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:11/10/2023

  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 am trying to withdrawal from my Rocket Money savings account and I keep receiving an error. I contacted customer service and they said I basically need to provide my first born just to get MY MONEY transferred to my already linked account. There doesn't seem to be a problem when they're pulling money from account. Only when I wasn't to withdrawl from it. What they are asking for is unreasonable and invades my privacy. Not to mention their customer service representatives are dismissive & not helpful at all. They just keep copying and pasting the same reply over and over (even after I confirmed that none of the reasons they present for this happening apply to me). Terrible company. I can't wait to cancel once I get MY MONEY back.

  Customer Answer

  Date: 11/17/2023

  Since I filled this complaint with the BBB, I've provided one thing they requested as sufficient evidence to prove there aren't any stop payments for 3rd party ACH (which is what they are claiming is the problem). I've also emailed, aside from using the in-app message option, and  I have not received a response from them in either manner. I can see they're reading my chat messages and that they've also seen the document I provided and still no response whatsoever. This feels fraudulent at this point. 

  Business Response

  Date: 12/01/2023

  Hi *****, sincerest apologies for the trouble surrounding this situation!
  
  I see the support team has been attempting to assist you with getting those funds returned. As has already been shared, I am afraid that we will need you to provide the requested personal information to assist you any further. 

  Per the policies of our banking partner, we need to verify the identity of the account holder before issuing a check. 

  If you have additional questions or issues regarding this, we would be happy to assist either through the chat you already have open or via email at [email protected].

  Thanks!

  Customer Answer

  Date: 12/01/2023

  [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:

  I've already provided documentation from my bank (per the request of the company's customer service representative stating that would be sufficient. Screenshot attached) and the company changed their mind saying it was not enough. I already don't trust this company, I refuse to give them any more personal information. They are requesting a copy of my driver's license , along with a SELFIE of me holding it. All I'm trying to do is get the money that was pulled from MY original account put back into the same account. It's my money, and I'm considering this to be theft on the company's part and shady business practices by holding my money hostage. I was also told that a check could be mailed, which I agreed to, and then was told that wasn't possible anymore without a SELFIE. How would I be able to even cash the check if I'm not who I say I am?! The account in the app is verified, along with the bank account attached to it, and none of this was necessary for them to PULL the money from my bank account into their app. Getting it back should not be this difficult. 
  
  ***********************

  Business Response

  Date: 12/14/2023

  So sorry *****, 

  As the support team has shared prior, we cannot issue those funds back until the verification process outlined by our banking partner has been completed. 

  Unfortunately this process cannot be circumvented, and the team will require that additional documentation before any further steps can be taken.

  Once again, if you have questions or issues regarding this process, the team would be happy to assist either through chat or via email at [email protected].

  Thank you
  

  
  

  Customer Answer

  Date: 12/15/2023

  [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: Another solution needs to be offered or I will sue. I'm done playing games. If they're so concerned with verification, just send me a check and my bank can verify when I cash it. This is absolutely ridiculous at this point. They don't get to keep making up rules, saying one thing and doing another. Not too mention, they blocked access to view MY MONEY last week. How is any of this okay or legal? Give me my money! 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 12/22/2023

  Apologies for the back and forth here *****,

  As has been outlined by our support team, a check cannot be issued until your identity is verified. This is per the security policy of our banking partner **** and cannot be circumvented.

  This is the standard verification process in cases like this, and will need to be completed for the distribution of funds to be approved by ****.

  Your funds can be returned to you once that verification is finalized on your end and approved by our banking partner.

  Please reach out to our support team via chat or the email shared prior and we can get started on gettin those funds returned.

  Thank you

  Customer Answer

  Date: 12/27/2023

  [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:

  And as I have stated, what you're asking for is unacceptable and unreasonable. I have provided documentation, from my bank, with their watermark, stating I am who I say I am, I don't have any ACH blocks on my account,  and you still choose to keep my money hostage. I don't trust you as it is. Why would I send you additional, unnecessary personal information?? What you have is sufficient. I am considering this to be theft on YOUR PART, and will be filing a lawsuit suit against you.

  Thank you Better Business Bureau for trying to mediate, however I'm done with this back and forth. I appreciate all of your help, but you can close this case now. My lawyers will take it from here. 

