ComplaintsforKroll

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kroll was selected to administer the BlockFi bankruptcy, including processing claims. They have little to no interest in actually helping claimants. They sent me incorrect deadlines regarding withdrawals. They repeatedly send the same boilerplate response to my emails and never actually answer my questions. I, along with so many other claimants, are stuck in purgatory with limited and unreliable information from Kroll. They are taking 90 days to process simple withdrawal requests, and are forcing unreasonable fees on claimants, who have no choice but to use them.

  

  Business response

  04/18/2024

   

   

  Hello,

             Kroll is the claims and noticing agent for BlockFis chapter 11 bankruptcy proceedings in the ** and, in that capacity, assists with many administrative functions, including maintaining the official record of claims in the chapter 11 case.  Kroll does not have access to BlockFi customer accounts or the ability to process customer withdrawals.
  
  ********************** responds to all inquiries received based on the information available at the time, and our records indicate that we responded to your inquiries consistent with this information.  Due to the evolving nature of BlockFis legal proceedings (and those of BlockFis foreign affiliates), certain dates and deadlines may change.  We encourage you to check our case website for the most up-to-date information (************************************************************).  If you would like to contact us again at ***************************************** or ************ (toll-free)/************ (international), we will have a supervisor address any remaining concerns.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm enrolled with Kroll currently. Sadly 2 data breaches from 2 companies have caused much headache. I realized when my credit card alerted me someone was trying to open a loan in my name, it got my attention. The notice came from my Capitol One card. I called Kroll pretty disappointed to be honest. If they are doing the high priced monitoring why did I have to find the breach and show it to them? Kroll advised me to freeze my accounts, fair enough we took care of that. On March 15 I got a denial letter for a loan from **** of America. (This letter was for a loan denial.) I called Kroll today 4/12/24 and asked can Kroll do anything to help track down who has my e-mail handle? Nope. This e-mail handle is more than 25 years old and will be a nightmare replace. Too bad said Kroll we only help your financial issues. Well if you ask me Kroll isn't worth the money. Freeze my accounts and no other help. What a lousy, lousy bit of support Kroll. Had I paid for this service I'd ask for my money back to be honest. I feel exposed, cheated and this big brother Kroll that was going to make everything better did the minimum and sent me on my way.

  

  Business response

  04/17/2024

  On Friday, April 12, 2024, a Kroll agent reached out to ************ to address any present concerns. Unfortunately, Kroll is unable to remedy issues concerning email accounts. However, ************ was provided with steps that can be taken to reduce risk going forward. 

  Customer response

  04/17/2024

   
  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

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was alerted by Kroll of an identity theft/ fraud issue that could have grave effects for me. I have waited on hold for hours on the phone line provided and I always get disconnected before reaching a person.

  

  Business response

  03/04/2024

  On February 26,2024, a Kroll agent reached out to ************** via phone to assist with his account and answer any questions that he may have. All concerns have been addressed and resolved.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Received notice on or about January 25 **** that dental insurance provider experienced a data breach, that information was accessed and acquired without authorization between 5/27/23 and 5/30/23. The dental insurance provider in response was including 2 years of monitoring at their cost, utilizing Kroll monitoring services. Attempted to create the account w/********************** via website using provided account ID in the letter. I was unable to create the account, received error Were experiencing technical difficulties. Please try again later. If the problem continues, please contact ************************************** "After numerous attempts to create the account and receiving the same message, sent email on 1/31/24 at 10:07 a.m. CT with screen shots of every page in attempt to set up the account on website, including error message, to ************************************** I received NO RESPONSE.called the support number ************ On 2/1, was told to try again in the next day or two. As of 2/5, still unable to create account. Called the support number on 2/5/24 in the morning and reached ********. She indicated she was escalating the issue and someone would be reaching out to me.No one reached out to me. Called back on 2/6/24 at 9:15 a.m. CT, and reached ******* (?? Heavy accent, not sure if name is correct). ******* indicated the issue would be escalated and someone would be reaching out to me.As of 2/12/24 no one has reached out to me. I called again 2/12/24 8:50 a.m. CT and spoke with **** who said they would escalate. Again.The instructions I received in original letter suggested not to contact the credit bureaus until the Kroll account was set up. I will be contacting the credit bureaus today even though the Kroll account is not set up. I will also be contacting Delta Dental to let them know this vendor they chose to work with is not taking care of the issue in a timely manner.In a nutshell, Ive contacted Kroll 5 times since 1/31/24 and have received no assistance.

