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:07/10/2025

  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.

  I signed up for Rocket Moneys bill negotiation service under the impression that they would help reduce my ******* bill. Instead, Rocket Money claimed that my bill would have increased by $47/month and that they negotiated it down by $47/monthdespite there being no actual increase in my bill or service changes. This misleading tactic made it seem like I owed them a 35% success fee based on a fictional savings, even though I did not save any money.Furthermore, I attempted to delete my Rocket Money account and stop future charges. However, I was prevented from closing the account due to an alleged unpaid balance based on this invalid charge. I have not received any actual benefit from the service and have not authorized any final charge.This situation feels predatory: I am being billed for savings that never occurred and am unable to opt out without paying a fee for a service I never received.Desired Resolution:1.I want Rocket Money to cancel any pending charges associated with this negotiation.2.I want my account to be closed and my data removed from their systems.3.I want written confirmation that I will not be charged now or in the future.

  Business Response

  Date: 07/11/2025

  Hi there, 

  Our team took a closer look into this for you and found that, when we spoke with ******** they informed us that the current rate was due to a promotional discount. That promotional discount was going to expire in the next billing cycle and your rate would increase to $103.05 per month from it's current promotional rate of $53.70. The attached document from your ******* statement shows the expiration date of August 1st.
  
  Our negotiation team was able to add a new promotion that prevented the price increase and reduced the billing rate to $56.05. Service providers, like ******** will negotiate a new rate based on the rate for service when the savings will take effect. If you have a promotion that is expiring within 1-2 billing cycles of the negotiation, the new negotiated rate is applied based on the increased rate for service.

  As a courtesy, we've waived the fees for this negotiation and you will not be charged for it. 
  
  

  Customer Answer

  Date: 07/11/2025

  [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:06/23/2025

  Type:Customer Service 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.

  Rocket Money negotiated a deal to have my Spectrum bill go from ***** to 55. To save $4 a month, Rocket Money wants to collect ******. I did not approve the negotiation and I simply cannot afford that payment. I tried to contact them but there is not number provided. The only options are talking to AI or emailing them. I emailed on June 16 and did not receive a response for 3 days. The response said that the bill was already negotiated and they could not do anything about it. They have not charged me yet and my Spectrum bill is still *****. The email stated that charges would be adjusted for the next billing cycle and they will start charging me on June 27th. I would like to have the negotiation removed.

  Business Response

  Date: 06/24/2025

  Hi there, thanks for reaching out about us!
  
  Our team took a closer look here to see what happened with this negotiation. It looks like your promotional rate of $59.99 was set to expire on July 5th, 2025. Your rate was increasing to the non-promotional rate of $97.99 for your ******** services. Our team negotiated the rate down to $55.

  If you have a promotion that is expiring within 1-2 billing cycles of the negotiation, the new negotiated rate is applied based on the increased rate for service. Our team sent additional information directly to you showing this information. As a courtesy, we've waived the fees for this negotiation and will be no charges assessed to your account.

  If you have any other questions, please feel free to contact us at *****************************************************************

  
  

  Customer Answer

  Date: 06/24/2025

  [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,
  
  Kryssal *****
  
  

• Initial Complaint

  Date:06/12/2025

  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 never gave rocket money permission to negotiate my xm radio account. I could of called Sirius xm to lower my bill like all the previous times before. It was only one month Sirius xm charged full price, that again, could of been dealt with, with one phone call.

  Business Response

  Date: 06/17/2025

  Hi ****,

  The negotiation on your Sirius XM account was completed because you have automatic Bill ************ turned on in the app for your service. When this is on, we'll help keep your bill low by periodically attempting to renegotiate your bill to see what new discounts, promotions or credits can be applied. 

  Our team has reached out to you to answer any additional questions. As a courtesy, we've refunded the $42.94 charge on your account. You're satisfaction is our top priority.

• Initial Complaint

  Date:06/02/2025

  Type:Product 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.

  Subject: Urgent Legal Notice Unauthorized Charges and Immediate Refund Request To Whom It May Concern,I am writing to formally notify you that my bank account has been charged $6 per month, totaling $36 over the past six months, without my knowledge or consent. These transactions were made without my authorization, and despite multiple attempts to contact your company for clarification and cancellation, I have received no response. Your customer service system appears to be automated and unresponsive, which has made it impossible to resolve this matter through regular channels.I have never agreed to or authorized any recurring payments from your company. Accordingly, I consider these charges to be unauthorized and ************* of today, I have submitted a formal dispute with my financial institution and reported this matter as fraud. I am also prepared to pursue further legal action, including but not limited to filing a complaint with the ************************ (***), the ************************************ (****), and the Office of the Attorney General, should this matter not be resolved immediately.I hereby demand the immediate cancellation of any account, service, or subscription associated with my name, email, or payment information, and a full refund in the amount of $36 for the unauthorized charges made to my account.Please consider this a formal demand for action. If I do not receive a response and resolution within five (5) business days, I will proceed with legal escalation without further notice.Sincerely,****** *******

  Business Response

  Date: 06/09/2025

  Hi there, thanks for reaching out to us about this! 