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

  Customer Answer

  Date: 12/29/2023

  I've already provided sufficient evidence from my bank showing there aren't any 3rd party ACH blocks on my account. The rocket money representative told me that was sufficient initially and then they changed their mind. NOW they're requesting a copy of my ID AND a SELFIE of me holding it. Absolutely ridiculous shady business. As I stated previously, thank you for your help but I will let my lawyers verify my identity and take it from here. 

  Customer Answer

  Date: 01/03/2024

  The answer given by the BBB for the "resolution" in regards to the complaint implies the company is not at fault. I asked for the case to be closed because the company is being unreasonable, however, my problem has still not been resolved. The response should be "Unresolved. Business unwilling to cooperate with the consumer". Not that i didn't respond or was unwilling. How about them being unwilling and unreasonable? I thought the BBB was supposed to help the consumer against  shady, unreasonable and unethical business practices. ??. Again, I do thank you for trying to help, but closing the case with a response that seems like I'm the problem is not of any help at all. 

• Initial Complaint

  Date:11/08/2023

  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.

  I canceled my membership to rocket money on January 26th 2023 and they are still billing me. 

  Business Response

  Date: 11/20/2023

  Hi ******, thanks for reaching out to us! Im happy to look into this. 

  So sorry to hear about the difficulty with this situation! I see one of our support agents, ****, followed up with you previously on November 9th requesting additional info to locate this charge but received no response.

  Please reach out to us once more by either responding to that chat or by sending an email to ****@rocketmoney.com,  and we will be happy to locate that charge and get it refunded for you.

  Thanks!

• Initial Complaint

  Date:10/30/2023

  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.

  On 10-2-23 Rocket Money automatically charged me $60 for a one year subscription to Rocket Money. I did not sign up for a subscription. I downloaded the app and was in the process of evaluating it. In fact I like what I saw. However, I do not like automatic subscriptions. I like to retain the option to renew or not. In this case I immediately contacted Rocket Money and canceled. The confirmed I would be canceled for a year from now. So next October 2024 my cancelation would go into effect. I changed my bank setting so they could not automatically sync with the bank and have not used it. As I said I really was starting to like it but this action on their part made me really afraid of their underhanded practices. First by charging my account and then by a year from now cancelation. They are doing the opposite of building trust and are building fear that they are a shoddy segment of their company. .

  Business Response

  Date: 11/14/2023

  Sorry to hear that ****, looks like you opted into our 7 day free premium trial and once that expired you were upgraded to our $60/year plan.
  
  Not to worry, I've gone ahead and ensured we cancelled your Premium membership. A $60 refund will also be processed for that recent upgrade 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 to delete your account completely if you'd like.
  ?
  ?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 ??

• Initial Complaint

  Date:10/30/2023

  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.

  I have no idea what rocket money is I don't even have the app and I'm in the hospital at 2:22am $60 was removed from my card. That is my light bill money and I'm widower sick in the hospital. I'm dumb founded here!!

  Business Response

  Date: 11/14/2023

  *********************, thanks for reaching out to us! Im happy to look into this. 

  I see that we already canceled your Premium membership with email address ******************************** and issued a refund. You should have already received your $60 refund to your original payment method already. 
  
  If you see any new charges, please reach out to us, ***@rocketmoney.com, and we will be happy to get that refunded for you.

  Thank you! 

• Initial Complaint

  Date:10/27/2023

  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 $48 for "premium" membership when I did not purchase that.

  Business Response

  Date: 11/14/2023

  Hi *****, thanks for reaching out to us! Im happy to look into this. 

  I see that we already canceled your Premium account with email address ************************* and deleted your account. You should have already received your $48 refund to your original payment method as well. 
  
  If you see any new charges, please reach out to us, [email protected], and we will be happy to get that refunded for you. Thank you. 
  

  
  

  Customer Answer

  Date: 11/14/2023

  [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:10/27/2023

  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.

