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

  PO Box 1329 Redwood City, CA 94064-1329

  
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  GoFundMe

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

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:03/15/2025

  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 started a GoFundMe account in January 2025 I received $1000 in donations total I received $387.50 on January *******. Since then I have been notified that my account my deposits have been paused. They said they try to make a deposit twice and it was rejected.This cant be true since one deposit already went through. I keep getting the runaround they keep telling me they need to verify my identification. I have sent them the front and back of my drivers license 3 to 4 times. I alsosent them a copy of my bank statement. I just keep getting the same messages over and over that they need to verify my identification or bank account, which I already have they have it. We all know they have made one deposit I want the rest of my money. I havebeen telling them I want to close the account out and want my money deposited. I am getting nowhere with these people just email after email the same thing over and over. I have read reviews and theyre all saying the same thing that they steal your money they put your account on hold they keep askingfor identification that you keep sending them and no one is getting anywhere. Please help me.

  

  Business Response

  Date: 03/19/2025

  Were very sorry for the trouble here, *****.
  
  As you can imagine, our payment processor has strict guidelines that we must abide by to ensure that funds are safely delivered to the correct person and account, and for that reason, sometimes additional documentation is needed.
  
  In taking a look at your account, I can confirm that all available funds have been sent out to your provided bank information, and should receive them within 2-5 business days, if your entered information is correct.
  
  I hope this helps clarify, our team is here to help if you need any further assistance.
  
  Kind regards,

  Customer Answer

  Date: 03/19/2025

  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:03/13/2025

  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.

  The campaign falsely claims donations would fund an animal sanctuary for dogs with behavioral issues, but ********** has provided no proof of its existence or proper use of funds. There are no receipts, licensing records, or an EIN with the *** to support his claims.On 3/9, ********** made statements on his official, Meta-verified Instagram, ********* and TikTok that serve as de facto admissions that the fundraiser was fraudulent and funds were misused.Instagram post:**************************************************************************************************** admitted he has been financially struggling for two years, with canceled classes, stalled content, and an inability to sustain his business. He also stated he lost control of key business assets, including business accounts (which could include GoFundMe), and that he must start over from scratch. These statements contradict his claim that donations were going toward an animal sanctuary and strongly suggest the funds were misused for personal ************************* has worked with multiple victims who reported financial fraud, non-delivery of dogs purchased from him as a breeder, and misrepresentation. Numerous complaints have been filed with the *** and other enforcement agencies.

  

  Business Response

  Date: 03/20/2025

  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.
  
  A member of our team has reached out to request additional information. Please respond to that email to allow us to review further. 
  
  Thank you for your understanding.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23061889
  
  I am rejecting this response because:

  I am currently communicating with Trust & Safety on this fundraiser and other alleged fraudulent fundraisers with the same organizer. I am waiting for final confirmations from GoFundMe prior to accepting any answers. Truth & Advocacy is acting on behalf of victims on these matters of serious importance. I am attaching the reply to Trust & Safety for the record.
  
  Sincerely,
  
  **** **********
  ***** & Advocacy

  

  Business Response

  Date: 03/27/2025

  Hello,
  
  Thank you for taking the time to reach out to us with your concerns.
  
  Our team 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: ************************************************************
  
  We encourage you to contact law enforcement officials in your area if you believe someone is committing fraud or breaking the law in any way. We will cooperate with any investigation that law enforcement deems necessary.
  
  Thank you for your understanding.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23061889
  
  I am rejecting this response because:

   

  I am extremely disappointed to hear that GoFundMe has found "no evidence the funds were used contrary to the intent of the fundraiser." This conclusion is troubling given the overwhelming public evidence and sworn court findings that establish ******* DeOliveiras consistent pattern of deceptive practices.

  
  I would like clarification on whether your investigation included:

  
  - A review of any receipts, financial statements, or proof of expenditure provided by **********.
  - Verification of the existence of the sanctuary claimed in the campaign (no EIN, incorporation documents, real estate listings, photos, or updates have ever been produced).
  - Consideration of publicly available statements made by **********, including a Meta-verified post admitting he has been financially struggling, had to "start over from scratch," and that "goals have not been achieved."
  - The official statement and complaint submitted by the ***********************, a 501(c)(3) nonprofit that ********** falsely named as a fundraiser beneficiary and who never received any funds. This was reported by Truth & Advocacy as well as Wildlife Science Center.
  - These facts, combined with two prior civil fraud judgments against **********, show a clear and repeated pattern of misrepresentation and misuse of funds.

  
  I respectfully request that GoFundMe reconsider its findings and re-review the case in light of this full context. I remain available to assist and can provide additional supporting documentation upon request.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:03/12/2025

  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.

  My daughter opened a Go fund me account for me. She has been trying now for 14 days to get the bank information approved. She works at teh bank that the money is being transferred too. Even tax refunds don't take this long and that is the **** I Have stage 4 Metastatic Melanoma and our community so graciously donated money to help me get to Mayo. Time is of the essence and my appt is next Tues the 18th. I desperately need these funds to help pay for gas, treatment, and food. She has submitted a voided check, a bank verification letter and still 1 to 3 bussines days before they can let us know anything. This is suppose to help relieve stress and it has done just the opposite. Please please help.

