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:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 2/22 I began a negation with rocket money. They were going to attempt to lower my monthly bill through a negotiation with Spectrum. I only have the internet. They told me they did. I did not realize the cost involved as they were charging me 60% of the negotiated rate. I learned that it is anywhere from 30% to 69%. They changed ton30%. However, I learned that they did not negotiate my bill. Instead they added cable as well. I do not want cable. I have been emailing every day with my concern. They were quick to respond to emails when I asked about cost but have not emailed me at all with the concerns of getting rid of cable and getting me out of the contract. I know have a cable box and modem that I must return. I want my bill either negotiated as I was told and I will pay the 30% or I want everything out the way it was before they were involved.

  Business Response

  Date: 04/13/2023

  Hi *****,

  Our deepest apologies for the inconvenience and frustration you've experienced. On March 2, 2023, we refunded the negotiation charges and reversed the changes that were made to your account. If you have any further questions, please don't hesitate to reach out to us at [email protected]. 

  Thank you again for reaching out and being a member with us. And feel free to shoot us an email as we'd also love to improve your experience in any way we can!

• Initial Complaint

  Date:03/01/2023

  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 was charged 48$ despite never picking the 30% or 40% options for premium. After submitting a complaint via Rocket Moneys email, rather than refunding me they just cancelled my subscription. The site was made for cancelling scam subscriptions but it ironically seems to be one itself.

  Business Response

  Date: 04/04/2023

  Hi ******, 

  We're so sorry for any confusion or frustration! I took a look at your account and I see that the $48 premium charge was refunded to you in the first week of March. Again, our deepest apologies. If you can take a look and let us know if you received it, that would be super helpful! It should've been refunded to your **** ******* account ending in ****. For any additional questions, feel free to respond here or reach out to us at [email protected]!

  Thanks so much!

• Initial Complaint

  Date:02/25/2023

  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.

  Rocket Money took 29.95 from my account without authorization

  Customer Answer

  Date: 03/21/2023

  From: *********************** <*********************>
  Date: Tue, Mar 21, 2023 at 3:42 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  They resolved the issue. Thanks 

• Initial Complaint

  Date:02/22/2023

  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 is supposed to negotiate lower subscriptions for you without ANY change in services. They contacted my cable company and messed up my account thoroughly, so that it ended up costing me MORE for the same services. I contacted the cable company myself and renegotiated but I am still missing channels and services because of Rocket Money. I disputed their service charge on my credit card, but I just found ANOTHER charge from them directly charged to my bank account, which I certainly NEVER gave them persmission to charge. There doesn't seem to be any way to reach this "company" by phone. I tried repeatedly to message them via the website and have heard NOTHING back. A completely shady and crooked bs company! I want them to stop charging me immediately!*****************************************

  Business Response

  Date: 03/17/2023

  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, ********, already responded to your inquiry on March 1st and provided a full refund for any fees you were charged.
  Again, we are so sorry for any trouble surrounding this negotiation!

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

  Thank you. 

• Initial Complaint

  Date:02/17/2023

  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 has continued to steal money after I have canceled via app. I have formally complained via email. They assured me it will no longer occur yet to this day they are still stealing from me.

  Business Response

  Date: 03/13/2023

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

  We are seeing on our end that your Premium account linked to the email address you provided was already canceled and refunded back on Oct 21st, 2022. You should have already received a refund to your original payment for that account.

  If you are seeing new charges from us, please reach out to us at [email protected], and we will be happy to locate those new charges and get them refunded for you. 

  Please include the following details in your email to us: 
  - the transaction's billing description (as it appears on your account statement)
  - the name of the bank that was charged
  - the last 4 digits of your account charged (not the card)
  - amount and date of the last transaction
  - a screenshot of the charges
  

  Thank you!

• Initial Complaint

  Date:02/14/2023

  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.

  On 2/2/23, I received a notification that Rocket Money had successfully negotiated a bill for me. However, the amount of money that they claimed to save me was incorrect, so Ive been overcharged for the bill negotiation. I ended up paying almost more than they saved me for the next year. I have reached out to them via chat and email to resolve the overcharge, but have not heard back.

  Business Response

  Date: 03/09/2023

  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, ********, already responded to your inquiry on Feb 18th and provided a full refund for the fee you were charged.
  Again, we are so sorry for any trouble surrounding this negotiation issue!

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

  Thank you. 

  Customer Answer

  Date: 03/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:02/13/2023

  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 signed up with Rocket Money since it is a budgeting program that can help me manage my money. NOW i was curious with an additional feature they had to "lower a bill". They mentioned through their app that i can allow them to negotiate to lower my bill. HOWEVER as you will see in the proof attached, i usually pay my Vivint $57. monthly. Once Rocket Money said they said me $205. a year MY VIVINT BILL INCREASED TO $82 AND ROCKET MONEY CHARGED ME $82.32 TO LOWER THIS BILL. Now I am not a mathematician BUT the math does not add up. I want a refund for my $91.32!!! $9.00 for the first month i was charged and the $82.32 i was charged FOR NOTHING!! They dont even have a customer service number i can call which is also frustrating.

