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:07/22/2025

  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 submitted a report to GoFundMe on 7/16/25 regarding a fundraiser organized by an individual using a false name to raise money for legal defense related to open charges for a violent crime. The person behind the fundraiser is ****** ******* (IDOC #R47947), who is currently on parole for a prior violent conviction. He is raising funds under the false name ****** *****, in what appears to be an intentional attempt to evade identity verification and mislead donors.There are two active fundraisers connected to this individual:[**************************][**************************]Despite submitting a formal report and multiple follow-up messages (Ticket #********), I have not received any meaningful response. I was promised contact from a live agent and have followed up several times over the last few ******* of today, both fundraisers remain live and are actively accepting donations. GoFundMe has taken no visible action, despite clear violations of their stated policies including:Prohibiting fundraising for legal defense involving violent crimes,Requiring organizer identity verification,Banning misrepresentation or fraud.I am filing this BBB complaint because GoFundMe has failed to respond, enforce its policies, or protect donors from a potentially fraudulent campaign.Desired Outcome:Immediate review and removal of the fundraisers in question.Written confirmation that the issue has been addressed.Better transparency around how serious policy violation reports are handled.

  

  Business Response

  Date: 07/25/2025

  Hi *****. We thank you for bringing this to our attention, and we appreciate you for helping us keep GoFundMe a safe and secure place to fundraise.
  
  The reports you have submitted have been received. Please know that our Trust and Safety team will investigate these fundraisers and take appropriate action based on their findings. If you have any additional information to add to your report, you can follow up directly to the confirmation email received. Our Trust and Safety team is not able to share details of their investigation at this time, but they will follow up with you if they have any further questions or requests for information.
  
  We also 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.
  
  To learn more about how we keep GoFundMe safe for both donors, please review our GoFundMe Giving Guarantee Policy. (********************************************************************************).
  
  Thank you again for the information you have provided thus far.

  Customer Answer

  Date: 07/26/2025

  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:07/21/2025

  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.

  This was my first time setting up a go fund me account. I went to set up a bank accounts and it takes you to a plaid platform to enter your information. Upon setting it up I was unaware that someone had my number connected to the plaid platform which caused the first set of donations to go to the wrong account. After seeing the date the money was supposed to be deposited I checked my account numbers and seen at that time they were incorrect. I then corrected the bank information and contacted go fund me and they told me to fill out a beneficiary form to get the money back and at that time they then emailed and said they could not help me. This money was deposited into the wrong account and was meant to help someone that really needs it and it is $690.96 that they will not help me get back .

  

  Business Response

  Date: 07/22/2025

  We're sorry for all the trouble here, Ms. ******* and do want to make things as easy as possible for you moving forward. We have emailed you directly to further assist you through this. Please keep watch for our email, and reply there with any further questions or concerns. We'll be there to help.
  

• Initial Complaint

  Date:07/18/2025

  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.

  In November 2024, I donated 30 to a GoFundMe campaign organized by an individual named Mofeed Qanoo. After learning more about the organizer and the circumstances of the campaign, I had serious concerns that it was not legitimate. I immediately requested a refund before the campaign ended or funds were withdrawn.GoFundMe ignored my request and released the money to the organizer. I contacted their support team multiple times, but they did not resolve the issue or even acknowledge the refund request appropriately.This was not only a failure of platform safeguards, but also a breach of trust with donors. The organizer has blocked me and refused to communicate, and GoFundMe continues to withhold any accountability.I have since reported the case to the ************************ (***) report number ********* and Im now seeking help through the BBB to pressure GoFundMe to issue a refund and improve their fraud handling practices.

  

  Business Response

  Date: 07/22/2025

  Thank you for contacting us here, Nevena. We are sorry to hear that our communications with you thus far have caused concern for you around our policies. While we are not able to reverse this decision, the specialist working on your case has sent you another email with more information earlier today. You are welcome to respond there if you have further questions. 

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23619839
  
  I am rejecting this response because:

  Dear BBB,
  
  Thank you for your response and for forwarding GoFundMes statement. I must respectfully disagree with their conclusion and maintain that GoFundMe failed to protect my rights as a donor in this matter.
  
