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:05/12/2025

  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.

  On April 16, 2025, I purchased a **** Priority Mail Flat Rate Small Box label through Rollo's shipping platform. I used the official **** flat rate packaging. The label generated by Rollo was later flagged by **** as a variable-rate label, and a $47.07 adjustment charge was applied.On April 20th, Rollo support (case #******) informed me that a **** dispute had been filed on my behalf and that I would be contacted once a resolution was received. I never received any follow-up, case ID, or documentation.After two weeks with no resolution or communication, I filed a chargeback with my credit card company. In response, Rollo suspended my account and later sent me an email referencing "mail fraud," federal investigation, and up to 20 years imprisonment if the dispute was not resolved.This message felt threatening, especially as I was following instructions Rollo themselves had provided and using the packaging correctly. I consider this a coercive and inappropriate response to a billing dispute that originated on their *********** credit card company has since resolved the matter in my favor. I am filing this complaint to document the incident and flag Rollos use of threatening language and poor dispute resolution practices.

  Business Response

  Date: 05/13/2025

  The issue has been successfully addressed through direct communication with the customer

• Initial Complaint

  Date:11/25/2024

  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.

  in august i had internal credit card fraud that involved **** mail on rollo website. internal fraud meaning my credit card info was stolen from this company's website and used to purchase **** labels on their website. rollo is a thermal printer and the offer software so you can have discounted rates with **** fed ex and **** i talked to someone on the phone from rollo and they apologized for this happening and they helped me get my credit card info off their website and put a hold on my account until they closed out the problem i filed fraud on the card which was saved on their website, amex, and **** filed it as fraud and removed the charges. 2 months went by and i started receiving emails from rollo about my balance needing to be paid and i explained to them that i had fraud from inside their website and ive already spoken to someone and this was taken care of. they never acknowledge when i send an email just get more emails anywhere from saying that i have committed fraud and 20 years jail time and now about sending me to collections. i have perfect credit, i did nothing wrong i keep telling that to them. called again and talked to someone and they apologized etc. no one in the company seems to be communicating internally. one person says for me to leave a time for someone to call me and i do and no one calls. another tells me that this type of matter cant be handled via phone call. i went on their social media and tried to get help and told my story on there. others responded saying they too had fraud and are getting no help. i have email after email that *** sent pleading my case telling what happened to me over and over and they just keep telling me theyre sending me to collections and ive committed a crime. i am the victim here. i had fraud using their website that i trusted for about 2 years with out any problems. i told rollo i was contacting bbb and i would contact the police. i am very upset. i do not want my credit ruined and i do not owe them a cent!

  Business Response

  Date: 12/02/2024

  Please note that we are required to communicate only via email due to the circumstances as we have to ensure that all communications are properly documented.
  
  Your email address appears to have been breached. If you used the same email address and password on Rollo and some other website that was compromised, this could be how they gained your credentials.
  
  Please note per Terms of Service
  ********************************************************
  
  "You will not share your account or password with anyone, and you must protect the security of your account and your password. You're responsible for any activity associated with your account." 
  
  As mentioned, all these purchases are valid and while your bank has refunded the  transactions,  the negative balance on your account remains outstanding and needs to be settled.
  
  We can submit a request to our ****************** so they could offer a Payment Plan that will help you settle the balance. 

  Customer Answer

  Date: 12/24/2024

  Rollo is completely lying . My email was not compromised . I change my email passwords on the regular and my password does not match my Rollo password at that time. I have had no other issues except this fraud from rollo. Back in August I had someone from Rollo admit on the phone to me that this happened because my credit card information was taken from their website, Rollo was internally hacked  . They helped me remove my information and apologized to me . There were 13 labels made with peoples names that I didnt know anything about . The Rollo agent led me through the process stating this has happened before and knew what to do . This should have ended in august and I want this taken off my credit report . I took this to social media and now Rollo has reported me as harassment and as a result of me telling my story on their page my instagram accounts are disabled . Others reached out to me via social media saying they had the same fraud happen to them . I am not the only one .  I do not owe them a cent , I am a victim of fraud . Their support never answered my emails correctly , instead emailed back saying that they never heard from me. I dont know how this company is getting away with this . I am not the only person that has this kind of fraud . One person at Rollo said to call them another said we cannot handle this type of issue on the phone . No one communicates internally in this company . Attached will be some emails showing how I was spoken to and not responded to . No one ever called me on the matter. The only phone help I had was when I originally called with the problem in August and the representative walked me through the issue apologized to me and said she would resolve my fraud case . I did talk to Rollo on the phone 3 other times and each time I was apologized to and was told someone would call me back from the fraud department to help me . I am not standing down to this company . I will not let them get away with it . I was only allowed to add 5 attachments I have about 30 more of me trying to email and getting vague response emails and them eventually saying they were sending me to collections . 

