold of anybody at the company except ***resentatives who write back a week, two weeks, or even longer laterand when they do, its clear they havent actually read anything I wrote. Its infuriating.

  

  Business Response

  Date: 06/26/2025

  Thank you for following up here, *********. We see that your situation has taken longer to resolve than is ideal, and we sincerely apologize that it wasn't able to be resolved more quickly. A member of our escalated specialist team has followed up with you via email once again and will stick with you until the situation is fully resolved. Please know that your case is of a high priority to us, and we will do everything we can to get this resolved as quickly as possible.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23007318
  
  I am rejecting this response because:

   

  this isnt a delay  you have stolen all of my money  this is a year old  

  your representative sent me identical messages to the ones from months ago  

  ***************************** will be next 

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

  

  Business Response

  Date: 07/01/2025

  Hello, we have been following up with you in the active support request (ticket #********), but have not heard back. Please connect with us there so that we can continue to work towards a resolution. Thank you. 
  

• Initial Complaint

  Date:02/27/2025

  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've tried 2 different times to start a gofund me, no luck. Have shared on ********, no luck, ig no luck. Messaged gofund me on chat and asked if they themselves could give me a boost to sharing the campaign on ** and other media, they told me they don't share any campaigns which is a flat out lie, they seem to pick and choose who's campaigns they share. I just want to know why. I made the campaign cause I legitimately need it, not because I want to and have proof of it all.

  

  Business Response

  Date: 03/07/2025

  Hello, Ms. ****** We would like to assist further here, but we're not able to locate your GoFundMe account, fundraisers or any support tickets with our team under the email address you provided. Our team has reached out to you via email once more - please reply directly to that email titled 'Important Message from GoFundMe' with the requested information so we can take a closer look and evaluate how we can best help.

• Initial Complaint

  Date:02/23/2025

  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 trying to get a refund from a friend that was hacked on social media. I have sent them screenshots that they were hacked and they are giving me the run-around. It’s been 2 weeks and the process results in no resolution.

  

  Business Response

  Date: 03/04/2025

  Thank you for bringing this to our attention, Thomas.
  
  We can confirm that the fundraiser was removed and your donation was refunded on February 27, 2025. Refunds can take about 3-10 business days, depending on your bank transfer time. We appreciate you helping us keep GoFundMe safe and secure.

• Initial Complaint

  Date:02/20/2025

  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 name is **** ****** and I am a director of photography and member of local ***** 600. I set up a Go Fund Me for my friend and colleague Gaffer local ***** 728 member *** **** ******** and his family after the ***** fire on January 9th 2025 they lost their home and all of their belongings. I made *** **** ******** the beneficiary as I was instructed and registered his bank account as instructed and provided identity verification from his bank. He has to this date 2/19/25 still has not received access to the funds, we have received multiple emails asking for documentation that we have already provided.Go Fund Me has been very slow to respond and when they do it seems like it might be AI. Can you please help this is an urgent matter as they are displaced and desperately need these funds. Sincerely **** ******

  

  Business Response

  Date: 03/11/2025

  Thank you for your feedback.
  
  Our team is waiting to receive an email response from the beneficiary from the email tied to their account. A follow up email with the details of this request was sent on March 03, 2025 to address this final item.
  
  Once that is received, our team will be able to assist him to move forward with payouts.

• Initial Complaint

  Date:02/17/2025

  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.

  On December 11, 2024, I created a GoFundMe account to help ***** ****, who has an advanced stage of ******************, get a van in order to minister the Gospel. I currently have $3,000.00 USD in the account that I cannot transfer to the bank account. I have attempted three three times over last 2 weeks to get help transferring the funds. Each time I contact GoFundMe, I have to go through Ray, an automated computer-generated entity. After answering the same questions on each attempt, *** finally escalates the issue to the next level person. These individuals have not been able to help me either after I have followed their instructions. They pass me off to the third level tier. The second level person promises each time that someone will e-mail me to help resolve this issue. To date, no one has ever responded via email or to my phone number. The ***** **** GoFundMe link is: **************************************************************************************************************** I have spent at least 20 hours trying to get these funds transferred. Would you please help me resolve GoFundMe releasing the funds to the bank account listed in my GoFundMe profile?Thank you for your time and effort,Pastor ***** ****

  

  Business Response

  Date: 02/21/2025

  Hi *****,
  
  Thanks for reaching out to us here. You set up your fundraiser as a certified charity fundraiser to benefit Buffalo Creek Fellowship.
  
  Charity fundraiser donations are processed by ****** ************ who sends the money directly to the selected charity via cheques. No further action is required from you as payments are sent automatically. The check can sometimes arrive within 90 days from when the first donation is received but can often take longer (3-5 months). If you work for the charity, please follow up with us on ticket #******** where we've shared detailed instructions on how to retrieve the funds sooner.
  