  Submitted information to lower my cable/internet bill. They waited until the "special rate" had reached its 12th month. Then "negotiated" to put me back on that special rate. They didn't lower my bill as advertised, the bill is the same amount I was paying when I submitted to lower my bill. Then they say they saved me $700 and want me to pay $280. There is no savings by keeping my bill the same amount. They also waited one day after the special rate expired to renegotiate to the same rate I was on. So I was charged the full amount for October. If I had known this is what they call lowering my bill I would have never submitted information to them to "lower the bill". I would have done the same thing and done it before the deadline so I wasn't charged the full rate for October. I thought they would lower my bill based on what my bill was at the time of the information sent to lower the bill. I emailed a protest but they withdrew $140 from my bank without notice of any kind. Nor have I received a response to my email. This is marked as payment 1 of 2. I didn't agree to any payment plan and I certainly didn't agree with the charges. Luckily I had enough money to cover the withdraw but just barely. Almost overdrew my account. They at least could say they were stealing the money from my account today, whether I approved or not, so I could make sure there was enough money to prevent overdraw.I think saying they have a high approval rate in lowering bills is a bit false. If all they do is keep the balance the same. How is that lowering my bill?

  Business Response

  Date: 11/20/2023

  Sorry to hear this *****, 

  We would gladly take a closer look into this for you! Unfortunately, we are unable to locate any accounts, emails, or negotiations in our system under the name and email address you have provided!  
  
  Please reach out to our Negotiations team directly by sending an email to [email protected] and we will be glad to take another look.

  Thank you!

• Initial Complaint

  Date:10/23/2023

  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.

  I noticed an unusual charge on my bank statement, would like a refund. Ive never dealt with this company ever. Dont even know how they are taking money out of my account. Just want my refund.

  Business Response

  Date: 11/14/2023

  Hi ******, thanks for reaching out to us! I'm happy to look into this. 

  We are unfortunately having difficulty locating an account with Rocket Money under your name or with the email address you have provided. 

  Please send us an email to **@rocketmoney.com and so we can locate your account, cancel your subscription, and see about providing a refund. 

  Please include the following details in your email: 

  - the transaction's billing description (as it appears on your account statement)
  - the name of the bank that was charged
  - the last 4 digits of the account charged (not the card)
  - amount and date of the last transaction

  Thank you!

• Initial Complaint

  Date:10/19/2023

  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.

  Rocket Money charged me $100 (two charges of $50 each) to "negotiate" a lower bill for my ******** Wifi account. I never authorized this charge. They say that I authorized it through a toggle in the app that was turned on, which allowed them to negotiate on my behalf. I had no idea that this feature even existed and that my app was opted in. Rocket money has access to my banks to monitor my accounts, so the trust that I have placed on them has been irrevocably damaged. On top of that, the cost of my monthly WiFi bill has not changed. I called ******** and they said they have no plans of updating the cost of my plan with a lower monthly fee. They have now written me an invoice for an additional $50 that wil be due on Nov 14.I have attempted to request a refund via email several times and have been met with empty excuses and hostile communication by employee ********. Since no service was provided for this $100 fee. The act of charging me for "negotiation services" with zero results, at a rate higher than my monthly internet fee ($64) is ironic but mostly insane. I've attached proof of the charges by RocketMoney and proof of my WiFi bill, unchanged.

  Business Response

  Date: 11/14/2023

  Hi *******, thanks for reaching out to us! Happy to look into this for you. 

  Per our terms of service; Rocket Money's negotiated savings generally take 1 to 2 billing cycles to reflect on your statement, most likely your next billing statement. By default, you consent to Rocket Money improving the quality of your service if it doesnt increase your cost of service. Youre responsible for fees resulting from any and all negotiations that are submitted through your Rocket Money account. 

  If you are finding that your negotiation has not been honored by your provider, please be sure to reach out to us and share a screenshot of your billing statement showing that the changes have not been applied.
  For your reference, you can check out our full terms of service here: ********************************************************************************************************************

  If you have any further questions or issues with that negotiation, please reach out to our Negotiation team again via that chat or by another email at [email protected] and they will be glad to assist you further. 

  Thank you! 
  

  
  

  Customer Answer

  Date: 11/14/2023

  [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:

  Once again, I contacted ******** and asked for information on any negotations that have taken place on my behalf. A customer service representative said that my billing statements have not been negotatiated by any third parties and the billing will remain the same. I have, again, attached screenshots of past billing statements that I paid. I've also attached my payment for this month, November 2023, which remains unchanged from months prior. 

