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:02/10/2024

  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.

  A friend of mine set up a go fund me account to help me My son passed away an I am a single parent an needed help with final expenses to put him to rest.. 15 days later go fund me has not released the 665.00 raised by friend's to help me pay for expenses I have verified my bank info an now go fund me has a transfer pause on my funds that my friends already paid. I need help recovering my money go fund me has not responded to several email an there is no phone number to contact them.Help

  

  Business Response

  Date: 02/20/2024

  Hi Dolly, 
  
  We're sorry for the trouble here. Our team is actively working with your fundraiser organizer to review their account. It's important that they address any outstanding requests and answer questions in Ticket *********. Once they reply there with the needed information, our team can complete the review of your account to lift the hold. 
  
  Thank you.

• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have created a gofundme account and the account has been paused. I have tried multiple times to contact via live chat and email but have got no response. I am exhausted trying to have funds released for a friend who is suffering with a cancer diagnosis. The gofundme has raised over $4500 and none of the funds have been released.

  

  Business Response

  Date: 02/20/2024

  Thank you for getting in touch. We sincerely apologize for the delay given the urgent circumstances.
  
  The safety and security of our users is GoFundMe's top priority. In this case, our Risk team requested information from the organizer to ensure their account was secure.  I can confirm our team completed its review of the fundraiser and the funds will be sent to the bank account on file. Please note once a withdrawal starts, it may take 2-5 business days to arrive in the account.
  
  Please get in touch with us if you do not receive your funds within the timeline mentioned above.
  
  Kind regards,

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a housefire on Nov 30, 2023. A person in my development (someone I didn't know) set up a GoFundMe account to raise funds for me. She set up the account as a member of The ** (Pheasant Ridge) *************************** I've since found out that there is no such Committee in my neighborhood--at Pheasant Ridge. The Originator's name is *****************************. I was in the hospital for 10 days after the fire--and when I got out I was told that the funds would be made available to me. I had no money, no car, and nowhere to live. I inquired about the funds--but was put off. I was living in my car--and hotels here and there for several weeks. I got money from the ********* and found a room to live in about an hour away from my home. I didn't push further about the funds because there were various issues with this woman and 2 other woman, who I didn't know either. They had my 2 cats and other personal property retrieved from my house. There was eventually Police involvement because there were so many problems. By then, my friends in the area knew that I was never given any money from the GoFundMe--and were upset about the whole situation. 1 neighbor reported the GoFundMe by the middle of January. I tried to report it too--but found out I could not. The Police got involved and told the Originator to give me what was left of the funds. Out of the appox. $1045 (?) I was given $217.12 in cash. I wasn't given an exact accounting. But they did secure a small storage space for 4 months and fostered my 2 cats for about 3 weeks. I do not know the cost of anything.My complaints are 1) I was not given access to the money--I had to go to Police after my neighbors reported a complaint to GoFundMe. I was willing to walk away without the money--because trying to get it was too stressful; 2) The account was set up under a Committee that didn't exist; 3) There was no transparency about the funding or how it was spent. I am pursing this on principal now.

  

  Business Response

  Date: 02/16/2024

  Hi ********,
  
  We're very sorry to hear about the situation. If you haven't received all the funds from a GoFundMe that was made for you, please follow these steps to report it to our Trust & Safety team:
  
  1. Visit the fundraiser
  2. Scroll to the bottom and select "Report fundraiser" button, then follow the prompts
  
  If you have any evidence that you would like to share with our team, please make sure to include it along with your report. Please know that any information that you share with us is secure, private and confidential. We see there's an email that was sent to you recently so if you have any questions, please respond to Ticket #********.
  
  Thank you.

  Customer Answer

  Date: 02/17/2024

  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. I was contacted yesterday by a company representative who has offered to assist me in resolving my concerns.

  Thank you.
  Sincerely,
  
  ******************

• Initial Complaint

  Date:02/08/2024

  Type:Product 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 had been receiving funds just fine all along, and then as soon as a large deposit comes in, they question my bank account. I sent a copy of our bank statement and told the name on it isn't mine. It says my husband's name only, but I'm on the account, so they printed out a deposit sheet with my name on it. No word. So I put in for an email and was told the statement didn't have the bank's logo. All I have sent has it on there. These people are too hard to reach. No phone number to call? They are making this too hard for me to get my funds when I could need them anyway for my transplant. Seriously frustrated. They are holding my funds hostage. My bank said nothing tried to come through either.

