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:09/11/2024

  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.

  Received attached letter for a personal loan. Company called to complete application stating that it would not effect credit, get all of my information then tried to talk me into a debt settlement. They do not even do personal loans as advertised.The company falsely represents themselves as a loan company but are a paid debt settlement company. Their are non-profit debt settlement companies. This fact is not listed on their fliers.

  

  Business Response

  Date: 09/13/2024

  Hi ******,

  Our managers have tried to call you a couple times. If you would like to discuss further, please feel free to call us at **************. You can ask for *** or Lamontay, our managers.

  As to your complaint, we followed up internally and we can confirm that for some reason our representative did not offer you the product you requested. We sincerely apologize for that.

  Were sorry you felt this was a bait and switch, but we do offer a number of different products to assist our clients who are all in unique situations. I cannot explain why the representative did not proceed with your request, and again, we would be happy to assist if you call us. As a response to your complaint, I can confirm the representative you spoke with is undergoing disciplinary action including remediation training to prevent this from happening again. If you would like a manager to reach out to attempt to further assist you, please call us at **************.

  Again, you have our sincere apologies, and if we can assist in any way, we are just a phone call away. Best wishes.

• Initial Complaint

  Date:08/14/2024

  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.

  Received a invitational letter in the mail regarding a pre-qualified personal loan amount. I go to their website, typed in the pin from the letter, and my zip code, thinking that I could complete the application on-line? Instead I get a message that someone will contact me soon. I get a call from someone, and the phone disconnects. I waited to see if they would call me back for several minutes, and nothing. So, I called the number, and ***************** answered, and confirmed that he was the initial caller. I hesitantly give the requested information to complete the application over the phone. I was told that I would get a call back in 1 hour. 2 hours later, I get a call back, then I was asked if he could call me back because his manager was calling him. After another hour, and post me reading the reviews, I texted him asking to cancel my application, no response. He finally calls me to go over offers. I asked that he just cancel please due to how unprofessional he was, and how my experience was just like other customers. He literally argued with me regarding how the "The fact you think the BBB is a legitimate resource of information is comical. They extort money from businesses and will adjust their ratings if you pay them enough". These are the type of employees working for this company.

  

  Business Response

  Date: 08/27/2024

  Dear ******,

  Thank you for bringing your concerns to our attention. We apologize for the experience you had with our company and for any inconvenience it caused.

  We understand that you received a pre-qualified offer and were expecting to complete your application online. It seems there was a breakdown in communication, and we sincerely regret that this led to confusion and frustration on your part.
  

  We are sorry to hear that the follow-up process did not meet your expectations, especially regarding the professionalism of our representative. Please know that this is not the standard of service we strive to provide. We take your feedback seriously and will be addressing the matter internally to ensure that this situation does not happen again.

  Regarding the comments made by our representative, we apologize for any offense they caused. We value our relationship with all customers and potential customers, and it is never our intention to belittle or dismiss their concerns. Your feedback is crucial in helping us improve, and we appreciate you bringing this to our attention.

  We want to assure you that your request to cancel the application has been processed. If you have any further concerns or need additional assistance, please do not hesitate to reach out to our customer service team at ************
  

  Thank you again for your feedback, and we hope to have the opportunity to better serve you in the future.

  
  

• Initial Complaint

  Date:06/07/2024

  Type:Customer Service 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.

  Rocketship Financial took down my information for a loan and failed to complete my application. They constantly put me on hold. At this moment a supervisor has not emailed or called me for a resolution. The employees disrespected me by saying "they don't have time for this". They are not completing my application and keep hanging up the phone on me. This company should be shut down for fraud if they are not talk to customers just taking information and I hope not selling peoples' information. I want them to contact me why they are not finishing my application.

  

  Business Response

  Date: 06/13/2024

  Hi ********,

  I have received your message. First, I sincerely apologize for the experience you had with one of our finance specialists. This does not represent the type of service we provide to our clients. We will review the matter internally and ensure remediation steps are taken.