  Kindly,

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22953442
  
  I am rejecting this response because: We received partial payment in the amount of $780.90 (USD) CK #********** dated February *******. There has been a total given for this cause of $3,000.00 USD. 

  When will we receive the remaining amount of $2,219.10 (USD)?

  We have to cash this aforementioned check 90 days after the issue date. Please advise. Thank you for your response.
  
  Sincerely,
  
  Pastor ***** ****

  

  Business Response

  Date: 02/26/2025

  Hi there,

  Donations are sent as they are being processed. Your fundraiser has received donations from December 2024 until February 2025. We can confirm the first cheque was sent on February 14th. The rest of the donations will be sent automatically. The check can sometimes arrive within 90 days from when the donation is received but can often take longer (3-5 months). In order to receive the funds faster, please follow up with us on ticket #******** where we've shared detailed instructions on how to retrieve the funds by setting up the charity's ****** account. 

  Kindly,

• Initial Complaint

  Date:02/16/2025

  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 daughter ******** recently took her own life. My ex husband, ******* ****** III immediately started a go fund me that raised approximately $25000. I paid for the entire funeral and burial costs as that was my final thing I could do for her. I contacted gofundme and they seem to be doing nothing about this. I just want everyones money returned to them. I submitted the receipts to them as proof and they have not done anything. This is for my baby.

  

  Business Response

  Date: 02/24/2025

  Thank you very much for your feedback and concern. 
  
  Our team is still reviewing this fundraiser. However, for privacy and security reasons, we're unable to provide additional information about this account or our investigation without a court-ordered subpoena, submitted by law enforcement. We will cooperate with any investigation that law enforcement deems necessary.
  
  Thanks for helping keep GoFundMe safe, and we'll reach out to you if any further information is needed.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22948575
  
  I am rejecting this response because it still does not appear that anything has been done. The person responsible for her death, her father, started a fundraiser for her funeral expenses and paid nothing towards her funeral costs. GoFundMe prides itself on being a responsible company and yet, has taken no discernible action to return the money to the people who donated in good faith. I have provided all the receipts for the funeral costs and I want everyone's money returned.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/06/2025

  We understand your concern. Our team is still actively investigating this fundraiser, and our aim is to resolve this as quickly and thoroughly as possible. 
  
  We appreciate your patience as our team completes their investigation, and they will be in touch if any additional information is needed to complete their review.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22948575
  
  I am rejecting this response because: I want this complaint to remain open because it still seems that no progress has been made. This response was only we are actively investigating. This does not seem very active since no action has been taken.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/10/2025

  Hi Aspen,
  

  
  

  We're requesting to close complaint #22948575 - our team did not find evidence of misuse contrary to the intent of the fundraiser in question and the customer is not providing us with any further information or evidence to the contrary. 

  
  

  Thank you, 

  --
  

  ****** Dodge (she/her)

  Supervisor, Customer Care

  Helping People Help Each Other

  

• Initial Complaint

  Date:02/14/2025

  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 am filing a complaint against GoFundMe due to their lack of support and issues accessing the funds raised for my wifes medical bills, vehicle replacement, and lost wages after her serious car accident.1.Fundraiser ************* Issue: I created a fundraiser and requested that my email remain private. GoFundMe provided a private relay email through *****. On Tuesday, I learned that this email is linked to my personal email, which is fine, but now I cannot access the fundraiser on my account. It appears to be gone, though donations are still being accepted via the fundraiser link.2.Lack of Support: I spoke with an agent via AI chat on Tuesday, who assured me someone would follow up. However, *** received no further contact. Ive also tried to reconnect through the chat system but cant reach a live agent.3.Urgency: This fundraiser was created in an emergency, and the funds are urgently needed. The ongoing access and communication issues are delaying necessary support for my wife.I request that GoFundMe resolve the access issue, clarify the steps for transferring funds, and provide immediate assistance.

  

  Business Response

  Date: 02/20/2025

  We apologize for any inconvenience you experienced while attempting to reach our team and access your account, Mr. ********** We can confirm that our Care team was able to assist you through Messaging, allowing you to access your account and complete the transfer of funds to the bank account on file. The funds should be settled into your account within 2-5 business days. We appreciate you working through this with us, and are glad we could resolve this with your cooperation.

• Initial Complaint

  Date:02/13/2025

  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.

  Hello my son passed away January 17, 2025. My sister started a GoFundMe to help pay for his funeral expensive. I had no insurance on him. Ihave $585 in the GoFundMe account and they are giving me a hard time to retrieve it, transfer it to my bank account

  

  Business Response

  Date: 02/16/2025

  Hello Ms. ******* we appreciate you bringing this to our attention. Our Escalated Support team has reached out to you via email to confirm a few details regarding your account details and access. Please refer to that email so they can support you further regarding the missing information required to transfer the remaining funds in balance.

  Customer Answer

  Date: 02/16/2025

  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,
  
  ******* ******