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

  
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  GoFundMe

  815 E St Box 121270 San Diego, CA 92101-6426

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  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:08/06/2024

  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 have been trying to access my Gofundme account for almost 5 months now and it is in regards to the phone number that I’m trying to add to my account. It seems all as I get are conversations with bots or people that don’t exist and this back-and-forth has gone on for five months as I’ve created a Gofundme to rebuild my great grandfather’s church, Vladimir the Great, the king of the ancient kingdom of Rurik (Ukra***) in Kyiv that was destroyed in 1929 by Stalin. They refuse to provide me with a human being to talk to. I have wasted hundreds of hours trying to get a correct phone number on my account and all the instructions they give me are always wrong. They told me my Skype was good to use, but my Skype number is not good to use. I have tried adding Ukrainian numbers, Skype number and various other numbers with no success. So as a result of this insanity, can’t access my account.

  

  Business Response

  Date: 08/18/2024

  Thank you for getting in touch with us today, Michael, and we're sorry for the trouble.
  
  We can see that you submitted a request and your phone number was cleared back in April, in ticket #********. Because you are raising funds in $USD, you will need to add a US number to your account.
  
  We did not get a reply from you in your most recent interaction (ticket #********), so we have sent another message. Please continue to work with our team in that ongoing ticket. We're standing by to help. 

  Customer Answer

  Date: 08/19/2024

  
  Complaint: ********
  
  I have a US number. ************. They need to call me and stop sending me email messages from every every different person at Gofundme me. Brian is the latest person. Five months without raising money. Thet can csll me on my Ukrainian number. ***************. Only a phone call eill resolve this. I am rejecting this response.

  Sincerely,
  
  Michael N***

  

  Business Response

  Date: 08/20/2024

  We're happy to confirm that your fundraiser is live and able to accept donations. It's important to note 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.
  
  Please also note that you will need to be located in a supported country in order to reliably access your GoFundMe account.
  
  We currently offer full support via email and live chat, and we have not received a response to our latest message. Please follow up with us in your existing support ticket and we will be more than happy to help resolve the issue. 

• Initial Complaint

  Date:07/29/2024

  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.

  My house burned down and my sister started go fund me. She was able raise 8000. She gave me 2000 and refused to give anymore. Reported her for fraud and go fund me claimed no finding of misused based off her lies. So she used my situation to make money for herself. I want the people refunded

  

  Business Response

  Date: 08/10/2024

  Hello,
  
  Thank you for taking the time to reach out to our team. Our Trust and Safety team reviewed your report and opened an internal investigation into the account based on the information that was provided.
  
  At that time, proof was provided showing that the funds were used in accordance with the fundraiser description. 
  
  If you have more information or evidence to the contrary, you are welcome to follow up with us in the existing email thread and we can be sure to take it into account.
  
  For complete details and limitations please feel free to review our policy here: *********************************************************************
  
  Thank you for your understanding. 

  Customer Answer

  Date: 08/11/2024

   
  Complaint: 22063542
  
  I am rejecting this response because: They allowed my sister to lie and scam and steal. I was never given a chance to prove my side because they just believed her and refused to show me the proof she had saying the money was not misused. There is no home going back and I have not been given anything to help my situation. My son and I are sleeping on air mattresses on the floor of my aunt's apartment. If not for her we would be homeless and hungry and go fund me believed the lying thief just so they didn't have to repay me under their guarantee. I messaged several times to go fund me and they never responded about how she convinced them she didn't misuse money. Again there is no house going back so her keeping money was fraud and go fund me allowed her get away with it and ignored me like I did wrong. Never given chance prove my side. I did what go fund me said to do I filed police report and nothing. Go fund me takes advantage of people going through bad situations to profit. Allowing people to use there site to scam people.ihave interview with my new channel about how they let people set up fundraising to help only to be able to keep the money and get awAy with it so go fund me doesn't have to pay back the money under the guarantee they say they have with is ********. I lost everything and now my own family got away with stealing what lil hope I had to get back on my feet. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/19/2024

  Hello *******,Thank you for this feedback. We're sorry about the frustration you experienced.For security reasons, we are unable to share specific account details with anybody other than the accountholder of the relevant account. 