  Business Response

  Date: 12/27/2024

  Hello,

  Please note there's no indication that Rollo system has been hacked.

  Your email address appears to have been involved in 19 data breaches. If you used the same email address and password on Rollo and some other website that was compromised, this could be how they gained your credentials.
  
  Please note per Terms of Service
  ********************************************************
  
  "You will not share your account or password with anyone, and you must protect the security of your account and your password. You're responsible for any activity associated with your account." 
  
  As mentioned, all these purchases are valid and while your bank has refunded the  transactions,  the negative balance on your account remains outstanding and needs to be settled.
  
  We can submit a request to our ****************** so they could offer a Payment Plan that will help you settle the balance. 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22598700
  
  I am rejecting this response because:
  The information  is not true . My email address password is not the same and has never been the same. .i change it all the time . I have had no other issues except this fraud from Rollo. A representative from Rollo in August assured me this happened inside the Rollo software and helped me through the process in removing my credit card from their website which was not secure . I have already said all of this . Rollo and Nelu llc are lying and they know theyre lying . Others on social media reached out to me stating they had the same kind of fraud too after I told my story on ******** and instagram which you can still see on ****** even  though they had me reported for harassment and I lost my instagram pages . I will continue to fight them because I am a victim . They treat customers horrible and do not communicate as a business . *** ******** sent emails but did not follow through . ***** ( I dont remember her last name ) would contradict emails from *** and I never got anyone to acknowledge my issue and what had happened . My phone calls were all supposed to be recorded , they should have proof of the initial call I made and the help I received in August . 
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/06/2025

  Dear ********,

  There is no indication that Rollo system has been hacked.

  As mentioned, all these purchases are valid and while your bank has refunded the  transactions,  the negative balance on your account remains outstanding and needs to be settled.

  We can submit a request to our ****************** so they could offer a Payment Plan that will help you settle the balance. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22598700
  
  I am rejecting this response because: nelu llc or Rollo as I know them states that there is no indication that they have been hacked . I had fraud from their company and called Rollo in ********* and talked on the phone with a representative that told me exactly that my credit card info was taken from inside their soft ware. She helped me remove my credit card from their unsecured software then she helped me find the labels that were created and we went through each one of them and she said that this has happened before. She knew exactly what happened to me and exactly how to help me and told me she would take care of it and let me know when my account was back up .  MY account never came back up and they accused me of the fraud .   Check the phone records , it was supposed to be a recorded call . It said it was a recorded call before she started to help me . Ive already said all of this and im having to say it again. . I am the victim of fraud . I have already tried emailing with your company it got me no where . Theyve told me repetitively they couldnt talk to me on the phone about this from the fraud department that basically was a joke . The whole company is a fraud department . There are already 9 strikes against Them on the bbb website . I dont owe this company a dime . No one from the finance department would contact be back before .  I am attaching the phone calls from my log to and from Rollo in August . If those are really recorded like they say they are there is proof that I was told the fraud came from with in . The other proof is the obvious proof that I did not make these labels I didnt make these charges . ***************** and I filed it as fraud. **************** has told me that they should not be doing this to me. . I will not back down . I am not ithe only one this has happened to .  I added an email from my instagram account with someone else telling me this happened to them after I told my story on their instagram page . 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/07/2025

  Dear ********,

  Please allow us to summarize below:

  - The only way an individual could have access your account is by knowing your exact username and password combination
  - There has been no breach of Rollo's security infrastructure
  - Funds were used to purchase **** postage and funds were paid to ****.
  - At the moment, you have a balance due of $662.69
  - Per TOS, "You will not share your account or password with anyone, and you must protect the security of your account and your password. Youre responsible for any activity associated with your account."
  
