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:05/02/2025

  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 had a Gofundme account, in which $350 was donated. Gofundme had sent out a total of $339.25 sent to me but they had sent it to the wrong account. It's been over 2 weeks since this happened. I've been consistently sending updates, including back statements and personal info. They still have refused to credit me and at this point I am about to pursue this with attorney's and have filed a police report. There is no excuse for this horrid behavior and lack of urgency on this fraudulent based company.

  

  Business Response

  Date: 05/08/2025

  We're sorry for all the trouble and to hear of what you are going through, Ms ********* We've sent you an email with the next steps, and we're confident we can resolve this together. We appreciate your continued cooperation and we'll be keeping an eye out for your response so we can work with you to resolve this as quickly as possible.

• Initial Complaint

  Date:04/22/2025

  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.

  In April of 2025, I reached out to go fund me email support telling them I accidentally changed my personal profile URL to my fundraiser name, and I asked if they can change my personal profile url to my name. Instead, they changed my fundraiser url to my name and I told them this was not what I asked, and after almost a week, multiple emails, multiple people responding, no one has reverted my fundraiser from having my personal name on it. One lady said she will help me, and its been days since I heard from her. They did not do what I asked. I made it clear I do not want my fundraiser to have my name because it is for another family the I am helping and it will look weird and suspicious to have my name on the url instead of what the fundraiser is for. Still no response. Customer support via email is not good if they will confuse what you are asking and do opposite of what you are asking. So frustrated.

  

  Business Response

  Date: 04/29/2025

  Thank you for contacting us here, *****. We are sorry to learn that updating your fundraiser and profile URL took longer than expected. We see that your issue is still actively being resolved, and that you were in communication with our team earlier today. Please rest assured that our team is working to provide a resolution as quickly as possible. If you have any questions in the meantime, please follow up in the most recent email from our team. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23236588
  
  I am rejecting this response because:
  although I appreciate the response and that someone finally fixed my personal profile url after a week of multiple emails and high wait times and confusion, the fix for my fundraiser url is still not complete. On top of that, there is a huge problem with the live chat leaving me on hold for over 24 hours, after I was told they would help me and for me to stay waiting, they left me without a solution or even a comment to say it will take more time. GoFundMe needs to audit their live chat because it is unacceptable how they left me. Also how the email customer support changed my fundraiser URL without my permission when I asked them to fix my personal url. I will never use GoFundMe after this experience and I recommend anyone to look for other options because if you need customer support, as nice as they may seem, and as relieved i am to finally see a solution almost to completion, it was very frustrating, stressful, shocking, appalling, and this is not good, especially in a time of a lost dog who is family, or a sick or dead family memberGoFundMe should do better. Provide live chat with a timer, require them to give updates. A lot of needless suffering can be prevented if they fix this and make sure before they make any changes, that they confirm this is what the customer wants.

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

  

  Business Response

  Date: 05/07/2025

  Thank you for contacting us here, *****. We are sorry to learn that updating your fundraiser and profile URL took longer than expected. We see that your issue is still actively being resolved, and that you were in communication with our team earlier today. Please rest assured that our team is working to provide a resolution as quickly as possible. If you have any questions in the meantime, please follow up in the most recent email from our team.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23236588
  
  I am rejecting this response because: they did not address the long wait time of over 24 hours on their live chat. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/20/2025

  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 March31, I first received notice of a suspension of transfers from the GoFund Me fundraiser I created to help the children of a dear friend, who passedsuddenly. I have not been able to receive any money from the fund since then. I tried several times to upload the bank verification requested. I kept being told that what I sent was insufficient. I have just been contacted by the third ************* representative regarding this issue. Both of the previous representatives assured me that they would resolve the issue and that the suspension would be removed within 1 to 2 business days following receipt of my account verification documents, which I ******** the third representative has written that it will take more time to resolve the issue. The children I created the fundraiser for have NO MONEY with which to buy food or pay utility bills. I must tell them that I cannot give them any of the money their mother's friends have donated for theircare. I have been working for three weeks to regain access to these funds and still have not succeeded in making any progress. .I understand that GoFundMe pays a third party for its account verifications service, so I cannot contact them directly. However, when an issue such as this arises, it is incumbent on GoFundMe management to ensure that all such issues are resolved for the customer, and this has not been done.

  

  Business Response

  Date: 04/24/2025

  Thank you for contacting us about this, *****. We're sorry to hear about the ongoing trouble you've been experiencing. In taking a look at your account, we're seeing that you've since opted to add a beneficiary to transfer the funds instead due to the name discrepancy on your documents. If your beneficiary is having trouble accepting the invitation and setting up bank transfers, please follow up on the ongoing email thread with our team so we can further assist. We want to make sure these funds are received, especially during such a difficult time, so we'll be standing by to help.

