Complaints

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:01/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 15, 2022, I started to receive loads of fraud in my Bank Account with ****, which we are still trying to get sorted out to this day, which is ridiculous. I wanna make it clear that I have never signed up for anything with the phrase Rocket Money in it, and on December 15, that is when I started receiving emails from Rocket Money detailing the exact charges and notifications as the fraud in my bank. My complaint is, I believe the fraud, and Rocket Money are connected, and I wanna know what Rocket Money, as a financial advising company, is going to do for a 19 year old college student who had $5000 stolen from her coincidentally. Also, if I never signed up for an account with Rocket Money, how on Earth do you guys have my bank information, and why do you have my bank information?

  Business Response

  Date: 02/09/2023

  Hi ******, thank you for reporting this to us! We know that security is extremely important, and your trust is really valuable to us.
  
  First, I'm so sorry to hear about what you've experienced with your **** bank account. That sounds really scary and I would be worried about account security as well. I'll share a bit about how Rocket Money works and if you have any follow-up questions, please let us know by emailing us at [email protected].
  
  Rocket Money is a personal finance app that helps you keep track of your spending, and recurring subscriptions. Members link their bank accounts in order to utilize the app. I understand that you never created an account with us. However, it sounds like someone was able to create a Rocket Money account and successfully link your **** login credentials. That means that someone would have to know your **** login credentials.
  
  We strongly recommend that you consider changing your **** credentials if you haven't already, especially if it is re-used across multiple websites/apps/services, as that can be a common reason why unauthorized logins happen.
  
  In situations like these, we also recommend reaching out your bank ASAP when charges and the company look completely unfamiliar. Your bank will be able to locate and stop the charges. It sounds like you've already taken these steps, which is great!
  
  On our end, we've gone ahead and deleted the account under ********************* Your personal information has been removed from our system.
  
  Security at Rocket Money
  We take a number of different security measures to ensure that the data linked is secure with us. First off, we never store your bank login information. That information goes directly to our account connection provider, *****. This is the same app that *****, *******, *********, and most financial apps use. For more information on *****'s security practices, see: ********************************;
  
  We only gain read-only access to your transactions, and therefore we cannot charge you or extract money from your bank account without your consent. All communication between your device (using the Rocket Money app) and our servers is encrypted with strong TLS protocols and ciphers.
  
  I hope you find this helpful. Feel free to reach out to us at [email protected] if you have any further questions.

• Initial Complaint

  Date:01/16/2023

  Type:Customer Service 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.

  Rocket money claims to have saved me $906 on a ********** account. I do not have a ********** account. ********** doesn’t even exist. They were taken over by ******* prior to Rocket Money supposedly saving me this money. I am not on a contract with *******, nor was I with **********, so I can’t see how they can justify saving me money, when I am under no contractual obligation with either ********** or *******. In addition, my ******* bill has not gone down a penny. As a matter of fact, it is gone up. Rocket money has so far stolen over $400, as a part of this so-called savings, of which there is no evidence of. Rocket Money is a scam. The photo I’m including shows rocket money claiming they saved me $906 and right below shows that my ******* bill has gone up.

  Business Response

  Date: 01/30/2023

  Hi ****, thanks for reaching out to us! We are happy to look into this.
  
  In August 2022, ********** rebranded to become *******, however the parent company ****** *** remains the same. All discounts, promotions, and credits that were applied to your ********** account will carry over as your account becomes an ******* account. If you have requested a negotiation of your Suddenlink bill, we will still be able to complete the request as an ******* negotiation without any additional action.
  
  In addition, ****** has confirmed that they will be removing data caps and overages on all ********** internet plans as part of the transition to *******.
  
  As far as a contract, we did not lock you into a contract. The savings we secured are good for 12 months with no contract.
  
  As noted in your confirmation email, it can take 1-2 billing cycles for a new rate to take effect. If you don't see the advertised savings within that time frame, just give us a shout at [email protected], and we'll be happy to look into it for you!
  
  I hope this information helps! If you still have specific questions about anything related to Rocket Money, please let us know and we'll be happy to answer them.
  
  

• Initial Complaint

  Date:01/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used their services to reduce my internet bill (xfinity) and agreed to pay 30% of the SAVINGS. They negotiated with xfinity for the same internet I was already paying for which was $95/mo for me and they got it down to $80. Which is a $15/mo savings multiply that by 12 months and you get $180 in total savings for a year. Making 30% = $54 that I would owe. They are claiming they saved me $32/mo for a total of $384 in savings and making the 30%= $115.20 …excuse me?! You ONLY saved me $15/mo. What is this scam crap? And the worst part? I’ve tried reaching out to them MULTIPLE times with zero response. I am beyond frustrated.

