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:04/26/2023

  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 am being charged money that I NEVER signed on for. When I went to cancel the subscription I didnt have an account so the app made me sign up. When I went to cancel after signing up they said I needed to link my credit cards to the account. I would like BBB to investigate into this matter. It is absolutely impossible to cancel and they do not have a number to call. This company is taking advantage of consumers. All contracts should be effortless to sign up and to deactivate. I have had a few conversations with Rocket Morgage and have not heard back.

  Business Response

  Date: 05/10/2023

  Sorry about that *******, you may have signed up for our 7 day Premium trial and that renewed before you were able to cancel! 

  Looks like we've already gone ahead and ensured we cancelled your Premium membership. A full $21 refund was also processed for your recent charges. You'll receive your money back in 5-10 business days if you have not already. 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:04/24/2023

  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.

  Starting last month I was silently signed up for a premium subscription to Rocket Money. I haven't had their app for MONTHS. So twice now I have paid $6 for a service I didn't even know I was paying for. I have reached out to them but they have not yet responded. I feel the nature of this is fraudulent and does not require their resolution for me to report it.

  Business Response

  Date: 05/10/2023

  Sorry about that *******, you may have signed up for our 7 day Premium trial and that renewed before you were able to cancel! 

  Looks like we've already gone ahead and cancelled your Premium membership. A full refund was also processed for your recent charges. You'll receive your money back within 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, 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:04/21/2023

  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.

  They have made it impossible to cancel which I think is fraud. Basically there is no number or contact available to cancel and if you cant get logged in to your account it wont reset password or anything. Biggest rip off and should not even be allowed to be in business. This is not a legitimate business.

  Business Response

  Date: 05/08/2023

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

  I see that one of our representatives, ******, already canceled your Premium account with email address *************************** on April 21st, 2023. You should have received your full 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.

• Initial Complaint

  Date:04/14/2023

  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.

  They are charging me, for services. That I didn't seek. I would like a refund and cancelled subscription.

  Business Response

  Date: 05/08/2023

  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 $9 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.

  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:04/03/2023

  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.

  It's back Over a year but possibly 2 years I don't even know because I can't access the account because I canceled it a very long time ago But they have continued to take $2 a month out of my accounthis entire time I've canceled the subscription multiple times at least 5 again just today . I can never speak to anyone I only have to email and the every once in a great while I do get a phone call after I send 3 or 4 emails about canceling the subscription and then they say they're gonna cancel it they're gonna refund my money but they can only go back so far Even though I've canceled it multiple times before that It's ridiculous for An app to cancel subscriptions doesn't allow you To cancel their subscription

  Business Response

  Date: 05/09/2023

  Hi ********, sorry to hear about the trouble! It looks like you still had a smart savings account open with us. So you were being charged $2/month for the savings only membership plan.

  Thankfully I can confirm that subscription with us is completely canceled and you will not be charged again. I see we already issued a refund to your account for 3 months worth of those charges as well. Since our payment system can't go further back, our team will need to issue your remaining refund via ******. 
  
  We can get that started for you, just be sure to follow up with us via our in app chat or send an email to [email protected] and provide us with the email address linked to your ****** account. 

  Thanks!

• Initial Complaint

  Date:04/01/2023

  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.

  On October 16, 2022, I started a bill negotiation between Rocket Money and *** cable/internet company. Rocket Money stated that they would be able to negotiate a lower rate on my monthly internet cost in the amount of $30 a month. For this assistance Rocket Money charged me a fee of $15 a month for 4 months. As of today's date, my *** internet bill has not been lowered. In fact, my *** internet bill has increased as of January 2023. I have contacted Rocket money through their online chat and by email asking to either have *** lower the monthly charge or a refund of the $90 that I was charged for the service. So far, I have not heard from Rocket Money to resolve this. I have attached the statements showing the invoice for the month when the negotiation began and the most recent invoice from ***.

  Business Response

  Date: 05/09/2023

  Sorry to hear this *********! 

  I see you reached out to us and our negotiation representative ******** responded to your inquiry on Feb 16th, 2023 but received no followup. I will attach their response below for your reference:  

  Hi ************************************ here with the negotiation team. I'm sorry to hear that your bill went up, but I'll be happy to help you with this. 

  Would you be able to submit a PDF copy or screenshot of your latest billing statement showing the increase, along with all itemized charges? We'd be happy to review and follow up to see what the issue is. 
  
  ?You can typically find this by logging into your providers online account and viewing your billing history. You should then be able to download a PDF copy of your latest billing statement, or take a screenshot of the itemized charges.

  Once you have that, just attach that as a reply to this message and we'll have the information we need to review this issue with your provider.

  If you have any further questions or issues with that negotiation, please reach out to us again via that chat or by email at [email protected] and we will be glad to assist you. Thank you!
  

