ComplaintsforAngeLink Inc.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is no way to add my bank account details for the funds to be distributed to me. I have reached out multiple times & this has not been fixed.

  

  Business response

  07/10/2024

  Hi ******,

  Thank you for submitting your feedback.

  First, we're truly sorry to hear about the issue you encountered while trying to add your bank account details through the AngeLink app and apologize for the inconvenience this has caused. We're here to ensure you get the help needed in order to obtain your funds and resolve this issue for you.

  Below you will find the timeline and details about the communication history with the AngeLink team:

  - On June 29, 2024, our Customer Support team reached out to clarify whether the organizer of the fundraiser was under the age of 18, as this goes against our Terms of Service. 

  - On July 1, 2024, our team received a response from you confirming that the requested identification and information have been uploaded to prove your identity and age. 

  - On July 1, 2024, our team confirmed that your fundraiser has been approved and is live on the AngeLink platform. They have also provided additional information and steps about how to proceed with setting up your withdrawal information in order to obtain your funds. 

  - On July 3, 2024, our team received an email from you mentioning that there wasn't an option to set up the withdrawals through the platform. 

  - On July 3, 2024, our team responded with information and details about how to enter the bank account details to withdraw the funds. Additionally, they asked a couple of questions to understand whether the issue was a technical issue on the website. 

  - On July 3, 2024, our team received a reply from you with a screenshot attached. The screenshot showed that the personal information was added and was being reviewed by our third-party payment processor and highlighted that it could take 2-3 business days for the review to be completed.

  - On July 4, 2024, our team responded back saying that they escalated the issue to our Engineering team for further investigation and asked for screenshots to be shared to help troubleshoot the issue with the Engineering team. 

  - On July 4, 2024, our team replied again mentioning that the Engineering team confirmed the issue was resolved. The ability to add the bank account details should be working without additional issues. 

  - On July 4, 2024, our team received an email from you mentioning that the issue was still there and there wasn't a field to add the bank account information, with a screenshot attached. 

  - On July 5, 2024, our team received an additional email from you requesting a call from the Customer Support team to resolve the issue. At the time the email was received, which was at 12:36 PM EST, our Customer Support representatives were already offline for the remainder of the day. 

  - On July 7, 2024, our team received an additional email mentioning that there was still no option to add the bank account details. At the time we received the email on Sunday July 7, our Customer Support team was not available since they don't work on weekends. 

  - On the morning of July 8, 2024, our team received another communication that stated if someone was going to help resolve the issue or you needed to contact the Better Business Bureau to report the problem and close the fundraiser. 

  - On the morning of July 8, 2024, our team contacted you twice via phone and left you a voicemail. During the second call attempt, our team spoke with you and assured you that the issue was escalated again to the Engineering team. 

  - On July 9, 2024, our team reached out via email to confirm that they heard back from the Engineering team and confirmed that the issue was fixed. The Customer Support team provided additional details on how to set up the bank account details.

  - On July 9, 2024, our team received a confirmation mentioning that the issue seems to have been fixed and adding the bank account details worked without any additional issues. 

  - On July 9, 2024, our team confirmed that the bank account was fully verified by our third-party payment processor and that the funds should be released soon. 

  - On July 10, 2024, a confirmation email was sent highlighting that the funds were released into the bank account connected on file and that it may take 2-3 business days for the funds to reflect in the bank account, depending on the bank's processing time. 

   

  In summary, the issue was resolved and the funds have been released into the bank account connected on file on July 10, 2024. 

  If there are any additional issues or questions related to this matter, please don't hesitate to reach out and we'd be more than happy to assist!

  The AngeLink Team

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Money raised for ****** was never given to her. They wont send money

  

  Business response

  05/09/2024

  Dear ***,

  
  We want to sincerely apologize for the difficulties you've encountered with accessing the funds raised for the fundraiser through AngeLink. We understand the frustration and inconvenience this situation has caused, and we truly empathize with your experience.