  

  Business Response

  Date: 02/14/2024

  Thank you for getting in touch with us, Shanna, and we're sorry to hear about the trouble with verifying your bank details. Taking a look, we can see that you were able to work with a specialist to get this resolved, and the remaining funds are on the way to your bank. As a reminder, bank transfers can take 2-5 days to arrive. If you have not received the funds by February 21st, please follow up on the ongoing message with our team so we can investigate further. Hope the funds reach you quickly and we’re standing by to help. 

  Customer Answer

  Date: 02/15/2024

  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.

  I do suggest in the future, there be a better form of communication for the harder issues that may come forward, such as a phone number to reach someone. This could have all been avoided with that simple suggestion. 
  
  Sincerely,
  
  Shanna ********

• Initial Complaint

  Date:02/06/2024

  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.

  In January of 2023, we started up a GoFundMe for a Biopsy and mass that needed to be checked at *********** in *******. We were to raise funds to ensure that we could make it there. We uploaded all the paperwork asked for repeatedly with verification completed on my personal details, successfully. Imagine my surprise when I uploaded everything they asked for and they are refusing to release the funds, leaving us having to cancel a biopsy that could possibly detect cancer and save my life. I also needed aid in a papered surgery and they have made this impossible. This has happened 4x when I have uploaded EXACTLY EVERYTHING THEY HAVE ASKED FOR.I am grateful to have worked in the legal field as well as have attorneys in my family that have told me to seek out legal help and recourse as this is preventing us from accessing much needed care.I can never recommend GoFundMe as a business as they are inept and doing their jobs, withhold money to sick persons, and do not even have competent enough customer service. I now have to postpone an appointment that took me forever to get, at Mayo, my biopsy and care. I will be seeking legal recourse and am filing a complaint as this company clearly cannot do their jobs sufficiently out correctly, leaving a sick person to miss care that could essentially save their quality of life.

  

  Business Response

  Date: 02/16/2024

  Hi *****,
  
  We're very sorry for the frustration here. We appreciate your patience through our payment processor's verification process and we're glad to see that the funds have sent out to you. Bank transfers take between 2-5 business days (excluding weekends and holidays) from their sent date to safely arrive to the bank account on file. 
  
  If you have any further questions or still need assistance, please don't hesitate to reach back out to us in Ticket #********.
  
  Thank you.

• Initial Complaint

  Date:02/05/2024

  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.

  We raised over $6000 on GoFundMe for a friend in distress. They will not let us set up transfers to a bank account and there is zero customer service. No phone number. Chat has no agents and says an email will be sent in 2 business days. The emails says to use the chat to resolve

  

  Business Response

  Date: 02/10/2024

  Thanks for contacting us here, *****. Were sorry to hear about the delay. In taking a look at your account, were happy to see that a transfer is currently on the way to your beneficiary, but just a reminder that ACH transfers can take 2-5 business days to arrive. If your beneficiary has not received the funds by February 14th, please follow up on the ongoing message with our team so we can investigate further. Hope the funds reach you quickly and were standing by to help.

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A co-worker lost everything in a fire. I started a gofundme on 1/18/2024. Over $65000 has been raised. The funds have not been made accessible to the family and after numerous emails and chats we are asking for help. There is no phone number listed and no we have been told via automated message that it will be 3 days for them to get back to us. It has no been 10 days.

  

  Business Response

  Date: 02/05/2024

  Hi ******, 
  
  We're so sorry to hear about what happened. We're sending love and strength to your co-worker. We deeply apologize for the delay in our response as this fundraiser was under review to ensure the safe transfer of funds. These reviews aren't handled over phone but we can see that this has been resolved via email.
  
  Transfers are successfully going out to your beneficiary. Bank transfers take between 2-5 business days (excluding weekends and holidays) from their sent date to safely arrive to the bank account on file. 
  
  If you have any additional questions, please reply back to our team in Ticket #********. 
  
  Thank you.

  Customer Answer

  Date: 02/06/2024

  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:02/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29 2023 my 2 y/o great grandson was in a major car accident. Having brain surgery in one hospital then flown to another for care. My grandson started a "GO FUND ME" account to help out with myself as noted Beneficiary. Donations came in and we collected around *******. Since then the company will not release the funds until I prove legal documentation that I am the power of attorney. This was an emergency. He has no medical insurance. Costs exceed far more than this small amount. Since this accident will be tied up in court, we are unable to see any medical costs. The family used their own funds to provide for equipment: head helmet etc. This is a disgrace that since then we have been harassed by numerous emails stating that if we don't provide proof the funds will be returned.I am not responding to this company any more and wish to alert others not to use them. It is horrible that in need of an emergency this company places more of a burden of stress to the already stressful situation.The company charges a small fee for every donation and now have threaten to return the funds to the donators. We are not sure if this will really happen. If so, how will the many people who reached out to help him think of us.

