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:12/05/2022

  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.

  On 11/15/22, Rocket Money claimed they were able to negotiate a savings of $210.33 spread over 3 months ($70.11/month) off my ****** home security bill. I called ****** on 12/5/22 and spoke with *************************** (*********@******.com) from their Loyalty Department, who said that they did not have knowledge of this negotiation. I am still being billed by ******, contrary to what Rocket Money promised. ****** claimed that they did not approve of this negotiation and therefore could not honor the $210.33 "savings" claimed by Rocket Money. ****** could only credit $78.60 to my account, after I spent almost 2 hours on the phone with them. Not only did Rocket Money fail to negotiate any discounts as promised, I had to perform a negotiation myself. Therefore I want a refund of the $63.09 negotiation fee that Rocket Money charged me for a non-existent bill "savings" and for wasting almost 2 hours of my time talking to Vivint. I will not hesitate to initiate a dispute with my credit card if Rocket Money continues to demonstrate failure in providing the services they advertise.

  Business Response

  Date: 12/08/2022

  Hi *******, thanks for reaching out to us! We are happy to help.
  
  I see that you have already been refunded for the negotiation and the remaining balance has been waived. I am attaching the correspondence from my teammate Charlotte below. If you have any further questions please email us at [email protected] and we will be happy to take a look further. 

  Hi *******!
  
  Thanks for getting back to me! I am sorry to hear this. I have refunded the amount of $10.51 that was paid towards this negotiation. The funds will be in your account within 5-10 business days. The remaining balance has been waived at this time.

• Initial Complaint

  Date:12/05/2022

  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 signed up for a premium service called ********. I was never notified that Rocket Money bought ******** and is now functioning under a Rocket Money. Rocket Money has been withdrawing funds from my account in the amount of $48.00 per month however, the service they have provided has failed, is not working properly and will not link any accounts I have. They ceased all communication and did not inform me my accounts to Rocket Money subscribtion were not linking and therefor no account tracking was being done. I was paying for a service that was not doing what I signed up for and with zero communication. I called this company twice and was cold transferred once, second person told me the only way I can resolve anything is to talk to a chat bot at the "bottom of the screen". In following those directions, the chat bot tells me someone will call me within a day. So how is this okay? You can see where accounts were unlinked. I was never notified of this. Nor was I notified of an upcoming $48.00 subscription charge. You can also see where the chat bot tells me no one is available and I'll be responded to within a day! This is a HIGH charge for zero service.

  Business Response

  Date: 12/06/2022

  Hi ******. Thanks for reaching out to us.
  
  Unfortunately we do not have phone support, however we are more than happy to help you through email or chat.
  
  I sincerely apologize for the confusion. That's a charge for a Rocket Money Premium membership. This is an optional service that gets you all of our best money-saving features. It looks like this was selected shortly after downloading the app. 
  
  We offer the Premium membership on a sliding scale of $3 -$5 per month (billed annually at $36, $48, and $60) or $6-$12 per month, billed monthly.
  
  I'm seeing that the $48/year Premium membership was selected. It sounds like this might have been unintentional. We've gone ahead and canceled your Premium membership. A $48 refund will also be processed for your recent charge. You'll receive your money back in 5-10 business days.
  
  Please kindly note, canceling your Premium membership does not delete your account or remove any active Bill Negotiations. 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. ********************************************************************************
  
  Should you have any other questions or concerns, please feel free to reach out to us at [email protected] and we will be happy to help. 

• Initial Complaint

  Date:11/18/2022

  Type:Order 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 am unable to cancel my account because they prevent it. For the past three months I receive the same message. " It looks like you are logging in from a new device. Please click on the email confirmation to continue." They never sent a confirmation email. When I attempt to use their help menu, it's just an automated system that provides redundant information. They are holding me and my personal information hostage.

  Business Response

  Date: 11/21/2022

  Hi ********,
  
  So sorry for the inconvenience! We'll be happy to look into this for you and ensure your account is deleted!
  
  Please email [email protected] and we'll get right on this for you!
  
  Thanks so much!

  Business Response

  Date: 11/23/2022

  Hi ********,

  We're so sorry for the frustration. We'd like to get this resolved for you ASAP, but are unable to locate your account with the information provided. If you can respond here or email us with at [email protected] with your email address associated with your Rocket Money account, we'll be happy to get it completely deleted. 

  Thanks so much!

• Initial Complaint

  Date:11/05/2022

  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 signed up for services with great hopes. Instead I was notified via email October 29, 2002 that they had saved me $480 and that I would be charged nearly $200 for a 'negotiation' that changed nothing on my bill with Spectrum Internet. I received the email from Spectrum November 1, 2002 about my 'change in service' and noted that my monthly payment was the exact same, not $40 less per month that Rocket Money claimed to have saved me. I reached out to Rocket Money daily by email and by message on their website from 11-01-2022 to 11-03-2022. I sent copies of the email from Spectrum showing exactly what my service was and that my 'new' monthly payment would be exactly what I was already paying. Rocket Money, when they did respond, said I would have to wait two months to make my complaint....two months that they would be charging me money fraudulently. I am incredibly unhappy.