  Finance team can work with you to create a payment plan and possibly offer a courtesy credit; however, your account is set to go collection. We need to know your plan on settling the account balance.

• Initial Complaint

  Date:11/18/2024

  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 account was hacked and the hacker spent over a thousand dollars on mailing labels. I immediately contacted customer support and they told me to void them all. I did then they told me to wait and they will process the voids. When I checked a week later there were still labels that werent voided in time and were allowed to ship. I also changed my password like they suggested. While they said they were voiding the labels I contacted my credit card company to file fraud on my card since my account was now over my limit. My bank fixed the fraudulently transactions. Ive contacted Rollo for multiple months on the status of the voids and received the voids werent able to go through and I now have a negative balance on my Rollo account. They are now offering me a payment plan to pay the negative balance off. However I did not make these transactions and have followed their instructions on how to correct it. My account has been disabled and I am not able to get into it for months now. I would like to make sure my account isnt negative and get into my account.

  Business Response

  Date: 11/19/2024

  Dear ******,

  Upon review, weve confirmed that all purchases made under your account are valid.  Your email address appears to have been breached multiple times. If you used the same email address and password on Rollo and some other website that was compromised, this could be how they gained your credentials.
  
  Please note per Terms of Service
  ********************************************************

  - The only way an individual could have access your account is by knowing your exact username and password combination
  - Funds were used to purchase **** postage and funds were paid to ****. 
  - At the moment, you have a balance due of $1,388.80
  - Per TOS, "You will not share your account or password with anyone, and you must protect the security of your account and your password. Youre responsible for any activity associated with your account."
  
  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22569090
  
  I am rejecting this response because: Rollo isnt properly equip to protect user data on their end. When asked if I could set up a 2-factor identification I was told they dont have it. For a company dealing with bank/credit card information I feel as if this should have been set up immediately upon opening their website to the public. With the terms of service stating that I must protect my information the company should protect the information they hold as well. Being in a data breach is out of my control and I know I didnt give out my information. Its unacceptable that Rollo expects me to be responsible for these fraudulent purchases when I alerted Rollo of these transactions within the hour of them being made and followed customer service prompts completely. Its due to their inefficiency and negligence during the voiding process. They expect you to submit a ticket that doesnt get actioned by their team immediately. They allowed the orders to be processed even though I was told they would be monitoring the transaction to verify they get voided. The labels were sent to other states under obviously fake names. I am located in ******* and Im the only one that has access to my account.
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 11/19/2024

  Screenshots of my conversation with customer support when I alerted them of the fraudulent activity. 

  Customer Answer

  Date: 11/19/2024

  Screenshots of my conversation with customer support when I alerted them of the fraudulent activity. 

  Customer Answer

  Date: 11/19/2024

  Screenshots of my conversation with customer support when I alerted them of the fraudulent activity. 

  Customer Answer

  Date: 11/19/2024

  Screenshots of my conversation with customer support when I alerted them of the fraudulent activity. 

  Customer Answer

  Date: 11/19/2024

  Screenshots of my conversation with customer support when I alerted them of the fraudulent activity. 

  Customer Answer

  Date: 11/19/2024

  Screenshots of my conversation with customer support when I alerted them of the fraudulent activity. 

  Business Response

  Date: 11/20/2024

  Dear ******,

  Thank you for your response.

  As mentioned in our previous emails, all purchased under your account after a successful login are valid purchases.
  
  Your email address was involved in multiple data breaches outside Rollo and this could have been how your email address and password got compromised.
  
  At the moment, you have a balance due of $1,388.80. Finance team can work with you to create a payment plan.

   

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22569090
  
  I will be seeking legal advice now as there is no progress being made in my case. I will also be switching to a competitor company for all of my shipping needs and advising all of the other small businesses I know to do the same after this situation with Rollo. I will not be paying the negative balance. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/14/2024

  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.

