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:08/24/2022

  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.

  60% service charge on negotiations that I never approved! First of all, if I am asking for help lowering my bills, that's because I am struggling financially. So imagine my surprise when I see Trubill saved me $550 on my cable bill, but charged me $336 to do the negotiation. The app minimally mentions offering a service to help you lower your bills. I thought they meant like my apple subscriptions and such. Not only that, I never remember seeing a fee of 60% stated anywhere. So I went back and checked my email. I got an email on JAN 18th mentioning negotiations, but then for the next 2 months, the only email I. got. was one stating they needed more information before they could negotiate. Imagine my surprise when a full 6 MONTHS later.. I get an email stating "negotiation success- they saved me $559.80. But how? I called my cable company and they stated that. they. denied. access to true bill when they called, but they were impersonating to be me. I guess this company. has no morals about taking advantage of their customers. 60% service fee, I mean.. how greedy. can they. be?

  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 Jack. In his last emails to you he states that he needs a copy of your cancelation confirmation, including the date that the service is canceled on. Once he receives that confirmation he will issue a refund and waive any remaining fees. See screenshot. Please send that over to him asap so we can resolve this! 
  
  Thank you! Please let me know if you have any further questions. 

• Initial Complaint

  Date:08/23/2022

  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.

  TrueBill was given permission to negotiate a bill on my behalf a year ago. My bill was $44 a month and they were able to get my bill dropped to $40. I got a charge last month, saying they saved me $350 on my internet service. I messaged to find out what happened, as they claimed my internet bill was $69 a month and they negotiated it back down to $40, taking their chunk of those profits. They let me know that they re-negotiated again because the original negotiating caused my rate to go up $29 a month. Because of this, rather than taking the chunk of the original fee, they took a chunk of the new fee ($139.20), meaning that their percent of my savings actually cost me over $100. I tried to explain this to them and they returned my money and put me on a payment plan that I didnt agree to. I again reiterated that the service was costing me money, not saving it. I sent an email revoking all negotiation privilege on August 19, as they put me in a situation where their negotiations cost me more money than it saved. Rather than discussing it with me, they called my internet provider acting as if they were me and cancelled the negotiation on August 22, causing my final bill to be raised an additional $29 a month. They have stopped replying and I am concerned that my information will continue to be used, as they have already negotiated one increase after their permissions were revoked. I need to ensure they no longer have access to my information, as they are continuing to act as me after permissions were revoked.

  Business Response

  Date: 08/25/2022

  Hi *****, 

  So sorry for your experience! This is certainly not the experience we wanted you to have and we are committed to resolving this to your satisfaction!

  We have refunded your negotiations charge and the negotiation was reverted so your bill went back to the original rate. We truly apologize for this experience and we're throwing in three free months of premium for your frustration! Feel free to reach back out to us via the chat option in Rocket Money or shoot us an email at [email protected] for any further concerns. 

  Thanks so much!

  Customer Answer

  Date: 08/28/2022

  [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:
  
  You fraudulently pretended to me after any permission was given to negotiate on my behalf. Not only was the service not effective, you cost me hours of time on the back end to renegotiate my contract because of what you had done. The original negotiation would up costing me money and I had to fix it. You didn’t even bother to do the kind thing and take the criticism- you went out of your way without my permission to renegotiate my bill higher.
  I don’t want to do business with you- I’m not interested in a free service from an organization that committed fraud. I don’t trust your organization. I am asking that you revisit your internal policies and understand what actually happened. You cannot negotiate for people for any reason after they revoke permissions on your behalf. If you decide that is something you want to do, that is a policy and informed consent issue.
  
  Regards,
  
  *************************

  Business Response

  Date: 09/14/2022

  Hi *****, 
  
  I am sorry for the inconvenience. 
  
  When you sign up for a Negotiation, if its necessary for our agents to represent to your Provider that they're the account holder, you consent to such representation solely in order to perform the Bill Negotiation. This is in our Terms of Service which can be found here: ************************************************************************
  
  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: **************************************************************************
  
  If you would like us to delete your account feel free to email us at membersupport@rocketmoney and we can delete it for you. 
  
