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:08/07/2023

  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.

  I got a charge from rocket money on 8/7/2023 and I canceled my subscription in December on 2022 I was charged $48 when I had already canceled my subscription can I please get that put back into my account and cancel my account if its not already

  Business Response

  Date: 08/15/2023

  Hi *******, I'm happy to look into this

  I see that we already canceled your Premium account on August 8th. You should receive your full refund to your original payment method within the next few business days if you haven't 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:08/03/2023

  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.

  This complaint is regarding an event that occurred on July 31st, 2023, around 6:20 am PST, at the ****** * located at **** * ****** **. On that day, I attempted to use my ***'s fuel points to purchase gas due to the .90 cents per gallon discount offer, which was ending. However, despite several attempts to enter my rewards number, the system at ****** * repeatedly displayed an "invalid number" message. ****** * prompted me to insert my Rocket **** Signature Card before I could enter my rewards number. then proceeded to ***'s fuel center at **** * ****** **, where I successfully used my rewards points to pay $18.10 for gas. To my surprise, upon reviewing my credit card transaction history, I discovered two gas charges. One was the correct charge of $18.10 from ***'s, while the other was an erroneous charge of $86.84 from the ****** * at **** * ****** **. My ***** ***** has limited fuel capacity, and it was only half full when I fueled up at ***'s. It's evident that the $86.84 charge is inaccurate and unauthorized. I did not authorize anyone to use my card for a gas purchase, nor did I enter my card details on anyone's behalf on July 31st. I request Rocket Money's urgent attention to rectify this situation and ensure the correct billing of $18.10 from ***'s is the only valid transaction.

  Business Response

  Date: 08/04/2023

  Hi there *******, 

  I see that you already have a support chat open with one of our reps discussing this issue and they were able to resolve this. Please follow up there if you require additional help.

  In the future if you would like to dispute a transaction, we highly recommend you reach out to our card team directly via the support number. They will be able to get to the bottom of disputes faster than messaging us in the app:

  If you have a Rocket **** Signature Card:
  
  Phone: **************
  Monday - Friday 9:00am - 9:00pm EST
  Saturday 10:00am - 3:00pm EST
  
  If you have a Rocket Card:
  
  Phone: **************
  Monday - Friday 9:00am - 9:00pm EST
  Saturday 10:00am - 3:00pm EST

  Customer Answer

  Date: 08/07/2023

  [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 already spoke to the card team last week on Tuesday, August 1 and disputed the charge. On Thursday, August 3rd, I received an email that my dispute was denied. Rocket did nothing to investigate the dispute. They did not even contact ****** * for video of the crime. The representative in the chat was unhelpful and told me to contact the card team which I have already done via email and phone call. I am asking for Rocket to remove this charge as I did not authorize another person to use my credit card to buy their gas. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 08/29/2023

  Sorry to hear that *******, 

  After review however, we are able to confirm our card partner Deserve has resolved this case after their investigation.
  
  If you have any additional questions, please refer to the email they sent on August 3, 2023. You can also respond back to that email as well for additional help. 

  Customer Answer

  Date: 08/30/2023

  [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:
  Deserve did not resolve this. I emailed deserve back and never heard back from anyone. This has not been resolved. An investigation was never done and my card was fraudulently used without my authorization. Refund the $86
  
  Regards,
  
  *************************
  

  Business Response

  Date: 09/12/2023

  Very sorry to hear that *******, 

  As previously shared, *******'s investigation has deemed that no instance of fraud occurred regarding this transaction. You are welcome to follow up with them via email if you have additional details to share, but as it stands this case has been closed. 

  We are happy to assist you regarding any other issues you may have with the app should they come up, but please direct any questions regarding this dispute to Deserve for further assistance.

  Thank you for your patience and understanding surrounding this. 