  Date of fraudulent purchases made with my credit card in my on line postage account "********************": August 19 2024. Approximately ***************************** my Rollo account in approximately 4 minutes at about 3:50 am(using Rollo's "Auto Refill" feature, which utilizes my credit card, stored on file; each Auto Refill charge being $50 each time for a total of $603.00). My credit card company *************** alerted me, I in turn alerted Rollo via email. I recieved a phone call with instructions to go into my Rollo account and immediately change my password(which I did)and to attempt to "VOID" each transaction.(they had no clue anything was wrong). Which I did. I also made a print out of all these transactions as well as screen shots with my phone that showed the various random "Buyer"s names of the postage, using my account. They were from all over the **, and obviously WERE NOT me. Since this happened, Rollo had continued to point the finger at me(via threatening Emails about using my account fraudulently)and has not worked with me at all in disputing the $603.00 in total transactions that were clearly made by professional hackers. The last email I received from Rollo was on Sept. 7, telling me that they would get back with me after they find out something about their claim with ****. I've heard nothing. I have no access to my Rollo account. ******************** states that I agreed to their terms that "I am responsible for all activity in my account." Well- I am absolutely not responsible for FRAUD by hackers. Clearly they could not protect my personal information and are trying to blame this loss on me. Rollo tells Banks of America that they have a "Signature" for these purchases and that I indeed made the purchases.(I've yet to see their proof of a "Signature". This is more than frustrating. I am in contact with *************** and I mailed all copies of my documentation to them this week. (12 pages)

  Customer Answer

  Date: 11/14/2024

  I have plenty of documentation, but I think its just too much to try to attach here. Will you tell me the best place to mail it to and I will put it in the mail tomorrow?

  Business Response

  Date: 11/18/2024

  Dear *****,

  Upon checking, based on the result of  the disputes, we have updated your Rollo Ship Balance to $0.00 which means you will no longer receive any notification about the negative balance since it's already adjusted.

  
  Your account has been re-activated as well.
  
  Please note per Terms of ****************identifyelement="846">********************************************************
  
  

  
  

  Customer Answer

  Date: 12/10/2024

  I did not want this to be closed because I am still dealing with *************** at this time. Due to the mis-information as well as their "lack of response" from Rollo provided to *************** about the previously mentioned Fraudulent charges(hacking) in my account, they(B of A)have yet to resolve the $600 claim against my account. 

   

  Business Response

  Date: 12/13/2024

  Dear *****,

  Your balance has been updated after we have received the result of your disputed transactions with your bank.

  All ****************************************************** our favor which means they also believe that the transactions are valid.

  As for the funds, they have already been paid to **** since the intercept request was not successful and they also denied the refund request.

   

   

   

• Initial Complaint

  Date:10/21/2024

  Type:Delivery 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 returned my order back in July via the *** label that was provided, and it looks like *** lost the package. I understand that its not Rollos fault, but it isnt mines either. Rollo has been stringing me along per a *** investigation for 4 months with no resolution in sight.

  Business Response

  Date: 10/22/2024

  Dear ******,

  Thank you for your feedback.

  Please understand that it is standard industry practice to conduct a thorough investigation when merchandise is reported missing. Unfortunately, we have previously been targeted by package manipulators who falsify shipping or return information and manipulate tracking data to make it appear as though the package is lost, often leading to claims and refunds.

  We are carefully awaiting the results of both the *** investigation and our internal review before proceeding.

  Our team will reach out to you once result is available.

   

  Regards,

  Rollo Team

   

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22447933
  
  I should at the very least be kept in the loop. If I didnt reach out every 2-3 weeks, I wouldnt have been sent any update in 3 months. I know you guys are waiting on **** but keeping your customer updated is just standard decency.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 10/24/2024

  Dear ******,

  We appreciate your feedback.

  Rest assured that we'll be taking actions to improve our process.

  Based on the last update, *** has closed the investigation and we're gathering more details so we could dispute it.

  We'll keep you posted via email.

  Regards,

  Rollo Team

   

   

• Initial Complaint

  Date:10/17/2024

  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.

  ************************ allowed $800+ of fraudulent activity on my credit card and refuses to refund or call me back to discuss. I have emails showing that I am reporting early activity as fraud but they refuse to connect with me. They do not have a phone number to call. I do not have an account with them so I can't even cancel that way.

  Business Response

  Date: 10/18/2024

  Dear ****,

  Thank you for reaching out.

  There is no indication in anyway that Rollo was hacked. Someone used the exact combination of your email and password to gain access to your account and purchase postage.
  