• Initial Complaint

  Date:04/18/2025

  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.

  I had raised money for a person who was homeless in January, it is now April and I have not been able to receive the funds. My beneficiary for this has submitted his ID and bank account and it has all been confirmed. The money has been on hold and GoFundMe refuses to release it, this is someones life you are holding back. GoFundMe has been extremely difficult to work with and sends automated email responses, please release the money. This should have been a quick thing, not 4 months.

  

  Business Response

  Date: 04/28/2025

  Thank you for getting in touch. We sincerely apologize for the delay given the urgent circumstances.
  
  Our Risk team requires information to ensure customers are protected and our Terms of Service are upheld. This may result in withdrawal holds and we apologize for any inconvenience caused.
  
  In this case, we can confirm our team has completed its review of your fundraiser. For assistance with transfers to your account on file, we have sent your query to our ************* team for further assistance.
  
  Please use the existing email thread to follow up, if you have any further questions or concerns.
  
  Kind regards,

• Initial Complaint

  Date:04/18/2025

  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 page for a family I've known for 12 years leave ***** since they are Christians and Aliwates and the new regime are killing these religious groups now in *****. They are accepted to live in ****** and the funds from family and friends is for the family to resettle. After raising the funds I followed the instructions to transfer the funds and then GoFundMe shut down the link and said it's under investigation. Initially, the funds would be transferred to me (which is fine as per the instructions) then I would deliver or fund the family. They now have all the government documentation and a bank account which I can send all the funds. I have provided GoFundMe with bank accounts, passport information, Rwanda identification and no additional response. If I don't fill out the system by May 15th they refund all the money raised... which I have no access to contact the donors to let them know what is going on. Plus, many made donation anonymous. This family needs my help to establish them in the new country. I met them in ****** three days after the arrived and helped with housing and other introductions to a new country. No responses have been received from GoFundMe after complying with all the requests.

  

  Business Response

  Date: 04/27/2025

  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.

• Initial Complaint

  Date:04/18/2025

  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.

  I started a go fund me a few weeks ago to help fund cost for my high school cheerleading team. For the past week I have been trying to get the funds transferred to my bank account and its not working. I have spoke with that customer service bot, followed all the steps and it still wont release the funds.All my bank account information is valid. Go fund me keeps saying I need to provide more information. I have uploaded my ID and banks statements. This is ridiculous and embarrassing. I just want the money. I will not use this platform in the future.

  

  Business Response

  Date: 04/28/2025

  Hello ****.
  
  Were really sorry for the frustration caused. We understand how important it was to access your funds, especially for such a meaningful cause.
  
  After reviewing your case, we saw there were issues verifying the original bank account, which led to another account being added as the beneficiary of the funds. We have since assisted the beneficiary, and the verification issue has been resolved. The funds have now been successfully sent to the beneficiarys account.
  
  Thank you for your patience throughout this process. Were glad we could get this sorted out for you.
  
  Kind regards,

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Ex Wife has started a campaign on gofundme where she is attempting to extort my house from me. She is not on the mortgage and is trying to run some sort of scam to get people to donate money to her using my name (*********** *******) and my former band name (Hatebreed) in an attempt to slander and defame me to the public. This is libel. She is also using our sons image which she did not get my permission to do. I tried to contact GoFundMe to report her and to take the post down, but they are not responding. I am getting hate messages on my social media accounts because of this campaign. Its harassment at this point and our son is embarrassed and getting teased as school. This goes against the GofundMe policies but they are not removing the campaign or responding to me. I want the campaign removed immediately. Her Name is ********* ******* and the campaign is called : *********************************************************************************** This is all false information. Thank you for your help.*********** *******

  

  Business Response

  Date: 04/24/2025

  Thank you so much for contacting us about this.
  
  Our sincerest apologies for the delay given the urgent circumstances. Our team has opened an internal investigation into the account based on the information that was provided.
  
  While this is not necessary at this time, 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 Risk team's review.
  
  Our team will be in touch in the event that further details are needed.
  
  Take care,

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23209362
  
  I am rejecting this response because: this is a very serious complaint and needs immediate attention. 
  