  Customer Answer

  Date: 09/15/2023

  [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:
  ******* has not responded to me after multiple contact attempts. This issue has still not been resolved almost 2 months later 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/01/2023

  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 had a credit card account open with Rocket Money in 2022 that I called to close and pay off the balance with in November/December of 2022. The attached documents are the receipts and confirmation emails verifying that. I've called them 7 or 8 times since because every month interest has been getting charged to the account. In March of 2023 I received an email saying my account was in a delinquent state and on my credit report it was marked as a severe delinquency of over 3 months. I was not notified prior to March of 2023 that there was an existing balance and had no reason to believe such as the account was closed previously. Every single time I have called I have asked them to take the mark off of my credit as every single time I spoke to them they have verbally agreed that it was a mistake and that it would be "escalated" to a supervisor to handle. Today, August 1st 2023, I received another email saying the account had a balance overdue of $1 and as of today, it still shows as a severe delinquency on my credit report and has significantly impacted my credit score. 

  Business Response

  Date: 08/14/2023

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

  We highly recommend you reach out to our card team directly via the support number to get this resolved. They will be able to get to the bottom of this and lend you a hand faster than messaging us in the app:

  If you have a Rocket **** Signature Card:
  
  Phone: **************
  Monday - Friday 9:00am - 9:00pm EST
  Saturday 10:00am - 3:00pm EST
  
  If you have a Rocket Card:
  
  Phone: **************
  Monday - Friday 9:00am - 9:00pm EST
  Saturday 10:00am - 3:00pm EST

  Customer Answer

  Date: 08/15/2023

  [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:
  
  I have contacted Rocket Money card services several times over the past few months regarding this and have received no help. I even once spoke with a supervisor and they said it would be handled and it still hasn't. This issue has been ongoing for almost one YEAR now and every single person who has tried to help me has failed to do so. 

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

  Business Response

  Date: 09/11/2023

  Very sorry to hear about the delays in getting this resolved ********, 

  Taking a look at your account it appears that your card should be officially closed and all balances settled as of September 8th. This should be resolved on our end, but please reach out to the card team once more should you notice further issues. 

  ?You can email them at [email protected] or call them at ************** Monday Friday 6:00 AM 6:00 PM PT, and Saturday 7:00 AM 12:00 PM PT.

   

  Customer Answer

  Date: 09/12/2023

  [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 reached out to the "card team" a total of 8 times now and they still have NOT resolved my issue. The account was closed in November of LAST YEAR and the balance was paid. Ever since they have been continuously charging me interest and late fees and that has reflected poorly on my credit report. I've had to pay off a balance that shouldn't even exist THREE TIMES now. I want this ding taken off of my credit report as the account was paid in full and closed almost a year ago now therefore, I should not be held responsible for charges placed against me. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 09/22/2023

  Our apologies for the ongoing headache surrounding this ********, 
  
  We would gladly dig deeper into this for you, but we will need you to reach out to the card team from our credit partner, *******, directly for further assistance regarding this. 
  
  As we already shared, you can email them at [email protected] or call them at ************** Monday Friday 6:00 AM 6:00 PM PT, and Saturday 7:00 AM 12:00 PM PT.
  
  We went ahead and issued a refund for your most recent Premium subscription renewals for your continued trouble, but we will need you to follow up with the card team for any further assistance as the card has been closed. 
  
  Let us know if you have any other questions regarding the Rocket Money app/website and we'll be happy to help!

  Customer Answer

  Date: 09/26/2023

  [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:07/18/2023

  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.

  Rocket money took money from my checking account even I dont use their services.

  Business Response

  Date: 07/26/2023

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

  I see that we already canceled your Premium account, issued a refund, and deleted your information from our system. You should received your $36 refund to your original payment method within the next 3-5 business days. 
  
  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. 
  

  
  

• Initial Complaint

  Date:07/14/2023

  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.

