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:08/25/2023
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 personal information was ******************************************* was hired on persons like me's behalf to provide Identity protection services, but they deliberately make it impossible to get hold of them. They ask a serious of questions that are completely inaccurate or half true & then say sorry we can't identify you. When you call one of their customer service numbers they don't "EVER" answer, you can put the phone on speaker while you hold all day long 4,5,6 ************ a continuous loop of we'll be with you shortly please continue to hold. This is absolutely deliberate so you'll just eventually give up. They are hired on my behalf because another company's info was breached, but I cannot utilize the service. What a joke!! Now I have to go out of pocket & pay a real company like Life-lock to do their job! Whomever thought up this company is a genius, they get companies to pay them money & then hire no people & provide zero service, they just register one phone number & leave it off the hook all day everyday! I'm glad to read in the reviews that I'm certainly not alone, this is incredibly persistent.
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:08/25/2023
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 has been designated as the monitoring company for a data breach at Genworth. I believe they are a scam. You are not able to set up an account on their site following their instructions. Four days of trying to contact them on 4 different phone numbers I was given were unsuccessful. Yesterday I was determined to get through so I waited on hold for 2 hours and 14 min before someone answered. They said they had to refer me to another departments where I waited on hold for 4 hours and 11 minutes until 5 minutes after they closed with no one picking up. They are supposed to be cyber security and I believe the company does not actually exist.Customer Answer
Date: 08/28/2023
I have spent 4 days trying to contact Krolls. The first time I was on hold for 25 min then hit the button to keep my place in the queue and receive a call back. By end of day I received no return call. The second day I called earlier in the day and did the same thing - no return call. The third day I called and after being on hold for 50 minutes, talked to someone who told me to log in instead of create an account and to reset the password when prompted. This did not work and I tried to call back again and after 1 hour and 15 minutes on hold I hung up. On Friday I was determined to speak with someone so when I called I waited on hold for 2 hours and 22 minutes before someone answered.I explained the problem and they said they had to forward me to another department. I then was on hold with that department for. 3 hours and 11 minutes until 6:35 PM EST when I hung up because their office hours are supposedly 9-6:30.. I have photos of the wait times on my phone if you need them. This company is a fraud and the person I spoke with the 2 times when I did get through sounded like the same person. I would appreciate any assistance you can provide. I cannot for the life of me figure out how this company (Kroll) has an A+ rating from the BBB. After researching on line I have found dozens of complaints similar to mine. Thank you for your assistance.
***********************
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:08/21/2023
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 has not called me back after several attempts to contact them about an issue and I clearly am not important enough to receive a call back. This is an issue that they need to fix and will not do so. So frustrated.Business Response
Date: 08/28/2023
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:08/21/2023
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.
My advice to you is to RUN! Never hire a company who can not effectively serve their customers! This means never do business with Kroll! Kroll, look up my phone number and call me! Better yet, call my wife so this blasted issue can be resolved!!!!!!!Kroll Monitoring was hired by a 3rd party due to a data breach. Both my wife and I were affected. When setting up her account, her identity needed to be verified which always failed in spite of all answers we gave being 100% accurate. After three (3) attempts, we're locked out and have been waiting on the phone for hours to take to a representative. While holding, I went through the process and received some of the same questions my wife had received. The question stated "Select any vehicles you purchased prior to 2018". It correctly listed a 2020 vehicle, but since we bought it in, uh, yep, 2020 (not prior to 2018), we didn't select if for my wife, but since her verification failed, I did select it for mine and it worked! Now, because of their error, because of their stupidity of putting an inaccurate question on their web site, I am condemned to the h*** of listening to the same two (horrible) songs for hours hoping someone can actually help. Their customer service is absolutely pathetic. They are understaffed and well aware of it. I would never hire this company, yet I'm forced to do business with them because the 3rd party, who did not sufficiently guard our personal information, hired them.Like I said up front, RUN AND NEVER HIRE THESE PEOPLE!!!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.Customer Answer
Date: 09/02/2023
ISSUE RESOLVED: I wish to complement Kroll for resolving the issue in quite a reasonable of time, given the nature of the problem. But I would also strongly suggest that Kroll implement a callback system for ****************** I waited on the phone for an hour before having to give up. During this time, I performed web searches and found that people were waiting literally hours (one was 8.5 hours waiting!) before reaching a representative. I was not in a hurry to get the validation issue resolved, a week was certainly acceptable without issue, but I didn't want to wait on the phone that long! So I am thankful that I filed a complaint here because doing so simply worked. Kroll contacted me with only a very reasonable delay. While their *************************** appears to remain very difficult to successfully reach, I was not required to contact them. A wonderful man named **** called me and indicated a 72 hour delay was imposed by the credit bureau, so he called me 3 days later. Unfortunately, he was not able to resolve the validation issue because the questions presented by the credit bureau were flawed questions. Therefore, answering them correctly resulted in yet another failure. **** turned me over to a department that specialized in these types of problems, but of course we had to wait another 72 hours through no fault of Kroll. A very nice lady contacted me 3 days later, knew which question was flawed, and proceeded to try the validation again. Although we received the flawed questions yet again, she was successful because we jointly elected to answer it incorrectly. Her screens showed that the validation was correct, but my web screen still indicated a problem. She indicated that it would take time to update, but since **************** was so hard to reach, I requested a callback the following day. She gladly called me and I was able to verify that the problem was indeed resolved. Thank you BBB!
