ComplaintsforRocket Money Inc

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rocket money charged my account when i don't have a subscription and don't have an account with them so its alarming that they took money from me without a relationship with them. I am unsure how they got my information but its concerning.

  Business response

  07/10/2023

  Sorry about that *****, 
  
  We are seeing that you signed up with us back on Jun 29th, 2021. This likely means you signed up with us back when we were named Truebill. We renamed ourselves to Rocket Money late last year, and you may have missed that update. Did you perhaps register for Truebill back in 2021 and delete the app off your device? I am afraid simply removing our app from your phone does not delete your account with us!
  
  Regardless, we've gone ahead and ensured we canceled your Premium membership. A full refund will also be processed for your recent $36 membership charge. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays.
  
  You should see no further charges from Rocket Money, but if you see any new charges, please reach out to us directly at [email protected] and we will be happy to get that refunded for you. 
  
  Thank you!
  
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yesterday morning there was fraudulent use of my **** credit card ending in ****, in the amount of $7.00. The suspect, I believe is *****************, of Chelsea, MI, did this. I did not give anyone authorization to use my cc to pay for his Rocket Money premium account. I do not have an account with Rocket Money! Please refund my cc back in the amount of $7.00 immediately and seek to incarcerate the suspect. I have tried corresponding with your cs dept., but they are not very smart, and I've requested not to be contacted by them anymore (namely ****, he's not very bright at all.) I have requested a supervisor contact ne multiple times, but none has. Please contact me upon receipt of this complaint immediately, today. **************.Refund my cc ending in **** in the amount of $7.00, immediately before you call me. The charge was made yesterday morning about/approx. 7:AM Oregon time. Thank you for your prompt attention to this matter!*****************************

  Business response

  07/10/2023

  Sorry for any trouble here ********,
  
  We've already gone ahead and ensured we cancelled this Premium membership. A full refund will also be processed to your original payment method. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays.
  
  Regarding the individual who subscribed using your card, we highly recommend you work with your bank directly to prevent any further usage of that card. Your bank will be better equipped to assist you with this matter. 
  
  Apologies again, and have a pleasant rest of your day!
  
  

  Customer response

  07/11/2023

  [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, and the company has refunded my money. When I saw the charge, I immediately canceled the card. The ******** fraud did access another CC of mine attempting 3 transactions on that one, so I was forced to cancel that one too. Thanks for the quick refund, but please go after ******************

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

  
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An annual subscription was billed to me for $48 without any sort of notification or email informing me that my service/account with Rocket Money was changing. It was also not reflected in the spending report which shows all other expenses that take place from my checking account

  Business response

  07/10/2023

  Sorry about that ***, you may have signed up for our 7 day Premium trial and that renewed before you were able to cancel! 
  
  We've gone ahead and ensured we cancelled your Premium membership. A full refund will also be processed for your recent $48 charge. You'll receive your money back in 5-10 business days. Please note, this excludes weekends and federal holidays.
  
  You should see no further charges from Rocket Money, but if you see any new charges, please reach out to us directly at [email protected] and we will be happy to get that refunded for you. Thank you!

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pay a premium membership to Rocket Money and one of the benefits is that they will cancel unwanted subscriptions or negotiate savings. I asked them to assist with negotiaing savings on my ************ renewal for which I paid $66.27 last year. They sent me an email and said they had saved me $189.36 and were charging me $94.68 (50% of the savings). They "negotiated" a $7.27/month rate = $87.24 annualized. This is 1) not a savings over the prior year and 2) is what they offer to every current customer upon renewal. (per **** at ****** customer service **************.) The $189.36 price is what they charge new customers or increase existing customers to if they don't call to renew. I have tried to settle this with Rocket Money's "negotiation team" (*****/******* and they will not reply.) You can not speak to someone they only email and text via their "app". They have withdrawn the$94.68 from my **************** account. I want it returned. I appreciate your help.

  Business response

  07/10/2023

  Sorry to hear this ***! 
  
  I see you reached out to us and our negotiation representative ******** responded to your most recent inquiry on July 3rd, 2023 but received no followup. I will attach their response below for your reference:  
  
  Thank you for reaching out and letting us know! Do you have a confirmation email or screenshot of your negotiation with them? Per our terms of service, if you'd like to attempt to negotiate your own bill, you must cancel your request prior to Rocket Money completing the requested negotiation or you will be held responsible for all associated fees.
  However, I can go ahead and make a one time exception to waive the negotiation fees if you can provide the confirmation email for the discount you negotiated on your own prior to Rocket Money's negotiation.
  
  If you required further assistance with that negotiation, please reach out to us again via that chat or by another email at [email protected] and we will be glad to work through this with you. 
  
  Thank you!
  
