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:06/12/2023

  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.

  Rocket Mortgage entered a negotiation for my Cable TV bill with ********. They then claimed they had reduced my bill by $287.28 over a 12 month period. Per our agreement they would charge my credit card $114.91 as payment for service. Unfortunately they did not actually negotiate a better price, but in fact just cancelled a bunch of services which made it appear my bill had been reduced. They are supposed to charge my card tomorrow (June 13). I want them either to not charge my card or refund immediately. I also would like to cancel the service. I have sent numerous emails and attempted to contact them via chat. They offer no actual phone assistance (Which is a travesty), just want to get out of this nightmare.

  Business Response

  Date: 06/22/2023

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

  I see that our Negotiations specialist, *****, responded to your inquiry on June 16th, 2023 and provided a full refund for the fee you were charged and ensured your lost services were restored. So sorry for any delays in response and we hope you have received your refund in full!

  Feel free to reach out to us at [email protected] if we can assist you with anything else. Thank you.
  

  
  

  Customer Answer

  Date: 06/30/2023

  [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:
  During the 4 days it took to get a response from this business I was without services for that period. I find the fact that they have no way to instantly contact their service disturbing. Having said that: 
  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:06/08/2023

  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.

  Rocket money did a bill negotiation for me with *******. In the process they changed my ********* service and I had to change it back. I asked for the bill negotiation to be refunded because of this. Rocket money took over 3 weeks to respond to my customer support request and refused to refund. I provided proof with an old bill and new bill and they finally admitted wrong but because I had opened a dispute with my financial institution they refused to refund the charge. I closed the dispute with my bank and its been 2 weeks and Rocket money still refuses to make it right. Now, they've charged me again on the same account for the exact same amount. So I have two charges from them for the exact same amount and they will not refund even after admitting they made a mistake.

  Business Response

  Date: 06/22/2023

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

  I see that our Negotiations specialist, *********, responded to your inquiry on June 22nd, 2023 and provided a full refund via PayPal for the fee you were charged. So sorry for any delays in response and we hope you receive your refund in full shortly!

  Feel free to reach out to us at [email protected] if we can assist you with anything else. Thank you.
  

  
  

  Customer Answer

  Date: 06/29/2023

  [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:06/05/2023

  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 being charged $48 for a membership I do not have. I did not sign up with Rocket money. My email isn’t linked to rocket money. I have been charged two times. I was not even aware that they were withdrawing from my bank account. Emails are not answered and there is no customer support.

  Business Response

  Date: 06/12/2023

  Sorry to hear about the trouble *****, 

  I see one of our support agents, *******, was able to locate the account in question that was charged and ensured the subscription was cancelled. You should see no further charges from Rocket Money going forward. 

  If you have any further issues or questions regarding Rocket Money, please reach out to our support team via the in app chat or by sending us an email once more. 

  Thank you! 

• Initial Complaint

  Date:05/20/2023

  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.

  Rocket Money claims to have negotiated my ****** ** bill from $10.02 monthly to $29.81 monthly. They claim they are owed $109.26 for such an achievement. I negotiated my monthly bill down to $10.81. Much better than the clam dips at RM. They now claim to be sending an invoice. My bank agreed this was a case of fraud. I will file a lawsuit locally if 1 point and or derogatory statement appears on my credit report. They claim I can never leave RM. *** has received many similar complaints in the past. Can you shut these crooks down?

  Business Response

  Date: 05/31/2023

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

  Thankfully I see one of our support reps has already gone ahead and waived those fees then deleted your account. You should see no charges from Rocket Money going forward.

  If you have any further questions or issues with that negotiation or your account, please reach out to us again via the in app chat or by sending an email to [email protected] and we will be glad to assist you. 

  Thank you!

  Customer Answer

  Date: 06/06/2023

  [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:05/18/2023

  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 was supposed to negotiate lowering my monthly phone bill. They charged me $36 for "lowering" my bill. They did not lower the actual bill it was lower for one months statement because I did not have roaming charges that month. They took $36 from my account and provided no services. They're giving me the run around about and refund and offer no real customer service. They don't even have a phone number.

  Business Response

  Date: 05/31/2023

  Hi *******, thanks for reaching out to us. So sorry for the trouble here!

  I see that you have deleted your account linked to the email you shared. Unfortunately I am unable to locate any of your prior messages to our Negotiations team as a result.

  We will gladly look into waiving any fees if you provide a screenshot showing the promised savings have not been applied to your current bill! 

  So if you have any further questions or concerns regarding this negotiation, please open a new chat in our app or send an email to us at [email protected] and we'll get right on this!
  

  
  

  Customer Answer

  Date: 06/06/2023

  [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: ********
  
  My bill has not changed. The only change is no roaming charges. I have received no discounts. I need a refund of $36.00.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 06/12/2023

  Again, very sorry for the trouble here! 
  
  We will gladly look into waiving/refunding any fees if you provide a screenshot to our negotiations support team showing the promised savings have not been applied to your current bill! 

  So if you have any further questions or concerns regarding this negotiation, please start a new chat in our app or send an email to us at [email protected] and we'll get right on this!

