ComplaintsforGoFundMe

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year, ***** ******* created a Gofundme for my sister, ****** ****** whose husband passed away after a terrible battle with cancer. The donations were stated to go to "help ****** with ******* funeral expenses and expenses to do something to help ****** during this tumultuous time." But then there was a falling out between ***** and ******. ***** did NOT end up giving ****** any of the funds, but rather donated them to *********************************************. I generously donated $300 ONLY because the money was to go to my sister. A bunch of my friends also donated to THIS cause. Although the donation to the hospital is a fine cause I would NOT have donated, if I knew that was where the funds were going to. I wanted and expected my money to go to ****** for her own use, as that was what the Gofundme was set up for. I don't even know if the funds actually went to the hospital. I complained to Gofundme a few times, but they said it was legitimate and would not refund me -- they barely responded, in fact. So, I am requesting your help. I've attached the original Gofundme posting and the revised one that was posted ONLY after everyone already donated to ******.

  

  Business response

  09/13/2024

  Hello,

  
  

  Our Trust and Safety team is currently reviewing your claim and has opened a new investigation into the account based on the information that was provided. You can expect to receive an email from our team directly regarding the status of this review.

  
  For complete details and limitations please feel free to review our policy here: ********************************************************************************

  
  Thank you for your understanding

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  GoFundMe said the refunded my money, they did not.

  

  Business response

  09/01/2024

  Thanks for contacting us here, *******. Taking a look, it seems you replied to an automated email that was sent to an unmonitored inbox, so we apologize for not getting back to you. 

  We have just followed up with you in ticket #******** to assist you in locating your refund, so please continue to work with the specialist there. We're standing by to help. 

  Customer response

  09/03/2024

   
  Complaint: 22225186
  
  I am rejecting this response because: nobody has contacted me about this not by phone or email

  I am writing several letters to some of the officials. Thank you for your help
  
  Sincerely,
  
  *************************

  

  Business response

  09/04/2024

  Hi *******,
  
  We currently offer full support via email and live chat. We sent an email on Monday to the address you provided, so please search your inbox and spam folders for ticket #********.
  
  If you don't see it, you can always connect with us directly at support.gofundme.com. We're standing by to help. 

  Customer response

  09/04/2024

   
  Complaint: 22225186
  
  I am rejecting this response because they said that they sent me an email, never was sent. I went to chat and hope to get a response. I also sent letters with home address and email: ******************** I am 80 years old dont remember how I donated, might have been ****** which I do not use  any more.

  and thank you BBB for trying to help me
  
  Sincerely,
  
  *************************

  

  Business response

  09/10/2024

  Hi ******* - we have sent you an email about this, so please check your spam/junk folder if you do not see it in your inbox. If you still cannot locate it, please get in touch with us at support.gofundme.com so that we can confidentially discuss your account. Thank you for your cooperation. 

  Customer response

  09/13/2024

   
  Complaint: 22225186
  
  I am rejecting this response because: They never sent me an email or answered my letters, tired of them not being honest. But they have a terrible system. Nobody to talk to . Been waiting since June to get the money back. just close the case since I am wasting my time.

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

• Initial Complaint

  08/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We made a donation for a friend in need to Gofundme. They added an administration fee which we fully understand and expect. However, the site has an automatic 17% tip included as well. This is not only unethical but fraudulent as well. They are profiting from the tragedy of others. Are you aware of this practice? Please let us know what can be done to stop this practice?

  

  Business response

  09/04/2024

  We apologize for any confusion or trouble this has caused, ******. Tipping is always optional and the amount can be changed to "0" if donors don't wish to leave a tip. To clarify, when donors choose to give GoFundMe a voluntary tip as they make a donation, they allow us to improve and operate the platform so even more people get the help they need.
  
  We can certainly refund the tip for you. Our team has reached out to you in Ticket #******** to assist further. Should you have additional questions, you can respond to that email thread.
  
  Thank you.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  If there was anything less than 1 star I would give it that!! Get an email that I am being refunded for a donation I never made to something I have never even heard of!!! Get on the chat and the *** I am chatting with says she has deleted my account, which is essentially what I was trying to do, by the end of the chat conversation anyways! I request something to verify that my account was in fact deleted, as my payment method is in my account. They proceed to say that payment methods arent stored and my info was not leaked through GoFundMe platform. said I need to contact my card company. I said my card issuer would have contacted me of an unusual charge!! They stated they cannot verify that they have deleted my account in any other way than saying it on this chat. I am furious! You cant send me an email or a screenshot or SOMETHING to verify my account was in fact deleted!! Not buying it!!! Its 2024!!! You can verify that you closed an account in one way or another!!! Again I am furious & I will NEVER use this platform again FOR ANY REASON!!!

  

  Business response

  09/04/2024

  
  
  Thank you for getting in touch, we appreciate your feedback and apologize for the experience here, *******.
  
  
  You can request to delete your full information through this link: *********************************************** Our Privacy Team will be able to take care of your data and remove everything for you.
  