  Thanks so much!

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair 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 was using Truebill to have a savings account. I got a new ****** so i got to redownload the app, but Truebill is now called ****** *****. When i go to retrieve my account so i can switch to ****** *****, it doesn’t let me. the continue button seems to glitch. it reacts when you touched it, but nothing beyond that happens. i’ve messaged their contact support team, and have been left on read. I had over $100 in my savings account. At this point I don’t even want to use the service, but I want my money back.

  Business Response

  Date: 08/23/2022

  Hi ******, So sorry for the delay! We try to get to everyone in a timely manner, but as a small team, we sometimes miss the mark - sincerest apologies for this!
  
  Thanks for reaching out to us! My name is Becky, and I’m a member of our Customer Experience Team at ****** *****. I’m happy to help. 
  
  I see that you were able to withdraw $101.73 from your Smart Savings account on Aug 19, 2022. 
  
  I went ahead and closed your Smart Savings account. 
  
  I've gone ahead and ensured your Premium membership was canceled! You are now on the free version of the app.
  
  Please note, canceling your Premium membership does not delete your 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.
  
  Please feel free to continue with the free version of Rocket Money or follow this guide to delete your account. https://help.***********.com/en/articles/******-how-do-i-delete-my-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.

  Customer Answer

  Date: 08/26/2022

  [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:08/18/2022

  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.

  The transaction from Rocket Money for $60 occured at midnight on the 18th of August 2022. Apparently Truebill became Rocket Money, I had a free account with Truebill which I no longer use. I tried to access my account using my login for Truebill, this did not work so I tried to reset the password, again this did not work. I called rocket money's support line and they told me they didn't have my account on file and that I'd need to email support, I have and nothing has come of it as of now. I would expect to be able to access the account from which I am being charged to at least cancel anything charging me money. I have emptied my checking account and started disputing the charges with my bank.

  Business Response

  Date: 08/23/2022

  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 Mateo was able to assist you with this. He canceled your account and issue you a full refund. I am attaching his message below. Please let me know if you have any further questions. 
  
  Hi ******,
  
  I've gone ahead and cancelled your Premium membership. A [$60] 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.

• Initial Complaint

  Date:08/11/2022

  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.

  Truebill is a company that claimed they could lower my bills. They said they had negotiated my bill with ******* and gotten me a reduction of $520. They would bill me for 1/2 this savings in6 installments of 43.33. I have already paid 3 of these installments but my bill is just as high as it was 3 months ago!i have emailed them six separate times and have received no response. I also want my money back and to cancel my account!

  Business Response

  Date: 08/16/2022

  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 sorted this out for you yesterday, August 15. I am attaching that message below. 
  
  If you still need assistance please feel free to reply back. 
  
  Thank you for for your patience while we looked into this. Our team reached out to the provider and confirmed that the $40.00 monthly discount secured during the negotiation was already added to the account since June 15. Please let me know if you have any further questions!

• Initial Complaint

  Date:08/11/2022

  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 Truebill services and wanted to end my services ,now thats Im done its been 4 months of going back and forth to relinquish my savings account funds to another back account . Communication has stopped and they keep saying two small deposits will come and they never have . I want my money back its mine and they are stealing it . Its a shame that Im not the only one who keeps complaining and filing against this companys practices they need to be shutdown or my next step will be to go to the attorney general office . I want all my money back including the device they have taking they havent help me with anything

  Business Response

  Date: 08/16/2022

  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. 
  
  So sorry for the trouble! I can see that my colleague Francis was able to close your Smart Savings account for you and has transferred your funds back to you yesterday, August 15. I am attaching the message below. 
  
  If you still need assistance please feel free to reach back out. 
  
  I just closed the Smart Savings account. You'll see the balance of $535.19 by 3pm EST within 1-2 business days.

• Initial Complaint

  Date:08/09/2022

  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.