  On November 23, 2024, I submitted two refund requests for donations I made to the same campaign organized by Mofeed Qanoo and Naija ********. The two donations were:
  
  20 donated on October 24, 2024, and
  
  30 donated on November 21, 2024.
  
  
  The refund requests for both donations were submitted on the same day, within minutes of each other.
  
  GoFundMe approved and refunded the first donation of 20 but allowed the organizer to withdraw the 30 donation, despite my timely refund request. The organizer did so immediately after seeing my claim, clearly acting in bad faith to prevent the reversal of the second donation.
  
  This discrepancy raises serious concerns about unequal treatment of donors in identical situations. If both refund claims were submitted simultaneously, why was one honored and the other ignored?
  
  Furthermore, GoFundMes failure to temporarily block the disbursement of the 30 donation after I submitted the request amounts to negligence. By not intervening, they enabled the campaign organizer to intentionally deprive me of my funds. I consider this a failure of due diligence on their part, and it resulted in direct financial harm.
  
  Additionally, as the donor, I should retain the right to revoke my donation when I discover deceit or manipulation by the recipient which was the case here. This aligns with the principles of good faith and longstanding legal notions of revocation of gifts due to ingratitude or fraud.
  
  In light of these facts, I respectfully request that BBB reopen this case and assist in holding GoFundMe accountable for failing to provide equal protection and proper donor safeguards. All documentation referenced in this matter, including refund timestamps and campaign activity, is available within GoFundMes system.
  
  Thank you for your continued support in protecting consumer rights.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/30/2025

  Thank you for following up on this, Nevena. Our team has taken a deeper look into your claim, and we are glad to inform you that we processed your refund. We're sorry that your issue took this long to resolve, and we are integrating the feedback from this case into our processes moving forward. To clarify, transfers happen automatically, and therefore it is not possible for someone receiving funds to transfer them in response to a refund request. Additionally, requests for refunds are not disclosed to any person raising funds until the refund is approved. The details of your refund have been emailed to you by an Escalated Specialist. If you need further assistance with anything, please respond there and we will gladly assist you further. 

  Customer Answer

  Date: 07/31/2025

  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:07/14/2025

  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.

  My name is ***** ****. I am filing a formal complaint against GoFundMe for their failure to refund donations to my deactivated campaign.On July 7, 2025, GoFundMe deactivated my campaign (Ticket #********, as per the attached email). Their communication explicitly stated, "we refunded any donations to your fundraiser that were not already transferred. Those donors will receive their money back within 7 business days."Despite this clear assurance, two specific donor payments to my campaign have not been returned: $200.00 on July 23rd and $250.00 on July 25th. These funds were sent to a campaign GoFundMe deactivated, and should have been refunded as per their own communication.I contacted GoFundMe today, July 14, 2025, regarding this critical issue. As shown in the attached conversation (Ticket #********), I clearly stated the problem: "I was supposed to receive two payments from donors, but my account was deactivated. My donors were supposed to receive their money back. After speaking to them, I found out that neither of them have received their money." The representative (******) only offered to "escalate it." My direct question, "So you dont want to return the money?", received no resolution or concrete plan, and the chat ended disrespectfully without addressing the situation.GoFundMe has failed to uphold its promise. I request the BBB's intervention to ensure GoFundMe immediately processes the refunds for the $200.00 (July 23rd) and $250.00 (July 25th) payments to the respective donors.

  

  Business Response

  Date: 07/16/2025

  Hello ****,

  Thank you for taking the time to reach out us.
  
  We want to assure you that both donations were refunded successfully on July 14th, 2025, so those donors will receive their money back within the 7 business days following that date.
  
  We appreciate your understanding.

  Customer Answer

  Date: 07/16/2025

  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. Amazing what a complaint with bbb can do. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/13/2025

  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.

  Despite multiple attempts they won't accept my ID and SSN, they would not allow me to reenter my SSN to confirm it was correct, they wouldn't accept the beneficiary bank account either, so we've asked for the money to be refunded and they have refused. We have tried multiple times to resolve this issue in various ways and they have refused to refund the money or accept the valid ID, SSN, or bank info.The goal is to refund the person who donated and ask them to use a different platform as we no longer wish to use this service.For our safety i request that our information, names, emails, and other identifying information be kept private.