  
  Our company takes your privacy and data very seriously and has followed up with you to remove the data completely from our platform. We followed with you in the ticket #********
  
  
  Thank you. 

  Customer response

  09/04/2024

  Better Business Bureau:
  
  The business has reached out to let me file a complaint within their platform. I am hopeful this completely resolves the issue here  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thanks to all for your effort in resolving this issue.

   

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

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I started a Gofundme fundraiser for my family 6/2/24. The fundraiser was initially for evacuation and support from **** but since the crossings have been taken over completely, we updated the fundraiser for just support (food and water purchasing). I was emailed an auto generated email about pausing transfers and needing more information about the recipients, city, and method of money transfer. I figured I had some time since their website said 3-5 days for a response back. Ive emailed back the response questions 3 times now with no response at all. On a recent online thread, someone had said that ***** at Gofundme had responded to them saying that they had essentially abandoned the customer support email because it got overwhelmed with lots of emails. Email is literally the only way to contact Gofundme about these questions regarding the hold. I have to wonder if this thread was accurate about this because we are well beyond 5 days waiting for a response back. We raised $2,200.00 for my family and we just want consistent correspondence within the companys timeframe of 3-5 days. Ticket #********. I just want someone to respond to my ticket and have the hold removed since the information requested was provided.

  

  Business response

  08/30/2024

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  Our team conducts reviews on accounts in order to maintain compliance with 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 and we apologize for the frustration.
  
  Upon further review of your fundraiser, we have lifted the precautionary hold on your bank transfers. A transfer has been sent and funds should be deposited to your account on file in 2 to 5 business days from the date of transfer.
  
  Please get in touch with us if you have additional questions or do not receive your funds.

  Customer response

  08/31/2024

  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

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 31st, 2024, I started a GoFundMe campaign for a family in ****. The goal of this campaign was to raise enough funds so that the family could evacuate when the Rafah crossing reopens.The very next day, on August 1st our campaign was put under review, which meant the ability to transfer money was paused until I provided the additional information that they had requested in the email they had sent. [Ticket #********]So, I quickly replied back on that same day and I was told that they would reply in 2-3 business days. Those days pass so on August 4th, I open another ticket to resubmit (and correct) the information, and I still hear nothing back. [Ticket #********]On August 10th, I realized that the information that I provided to Stripe did not match my bank, and when I fixed that I was prompt to send my bank statement, which I did. I was then told by the team that they would reply back to me in 2-4 business days, which they have not. Throughout this time I have sent follow up emails and talked to unhelpful agents via their chat function, but no one has reviewed my case and the ability to transfer the funds to my bank account is still paused. All I want at this point is a response, but GoFundMe will not communicate with me on this matter.

  

  Business response

  08/30/2024

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  Our team conducts reviews on accounts in order to maintain compliance with 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 and we apologize for the frustration.
  
  Upon further review of your fundraiser, we have lifted the precautionary hold on your bank transfers. A transfer has been sent and funds should be deposited to your account on file in 2 to 5 business days from the date of transfer.
  
  Please get in touch with us if you have additional questions or do not receive your funds.

• Initial Complaint

  08/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I created a Gofundme fundraiser to help raise money for a family in dire crisis. We were able to raise over 2400$ in funds through our community on Instagram, but Gofundme has locked the fundraiser and has held the funds, so we are unable to distribute them. On August 8th, we received a request from Gofundme for further information to verify our fundraiser, and provided all information promptly and completely on August 9th, but havenow not received a response in over a week and are still not able to access or send the funds as Gofundme has frozen the fundraiser. This delay is beyond unacceptable and life-threatening for those we are trying to aid in emergency. This family is in a desparate situation, under multiple health crises and bombardment, and needs these funds ASAP for their safety and wellbeing. Gofundme has not responded to repeated requests for escalation or clarification on the verification hold. I am filing this complaint to demand that Gofundme accounts for this life-threatening delay and disburses the funds raised immediately so that we can ensure it goes to those who need them in time.Gofundme Ticket #********

  

  Business response

  08/26/2024

  Thank you for reaching out to us. We apologize for the delay given the urgent circumstances.
  
  Our team conducts reviews on accounts in order to maintain compliance with 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 and we apologize for the frustration.
  
  Upon further review of your fundraiser, we have lifted the precautionary hold on your bank transfers. A transfer has been sent and funds should be deposited to your account on file in 2 to 5 business days from the date of transfer.
  
  Please get in touch with us if you have additional questions or do not receive your funds.

  Customer response

  08/27/2024

  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.