  
  

  Customer Answer

  Date: 05/15/2023

  [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:

  Once again, I have responded to Rocket Money via the email address that they had provided in their response to my complaint. I have submitted the last 7 months of statements from *** internet which demonstrates that there had never been a negotiation in the monthly charges. 

  I have not heard from Rocket Money once again. I believe this is a fraudulent company and I would like it to be know so that no one else is scammed this way.

  I have attached the first statement the month that Rocket Money was to negotiate a lower monthly rate and my most recent statement. As you can see the monthly fee actually went up. 

  Please do not close this complaint. After reading reviews on the Better Business Bureau website, I now see that this is a common practice of Rocket Money to scam customers. I only wish I had read the reviews for this company before dealing with them.

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

  Business Response

  Date: 05/23/2023

  Sorry to hear this *********, 

  We are seeing that your negotiation with *** has been fully refunded by our team as of May 17th. It appears your account with us has been deleted completely as well. 

  Apologies for the trouble here once again, and please feel free to reach out once more via email if you are having any further difficulties. 

  Thank you!

• Initial Complaint

  Date:04/01/2023

  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 purchased and utilized the app TrueBill to manage expenses which was bought (operated) by Rocket money. I utilized a service they provide where you agree to pay them 30% of the savings if they negotiate your bill to be lower. I currently and have been paying (for years) $14.54 or less for my ** radio subscription so I requested they see if they could negotiate a lower rate as my father pays less than that. They returned an email to me saying that my rate would remain the same but because I COULD be paying as high as $43 a month they saved me $349. By confirming I would have the same rate and saving me no money from my current rate they took $104 from my bank account for non existent savings. The agreement was to pay them 30% of what they saved me. If Im paying $14.54 and Im going to continue to pay $14.54 they saved me nothing. The terms of the original request are nowhere to be found on the website and they stand by their belief that they saved me $29 a month and have thus stopped communicating after I requested a refund. This is fraud and a dishonest business practice and it needs to be reported and dealt with to protect other consumers. What prevents them from saying I could have been spending $200 a month? I want them to refund my $104 dollars.

  Business Response

  Date: 05/09/2023

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

  I see that you reached out to us via our chat previously, and our Negotiations specialist ******** responded to your inquiry on March 30th, 2023 breaking down the savings we were able to obtain on your bill.

  We will gladly look into waiving those 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 respond to your open chat or email us at [email protected] and we'll get right on this!

  Customer Answer

  Date: 07/27/2023

  [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:

  From: **** ********* <***********@****************>
  Date: Thu, Jul 27, 2023 at 3:02 PM
  Subject: Re: Rocklet Money Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  I do not accept their response because there were no savings. 
  
  I was paying $14.54 a month and I’m still paying $14.54 a month. 
  
  They charged me a fee based on what I could have potentially been paying. If I never paid that amount then they didn’t save me anything. 
  
  I request a refund of the “fee” they deducted from my account based on the logic outlined in my original complaint. 
  
  That said, here is proof that I am paying $14.54 per month. 
  
  My new cost after their negotiation would have to be less than $14.54 in order for them to get a fee. They withdrew $104.90 on 3/30 for “savings” that don’t exist. 
  

  Regards,

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

  Business Response

  Date: 08/04/2023

  Apologies for any confusion surrounding this ****, 

  It appears the amount saved is based on the amount you would have been charged by the provider had our negotiations not secured a promotional rate. Had the negotiations team not reached out to your provider, your monthly rate would have increased, and you would be paying a higher premium.

  When you agree to our terms of service when submitting your bill, you agree that Rocket Money can negotiate a bill on your behalf and collect the selected fee amount. You can check out our terms of service here: ************************************************************************

  If you have any further questions or issues with Rocket Money, please reach out to us at [email protected] and we will be glad to assist you.

  Thank you!

  Customer Answer

  Date: 08/28/2023

  [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:

  From: **** <***********@****************>
  Date: Mon, Aug 28, 2023 at 12:19 PM
  Subject: Re: Rocklet Money Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  I reject their response because regardless of what I could be paying what I was paying was $14.54 and am still paying that amount. The fact that I could have been paying more and you keep me charged the same amount, you didn’t save me anything. 
  
  If at the time of the request I am paying $14.54 and you get the payment down to $10.00 (which is what my dad pas thus my request for inquiry) then I would pay them a % of that savings. 
  
  They saved me nothing so I should have been charged nothing. 
  
  Regards,

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

  Business Response

  Date: 08/30/2023

  Again, very sorry for the trouble and confusion surrounding this negotiation ****! 

  As I have shared previously, one of our negotiators reached out to ******** on your behalf and was able to successfully maintain your promotional rate. Had they not reached out to the service provider, your rate would have increased, thus costing you more money. As a result we have collected the standard fee for this service based on these savings. 

