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Business Profile

Billing Services

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

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I want to cancel my Truebill subscription because they do not deliver on saving me money. They make it impossible to cancel. When following the instructions they gave me, I cant cancel because there is no cancel subscription option in the app as they claim. I also cannot cancel in through my iPhone because, unlike any other app purchased through the App Store, Truebill does not have a cancellation option.

    Business Response

    Date: 08/10/2022

    Hey ****, 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. ??

    It looks like you've purchased the subscription through the ***** App Store. Here's how to cancel the subscription:

    Go to the Settings tab in the app and select Premium.
    Scroll to the bottom of the page and select Cancel Premium
    From there, you will be led to your subscriptions in your phone settings to proceed with the cancelation.
    Follow the confirmation steps to cancel your subscription.
    Otherwise, the subscription should now say Expires underneath the Truebill logo and show you the expires at date. ?

    Please note, canceling your Premium membership does not delete your Truebill 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.


    Because you've been billed through ***** for this subscription, you'll need to reach out to them directly to request a refund for Truebill's Premium Membership. Here's a link with instructions on how you can request that: ****************************************

    I'm so sorry about the inconvenience that this additional step is for you, but let me know if this process gives you any additional issues ??

    Customer Answer

    Date: 08/23/2022

    [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:




    I have been trying to cancel my Truebill (now RocketMoney) membership for over a month and still have not been able to do it. When following the instructions sent to me through the Better Business Bureau, I was not able to cancel it. The instructions said go to "Go to the Settings tab in the app and select Premium. Scroll to the bottom of the page and select Cancel Premium." There is no "Cancel Premium" option (see uploaded support documents.)

    Finish the Job

    Regards,



    ******* *****

    Business Response

    Date: 08/24/2022

    Hi *******,

    I'm sorry to see you go, but it looks like you went ahead and cancelled your Premium membership yourself! You'll have access to Premium until the end of your billing cycle (Dec 23, 2022). You'll then be on the free version of the app.

    The subscription should now say Expires underneath the Rocket Money logo and show you the expires at date. 

    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 or online.

    Because you've been billed through ***** for this subscription, you'll need to reach out to them directly to request a refund for your Premium Membership. Here's a link with instructions on how you can request that. ****************************************

    I'm so sorry about the inconvenience that this additional step is for you, but let me know if this process gives you any additional issues

  • Initial Complaint

    Date:07/23/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Truebill randomly charged me $48.00 out of nowhere for a "Truebill Premium" subscription which I never signed up for. They charged me three days ago, even though I haven't been on the Truebill app in probably a month. I've seen that there have been many other cases like this, and I really hope I can get a refund cause this is an absolute scam. I have now cancelled my subscription but believe I should definitely be entitled to a refund since I've "used" this service for just 3 days.

    Business Response

    Date: 08/08/2022

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

    I see that my colleague Sophia has already taken care of this for you. I am pasting her response to you from July 26. Let me know if I can be of any further assistance. 

    Hi *****,

    Thanks for reaching out to us! My name is Sophia, and I'm a member of our Customer Experience Team at Truebill. I apologize for the delay in response and I greatly appreciate your patience! I'm happy to help!

    I apologize for any frustration or confusion this may have caused!

    I've gone ahead and cancelled 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 note, this excludes weekends and federal holidays.

    Cancelling your Premium membership does not delete your Truebill 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. I hope you have a great day!:blush:

Rocket Money Inc is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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