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:01/22/2025

  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.

  Hi all, I was a victim of an armed robbery. My boss had set up a go fund me for me to recoup the losses from that. I just turned 18 and the money lost was everything, at this point I dont have anything left and Im very concerned that I will not receive the money. There seems to be no way to contact anyone involved with the transfer of money into your account and I find that very frustrating. When I originally set up my account I was using a checking account off my step mothers main account after and when the funds were to be sent they were denied because my name wasnt the main name on the account, ok fair enough I went out and opened a bank account under my name, and changed my account information BUT even with a revised account the money is stuck saying initiated with her account information connected to it. Soooooo do I just get nothing? I honestly have 0 clue on how to help my situation and genuinely wish I could speak to someone because I really need that money and this has just been a very long and stressful process, I just want my money please help

  

  Business Response

  Date: 01/27/2025

  Hello *****.
  
  We appreciate your feedback and apologize for the delay in receiving your funds.
  
  We offer full customer support via email and live chat, so do not have a phone number, but were glad we could resolve this for you. 
  
  For context on what happened here - since the funds were initially rejected by the receiving bank, it can take up to 10 business days from the date the transfer was sent to return to our payment partner. Once the transfers are returned, our payment partner sends out a new bank transfer on the next business day, and the funds will arrive in the updated bank account within 5 business days.
  
  All available funds have been sent to you and should reach you shortly.
  
  We truly want all of our customers to receive their funds promptly, and well be right here to help if theres anything further we can do.
  
  Kind regards,
  

• Initial Complaint

  Date:01/22/2025

  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'm confused about the operation of the company not having any direct contact with people to address issues and questions. After opening an account after Hurricane ******, I can't find a phone number? No people to talk to with issues as; how is my ad doing or not doing and what can I do to help my cause? And I found other issues not told me like a code. But I do have people contacting me about paying them to connect me to organizations. Starting at $10-up. And other's selling me information that GoFundMe didn't tell me I needed? After email after email, opening and reopening my site leaving requests for months without the curtsy of a reply,,???

  

  Business Response

  Date: 01/27/2025

  Were glad you reached out here, *****. GoFundMe offers full customer support via email and live chat, so we dont have a phone number for direct contact. However, you can always reach us through our support page: ******************************************.

  It looks like our team hadnt received any emails from you, so weve reached out to you via email now. Were committed to making sure all GoFundMe users receive the support they need, and we appreciate your patience as we work through this.

• Initial Complaint

  Date:01/18/2025

  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.

  We raised money for my wife that has cancer and they refuse to release the money to us . So basically they are stealing from a dieing cancer patient. All we want is the money people gave to her.

  

  Business Response

  Date: 01/20/2025

  We appreciate you reaching out to us, ******. It must be incredibly challenging what you and your wife are going through right now. There isn't an active fundraiser connected to the email address you provided, so please keep an eye out for the follow-up email that was sent to you regarding this issue. Once we know the correct fundraiser that you are having trouble with, we are confident we can provide you with a resolution. 
  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22829405
  
  ***************************** is the one it was under but I gave you the complaint number that go fund me issued me and all the information is there if you would have looked.  

  

  Business Response

  Date: 01/28/2025

  Thank you for providing this information, ******. We can see that you are still working with our team to resolve this issue. Please continue to follow up with them in your ongoing support request so that we can assist.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22829405
  
  I am rejecting this response because:
  They refuse to release the money after my wife died.  Lots of people gave us money and now they are stealing from the family.  Do not use them. 
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/14/2025

  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.

  A former friend of my deceased husband (***** ******) started a go fund me page for his medical expenses in 2020. My husband was designated as the beneficiary. We received a majority of the funds donated in 2020. The fundraiser was never deactivated by the organizer. In Dec 2023 my husband passed away. There were two donations made to that still active page at that time. Our family never received, nor do we need those donations at this point. I simply want those donors refunded. I emailed GoFundMe and requested they deactivate the page and refund the donations from 2023. They replied back that they couldnt help since I was not the beneficiary (my deceased husband was) and did not deactivate the page and instructed me to reach out to the organizer. This forced me to have to reach out to the organizer and request the page be deactivated, which they did do. I still dont think those donors were reimbursed though, which would be the required step to remediate this situation.

  

  Business Response

  Date: 01/18/2025

  Thank you for taking the time to reach out to us with your concerns.
  
  Our team opened an internal investigation into the account based on the information that was provided on January 09, 2025.
  
  At that time, we found no evidence that the funds were used contrary to the intent on the fundraiser. If you have more information on anything related to this case, please submit any additional evidence within a new report through this claim form for our Trust and Safety team's review.
  
  Thank you for your understanding.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22808217
  
  I am rejecting this response because:

  The business never accounted for what happened to the funds donated after 12/9/23, which is after the date the beneficiary of the fundraiser passed away.