  Your email address does appear in 21 data breaches. If you used the same email address and password on Rollo and some other website that was compromised, this could be how they gained your credentials.

  Please note per Terms of Service
  ********************************************************
  
  "You will not share your account or password with anyone, and you must protect the security of your account and your password. You're responsible for any activity associated with your account." 
  

  We have also reached out to you and offered sending a request to our ****************** for partial/courtesy refund which will be coming out straight from Rollo's pocket,  as funds have been paid to **** for the shipping  labels purchased using your account.

  We're hoping for your immediate response via email.

  Regards,

  Rollo Team

   

   

   

   

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22433954
  
  I am rejecting this response because:

  My credit card has now taken responsibility and won't make me pay the charges, BUT I am receiving emails from Rollo that my account is in the negative when I do not have an account with them. Additionally, I believe the fraud occurred because of their lack of security. I am unable to log into ************************.  Attachments:

  1. My credit card stating it was fraud.

  2. An email from today saying that I owe them more money.

  3. An email from ************************ admitting it was fraud.

  4. Emails showing that they tried to refund me money

  5. Screenshots showing that I am unable to login to my account. 

  (I have many more attachments if you need them)

  Solution: I do not need any monetary compensation from them as long as they clear anything related to my name/email and show that I have a $0 balance. I am unable to log into ************************ to do anything they ask because I no longer have an account with them. 

  Sincerely,
  
  **** *************

  Customer Answer

  Date: 10/25/2024

  Now Rollo is trying to make me pay for the funds they clearly stated they were trying to refund me. Please see attached communications. ******** has investigated and confirmed that the charges were fraudulent. 

  Attachments: 

  1. My most recent email to them asking them to settle with ********, even though they are now asking for money they have tried to refund. (Also, the amount they are asking for is much higher than the original charges...by $200-300). They have yet to even email me a receipt for any of the charges. 

  2. One of the many screenshots I have that Rollo tried to refund me the money on my credit card that we had to close because of this issue, but now they are asking me for more money, even though they tried to refund me the original amount.

  3. Rollo has admitted these were fraudulent charges on multiple occasions. 

  4. An email from Rollo (I have a number of them) putting together information for my refund, which they are now asking for additional money.

  Customer Answer

  Date: 10/25/2024

  Now Rollo is trying to make me pay for the funds they clearly stated they were trying to refund me. Please see attached communications. ******** has investigated and confirmed that the charges were fraudulent. 

  Attachments: 

  1. My most recent email to them asking them to settle with ********, even though they are now asking for money they have tried to refund. (Also, the amount they are asking for is much higher than the original charges...by $200-300). They have yet to even email me a receipt for any of the charges. 

  2. One of the many screenshots I have that Rollo tried to refund me the money on my credit card that we had to close because of this issue, but now they are asking me for more money, even though they tried to refund me the original amount.

  3. Rollo has admitted these were fraudulent charges on multiple occasions. 

  4. An email from Rollo (I have a number of them) putting together information for my refund, which they are now asking for additional money.

  Business Response

  Date: 10/29/2024

  Thank you for your feedback.
  **** approved the refunds after we reported the labels as potentially fraudulent. However, the labels were later used, and **** subsequently charged for the postage.
  All funds have been paid to ***** and all charges under your Rollo account are valid.
  As the account owner, we recommend securing your account to prevent unauthorized access.
  Please ensure your email and password are strong and protected, as it appears your email address *********************** has been part of 21 data breaches.
  Lastly, as discussed, we are awaiting the results of the bank disputes you initiated. Once those results are available, we can proceed with the appropriate next steps.
  Regards
  Rollo Team

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22433954
  
  I am rejecting this response because:

  1. Rollo agreed to refund me these charges in written correspondence, and now they are trying to collect - all within the same week. 

  2. I have clearly proven these were fraudulent charges, conducted via their website, as my credit card was not used elsewhere. 

  3. They refuse the properly contact me, though I've provided my phone number, and have multiple people contacting me via email who seem to not talk to one another. 

  4. I have an 835 credit score - so I have a proven track record of always paying my bills on time. They are clearly the one in the wrong here. 

  Sincerely,
  
  **** *************

  Business Response

  Date: 11/05/2024

  Dear ****,

  Please see our response below:

  1. Rollo agreed to refund me these charges in written correspondence, and now they are trying to collect - all within the same week. 