  Truebill prompted me to negotiate the rate for my ****** ** bil.1) they recommended that I have them "negotiate" a new rate on my Sirius subscription 2) I entertained the idea at their recommendation 3) they emailed me today to say that they "saved" me money, because ****** was going to increase my subscription (with no evidence to support that)4) they claimed that they convinced ****** to retain my current subscription fee, but they claimed they "saved" me money, and they want me to give them a portion of these imaginary "savings" ($60+)5) not only am I not paying them, I'm filing a BBB report, as this is clearly a fraudulent bait and switch enterprise. They should be ashamed of themselves.They essentially baited into the idea that they were going to negotiate a lower rate for my subscription. They then told me that they negotiated to maintain my current rate, but claim they actually saved me $200, because ****** would have increased my rate. And they want me to pay a 30% surcharge for these imaginary "savings." This is a total scam.

  Business Response

  Date: 08/19/2022

  Hi *******, Thanks for reaching out to us! My name is *****, and I'm a member of our Customer Experience Team at Rocket Money. I’m happy to help.
  
  I am so sorry for any inconvenience. 
  
  We attempted to search for your Rocket Money, formally Truebill, account with the email ****************** but did not locate an account. 
  
  Can you please provide me with the email address you used to create your Rocket Money account? 
  
  Once I have this information I can further assist. Thank you! 

• Initial Complaint

  Date:08/07/2022

  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.

  Ive paid over $600 dollars to have my money saved at Truebill for important things such as health care and buying a new car. When it was time to withdraw my money to help pay for these expenses an error would occur. This hasn’t changed and I’ve been trying to get these guys to help me receive my money. But, all I have been told was that they would get me over to the Smart Savings Team. This hasn’t changed anything! I would like my refund for the PREMIUM membership I’ve paid for about 12 months or more and I’d like to have my $600 dollars that’s locked in the truebill account transferred over back to my banking account.

  Business Response

  Date: 08/16/2022

  Hi *****, Thanks for reaching out to us! My name is Becky, and I’m a member of our Customer Experience Team at Truebill. I’m happy to help.
  
  So sorry for the inconvenience! I can see that our bank has issued you a check for your savings and your USPS tracking number is: **** **** **** **** ****. It appears to be delivered yesterday, August 15. 
  
  Please let us know if that is not the case or if you have any further questions! Thank you. 

• Initial Complaint

  Date:08/03/2022

  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’ve just discovered that they are charging me a $45/mo “negotiation fee” plus a membership fee each month. I didn’t recall their being a monthly membership fee, but the $45 “negotiation fee” is a crock!!! They did not lower any of our bills. I want to warn others of Truebill’s actions and I want all of my money back. We are elderly and cannot afford this!

  Business Response

  Date: 08/16/2022

  Hi ***,

  So sorry for the inconvenience! We tried to issue you a refund but see that you already filed a dispute with your bank. While there is a dispute in process, we cannot issue a refund. The dispute will need to be resoled by your bank, but we will not contest it so you can get your refund. I also decreased your premium rate down to $8/month and issued you a refund for last month for an $8 refund. Please give the refund 5-10 days to complete processing. For any additional questions or concerns, please email us at [email protected] and we'll be more than happy to assist you!

• Initial Complaint

  Date:08/01/2022

  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.

  Wishing to cancel my subscription. Company is pulling funds from my account and has over $300 of my money. I wish to recurve the entirety of these funds and to cancel the subscription and account forth with.

  Business Response

  Date: 08/15/2022

  Hi ******, 
  
  Thanks for reaching out! We took a look at your account and see that you had a Smart Savings account that has since been closed. This account had over $200 in it which was returned to your checking account. We also see that your premium subscription was cancelled, so we went ahead and refunded your three recent premium charges, returning an additional $24 to you. Please give the refund 5-10 days to complete processing.

  We then went ahead and deleted your Truebill account altogether and removed your information from our system. Thank you so much for trying Truebill and we wish you a wonderful week!