Complaints

• Initial Complaint

  10/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled my the first week of August 2023 and have been getting recurring charges August, September and October. I called my bank and the charges are through multiple company names and source codes. Their customer service is a joke. Its either chat, which they ignore, and email. I used the instructions on their website and app, and obviously these didnt work.

  Business response

  11/08/2023

  Sorry to hear about the trouble here *******! 

  I see that our support agents have already gone in and ensured we canceled your Premium subscription with us. Taking a closer look, it appears you may have accidentally opened two accounts with us linked with two different emails (********************** & **************************) so while you cancelled then deleted one, the other was still active. As I shared, our support agents have ensured both of these memberships have been cancelled and a refund issued. You should have already received your refund for those three renewal charges to your original payment method. 
  
  If you see any new charges, please reach out to us, ***@rocketmoney.com, and we will be happy to get that refunded for you as well. Thank you.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a letter in the mail stating my credit card with Rocket Money has been closed due to a low credit score of ***. When I called to inquire as to the appropriate score needed to maintain an account, I received the run around. They told me to file a dispute with ********, which I did. However, they are the ones with the rule, so how is that helpful? I would simply like to know how to maintain a credit card account with them which means I need to know what score they require. I have done nothing but pay my bill on time so this is quite frustrating. Please advise.

  Business response

  10/04/2023

  Very sorry to hear about this situation ****! 

  As this was an action made by our card issuer, we would highly recommend reaching out directly to our under-writing partners with Deserve regarding that.
  
  ?If you haven't already, you can email them at [email protected] or call them at **************. For reference, their support hours are Mon Fri 6:00 AM 6:00 PM PT, and Sat 7:00 AM 12:00 PM PT.
  ?
  ?Let us know if you have any other questions regarding the Rocket Money app and we'll be happy to take another look! 

  Customer response

  10/04/2023

  [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 did reach out to the underwriting company and they are the ones giving me the run around. They told me to file a complaint which is what I have done. Is there a different name for them that I can use to report a complaint? If not, then I remain puzzled as to how reaching out to them will make a difference.
  Regards,
  
  *******************
  

  Business response

  10/11/2023

  Again, very sorry for any runaround here ****! 

  Sadly as this is an action taken by our issuing partner *******, we will need you to direct any additional inquiries to their support team for further assistance. 

  Once again for your reference, their contact details are: 
  
  Email at [email protected] or phone at *************** (Monday Friday 6:00 AM 6:00 PM PT), and (Saturday 7:00 AM 12:00 PM PT)

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Rocket money app offers to negotiate your bill based on the idea that you will agree to pay them a particular percentage of your savings. My internet bill was currently $65 (up from the original rate of $49.99). I agreed to pay 30% of the negotiated savings to Rocket Money. They said they negotiated my bill down to $60 per month. I would have gladly given them 30% of the $60 they saved me but instead they said that in 2 months ******** told them my bill was set to go up to $84.99 and so they charged me $90. I have no evidence of this fact and it seems to me that it is not in accordance with the terms of what I agreed to pay. But I have repeatedly asked them for the legal language around that agreement at which point they have stopped answering me both through email and through their customer service chat. This seems like an extremely unfair practice that invites collusion between the companies and has a total and complete lack of transparency. I am seeking a refund of $72 as I will still gladly pay them 30% of $60 they actually saved me. This is a disgusting practice and it seems to me possibly the basis for a class action law suit which is why I think they are avoiding responding to my requests.

  Business response

  09/28/2023

  Sorry to hear about the trouble here with your negotiation *******,

  Thankfully I see one of our support reps has already gone ahead and waived and refunded any fees collected. You should see no further charges from Rocket Money regarding this negotiation going forward. I also see that our rep ******** has followed up with you in a different thread and provided you a link to our terms and conditions as you requested. If you have not referenced back to that thread, you can also check that here: ***********************************************************************************************;

  If you have any further questions or issues with that negotiation or your account, please reach out to us again via chat or by sending an email to [email protected] and we will be glad to assist you as soon as possible. 

  Thank you! 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called my bank to be refunded for unauthorized charges at least 3 times. Each time they take 40 dollars out of my account randomly. I signed up for a savings account When I go to look at my savings account, I think I must have so much, but no. I think there was 5 dollars in the account and you cannot even withdraw. I have NO idea how they keep taking money because I deleted my account about 6 months ago. Its been years now of them taking unauthorized money now.

  Business response

  09/19/2023

  Hi there *****, apologies for any trouble here.
  
  It appears you may have signed up for two premium accounts linked to two different emails by mistake (**************************** & *********************) Unfortunately we are not seeing that you had cancelled or deleted either account with us. Please note that only deleting our app off your device does not cancel your account with us or end your membership.
  
  We've gone ahead and ensured we cancelled those Premium memberships for you. A refund will also be processed for your recent renewals on both accounts. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays.

  It does not appear that you opened a Smart Savings account with either of these accounts, so thankfully there are no additional funds being held.

  Please let us know if there is anything else that I can help you with by sending us a message in app or by emailing [email protected] for help! 

  Thank you

  Customer response

  09/22/2023

  [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

  09/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for a free account with the now defunct company, TrueBill. When TrueBill was acquired by Rocket Money, my bank information was apparently transferred, and Rocket Money proceeded to illegally and without my consent, use my bank information to sign me up for their premium services, with no notice or warning whatsoever. The annual charge is for $36, once last year Sept 16, 2022, and then today, Sept 1, 2023. I have never used their servicesI dont even have an account registered with them. I feel that I should be compensated in some way for their breech of my privacy.

