ComplaintsforRocket Money Inc

• 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!

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: 08/07/2023 Charged: $32.40 The business committed to negotiate lower ******* bill per month. My dispute is that Rocket told me to hold on while they negotiated a lower monthly bill, but what occurred was that they allowed my previous 1-year contract to expire and simply re-signed another standard 1-year contract, while claiming they negotiated an $18 savings per month on my new contract. My ******* bill states that an $18 service contract discount was applied, which is automatically applied to every new set term contract; the $18 claimed to be the negotiated savings by Rocket wasnt actually negotiated, it was automatically applied by *******. Also, their allowing the previous contract to expire caused an increased ******* bill for the month of July. Now, Rocket is attempting to charge me 30% of the yearly savings of $216 which is $64.80. I attempted to reach out to them using their chat feature and was not responded to. I responded to their initial email, informing me of the successful negotiations on 08/03/23, stating that I disagree with the claim that they negotiated anything and that I would like to speak with them to clarify the situation and have not had any response back. I responded again to a followup email from Rocket asking if I was satisfied with their service, stating that I was not and have yet to hear back. Rocket has not attempted to resolve the dispute or respond with any constructive resolution.

  Customer response

  08/10/2023

  I was messaged by TrueBill stating that I will be refunded the amount of $64.80 within 5-10 business days.

  Business response

  08/15/2023

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

  Thankfully I see one of our support reps has already gone ahead and waived and refunded the fees collected for that negotiation. You should see no further charges from Rocket Money regarding this negotiation going forward.

  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. 

  Thank you!

  Customer response

  08/17/2023

  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. The company did indeed refund the disputed amount.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A few weeks ago I subscribed without knowing that I was going to be charged for the rocket money services. I have been trying for several days to get in touch with the company but cannot find a valid phone number and my email has not been returned. I want to cancel the service and I don't want any more communication from this company. My email address is ***************** and I would like to hear from someone who is somewhat responsible that I have no longer to be concerned about money taken out of my account without my permission.

  Business response

  08/15/2023

  Hi ******, I'm happy to look into this. 

  I see that we already canceled your Premium account on August 8th. You should receive a refund to your original payment method within the next few business days if you haven't 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. 

  Customer response

  08/16/2023

  [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

  08/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got a charge from rocket money on 8/7/2023 and I canceled my subscription in December on 2022 I was charged $48 when I had already canceled my subscription can I please get that put back into my account and cancel my account if its not already

  Business response

  08/15/2023

  Hi *******, I'm happy to look into this

  I see that we already canceled your Premium account on August 8th. You should receive your full refund to your original payment method within the next few business days if you haven't 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

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rocket money took money from my checking account even I dont use their services.

  Business response

  07/26/2023

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

  I see that we already canceled your Premium account, issued a refund, and deleted your information from our system. You should received your $36 refund to your original payment method within the next 3-5 business days. 
  
  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

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They renewed my internet contract for an entire year without permission claiming it was a "bill negotiation". I had no plans to renew my contract with this company for another year, I found a place that has cheaper internet for half the price, I was merely waiting for my existing contract to run out.Furthermore, my bill did not go down, it is the same price everyone gets, and I have the exact same plan I had before, however they claimed they saved me $276 over the next year and that I owed them $82. The customer support is rude, does not answer questions related to the topic and they refuse to remove the bill despite not having permission to renew my contract and additionally refuse to delete my account.

  Business response

  07/20/2023

  Very sorry to hear about the situation here ******, 

  I see our Negotiations specialist, ********, has followed up with you a few times breaking down this negotiation as well as sharing our terms and conditions. If you were planning on cancelling your plan with the provider outright, our team will gladly issue a refund or waive any fees for the adjustments made. We would simply need you to submit your confirmation of cancellation from the service provider to our Negotiation team, once they have that they can see about refunds or waiving your fees. 

  If you have any further questions or issue regarding this process, feel free to follow up with the chat you already have open with ******** or by sending an email to [email protected]

  Thank you, and hope you have a pleasant day! 

  Customer response

  07/24/2023

  [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:

  The amount they claim to have saved me is fraudulent.    When I agreed to negotiations 11 months ago, my bill was $52 a month.  They however are trying to claim that my bill was over $70 a month and that they saved me over $250 dollars, of which I owe them 30%.  Not based on what my bill actually is or was, but based on what they claim my future bill would have been.  However, my bill only went down a few dollars per month, and is just what Frontiers promotional price is.  My bill never increased, and I would have just gotten the promotional deal if it had.  But I did not because my existing contract has still not expired, they just signed a new contract for me before my old one was even over, they did not negotiate a better rate.

  If they were actually doing what they claim they are doing, I'd not have an issue with them and would be thankful for the service.   Instead, it's just an $80 bill for services that weren't actually rendered.  It would have be nice if they actually saved me over $250, but instead it's really just them trying to charge me $80.
  

  They also refuse to stop trying to charge my credit card, and they will not remove it from their file.   I have it locked, so their charges fail, but they still try to charge it every other day.  Just another sign of a company that rips people off and knows it.
  
  Regards,
  
  ***********************
  

  Business response

  08/01/2023

  Apologies for any miscommunication ******,
  
  I see on of our representatives has gone ahead and waved those fees then deleted your account with us completely. Any and all personal info held in our system has been removed. You should see no further attempts to collect for that negotiation or communication from Rocket Money. 

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

  Customer response

  08/09/2023

  [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

  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!
  
  

*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. ↩