  

  Business Response

  Date: 02/14/2024

  Thank you for getting in touch.
  
  Our Trust and Safety team sometimes requires more information to ensure our customers are protected.
  
  In order for us to move forward with the review of your account and to initiate transfers, we require the information requested from you.
  
  We invite you to send our Trust and safety team the information requested, and they will help you get transfers underway.
  
  We will be keeping a close eye out for your response through email.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21233893
  
  I am rejecting this response because:

  They have requested documentation of the legal beneficiary.  There is none. I can't believe that any ******* Accounts that are set up in emer, all have what you are requesting. This account was set up to help my great grandson with his urgent medical equipment such as a head helmet as a response to his all most death from a head on motor crash. The funds are only 6k not  a huge amount compared to his medical expenses. Craniactomy, air lifted and a month stay. This is ridiculous you continue to harrass us about this account. You can return it to the supporters who thought they were helping a family who have no medical insurance. We are very upset about this and have started our own accounts.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/31/2024

  Type:Billing 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 opened a Gofundme account for my son and requested that all funds be sent to my bank account. Upon opening the account it asked if I wanted a beneficiary and I chose to have my ************************* as the beneficiary in case something happened to me the organizer, not knowing that they would send funds to him instead of the organizer. After going back and forth with the representatives at gofundme about this issue, they reassured me that the funds would be transferred to my account once the beneficiary relinquished his rights, which he did. I have yet to hear back from gofundme and the funds are just sitting in the cloud. When I tried to access the bank transfer option, its not giving me the option to transfer the funds and says the account has a hold on it and needs additional information. I have supplied them with all information they have requested and nothing has been done. They told me that I needed a new email address because I would not be able to use the email address that I set the account up with so that the funds could be sent there, which I did supply them with a new one (****************************) and nothing has been done. All I want is all the funds transferred into my account the organizer, bank account ending in ****. After all funds have been transferred I will close the account and go about fundraising through another site. I can never speak to a live person in the customer service department, only email which is unacceptable. They dont reply back in a timely manner and most of the time they dont respond at all. Please assist with this matter. The total amount raised was 3,075.00 out of 25,000. Ticket numbers are ******** and ********

  Customer Answer

  Date: 02/01/2024

  Gofundme has addressed the concern, so please close the case. Thanks

  

  Business Response

  Date: 02/03/2024

  Thank you for getting in contact with us here, *******, and for your patience while we deal with the high volume of requests we've been receiving at GoFundMe. We do offer live chat, but it can depend on staffing at the time you are trying to connect with us.
  
  Taking a look at your account, we can see that you were able to work with our specialists to resolve your issue. Funds are on the way to your bank account and should arrive within 5 business days of being sent out.
  
  If there's anything else you need help with, just reply back to your active ticket (#********) and we'll jump right back in to assist. 

  Customer Answer

  Date: 02/04/2024

  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:01/22/2024

  Type:Customer Service 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.

  On Saturday, January 13th, me, my husband, and 5 kids lost everything and one of our vehicles in a house fire. A go fund me was set up and people donated to help us recover. There was an issue and the transfer wasn't available the way the instructions explained. January 17th we submitted a support ticket seeking help. The only response we have received is 2 emails of people saying let them know if we need help, but we need help and have got no response or help.

  

  Business Response

  Date: 01/25/2024

  Hi *****,
  
  Our sincerest apologies for any trouble experienced here. We see that our ************* team was able to contact you directly via email ticket #********. All issues have been resolved and the following transfer was sent to your bank account entered on file:
  
  7084.08 USD sent on 2024-01-25
  
  Please note that funds take 2-5 business days to arrive in the bank account on file, excluding holidays and weekends.
  
  It is our goal to make sure that you have the best experience possible with GoFundMe, so please don't hesitate to let us know if there is anything else we can help you with by replying directly to that email thread with the Care Team.
  
  All the best,

  Customer Answer

  Date: 01/25/2024

  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,
  
  ***********************