  Business Response

  Date: 01/30/2023

  Hi *****, thanks for reaching out to us! We are happy to look into this. 
  
  I see that our Negotiations specialist, ********, responded to your inquiry on January 13, 2023. I am attaching their response below for your reference.
  
  We see that the previous rate was on a promotional rate that expired, causing your rate to increase to $117, but our team was able to secure a new $32/month savings good for 12 months.
  
  Hi *****!
  ?
  ?It looks like we just negotiated your bill recently. As noted in your confirmation email, it can take 1-2 billing cycles for a new rate to take effect. If you don't see the advertised savings within that time frame, just give us a shout, and we'll be happy to look into it for you!
  
  Account Holders Name: *************************
  Provider: ******* (*******)
  Old Plan: Super fast internet 800 Mbps+ unlimited data.
  New Plan: Super fast internet 800 Mbps+ unlimited data.
  Recurring Rate: $ 95
  Renewal regular price: $ 117
  Monthly Savings: $ 32
  Start Date of the Promotion: January, 29, 2023.
  End Date of the Promotion: January, 29, 2024
  Additional notes: Able to get $ 32 monthly discount all good for 12 months.
  
  If you have any further questions, please email us at  [email protected], and we'll get right on this!

  Customer Answer

  Date: 02/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  they are lying. I proved to the customer service rep that finally responded to my issue and showed that they were scamming me and received the refund. I don't care to speak with them any further now. Only reason I am rejecting is that response is a lie and not even how it got resolved.

  Regards,
  
  *************************

  Business Response

  Date: 02/15/2023

  So sorry for the frustration, *****! Our charge did match up with the 30% of the savings we won for you. That said, as you are a valuable member with us, we initiated a refund on what you were charged. Please give the refund 5-10 days to complete processing. Thank you for your feedback and for having used our services thus far. For any additional questions or concerns, feel free to email us at [email protected].
  

  Thanks so much!

• Initial Complaint

  Date:01/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been contacting customer service for a week with no reply. The checking balance of my ***** account is incorrect. It shows the total balance of checking and savings combined Thus my net worth is incorrectly calculated I have tried resyncing, removing and adding the ***** accounts all to no avail No one has replied to my numerous requests for help correcting this Makes me doubt how effective this company is at renegotiating my monthly expenses Does anyone actually work for this company?I will never recommend this company to anyone and will dissuade people from using it. Lack of accuracy in finance is unconscionable

  Business Response

  Date: 01/27/2023

  Hi *******, thanks for reaching out to us! We are happy to look into this. 
  
  I see that our team did reach out to you on January 12, 2023, letting you know the issues your bank account was having with our third-party linking provider, Plaid. I am attaching the message below as well for your reference:
  
  Hello *******,
  
  After reviewing the Plaid ticket created for ******* ***** ***********Credit Union, it looks like there is a discrepancy in how information from your bank is being provided in the Plaid link. When ***** sends the information to Plaid, they send the two account balances as a combined total. Unfortunately, since all of our members banking information comes through the Plaid connection, they have to be the ones to rewrite the connection in order to depict accurate balances for each account under *****.
  
  In full transparency, many of our top bank connections are in the midst of an update, due to a data agreement renewal. Plaid has decided to focus on the connection updates for major banks right now, due to this smaller institutions are in a backlog for repair and updates.
  
  Unfortunately, we don't currently have live phone support as we don't have the bandwidth to support the volume of incoming calls due to our team size. It looks like your negotiations are still in progress, since this a labor intensive process most negotiations take more than 5 business days to complete.
  
  Feel free to reach out to support at [email protected] if we can assist you with anything else. Thank you. 
  
  

  Customer Answer

  Date: 02/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: it's bull....I should have been told that they could not link to my credit union, ***** while I was signing up. I would never have continued. Because this information is not accurate, most of the services they offer are useless...e.g. expenses, cash flow, net worth etc.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 02/14/2023

  Hi *******,

  We're so sorry for the frustration. Please understand that this was an unexpected issue that our linking provider had with your bank that unfortunately isn't in our hands. That said, I went ahead and refunded your last two premium charges as a courtesy for your inconvenience. Please give the refund 5-10 days to complete processing. We'll be happy to keep you updated on *****'s work toward a resolution with your bank. For any concerns, feel free to email us at [email protected] and we'll be happy to assist you!

  Thanks so much!

• Initial Complaint

  Date:01/03/2023

  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.

  Downloaded the Rocket Money application on my smart phone. Signed up for the free-trial and cancelled the same day! Rocket Money charged $96.00 to my financial institution. I believe this is fraud.

  Business Response

  Date: 01/27/2023

  Hi ****, thanks for reaching out to us! We are happy to look into this. 
  
