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:12/20/2024

  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 created a gofundme for my employee on December 3rd, 2024. Due to the generosity of our colleagues this gofundme hit its funding goal in a day and is currently sitting at 156% of the funding goal. This is great and would be incredibly impactful for the affected employee. The nightmare comes with having to verify the remittance account using ********************** and their payment processor, *****. We have uploaded several documents to verify the account, at ********************** request had those documents notarized and reuploaded. Still the account won't verify and the funds remain locked in Gofundme's control. Gofundme has offered zero support beyond an AI chatbot and I have spent HOURS waiting for a gofundme representative. When one does actually reach an employee we are told they are working on this and will provide an update. No update comes. No follow up is given and an innocent man faces eviction during the holidays while the funds to assist him remain in gofundme's control. Most infuriating is gofundme's fee structure of 2.9% and 30 cents a donation. This amount on our fundraiser alone accounts for $525 in fees while offering ZERO customer service, ZERO follow up and seemingly zero concerns for the difficulties, especially concerning older clients, of using their platform. The levying of those fees and lack of customer support is an immoral and unethical business practice preying on the needy to pad their operating bottom line. Shame on Gofundme.

  

  Business Response

  Date: 12/30/2024

  Hi *****,
  
  Thanks for contacting us here and I'm very sorry to hear about your experience.
  
  Our payment processor has stringent requirements for bank documents to ensure the secure transfer of funds to our customers. Our team provided a list of acceptable documents and their requirements. Subsequently, multiple bank documents were uploaded, but unfortunately, they were rejected due to non-compliance with the requirements or being for a different bank account. Rest assured, I can confirm that your account is now fully verified, and all the funds were successfully transferred. Moving forward, as more donations are received, we will automatically process and send them to your bank account. 
  
  Kindly,

• Initial Complaint

  Date:12/19/2024

  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 recently sat up a gofund for a sister who just passed without life insurance. We have reached our goal, yet cant get the funds for days or perhaps look weeks if its left up to gofund. They wants to send out transfers of the money piece by piece and state each of those transfers may take 3-5, maybe x10 business days. We dont have x10 days, because the funeral home can only hold the body for x10 days. I never knew how gofund works, but would have never used it, if I knew it would take days or weeks to get the funds that others gave to you, and at a time like this, you dont need the extra stress. This info should be told to you upfront, that it will take that long to get the funds. If you give your bank info, that money should be able to transfer within hours, not days. If *******, ***** and other apps can transfer funds that quick, why cant gofund. Thats ridiculous. Why would you set up a gofund for funeral money, if you thought that you wouldnt get it for weeks? I will definitely never, ever use it again and will never recommend it. I could have met friends and family at diff locations to get the money faster if I had known this. The funeral home will charge us an extra $100 a day after the 10th day holding the body and we dont have that kind of money. Why else would we do a gofund, truly a ripoff!

  

  Business Response

  Date: 12/30/2024

  Hi *****,
  
  Im so sorry to hear of the circumstances that have brought you to GoFundMe and I'm sorry for your loss. On behalf of the entire team, please accept our sincerest condolences.
  
  Our payment partner sends funds to your bank account as they are being processed. Once the funds become available, we'll schedule a transfer and you'll receive the money in 2-5 business days. This information is publicly available on our ************ We also notify our customers of the transfer timeline when they set up bank transfers.
  
  I can see that all funds have been successfully transferred as of December 20th. If you have any other questions, please respond directly in your support ticket #********.
  
  Kindly,

• Initial Complaint

  Date:12/19/2024

  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.

  December 1st I set up a GoFundMe site for myself. It was for a almost disabled person needs help to fix truck and it was set up by myself ***** ******** My two brothers and three friends donated which totaled up $250. I went back to the site to transfer my funds to the bank and I couldn't do it. I complained to the GoFundMe and they told me I must have deleted it. Now they will not give me my money or let me have access to it all. I have other pictures proof it's still there but I cannot get into the account. It may have been deleted but why would I delete it if I need the money so bad. I believe they're just trying my money. I do have or can get other pictures to share of my whole profile page and the people that donated to chose the amount of money.

