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:09/10/2022

  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.

  Charged me monthly to lower my bill but didn't bills stay the same and I am still getting charged $35 as "negotiation". I was happy to pay but no changes to any of my statements. I would Like to cancel this scam promotion and have all my "negotiations pay reimbursed.

  Business Response

  Date: 09/14/2022

  Hi ******, Thanks for reaching out to us! 
  
  I would be happy to look into this for you, but first, we'll need to locate your account! 
  
  Can you please send over the email address that is associated with your Rocket Money account? Once I have this information I can further assist. Thank you! 

  Customer Answer

  Date: 09/18/2022

  [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,
  
  *******************
  
  

• Initial Complaint

  Date:09/07/2022

  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 tried Rocket Mortgage free last week and they took $48 out of an account of mind that they had access to - without my permission. You can't call them; nothing is listed on their site.

  Business Response

  Date: 09/13/2022

  Hi ****, 

  Our deepest apologies for this inconvenience! We have initiated a refund for this charge. Please give the refund 5-10 days to complete processing. We also went ahead and deleted your account and removed your information from our system. Thank you for your patience and please reach out to us via [email protected] for any further assistance!

• Initial Complaint

  Date:09/07/2022

  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.

  Rocket Money has promised to take 30% of what they save me from my ******* phone bill without changing any services or contracts. On 9/7/22, they inferred I would save $10 a month for 12 months totaling to $120. They demand that I pay 30% of that which is $36. Upon contacting my cell phone service provider, Rocket Money changed my phone plan to a more expensive plan while saying they wouldnt. They then received a $10 loyalty discount from my account and counted that as the money saved despite changing my service plan while saying they wouldnt. Rocket money plans on deducting $36 from my account on 09/09/22. I have contacted them and have reached no solution thus far. My current bill is the same, if not more even though they say they saved me $10 a month.

  Business Response

  Date: 09/13/2022

  Hi ******, 

  So sorry for the inconvenience and frustration thus far! We have initiated a refund on the $36 charge you referenced. Please give the refund 5-10 days to complete processing. We also see that your account has been deleted and your information has been removed from our system. For further assistance, please reach out to us at [email protected].

• Initial Complaint

  Date:09/06/2022

  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 is a scam. They lie about helping with finance management while failing to assist in even the simplest management of a bank checking account. They fail to maintain a consistent connection to bank and credit card accounts and then make no effort to inform the user of this failure. The amount of money and time I am losing as a result of this failure to even provide basic and timely information about my primary checking is nothing to scoff at. If I could afford to sue I would. They should be charged for false advertising if not full on fraud.

  Business Response

  Date: 09/12/2022

  Hi ******,

  Our deepest apologies for the frustration. We took a look into your account and reviewed your messages. We refunded your three most recent premium charges for the inconvenience as well as deleted your Rocket Money account. Your information has also been removed from our system.

  Thanks for trying us out and we wish you a wonderful week!

• Initial Complaint

  Date:09/03/2022

  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.

  I tried out True Bill premium and kept getting pressured to have them negotiate subscriptions. I tried a few, but most were already low. I cancelled the subscription months ago and completely forgot about it. Woke up September 1st to a $100 charge that I was NOT expecting. Couldn’t figure it out and realized True Bill charged me a fee for negotiating a subscription?? Their business practices DO NOT make clear how much you will be charged. They CERTAINLY don’t tell you that months later they will keep your information on file and charge you AFTER you have cancelled the service. There is NO reason bill negotiations should be cancelled separately. Tried to log in to see if there were anymore charges coming and you have to re download the app. There is no customer service available to speak of.

  Business Response

  Date: 09/12/2022

  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 want to assure you that we don’t pressure anyone to have a negotiation. We do send out marketing emails about lowering your bill, but you are not required to use the negotiation service. 
  
  It looks like you requested your negotiation on April 2nd, and on April 20, we sent a notice that you were under a promotion until August 26, 2022 and that your negotiation was being rescheduled for that time. You had about 4-5 months to cancel the negotiation if you no longer wanted it before it was completed. 
  
  We did not find any outreach from you to ask any questions or request that the negotiation be canceled. You can log in on the web anytime without having to download the app on her phone. We sent you a reminder notice via email on August 27 that your bill was ready to be renegotiated. 
  