  When you agree to our terms of service when submitting your bill, you agree that Rocket Money can negotiate a bill on your behalf and collect the selected fee amount. You can check out our terms of service here: ************************************************************************

  If you have any further questions or issues regarding this negotiation, please reach out to us at [email protected] and we will be glad to assist you.

  Thank you!

• Initial Complaint

  Date:03/31/2023

  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 had an account with ********************** which "became" Rocket Money. In February 2022 I asked them to negotiate a better deal on my ******* account. They responded that they could not get a better deal. In February 2023 I suddenly recieved an email from Rocket Money saying that they had "negotiated" a better deal. My ******* bill went from $296 to $312 a month and they charged me $132.51, 30% of the "savings" of $441.72. At the same time I lost unlimited internet and free calling to the UK.

  Business Response

  Date: 05/09/2023

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

  I see that you reached out to us via our chat previously, and our Negotiations specialist ********* responded to your inquiry on February 9th, 2023 breaking down the savings we were able to obtain on your bill.

  We will gladly look into waiving those 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 respond to your open chat or email us at [email protected] and we'll get right on this!

  Customer Answer

  Date: 05/15/2023

  [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: as previously stated the costs of my monthly bill actually increased and they still charged me a fee. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 05/19/2023

  Again, we are very sorry to hear that *******! 

  As we shared prior, we will gladly see about waiving any applied fees if you provide a screenshot to our chat/email showing the promised savings have not been applied to your current bill. 

  So please respond to your open chat or email us at [email protected] and we'll get right on this for you.
  

• Initial Complaint

  Date:03/28/2023

  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.

  I requested billing negotiation services with Rocket Money for two service providers. On 11/5/22 they negotiated a $480 reduction for one year with Spectrum and billed my card half of the savings as agreed upon. So far this has worked out well. However, the second charge was for ******* and was based on $360 savings for the year. They charged $180. ******* lowered the bill during the following billing period $30. The next month it was back up to the usual amount. The FAQ on Rocket Money Inc's website says to be patient, this happens sometimes for different reasons. This plus the fact that there is supposed to be a monitoring service in place for these negotiations gave me the peace of mind to be patient. After one more normal bill from ******* I looked up my account on Rocket money. I noticed there was a ******* and a ******* ****. I thought that must be what's causing the glitch. I started a chat with support and stated what I found and how I thought that might cause issues with monitoring and communications with *******. If this could not be fixed I'd like the unused portion of savings refunded to me. ***** from the negotiating team wrote this to me, "The reason that only a one time credit could be applied is because you are already receiving the lowest possible rate for your current service level." He then mentioned reducing services to reduce the billed amount. Then he wrote, "A one time credit was negotiated to your upcoming bill as a courtesy, since there were no options to lower your bill on a monthly basis at this time." Why would they charge me as if a successful negotiation of $360 for the year was achieved if only a one time "courtesy" reduction was agreed upon? I put this to ***** and suggested if this is a normal policy for all customers it is probable this is a legally class actionable event. He offered their legal teams contacts so I could speak with them and to review what I signed up for! I did not sign up to save $30 by paying $180

  Business Response

  Date: 05/02/2023

  Sorry to hear this *****, 

  We would gladly take a closer look into this for you! Unfortunately, we are unable to locate any accounts or negotiations in our system under the name and email address you have provided! While I see you provided screenshots of the chat you had with *****, we cannot locate the account you had this chat through with the info here.
  
  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!

  Customer Answer

  Date: 05/14/2023

  [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. 
  At some point it seems I deleted the app and the data along with it. This hinders the process of any reparation on their end so considering the fact I will have saved more money than lost by years end I'm satisfied as is and consider any more time invested will be a wasted effort.  I'm also satisfied with the growing number of complaints and negative reviews on this company as they will inevitably lead to their undoing.  Thank you for all you do.

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

• Initial Complaint

  Date:03/28/2023

  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.

  So I downloaded rocket money just to check it out. I never agreed to the premium account membership and it just randomly took 48$ from my checking account. I’m furious because I have bills to pay soon and rocket money decides they wanna steal from me which makes no sense because I never agreed to anything premium. I wouldn’t want to pay 48 dollars for a app I was just checking out. They should of had it on the upcoming bills I was gonna pay but it didn’t show any of that. Now I’m hoping I can get my money back. I deleted my account in frustration and I unlinked my both accounts from it but somehow I’m scared that rocket money is gonna find a way to still charge me money for something I’m not using.

  Business Response

  Date: 05/02/2023

  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 you cancelled your Premium membership and deleted your account successfully. A full $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.

  You should see no further charges from Rocket Money, but 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!