  

  Business Response

  Date: 12/23/2024

  Thank you for sharing your feedback, Ms. ********* We understand youve been working with our team to access your fundraiser but are unable to recall the associated email address. Please continue following the instructions provided by our team to regain access to that account and complete transfer setup. We appreciate your cooperation and are happy to continue working together towards a resolution.

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My niece ******** ***** created a Go Fund Me account on 7-13-24 For my son ****** *******. My son had been in a very bad dirt bike accident that left him in a wheel chair and a paraplegic. She started this to help raise money to help pay for accommodations to make things adaptive for him. This has raised nearly $7000. My niece started it from her own email and had to use her thumbprint for it. So I am the mother of ****** ******* of whom the money was to be transferred too. We have tried multiple times with starting with my husbands account and after multiple attempts we changed it to my personal account. After approx. 2 months still nothing. My niece whom started the account changed it to her personal account since it was started from her. Still now signs of transfer. No communication from Go Fund Me. I feel bad for all the people that donated and will continue to donate if this is what Go Fund Me is about. Please reach out to me. Thank you

  

  Business Response

  Date: 12/18/2024

  Hi *****, 

  Firstly, we would like to say we are so sorry to hear about what your son has gone through this year. One of our Escalated Support Specialists has been in touch with your niece and they are currently working on this issue. They will continue to stick with ******** until the issue is resolved. Please ask ******** to reach out with any further questions she may have in that ongoing conversation. 

  Customer Answer

  Date: 12/18/2024

  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:12/17/2024

  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 accidentally donated more money than intended and I was told by GoFundMe Support that I would be refunded no later than 12/12/24. I was not refunded and when I contacted them again, I was told the matter would be looked into that there was a discrepancy. I have not received my refund, nor a clear explanation.

  

  Business Response

  Date: 12/23/2024

  Hi *****,
  
  
  I sincerely apologize for the inconvenience caused by the miscommunication on our end. We have refunded your tip amount. However, we were unable to issue a refund for your donation since it had already been transferred to the fundraisers beneficiary.
  
  
  If you have any further questions or encounter any issues, please follow up on the ongoing message with our team. Thank you for your understanding.

• Initial Complaint

  Date:12/15/2024

  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 donated through go fund me and they charged my credit card three times. They denied they had done this and I finally contacted the credit card company to get my money back. There are thieves working there.

  

  Business Response

  Date: 12/16/2024

  Hello, Ms. ************ We are very sorry for the inconvenience caused. When the refund request was submitted, the donations had already been transferred to the beneficiary of the fundraiser and this is why a refund was not issued at that time. After reviewing this issue, we can see only one duplicate donation, and looks like you have already disputed it with your bank. A refund has been granted by them and you should receive the money back soon. We recommend contacting your bank if you don't see the funds in your account yet as they should have more information on when you should expect the refund. We are here to help, if there's anything further we can do for you.

• Initial Complaint

  Date:12/14/2024

  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 initially donated $119.00 October 14, 2024 to help with helicopter fuel for *******************************. A day later, after thinking about their requirement for close to a 20% 'tip", I requested a refund. I received no response from GoFundMe until my credit card company contacted them when I filed a dispute for no refund received. I have attempted to communicate with GoFundMe over a dozen times with less than 3 responses from them and each of those say refund has been made. They 'say' they refunded my donation and when it has never been received in my credit card, they say it is the fault of my card or my bank that hasn't provided my funds back to me. It is now mid December with no refund and no further communication.

  

  Business Response

  Date: 12/19/2024

  Annbrooks, thank you for reaching out and sharing your concerns. We sincerely apologize for the delay in hearing from our team regarding the initial refund request. Thats not the level of service we aim to provide, and were committed to doing everything we can to assist you moving forward.
  
  In addition, we wanted to let you know that leaving a tip is certainly not mandatory. When donating, the tip amount can be changed to 0 by adjusting the slider under Tip GoFundMe Services. Weve taken some time to investigate what happened and see that a chargeback was filed with your credit card company on November 4, 2024. Since your bank is handling the dispute, please check with them for updates on the refund status. The funds are now with your credit card issuer, not our payment processor.