• Initial Complaint

  Date:05/11/2023

  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 submitted a bill negotiation request on Rocket Money's app on or around April 15th. April 16th I received an email that someone took the request and will be helping. At the time, I had internet service speeds of 1200 mbps for $117/month. Rocket Moneys' terms on their app show, that the speed will not change and they will only lower the bill. On April 20th, I received another email stating "Negotiation Sucess" that stated I will be saving $10/month so Rocket Money will be charging me the agreed $48 (40% of the savings). I then reviewed my ******* bill to find out on April 20th my speed decreased to 1000 mbps for $112/month. Which is a slower speed than where I was and only saved me $5/month. While receiving a partial charge for the change. I contacted Rocket Money on April 23rd, hoping to find a resolve due to their mistake. Rocket Money is now claiming I never had that speed and they only helped which I have invoices proving my claims. Rocket Money claims they contacted ******* in regards to my account and have received different information. May 5th, I provided them with full proof and I have not received a call, email, or even a letter in regards to this matter.

  Business Response

  Date: 05/19/2023

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

  I see that our Negotiations specialist, ********, responded to your inquiry on May 15th, 2023 and provided a refund for the fee you were charged. So sorry for any delays in response and we hope you have already received your refund in full! I see they are also looking into the issue with your services as well, so please follow up with them there for a status update!

  Feel free to reach out to us at [email protected] if we can assist you with anything else.

  Thank you!

• Initial Complaint

  Date:05/09/2023

  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.

  Rocket Money has charged 8 dollars over the span of 10 months for a premium plan I've never once had access too and I've canceled them everytime but they still charge me

  Business Response

  Date: 05/19/2023

  Hi ********, sorry to hear about the trouble! I am seeing that you may have opened two accounts with us linked to two different emails by mistake and only cancelled one of those accounts previously.

  We made sure that your second account was cancelled and issued a refund to your account for 3 months worth of those charges as well. Since our payment system can only issue refunds within a 3 month window, our team will need to issue your remaining refund via ******. 

  We can get that started for you, just be sure to send us a message through our in app chat or via email to [email protected] (not here within the BBB site) and provide us with the email address linked to your ****** account. 

  Thanks!

  Customer Answer

  Date: 06/03/2023

  [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:05/04/2023

  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've had Rocket Money for a while and had never successfully used bill negotiation. They always say it's delayed or they'll keep trying. With ********, they conveniently delayed my bill negotiation and coincidentally were successful when my renewal came up on 05.01.23. Rocket Money claimed to have saved me $360 for the year and charged me $108 for 30% of "savings." //Firstly, they technically saved me only $60 since I currently pay $54.99. Secondly, I am technically paying more after the $108 Rocket Money charged me for doing this "service." You did not actually successfully lower my bill when I first implemented this request. Rocket Money conveniently delayed and waited until I was up for renewal and claim to have helped me...when I can literally do the same thing. I would not recommend using Rocket Money because everything else they offer outside of bill negotiation you can get free with other websites. //When I emailed "*****" from customer service regarding my concern, he ignored me. In-app customer support haven't even checked the messages and we are on Day 4.They clearly don't care about their customers. All these repeated complaints about false "bill negotiations." I already closed my account with Rocket Money. This is how they make their money. It's entirely false advertising. I could've done the same thing and waited for my contract renewal without paying Rocket Money $108 and have them claiming they saved me money when in fact, I'm just paying THEM the "savings."

  Customer Answer

  Date: 05/11/2023

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

  Business Response

  Date: 08/16/2023

  Hi ********, thanks for reaching out to us. So sorry to hear about the trouble here!

  I can confirm that you have deleted your account linked to the email you shared here. Unfortunately I am unable to locate any of your prior messages to our Negotiations team as a result.
  Per our terms and conditions, we will gladly look into waiving any fees if you provide a screenshot showing the promised savings have not been applied to your current bill. 

  So if you have any further questions or concerns regarding this negotiation, please send an email to us at [email protected] and we'll get right on this!

  Thanks

• Initial Complaint

  Date:05/01/2023

  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 have been trying to contact them for 5 days and they do not respond. They negotiated on an account that was closed and charged me $160. I asked my account with them be closed and 2 days later they negotiated a bill and charged me over $200 after I asked the account be closed. I have photo proof of my conversations with them, my billing information and all of that to prove Ive been charged over $300 for no reason. The photos are of the bills and conversations showing the negotiation on the closed account, me asking them not to negotiate any more and negotiating again 2 days later. The photos wont upload for some reason but will be happy to email them to you. Please help me recover my money

  Business Response

  Date: 05/08/2023

  Hi ******, thanks for reaching out regarding this issue! Happy to take a look into this for you!

  Thankfully I am seeing that one of our Negotiations representatives, *****, has already responded to your inquiry and has been working on assisting you. Please follow up with them if you still require assistance.

  Please refrain from opening a new ticket if you still require assistance, and simply respond to the thread that is already active to prevent your messages from getting lost in our queue! 

  Thank you.

• Initial Complaint

  Date:04/27/2023

  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.

  I started seeing charges to my bank account for negotiation fees. Three so far each $41.53. At no time was it disclosed that This would be a recurring charge on top of paying the original bill. I want my money back

  Business Response

  Date: 05/23/2023

  Apologies here ****, 

  We are having some difficulty locating an active account with the information provided here! We will gladly have our team look into this negotiation for you, but we will need you follow up with us directly with the details of that negotiation you had requested.

  Please reach out to us again by sending an email to [email protected] and we will be glad to assist you with this further.

  Thank you!