  However, I strongly urge GoFundMe to adjust their verification period. A verification period of over a week for a fundraiser for an urgent emergency is unacceptable, especially without receiving any response or update in the interim.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A GoFundMe account was opened "In Loving Memory of **********************************. $3050.00 was transferred from GoFundMe to ******'s son's account. An error was made during the entry of the bank info (2 numbers transposed) and even though the names did not match, GoFundMe still transferred the money into the wrong account. Since that time, with EXTREME difficulty *** agreed to refund two small transfers, but REFUSED to return Transfer Amount: USD *******. In fact we have received nothing back. The *** site explains that a transfer takes 2-5 business days so that they can verify that the money is being properly transferred. Their system checks failed and they are refusing to take responsibility. They try to deflect the responsibility onto the banks and onto the consumer. They administer this entire process and they should act responsibly, ethically and exhaustively until the money is returned.

  

  Business response

  08/21/2024

  Thanks for contacting us here, ******, and we're sorry to hear that a typing error caused funds to go to an different account.
  
  For some context, GoFundMe doesn't directly handle the money raised on GoFundMe fundraisers. Rather, our payment partners take care of donation processing and sending money to our organizers and beneficiaries. We did all we could to recall the funds, but the attempt was denied by the partner bank.
  
  Unfortunately, neither GoFundMe nor our payment processor is able to provide an LOI. The only documentation we can provide are the bank transfer letters that were previously sent to you. Please continue to work with your bank on recovering the funds on their end. Thank you for your understanding and cooperation. 

  Customer response

  08/23/2024

   
  Complaint: 22138142
  
  I am rejecting this response because:

  At GFM's request I contacted my bank and secured the letter attached. GFM requested that the bank confirm the funds were not on hold and were received into a different account. My bank also requested a letter of indemnification from GFM in order to take any further action on the matter. GFM provided the transfer information from their bank so our bank could find the transfer (this was not requested and not needed), they disregarded our request for the letter of indemnification. Our bank cannot proceed without it. I would also like to point out that GFM has a banner on their website that says, and I quote "Go Fund Me Giving Guarantee' We guarantee you a full refund in the rare case that something isn't right.' This is what I am looking for and failing to get from them.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/25/2024

  Hi ******,
  
  By creating a GoFundMe account and fundraiser, you agree to our payment processor's rules, regulations, and processes. Unfortunately they are not able to provide an LOI for the typo in your account information. The GoFundMe Giving Guarantee applies to donors and beneficiaries, and you can view the full policy here: ********************************************************************************
  
  Thank you for understanding. 

  Customer response

  08/30/2024

   
  Complaint: 22138142
  
  I am rejecting this response because:

  No explanation is given for refusing an LOI, this is a standard request so that banking institutions can prove they are making valid adjustments for valid reasons. The benefactor never received their money, so your guarantee stands. Please issue an LOI so the bank can handle the matter or refund the money to the benefactor. It is not acceptable to just say... sorry, can't help.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I receive emails from Gofundme after I have donating to multiple organizations, however, they have no unsubscribe options and have been emailing me daily with emails to donate further and no one can take me off the email list. There is no unsubscribe option. No matter what I say to reach out no response from them.

  

  Business response

  08/20/2024

  Thank you for contacting us here, ******, and we're sorry for any trouble. We do not see any account, support requests, or donation history connected to the email you've shared with us.

  You can always request to unsubscribe from GoFundMe emails here: ***********************************************

  If you have any further questions or issues, please reach out to us directly at support.gofundme.com and we'll be happy to assist. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I created a GoFundMe regarding my recent situation (started 6 months ago) where after online scams and social media corruption I lost my job, home, car, dogs. I was almost homeless overnight due to these injustices. I am reaching out to the community for help financially since I have nothing left after draining my 401K and am unqualified for UI or Disability. However, people have been unable to donate to my cause. I have received no notifications of any foot traffic nor donations. I believe the Organization is trying to silence my situation. I need the Community's help. This is going against my civil rights in regards to the first amendment, Freedom of Speech. Please look into this ASAP as I have nothing. https://********************************************************************************************************************************************************************************************************* Hey, what's up? GOV/SOCIAL MEDIA STOLE MY LIFE!! I'm trying to rebuild from nothing—no money, job, car, or home—so any little bit helps and will be paid back when I'm back on my feet. Please click the link below to donate or share it if you can, I really appreciate it.

  Customer response

  08/09/2024

  I posted a GoFundMe on 7/26/2024. I had not been receiving any notifications/donations despite advertising it. I made a donation MYSELF to see what would happen and it looks like it isn't POSTED yet!!! I need this posted ASAP and reimbursed for all the potential lost donations I've missed.

  

  Business response

  08/18/2024

  Thanks for getting in contact with us today, Loren, and we're sorry to hear of the circumstances that brought you to GoFundMe.
  
  Please keep in mind that GoFundMe is designed as a do-it-yourself fundraising platform. Success is dependent on reaching out to those you know and having them donate and share your fundraiser further. GoFundMe is not able to find donors for you or give you money. In the times we've seen strangers donating to strangers, the organizer has done an excellent job sharing with those they personally know first.
  
  In order to receive donations, you will need to set up bank transfers. You can find a step-by-step guide here: https://*************************************************************************
  
  If you have any other questions, please follow up with us directly in your ongoing ticket (#********). We're standing by to help. 

*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. ↩