  They renewed my internet contract for an entire year without permission claiming it was a "bill negotiation". I had no plans to renew my contract with this company for another year, I found a place that has cheaper internet for half the price, I was merely waiting for my existing contract to run out.Furthermore, my bill did not go down, it is the same price everyone gets, and I have the exact same plan I had before, however they claimed they saved me $276 over the next year and that I owed them $82. The customer support is rude, does not answer questions related to the topic and they refuse to remove the bill despite not having permission to renew my contract and additionally refuse to delete my account.

  Business Response

  Date: 07/20/2023

  Very sorry to hear about the situation here ******, 

  I see our Negotiations specialist, ********, has followed up with you a few times breaking down this negotiation as well as sharing our terms and conditions. If you were planning on cancelling your plan with the provider outright, our team will gladly issue a refund or waive any fees for the adjustments made. We would simply need you to submit your confirmation of cancellation from the service provider to our Negotiation team, once they have that they can see about refunds or waiving your fees. 

  If you have any further questions or issue regarding this process, feel free to follow up with the chat you already have open with ******** or by sending an email to [email protected]

  Thank you, and hope you have a pleasant day! 

  Customer Answer

  Date: 07/24/2023

  [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:

  The amount they claim to have saved me is fraudulent.    When I agreed to negotiations 11 months ago, my bill was $52 a month.  They however are trying to claim that my bill was over $70 a month and that they saved me over $250 dollars, of which I owe them 30%.  Not based on what my bill actually is or was, but based on what they claim my future bill would have been.  However, my bill only went down a few dollars per month, and is just what Frontiers promotional price is.  My bill never increased, and I would have just gotten the promotional deal if it had.  But I did not because my existing contract has still not expired, they just signed a new contract for me before my old one was even over, they did not negotiate a better rate.

  If they were actually doing what they claim they are doing, I'd not have an issue with them and would be thankful for the service.   Instead, it's just an $80 bill for services that weren't actually rendered.  It would have be nice if they actually saved me over $250, but instead it's really just them trying to charge me $80.
  

  They also refuse to stop trying to charge my credit card, and they will not remove it from their file.   I have it locked, so their charges fail, but they still try to charge it every other day.  Just another sign of a company that rips people off and knows it.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 08/01/2023

  Apologies for any miscommunication ******,
  
  I see on of our representatives has gone ahead and waved those fees then deleted your account with us completely. Any and all personal info held in our system has been removed. You should see no further attempts to collect for that negotiation or communication from Rocket Money. 

  Thank you, we hope you have a pleasant rest of your day.

  Customer Answer

  Date: 08/09/2023

  [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:07/10/2023

  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.

  Rocket money charged my account when i don't have a subscription and don't have an account with them so its alarming that they took money from me without a relationship with them. I am unsure how they got my information but its concerning.

  Business Response

  Date: 07/10/2023

  Sorry about that *****, 
  
  We are seeing that you signed up with us back on Jun 29th, 2021. This likely means you signed up with us back when we were named Truebill. We renamed ourselves to Rocket Money late last year, and you may have missed that update. Did you perhaps register for Truebill back in 2021 and delete the app off your device? I am afraid simply removing our app from your phone does not delete your account with us!
  
  Regardless, we've gone ahead and ensured we canceled your Premium membership. A full refund will also be processed for your recent $36 membership charge. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays.
  
  You should see no further charges from Rocket Money, but if you see any new charges, please reach out to us directly at [email protected] and we will be happy to get that refunded for you. 
  
  Thank you!
  
  

• Initial Complaint

  Date:07/07/2023

  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.

  Yesterday morning there was fraudulent use of my **** credit card ending in ****, in the amount of $7.00. The suspect, I believe is *****************, of Chelsea, MI, did this. I did not give anyone authorization to use my cc to pay for his Rocket Money premium account. I do not have an account with Rocket Money! Please refund my cc back in the amount of $7.00 immediately and seek to incarcerate the suspect. I have tried corresponding with your cs dept., but they are not very smart, and I've requested not to be contacted by them anymore (namely ****, he's not very bright at all.) I have requested a supervisor contact ne multiple times, but none has. Please contact me upon receipt of this complaint immediately, today. **************.Refund my cc ending in **** in the amount of $7.00, immediately before you call me. The charge was made yesterday morning about/approx. 7:AM Oregon time. Thank you for your prompt attention to this matter!*****************************

  Business Response

  Date: 07/10/2023

  Sorry for any trouble here ********,
  
  We've already gone ahead and ensured we cancelled this Premium membership. A full refund will also be processed to your original payment method. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays.
  