  Business Response

  Date: 03/09/2023

  Hi *******, thanks for reaching out to us. Sorry for the trouble here, I am afraid we do not currently have a support number as youve noted! 

  I see that you reached out to us via our chat however, and our Negotiations specialist ******* responded to your inquiry on February 16th, 2023. I am attaching their response below for your reference: 

  Most discounts will be applied to the next billing statement generated after your negotiation date. However in some cases, it can take up to 2 billing cycles for a discount to be applied. It really depends on when your billing statement begins and ends, and when the discount was applied.

  We do guarantee that the negotiated discount will begin to be applied within 2 billing cycles. If your discount has not been applied within 2 billing cycles, please let us know and we'll be happy to follow up with your provider.

  If you have any further questions or concerns regarding this negotiation, please respond to your chat with ******* or email us once more at [email protected] and we'll get right on this. Thanks!

• Initial Complaint

  Date:02/10/2023

  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.

  Recently, I requested Rocket Money a negotiation on the subscription price for the **** Since this process was taking too long and my *** payment was coming up, I decided to just cancel the subscription. However, during the process of *** subscription cancellation, they offered me an attractive deal of only paying 1 dollar a week to continue, so I agreed. After a few days, Rocket Money told me that the negotiation has been successful and took $100 out of my pocket for the discount I directly got from **** This was a falsely made transaction where Rocket Money took credit for nothing it did. The worst part of it is that I reached out to them everyday for 3-5 days, and NO RESPONSE. Please look into this issue.

  Business Response

  Date: 03/09/2023

  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, ********, already responded to your inquiry on Feb 17th and provided a full refund for the fee you were charged.
  Again, we are so sorry for any trouble surrounding this negotiation issue.

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

  
  

• Initial Complaint

  Date:02/10/2023

  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 with Rocket Money (originally Truebill) to negotiate my cable and satellite radio bills. On February 6, 2023, I received a notice from them that my cable bill with ******* had been decreased by $66.60 over 6 months. I found out through ******* that they had cancelled my DVR service. The arrangement with Rocket Money was to negotiate the monthly cost without affecting any services. I never authorized them to remove services, including DVR. They do not provide a customer service phone number and require replies be done through email. I immediately emailed them on February 6 instructing them to call ******* and restore my DVR service. I also instructed them that I did not authorize them to charge my debit card $19.98 on February 9, 2023 as they stated they would. The $19.98 is the 30% fee for their "negotiation." I followed up with emails on February 7, February 8, and February 9 reiterating that they are not to charge my debit card. I did not receive a response to any of my attempts. On February 9, 2023, my debit card was indeed charged the $19.98. Rocket Money never communicated with me at all about this other than to - out of the blue - tell me they "negotiated" my ******* account. Not only did they ignore my instructions to not charge my debit card and failed to communicate with me about it, they breached our agreement by fundamentally changing my services with *******.

  Business Response

  Date: 03/09/2023

  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, *********, already responded to your inquiry on Feb 24th and provided a full refund for the fee you were charged and verified no services were lost. 

  Again, we are so sorry for any trouble surrounding this negotiation issue.

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

• Initial Complaint

  Date:02/09/2023

  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 downloaded rocket money because I thought it would help. Its advertised as free- but wants me to pay a subscription fee after I linked bank information. Then it said it saved me $240 and wants 72 is return. This is laughable. My bill is already only $98 a month. Why am I paying almost the full amount of my internet people for a product I didnt even get?! There is no place to go back and cancel- and Im going ti continue being charged. Bad business. I will never recommend this to anyone.

  Business Response

  Date: 03/09/2023

  Sorry to hear this ********, 

  Checking the email provided, it appears you deleted your account with us back on February 13th! This is likely why you are unable to login and manage that negotiation. Thankfully, as the account was deleted, this means any and all payments made to Rocket Money are settled and you will not be charged any further.
  
  Please reach out to us by sending an email to [email protected] and we will be glad to assist you if you need further help. Thank you!

  Customer Answer

  Date: 03/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I canceled the account on my own. The problem is not my log in. It is the ridiculous fee you charged me for for doing nothing. You guys are are absolutely unhelpful and what you do is scam people out of money. I will never recommend this to anyone. 
  Regards,
  
  *******************************
  

  Business Response

  Date: 03/28/2023

  Sorry to hear this ********,

  According to our records, a bill negotiation was successfully completed with ******* ******** and our team was able to get your account a 12 months promotional discount of $20 monthly for the full year without making any changes to your plan. So you should be paying $20 less per month on that bill!
  
  As noted in your confirmation email that was sent back in February, it can take 1-2 billing cycles for a new rate to take effect. If you haven't seen the advertised savings within that time frame, please send us an email to [email protected] your current billing statement, and we'll be happy to look into it for you and offer a refund for that fee you were charged.

  Thank you!