  To provide clarity and address your concerns, we have reviewed the timeline of our communication with the organizer of the fundraiser, Lacey:

  
  
  - On April 8, 2024, our Trust & Safety team reached out to the organizer via email to request additional information about the fundraiser.

  - On April 10, 2024, the organizer, *****, emailed us asking about the date of the release of the funds.

  - On the same day, April 10, 2024, our Trust & Safety team informed the organizer, *****, that they still needed further details about the fundraiser to perform a review before releasing the funds. 

  - Between April 10, 2024 and April 15, 2024, there were emails exchanged between our Trust & Safety team and the organizer, ****** about the details needed for the fundraiser.

  - On April 15, 2024, a confirmation email was sent to the organizer, *****, to confirm that the funds were released into their account. 

   

  Additionally, the release of the funds was processed three times in total. The first attempt on April 15, 2024, failed. We attempted to release the funds again on April 19, 2024, and a third time on April 25, 2024. All three attempts were unsuccessful. 

  We escalated the issue to our payment processor on April 30, 2024 believing that it may be an issue on their end. The payment processor responded back by stating the issue is that the bank account details provided by the organizer were invalid. 

  On May 9, 2024, we received an email from a person named **** following up on the status of the funds. Our Customer Support team will be reaching out to this person today to troubleshoot the issue with the bank account details, to ensure the funds are successfully released into the correct account. 

  We sincerely apologize for any confusion or frustration this may have caused.

  Please know that your feedback is invaluable to us, and we encourage you to reach out to us directly to discuss any further concerns or provide additional feedback.

  
  Sincerely,
  The AngeLink Team

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother passed so I set up a fundraiser link to raise money to bury her, I submitted everything they asked for and they continue to ask for more information even though identity and bank have been verified! Im so happy I had ppl to directly zelle and cash app because I wouldve not been able to bury my mom if all the money was sent to them! They requested an obituary which I sent but again! The money was intended for burial which could surely mean I *** not have had yet hence I need the money!!!! I wish I wouldve read these reviews first because getting a measly $170 is crazy! They are scammers and Ill be reaching out to law firms that *** be willing to start a class action lawsuit as well as using my government connections to investigate this company

  

  Business response

  04/16/2024

  Thank you for reaching out, *******.

  We understand your concerns and send of urgency for the funds you have raised. AngeLink is taking pride to being the safest crowdfunding platform. To do so, our team is carefully reviewing the safety and security of every donation and account on **********************. Releasing the funds on the 15th and 30th allows our processes time to verify accounts.

  That said, our team did attempt to release the funds but the payout was rejected. Our payment processor detected a discrepancy with the information you provided online. 
  
  Our team is reaching out to you directly so we can confirm the information on file. Please reply to the email from our support team so we can get the funds released to you as soon as possible. 

   

  Thank you.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I still haven't been able to access any of the funds that were raised for me. Also, they say you keep 100% of the funds, not true. If someone gave you $300, AngeLink is going to keep at least $9.60 or more for processing fee, which they claim a 3rd party they use charges this but they are getting a percentage of this. I just don't appreciate all the trouble you have to go through to get funds sent to you withdrawn. It's going on two weeks and I still don't have my donations which are under $300, I could see if it were $3000 but it's a small amount and they put you through the 3rd degree. You are better off using Zelle, Cash app or PayPal. At least you can get your funds within a day or two. I provided the company with my phone number and email address, giving them ample opportunities to contact me and they never once tried to resolve this issue but only sought to harass me and deny me my funds. I did contact the donor. They did not resolved anything. I have many emails with the phone number that they don't answer but the only talked to get the Please people do not be afraid to report such agencies just because they say they are angels but do the opposite. Tell every news and media out and expose rather than silently take their abuse. I did try many times to resolve this but they are not willing. Pure fraud. They have my name, social security number, address, driver's license, date of birth, bank account , routing number, everything but my blood. There's no excuse for this type of treatment. None whatsoever. (((( They have stolen money from many needy people, exploited and taken advantage of them. ))))) The responses on trust pilot for this company are fake. We need to file a class action lawsuit against them. They get vulnerable people to post an ad on their website and then when someone donates they actually keep the donations and don't give them to the intended recipients. They need to be shutdown !!!