  ********* ******* is my ex wife. The foreclosure is in a paused state until she can come to an agreement with me. This is not unbeknownst to her. We have been going thru this process since 2023 and the amount is not $27k to bring it current. ********* is not disabled either. She pretends to be so she doesnt have to work to pay for the mortgage on her own. This campaign is just a way for her to try to blackmail me and extort the house from me because Im a celebrity. She original post named my band Hatebreed that I am no longer a part of. ********* has no problem driving all over the state of CT purchasing heavy antique furniture from estate sales and auctions, loading it into her car and unloading to bring into the house. She makes a very lucrative living from these sales. She also receives royalties from her successful **** career in the early 2000s. If you would like to look her up  her stage name is ******* ********. I filed an ex-parte contempt motion in court for her gofundme campaign as it is defamatory toward me and it is also libel. It is also embarrassing our son with his peers to see his mother begging publicly for money, her campaign is very inappropriate. We also have an order that states we cannot slander or post derogatory content publicly or on social platforms. She was just ordered on 4/23/25 by the court to remove the post from social media and any identifying information about our son, me and my band. She still has the post on your gofundme website with identifying remarks where she uses the words "my son", "my ex husband" and a picture of our house in the campaign. I am requesting that this campaign be removed and she not be allowed to post any other campaigns asking for money. She doesnt need it.  Below is a link to the foreclosure so you can see that the foreclosure process has been ongoing since 2023 and she is fully aware of what is happening. I am also including the court order where she was ordered by the judge to remove the post. 
  
  
  *****************************************************************************************
  Sincerely,
  
  *********** *******

  

  Business Response

  Date: 04/29/2025

  Hi Aspen,

  
  

  We're requesting to close complaint #23209362. Our team has covered everything in the first response, the fundraiser in question has been updated, and our Risk team will follow up with the customer to solve out the case.

  
  

  Thank you,

  
  

  --
  

  
  

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

  Supervisor, ************* | she/her

  Helping People Help Each Other

• Initial Complaint

  Date:04/14/2025

  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.

  April 11, 2025 A donation of $200 USD was made to help with family costs or so it was thought. Once into donating the "GoFundMe" program requires you to add a $35 fee or an additional 17.5% making the total cost to a donor $235.00 USD. Then I paid with my Canadian Mastercard and instead of "GoFundMe" submitting a $235 USD charge to my Canadian Mastercard it charges my Canadian Mastercard $341.90 Canadian or $235 USD at a premium exchange rate of about ***** and about a 5% premium over the premium I would have got charged by my ********** provider. I didn't see anywhere that informed a donor of the gratuity/other charge and what exchange rate they would be charged by "GoFundMe" directly. The amount is minimal but the less than forthright revenue practice used by "GoFundMe" is negative on an already negative bases for the donation. So here I am at the "Better Business Bureau" commenting about a business practice that appears to be lacking scruples and good faith business, and doesn't fit with what I would consider reasonable business practice and deserving of a good BBB rating.

  

  Business Response

  Date: 04/15/2025

  Hi ***, we're really sorry this experience was frustrating. We truly appreciate your generosity, and we understand how upsetting it can feel when a charge ends up being more than expected.
  
  The fundraiser you donated to is raising funds in US dollars, rather than Canadian dollars. This is why the amount in your bank statement appears differently than on the fundraiser. For future reference, the currency the fundraiser is raising funds in is always shown on the donation page. GoFundMe does not charge conversion fees, but you may want to check with your card issuer to see if they do on their end.
  
  In addition, we've refunded your tip of $35, and the funds will be returned to your card in 3-7 business days. Also, I 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 as shown here: *****************************************************************************************
  
  If you need anything else at all, please don't hesitate to reach out to us by visiting our *********** (*************************************************** ) and selecting "Contact us." 

• Initial Complaint

  Date:04/14/2025

  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 have a gofundme account. I have summited all of the paperwork. I have been asking for the funds since last year. They always say you need to submit more paperwork. I dont know what more they need.

  

  Business Response

  Date: 04/14/2025

  Thank you for contacting us here, *******. We're sorry to hear that you are having trouble locating your funds. Taking a look at your account, we can confirm that these funds have been sent to you. We have followed up with you directly via email to help you locate your funds. Please reply to our outreach there for further assistance. 

• Initial Complaint

  Date:04/09/2025

  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 begun a gofundme fundraiser page, and did not realize that they cut off the time to put your bank information in. Now the funds collected was placed on hold and I cannot retrieve the monies collected.Gofundme Email: ****************** ****** ******** Support Rev.Dr. and ********************** journey

  

  Business Response

  Date: 04/11/2025

  Thank you for contacting us about this, ******. We're so sorry for the confusion. We were able to locate your fundraiser and it appears to be connected to a different email address than the one provided, which is causing some of the trouble. We've sent an outreach directly to your inbox to help you regain access to the account and transfer the funds. When you have a chance, please reply to the email we sent so we can resolve this together. We're looking forward to hearing from you and helping you receive your funds promptly.