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:02/09/2023

  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 rocket money “negotiate” 2 bills. They sent me a notification of their success with my internet provider and initially I approved. Saved me some money..they get a cut..fair. Bit then my cell phone company called me and said someone saying they were me was trying to change my service plan! I hadn’t intended for plans to be changed, so I said no..please don’t deal with them. So I got curious about my ******** account and found they’d downgraded my services! I could have downgraded my services to save money if I wanted that…I certainly did not!! When I chatted (because they can’t be reached by phone), they assured me they don’t downgrade, and if I could send documentation showing the downgrade, they would reimburse me. I sent the documentation proving my services were downgraded, and then I got one late reply saying thanks for your patience while I look into this. Then I got an email that my email address and password had been changed. I tried to log into my ******** app, but couldn’t. So I called ******** and now I can’t even see my account t if handle it until I go into the store in person with ID to prove I’m me. If I don’t do it soon, I could lose services. I’m at work with my client who was in a car accident and needs 24 hr care right now. My son uses the internet for his work. I’m so frustrated. To top it off…the company is now ghosting me. I’ve sent several messages through chat, and they choose not to respond. I want a full reimbursement and I want my membership cancelled. I expect the 126.00 they charged me to downgrade my services, and the 3.00 for the premium membership, and I want my membership cancelled. I want my information deleted from their files. I want assurance they will do no ther financial transactions on my behalf.

  Business Response

  Date: 03/02/2023

  Hi *****, apologies for any delay in response from our team regarding this issue! 

  Thankfully I am seeing that one of our Negotiations representatives, *****, already responded to your inquiry on Feb 13th and provided a full refund for the fees you were charged then deleted your account as well. You should receive your money back within the next few business days if you haven't already. Please note, this timeframe excludes weekends and federal holidays.

  Again, we are 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:02/08/2023

  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.

  So, I asked for help with my ******* account and Rocket Money said they had successfully lowered my bill. I looked at my account yesterday and saw they just switched my plan from play more unlimited to the welcome unlimited plan. I could have done this myself beforehand and I didn't because the switch took away features I need and use like hotspot and 5G ultra-wideband. They didn't really negotiate anything but want to charge me for "negotiating" a better deal when they really just switched me to a lower plan with less features.

  Business Response

  Date: 03/02/2023

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

  I see that one of our Negotiations specialists, ********, responded to your inquiry on February 22nd, 2023. I am attaching their response below for your reference:

  Thank you for your patience while we looked into this. Our team reached out to the provider and confirmed your plan was never changed to 5G start. You have Play more unlimited plan for the main line ending in **** and 5G start for the line ending in **** and **** and the unlimited plan for his watch line ending in **** with sharing data of line **** since you signed up with ******** No downgrades were made at the time of negotiation and you have the same plan and the same amount of services which you had before. Please let me know if there is anything further I can help you with.

  If you have any further questions or concerns regarding this negotiation, please email us once more at [email protected] and we'll get right on this!

• Initial Complaint

  Date:02/06/2023

  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 TrueBill that says they could save me money. Today, going through my card statements shows $169 from RKT MONEY NEGOTIATION. I did not agree to do this. On a fixed income and I feel they took advantage.

  Business Response

  Date: 03/02/2023

  Hi ****, thanks for reaching out to us! We are happy to look into this. It appears that this was due to a bill negotiation that you had requested.
  
  When you agree to our terms of service, you agree that Rocket Money can negotiate a bill on your behalf. You can check out our terms of service here:
  ********************************************************************************************************************

  The reason you were charged was due to the recent bill negotiation that you requested with ********. When you set up your negotiation request, you were asked to choose a percentage of the savings that Rocket Money negotiates for you to pay as your negotiation fee. The options range from 30-60% of the total savings over the first 12 months.
  For this negotiation, you selected to pay a fee equal to 50% of the year's savings. We pulled up your account, and it looks like our team was able to secure a $28.18 monthly savings good for 12 months. This is an annual savings of $338.16! The fee that you selected for this negotiation is $169.08.
  