  

  Business Response

  Date: 03/20/2025

  Thank you for contacting us about this, *******. We are sorry to hear that the verification process took so long. We are glad to see that your transfers have been initiated and are on their way to you. Please keep in mind that, once transferred, funds may take 2-5 business days to arrive in your bank account on file. If you have not received your funds by March 24th, please follow up on your ongoing ticket with our team. We will be here to help if you need anything further. 

• Initial Complaint

  Date:03/12/2025

  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.

  Complaint taken by phone by Pats. Go Fund Me received 2 donations for me 4 months ago for $3500.00. 3rd donation received approximately 1 week ago for $100.00. Go Fund Me has not deposited into my account.

  

  Business Response

  Date: 03/18/2025

  Hi Water,
  
  Thanks for contacting us here. Our payment processor couldn't automatically verify your bank details so we needed a bank document to finish the verification process. A team member sent you an email with detailed instructions on how to resolve the issue (ticket #********). Please continue working with us over this email thread so we can deliver the funds to you as soon as possible. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: ********
  
  I am rejecting this response because: Hello Aspen .Please continue complaint ******** Still working out some issues with Go Fund Me. 
  

  Sincerely,
  
  Water *********

  

  Business Response

  Date: 03/20/2025

  Hi there,

  Our team has responded to you over email. Please continue working with us there to update your name, so we can finish verifying your bank details. 

  Customer Answer

  Date: 04/01/2025

  Yes Aspen it has been resolved Thanks for your help  Peace and Laughter  Water

• Initial Complaint

  Date:03/09/2025

  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.

  Horrible lack of service. Did not reply after I responded to the request to sent the username I used and the amount. Even if there was not an email as they claimed that didn't match I could have gotten my ***** refund back with the info provided, which was my user/donar name Moon Child and the amount. Not hard to search that way and refund my money, but I got no response after the initial generic I was sent saying they cound'nt match my email. I even gave the link to the page that alerted me to the charity person being a scammer. So proof of why I wanted my ***** dollars back. Their lack of communication back to me implies that they willfully harbor scammers allowing them to continue to make more money allowing scamming to go on from other donors.

  

  Business Response

  Date: 03/12/2025

  Thank you so much for contacting us about this, ******. We've refunded your donation, so you should see that money return to your card in 3-7 business days. If you need anything else, just reply to the existing donor claim ticket (#********), and well be happy to help.
  

  Customer Answer

  Date: 03/14/2025

  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:03/06/2025

  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.

  Ive been using GFM for my animal rescue for years without issue. I got married so my last name changed. Literally everything else is the same including my address and banking information. *** is unable to verify my identity despite me providing every single thing requested. There is over $2000 sitting in my account and I cant transfer it because the third party verification service keeps rejecting my ID.Heres the really fun part though: no one knows WHY its being rejected. First they tried telling me its blurry as if I control how the *** prints licenses. I sent more photos of my license than I can count and also offered to scan and email or fax my license. Once it was sufficiently clear, it was rejected again but no one knows ****** takes literally HOURS for anyone to respond on chat. The only email communication Ive received is transcripts of the chats. The lack of communication is disturbing because we all know that if you guys cant figure out the issue, all donations will be refunded to the donors and were counting on these donations to pay an urgent vet bill. Am I really asking too much for someone to explain to me what needs to be done to withdraw funds? This isnt rocket science. All I want to know is how to verify my identify so I can withdraw, close my account, and move my fundraising to a different platform and be done with this.

  

  Business Response

  Date: 03/10/2025

  We apologize for the frustration Ms. ******** Our payment processor thoroughly reviews all accounts and documents to ensure the safety of funds. When a document is rejected, there is limited information that our GoFundMe team is given. In some cases, even minor issues, such as a glare or a slightly cut corner on a document, may result in a rejection.
  As confirmed by our ************* team, the requested documents were successfully verified as of 03/07/2025, and the funds have been processed to the account on file. Please note that, due to processing times, bank transfers may take between 2 to 5 business days to be reflected in your account. We greatly appreciate your patience and understanding as we work to ensure the security of your information and funds.

• Initial Complaint

  Date:03/05/2025

  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.