  -We have not confirmed any refund. In fact, we're still waiting for the result of your bank disputes.

  
  2. I have clearly proven these were fraudulent charges, conducted via their website, as my credit card was not used elsewhere. 

  -Please note that any transaction made using your account is authorized by the account owner. To avoid this, you must ensure that nobody else will gain access to your account by knowing the exact combination of email address and password. Also, as mentioned to you already, your email address was involved in 21 data breaches.

  
  3. They refuse the properly contact me, though I've provided my phone number, and have multiple people contacting me via email who seem to not talk to one another. 

  -Due to the circumstances and sensitivity of this case, we require all communication in written format (email) so we could secure and document all conversations.

  4. I have an 835 credit score - so I have a proven track record of always paying my bills on time. They are clearly the one in the wrong here. 

  -Please note that we admire your score but in this case, you are also responsible for all charges using your account. All funds have been paid to **** and we're still waiting for the result of all 35 bank disputes.

   

   

   

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22433954
  
  I am rejecting this response because:

  1. As the owner of their website, they must build in security precautions for their customers. I use unique passwords for each website, and this was the only website I have ever had an issue with. 

  2. I have not been able to login to my account in months, and they never resolved it. So I am unable to have ownership over my account.

  3. I informed ************************ on 8/16/24 that there was fraudulent activity. If they have continued to let someone use my account for fraudulent activity - while not fixing my access problem - that is their responsibility. 

  4. They have never even given me a receipt or list of the charges. 

  I would like to ask that BBB look into the use of their website for criminal activity and if they are allowing this in multiple instances. 

  
  Sincerely,
  
  **** *************

  Customer Answer

  Date: 11/14/2024

  The Bank (********) called me today to say that they have never received credits or a refund from ************************, so both I and the bank have paid ************************. ******** is sending me a receipt and formal letter to this affect. ************************ is emailing me with inaccurate information. Any lack of credit they may have is a system error or internal error. 

  Customer Answer

  Date: 11/14/2024

  The response I would like is a formal letter from ************************ saying that they will no longer contact me again about these charges and that I do not owe them anything. I have proof that I paid them via my credit card, though they allowed fraudulent activity to occur, and a letter from ******** saying that they never took funds from the company. Any negative balance they have on their end does not make sense, as they never returned any funds and you can't buy something on their website without paying for them at the time of purchase. Unfortunately, as I have been locked out of my account with resolution, I cannot further investigate. 

  I hope, if anything, this incentives them to make their website more secure so they do not put their customers at risk. 

  Customer Answer

  Date: 11/15/2024

  Finally, the customer service agents keep saying that my email was found in "21 data breaches" but most importantly, it was found in a data breach of THEIR WEBSITE right before the fraudulent activity occurred. And I received no notification from them about the data breach to change any passwords. 

  Business Response

  Date: 12/02/2024

  Dear ****,

  There has been no breach of Rollo's security infrastructure.

  The data breaches involving your email took place outside Rollo.

  Once a log in is successful, all transactions that will take place are valid.

   

   

• Initial Complaint

  Date:09/30/2024

  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.

  This company suspended my Rollo account because it was hacked, and now they want me to pay $3000 to cover the hacker's expenses in order to re-gain access to my account. Thank god my credit card company took care of my card charges, as a small business owner it's nice to see who has my back. Rollo understands that the account was hacked and it wasn't me but they don't care, and they're holding my account hostage while they demand their payment.Despite the disrespectful way they have treated me, I decided to file this complaint to give them a final chance to give me my account back, since I am already stuck with their Rollo Printer.If not then fine, continue to s**** over an innocent business owner, because I'm not giving in to their $3000 demand to cover someone else's expenses, there's literally no point in that because I would be getting nothing in return.

  Business Response

  Date: 09/30/2024

  Please note all transactions made under your Rollo Ship Account are valid charges and as the account owner, you are responsible for these charges. The only way another person could gain access to your account is if they knew the exact email address and password,
  
  
  As per our Terms of Service, you are responsible for all activity that occurs in your Rollo Ship Account. 
  *************************************************************;
  
  "You will not share your account or password with anyone, and you must protect the security of your account and your password. You're responsible for any activity associated with your account." 
  