  

  Business Response

  Date: 07/13/2025

  Thank you for contacting us about this, Max. We're sorry to hear about the trouble you were experiencing while trying to get your identity information verified by our payment processor. In taking a look at your account, were glad to confirm that your donor has been refunded. They will receive 100% of their money back in 3-7 business days. If you need further assistance or if your donor hasn't received their refund after 7 business days, please don't hesitate to reach out to us on your email thread with our team. We'll be here to help.

• Initial Complaint

  Date:07/12/2025

  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.

  I started a go fund me page for my sister in December of last year. She had a very aggressive cancer. The fundraiser had been working fine until my sister passed away. I then changed the name of fundraiser to support my neice, raising money for my sister's disabled daughter. I sent all the necessary documentation to go fund me about my sister's death and proof that I am my niece's power of attorney. I have not been able to transfer the donations to the bank after I have followed all of gofundme instructions. I have been patient and I have been dealing with this for over a month. There is no phone number to call gofundme, so we have to rely on chatbots and emails to get the problem fixed. I have to repeat the problem every time I ask, what is ************ answers have been given and the money is being held from someone who desperately needs it and entitled to it. It's inexcusable that gofundme isn't fixing the problem.

  

  Business Response

  Date: 07/16/2025

  Thanks for contacting us, *****. We're so sorry to hear that you ran into trouble with your fundraiser at this already difficult time. Please accept our condolences for your loss.
  
  It looks like there was a technical issue in your account while you were working with one of our Specialists on your fundraiser. That Specialist has been working with our engineering team directly on trying to find a solution for that technical issue. Hopefully, the solution that we have shared in our most recent email response will help you get your transfers set up successfully.
  
  Thank you for reaching out to us to share your concerns. If there are still any outstanding issues, you can continue working with our ************* Specialist by email. 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23590305
  
  I am rejecting this response because: everything I am being told to do, I have already done. Nothing is working.  It's ridiculous that this issue isn't being fixed and the funds released!
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/20/2025

  Thank you for getting back to us, *****.
  
  The frustration caused by the technical issue in your account is completely understandable. These administrative tasks can be extremely tough at times like these, even when everything goes according to plan. We would like to apologise again for any unnecessary stress caused and thank you for your continued patience and cooperation.
  
  We are glad to see that you have been able to work with our ************* Specialist on getting that error fixed. It looks like they have helped our engineering team fully resolve that technical issue, and the funds have now been delivered to your bank account. We hope that these funds help support Lily at this impossibly difficult time.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not send $100 to the San Diego fire victims. I sent $100 to my cousins husband who had a heart attack when he found her dead body in bed. The donation was to help him because he was in the hospital with a heart attack. Im very upset about this.

  

  Business Response

  Date: 07/09/2025

  Thank you for reaching out to us about this, *****. Unfortunately we were unable to see any prior outreaches to our team. For future reference, you can always visit our *********** here to contact us directly for assistance: ***************************************************

  If you scroll down, you will see an option to contact us in the form of a button that reads "Get Help." From there, you will be able to contact our team successfully. In any case, thank you for reaching out here so we can resolve this matter. Our team has now sent you an email directly to your inbox to help you with next steps.

• Initial Complaint

  Date:06/30/2025

  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.

  Made a go fund me because my 3 weeks old baby had to have open heart surgery and is currently in ******************* and its been 3 weeks and go fund me has not released my money that was donated to me Ive reached out multiple times times and Im always told the same thing it will be on your card in 2 to 5 business days then they delete my bank account information everyday then I messaged and told them that it does that and they say they have to transfer me to a internal team well that team does not reach back out to you there is no number to call to talk to a live person

  

  Business Response

  Date: 07/02/2025

  Were sorry to hear of all you and your family are going through, Ms. ********* and for the added stress during this difficult time.
  
  While we do not have a system in place to offer phone support, it's certainly never our intention to make the difficult times more so.
  
  To help you resolve this as quickly as possible, our team has sent you an email directly, so we can look into the issue in more detail.
  