  

  Business response

  02/06/2024

  Dear ***********,

  We want to sincerely apologize for the difficulties you've encountered with accessing the funds raised for your fundraiser through AngeLink. We understand the frustration and inconvenience this situation has caused, and we truly empathize with your experience.

  First and foremost, let us assure you that we take your concerns very seriously. Transparency and trust are core values of our platform, and we strive to maintain the highest standards of integrity in all our operations.

  To provide clarity and address your concerns, we have reviewed the timeline of our communication with you:

   

  - On January 9, ****, our Trust & Safety team reached out to you via email to request additional information about your fundraiser. The purpose of this request was to ensure transparency and maintain the integrity of our platform. We asked for a link to one of your social media accounts and a screenshot or copy of past or current medical bills or diagnoses related to the cause of the fundraiser.

  - On the same day, January 9, we received a response from you mentioning that you felt harassed and threatened legal action. We deeply regret any misunderstanding or discomfort caused by our communication.

  - On January 10, our Trust & Safety team informed you that, upon further investigation, your fundraiser had been removed from our platform. Additionally, they confirmed that all donations made to your fundraiser would be refunded within 3-5 business days.

  - On January 10, we received a response from you stating you provided the information requested. However, records show that no documentation was submitted.

  - On January 11, our Trust & Safety team replied to your email reiterating that your fundraiser had been removed from the platform. They also mentioned that we received a report on January ********************************************************************************* response, we promptly refunded the donation of $105.00 to the donor and informed them that they should expect the funds back in their account within the next 3-5 business days.

   

  Regarding the processing fees, we want to clarify that while there are fees associated with the transfer of funds, these are necessary to cover transaction costs incurred by third-party payment processors which go to them directly, and not AngeLink.

  We sincerely apologize for any confusion or frustration caused by the handling of your fundraiser. We understand the importance of trust and transparency, and we are committed to addressing your concerns and improving our processes to prevent similar issues in the future.

  Please know that your feedback is invaluable to us, and we encourage you to reach out to us directly to discuss any further concerns or provide additional feedback.

  Sincerely,
  The AngeLink Team

  Customer response

  02/07/2024

   
  Complaint: 21124528
  
  I am rejecting this response because: **** are lying, these people had that information already because one of the people from my social media accounts donated and she gave them ample information also. ******** had my social security number, driver's license id, social security card, bank account numbers and routing, address, phone number and they only talked on the phone to help you set up the account but when it comes time to collect your donations, they are M.I.A. **** wanted me to give them every single person that I contacted about this fake charity so that they could take advantage of them also. I told everyone about the horrible scams going on with angelink. There are many others who were scammed also. This is a fraudulent organization.  Even after I provided all necessary information, they only waited until there were donations deposited so that they can lie and manipulate me and others injured people by asking for all the people that I contacted. I asked them why they needed this information but they would not tell me.  No one is sending any donations on their website for me because I told them not to, and I asked them to get their money back. That's when Angelink got mad and shut down my donation site on their website. I also reported them to other organizations and they got mad but if you take advantage of anyone, let alone helpless people, beware, because there are real angels watching over people and God will punish those that take advantage of vulnerable people. Shame on them and I believe in Karma also, angelink will reap what they sow. What a bunch of horrible people.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is supposed to be a fundraising site. I just joined this week to raise funds for my son. I've raise a total of $850 dollars so far. My post and fundraiser was approved upon sign up. It was also reviewed and approved. I have the documentation to prove it. All of a sudden two days ago they started to ask me for more information that I legally can not give. I responded to the them with this information and got no reply. Several times. I tried to login today and they have shut down my fundraiser. They didn't inform me of anything. They haven't informed the donor's of a refund of which I all no personally because they are family and friends. They have stolen money that was given to me.