  
  Upon checking ************************************* email address has been part of 26 data breaches. If you used the same username and password on Rollo as you did on another website that was breached, this could be how someone would have obtained your login information. 
  
  
  Your account will remain suspended until the balance is paid off. Amount of $3,232.75 is scheduled to be sent to collections on October 7th. 
  
  
  
  In some cases, ****************** will work with you to create a payment plan or offer a partial courtesy credit. It is important that you reply back and indicate how the balance due will be paid. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22354538
  
  I am rejecting this response because:

  Terrible customer service, I cannot recommend this company anymore.

  Sincerely,
  
  **** ********

  Business Response

  Date: 10/01/2024

  Dear ****,
  
  
  Thank you for your response.
  
  
  Rollo offered assistance by submitting a request to our ****************** to help you settle the negative balance on your account.
  
  
  We have explained what happened and how you are responsible for all charges and transactions made using your account.
  
  

• Initial Complaint

  Date:07/11/2024

  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 order a wireless printer and a weight scale from this company Rollo the scale arrived used and with stains. I contacted their customer support by email only way to reach them apparently they cant afford to have a phone number line. They wanted photos I send the photos, then I return this item for an exchange this item arrived on July 8th to their location since this day the only explanation I get is that they first need to inspect the item in order to send me a new replacement. This is so frustrating I thought i was dealing with a reputable company. They want to focus on inspection how come they didnt check this scale before sending it to me???

  Business Response

  Date: 07/11/2024

  Dear ****,

  Thank you for your feedback.
  
  Please note that we follow the   industry standard process  where we must receive and inspect returned merchandise first  before issuing a refund or replacement. This process helps ensure the integrity of our service and prevents potential abuse.
  
  In the past, we've experienced situations where customers requested an advance replacement and then did not return the original item, which negatively impacted our business.
  
  Upon review, we have processed the replacement for your Shipping Scale with the tracking # below:

  UPS Tracking #: 1Z455V640398510183

  ****************************************************************************************************************

  If you have other questions or concerns, please let me know.

   Wish you a great day ahead!

  Regards,

  **********

  Rollo Customer Support

  Manager

• Initial Complaint

  Date:01/04/2024

  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 12/23/2023 Saturday, I created a shipping label on Rollo. I enter 12/23/2023 as drop off date, 12/26/2023 as delivery date, it showed up *** price $25.55.So I paid it $26.3 and dropped the envelope to ***. And *** didn't say they need to charge more when I dropped.On 1/1/2024, they charged my credit card another $16.75. I contacted them for explanation, they said it is for Saturday fee. It is too ridiculous. They never disclosed this hidden cost when I placing the order, then charge my card without my authorization after the order closed. On 1/3/2024. I disputed this with *****, telling them the fact. ***** accepted and processed the dispute. On 1/4/2024, I got Rollo's email threatening this is a mail fraud, and will report it to federal. I told *****. ***** let them contact ***** directly, but they don't. They are keeping cheating and fishing customers.

  Business Response

  Date: 01/08/2024

  We appreciate the feedback. We have reached out to our customer and provided a refund for the *** Saturday Delivery. We're currently coordinating with our team and *** to improve the purchase flow and ensure a note or reminder about the *** Saturday Delivery Fee will be visible. Please note this charge is from *** and not Rollo.

  Customer Answer

  Date: 01/08/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/23/2023

  Type:Delivery 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 purchased 3 replacement parts from this company, but when the order arrived and I opened the packaging, it was only 2 of the 3 in the package. I reached out to the company and they hassled me with sending them photos, which I did. I do not know what else they need in order to correct the issue and customer service is now being less than helpful. At this point, I just want my money refunded for the missing part. Two AC Adapters and Power Cables were ordered, but only 1 was sent.Order#******

  Business Response

  Date: 03/24/2023

  Hello,
  
  We have assisted the customer and provided a refund within the day from the time she reached out on March 23rd. We had to ask for photos of the items included in the package that she received as part of our Standard Operating Procedure. We also require photos  so we can forward it to our team for feedback  and investigation.

  Regards,

  Rollo Team

  Customer Answer

  Date: 03/29/2023

   
  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.
  
  Sincerely,
  
  *******************