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:12/02/2023

  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.

  Rocket Money took money out of my account without authorization

  Business Response

  Date: 12/18/2023

  Sorry to hear this *****! 

  This appears to be a fee from a successful bill negotiation you had requested. I see you reached out to us via email and our negotiation representative ******* responded to your most recent inquiry on November 30th, but received no followup. I will attach their response below for your reference:  

  "Hi *****, so sorry for any confusion, but I'll be happy to help with this.

  It looks like there was a preexisting promotion on your account that expired on November 26. We had sent you a notice on November 2 letting you know that your negotiation would be rescheduled for a date after your old promotion had expired. This is because only one discount or promotion can be applied at a time to your account.

  On November 27 we were able to apply a new promotion to your account that will replace the expired one. This will save you $47.12/mo for 12 months and will begin to be applied within 1-2 billing cycles."

  If you have any further questions or issues 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 assist you. 

  Thanks!

• Initial Complaint

  Date:11/30/2023

  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.

  I filled out application for **** signature credit card and i havent heard anything from this company for almost a month and it still stuck on a pending status and then I received email saying I was approved then all sudden it still saying the application is still pending

  Customer Answer

  Date: 12/16/2023

  They denied my credit card application you can closed the complaint 

  Business Response

  Date: 12/18/2023

  Sorry to hear this Jermmie, 

  Please note that approval for the Rocket Card is dependent on the underwriting process of our card issuing partner. This generally takes 3-5 business days, but in some case up to 30 days finalize.

  We don't have control over this timeline, however, you could contact our Card Support team to assist you with any questions you may have.
  
  You can call them at **************, Monday Friday 9 AM 9:00 PM ET, and Saturday 10:00 AM 3:00 PM ET.

  Although, I see you have already worked with our support team to cancel and delete your Rocket Money account. If you have any further issues or questions regarding the app or our services, please send us an email to [email protected]. 
  
  Thanks! 

• Initial Complaint

  Date:11/27/2023

  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 the rocket money app. I wasnt a fan so I removed all of my banking info from it. As they make it hard to cancel. When u first sign in, it asks u things like how much do I want to pay. I choose the lowest option. I wake up today with a 48 dollar charge. Ive never used the service. Never canceled one subscription or negotiated a bill. I REMOVED my card info. So how can they charge me without that? Seems suspicious.

  Business Response

  Date: 12/19/2023

  Hi ********, thanks for reaching out to us!

  I’m happy to look into this. It sounds like you may have signed up for our annual Premium subscription before removing the app from your device! We can definitely see about getting that cancelled and refunded.
  
  We are unfortunately having difficulty locating an account with Rocket Money under your name or with the email address you have provided. Please send us an email to [email protected] so we can locate your account, cancel your subscription, and see about providing a refund.  

  Please include the following details in your email: 
  - 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 the account charged (not the card)
  - amount and date of the last transaction

  Thank you.

• Initial Complaint

  Date:11/21/2023

  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 charged my credit card without my authorization. I do not even have an account with Rocket Money---they have no record of any of my email addresses. To my knowledge, I never even signed up for their services. I discovered a charge on my debit card. I have bank records showing these transactions dating back to September of 2022. I was unaware of the charges until our expenses audit this week.

  Business Response

  Date: 12/07/2023

  Hi *****, thanks for reaching out to us! I'm happy to look into this. 
  
  Sounds like you may have signed up for our Premium trial by mistake! Not to worry, I see that the team already canceled your Premium membership and issued a full refund on November 21st. You should have already received that refund to your account. 
  
  If you see any new charges, please reach out to us at [email protected] and we will be happy to take another look.

  Thank you!

  
  

• Initial Complaint

  Date:11/20/2023

  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 noticed an unauthorized charge on my account for $36.00 on 11/13/2023. I immediately reached out via email regarding this charge and the response was that my premium subscription service would be canceled. I don't want nor do I use these services so I replied requesting a refund. So far I have received no response, although the typical response time is cited as 1 business day per their email.

  Business Response

  Date: 12/06/2023

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

  I see that we canceled your Premium account and issued a refund back on November 15th. You should have already received your full refund to your original payment method. 
  