  On August 26, you were charged $23.36 by ********, the full price rate for your service. On August 29, we completed the negotiation that applied a new discount to your account. You received a refund of $20.40 back from ******** in a prorated refund of the full price charge, and then were charged $6.46, the new monthly rate, on September. 
  
  You have already begun to receive the discount, all bill negotiations have been turned off for you.
  
  To aid the confusion we have refunded you the negotiation fee of $100.80. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays.
  
  You currently have a free Rocket Money account. This means that you'll still receive emails, notifications, and be able to use our free features. Please feel free to continue with the free version or follow this guide to delete your account: **************************************************************************
  
  Please let me know if you have any further questions. 

• Initial Complaint

  Date:08/29/2022

  Type:Sales and Advertising 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 signed up for True bill to see what they could find as far as subscriptions go and bills . I dont mind paying for the service of it works as advertised. They claimed they negotiated my ******* and ******* bill. I got a call from ******* and they had flagged my account for fraud. They had me on the phone, as well as another female posing as me trying to gain access to my account. Once the were able to prove I was the correct person, everything on my account was changed. A day later I received an email from True bill, now Rocket money stating they negotiated my bill and I had the best deal possible. Now they are charging me for flagging my account and for a negotiation that didnt happen. The same goes for ******* internet. My bill was not negotiated. I got an email stating that my internet was going to be roughly 100 a month. That was just my 12 month contract ending and the bill going to the normal price. I logged in to ******* and was able to find a better rate on my own, and when I signed up, I received that email from ******* stating that I had Indeed signed up for a new plan. They want to charge me for two negotiations: one they attempted to gain access to my account by posing as me, two, ******* was not negotiated. They waited for my contract to end. And took credit for doing something they did not do. My biggest issue here, is them posing as me and having my account flagged.

  Business Response

  Date: 08/30/2022

  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 see that my colleague Brittany has been in contact with you. I will attach her message below. Please reply to her directly if you have any further questions.
  
  Hi Elizabeth, my name is Brittany with the negotiation team, I'll be happy to help with this. 
  
  Firstly, I'm sorry to hear that this issue occurred today and we apologize for any confusion. We use the account credentials and information that users provide us in order to contact the provider and negotiate discounts on their behalf. However, if we don't have the correct information, such as the account holder's name, PIN number, or other information required to validate the account, this can cause a provider to trigger their fraud prevention measures. This often includes calling the contact number on file for a user's account.
  
  I've gone ahead marked this for a review with our QA team, who will review the call with the negotiator to make sure that all procedures were followed. We will provide additional coaching and training as necessary, so that this issue does not occur again. Once again, we apologize for any inconvenience this has caused. 
  
  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!
  If you have any further questions, please don't hesitate to reach out!

  Business Response

  Date: 09/15/2022

  Hi *********,

  So sorry for any frustration or confusion here. Please note that the charge you saw was for the successful ******* negotiation we completed on your behalf. You were not charged for ******* at all. That said, we're refunding the $36 charge for the ******* negotiation and waiving any subsequent fees for that. Please give the refund 5-10 days to complete processing. So this means this negotiation was completely free for you. 

  Hope this works for you, but please let us know if there is anything else we can do to assist further.

  Thanks so much!

  Customer Answer

  Date: 09/28/2022

  [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. 
  

  I would  appreciate any assistance from the BBB  with having the company to finally close out my account as I have requested from them.  I have lost faith in their negotiation tactics after my experience with *******. 

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

• Initial Complaint

  Date:08/26/2022

  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.

  From the first day I downloaded this app, I have struggled. My bank would constantly disconnect for me to reconnect over and over. I asked for help and was told to try again. I was curious about the bill negotiations feature on the app, so I played around with it for my ******** bill. I got an email about this every day, but I wasn't sure if I wanted to even go that route so I did not respond. When I opened the app the next time, it stated they needed my name for the ******** account. I provided this information, so that I could access the rest of the app for the reason I had opened it in the first place. Now today I have been charged $87.42 which made my account go negative. I went back and reread the email from them about the ******** negotiations, and it says that I could choose a lump sum or pay over time. I did not choose. Now I have been charged an amount I did not have without warning. I am a teacher and a mother of three school aged children which means August is a HARD month financially. I got this app to save money, now I am in the hole because of it. I have messaged several times in the app to either be ignored or to not get an answer for days at a time. Not to mention that I contacted ******** and they said that my plan nor my bill has changed. I would like to know what was done in this negotiation that ******** isn't aware of any changes. But when I asked the company, they stated that I should wait 1-2 billing cycles to see changes, but ******** says they weren't contacted AND I've already been charged for the service. I tried leaving this on rocketmoney.com/contact and it wouldn't let me because it said "grecaptcha is not defined" however there is no captcha to do. Some of my messages are being left on seen and ignored. I cannot get them to respond to me to even talk about what's happened or explain the charges. I don't know what else to do. I have attached files with proof of my above claims.

