Bill Negotiations FAQ

A quick guide to bill negotiations and answers to common questions.

Charlotte avatar
Written by Charlotte
Updated over a week ago

Now that you've submitted a negotiation request, our team of professionals will be hard at work lowering your bill. But what does that process look like? Here are a few things to keep in mind while we work on lowering your bill.

What Does the Negotiation Process Look Like?

All negotiations are done in real time over the phone. When conducting a negotiation, your provider uses the account information provided to us to authenticate your account so we can find discounts, promotions, or credits that can be applied to your account. Most promotions are good for 12 months, but can vary from one time credits to discounts of 6, 12, or 24 months in length. Rocket Money will always accept the biggest promotion, discount, or credit available. We will not downgrade or remove features from your account in order to lower your bill without your approval.

How Can I Cancel a Negotiation Request?

A negotiation can be canceled any time before it has been completed by toggling off the switch for bill negotiations under the Ways to Save section of the app. You can also reach out to our support team to ask that a negotiation be canceled. It's also important to note that bill negotiations are a separate paid service that we offer, and thus canceling a Premium subscription will not cancel any bill negotiations that you have requested. Bill negotiations must be specifically canceled if they are no longer needed or wanted. Once a negotiation has been completed, it can no longer be canceled.

Keep an Eye Out for Messages from Your Negotiator

If we are missing any information or extra security features are turned on for your account, you may receive a request from your negotiator for more information. A negotiator may also send an offer to you if it involves reducing your service level, or adding a contract. A quick response will ensure that we're able to resume working on your bill in a timely fashion.

What If I Am Already Receiving a Promotion on My Bill?

If you are already receiving a promotion on your account, the likelihood of adding another promotion significantly diminishes. Your negotiation request may need to be rescheduled for a date closer to the date that your current promotion expires. We'll send you a reminder a few days before the rescheduled date, but please keep in mind that we won't be able to know what sort of new promotion you qualify for until your old promotion expires.

When Does Rocket Money Collect the Negotiation Fee?

Once a negotiation has been completed, you'll receive a confirmation email with the savings details and the negotiation fee amount. You will also see the date the fee is scheduled to be charged, which is typically 48hrs after the negotiation has been completed. A link is included if you would like to set up a payment plan to split the fee up into smaller payments, or push the payment date out up to one month. Please be sure to set up any payment plan before the scheduled payment date.

Can I Change the Negotiation Fee Percentage?

Sometimes our negotiators are able to achieve a significant discount on your account, which may incur an unexpectedly significant negotiation fee. If you'd like to lower your negotiation fee percentage, please let us know prior to the scheduled payment date and we can adjust the fee down as low as 35%. At this time, 35% is the lowest negotiation fee percentage that we offer.

Allow Time for the Negotiation to Be Conducted

We maintain a large staff of negotiators working to keep wait times as low as possible, but the typical time frame for a negotiation to be completed is around 2 weeks from the date of submission. During times of high volume, negotiations may take a little longer, but don't fret! We will get your bill worked on as quickly as possible. Your patience is appreciated!

I Lost Services or Features!

Negotiations are a complicated process, and while we do our best to ensure that every account is handled with the utmost care, sometimes errors do occur. If you notice a loss of services or features due to the negotiation, please let us know as soon as possible! Our goal is always to get you a discount on your current service level, or provide an upgrade at a cost savings. If anything seems out of the ordinary, let us know as soon as possible. We'll be happy to have our team follow up to sort out any issues that may arise, so that you don't have to spend your own time doing so.

When Will I See My Savings Appear?

Most discounts will be applied on your next billing statement following the negotiation. In some cases it may take up to 2 billing cycles. This typically depends on when your billing cycle starts and ends, versus when the negotiation was completed. If you do not see the discount applied within 2 billing cycles, let us know and we can follow up with your provider.

What If I Have Other Questions?

Feel free to drop us a line at negotiations@rocketmoney.com! We'll be happy to answer any other questions that you may have about the negotiation process.

How long Does a Bill Negotiation take?

The typical time frame for a negotiation is around two weeks, however, we've been seeing very high demand for our service lately, and negotiations have been taking a bit longer than usual. Since negotiations are conducted in real time over the phone, there are no updates to provide until we have attempted a negotiation. Feel free to reach out to us for a status update on your Bill Negotiation at Negotiations@rocketmoney.com

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