  A confirmation email with all the details including the savings amount, negotiation fee, and payment date was sent out immediately after the negotiation was completed back in December. A link to set up a payment plan was also included, if you'd like to split the fee up into smaller monthly payments.
  If you have any further questions or issues, please reach out to us at [email protected] and we will be glad to assist you.

  Thank you!

• Initial Complaint

  Date:02/06/2023

  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 been charged continuously for a subscription I canceled and now their app has an error everytime I go in to try to cancel, everything else in the app is working fine, but they can't keep the unsubscribe page going? Very shady, and customer service cannot get back to me for a day.

  Business Response

  Date: 03/02/2023

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

  We are seeing that your Premium account linked with the email address ************************** was already cancelled, refunded, then deleted on Feb 6th, 2023. You should have received a refund to your original payment method if you haven't already. 
  
  If you are seeing new charges, please reach out to us at [email protected] and we will be happy to locate those charges and get them refunded for you. 

  Thank you!

• Initial Complaint

  Date:02/04/2023

  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.

  Feb 4 '22 I used to have the ******** application, which was bought by Rocket Mortgage (Money). The have a bill negotiation feature, which I used on Feb 3 '21 for ****** **. Since then I have stopped using the app because I didn't want to upgrade to the Premium version, and they couldn't connect to my Bank (*** ******). I was divorced in November '22 and I called ****** ** directly to adjust my bill (remove my ex and daughter). I was aware that my ****** ** bill subscription would renew on Feb 3 '23 and was planning on calling and negotiating a new rate, if needed.However, unbeknown to me is that Rocket Money initiated a negotiation with ********, and they charged me $131.11 on Jan 31 '23 to my *** ****** Credit Card. I didn't even know they could charge me directly. Further, I did not authorize them to negotiate on my behalf. If there is some auto-renew feature of negotiation, they did not clearly articulate that. And I could not find a phone number to call to dispute. The only phone number they had was for their Mortgage Lending. I could email them, but I'm not sure that I will get a refund as they have a disclaimer saying that once the negotiation is done, there is no recourse.I wonder how many other people were "scammed" by this practice. I am seeking a refund of the $131.11, and cancellation of any further negotiations on my behalf.

  Business Response

  Date: 03/02/2023

  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 20th and provided a full refund for the fee you were charged. You should receive your money back within the next 5-10 business days if you haven't already. Please note, this timeframe excludes weekends and federal holidays.

  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: 03/09/2023

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

• Initial Complaint

  Date:02/01/2023

  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.

  I signed up with a truebill account & set up smart savings, I would get notifications on my phone that money was being set aside to save. About 3-4 months ago I realized that when I would click on the notification it wouldn’t allow me to access my account. I only know my truebill passwords, but rocket money won’t allow me to login with those credentials, but are still taking money out of my account. I really do like what rocket money has to offer, but I can’t access my money! I have tried to contact them for 3 months now and no phone numbers work, they don’t respond to emails, ********* or ******** messages. I am starting to feel like I am getting scammed. Please help me get into my account and make this right rocket money. I don’t know how much money they have in the smart savings, my guess would be a between $400-500.

  Business Response

  Date: 02/28/2023

  Hi *****, thanks for reaching out to us! Sorry to hear you are having trouble logging in to access your Smart Savings! 

  
  We would gladly point you in the right direction, but we are having difficulty locating an account with Truebill/Rocket Money linked to the email you have provided! It appears our support agent ***** responded to a prior message on January 17th requesting your account email, but has been awaiting a response.
  
  
  Could you please send us another email to [email protected] so that we can see about tracking down this account for you and see about getting you access to your Smart Savings?
  Thank you! 

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service 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.

  TrueBill (Rocket Money) claims to have negotiated a bill reduction on a promo rate for internet services. Not only are they billing me for a successful "negotiation" but my bill has gone up. As I have told them, they are taking credit for a bill increase that never occurred, then my bill went up anyway. They are completely unresponsive and their customer service is probably bots.