  

  Business response

  08/09/2023

  Thank you for reaching out to us, ******. We are sorry for the circumstances that have brought you to us. 
  
  It appears that you are reaching out to us about this fundraiser: *****************************************************************************************

  At this point in time, it appears that our Trust and Safety team is running an investigation on your account. To be clear, your banking information was verified and this was done through our payment partner, *****. However, our Trust and Safety team is still reviewing your fundraiser. With your corporation, we know this can be resolved quickly.

  To put our best foot forward, your case has been escalated to our Trust and Safety manager. Please look out for her reply.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company is Angelink ( Angelink.com) a website to raise funds, similar to ******* Me. My sons friend, *********************, a 17 year old high school student was tragically killed when a car hit him while riding his bike. My son set up a fundraiser on Angelink ( *************************************) on 5/7/23 to raise money for a memorial at the high school with excess money going to Bens family for medical bills. We raised $4,363. We have been trying for over 6 weeks to claim the funds and provide them to the family. First, my son submitted his bank info and passport as asked to claim funds. He kept getting an error message without any explanation. We emailed Angelink and they said the issue was he could not retrieve the funds was because my son is a minor so I provided my passport and bank account and bank statement as asked over email. They keep telling me its being reviewed and verified, yet never telling me more info is needed or that something was submitted incorrectly. We have been going back and forth over four weeks with them never directly answering any of my questions about getting the funds. There is no phone number to call. I have repeatedly asked for a phone number and they do not even acknowledge the question. We still have not received the funds. We are afraid this is is a scam and that all of the people who have donated to this memorial are questioning the status of the funds including the grieving family. This has been very stressful and aggravating. Angelink continues to not respond or give us the funds. Please help us and Bens family with this matter. Thank you,*********************** ***************** ************

  

  Business response

  07/24/2023

  Thank you for sharing that feedback about your experience with us. 
  
  It appears that we currently have an open ticket with you and our Trust and Safety team. Your request has been escalated and is a priority for our Trust and Safety Manager. For security purposes, the information about your account can only be discussed through the ticket we have with you. 

  As per our Terms of Service (********************************************************), this is a standard part of our procedure to ensure the safety of you and your donors.

  Please refer to your email with our Trust and Safety team for more information in regards to your account status.

  Customer response

  07/30/2023

   
  Complaint: 20342329
  
  I am rejecting this response because:  The funds have still not been released.  They keep saying they are investigating with no follow up as to why funds won't be released.  This has been dragging on for 7 weeks already.   The latest step was they are requested contact information for the mother of the boy who passed away.  Its like they jsut keep draffing this out with no end in sight.   They are just holding onto the funds we raised.  
  
  Sincerely,
  
  ***********************

  

  Business response

  07/31/2023

  Thank you for following up.

  We wanted to confirm that we are still resolving the status of your account. We are currently working with the mother of the beneficiary and waiting for confirmation to release the funds. Our Trust and Safety team will be following up once we have confirmation.

  As mentioned, reviews of accounts are part of our process to keep crowdfunding safe on our platform for you and all our customers.

  Customer response

  08/08/2023

   
  Complaint: 20342329
  
  I am rejecting this response because:
  As of 8/8 I still have not received the funds.  They have emailed saying the funds have been released but nothing has been received yet.  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jun16,2023 my 2month old daughter passed away. We were not prepared for her passing so my family and friends and husband job came together and donated on ***** link in preparation for her funeral and repast. When it was time to release the donated funds ***** link would not do so and ask for a copy of her death certificate which is not something that was asked for prior to any donations. My daughters autopsy can take 90 days or longer to receive back and only them will I receive a death certificate. ***** link is trying to trick their consumers into thinking its an easy way to collect donations and then refuse to release your donations and dont respond to any emails although it is suppose to be open 24hours.

  

  Business response

  07/03/2023

  Thank you for reaching out to us, Camella.

