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:03/28/2023

  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.

  ** January. 2023 I utilized RocketMoney's bill negotiation services. They indicated that they could lower my ******* bill. After a month long delay, I received an email that they would be negotiating soon. Two days later I received an email stating they saved me over $500 on my bill. The. savings were stated to come through over 12 months. I called ******* and was told my rate would go down by $10 dollars a month for a year. RocketMoney provided no explanation for how they calculated the rate change and proceeded to charge me a 50% negotiation fee, collected as two lump sums. I attempted to connect via email and chat. The chat function costs money to access and each of my messages was ignored. I have not heard back via email. The company fraudulently claimed to save me money with out providing a single receipt or piece of evidence to back their claim and charged me for a service that was not provided.

  Business Response

  Date: 05/02/2023

  Hi ******, thanks for reaching out to us. Sorry for the trouble here, happy to share that we do not charge any fees to utilize our support chat!

  I see that you reached out to ** via chat previously, and our Negotiations specialist ******** responded to your inquiry on February 2nd, 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 prior chat (as I shared this is completely free to utilize) or email ** at *************************************** and we'll get right on this!
  

  
  

  Customer Answer

  Date: 05/11/2023

  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. 

  I am following up with them via email, but I am nervous that I will continue to be ignored. I am attaching the screenshots indicating the discrepancy. 

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

  
  

• Initial Complaint

  Date:03/28/2023

  Type:Product 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 was charged 36 dollars on 03/06/23 from this RANDOM business I had literally never even heard of. I tried emailing support and was completely ignored so I did some digging. Turns out it used to be an app called ******** I hadn’t used since 08/2020 and had canceled. No one ever informed me they were rebranding and honestly I didn’t think it would have mattered considering this is a company I don’t use anyway! This is a complete scam and a fraudulent company. The fact they still had my banking information is alarming. And then for their customer support to totally stonewall me.. sketchy!

  Business Response

  Date: 05/08/2023

  Very sorry to hear this *******! 

  While I see you have successfully deleted your account with us, it appears this was not done until Mar 27th, 2023. Please note that deleting our app off your device does not cancel your account with us. We notified all our users of the name change last year, but as you were not an active user you may have missed that update to the app.
  
  We would have gladly issued a refund for any charges as you had not been using our services, but we are seeing that you have issued a dispute with your bank and they have provided that refund for you already. So thankfully, you should have already received those funds back.
  
  We can confirm any and all remaining info linked from your account has been successfully deleted from our systems, so you should see no further charges from Rocket Money. If you do see any new charges however, please reach out to us at [email protected] and we will be happy to get that refunded for you ASAP. Thank you!
  

  Customer Answer

  Date: 05/15/2023

  [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:03/27/2023

  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 signed up for premium status for a year billed annually then I canceled after a couple months and they refuse to refund me the prorated amount

  Business Response

  Date: 05/02/2023

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

  I see that we successfully canceled your Premium account with email address ******************* on 3/13/23 and issued a full refund. You should have already received your full $36 refund to your original payment method we had on file.
  
  If you see any new charges or did not receive your refund, please reach out to us, [email protected], and we will be happy to check on that for you. Thank you. 

  
  

  Customer Answer

  Date: 05/10/2023

  [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 company did ever refund me and I just double checked
  
  Regards,
  
  *********************
  

  Business Response

  Date: 05/16/2023

  Sorry to hear that *****, but according to our payment system your refund was successfully issued back to your ******* account ending in **** on the date previously mentioned.

  If you have not seen those funds returned to your account, please send ** another support message in app or via email to [email protected] with a screenshot.

• Initial Complaint

  Date:03/20/2023

  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 recently downloaded the rocket money app for their free trial. I cancelled my subscription within a week and then found I was charged $60.00. I have tried contacting Rocket Money, but there are no ways listed to contact a live person, their chat feature isn't active and I've sent them an email. I have also submitted a review to the app developer and it was deleted.

  Business Response

  Date: 04/21/2023

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

  Thankfully, I see that we already canceled your Premium account with email address ****************************************************************************;on March 22nd. You should have already received your $60 refund to your original payment method. 
  
  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:03/20/2023

  Type:Order 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.