  Please keep an eye on your inbox for a message from us, so we can assist you further from there.
  
  We really appreciate your patience and look forward to getting things resolved for you.
  
  Kind regards,

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a gofundme account to help me with my college tution as mother is a single parent and sick, she has done so much already I wanted to surprise her and go to college with the help of friends of family and it was only for one semester as the amount requested was only for two classes. Go fund me took down my link, did not inform me, did not tell me why, took the money that was donated to my account, has not responded to any of my emails, has not contacted me, I have sent several messages and no has been refunded. This money is missing and now I am not able to get help when I had other's willing to contribute, I would of made it and Go Fund ME ruined it for me.

  

  Business Response

  Date: 07/09/2025

  Thank you for getting in touch.
  
  We regret to inform you that GoFundMe is no longer able to process donations for your account. For the safety and integrity of our community, we are unable to share additional details about this decision. As a result, your GoFundMe account and any associated fundraisers have been removed from our platform.
  
  We sent an email notification about this on June 4th, and we received a reply from you the same day. Please note that no donations were successfully processed for your fundraiser, so there are no funds available to be refunded to donors.
  
  We appreciate your understanding.
  

• Initial Complaint

  Date:06/26/2025

  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.

  Go Fund Me initiated and issued a refund from a campaign I donated to, to my closed bank account. I did not initiate this request but it came from within Go Fund Mes system. When I requested the refund be applied to my new **** Debit card on my new account, they said they would get more information and get back to me. Then they told me to contact my bank, which I did. The bank said a closed account with an inactive card cannot receive any sort of refund so it would automatically kick back to Go Fund Me. Since I told them that, they have been running me in circles for months. Handing me off from one claim agent to the next and saying their engineers are working on a way to refund the money as their current system isnt set up for that. After a while they switch me to another person who goes back to the same initial reply that says that I need to contact my bank to refund the money to Go Fund Me. I believe they are stalling me to try to get me to give up. My money either should have been transferred by the campaign manager into the bank account for the campaign it was donated to otherwise Go Fund Me is required to refund it to me, the owner of said money, but instead they are avoiding contacting me for my new account information and running me around acting like they cannot do that. Rather than taking photos of the months worth of emails, which would be time consuming, I would be happy to provide them by forwarding, if there is an email available for me to do so. I have included the photo of the initial refund issue email from Go Fund Me.

  

  Business Response

  Date: 06/30/2025

  *********, we're really sorry this experience has been so frustrating. We understand how upsetting it must be to feel like you're not getting clear answers, especially when its about a refund thats still unresolved. It sounds like the refund was automatically issued to a bank account thats now closed. When this happens, the funds usually get rejected by the bank and sent back to our payment processor. We know youve already shared that your bank confirmed this, and we appreciate you checking.

  To help with your refund, we emailed you on June 28, 2025, in support ticket #********. Please follow the instructions in that message to share your current bank account details using the secure form, then reply to the email so we can keep helping. 

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23521169
  
  I am rejecting this response because:
  They provided me a form to complete with my bank info and requested a bank statement to receive a refund. I have submitted the form and bank statement. I received an automated email stating they would respond soon. They have not responded with an agent to follow up with me, nor have they provided me with a refund. Until I receive my refund deposited into my bank account, I am not satisfied with their response. 
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 07/10/2025

  Hi *********, thanks for sending over your bank document. Were actively looking into your request and will keep in touch through Ticket #******** as we work with our payment partner and engineering team to explore options on how to move forward. If you have any questions, just reply to that ticket so we can help you faster. Thanks for your cooperation and patience.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23521169
  
  I am rejecting this response because:
  The business is still stalling a simple transaction to refund my money into my bank account by stating that their engineers need to work on a way to refund my money. This is ridiculous when they now have my bank info and I have the email showing they attempted a refund to my previous account. All it takes to refund money is having someone in authority authorize the refund, not engineers to redesign their entire system. I believe they will continue to make up this story about engineers unless there is continued pressure. Until I receive the refund I do not want to close my complaint because I have no faith that this business will honor their promise after delaying me for 3 months over a $25 refund. 
  Sincerely,
  
  ********* ******