Initial Complaint
Date:08/21/2023
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 name is ******************** . This is regarding the ***** v Godiva Settlement (Claim # WCF0242248). My digital payment via zelle failed. Check was requested to updated address (*******************************************************************************) but was never sent out by business Please send check asapCustomer Answer
Date: 08/31/2023
Please followup withe the company and ask them to respond to the complaintBusiness Response
Date: 08/31/2023
Hello,
Thank you for sharing this concern with us. We have researched the claim and determined that you are not eligible for payment.
Initial Complaint
Date:08/18/2023
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.
My *********** received letters from *** regarding a possible breach in information of our pension information. I should have checked first, but made an account with their recommended service, Kroll ******************* Now we are concerned that this company has information that might jeopardize my husband's identity.When I approached the company online, I received no answer. I would like to delete my husband's account (he is in agreement) from this company. Luckily I have not entered my information.Thank you.Business Response
Date: 09/06/2023
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: 09/07/2023
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:08/18/2023
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 08-15-2023 I received a letter from pbi who I understand is a third party provider for insurance companies. My membership number is EBNE73497-P. They advised me that their files had been breeched and that mine was one affected. They provided the information of a credit monitoring service with Kroll monitoring. I called Kroll to sign up for the monitoring service and was told that I could only do it on a computer, that they did not have any way to do it 'offline' and they could only put in a request for someone to call me if and when they may put an offline service in place. The breech happened in May. I just now found out through this letter, but I already had 2 charges made with ******** using my name and address, charges that I did not make or requested, charges that ******** already paid to 'someone' who was not me! I did report it to the ******** Fraud Division but now I am worried what will be next! I am on limited income and cannot afford to pay bills I did not make. Since pdi is offering this free protection service with Kroll, Kroll should have a way people affected like me should be able to get assistance in getting signed up. According to their call center associate they could not even transfer me to a supervisor to get help. I was told that this was a optional service and that they did not have any way assist me to sign up. I should be able to get this service so that I do not have to worry about when the next problem will come up.Business Response
Date: 08/28/2023
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: 09/11/2023
I am not sure why the Business stated that the issue was resolved. As of right now this Business (Kroll) has not contacted me in any way, shape or form to resolve this issue! I request that this case be reopened.Initial Complaint
Date:08/14/2023
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.
**** v godiva settlement claim # WCF0288790 Sent a message couple of months ago via their contact form online to reissue my check becuase i moved from ********** and they till today havent done anything. Request BBB to ask them to send my check based on my online requestCustomer Answer
Date: 08/16/2023
Yes i have tried to reach them and they have not been responsive. Please send my complaint to the business for resolutionBusiness Response
Date: 08/31/2023
Hello,
Thank you for sharing this concern with us. We have researched the claim and determined that you are not eligible for payment.
Initial Complaint
Date:08/11/2023
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.
Name: Kissan Naik Claim ID : ********** THe class admin was asked to reissue check to updated address (*********************************************************************************) through the contact ** form back in June 2023. Although they confirmed They have failed to reissue the check to updated address Please confirm check reissueBusiness Response
Date: 08/31/2023
Hello,
Thank you for sharing this concern with us. We have researched the claim and determined that you are not eligible for payment.
Initial Complaint
Date:08/09/2023
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.
Received a letter from PBI on August 1, discussing a software breech and to enroll in the credit monitoring service they offered which was/is Kroll ********** Services. Have called 4 times, was told I would be called back due to long wait times.(no call back), tried to set up account-says does not cover **************!!!! How is this possible? Gave me a membership number DZAZ84976-P to use for what if I cannot get to a rep.Customer Answer
Date: 08/09/2023
Do not understand what you are asking me to do before you can proceed. Please be specific.Business Response
Date: 08/21/2023
Thank you for your feedback. We have made attempts to reach you (left a voicemail message) to provide assistance. Please dont hesitate to reach out if you have any additional questions.
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