  Was charged for "bill negotiation" that supposedly saved me $200+ over a year on my ISP/cable bill. Paid $60 for this "service" and then not even one month later, my "lowered" bill was raised by my cable bill almost $100/month. So that new, lower bill they negotiated that they claimed was for the next 12 months? It lasted one month. Multiple chats and emails to the company asking for an explanation or assistance has been ignored. Having to go through a dispute process with the bank now as service they claimed was not actually provided and they won't respond to a single communication.

  Business Response

  Date: 04/21/2023

  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 March 23rd, 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! 

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

• Initial Complaint

  Date:03/13/2023

  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.

  10/12/2022 NEW YORK ,NY ********* *********.COM NEW YORK ,NY ****** ******** *******(R) CARD ... $34.99 9/12/2022 NEW YORK ,NY ********* *********.COM NEW YORK ,NY ****** AMERICAN *******(R) CARD ... $34.99 8/12/2022 NEW YORK ,NY ********* *********.COM NEW YORK ,NY ****** ******** *******(R) CARD ... $34.99 7/12/2022 NEW YORK ,NY ********* *********.COM NEW YORK ,NY ****** ******** *******(R) CARD ... $34.99 I used the Rocket Money App to cancel all my bills. They did a great job at cancelling small ones like *******, *******,etc. But I kept getting charged with ********* without realized. Last month I tried disputing any payment from the bank and they disregarded due to no notification being sent directly. I contacted them directly in October to cancel the subscription

  Business Response

  Date: 04/14/2023

  Hi *****,

  So sorry for the inconvenience! We tried cancelling your subscription but were unable to get in contact with anyone from the ********* ************ support team. This will need to be canceled directly on your end.If you have been also unable to get in contact with ********* ************ for cancellation, we strongly suggest you reach out to your bank ASAP. Your bank should be able to locate and stop the charges.I apologize we weren't able to cancel your subscription this time, but please let me know if there's anything else we can help with and feel free to reach out to us at [email protected] for further assistance!

  Service Contact Info:
  
  Contact Url: **********************************
  Cancel Url: **********************************
  Support Email: ******************************
  Phone Number: **************

  Thank you again and wishing you a wonderful weekend!

  Customer Answer

  Date: 04/18/2023

  [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:
  

  There was no email or communication regarding the lack of being able to contact them. Meanwhile my charges kept going until I reached out to them. I reached out to the bank and they couldn't help me because ********* informed them I never reached out, it was your job as part of your app.
  Therefore I'm requesting the charges back from your company because of failure to communicate, I was charged by ********* for 4 months.
  

  Regards,
  

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

  Business Response

  Date: 04/26/2023

  So sorry for the inconvenience here *****, 

  As we shared previously, we are seeing that while we did submit a request for cancellation to ********* on your behalf on May 29th, 2022, we received no followup from their team. The app likely sent you a push notification on Jun 9th, 2022 updating you on this status change with your cancellation request. 

  As these subsequent charges were issued by the service provider and not Rocket Money, we cannot offer a refund for any fees charged. You will need to reach out to ********* directly to see about any refunds.

  ********* Contact Info:
  Contact Url: **********************************
  Cancel Url: **********************************
  Support Email: ******************************.
  Phone Number: **************

  Thank you! 

  Customer Answer

  Date: 05/02/2023

  [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:

  This is an error between the communication of 2 parties, that ended up charging a 3rd party. In this case, you should contact ********* in regards to their lack of response to you guys.

  And you should fight for the refund for the client, myself. 
  
  Regards,
  
  *************************

  Business Response

  Date: 05/17/2023

  Sincerest apologies for the miscommunication here *****, but as we stated prior we cannot provide assistance with these charges as they were not issued by Rocket Money. 

  In a case like this we need you to follow up with the service provider who issued the charges directly to see about any refunds or cancellations:

  ********* Contact Info:
  Contact Url: **********************************
  Cancel Url: **********************************
  Support Email: ******************************.
  Phone Number: **************

  Thank you for your understanding, and so sorry we cannot assist in this matter!

• Initial Complaint

  Date:03/10/2023

  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.