  If you have any further proof regarding this matter, I suggest that you follow up within the existing email thread. You can use this form to submit any documentation: *********************************************************************

  The information provided will only be used by GoFundMe for verification purposes or purposes permitted by our Privacy Notice: ************************************************

  Thank you for understanding.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22063542
  
  I am rejecting this response because: I've never seen any proof of how they proven the money was used for you to say the money was not misused. Y'all believed the thief. My son and I are sleeping on floor at **********. The plan in beginning was to rebuild where house was at originally but that's not gonna happen. They used the money claiming it was to pay them back for money I borrowed before the house burned.which is not what the funds was raised for. I've ask them to buy my son a bed since they kept money. They refused ask to pay for his meds they refused.but they did buy new tailgate for my dad's truck paid for my sister's son karate class. I got 2000 from the money. Nothing else. Y'all still refuse to show me proof of how they proved it. I have so much proof but y'all refuse to listen to the truth. My lawyer will be contacting you and the new broadcaster I did exposing go fund me and how y'all allow people to be scammed is due to be aired this week. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/29/2024

  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.

  A GoFundMe was created for me to gather funds to cremate my husband. Friends and family donated the exact amount needed and transfers were sent by GoFundMe in the total amount of $3,540.90. However, for two months now I have been doing everything GFM has asked me to do in order to get the funds transferred to my account. The funds were sent to a different bank, not mine, the routing number was changed and I was locked out of my GFM account until they got me back into my account. I was unable to see where those funds went. GFM sent me the tracking information for each transfer and asked me to contact my bank, which I did, to make sure they weren't holding the fund and to provide a statement showing I never got the funds. Even though they have the account/routing # it was sent to which does not match my banking information. They keep telling me to provide the same information over and over again. Which has dragged this out for 2 months now. I have no incurred late fees on top of late fees due to not getting my funds that MY friends and family donated to me. They also asked that I contact the bank that the funds were sent to. I did that, the bank said all GFM needed to do was reverse the transactions. I keep getting told again and again to provide the same information, contact my bank, the other bank. When does this stop. I obviously don't have the funds. There is nothing more I can provide and they know I don't have the funds which were meant for me. I would like for GFM me to provide me the funds that are meant for my husbands death and cremation. Anything you can do to help me in this situation would be greatly appreciated.

  

  Business Response

  Date: 08/08/2024

  Hi ****,
  
  We're so sorry for your loss. Sending you our deepest condolences during this difficult time.
  
  We can see that you're in contact with our Escalated Support team regarding this. We deeply apologize for the wait but these types of investigations can take long periods of time to complete due to our payment processor having to investigate with multiple entities.
  
  We'll keep you updated on any next steps in Ticket #********. If you have any questions, please respond there.
  
  Thank you.

• Initial Complaint

  Date:07/19/2024

  Type:Delivery 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.

  It was brought to my attention that my child's biological father who is on a permanent restraining order with her being the one protected, has created a GoFundMe requesting money to help him get back to her. This is him scamming others' out of their money, and I have reported it to the platform, and provided proof of the permanent restraining order, that was provided legally through a court system. The platform has still not shut down the fundraiser, where he is scamming people out of their money, and using photo's of my child back when he was able to be around her. This is not acceptable for the public, nor for my child to be advertised as such. I will attach the link the the fundraiser, and I can also provide you proof of the ***** ORDERED permanent restraining order also if needed. ***************************************************************************************************************************

  

  Business Response

  Date: 08/01/2024

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

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22015597
  
  I am rejecting this response because:
  He has went to jail on criminal domestic violence with a high and aggravated nature due to the use of a weapon and the child was present. There was a permanent restraining order out in place for protection so he can not be around the child or me. The fact the GoFundMe platform has already seen this court order that is in place, and is still allowing him to obtain funds from unknowing individuals is outrageous. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/17/2024

  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.

  I received an email from gofundme thanking me for making a donation to ****'s Battle with ALS. $200 of my money was donated to the campaign and $36 was taken for a processing fee for gofundme. I never contributed to this campaign; I don't know ****. I received an email stating that my money was refunded. The very same day the same amount was deducted from my account from **********************. I never received an email for this transaction. I contacted them via chat Monday, July 15th and was advised that a representative would contact me in a few business days. I have heard nothing. I tried to contact them via chat again today (7/17) and saw that chat was unavailable. I left my email address for them to contact me. I really don't understand what's going on. I just want my money back. I was told that if I close my card it will take even longer for my money to be refunded.

  

  Business Response

  Date: 08/01/2024

  Hi ****, 
  
  GoFundMe takes fraudulent charges very seriously and continuously works to combat this activity. Our Risk team investigated the referenced charge and confirmed it was refunded on July 11, 2024. Your funds should have returned to the original payment method within 3-7 business days of that date. If you did not receive that refund, please provide your bank with the refund letter provided by our team on July 18th via email. 
  
  If you have any issues or need any additional information, please let us know. 
  