  Kindly provide me a refund at your earliest convenience. 

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

  Business Response

  Date: 11/20/2023

  Sorry to hear your negotiation was not applied! 
  
  Our Negotiations team can take a closer look into this for you and see about a refund, we'll just need you to share these details with them directly. Please reach out to our Negotiation team via chat or by another email at [email protected] and they will be glad to assist you further. 

  Thank you! 

  Customer Answer

  Date: 11/21/2023

  [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:
  
  I have obviously already contacted your team, many times, and they have sent me passive aggressive emails claiming things that are not true about my Spectrum account details. It is really scary that you have access to my bank information, as I have zero trust in your busuiness practices. I just wrote them again referencing the BBB #. It would be helpful if you intervened and managed this issue with your staff directly. 

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

  Business Response

  Date: 12/05/2023

  Thanks for following up here *******, 

  I am seeing that our negotiations team have reached out and broken down the savings they were able to attain for your bill. Had the negotiations team not contacted your provider, your rate would have increased. So while it does not appear you have a lower rate on your plan, they were able to retain your promotional rate and prevent a monthly rate hike. As these savings have been applied to your account, per our terms of service we cannot provide a refund at this time.

  It also appears that you recently requested we delete your account. I can confirm that our team has cancelled and deleted your account with us outright. As a result we have ensured that your banking and personal information have been removed from our system completely. 

  As always, if you have any further questions or concerns with Rocket Money, please feel free to reach out to our support team via email at [email protected].

  Thank you!
  

  
  

• Initial Complaint

  Date:10/17/2023

  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.

  I cancelled my the first week of August 2023 and have been getting recurring charges August, September and October. I called my bank and the charges are through multiple company names and source codes. Their customer service is a joke. Its either chat, which they ignore, and email. I used the instructions on their website and app, and obviously these didnt work.

  Business Response

  Date: 11/08/2023

  Sorry to hear about the trouble here *******! 

  I see that our support agents have already gone in and ensured we canceled your Premium subscription with us. Taking a closer look, it appears you may have accidentally opened two accounts with us linked with two different emails (********************** & **************************) so while you cancelled then deleted one, the other was still active. As I shared, our support agents have ensured both of these memberships have been cancelled and a refund issued. You should have already received your refund for those three renewal charges to your original payment method. 
  
  If you see any new charges, please reach out to us, ***@rocketmoney.com, and we will be happy to get that refunded for you as well. Thank you.

• Initial Complaint

  Date:09/26/2023

  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 received a letter in the mail stating my credit card with Rocket Money has been closed due to a low credit score of ***. When I called to inquire as to the appropriate score needed to maintain an account, I received the run around. They told me to file a dispute with ********, which I did. However, they are the ones with the rule, so how is that helpful? I would simply like to know how to maintain a credit card account with them which means I need to know what score they require. I have done nothing but pay my bill on time so this is quite frustrating. Please advise.

  Business Response

  Date: 10/04/2023

  Very sorry to hear about this situation ****! 

  As this was an action made by our card issuer, we would highly recommend reaching out directly to our under-writing partners with Deserve regarding that.
  
  ?If you haven't already, you can email them at [email protected] or call them at **************. For reference, their support hours are Mon Fri 6:00 AM 6:00 PM PT, and Sat 7:00 AM 12:00 PM PT.
  ?
  ?Let us know if you have any other questions regarding the Rocket Money app and we'll be happy to take another look! 

  Customer Answer

  Date: 10/04/2023

  [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:
  
  I did reach out to the underwriting company and they are the ones giving me the run around. They told me to file a complaint which is what I have done. Is there a different name for them that I can use to report a complaint? If not, then I remain puzzled as to how reaching out to them will make a difference.
  Regards,
  
  *******************
  

  Business Response

  Date: 10/11/2023

  Again, very sorry for any runaround here ****! 

  Sadly as this is an action taken by our issuing partner *******, we will need you to direct any additional inquiries to their support team for further assistance. 

  Once again for your reference, their contact details are: 
  
  Email at [email protected] or phone at *************** (Monday Friday 6:00 AM 6:00 PM PT), and (Saturday 7:00 AM 12:00 PM PT)