  Rocket Money's claim to negotiate bills on your behalf is a FRAUD!! Most service providers will not negotiate with 3rd parties! The service provider they claimed to have lowered my bill by $300 told me my bill was never changed. In fact, our Account is flagged as some suspected fraudulent activity as the person who called was not me. However, Rocket Money staff kept telling me that I'd have to wait several billing cycles to see the lower bill...NOT and they charged me $121 for the savings they negotiated for me!!Our Bill was NEVER changed and was NEVER communicated our bill would be lowered! SCAM. I do not want others to fall victum of false claims. I willingly paid the suggested bill if the service had actually been true. I was dupped but others should be aware!

  Business Response

  Date: 04/05/2023

  Hi ******,

  We are sorry to hear about this. While many companies do negotiate with us, we see that your billing company wasn't sure about us and didn't honor the negotiation. We see that this concern was escalated. Our team reached out to you to provide further assistance on March 13th and the charges for this negotiation was refunded. Please reach out to our support team at  [email protected]. We are happy to see what else we can do to improve your experience with us. 

  Thanks so much!

• Initial Complaint

  Date:03/09/2023

  Type:Order 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 signed up for this service agreeing to pay the minimum "suggested" payment. I believe it was $4. No confirmation and no way to tell on their site what I was paying. The direct debited $48 out of my checking account. I WANT A REFUND. This is nuts. Not to mention their service sucks.

  Business Response

  Date: 04/04/2023

  Hi *****,

  So sorry for the frustration! It sounds like we charged you for the annual premium in error instead of the $4/monthly. We're deeply sorry for this and understand the type of difficulty this can cause. We took a look at the charge and see that it was refunded sometime in the week of 3/13/2022. Would you mind taking a look for us and confirming that? We want to ensure you received it and everything is OK. Please let us know here, or email us at [email protected]. We're committed to ensuring you receive the resolution and service you're looking for!

  Thanks so much!

• Initial Complaint

  Date:03/07/2023

  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 heard of truebill , now rocket money through dr. ******* decided to use them! Eventually I wanted them to try and get my cable bill down , they made it seem it would be 60.00 not only did they take out 4 payments of over 60.00, they never negotiated my bill

  Business Response

  Date: 04/05/2023

  Hi *****,

  We're so sorry for the frustrating experience! We were prepared to refund the charge but hadn't received any documentation, so we were not able to do so at the time. That said, we just did some research to look into this for you and were able to confirm that your bill hadn't been negotiated. We're so sorry this happened!

   So we're pleased to say that we put the full refund through. Please give the refund 5-10 days to complete processing. For any further questions, feel free to reach out to us at [email protected].
  
  Thanks so much!

  Thanks so much!

• Initial Complaint

  Date:03/07/2023

  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 2/28/23 I received an email from Rocket Money stating they successfully negotiated a savings of $269.16 on my *** Communications bill. The day before I received my bill which increased by $30.00. I called *** and reduced the bill by $27.00. I already have savings on my account which has been there for 3 years due to the bundle I have. I tried calling but there is no customer service phone number. I tried chatting on 2/28, 3/1/ 3/6 and 3/7 and have yet to receive a response. I emailed [email protected] and received a note that they have a small staff and would get back to me within 24 hours. I have heard nothing!!!! I have savings of $2362 with them and would like to close out the account. Each time I try to delete my account and transfer my savings to my **** account I get "contact customer support". It's a vicious loop and I can't get in touch with a person or close my account. They billed me $107 for the so called savings of $269.16 which I am currently disputing with my credit card. This is a total sham and I want my money!!!!

  Business Response

  Date: 04/05/2023

  Hi ******, 

  We're so sorry for the frustration! We took a look at your account and we see that it looks like you have opened a dispute with your bank regarding the recent charge for your bill negotiation. Since a dispute has been opened, your bank is investigating the matter and have frozen the funds until they have resolved the issue. That means that at this time we cannot issue a refund. The dispute process will be handled by the bank and they will notify you of their decision. If they rule in your favor, the funds will automatically be refunded to your account.

  Thank you for your understanding as our hands are tied due to this dispute. In the meantime, please let us know if there is anything else we can do to improve your experience with the app and feel free to reach out to us at [email protected]!