  Regarding the individual who subscribed using your card, we highly recommend you work with your bank directly to prevent any further usage of that card. Your bank will be better equipped to assist you with this matter. 
  
  Apologies again, and have a pleasant rest of your day!
  
  

  Customer Answer

  Date: 07/11/2023

  [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, and the company has refunded my money. When I saw the charge, I immediately canceled the card. The ******** fraud did access another CC of mine attempting 3 transactions on that one, so I was forced to cancel that one too. Thanks for the quick refund, but please go after ******************

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

  
  

• Initial Complaint

  Date:06/27/2023

  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.

  An annual subscription was billed to me for $48 without any sort of notification or email informing me that my service/account with Rocket Money was changing. It was also not reflected in the spending report which shows all other expenses that take place from my checking account

  Business Response

  Date: 07/10/2023

  Sorry about that ***, you may have signed up for our 7 day Premium trial and that renewed before you were able to cancel! 
  
  We've gone ahead and ensured we cancelled your Premium membership. A full refund will also be processed for your recent $48 charge. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays.
  
  You should see no further charges from Rocket Money, but if you see any new charges, please reach out to us directly at [email protected] and we will be happy to get that refunded for you. Thank you!

• Initial Complaint

  Date:06/27/2023

  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 pay a premium membership to Rocket Money and one of the benefits is that they will cancel unwanted subscriptions or negotiate savings. I asked them to assist with negotiaing savings on my ************ renewal for which I paid $66.27 last year. They sent me an email and said they had saved me $189.36 and were charging me $94.68 (50% of the savings). They "negotiated" a $7.27/month rate = $87.24 annualized. This is 1) not a savings over the prior year and 2) is what they offer to every current customer upon renewal. (per **** at ****** customer service **************.) The $189.36 price is what they charge new customers or increase existing customers to if they don't call to renew. I have tried to settle this with Rocket Money's "negotiation team" (*****/******* and they will not reply.) You can not speak to someone they only email and text via their "app". They have withdrawn the$94.68 from my **************** account. I want it returned. I appreciate your help.

  Business Response

  Date: 07/10/2023

  Sorry to hear this ***! 
  
  I see you reached out to us and our negotiation representative ******** responded to your most recent inquiry on July 3rd, 2023 but received no followup. I will attach their response below for your reference:  
  
  Thank you for reaching out and letting us know! Do you have a confirmation email or screenshot of your negotiation with them? Per our terms of service, if you'd like to attempt to negotiate your own bill, you must cancel your request prior to Rocket Money completing the requested negotiation or you will be held responsible for all associated fees.
  However, I can go ahead and make a one time exception to waive the negotiation fees if you can provide the confirmation email for the discount you negotiated on your own prior to Rocket Money's negotiation.
  
  If you required further assistance with that negotiation, please reach out to us again via that chat or by another email at [email protected] and we will be glad to work through this with you. 
  
  Thank you!
  
  

• Initial Complaint

  Date:06/21/2023

  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 was charged $48 for a Rocket Money Premium subscription but neither me nor my wife signed up for this. And no, it's not a renewal for something we forgot about - we did not sign up for this.

  Business Response

  Date: 06/27/2023

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

  I see that our support agent, *******, already canceled this Premium membership on June 22nd, 2023. You should have already received your full refund to your original payment method. 
  
  If you see any new charges, please reach out to us at [email protected], and we will be happy to get that refunded for you. Thank you.