  Rocket Money can be used with either a free or a paid membership. The paid membership is offered on a sliding scale of $6-$12 per month.  The $6/month option was selected for this account on January 22nd,, 2025. 

  Our customer support team responded on June 2nd to the message that you sent on that same day asking for the membership to be cancelled and for a refund. As requested, the support team has refunded all five $6 charges for a total of $30. 

  If you have any additional questions, please don't hesitate to reach out to us at *********************************** Thanks! 

  Customer Answer

  Date: 06/09/2025

  [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,
  
  ****** Casarin ******
  
  

• Initial Complaint

  Date:05/29/2025

  Type:Customer Service 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.

  This business does not have a customer service number. They are charging me every month for services. I have not used.

  Business Response

  Date: 05/30/2025

  Hi there, thanks for reaching out to us about this!

  Rocket Money offers an optional Premium membership that enables access to all of our features. We use a "pay what you think is fair" sliding scale from $6 to $12/month. We're seeing that the $10/month option was selected on your account. This membership can be cancelled at any time either in the mobile app, website, or by contacting our customer support team. 

  I've gone ahead and cancelled your Premium membership and issued a $60 refund for the last 6 months, which is the furthest back our billing system allows us to go. 
  

  If you have any other questions, please feel free to reach out to our team either via the in-app chat or by emailing ************************************************************

  Customer Answer

  Date: 05/30/2025

  [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:05/23/2025

  Type:Product 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.

  On 5/22/2025 I received an email from Rocket Money entitled "?? Negotiation Success - We saved you $156.00 on your Spectrum bill!".In doing so they announced that I would be charged a fee of $62.40 - 40% of the asserted savings. In rapid order I received emails from Spectrum saying that they had applied my changes and were sending me a WiFi router.1) I did not request they undertake this activity.2) I do not need a WiFi router.3) ************* they quote do not match information I received from Spectrum.The Rocket Money customer **** were unreachable as they were in some kind of offsite meeting.I contacted Spectrum (I have a transcript of the chat) and they confirmed that they had processed the changes, and that it would result in a net savings of $3.00 per month, or $36.00, not the $156 claimed by Rocket Money, and that the changes had resulted in my internet speed being reduced by 100 mps.Rocket Money **** are still unreachable. Spectrum sent the router by ***** and it is expected to arrive today. It is not clear that I will be able to undo the damage to my Spectrum account as my rates were grandfathered.

  Customer Answer

  Date: 05/24/2025

  I have an update regarding the unauthorized changes to my Spectrum Account.

  I tried again today to reach someone at Rocket Money to address the problem but they were not responding to chat requests. I then contacted ******** and they agreed to cancel the changes, and sent me a confirmation email regarding the same. I do not know at this time whether there will be any kind of charge levied for all of this activity.

  I still note that the "savings" quoted by Rocket Money was wildly inaccurate, and I want them to cancel the bill negotiation fee they announced in their email, and which I noted in my original complaint.

  Thank you for your assistance.

  ****** J ****

  Business Response

  Date: 05/28/2025

  Hi there, thanks for reaching out to us about that bill negotiation with Spectrum! Bill negotiations are an optional feature and we'll only contact bill providers that you've requested we negotiate with on your behalf. 
  
  During our bill negotiation with Spectrum, we were informed that the rate on your account of $54/month was due to a promotion. This was set to expire on May 31st, 2025 and your rate was set to increase to $64.25 monthly.
  
  Our team was able to apply a new promotion that reduced your rate to $51.25/month. The new modem was sent as part of the promotion and is free of charge. You can return the modem if you choose not to keep it.

  As a courtesy, we've refunded the $62.40 amount that you were charged as part of the agreed upon savings rate of 40% of the total annual savings.

  Customer Answer

  Date: 05/28/2025

  [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:05/21/2025

  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.

  My funds are in *****. I had a rocket money savings goal where rocket money took out small, random increments from my checking account. That ***** checking account was closed. I tried to get my money back and it apparently can only go back to the account the ********************** was originally taken from. That account is closed. I have tried using their AI chat and tools, I have asked for a live agent, and I have emailed the company three times now. I am currently on hold with a live agent that is supposed to transfer me to the correct department for my concern. It has been over an hour, and the "live agent" has yet to respond to any of my inquiries. I would appreciate assistance. I am now very mistrustful of this company. It is only $383 but I am still worried.