  When you agree to our terms of service, you agree that Rocket Money can negotiate a bill on your behalf. You can check out our terms of service here: ********************************************************************************************************************
  
  The reason you were charged was due to the recent bill negotiation that you requested for ******* ********. When you set up your negotiation request, you were asked to choose a percentage of the savings that Rocket Money negotiates for you to pay as your negotiation fee. The options range from 30-60% of the total savings over the first 12 months.
  
  For this negotiation, you chose to pay a fee equal to 40% of the year's savings. We pulled up your account, and it looks like our team was able to secure a $20 monthly savings good for 12 months. This is an annual savings of $240! The fee that you selected for this negotiation is $96.
  
  A confirmation email with all the details including the savings amount, negotiation fee, and payment date was sent out immediately after the negotiation was completed. A link to set up a payment plan was also included, if you'd like to split the fee up into smaller monthly payments.
  
  If you have any further questions, please reach out to us at [email protected] and we will be glad to assist you. Thank you. 

• Initial Complaint

  Date:12/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trubill used to have a feature where they could negotiate a bill for you. Apparently trubill was bought out by rocket money. Rocket money went ahead without my permission for them to do it (I only authorized trubill) and negotiate a bill. I didnt authorize rocket money to do anything, and although normally I wouldnt have a problem rocket money decided to negotiate a bill that I had already negotiated. They got the same discount I had already negotiated for and then wanted to charge me for the service. After I got a call from my internet provider that someone was using my phone number and impersonating me which I NEVER authorized. They got the same discount I had already negotiated for and then wanted to charge me for the service. This is fraud and should not be taken lightly.

  Business Response

  Date: 01/27/2023

  Hi ******, thanks for reaching out to us! Im happy to look into this. 
  
  So sorry to hear about this issue. 
  
  When you agree to our terms of service, you agree that Rocket Money can negotiate a bill on your behalf. You can check out our terms of service here: ********************************************************************************************************************

  I reviewed this with our Negotiations manager, and we went ahead and waived the $110.16 negotiation fee from your account. You no longer have to pay this. 

  You're on the free version of the app. Please feel free to continue with the free version or follow this guide to delete your account: *************************************************************************************
  
  If you have any further issues, please reach out to us at [email protected] and we can assist you. Thank you. 

• Initial Complaint

  Date:12/13/2022

  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 was charged $48 for a "premium" subtraction without my authorization. I do not have an account with Rocket Money. I was charged $48 on 12/13/22.

  Business Response

  Date: 12/19/2022

  Hi ******, thanks for reaching out to us! I'm happy to look into this. 
  
  It looks like you signed up for an annual subscription at $48/year on December 2021, so that recent charge is simply an annual renewal. It looks like this was selected shortly after downloading the app. It sounds like this might have been unintentional.
  
  The $48 Premium charge failed, so we never actually received the payment. I can confirm your Premium membership is now canceled. 
  
  Cancelling your Premium membership does not delete your Rocket Money account or remove any active Bill Negotiations, so you will continue to get notifications and emails unless you change your alerts & notification settings in the app or online.
  ?
  ?You're now on the free version of the app. Please feel free to continue with the free version or follow this guide to delete your account: ********************************************************************************
  ?
  ?I hope that down the road you will choose to support us again as we are constantly adding new features to our Premium membership. Please let me know if there is anything else that I can help you with, if so, please reach out to us at [email protected]. Thank you. 
  
  

• Initial Complaint

  Date:12/12/2022

  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 downloaded the app and used it for couple of months and decided to cancel it early this year since the app was not very useful for me. I did not check my checking account as I should have until I found $6 charge every month since my cancellation of the service. I reached out to the app and they agreed to refund for the month of sept on Nov 15. So I figured this was the end and my subscription was canceled for good. I just checked my account today and I see they charged me again on Nov 23 for $6. This needs to stop. I need refund and get my account canceled for good.

  Business Response

  Date: 12/19/2022

  Hi ******, thanks for reaching out to us! Im happy to look into this. 
  
  I took a look at your account under the email address ****************** and I see that it is canceled as of Nov 16, 2022. The last $6 charge was on Nov 13, 2022. That charge has been refunded to the original bank account. I went ahead and issued you another $6 refund for the month of October. 
  
  Can you please check your bank statement and confirm the $6 transaction you see on Nov 23 is a credit or a charge?  
  
  If it is a charge, please reach out to us with a screenshot of the charge to email address [email protected] and we will be happy to investigate further. Thank you!  
  