  We are deeply saddened for what has brought you to AngeLink. 

  AngeLink is taking pride to being the safest crowdfunding platform. To do so, our team is carefully reviewing the safety and security of every donation and account on **********************. At times, more information and documentation may be requested to ensure the safety of your funds. For more information about the bank verification process, please check out this article in our *********** here: *********************************************************************************************************************

  However, to discuss the fundraiser you are referring to, we need to get approval from the organizer of the fundraiser. I have sent you a direct message via email to discuss the account information.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up an account to help a loved one collect money for memorial costs. He fianc died unexpectedly and she needed money for rent and the memorial because he was also on the lease paying half the rent. The account received $250 in donations and then I got a notification that my account was suspended. I updated the description with all their recommendations and they still havent reinstated the account. I feel that my friend is entitled to the money people donated on her behalf or at the very least the money should be refunded back to the donors. I think the fact that her fianc died of an overdose is the main reason the account was suspended. I think it is despicable that an organization would discriminate against someone this way. My friend has been clean for over a year and her fianc went out and used once. So just because he made a mistake his fianc isnt allowed to ask for donations like everyone else on their site?

  

  Business response

  05/08/2023

  Thank you for submitting your concern. 

  It appears that your fundraiser was under review by our team. AngeLink strives itself for being the safest place to crowdfund. That said, all fundraisers go through a review process as described in our Terms of Service here: **************************************************************

  After looking up your account, we can see that your fundraiser did pass verification and is live on our website. 

  As due diligence, we sent you a follow up email to provide more details on your account and provide a timeline of the events.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband, a disabled veteran, passed away Feb 18, 2023 and I desperately needed funding for the funeral. AngeLink seemed to have the lowest rate so we (my family and I) thought we would use them.We received over $3000 in donations! I checked the AngeLink website on Feb 28th for the transfer of funds. It showed they were transferred. I checked the bank account and no funds!So I emailed AngeLink and received an email back stating there was an error with the initial banking information entered and to follow the instruction on how to correct this.I followed the instructions, per the received email, by contacting my bank first. My bank had not received any funds from AngeLink. So I went to the AngeLink app and following the instructions in the email I received. I got an error message. I tried several times. I emailed AngeLink back again with a snapshot of error message and the bank information thinking they would make the corrections.I received an email from them giving me the SAME instructions that didn't work the first time. I felt this needed a phone call so I found a phone number for AngeLink BUT only after going to the Better Business Bureau! I called but it was to a voice mail which I left a message. I didn't receive a call back. It has been 13 days since contacting the AngeLink customer service and I am no closer to getting the money transferred then I was after the initial contact.

  

  Business response

  03/20/2023

  Hello *********,

  We apologize for the experience you encountered with our AngeLink team. At this time, we do not provide direct phone support. We are a very small team and not at a place to handle the volume of customers we service via phone call. However, this will be noted for our future improvements.

  It appears that your request has been resolved since this request was posted. 

  If you have any further questions, please feel empowered to reach out again to our support team.

   

  Thank you.

  Customer response

  03/21/2023

   
  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

  11/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I created a fundraiser with Angelink on 10/2/2022 in order to raise enough money to help put my dog down. According to the account, I should have received the raised funds on the 15th or the 30th of the month. The 15th and the 30th have both passed and I have not been released the funds. I was "approved" to have the funds released but they have not been. I've tried to email the company multiple times with no response. I raised a total of $345 but with the transaction fees owed to the company, they owe me $333.22. I'm frustrated because I read several good reviews and they pride themselves on being "woman owned and operated" which has a lot to do with why I chose them. I am very disappointed with the lack of customer service I have received.

  

  Business response

  11/14/2022

  Hello *******,

  We apologize for the experience you have encountered here at AngeLink. Our Support Team has discovered the issue with communication and it was an error with our system. 
  
  We have resolved the issue, and sent you an email to go over our next steps. Please look out for an email from our team titled "Message from AngeLink".

  
  Thank you.

*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. ↩