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: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:11/08/2023

  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,
  
  ***************************
  

• Initial Complaint

  Date:10/27/2023

  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.

  Submitted information to lower my cable/internet bill. They waited until the "special rate" had reached its 12th month. Then "negotiated" to put me back on that special rate. They didn't lower my bill as advertised, the bill is the same amount I was paying when I submitted to lower my bill. Then they say they saved me $700 and want me to pay $280. There is no savings by keeping my bill the same amount. They also waited one day after the special rate expired to renegotiate to the same rate I was on. So I was charged the full amount for October. If I had known this is what they call lowering my bill I would have never submitted information to them to "lower the bill". I would have done the same thing and done it before the deadline so I wasn't charged the full rate for October. I thought they would lower my bill based on what my bill was at the time of the information sent to lower the bill. I emailed a protest but they withdrew $140 from my bank without notice of any kind. Nor have I received a response to my email. This is marked as payment 1 of 2. I didn't agree to any payment plan and I certainly didn't agree with the charges. Luckily I had enough money to cover the withdraw but just barely. Almost overdrew my account. They at least could say they were stealing the money from my account today, whether I approved or not, so I could make sure there was enough money to prevent overdraw.I think saying they have a high approval rate in lowering bills is a bit false. If all they do is keep the balance the same. How is that lowering my bill?

  Business Response

  Date: 11/20/2023

  Sorry to hear this *****, 

  We would gladly take a closer look into this for you! Unfortunately, we are unable to locate any accounts, emails, or negotiations in our system under the name and email address you have provided!  
  
  Please reach out to our Negotiations team directly by sending an email to [email protected] and we will be glad to take another look.

  Thank you!

• Initial Complaint

  Date:10/23/2023

  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 noticed an unusual charge on my bank statement, would like a refund. Ive never dealt with this company ever. Dont even know how they are taking money out of my account. Just want my refund.

  Business Response

  Date: 11/14/2023

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

  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 **@rocketmoney.com and 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:10/17/2023

  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.

  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

  Date: 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

  Date:09/26/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/19/2023

  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.

  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

  Date: 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!