  

• Initial Complaint

  Date:12/06/2022

  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 enrolled on what was the ******** app last summer, at some point it became Rocket Money. I saw a notification that they thought my ******* internet was too expensive and they would negotiate to bring it down. I allowed it not knowing that it would recur. Today(12/6) they charged me $180 for negotiating at a 50% fee, which I DID NOT authorize. I immediately sent them an email stating this and that I would take legal action if not reversed IMMEDIATELY. It's end of business day here in Oregon and I have had no response. This is my first shot over the bow, so to speak, to ensure to ***** and *** at Rocket Money that I am serious. I have read all the complaints on here and apparently this is standard procedure for this company. They are fraudulent and their business practices are very questionable.

  Business Response

  Date: 12/13/2022

  Hi ******, thanks for reaching out to us! Im happy to look into this. 
  
  I see that our negotiation team supervisor, ****, has responded to your email. He has explained why we negotiated your bill, how much we saved you and why you were charged a negotiation fee. As a courtesy, he has refunded your $180 negotiation fee. I am attaching his message below. If you have any further questions please email us at [email protected]. 

  Hi ******, my name is ****, and I am a supervisor here with the negotiation team at Rocket Money. I'm so sorry to hear about this issue, but I'll be happy to help with this.
  
  I pulled up your account and the reason why this negotiation was done is because when you initially submitted your ******** negotiation request on July 14, 2022, you opted into automatic renegotiations. During the setup process, users may select this option, which helps to keep your bill low by periodically attempting to negotiate new discounts, promotions, or credits to your account.
  
  By selecting this option, you are authorizing Rocket Money to periodically attempt to lower your bill. You can turn this off at any time in the app by toggling off the negotiation switch found in the same place where you setup the request.
  
  When you first submitted your bill, we tried to lower your bill, but you were already receiving the lowest price for your ******** internet bill. A one time credit of $20.00 was granted as a courtesy by ******** since there were no ways to lower your bill on a monthly basis.
  
  In November ******** raised the rate of all their internet plans by $5/mo. That is why your bill increased from $79.99/mo to $84.99/mo.
  
  We sent an email notice to you on November 29th letting you know that your ******** bill was ready for another negotiation attempt. The negotiation attempt was completed on December 2nd, and a discount of $30/mo for 12 months was added to your account. This discount will reduce your rate from $84.99/mo to $54.99/mo, saving you $360 over the course of the year.
  
  A confirmation email was sent to ************************ with the details, including the negotiation fee and date that the payment would be withdrawn.
  
  Bill negotiations are a paid service that we offer. When you setup your negotiation request, you were asked to choose a percentage of the savings we negotiate to pay to Rocket Money/******** as our negotiation fee. The options ranged from 30% to 60% of the total year's savings. You selected the 50% option, which is why the negotiation fee charged was $180.00, 50% of the $360 in savings for the year.
  
  I do see that you canceled your Premium subscription after being charged the negotiation fee. Premium subscriptions and bill negotiations are two separate services, with separate billing structures. Canceling a Premium subscription will not cancel any bill negotiations that have been requested or completed, nor waive or refund any negotiation fees that have been incurred.
  
  Your ******** bill has been reduced by $30/mo but as a one time courtesy, we can issue a refund of the negotiation fee. You'll receive a refund of $180.00 back to your card charged within 5-10 business days, and you'll still receive the discount that was applied to your internet plan. This will save you $360 over the course of the year.
  
  I hope this helps ******. Please let me know if you have any other questions. Have a safe and happy holiday!

  
  

• Initial Complaint

  Date:12/06/2022

  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 used Rocket Money to check to see if there was any subscription I needed to cancel. I really dont get on the app much. I woke up this morning 12/6/2022 and had a message that a transaction was declined due to not enough funds in my account. I opened up my backing account and noticed that there was a charge on my account for $47.97 and the description stated Negotiations. I called the number on the explanation and it came up to Rocket Money. All I can do is chat someone and not talk to a person. I never authorized for any negotiation with any companies I deal with. I have talk to the company they supposedly negotiated with and they have not received and payment of $47.97. the last payment they received came from my debit card for $7.98. I am wanting a refund from Rocket Money by the end of the day of 12/6/22 of $47.97 then my account cancelled with them. This is a scam to get peoples money. I have attached the information from Rocket Money that was fraudulent. I will also add the information from my checking account which has the number to Rocket Money.

  Business Response

  Date: 12/08/2022

  Hi ****, thank you for reaching out! 
  
  I apologize for any frustration caused or any confusion. 
  
  We can only negotiate a bill for you with your permission, which you gave to us in July 2022. You can find more information on our negotiation feature in our Terms of Service here ************************************************************************. 
  
  Our team has waived half of your fee ($47.97) and you won't be charged for the rest ($47.97) as we have canceled that charge. You'll receive your money back in 5-10 business days. 
  
  I hope this provides some clarity. If you have any further questions please feel free to reach back out or email us at [email protected].