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:01/11/2025

  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.
  

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Withholding of a fundraiser for children after the passing of their mother. Several attempts to resolve the issue, jumping through every hurdle and request they throw at me, and still they will not transfer the funds. The bank account has been verified several times at this point over several weeks, with various methods and still they are discontent. It seems that they are trying to make money on money that is not theirs to keep. This fundraiser has been done for quite some time now, and not one dime has transferred. Shame on GoFundMe!

  

  Business Response

  Date: 01/16/2025

  Hi *****, we're truly sorry to hear about the frustration and delays youve experienced. We can only imagine how difficult this has been, especially during such an emotional time.
  
  In taking a look at your account, it looks like our payment processor needed to verify your bank details to send your funds safely as part of their verification process. We can confirm that youve successfully set up your bank transfers, and the funds are on their way to you. The funds will arrive within 2-5 business days excluding weekends and holidays.
  
  Thank you so much for your cooperation and understanding! If you have any other questions or need help, feel free to reach out to us directly in your existing request (Ticket #********)were here to support you.

  Customer Answer

  Date: 01/23/2025

  It appears with this company, it is a repeated problem that needs correcting. Problem resolved, but not timely, and unnecessary stress. It seems there is a pattern with this very same issue.

• Initial Complaint

  Date:01/09/2025

  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.

  Unable to collect my gofundme funds raised for a car on December 2024. I have raised $550 so far. I have been chatting with a person named *** on the Gofundme site asking help on how to setup transfers. He asked me to change my e-mail address and when I did that my old gofundme page donation showed up and luckily I have a link and screen shot of the one I created recently. I have asked *** numerous for a phone number to contact some and he instructed me to change my e-amail address or username. I called the gofundme at ************** on 1/9/2025 around 9:23and left a message. I need to transfer the $550 as soon as possible. This money was raised to purchase a car to allow me to commute to and from work.

  

  Business Response

  Date: 01/15/2025

  Apologies for the trouble with this and hearing back from our team, Ms. *********** We currently only offer full customer support via email and messaging, so we do not have a phone number to call, but our Escalated team has reached out to you directly with how to move forward with updating your email and withdrawing those funds.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22789618
  
  I am rejecting this response because:

  I would like to keep this complaint open until the funds have been transferred to my account.
  

  Wednesday 15 January at 15:16 - I received an email from ***** stating that "Well need to verify your identity before we can help you access that account with the correct email.". The correct email address is on the account. In addition, their AI called Ray, was giving me instructions to do all kinds of things on my account such as change email addresses, change profile name, etc. and that's when things go  messed up and confusing.
  

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

  

  Business Response

  Date: 01/29/2025

  We're happy to see that your issue has been resolved, ******. If you have any further trouble, please follow up with us in your ongoing ticket #********. Thank you! 

• Initial Complaint

  Date:01/06/2025

  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.

  I had gotten a $600 donation for my sons birthday fundraiser, and they kept my money, I no longer have access to the account and they kept my money.

  

  Business Response

  Date: 01/12/2025

  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 the fundraiser you are referring to. Please refer to that email so they can support you further regarding your account access and more information regarding the fundraiser.

• Initial Complaint

  Date:01/02/2025

  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 am the beneficiary of a GoFundMe fundraiser after our home caught fire and we lost everything. I have attempted to get my bank account information verified multiple times and ways and have continued to have issues. Ive reached out to the ONLY support they have, a chat, and have yet to be helped. As someone who needs the funds its quite frustrating and disheartening that a platform used to help people doesnt have a better way to support those in need in a timely manner.

  

  Business Response

  Date: 01/09/2025

  We appreciate your feedback, Mrs. ****** and apologize for the delay in receiving your funds. While we do not offer phone support, we provide full customer assistance via email and live chat, and we're sorry to hear that your experience contacting our team wasn't ideal.
  
  All available funds have been sent to you and should reach you shortly. For context, our payment partner, ****** uses an automated system to verify bank account details, but its not always perfect. Even if the information is correct, it may not be immediately verified. In such cases, they require a statement or voided check that meets specific requirements to confirm the details and ensure the money is sent to the correct account. This is why the account verification process was delayed.
  
  We truly want all of our customers to receive their funds promptly, and we appreciate your understanding. Please feel free to reach out if theres anything further we can assist with.

• Initial Complaint

  Date:01/02/2025

  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.

  GoFundMe benefit page was set up for hurricane relief with a goal of 40k titled ***** and **** ****** Hurricane Help. Donations were taken in at almost $6k. We have tried feverishly to transfer the funds to no avail! Company keeps telling me I need to edit my story with information that is already there in the story! Used the Ray chat customer service bot over and over to rectify, being told I'd receive emails to fix the problem to which I have not received! Bank account has been verified through third party they use, still nothing. The website is still saying there's issues with ID stuff not matching yet they do! We desperately need these funds immediately and cannot accept the money our friends and family have given us to prevent us from being homeless, yet GFM is holding the funds! I've uploaded bank statements, drivers license, etc. everything! Please hold this company accountable for the business they are running and require a customer service number! Emails go unanswered! I have been assigned the beneficiary of the funds yet cannot access them! **************** is a bot that takes forever with no real answers! Nearing the deadline of funds being returned to donators and it looks like we trusted GoFundMe more than we maybe should have for this important time in our lives when we needed them most!

  

  Business Response

  Date: 01/14/2025

  Hello ****.
  