  If you need further support, feel free to reply to your existing support request (ticket #********). Were here to help!

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22687351
  
  I am rejecting this response because I have been working with my credit card company through this whole process and no refund has been or was ever received from GoFundMe and their customer service is close to nonexistent only delays and promises of 'looking into it' and 'getting things straight' which to date has not happened.  Receiving an email from them saying they have refunded the funds with no funds ever showing up on my card is really questionable to put it mildly - their responses (of which I received very few) was that it is the fault of my bank...
  
  Sincerely,
  
  Annbrooks *******

  

  Business Response

  Date: 12/30/2024

  Annbrooks,
  
  I completely understand concern and I'm sorry again for the delay. Regarding the refund email, this was sent automatically when your bank initiated the charge back. This indicated that the bank had taken the funds back and you must work with them directly for the status of the refund. Our payment processor no longer holds your funds.
  
  If you have any other questions, please reply to your existing support request (ticket #********).

  Kindly, 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22687351
  
  I am rejecting this response because:
  
  Sincerely,
  
  Annbrooks *******

• Initial Complaint

  Date:12/13/2024

  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.

  GoFundMe had transferred $235 and we had received that money and everything was fine. I campaigned for more donations and over $1600 was donated within two days and all of the sudden GoFundMe wouldn't transfer the donations and claimed that I needed to reverify my driver's license and bank account info. I uploaded front and back of my driver's license and uploaded a screenshot of my bank statement which included the name of the bank on the right hand side but the bank logo wasn't viewable and via email they claimed that this was the issue even though the bank name and address were clearly visible on the uploaded photo. I then went to the bank and took a photo of the printed out statement from the bank and included the logo at the top and my last 4 of my account number, my name and the date that was within 30 days of upload. After I uploaded the new document I stopped receiving emails from them after I had sent three emails regarding this issue. I also uploaded the new document inside the GoFundMe account through the Ayden system and emailed it directly to the man ****** who had previously returned my email and told me the issue with my bank document. Still no response as of the next day. It has been over a week trying to get the money people have donated.

  

  Business Response

  Date: 12/16/2024

  Thank you for contacting us about this, *****, and our sincerest apologies for this process taking longer than we'd hoped. In taking a look at your conversation with us, we can see that you have indeed sent acceptable photos of your ID. Our payment processor's system is having trouble verifying the document, so we've reached out to their team directly in order to get this resolved for you as soon as possible. Our team has emailed you directly to explain this in further detail and we plan on following up with you once we receive a reply from our payment processor. If you need anything else from us while we wait to hear back from them, please don't hesitate to reach out to us directly. We appreciate your patience and understanding in the meantime, especially given the urgent circumstances. We will do everything we can to get this resolved for you as efficiently as possible.

• Initial Complaint

  Date:12/11/2024

  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 writing to complain about GoFundMe. I have been emailing GoFundMe back-and-forth inquiring information on how to withdraw my donations. The organizer to the GoFundMe account has done her due diligence to set me as the beneficiary. I uploaded required documents verifying who I am as well as my email address. Now its saying they cant verify my bank information. I have yet to have anyone get back with me or the organizer and we have been inquiring information since November 23.

  

  Business Response

  Date: 12/20/2024

  Hello Ms. ******* our Escalated Support team has reached out to you via the original ticket number with your organizer to further clarify what documents are accepted and the requirements. Please refer to that email to get those funds sent to you as quickly as possible. 

• Initial Complaint

  Date:12/09/2024

  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.

  My daughter set up a GoFundMe to assist in funeral arrangements for my son who was murdered on 11/17/2024. We had a hard time getting back account details to be accepted. We spent about 4 hours a day for 6 days. Finally got it accepted about 11 days ago and it still is pending. I've had to reschedule my sons funeral 2x now. No one has responded to our emails or online chat. And if course you can't contact a live person.

  

  Business Response

  Date: 12/13/2024

  Hi *******,

  We appreciate you bringing this to our attention. Were sorry to hear about the issues you've experienced with your transfers set-up. A member of our Escalated Support team reached out to the email address you provided to help further.

  Please refer to that email conversation (********) so we can address any outstanding issues you are facing.