  Business response

  09/07/2023

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

  Apologies for any confusion or concern surrounding this Premium membership, it appears you had signed up for a Premium membership trial that upgraded back on August 31st 2021 when we were named Truebill. Unfortunately, it seems you had not cancelled your account with us prior to our rebrand! So very sorry for that undue stress, but thankfully I can assure you your information has not been transferred as we are still entirely the same service and team just under a new name.
  
  I see that one of our support agents, *****, has already ensured we canceled your Premium account and issued a full refund for those past two annual membership renewals. You should receive that refund to your original payment method in the next few business days if you haven't already. 
  
  If you see any new charges, please do not hesitate to reach out to us via email to ***@rocketmoney.com, and we will be happy to get that refunded for you.

  Thank you, we hope you have a pleasant rest of your day.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found out Rocket money was charging my bank account a monthly fee for a long long time. No benefits what so ever came out of my membership. I canceled my account 5 months ago but they kept withdrawing the $3 per month. I attempted to contact them but can't via their site since my account is canceled. Phone number is a voice mail to another company. Even trying to reset password wouldn't work but they sure kept quietly collecting from my account. Slow and smooth theft $3 at a time. Rocket money I need my funds back. and clean your act. An automated cash cow with below grade service. They collected from me for 5 years.

  Business response

  09/12/2023

  Very sorry to hear this *****, 

  Checking the account linked with your email, I am seeing one of our support agents has already cancelled your subscription with us and issued a refund for the past few months. 

  If you require further assistance with your account or are having additional difficulties, please feel free to contact our support team via email to *****@rocketmoney.com.

  Thank you for your understanding, and we hope you have a pleasant rest of your day!

• Initial Complaint

  08/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I downloaded the rocket money app several months ago because it was advertised as free, then I immediately deleted the app once I realized they charge for a subscription. I never gave them my card information. Yesterday they managed to obtain my card information and charge me for a subscription I never signed up for months after I deleted their app. I had to dispute the charge through my bank to get my money back.

  Business response

  09/05/2023

  Sorry to hear this ****, 

  We were able to locate your account using the email shared here. It appears you had signed up with us back on July 6th, 2023 and shortly after downloading the app had opted into our Premium membership trial. Once that expired on the 13th our system automatically attempted to collect your renewal fee until it succeeded. Please note that if you had deleted the app off of your device within this time, that did not cancel our account with us. You need to ensure you cancel your membership with us before removing the app from your device, as your account will stay active. 

  As you have disputed this charge with your bank, your subscription with us was automatically cancelled and your funds returned. We have also gone in and ensured your account was deleted from our system for you. You should not receive any further charges from Rocket Money, but if you do see an additional charge please send us an email to ****@rocketmoeny.com and we can see about issuing you a refund. 

  Thank you and have a pleasant day! 

  Customer response

  09/08/2023

  [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 never signed up for their subscription. I deleted the app the moment I realized it wasn't free like they advertised. I never started a free trial and I never gave them my card information. They took my downloading of the app as permission to subscribe. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get around $3800 from my savings account and am being told there is not support options except email which I am hacked and trying to close all accounts for obvious reasons. I have a police report but simply need to add a new bank or get a cashiers check or similar sent to me at my new address upon moving to another state do to all of this over the last 4 months. I've been trying to use their methods of support which really don't amount to anything but following protocol I gave it a shot over the last 3 week. Still no reply since the 7th and cannot log into their app on any devices. Need to speak with someone in a position to help outside of what I assumed was typical requests. Thanks.

  Business response

  08/29/2023

  Very sorry to hear this *****, 

  I am seeing that our fraud escalation team is already taking a look into this matter for you and are currently working with you via email/chat to get you back into your account. 

  Please follow up with them via those channels for further assistance. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rocket Money has been charging me $7 a month since Jan 2022 back when they were TrueBill. I have the email from Jan 6th 2022 stating that my premium subscription was canceled and have had no emails from either rocket money or truebill since March 2022. Even the my "latest" transactions in the rocket money app are from Jan 2022....when I canceled. I demand a full refund

  Business response

  08/29/2023

  Sorry to hear that *****! 

  I am seeing that one of our agents, *******, responded to your inquiry on August 16th offering you a full refund! They are currently awaiting your followup to get that issued to you via ******. I am attaching their most recent message for your reference: 

  "I've gone ahead and cancelled your Premium membership. A [$21] refund will also be processed for your recent charges from the last 90 days. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays.
  
  Since our payment system can't go further back than 90 days, my team will need to issue your refund via PayPal. Can you confirm that you have an active PayPal account under this email address: ******************?
  ?
  If it's with a different email address than your Rocket Money one, it's super easy to add your email as a secondary to your current ****** account so you can receive that refund smoothly.
  
  How to add a secondary email address:
  Log in to your ****** account here.
  Click Profile.
  Click My personal info.
  Click Update next to Email.
  
  Please confirm that you've done that, and we can send this your way!"

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an online savings account with Rocket money app now I’m trying to withdraw the money but it not returning my funds they don’t have a phone and when I try to email I get faqs I can’t even email them

  Business response

  08/15/2023

  Hi there *****, happy to take a look into this for you.

  I see one of our support reps, ******* has been assisting you with this matter. It appears they recently reached out to you requesting some additional information for security reasons. If you could please follow up with them via email and provide the requested information/documents, we can see about getting you your funds as soon as possible.

  If you are unable to locate the email thread in question, please send us another email to ***@rocketmoney.com using the email you shared here and we can get right back on this.

  Thanks!

*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. ↩