  I also want to assure you that we are not in the business of collecting information for the purposes of selling it. Your information WILL NOT be sold.

  A member of the management team will be reaching out to you as soon as possible.

  Thank you for your understanding.

  Customer Answer

  Date: 06/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:06/06/2024

  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 believe this is a scam. They will collect your personal information such as social security number and home address. Sounds reasonable at first for a lending company. They approved me for debt consolidation but before they can send me any documents to review and sign, they want my bank routing and account number info. I insisted on seeing the DocuSign agreement first but the **** ***********************, insisted on not being able to move forward unless he has my bank information. Red flag! I am posting this bec I do not want others to get victimize or waste their time like I did. I dont believe they are reputable, they just want your information so they can commit fraud.

  

  Business Response

  Date: 06/13/2024

  Hi ****,

  I'm sorry the experience you had with us was not to your satisfaction. I can assure you we are not a scam. In fact, what the representative told you is true. The banking information is part of what gets populated into the DocuSign agreements, and the system does not allow the representative to generate or send the agreement without that information.

  If you would like to revisit this opportunity, please call us at **************

  Thank you

  Customer Answer

  Date: 06/18/2024

  There was no DocuSign sent to me. No paperwork of any sort. However they claim to NEED the banking information first to generate the DocuSign. They asked security questions lenders would not typically ask via phone. Banking information before any legal paperwork to process anything???? This is a SCAM. People need to know this and avoid their trap.

  

  Business Response

  Date: 06/18/2024

  Hi, please understand, I did not suggest any DocuSign was sent. What I said was that the banking information is required by the system in order to generate the DocuSign agreement. The reason the agreement could not be shared is because the representative was unable to generate the agreement without banking information. We are most assuredly not a scam. This is a straightforward system limitation. We again offer our apologies for no being able to meet your expectations, but our representatives are unable to generate agreements without all of the requisite information.

  Customer Answer

  Date: 06/21/2024

  This is a scam to obtain peoples personal information including banking account info, social security number and more. This business is not a real business, it is fake and very harmful. They collect information, send fake email templates with inconsistencies including logos from their previous scam. It should be shut down immediately.

• Initial Complaint

  Date:05/06/2024

  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 received a mailer from Rocketship Financial purporting that I was pre-approved for a debt-consolidation loan at a very low-interest rate. Upon conversation with the representative, ****, who collected PII including my social security number, I was quickly told that I do not qualify for debt-consolidation and instead they attempted to ask me for funds to assist in debt-negotiation. My concerns are the following--Misuse of my PII (including social security number) in the furtherance of fraud, in the event they utilize my PII, resell it, or pass it on to fraudulent individuals -Fraudulent advertising, wherein the company never intended to provide me with debt-consolidation instead intended to sell me debt-negotiation services for a fee ************ will similarly target other individuals, have them disclose their PII, without providing them the advertised services.************ does not have access to sufficient funding sources to provide the advertised services ************ does not have adequate data security practices to safeguard my PII

  

  Business Response

  Date: 05/14/2024

  Hi *****,

  Thank you for bringing this matter to our attention. We sincerely apologize for any distress or inconvenience caused by your recent experience with Rocketship Financial. Your concerns are very important to us, and we take them seriously.

  Firstly, regarding the collection and use of your personal information, including your social security number, please be assured that we follow strict protocols to ensure that all personal data is handled securely and in compliance with all relevant privacy laws. We do not sell or misuse customer information, and we are committed to safeguarding your privacy.
  

  Secondly, we are sorry to hear that there was a misunderstanding regarding the services we offer. Our intention is to provide clear and accurate information about products or services that we offer that *** be of value to our clients. We apologize if our communication led to any confusion.