  All the best.

  Customer Answer

  Date: 08/01/2024

  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:07/12/2024

  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.

  Dear Better Business Bureau,I am writing to file a complaint regarding GoFundMe withholding donations after I provided evidence of the receipts. I created a campaign on their platform to raise funds for my granddaughters funeral, and donors generously contributed to the campaign.However, after providing GoFundMe with all the necessary evidence of the receipts and expenses incurred for the cause, they have been withholding the donations without any valid reason. It is unacceptable and goes against the principles of transparency and accountability, which should be upheld in crowdfunding platforms.I urge you to investigate this matter and take appropriate action to ensure that GoFundMe releases my donations. Thank you for your attention to this issue.Sincerely,***********************

  

  Business Response

  Date: 07/23/2024

  Thank you for getting in touch.
  
  Our Trust and Safety Teams have vigorous processes to ensure donors funds are protected and our Terms of Service are upheld. This can sometimes result in withdrawal holds.
  
  In this case, I can confirm that the issue has been addressed and our team has followed up with you over email. The hold has been removed as of the 15th of July and the remaining funds should arrive within the next 2-5 business days.
  
  Please get in touch with us if you have additional questions or do not receive your funds.

• Initial Complaint

  Date:07/09/2024

  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 set up a GoFundMe page to help my husband and I with our monthly bills because he has stage 4 cancer and is not able to work because of the chemo. Every time I have shared the GoFundMe the link for my husband and I changes and I am trying to understand why that is. I've tried to ask questions with the bots and have not gotten an answer. I'm a little confused as to why the link changes every time I share that GoFundMe.

  

  Business Response

  Date: 07/17/2024

  Hi *********,
  
  We're sorry to hear of the situation that brings you to GoFundMe. We're sending strength to you and your husband. It looks like you contacted our team under a different Gmail email address so please refer to Ticket #******** for further assistance.
  
  To clarify, your main fundraiser link can look different than your short fundraiser link so that could be why you're seeing a change in your link. If you have additional questions, please let us know in the existing ticket you have with our team.
  
  Kindly,
  
  

• Initial Complaint

  Date:07/09/2024

  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.

  My family and I set up a Gofundme for a family member who needs money for kidney operation. All our family and friends donated to raise funds. However, Gofundme has paused the transfer of funds for the past month. Gofundme requested more information on the patient, which we submitted twice on June 6th, and June 11th, 2024. They do not have a phone number nor a live a person to talk to. I also sent few emails to follow up but no response at all. My family and I need the funds we raised for our sick family member to be transferred to a bank account I provided as soon as possible. Gofundme is simply risking and causing the death of our family member as she has been in desperate need of kidney donation and replacement surgery. I have attached all documents to this complaint . If Gofundme ignores our request and doesnt respond, our next step would be to file a formal complaint through the legal court system.

  

  Business Response

  Date: 07/23/2024

  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:06/29/2024

  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 created a gofundme account to create a fundraiser. Once the fundraising had been completed and I tried to transfer the funds to my bank account, ********************** would not let me due to an incapability of verification. I then proceeded to provide any extra information they required, yet the identity still could not be verified. I was redirected to reach out to their customer service email which I did repeatedly over several weeks and have yet to hear back anything. I have repeatedly tried to get in contact with gofundme but cannot get in touch with them. I will gladly provide any information to verify my identity but gofundme will not respond to any of the several emails that I have sent them.

  

  Business Response

  Date: 07/03/2024

  Hi *****,
  
  We're sorry for the trouble you were experiencing with your account. We see that you're in contact with our ************* team to get assistance with your bank transfers.
  
  If you have any additional questions, please continue to reply to that email thread in Ticket #********.
  
  Thank you,

• Initial Complaint

  Date:06/27/2024

  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've contributed to two GoFundme campaigns in the last few weeks. (something I do about once a month.)Both times I declined to leave a tip on top of my contribution. Both times after I elected a payment method and submitted the screen showed briefly that the tip slider showed a significant tip and then produced a 'confirmation' screen that included this tip instead of the amount I selected.I believe GoFundme has deliberately coded these screens to make it more likely for them to get these tips and I believe that is unethical.

  

  Business Response

  Date: 07/03/2024

  Thank you so much for contacting us about this, ****, and our sincerest apologies for this issue.
  
  
  We really do value your feedback and our product engineers review all feedback made by our customers, so we will make sure this is recorded.
  
  
  To continue looking into this, our team has sent you an email directly so we can help from there. Please keep an eye on your inbox for an email from our team. Ticket: ********