  Business Response

  Date: 08/30/2022

  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 see that you have been in contact with my colleague Charlotte. She went ahead and refunded the $87.42 bill negotiation fee. See screenshots. I also see that you are now on a payment plan for that. You should be all set. 
  
  Thank you for letting us know that our contact page is broken. Our team is working on fixing this! 
  
  Please let me know if you have any further questions. 

• Initial Complaint

  Date:08/26/2022

  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.

  Approx. 3-4 weeks ago the Truebill app notified me that I might be able to save some money on my ******** monthly bill by letting them negotiate a lower fee/rate for me. I paid a one time $0.99 fee for this service. I do not recall seeing anywhere in a clearly readable, noticeable location that essentially they are going to charge you 30%-60% of what they decide are your "savings" over the course of the year up front. I received an email from Truebill the day my bill is usually auto-drafted from my account by ******** stating that they had saved me approx. $260. However, in looking at my bank account immediately, I saw that not only had ******** gone through, and not for any less than I was paying before their "negotiation," but they have also charged me 2 more "negotiation" fees each in the amount of the bill. There was no explanation in the email as to how they came to the amounts, what they were saving me monthly, the difference between my previous and "new" bill, etc. I called my bank and disputed the "negotiation" charge, and had to cancel my debit card. However, my bank gives you immediate access to a new digital card until you get your physical one. Lo and behold, Truebill debited my account another ~$33 because they had access to my digital wallet! I have sent a complaint to them and not received any response. I immediately disconnected my bank account from the Truebill app. Now, as of this morning, they have somehow debited my account again in the amount of ~$33!!! I don't know what to do; I've canceled my cards, disconnected my bank account, and they're still somehow charging me. It's a scam, ripoff, and predatory in the worst way, esp. when you're targeting people that need financial counseling and help, are trying to remediate credit, budget, etc. To summarize, my bill with ******** was already ~$35 per month and now Truebill has charged 1 negotiation fee, attached overdraft fee, and now a new pending negotiation fee. Please refund and stop charging me!!

  Business Response

  Date: 08/29/2022

  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 see that you have been in contact with my colleague Tom, see screenshot. He has explained the charges. You can find our Negotiations terms of service here (************************************************************************) where we state that the current Negotiation Fee is decided by the user, anywhere between 30-60% of the 12-month savings achieved as a result of the negotiation.
  
  If you have any further questions please reach out to Tom and he can assist further. Thank you! 
  
  Please let me know if you have any further questions. 
  Please let me know if you have any further questions. 

• Initial Complaint

  Date:08/25/2022

  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.

  Company does not provide the export data it advertises to assist in budgeting. Link does not work. Customer service is non existence and is just an automated bot.

  Business Response

  Date: 08/29/2022

  Hi *********, 

  We're so sorry for your frustrating experience thus far as it is certainly not the experience we wanted to provide to you. For starters, we'd love to refund your premium subscription as we see you are looking to delete your account with us. Our agent reached out to you on our messaging platform requesting information so we can refund you, as we'll need to do so via ******. We'll also be happy to assist you in exporting your budget and looking into what's happening with that feature or whichever path you'd like to take. 

  Thank you and wishing you well!

• Initial Complaint

  Date:08/25/2022

  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.

  Truebill continues to take funds from my checking account and transfer them to a smart save account I have never seen this account and its not linked in the app. The total taken from my checking account and put into this invisible smart save account was over 200 dollars in one month. When I called my bank to see if they could identify where this money is being sent to, They had no idea. I did not authorize this money moving to some random account every month to my knowledge. I created a support request and its been over a day with no response back from rocket money. There is no phone number tp call either. Terrible customer service and shady practices

  Business Response

  Date: 08/29/2022

  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 see that my colleague Audrey and Paulette have been helping you out. It looks like there was a typo in your email address ending in @icloud.com. Audrey will continue to help you and will resolve this. If not, please feel free to reach back out here. 
  
  Please let me know if I can be of any further assistance in the meantime.