  Thank you for reaching out to us, and we apologize for any frustration caused here.
  
  
  Our team conducts reviews on accounts in order to maintain compliance with our Terms of Service, strictly enforced policies administered by the payments industry and in order to comply with all relevant laws and regulations. This may result in withdrawal holds or requests to verify your identity.
  
  
  Once we received the necessary information, the temporary hold on your bank transfers was removed, and our team reached out to confirm this on January 02, 2025. A transfer was sent on January 03, 2025, and funds should be deposited to your account on file in 2 to 5 business days.
  
  
  Please get in touch with us if you have additional questions or do not receive your funds. 
  
  With kindness,

• Initial Complaint

  Date:12/30/2024

  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 need help with connecting my charity **** ******* Ministeries with Go Fund Me. I did everything on my end and also connected my ****** fund account so everything should be fine but I keep getting emails from GoFundMe saying that they are having difficulty verifying my ministry. I"ve uploaded all the necessary documents asked for and am still recieving emails saying they need the same info. I tried using the chat function on the website and opened a couple of tickets but I have not gotten help. I would like to speak with someone personally so they can fix this as I'm raising money for my cause but i don't feel confident with the correspondence I've been recieving from GoFundMe on their chat bot or emails. My email address is ****************************** or ******************* My EIN for my ministry is **********. I have an old address on my original documents when i opened up my non profit at ***************************, so I'm not sure what the problem is. I need someone to call me and speak with me to fix this as I am raising money for year end donations and have to get it fixed today. I raised $500 but need to make sure I can take the money out. Thank you. My current address is *******************************************************

  

  Business Response

  Date: 01/07/2025

  Thank you for contacting us about this, ****. We're sorry to hear about the delay in getting your issue resolved. Looking into your account, we can see that your charity is now fully set up and the information from GoFundMe is available to you. Please see the confirmation email that was sent to you on January 3rd. If any other issues come up, feel free to reply to that email again and we will gladly assist you further.

• Initial Complaint

  Date:12/28/2024

  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 recently set up a GoFundMe to get funds to help fix a bus that's been a lemon. GoFundMe has been clowning me around about giving me my $43 and some odd sense on various frivolous reasons and I have given them my ***** bank account routing number and they have my ID and everything else that they would need to approve my identity and they are just calling me around. So I'm giving them this final notice and demand in this complaint. This is a final notice in demand letter of intent to sue. They have 10 days resolve this matter and then I'll be taking these matters into small claims court and they can mail me a check to my general delivery address ***********************. This is total nonsense okay? There's no reason for them to be clowning me around having me chased my tail over $43.

  

  Business Response

  Date: 01/07/2025

  We're sorry for all the trouble here, Mr. ********* and do want to make things as easy as possible for you moving forward. After looking further into your account, it looks like our payment partner originally tried to deliver the funds to the ***** account you provided on December 12. However, it appears that your account number was mistyped, so the transfer was not able to be completed. Our team just sent recently sent you additional instructions on how to connect your bank account once more. Once the bank account is connected and our payment partner is able to verify, funds will be sent out within the next 24 hours. As long as the information is correct, you should receive the funds within the transfer timeline. If there's anything else our team can do to help, please let us know in our email correspondence with you.

• Initial Complaint

  Date:12/27/2024

  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.

  I have been helping raise money for a family in need using gofundme. Their survival relies heavily on this funding. On November 22nd, I was contacted by gofundme stating the account had been placed "under review." They wanted to check who I am, the recipients for the money and how the money is being used. I was under the assumption this problem would be solved within a week or so. I have provided them with all the information they have asked for. There always seems to be another random question they need to ask, another email to answer. Seeing that it's been a month of back and forth with no end in sight, I found the BBB. Gofundme is holding what I assume to be around $1000 from this family. There is no phone number I can call and I am not able to physically visit one of their offices. All I want is for the money that hardworking people donated to go to the intended recipients. Gofundme should not be allowed to hold their money for this long.

  

  Business Response

  Date: 01/04/2025

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  Our team conducts reviews on accounts to help ensure they are compliant with all applicable laws, strictly enforced policies from our payment partners, that fundraiser organizers and donors are protected, and that funds are delivered safely and securely to their intended recipients also known as beneficiaries. This may result in withdrawal holds and we apologize for the frustration.
  
  Please keep an eye on your inbox for an email from our team detailing the status of your account review as well as the next steps. We appreciate your patience and understanding.
  
  Kind regards,

• Initial Complaint

  Date:12/22/2024

  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 donated $75.00 to a cause on Go Fund Me plus $2.00 for a tip. They took $77.00 out of my acct twice. When I asked them to refund one of them they said neither one cleared my bank. They did clear my bank. They were both posted on the womans page that I donated to. Go Fund Me has no phone so you can only talk to anyone through chat or email. I responded to the email they sent me saying the money never cleared my bank but the never responded back. You have to get a code from the live chat in order for them to email you and they wouldnt even send me another code. They cut off communication completely. I sent them a pic of my bank statement but they ignored it. I want a full refund. The name on the debit card I used is **** ******* and it was for ***************** This was around December 10. I used my name and email address.

  

  Business Response

  Date: 12/30/2024

  Hello *****, we apologize for the trouble with this. We issued a refund for the duplicate donation ($75 donation + $2 optional tip) on December 25. The funds will return back to the form of payment that was used within 3-7 business days from that date. If you have any additional questions for us, please follow up with us directly via the ongoing email conversation so that we can best assist.