Complaints
This profile includes complaints for Kroll's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 140 total complaints in the last 3 years.
- 46 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a letter stating there had been a breach with my annuity company, which is Mass mutual ascend, and I try to get in touch with this company that was doing the credit monitoring time after time I call and the phone number that theyve given me says technical difficulties call back later and then its disconnected!I have no way of getting in touch with this company Kroll to enroll in their credit monitoring due to breach!!What am I to do?Phone number ************ Please help!!
Business Response
Date: 09/22/2023
Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.Initial Complaint
Date:09/19/2023
Type: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 was referred to Kroll ********** Services in a letter I received from *** reporting a data breach with our ******************* ************** policy. We attempted to enroll in the free 24 month monitoring with Kroll over the phone. The Kroll representative said she could not complete the enrollment, asked me for my phone number, and told me someone who could complete the enrollment would call us. We never got a call back from anyone from Kroll.Business Response
Date: 12/01/2023
Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.Customer Answer
Date: 12/01/2023
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,
*******************************Initial Complaint
Date:09/08/2023
Type: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.
August 2023 received letter from Kroll to assist in securing the breach personal information. I have called several times only to be disconnected. When I can get thru wait time is too long. It states a call back option which I select and my call is not return.Customer Answer
Date: 09/09/2023
There are no documents, only standard letter of notification.Business Response
Date: 12/01/2023
Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.Initial Complaint
Date:09/05/2023
Type: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 8/25/23, I tried to set up an account online with **********************, after receiving instructions to do so. I was not able to verify my identity online & was instructed to call a number to have this done "manually." I called and was kept on hold so long I gave up.I tried again on 9/1/23. I was on hold for 2 hours and 20 min. before I gave up.How can I reach someone who can help me--it seems impossible!Business Response
Date: 09/18/2023
Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.Customer Answer
Date: 09/18/2023
Complaint: 20554563
I am rejecting this response because: It says, "We are glad to be able to connect with you..." That's the whole problem--I cannot connect with them. I've been given no instruction for how to do that. The response is nonsensical.
Sincerely,
*******************************Business Response
Date: 12/06/2023
Kroll regrets the difficulty **************** has experienced in verifying her identity with the credit bureau. We spoke to her on 9/19/2023 and 9/21/2023 and requested the credit bureau review her credit file. We attempted to call her on 12/1/2023 and twice on 12/4/2023 and were unable to reach her. On 12/5/23, we spoke to her and again transferred her to the credit bureau to attempt to resolve her issue. We tried to call her again on 12/6/2023 and reached her voicemail. We are escalating her issue further with the credit bureau and will continue to try to reach her. She can also call us at ************ between 7AM to 7PM Central time, Monday through Friday, and we are happy to assist.Initial Complaint
Date:08/30/2023
Type: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 identity was involved in a data breach, and as a result have two years of free monitoring from Kroll. When I went online to set up my account, there was an error on their end where I could not verify my identity. I tried calling, but after waiting on hold for over an hour could spend no more time on this. There was no option to have the next available agent call you back. I sent an email, which was bounced back. I am only looking to complete my enrollment (although I question how effective this company can be if you can't even reach them). I panicked and thought I was part of a scam, and this company was actually a way of stealing your identify (as they required you to enter your SS, DOB, etc when registering. When I looked on the BBB website, there were many complaints like mine (although some people report waiting longer on hold). I am looking for a way to complete my enrollment. Can they get back to me?Business Response
Date: 09/11/2023
Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.Initial Complaint
Date:08/30/2023
Type: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 company will not help with my issues getting my account set up. The questions they asked were not accurate and I have called multiple times over the last month and half for help and I get told all kind of things like I will get a call back. I have not. I have asked to speak to management and told there are none available ever. What the heck? I still cannot get into this account for over 2 months.Business Response
Date: 08/30/2023
Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.Initial Complaint
Date:08/30/2023
Type: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.
Kroll has been hired by Pension Benefit Information (PSI) to provide me Identity Monitoring because of a data breach where my personal information was stolen. To provide this service, Kroll verifies your identity by obtaining security questions from one of the Credit Bureaus which you answer. Their computer system for some reason is unable to do this. Their customer service people don't have a clue how to resolve this problem. So far I have spent between 3 and 4 hours on the phone (mostly on hold) trying to rectify the problem. This is by far the worst company I have ever dealt with.Business Response
Date: 09/01/2023
Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.Initial Complaint
Date:08/28/2023
Type: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 have been unable to set up the free Kroll monitoring service provided by PBI related to the security breach. I always get a " technical difficulties" error message. This is the fourth day now. Not sure if I can trust these peopleBusiness Response
Date: 08/31/2023
Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.Initial Complaint
Date:08/28/2023
Type: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 was notified by a letter from my annuity company last month that I was affected by a data breach a few months before and would be contacted by a company called Pension Benefit Information (CBI), and that I would be offered 2 free years of credit monitoring by another company called Kroll.A few weeks later I received a letter from CBI telling me that I needed to enroll in Kroll's monitoring. I went through the process of trying to open a Kroll account online- which demanded me to share a large amount of secure personal information. The Kroll website then asked me to confirm my identity by answering questions about my private history. After wasting a great deal of time with this the website repeatedly failed to allow me to set up an account. Then I was told to call them at ************...I was repeatedly put on hold for hours during their claimed business hours).When I finally got someone to answer he asked more questions and said they cannot figure out who I am because another company they use does not have enough information about me so they cannot and will not help me in any way! I asked to speak to a supervisor and was given a false promise to get a call back in the next 24 to 48 hours. Going on 6 days now with no call!this is the worst customer service I have ever experienced in my entire life. Never have I ever experienced such a useless waste of time with the repeated passing responsibility to another company which then provides no useful serviceand eventually tries to make me waste even more time with another service that does not know who I am!Business Response
Date: 08/30/2023
Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.Customer Answer
Date: 08/30/2023
Who is saying that this complaint has been resolved satisfactorily? Please inform me what has been resolved and by who.Initial Complaint
Date:08/28/2023
Type: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.
Cannot log into account with membership number, tried to resolve this by calling but after more than an hour on hold the call was still not answered.Business Response
Date: 08/30/2023
Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.
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