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Business Profile

Billing Services

Rocket Money Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 273 total complaints in the last 3 years.
  • 103 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/02/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Rocket Money has great features but the negotiation of a bill must have been done wrong. My bill is normally $69.99 for spectrum internet services. I had a late payment one month and they charge a $20 late fee which made my bill $89.99. When rocket negotiated a bill for me they had the bill reduced by $30 monthly saving me $360 a year based off the $89.99 not my regular rate. So actually they only saved me $10 a month, in which case the negotiation was charged wrong. My agreement was to pay $108 (30% of $360). I am unhappy woth this service and would like a refund of the $108.

    Business Response

    Date: 01/24/2024

    Hey there ******, 

    So sorry to hear about the trouble and confusion surrounding this negotiation! Thankfully I am seeing that you were able to get this resolved through our in app chat with one of our support agents, *********** 

    If you have any further questions or problems with that negotiation, please do not hesitate to reach back out. You can either followup with ***** through the in app chat or by sending an email to [email protected]  

    Thanks! 

  • Initial Complaint

    Date:12/17/2023

    Type:Product Issues
    Status:
    Answered
    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 signed up for Truebill (now Rocket Money) and paid $3 a month. I cancelled back in April 2022 and have an email confirmation saying I’d have access to premium features until May 2022. Rocket Money has since taken over and I’ve not reactivated a subscription. I saw a charge come out this month (December 2023) for Rocket Money premium for the same $3 and checked back in my transactions and saw they have been charging me since May 2022. When I go into the app, it doesn’t show I’m subscribed and there’s nowhere for me to cancel anything because it shows I’m not subscribed. I plan on reaching out to get fully refunded and close my account, but this is terrible business practice. It’s astonishing to me that I’ve still been charged when supposedly my card information isn’t even attached to the app. This concerns me that in their internal system, they still have my card information on file somewhere.

    Business Response

    Date: 01/08/2024

    Hi *******, thanks for reaching out to us! Im happy to look into this. 

    Taking a deeper dive, I am seeing that you may have had two accounts open with us linked to two different email addresses. So while your account linked to the email shared here had been cancelled on Apr 25th, 2022, you had another account that was still active linked to the email ***************************

    I see that one of our support agents, *****, already went ahead and canceled the Premium membership and deleted the account from our system completely on Dec 19th, 2023. You should have already received a refund for that account, but if not please reach out to our support team once again. 

    They can be reached either through the in app chat or by sending an email to [email protected], we would be happy to get that refunded for you ASAP. 

    Thank you. 

  • Initial Complaint

    Date:12/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 Nov 8th and again on Dec 8th my account was charged $4.00 on both dates. Know it's not significant amount but I never signed up for this service! Then when you go online to contact or dispute it, the path to a resolution is impossible!

    Business Response

    Date: 01/08/2024

    Hi *****, thanks for reaching out to us! Im happy to look into this. 

    So sorry to hear about the difficulty with this situation! I see one of our support agents, *******, has reached out to you via chat previously on December 13th, 2023 requesting additional info to locate this charge but received no response.

    Please reach out to us once more by either responding to that chat or by sending an email to [email protected], and we will be happy to locate that charge and get it refunded for you.

    Please include the following details in your email: 
    - the transaction's billing description (as it appears on your account statement)
    - the name of the bank that was charged
    - the last 4 digits of the account charged (not the card)
    - amount and date of the last transaction

    Thank you! 

  • Initial Complaint

    Date:12/11/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Rocket money has been charging me without authorization. I cancelled my subscription when the company was known as truebill. However, rocket money has continued to charge me. This is dishonest and I would like a refund of all fees paid. It can go to my ******, *********************** I'm currently in the process of getting the most recent charge refunded. Refund the rest, I have never used rocket money.

    Business Response

    Date: 01/08/2024

    Hi ****, thanks for reaching out to us! I'm happy to look into this. 

    I see that one of our support agents, *****, already canceled your Premium account and issued a refund to your ****** on December 11th, 2023. You should have received your refund to your account by now, but if not please reach out to ***** once again and they can take another look here. 

    If you see any new charges, please do not hesitate to reach out to us via an email to [email protected], and we will be happy to get that refunded for you as well. 

    Thank you. 

  • Initial Complaint

    Date:12/04/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    They stole $72 from me. I had never heard of this company until 2 days ago when I received an email saying my bank account was removed from their system. I called and they said I needed to email. When I emailed, I was ignored.

    Business Response

    Date: 12/21/2023

    Hi *****, thanks for reaching out to us! Im happy to look into this. 

    I see that one of our support agents reached out to you via email and already canceled your account back on December 5th and issued a refund. You should have already received your refund to your original payment method. 