  Lastly, regarding our data security practices, we use advanced security measures to protect all customer information from unauthorized access, including, for example, IP whitelisting, encryption at-rest and in-transit, virtual secure browsers, and more. We continually update and review our security practices to protect against potential threats.
  

  We appreciate your feedback and the opportunity to address your concerns. If you have any further questions or need additional assistance, please do not hesitate to contact our customer service department directly at ***************************************************.
  

  Thank you for your understanding and feedback.

• Initial Complaint

  Date:05/06/2024

  Type:Delivery 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.

  Received attached letter for a personal loan. Company called to complete application stating that it would not effect credit, get all of my information then tried to talk me into a debt consolidation program. They do not even do personal loans as advertised.

  

  Business Response

  Date: 05/14/2024

  Hi ********,

  We have received your complaint and are sorry you feel dissatisfied with our services.

  We do, in fact, do personal loans. Debt consolidation, as you indicated, is one type of personal loan available to our customers, among others.

  Reach out to us any time at *************************************************** if we can be of assistance to you, whether that being getting you a debt consolidation loan or another type of personal loan.

  Thank you for your feedback and your understanding.

• Initial Complaint

  Date:02/21/2024

  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.

  There is an unauthorized credit inquiry on my credit report. Its fraud and i am requesting to be removed.

  

  Business Response

  Date: 02/22/2024

  Hi,

  We only conduct soft inquiries upon verbal consent from each client. Soft inquiries do not show to the public or other creditors and do not impact your credit score.

  We would be happy to add you to our "Do Not Solicit" list to ensure you do not receive additional mailers. In order to do that, we would need your full name and street address.

  Thank you

• Initial Complaint

  Date:11/28/2023

  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 am a ** disabled Veteran. This is a predator lender with prescreen "pre-qualified". They send you a letter stating they can give an unsecured loan for your current debt at discounted rate of interest. After you contact them they act like they are doing as the letter states. They then return to you stating they have no one who will underwrite you. "Even with excellent credit" they try to sell you on debt consolidation loan, and/or another type of loan. Do not use this service, and regrettably they make themselves appear like "Rocket Mortgage" whom I thought it was. I sadly posted a negative BBB to Rocket Mortgage thinking it was them. After investigation we found out it is this company. False Advertisement I believe is a crime. I next will be contacting my AG for my state to report. The letter states specifically they can provide an exact service, and they cannot. Be careful!

  

  Business Response

  Date: 11/29/2023

  Dear ****************:

  I am sorry you did not have the experience you wanted with our company. However, I want to be absolutely clear that we are not Rocket Mortgage, we have no relationship to them whatsoever, and we are not and never have attempted to present ourselves as so. Rocketship Financial is a completely different name than Rocket Mortgage. We also offer totally different products. We offer personal loans, while Rocket Mortgage does not; and Rocket Mortgage offers mortgages, while we do not.

  Additionally, upon not qualifying for the financing you were seeking, our representative may have offered an alternative product or service that he or she believed may be useful to you. Our representatives take a consultative approach to each client they deal with to understand the client's situation and determine if we may have a product or service that would be beneficial for them.

  We would be happy to discuss anything further with you. Feel free to reach out directly at ***************************************************.

  Best wishes

• Initial Complaint

  Date:11/07/2023

  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 called for assistance in considering a debt consolidation loan. I provided personal info including social security number. After I provided all this info the agent suddenly ended the conversation saying one of his superiors Would call me back in in 5 minutes. I received no call and am deeply worried my personal info has been gathered for fraudulent use. I called based on a letter they sent to me. I can send a copy if needed.

  

  Business Response

  Date: 11/07/2023

  Dear Mr. *******,

  We apologize for the lack of prompt response from the representative assigned to your case. We have since raised the issue with him and I understand he was able to successfully make contact with you. You were not interested in any products from us and requested we remove your information and do not further solicit, and we will honor both requests.

  Again, you have our sincere apologies that our representative did not respond to you in a timely manner and we will conduct further training.

  Thank you