  Business Response

  Date: 05/27/2025

  Hi there, thanks for reaching out about your Rocket Money Financial Goal. 

  Our customer support team responded on May 23rd outlining the verification process that our partner bank requires in order to ensure that the funds from your Financial Goal are being sent to a checking account that you own. We see that our team hasn't received the required documents yet to move forward with this process. You can send the documents directly to *******************************************************************************************************************************************. 
  
  As a refresher, here are the required documents:

  We'll need you to submit a bank confirmation letter that contains the following information about the new checking account that youd like to use:
  Your Full Name
  Bank Name
  Full Account Number
  Full Routing Number
  Account Type
  
  You should be able to call your bank and request this document.
  
  If you're unable to get a confirmation letter please send either:
  a direct deposit form,
  bank statement, or
  voided check.
  

• Initial Complaint

  Date:05/19/2025

  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 have been a l Customer of ********************** for at least a year they have taken my money basically for nothing because they make me cancel most subscriptions ie 2checkout the number provided by Rocket Money isnt in service , i tried to do it on line and

  Business Response

  Date: 05/27/2025

  Hi there, thanks for reaching out to us about using Rocket Money to cancel your 2Checkout subscription!
  
  We do our best to cancel subscriptions for our customers, however some companies require that the customer reach out to them directly. In those cases, we'll provide contact information for the business so that you can cancel the subscription on your own. 

  The phone number for 2Checkout that we displayed was ************** and we confirmed as of Tuesday, May 27th, that that number was active. We would recommend giving them a call on that number to cancel your subscription with them. 

  If you have any other questions or need help navigating this process, please feel free to contact our team at ******************************************************************

• Initial Complaint

  Date:05/15/2025

  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 was charged a significant "bill negotiation" fee by Rocket Money (Truebill) after I had already canceled my Premium subscription. I had previously authorized a bill negotiation service months ago, but I believe the company already took a fee for the savings at that time. This new charge happened after cancellation and was much higher than expected. I did not approve it nor receive a clear notice.Rocket later told me that bill negotiations must be canceled separately from Premium but this wasnt clearly stated when I canceled, and I received no alert before the charge hit my bank account.I reached out via their support and have not received a helpful response. I also filed a dispute with my bank.I would like a full refund and confirmation that no future charges will be made without my approval. I want a full refund and assurance that no future unauthorized withdrawals will occur.

  Business Response

  Date: 05/16/2025

  Hi there, thanks for reaching out about that! 
  
  Our team responded on may 14th to you clarifying that this bill was negotiated because the "re-negotiation" feature was enabled on your account. When this setting is turned on, we'll contact your bill provider once your initial savings expire to see if we can negotiate a better rate. Our team included instructions on how to turn off "re-negotiation". They also clarified that the Rocket Money Premium membership and bill negotiations are separate services. 

  As requested, we have issued a $75.60 refund, which you should see in your bank within 5-10 business days, per standard processing times. 

  If you have any other questions, please feel free to reach out to us at *****************************************************************

  Customer Answer

  Date: 05/20/2025

  [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: 23333767
  
  Im rejecting this response because while I did receive the refund (which I appreciate), Rocket Money continues to ignore the real issue: the misleading structure of its services.

  
  

  Canceling a paid subscription should reasonably cancel all connected services. Having separate billing features buried under different menus and charging users for those even after canceling Premium is confusing and feels deceptive. There were no clear or obvious warnings about automatic re-negotiation charges continuing after cancellation.

  
  

  I hope Rocket Money reconsiders how they communicate and structure these services to avoid more customers getting caught off guard.
  
  Regards,
  
  ******* ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/11/2025

  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 signed up for rocket money after seeing theirs ads and thought it could be helpful, in which it was. Until the week after i started getting emails then phone calls then texts non stop from different people trying to scam me in different ways. I am very secure with all of my personal data and have never had any issues until now. Rocket money has undeniably sold my data to data brokers. This will end up costing me time and money because i will need to change my phone number and get a new email because of this non stop scam attempts. I believe some form of compensation is at hand.

  Business Response

  Date: 05/16/2025

  Hi there, thanks for reaching out to us about this! 
  
  We take security very seriously and use the most up to date standards in the industry, which you can find an overview of here: ***********************************************. Our privacy policy also explains our approach to storing and selling data: **************************************************************

  We do have several companies that we partner with to provide additional financial support, such as potentially lowering your car insurance or utilities bills. When accepting offers from these companies, you give them permission to contact you directly. Upon reviewing your account, we did not see that you interacted with any of our partners. 

  The phone numbers that were attached are not connected to Rocket Money or to our partnership companies. 

  If you have any additional phone numbers or emails that have you contacted you, please feel free to contact ********************************** via email with that information so that we can take a closer look and see if they are from one of our partners. Thank you!