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $48 for a Rocket Money Premium subscription but neither me nor my wife signed up for this. And no, it's not a renewal for something we forgot about - we did not sign up for this.

  Business response

  06/27/2023

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

  I see that our support agent, *******, already canceled this Premium membership on June 22nd, 2023. You should have already received your full refund to your original payment method. 
  
  If you see any new charges, please reach out to us at [email protected], and we will be happy to get that refunded for you. Thank you.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Rocket Mortgage entered a negotiation for my Cable TV bill with ********. They then claimed they had reduced my bill by $287.28 over a 12 month period. Per our agreement they would charge my credit card $114.91 as payment for service. Unfortunately they did not actually negotiate a better price, but in fact just cancelled a bunch of services which made it appear my bill had been reduced. They are supposed to charge my card tomorrow (June 13). I want them either to not charge my card or refund immediately. I also would like to cancel the service. I have sent numerous emails and attempted to contact them via chat. They offer no actual phone assistance (Which is a travesty), just want to get out of this nightmare.

  Business response

  06/22/2023

  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 June 16th, 2023 and provided a full refund for the fee you were charged and ensured your lost services were restored. So sorry for any delays in response and we hope you have 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.
  

  
  

  Customer response

  06/30/2023

  [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:
  During the 4 days it took to get a response from this business I was without services for that period. I find the fact that they have no way to instantly contact their service disturbing. Having said that: 
  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

  06/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Rocket money did a bill negotiation for me with *******. In the process they changed my ********* service and I had to change it back. I asked for the bill negotiation to be refunded because of this. Rocket money took over 3 weeks to respond to my customer support request and refused to refund. I provided proof with an old bill and new bill and they finally admitted wrong but because I had opened a dispute with my financial institution they refused to refund the charge. I closed the dispute with my bank and its been 2 weeks and Rocket money still refuses to make it right. Now, they've charged me again on the same account for the exact same amount. So I have two charges from them for the exact same amount and they will not refund even after admitting they made a mistake.

  Business response

  06/22/2023

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

  I see that our Negotiations specialist, *********, responded to your inquiry on June 22nd, 2023 and provided a full refund via PayPal for the fee you were charged. So sorry for any delays in response and we hope you receive your refund in full shortly!

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

  
  

  Customer response

  06/29/2023

  [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

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am being charged $48 for a membership I do not have. I did not sign up with Rocket money. My email isn’t linked to rocket money. I have been charged two times. I was not even aware that they were withdrawing from my bank account. Emails are not answered and there is no customer support.

  Business response

  06/12/2023

  Sorry to hear about the trouble *****, 

  I see one of our support agents, *******, was able to locate the account in question that was charged and ensured the subscription was cancelled. You should see no further charges from Rocket Money going forward. 

  If you have any further issues or questions regarding Rocket Money, please reach out to our support team via the in app chat or by sending us an email once more. 

  Thank you! 

• Initial Complaint

  05/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rocket Money claims to have negotiated my ****** ** bill from $10.02 monthly to $29.81 monthly. They claim they are owed $109.26 for such an achievement. I negotiated my monthly bill down to $10.81. Much better than the clam dips at RM. They now claim to be sending an invoice. My bank agreed this was a case of fraud. I will file a lawsuit locally if 1 point and or derogatory statement appears on my credit report. They claim I can never leave RM. *** has received many similar complaints in the past. Can you shut these crooks down?

  Business response

  05/31/2023

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

  Thankfully I see one of our support reps has already gone ahead and waived those fees then deleted your account. You should see no charges from Rocket Money going forward.

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

  Thank you!

  Customer response

  06/06/2023

  [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

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rocket Money was supposed to negotiate lowering my monthly phone bill. They charged me $36 for "lowering" my bill. They did not lower the actual bill it was lower for one months statement because I did not have roaming charges that month. They took $36 from my account and provided no services. They're giving me the run around about and refund and offer no real customer service. They don't even have a phone number.

  Business response

  05/31/2023

  Hi *******, thanks for reaching out to us. So sorry for the trouble here!

  I see that you have deleted your account linked to the email you shared. Unfortunately I am unable to locate any of your prior messages to our Negotiations team as a result.

  We will gladly look into waiving any 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 open a new chat in our app or send an email to us at [email protected] and we'll get right on this!
  

  
  

  Customer response

  06/06/2023

  [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: ********
  
  My bill has not changed. The only change is no roaming charges. I have received no discounts. I need a refund of $36.00.
  
  Regards,
  
  *****************************
  

  Business response

  06/12/2023

  Again, very sorry for the trouble here! 
  
  We will gladly look into waiving/refunding any fees if you provide a screenshot to our negotiations support team 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 start a new chat in our app or send an email to us at [email protected] and we'll get right on this!

*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. ↩