  Business Response

  Date: 02/23/2023

  Hi *******, apologies for any delay in response from our team regarding this issue! 

  Thankfully I am seeing that one of our Negotiations representatives, ********, has already responded to your inquiry on February 22nd and provided a full refund for the fee you were charged. You should receive your money back within the next  5-10 business days if you haven't already. Please note, this timeframe excludes weekends and federal holidays.

  Again, we are 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:01/25/2023

  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 signed up with Rocket Money on December 2022. Ive had about 300 dollars deducted from my bank account for savings. Suddenly the app quit working. It doesnt recognize my email, messages and emails go unanswered and there is no phone number to call. I want to cancel my account and get my money

  Business Response

  Date: 02/15/2023

  Hi ***,

  I'm happy to help! Would you mind providing your email address that's associated with your Rocket Money account? We'll be happy to complete your request! 

  Thanks so much!

• Initial Complaint

  Date:01/23/2023

  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 paid in FULL 2 payments for ******** through a negotitated deal. However, the payments were NEVER Sent to ******* and than because of this, ******** cancelled my service!I want them to send the moneys I paid with my credit card to ******** as was promised. OR a REFUND!The customer service email with them is going nowhere.This is a cut and paste from the email from Truebill(rocket money) to me:"A note from your negotiator Hello, When we reached out to your carrier, they stated your current rate was set to expire on 9th OCT and would increase to $23.63. We were able to secure your rate of $7.2 as your bill monthly for 12 additional months. Confirmation Email sent. Payment details As a reminder, Rocket Money charges 50% of your $197.16 savings for this service. We will attempt to charge your card ending in **** for $98.58 on September 16, 2022.Your savings $197.16 Our negotiation fee 50% ($98.58)"

  Business Response

  Date: 02/09/2023

  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 February 7, 2023. I am attaching their response below for your reference. We refunded your two payments of $49.29.

  Hi ****!

  The two payments were for our share of the negotiated savings. These payments do not go to ****** ** directly. You still need to make payments directly to ****** ** the way you would normally pay your bill. ?

  When you set up your negotiation request, you were asked to choose a percentage of the savings that Rocket Money negotiates for you to pay as your negotiation fee. The options range from 30-60% of the total savings over the first 12 months.

  As a courtesy, I have refunded the negotiation fee paid to us. The funds will be in your account within 5-10 business days. Again, we are sorry for any confusion!
  

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

  
  

  Customer Answer

  Date: 02/24/2023

  [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:01/20/2023

  Type:Customer Service 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.

  More than a year ago this was an app on my phone. I decided not to use the service anymore however this company continued to take 5.00 out of my bank account every month. I am unable to get them to stop. I no longer have any contact information for them. I have tried to reach them through the BBB phone number provided. I have tried to ask my banking institution to block the transactions. I don't know how to stop the transactions.

  Business Response

  Date: 02/07/2023

  Hi *****, thanks for reaching out to us! Im happy to look into this. 
  
  I see that we canceled your Premium account with email address ************************ on 01/30/23. You should have received a $5 refund to your original payment method. 
  
  Our colleague, *****, emailed you with these details on 01/30/23. Please see copy of email below:
  
  Hi *****, sorry to hear about the trouble.
  
  I've gone ahead and cancelled your Premium membership. A 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.
  
  Cancelling your Premium membership does not delete your Rocket Money account or remove any active Bill Negotiations, so you will continue to get notifications and emails unless you change your alerts & notification settings in the app or online.
  ?
  ?You're now on the free version of the app. Please feel free to continue with the free version or follow this guide to delete your account.
  ?
  ?I hope that down the road you will choose to support us again as we are constantly adding new features to our Premium membership. Please let me know if there is anything else that I can help you with. 
  
  If you have any further issues, please reach out to us at [email protected] and we can assist you. Thank you