  I simply want the funds returned to the donors who donated after 12/9/23, since the deceased beneficiary did not receive those funds. 
  

  If they can prove those funds were reimbursed to the donors, then this matter is resolved.

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

  ************

• Initial Complaint

  Date:01/14/2025

  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.

  On December ***** a person donated $100 then few days later asked for refund so checked on January 2, 2025 and you can plainly see the $100 was removed.. but they said I owe them $100 so when donations of $40 and $50 came it was not in my account because ********************** says I owe $100 I will send 2 documents showing information on dates and time.

  

  Business Response

  Date: 01/23/2025

  Hello ********, thank you for reaching out. We can see that there was a chargeback for a $100 donation that was made to your fundraiser. A chargeback can happen when a donor contacts their card provider and disputes the payment associated with their donation. Since this donation was already transferred to your bank account, this chargeback dispute caused your GoFundMe account to enter a negative balance.
  
  Please be assured that although the donation which you have transferred to your bank account has been charged back, your bank account will not be debited to cover this. The negative balance on your GoFundMe account means that any new donations which are made to your fundraiser will automatically be used to cover that balance. The two new donations that you mentioned were used to cover part of that negative balance on your GoFundMe account.
  
  We understand this situation is not ideal, but our team is happy to continue assisting you via email on ticket #******** to provide further clarification.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22808165
  
  I am rejecting this response because: it does not tell me I'm getting my money back when it clearly shows right there from amount from December 2024 and from amount of January 2025 that $100 was removed... just look at

  Time...

  Date...

  Amount ...

  on both those evidence... plus the Gofundme is withholding donations of $40 and $50 after the hundred dollars was refunded saying i owe them hundred dollars still.
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 01/28/2025

  Please look at time date and amount.  I can not take money out there account so where did the money go?
  Please see attachments. 

  

  Business Response

  Date: 01/30/2025

  Hello ********, we have followed up with you via email (ticket #********) with a full breakdown of the total amount raised, the amount that was charged back and where your account currently stands. If you have any additional questions, please follow up with us via email so that we can best assist you moving forward.

• Initial Complaint

  Date:01/13/2025

  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 had to go from the account since the middle of December I have repeatedly asked for my funds from GoFundMe account they have asked me to verify my account many a times they continue to ask me to verify my account which I have and they still will not send me or transfer my funds the problem is I was told that when I was locked out of my original email account the one that I started my GoFundMe account with that I could simply update my account. I have verified by sending in my new email updated my new phone number will go fund me and I cannot and have told them in so many emails and I cannot get into my old Yahoo account. And I keep getting emails from them saying do you have access to your old account I keep answering them no I've sent them at least 20 emails stating this to ******* and ***** a GoFundMe account I just sent them my email again with another photo ID like they asked I have supplied them every bit of information and I have not received one dime of my fundraising money I have proof that of everything and I still haven't received one dime of my $300 and I desperately needed my money. All I want is for them to transfer me the money that is owed to me that my friends donated. I don't want to refund or to refund my friends .. I would really like the money just transferred into my account or refunded at this point.

  

  Business Response

  Date: 01/27/2025

  Apologies for the trouble with this and hearing back from our team, Ms. **** We can see you created two different GoFundMe accounts under different email addresses. After reviewing your submitted documents, we were able to reset the phone number on the GoFundMe account. Additionally, we've sent you another password reset link via email which should help you access the account. From here, you'll need to set up bank transfers for each fundraiser that's raised funds. The email from our team contains additional instructions from here, but you can also view this article from our ************ *************************************************************************************************
  
  Please review this email titled, "Message from GoFundMe" and reply there with any further questions or concerns. We'll be there to help.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22805533
  
  I am rejecting this response because: GoFundMe and I need for them to send me the directions again with another link I did try to use the link when they sent it to me and I was unable to access my accounts I need a new link before I can decide whether or not I want to reject or accept this offer
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 02/15/2025

  Hi again, ****. Our team has reached our to you once more with an email titled, "Message from GoFundMe" which contains additional link to reset your password and the steps to set up your bank transfers. You can reply directly to that email if you need any assistance, and our ************* team will be available to support you.

• Initial Complaint

  Date:01/13/2025

  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 daughter set up a gofundme account for my other daughter that passed away, gofundme didnt send us all of the donations in the amount of $2,227.66. We are getting a run around and are not getting the donations back,

  

  Business Response

  Date: 01/15/2025

  We're so sorry to hear of the circumstances that have brought you to GoFundMe, ********. We're sending you warm wishes.
  