  If you see any new charges, please reach out to us, [email protected], and we will be happy to get that refunded for you.

  Thank you.

• Initial Complaint

  Date:11/10/2023

  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 am trying to withdrawal from my Rocket Money savings account and I keep receiving an error. I contacted customer service and they said I basically need to provide my first born just to get MY MONEY transferred to my already linked account. There doesn't seem to be a problem when they're pulling money from account. Only when I wasn't to withdrawl from it. What they are asking for is unreasonable and invades my privacy. Not to mention their customer service representatives are dismissive & not helpful at all. They just keep copying and pasting the same reply over and over (even after I confirmed that none of the reasons they present for this happening apply to me). Terrible company. I can't wait to cancel once I get MY MONEY back.

  Customer Answer

  Date: 11/17/2023

  Since I filled this complaint with the BBB, I've provided one thing they requested as sufficient evidence to prove there aren't any stop payments for 3rd party ACH (which is what they are claiming is the problem). I've also emailed, aside from using the in-app message option, and  I have not received a response from them in either manner. I can see they're reading my chat messages and that they've also seen the document I provided and still no response whatsoever. This feels fraudulent at this point. 

  Business Response

  Date: 12/01/2023

  Hi *****, sincerest apologies for the trouble surrounding this situation!
  
  I see the support team has been attempting to assist you with getting those funds returned. As has already been shared, I am afraid that we will need you to provide the requested personal information to assist you any further. 

  Per the policies of our banking partner, we need to verify the identity of the account holder before issuing a check. 

  If you have additional questions or issues regarding this, we would be happy to assist either through the chat you already have open or via email at [email protected].

  Thanks!

  Customer Answer

  Date: 12/01/2023

  [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've already provided documentation from my bank (per the request of the company's customer service representative stating that would be sufficient. Screenshot attached) and the company changed their mind saying it was not enough. I already don't trust this company, I refuse to give them any more personal information. They are requesting a copy of my driver's license , along with a SELFIE of me holding it. All I'm trying to do is get the money that was pulled from MY original account put back into the same account. It's my money, and I'm considering this to be theft on the company's part and shady business practices by holding my money hostage. I was also told that a check could be mailed, which I agreed to, and then was told that wasn't possible anymore without a SELFIE. How would I be able to even cash the check if I'm not who I say I am?! The account in the app is verified, along with the bank account attached to it, and none of this was necessary for them to PULL the money from my bank account into their app. Getting it back should not be this difficult. 
  
  ***********************

  Business Response

  Date: 12/14/2023

  So sorry *****, 

  As the support team has shared prior, we cannot issue those funds back until the verification process outlined by our banking partner has been completed. 

  Unfortunately this process cannot be circumvented, and the team will require that additional documentation before any further steps can be taken.

  Once again, if you have questions or issues regarding this process, the team would be happy to assist either through chat or via email at [email protected].

  Thank you
  

  
  

  Customer Answer

  Date: 12/15/2023

  [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: Another solution needs to be offered or I will sue. I'm done playing games. If they're so concerned with verification, just send me a check and my bank can verify when I cash it. This is absolutely ridiculous at this point. They don't get to keep making up rules, saying one thing and doing another. Not too mention, they blocked access to view MY MONEY last week. How is any of this okay or legal? Give me my money! 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 12/22/2023

  Apologies for the back and forth here *****,

  As has been outlined by our support team, a check cannot be issued until your identity is verified. This is per the security policy of our banking partner **** and cannot be circumvented.

  This is the standard verification process in cases like this, and will need to be completed for the distribution of funds to be approved by ****.

  Your funds can be returned to you once that verification is finalized on your end and approved by our banking partner.

  Please reach out to our support team via chat or the email shared prior and we can get started on gettin those funds returned.

  Thank you

  Customer Answer

  Date: 12/27/2023

  [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:

  And as I have stated, what you're asking for is unacceptable and unreasonable. I have provided documentation, from my bank, with their watermark, stating I am who I say I am, I don't have any ACH blocks on my account,  and you still choose to keep my money hostage. I don't trust you as it is. Why would I send you additional, unnecessary personal information?? What you have is sufficient. I am considering this to be theft on YOUR PART, and will be filing a lawsuit suit against you.