    If you see any new charges, please reach out to us via email at [email protected] and we will be happy to get that refunded for you. 

    Thank you.

  • Initial Complaint

    Date:12/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Rocket Money took money out of my account without authorization

    Business Response

    Date: 12/18/2023

    Sorry to hear this *****! 

    This appears to be a fee from a successful bill negotiation you had requested. I see you reached out to us via email and our negotiation representative ******* responded to your most recent inquiry on November 30th, but received no followup. I will attach their response below for your reference:  

    "Hi *****, so sorry for any confusion, but I'll be happy to help with this.

    It looks like there was a preexisting promotion on your account that expired on November 26. We had sent you a notice on November 2 letting you know that your negotiation would be rescheduled for a date after your old promotion had expired. This is because only one discount or promotion can be applied at a time to your account.

    On November 27 we were able to apply a new promotion to your account that will replace the expired one. This will save you $47.12/mo for 12 months and will begin to be applied within 1-2 billing cycles."

    If you have any further questions or issues with that negotiation, please reach out to us again via that chat or by another email at [email protected] and we will be glad to assist you. 

    Thanks!

  • Initial Complaint

    Date:11/30/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 filled out application for **** signature credit card and i havent heard anything from this company for almost a month and it still stuck on a pending status and then I received email saying I was approved then all sudden it still saying the application is still pending

    Customer Answer

    Date: 12/16/2023

    They denied my credit card application you can closed the complaint 

    Business Response

    Date: 12/18/2023

    Sorry to hear this Jermmie, 

    Please note that approval for the Rocket Card is dependent on the underwriting process of our card issuing partner. This generally takes 3-5 business days, but in some case up to 30 days finalize.

    We don't have control over this timeline, however, you could contact our Card Support team to assist you with any questions you may have.

    You can call them at **************, Monday Friday 9 AM 9:00 PM ET, and Saturday 10:00 AM 3:00 PM ET.

    Although, I see you have already worked with our support team to cancel and delete your Rocket Money account. If you have any further issues or questions regarding the app or our services, please send us an email to [email protected]. 

    Thanks! 

  • Initial Complaint

    Date:11/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 downloaded the rocket money app. I wasnt a fan so I removed all of my banking info from it. As they make it hard to cancel. When u first sign in, it asks u things like how much do I want to pay. I choose the lowest option. I wake up today with a 48 dollar charge. Ive never used the service. Never canceled one subscription or negotiated a bill. I REMOVED my card info. So how can they charge me without that? Seems suspicious.

    Business Response

    Date: 12/19/2023

    Hi ********, thanks for reaching out to us!

    I’m happy to look into this. It sounds like you may have signed up for our annual Premium subscription before removing the app from your device! We can definitely see about getting that cancelled and refunded.

    We are unfortunately having difficulty locating an account with Rocket Money under your name or with the email address you have provided. Please send us an email to [email protected] so we can locate your account, cancel your subscription, and see about providing a refund.  

    Please include the following details in your email: 
    - the transaction's billing description (as it appears on your account statement)
    - the name of the bank that was charged
    - the last 4 digits of the account charged (not the card)
    - amount and date of the last transaction

    Thank you.

  • Initial Complaint

    Date:11/21/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Rocket Money charged my credit card without my authorization. I do not even have an account with Rocket Money---they have no record of any of my email addresses. To my knowledge, I never even signed up for their services. I discovered a charge on my debit card. I have bank records showing these transactions dating back to September of 2022. I was unaware of the charges until our expenses audit this week.

    Business Response

    Date: 12/07/2023

    Hi *****, thanks for reaching out to us! I'm happy to look into this. 

    Sounds like you may have signed up for our Premium trial by mistake! Not to worry, I see that the team already canceled your Premium membership and issued a full refund on November 21st. You should have already received that refund to your account. 

    If you see any new charges, please reach out to us at [email protected] and we will be happy to take another look.

    Thank you!


  • Initial Complaint

    Date:11/20/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 noticed an unauthorized charge on my account for $36.00 on 11/13/2023. I immediately reached out via email regarding this charge and the response was that my premium subscription service would be canceled. I don't want nor do I use these services so I replied requesting a refund. So far I have received no response, although the typical response time is cited as 1 business day per their email.

    Business Response

    Date: 12/06/2023

    Hi there *******, thanks for reaching out to us! I'm happy to look into this. 

    I see that we canceled your Premium account and issued a refund back on November 15th. You should have already received your full refund to your original payment method. 

    If you see any new charges, please reach out to us, [email protected], and we will be happy to get that refunded for you.

    Thank you.

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