  Business Response

  Date: 11/08/2022

  Hi *********, Thanks for reaching out to us! I’m a member of our Customer Experience Team at Rocket Money. I’m happy to investigate.
  
  Most discounts will be applied to the next billing statement generated after your negotiation date. However in some cases, it can take up to 2 billing cycles for a discount to be applied. It really depends on when your billing statement begins and ends, and when the discount was applied.
  
  Our negotiations has refunded you the $32 negotiation fee and you should no longer be charged for this negotiation. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays.
  
  If you need any further assistance or have any follow up questions please email [email protected] and we will be happy to assist further. 

• Initial Complaint

  Date:11/03/2022

  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.

  I paid Rocket Money to lower my spectrum bill. They said they lowered my bill from 80 a month to 40 a month. When I spoke with spectrum they had not lowered my bill. They charged me 144 dollars as a "fee" for lowering my payments as a "cut" of my savings. This is FALSE my bill is exactly the same, and they stole 144 for not achieving what they said they were going to. I contacted spectrum and reduced my internet speed to lower my own bill to $60. This company is a scam, and unethical.

  Business Response

  Date: 11/07/2022

  Hi *******, Thanks for reaching out to us! I’m a member of our Customer Experience Team at Rocket Money. I’m happy to investigate.
  
  Our negotiations supervisor, Jack, responded to your inquiry via email ****************@*****.com. I am attaching their message to you below. Please respond to their email for further resolution.
  
  Hi *******, my name is Jack, and I am a supervisor here with the negotiation team.
  
  As ******* mentioned, it does take 1-2 billing cycles for a discount to reflect on your billing statement. The discount is not applied to your current billing statement. We do not negotiate with customer service departments, so they would not be aware of any new discounts negotiated until they have been applied to your billing statement.
  
  Most discounts are applied to the next billing statement that is generated after the negotiation date, but we state 1-2 billing cycles because it depends when your billing cycle starts and ends. If your billing statement is generated within a few days of the negotiation, it may not be reflected until the second statement.
  
  Your negotiation was completed recently, on October 26th. It has been less than two weeks since the negotiation was completed. The discount we negotiated was for $30/mo, and also upgraded your internet speed from 300mbps to 500mbps.
  
  If you have since changed your service and/or canceled the negotiation that we completed, please send me a copy of your confirmation email from ******** and we can issue a refund once we confirm that you won't be receiving the discount.

• Initial Complaint

  Date:10/27/2022

  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 have contacted Rocketmoney numerous times to receive a $36 which was charged to me for bill negotiation for ************ The new negotiated rate happens to be exactly the same before and after the negotiation. I have texted with ***** numerous times along with sending emails to support with no valid response. There doesn't appear to be a phone number to call Rocketmoney which is not helpful to users seeking help.

  Business Response

  Date: 11/03/2022

  Hi ****, Thanks for reaching out to us! Im happy to help. 
  
  I see that our negotiations supervisor, ****, has recently responded to your chat. I am attaching his message below. Please reply to the chat if you would like us to cancel and refund your Premium membership fee ($36). 
  
  Hi ****, my name is **** and I am a supervisor here with the negotiation team. Our apologies for the issue, but I'll be happy to help with this.
  
  You had submitted a negotiation request for your ******** bill, which you had been paying a promotional rate of $10.02/mo for the Platinum plan.
  
  When we contacted ******** on October 21st, they informed as that your promotional rate was expiring in November. The rate of $10.02/mo could not be lowered because it is already a promotional rate. That rate was scheduled to expire on November 12th, at which time you were going to be charged the regular rate of $27.84/mo for the Platinum plan. That is not something that Rocket Money can control. ******** controls the start and end dates of their promotions.
  
  Our negotiator applied a new promotional discount of $16.93/mo, which keeps your bill from increasing to $27.84. The monthly total with the new discount is $10.91/mo for 12 months.
  
  My associate ***** did waive your negotiation fee and issue a refund of $15.23 for the payment that had been made. You are not being charged for this negotiation.
  
  The fee of $36.00 is the fee for a year of access to Rocket Money Premium. This is a separate service and fee apart from bill negotiations. Premium membership offers a variety of additional features beyond what is available in the free version of the app.
  
  If you no longer wish to continue with a Premium membership, we can cancel that and issue you a refund of the $36.00 as well.
  
  Please let me know if you'd like to do that and we'll get that taken care of for you.

• Initial Complaint

  Date:10/14/2022

  Type:Order 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, October 7, 2022, I signed up for Rocket money. I tried to cancel the subscription 2 days later. The site doesn't allow you to speak to someone or leave a message. I have made several attempts to no avail.

  Business Response

  Date: 10/25/2022

  Hi ********, Thanks for reaching out to us! My name is Becky, and I’m a member of our Customer Experience Team at Rocket Money. I’m happy to help. 
  