  Thank you so much for contacting us about this and our sincerest apologies for the confusion regarding your email thread with us as well as the funds raised. To continue assisting you with this, our Escalated Support team has sent both you and ******* an email directly so we can help from there. Please have ******* respond to our email as soon as they get a chance. Once we've received ********* response, we can provide more information about the donations and further assist both of you with locating any missing funds. We'll be standing by to help.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22804994
  
  I am rejecting this response because: Please see the attached
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 01/19/2025

  Unfortunately, we're unable to view the document you attached to your previous message due to the degraded quality and file size. A member of our Escalated Support team has sent an email to you and ******* detailing the bank transfers that have been sent and providing the next steps in case you haven't received all of the funds. Please send the document from your previous message directly to us on that email thread instead so we can further assist you. If the document contains personal information, please send it to us through the secure upload form that's linked in the last message from us on the email thread, to ensure the security of your information. We hope we can get this resolved for you as efficiently as possible.

• Initial Complaint

  Date:01/13/2025

  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 started a Gofundme account two weeks ago for a friend of mine. They needed his permission to *** the funds to his bank account. They needed directions were unclear and wasnt able to do. I never was able to talk with a person it was all done thru Ray a AI Bot. I then tried to return the money to the donors ($2100). After following the direction with all my information given I pressed the last button and there was no response. There is no way to talk with a person it was i really need your help. These are friend of ours that contributed. Than you for a be help

  

  Business Response

  Date: 01/15/2025

  Hi *****, we apologise for the confusion here. A member of our Escalated Support team has contacted you via email and they will continuing working with you to resolve this issue as soon as possible. Please let them know how you would like to move forward after reviewing their email. Thank you for reaching out.
  
  

• Initial Complaint

  Date:01/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I organized a fundraiser for my friend who recovered from a serious medical ordeal. I want to set up the transfers to my banking account, however the link to Adyen doesn't work. I reached out to GoFundMe on chat for assistance/support to address the issue I have. The chat doesn't operate as live and the dialogues stretched for 4-5 days, instead of immediate response at the same hour-- asking for my phone number, verified code, and email address at separate times. Whoever responded to the chat at the wee hours - midnight, 3 am, or almost 5 am which I find strange, then went back and forth between the chat box and email. I have sent a screenshot of the issue I have on my account with the red box "We are sorry. Something went wrong. Please try again." The point is that not one single person can help with my issue -- instead, they say we can continue via email or chat (be sure to be on the same device) and I have no live person to address this as it's important for me to start up the transfers to get the fund for the person who needs it. There is no phone number to reach GoFundMe. I find GoFundMe's customer service to be very poor and unprofessional. All I want someone from GoFundMe to fix the issue I have to get through to Adyen and get the fund withdrawn as soon as possible.

  

  Business Response

  Date: 01/16/2025

  Thanks for contacting us here. We sincerely apologize for all the initial trouble setting up bank transfers. While we do not have a system in place to offer phone support, our chat system is designed so customers can leave and come back at any time to continue the conversation. We could've assisted you in a more efficient manner and we are very sorry about this.
  
  We are glad we were able to resolve this together earlier this week and all funds have been transferred to you bank account. We truly appreciate you sticking with us through this and sharing your feedback, so we can continue improving the GoFundMe experience to best serve those in need. 

• Initial Complaint

  Date:01/11/2025

  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.

  Started GoFundMe for retiring co worker. Transfer of funds did not work. Transfers were paused. **************** ai chatbot is frustrating. I started my bot chat by disclosing my name and account. Only to be asked for that information after 6 or 7 chat exchanges. Then I was sent a verification code to my email. I went to my email to retrieve it. Returning to GoFundMe my bot chat had been terminated. So had to start over. This is a maddening hamster wheel, that repeats itself until you give up. So I named the beneficiary as account owner. We entered her information it was rejected. We cut her bank account info from bank website, then pasted it to GoFundMe. Rejected!My experience over the past two weeks of transfer attempts, is frustration. You can not speak with a person. After spending many hours trying to get the funds transferred, and seeing numerous similar complaints, I wonder if GFM is INTENTIONALLY delaying these transfers in order to earn interest in the float. Whatever their motivation, it is a tedious frustrating process. My beneficiary has STILL not received her funds. Its been 2 weeks of hours of attempts. HORRIBLE CUSTOMER SERVICE. Needlessly FRUSTRATING TRANSFER PROCESS, I suspect INTENTIONAL DELAY OF TRANSFERS.

  

  Business Response

  Date: 01/13/2025

  We sincerely apologize for the initial difficulty you experienced in contacting our support team, *****. We fully understand how frustrating it can be to seek resolution and encounter challenges navigating our system. Please rest assured that delivering the funds to the beneficiary is our top priority and we'll continue working with you via email to get this resolved as soon as possible. Our payment processor conducts thorough reviews of all accounts to ensure the safe transfer of funds to the intended beneficiary. As a result, their verification steps are stringent. If the submitted documentation does not meet the required standards, it will not pass verification. However, we are here to guide and support you through this process to ensure everything is in order. We recently sent an email outlining the next steps. Kindly locate the message sent to the email address associated with your account and respond with the requested information so that we can continue assisting you. We greatly appreciate your cooperation and patience.