  We made a fundraiser to assist my Aunt and uncle to bring their son home to ****** safely from ********. They spent every last dime they had and exhausted all resources possible to continue to pay for medical expenses, lodging, meals, lawyer fees, immigration fees to get him out of ********, after He was drugged by someone, causing him to be left in a broken mental state and incudes psychosis. We have repeatedly tried to reach out to the customer support team to have the funds released as they are marked as on hold we arent even asking for ALL of the funds? We just need a bit of it to at least pay for their flight back to ****** now and we cant do that. The ridiculous aspect of their platform is that they market themselves as a helping/aiding emergency funding platform but then withhold the EMERGENCY funds from the people who need it? I understand verifying peoples causes or identity to ensure the money is being spent the way its meant to according to the story? But this? Is insane. And when you try to reach out to validate or verify or send information? Youre met by a phone number? ****, a customer support live chat? ****. A customer support email? STILL NOPE :) Youre instead met by *** an AI bot. And then you fill out your little complaint with *** and it promises that someone from customer support will be in touch oh but it does forget to mention, that likely you wont hear from anyone for about 3 days? And then you finally get an email, you AGAIN verify anything theyre asking of you, explain your story, etc. and then you have to wait another god only knows how long to hear back? It is absolutely baffling to me how they continue to run or have people use the platform. I will be continuing to blast them on social media and every review company until I hear back from a REAL person and not an AI, and have the funds released so that we can get my family home safely. Safe to say I will never ever be using or recommending GOFUNDME again.

  

  Business Response

  Date: 03/19/2025

  Thank you for getting in touch. We sincerely apologize for the delay given the urgent circumstances.
  
  Our 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 completed its review of your fundraiser on March 18th and the funds are in transit to your account. Please note once a withdrawal starts, it may take 2-5 business days to arrive in the associated bank account.
  
  Please get in touch with us if you do not receive your funds within the timeline mentioned above.

• Initial Complaint

  Date:03/03/2025

  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.

  GoFundMe advertised that my donation was Donation Protected. However, when I requested a refund due to misrepresentation by the fundraiser, GoFundMe denied my claim, citing their discretionary policy, which allows them to refuse refunds at will, even in cases of misrepresentation.Details:I donated to a fundraiser believing my contribution was protected, as clearly stated on the GoFundMe website with the Donation Protected message. Upon realizing that the fundraiser did not align with what was promised (due to misrepresentation, not fraud or misuse), I attempted to contact the organizer, who did not respond. Following GoFundMes policy, I reached out to them for a refund. Despite their Giving Guarantee, they denied my request, stating that my donation is not coveredthis directly contradicts the **************************** displayed on the fundraiser page.Furthermore, GoFundMes policy is structured in a way that allows them to reject refund requests at their discretion, even when there is clear misrepresentation. This creates a misleading safety net for donors and ultimately protects GoFundMe, not the users who trust the platform.

  

  Business Response

  Date: 03/12/2025

  Our Trust and Safety team has reviewed your claim and opened an investigation into the account based on the information that was provided in your claim. It was determined that you are not eligible for reimbursement under the Guarantee. Since that is the case, we are unable to refund your donation at this time.
  
  We encourage you to contact law enforcement officials in your area if you believe this user is committing fraud or breaking the law in any way. We will cooperate with any investigation that law enforcement deems necessary.
  
  Thank you for your understanding.
  

• Initial Complaint

  Date:03/03/2025

  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 want to collect the money that was donated to me but they want to make me wait another week. I need help now. I shouldnt be this difficult. They got paid their fees right away. I'm terminal and I dont have time. I have to wait another week before I cant eat.

  

  Business Response

  Date: 03/04/2025

  We’re sorry to hear of all you’re going through, Cherie.
  
  I wanted to reassure you that your account has been verified, and the first two transfers were sent to you on March 2 and March 3.
  
  Our payment partner sends funds to your bank account as they are being processed, and they should be with you shortly, depending on your bank’s processing times.
  
  If you have any concerns or need further assistance, please don’t hesitate to reach out. We appreciate your patience and are here to help in any way we can.
  
  Kind regards,

• Initial Complaint

  Date:03/01/2025

  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 have done a couple of GoFundMe campaigns due to my situation. One of them made a few hundred dollars and for months now I have trying to get that money. Im more recently. I was told that I had to verify my identity, which I did by uploading a picture of mypassport and my bank statement as GoFundMe asked. Two of the people who donated alerted me the other day that their donations were refunded. I have been trying to get that money formonths and I need it, and all correspondence with GoFundMe has been wonky. I told him that it was hard for me to keep up email because of my illness, but I eventually did everything that they wanted, and then I got an email back saying because my name on fundraiser was ****, they needed me to fix something. But I dont know what they needed me to fix because there was no option to change name on the fundraiser. I emailed them back and I said I have given you all these documents. I will change whatever you need, please tell me how. nobody responded. And then I emailed again asking. Hey, the deadline is approaching. And then they were refunded and I emailed GoFundMe again with no response This is absolutely criminal to treat a sick person this way. I want the donations that I received. This is already months ago and Ihave needed that money. This is unconscionable. I am in many communities for chronically, ill people, and I will be telling them to use givesendgo or another platform at this point. The point is to help people make money to live and this is the opposite, this is torture.

  

  Business Response

  Date: 03/05/2025

  Thank you for contacting us here, *********. We are very sorry that communication has been so challenging with us regarding the documents needed to verify your account. We've just sent you a follow-up email and text message to help you resolve this issue. Please continue to work with us there to resolve your issue.