  I've gone ahead and cancelled your Premium membership under the email address ******************** A $8 refund will also be processed for your recent charge. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays. 
  

  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.

  If you need any further assistance please email [email protected]. 
  

• Initial Complaint

  Date:10/08/2022

  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 have ****** ** on both of my cars and at home I have joined rocket money to lower my bill with ********, and they negotiate with ******** to Lower my bill. I got a bill from ******** and rocket money paying for ********. I pay my bill through ******** not Rocket Money and Rocket Money have the nerve to take my money out and I'm not happy with this cause I'm not paying twice for ******** and rocket money ain't no way. I told the man from Rocket Money to cancel my account he told me I had to pay a large sum of money to cancel my account I told him I was not going to pay it because I pay monthly thru ****** **. I just want rocket money to cancel my my account and stop charging on my debit card. Rocket Money charge me twice for ******** and I want to know what do they do with the money? Do they give the money to SiriusXM? Because I don't want ******** to turn off my service for some screw up that Rocket Money did.

  Business Response

  Date: 10/11/2022

  Hi *****, thanks for reaching out! 
  
  Sorry for any confusion. I see that you have been in contact with multiple representative from our team on this. Here is the latest:
  
  "Hi *****, Jack here, with the negotiation team. 
  
  The reason you were charged was due to the recent bill negotiation that you requested on your ******** account in August.
  
  When you setup 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 50% of the year's savings. You had 3 radios on your account receiving the Platinum plan, and we were able to reduce all 3 down to $11.46/mo each. This saves you $40.78/mo on your bill and $489.36 over the course of the year. At 50%, the negotiation fee for this is $244.68. That was split into 5 payments of $48.94. This fee is paid to Rocket Money for the negotiation, and is not paid towards your ******** bill.
  
  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 setup a payment plan was also included, if you'd like to split the fee up into smaller monthly payments."
  
  You can find our terms of service here: ************************************************************************
  
  The fee that is charged by Rocket Money is a negotiation fee paid in exchange for the service of lowering your bill. However Rocket Money does not pay your bills for you. You must still pay your billing statement each month to your provider, in this case ********. We only negotiate a lower monthly price for your services. The fee is based on a percentage of your choosing of the years savings that we negotiate. For this negotiation you selected a 50% negotiation fee.
  
  However, we have issued you a refund of $97.86, which will be credited back to your card charged in 5-10 business days. All remaining fees have been waived. 
  
  If you have any further questions please email [email protected] for further assistance.  

• Initial Complaint

  Date:09/21/2022

  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 was randomly charged $36 from this company that I have never used. I used truebill years ago, and thats how they got my billing information. I reached out for a refund, and they told me they could not locate an account for me, even though I provided all information. If I dont have an account with them, why am I being charged? They could not locate any record of the charge, even after I provided my billing statement. Scam artists. I would never trust rocket for anything, they are predatory lenders in the mortgage world, and their business practices are reflecting nothing but scummy, terrible people. ***** will catch up to them.

  Business Response

  Date: 10/03/2022

  Hi ****, Thanks for reaching out to us! My name is Becky, and I’m a member of our Customer Experience Team at Rocket Money. I’m happy to help. 
  
  Sorry for the troubles. 
  
  I see that your account has been deleted and your $36 refund was issued as of September 21, 2022. You should be all set. 
  
  Please let me know if that is not the case. 

• Initial Complaint

  Date:09/14/2022

  Type:Billing 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 agreed to a negotiation for a bill. All of a sudden, without prior communication, I get charged 30% of the putative saving ($443) the company claims to have obtained. However, the rate they mention the bill would have gone up to ($103/mo) is reflected nowhere, and my account with the company shows a very different number ($87.59). Upon explaining this to the company and attaching documentation, I received no longer a response. This negotiation appears more and more to be a fraud, please don't fall for it.

  Business Response

  Date: 09/18/2022

  Hi *********, Thanks for reaching out to us! My name is Becky. I’m happy to help.

  So sorry for the inconvenience and delay here.

  I took a deeper look into this. We received your negotiation request in July. We contacted ******* in early August, and they informed us that you were under a promotion ($67.59) until the end of the month, August 27. We notified you on August 2nd that we would have to delay the negotiation until after the old promotion expired. August 29th we negotiated a new discount for you ($103.94).

  We see that you have already disputed the negotiation fee charge with your bank, meaning we cannot issue a refund. The bank will have to complete the dispute investigation and determine whether or not this charge was valid. We cannot issue a refund for you while a dispute is in process, because the bank has frozen the funds. However, once your bank concludes the investigation your funds will be refunded back to you.

  If you have any further questions please reach out to us at [email protected] and we can assist further.

  Business Response

  Date: 10/04/2022

  Hi *********, 
  
  I understand. I will pass this along to our Negotiations team. 
  
  Once your bank completes the dispute investigation and determines this charge was not valid, your funds will be refunded back to you.
  
  If you have any further questions please reach out to us at [email protected] and we can assist further. Thank you! 

  Customer Answer

  Date: 10/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************