  Thank you Better Business Bureau for trying to mediate, however I'm done with this back and forth. I appreciate all of your help, but you can close this case now. My lawyers will take it from here. 

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

  Customer Answer

  Date: 12/29/2023

  I've already provided sufficient evidence from my bank showing there aren't any 3rd party ACH blocks on my account. The rocket money representative told me that was sufficient initially and then they changed their mind. NOW they're requesting a copy of my ID AND a SELFIE of me holding it. Absolutely ridiculous shady business. As I stated previously, thank you for your help but I will let my lawyers verify my identity and take it from here. 

  Customer Answer

  Date: 01/03/2024

  The answer given by the BBB for the "resolution" in regards to the complaint implies the company is not at fault. I asked for the case to be closed because the company is being unreasonable, however, my problem has still not been resolved. The response should be "Unresolved. Business unwilling to cooperate with the consumer". Not that i didn't respond or was unwilling. How about them being unwilling and unreasonable? I thought the BBB was supposed to help the consumer against  shady, unreasonable and unethical business practices. ??. Again, I do thank you for trying to help, but closing the case with a response that seems like I'm the problem is not of any help at all. 

• Initial Complaint

  Date:11/08/2023

  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 canceled my membership to rocket money on January 26th 2023 and they are still billing me. 

  Business Response

  Date: 11/20/2023

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

  So sorry to hear about the difficulty with this situation! I see one of our support agents, ****, followed up with you previously on November 9th requesting additional info to locate this charge but received no response.

  Please reach out to us once more by either responding to that chat or by sending an email to ****@rocketmoney.com,  and we will be happy to locate that charge and get it refunded for you.

  Thanks!

• Initial Complaint

  Date:10/30/2023

  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 10-2-23 Rocket Money automatically charged me $60 for a one year subscription to Rocket Money. I did not sign up for a subscription. I downloaded the app and was in the process of evaluating it. In fact I like what I saw. However, I do not like automatic subscriptions. I like to retain the option to renew or not. In this case I immediately contacted Rocket Money and canceled. The confirmed I would be canceled for a year from now. So next October 2024 my cancelation would go into effect. I changed my bank setting so they could not automatically sync with the bank and have not used it. As I said I really was starting to like it but this action on their part made me really afraid of their underhanded practices. First by charging my account and then by a year from now cancelation. They are doing the opposite of building trust and are building fear that they are a shoddy segment of their company. .

  Business Response

  Date: 11/14/2023

  Sorry to hear that ****, looks like you opted into our 7 day free premium trial and once that expired you were upgraded to our $60/year plan.
  
  Not to worry, I've gone ahead and ensured we cancelled your Premium membership. A $60 refund will also be processed for that recent upgrade 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 to delete your account completely if you'd like.
  ?
  ?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 ??

• Initial Complaint

  Date:10/30/2023

  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 have no idea what rocket money is I don't even have the app and I'm in the hospital at 2:22am $60 was removed from my card. That is my light bill money and I'm widower sick in the hospital. I'm dumb founded here!!

  Business Response

  Date: 11/14/2023

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

  I see that we already canceled your Premium membership with email address ******************************** and issued a refund. You should have already received your $60 refund to your original payment method already. 
  
  If you see any new charges, please reach out to us, ***@rocketmoney.com, and we will be happy to get that refunded for you.

  Thank you! 

• Initial Complaint

  Date:10/27/2023

  Type:Billing 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.

  Charged me $48 for "premium" membership when I did not purchase that.

  Business Response

  Date: 11/14/2023

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

  I see that we already canceled your Premium account with email address ************************* and deleted your account. You should have already received your $48 refund to your original payment method as well. 
  
  If you see any new charges, please reach out to us, [email protected], and we will be happy to get that refunded for you. Thank you. 
  

  
  

  Customer Answer

  Date: 11/14/2023

  [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,
  
  ***************************