  

  Business response

  02/14/2024

  On February 14,2024, a Kroll agent reached out to ************ via phone to assist with her account and answer any questions that she may have. **************** concerns have been addressed and are now resolved.

  Customer response

  02/20/2024

   
  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

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was contacted via mail dated 12/22/23 by my mortgage service provider LoanCare, to inform me that my personal information ( name, address, SSN, ************* were obtained by an undisclosed bad actor in a data breach event that happened on or around November, 19 2023. The letter goes on to inform me that Im being offered free credit monitoring by Kroll. In this letter are instructions on how to sign up for Kroll services. When following the instructions the Kroll web site, entering my information returns a message that my name and information is not recognized by their system for free services and Im asked for a credit card or other form of payment to enroll. Calls to Kroll to ask about this error resulted in hold times exceeding 20 mins on two occasions, and no person I have been connected to on three attempts has provided any useful information or satisfactory results.

  

  Business response

  02/20/2024

  
  On February 9 and February 12th, 2024, a Kroll agent reached out to ************** via phone to assist and answer any questions that he may have. The agent has been unable to reach ************** to resolve and present issues. A voicemail message has been left with contact information for ************** to reach Kroll for further assistance.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This January we received a data breach letter from Delta Dental that offers Kroll as protection for identity monitoring services. We have received similar letters previously from other organizations' breaches and have already enrolled in Kroll services. On our credit reports we were notified that our social security numbers, birthdates, driver's license numbers, email accounts and passwords were found on the dark web. We recently (December 2023) received phone calls from someone (identifying us by name and listing our social security numbers and birthdates) posing as a collection agency trying to get us to send them money for a loan taken out in 2016. We immediately put fraud alerts on our credit accounts. We tried to extend Kroll services for this current breach but were told they can only offer their services if we create other new emails. We already have created 2 new emails, one of which was cancelled by the internet supplier for lack of use. We want Kroll to find a way for us to use our current email accounts instead of continually creating new emails. Data breaches are not diminishing--they are increasing. Kroll needs to improve their business model to accommodate these occurrences. Their customer support is highly inadequate. We contacted them twice, asking for escalation, but have never received any contact in return.

  

  Business response

  02/13/2024

  On February 13, ****, a Kroll agent reached out to Mr. and *************************** via phone to assist with their account and answer any questions that they may have. All concerns were addressed and resolved. 

  Customer response

  02/15/2024

  We were contacted by a Kroll representative, who arranged for us to create an account with them for this latest data breach via mail rather than over the internet, which would have necessitated creating new email accounts for each of us.  This was satisfactory for us, and we wonder why this wasn't offered to us in our numerous calls to their customer support center.  We're sorry it took a BBB complaint for this to happen, but we're satisfied with this outcome and cooperation from the company.  Thank you to BBB for this platform to obtain an amicable result.

  Customer response

  02/15/2024

   
  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

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email yesterday from Kroll stating... "A change has been detected in your credit file. We monitor your credit file for changes such as new credit searches, new accounts, changes in address or public records. Please log in to your account to review details of the alert and recommended actions." I've called Kroll multiple time only to be on hold for over an hour with no answer. This is frustrating and need a response as to why I received the email and how to resolve it.

  

  Business response

  02/13/2024

  On January 35, ****, a Kroll agent reached out to ************** via phone to assist with her account and answer any questions that she may have. The concerns have been addressed and resolved.

  Customer response

  02/13/2024

  I'm grateful for BBB in getting Kroll to respond to my complaint and yes, Kroll a agent reached out to me but not from the department that I was initially told to contact and call, that department that I was on hold 3x with the first two times being over 2 hours and never was connected.  By chance I tried a Kroll department in ****** and that agent retuned my call and then sent me an email and assured me that if I have any other issues all I need to do is to respond to the email thread that we have started.  The agent told me that the information Kroll gives to the public to contact them is not clear and she walked me though the process which no customer would have ever have figured it out on their own.  The agent told me that from now on  just respond to the thread she initiated and she will make sure that all my concerns were addressed.  I wanted to add this information because there are many others who are trying to reach Kroll but they have made it difficult for customers to do so. In their response to BBB they are not taking accountability for the difficulty in getting through to a customer service rep and that issue still is has not been resolved. 
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was notified September 30, 2023 of "an event" that involved my protected health information and the health care provider who had secured the services of Kroll to provide two years of identity monitoring services at no cost to me for which I signed up for with the provided membership number.Now when I attempt to sign in to Kroll the web site indicates:"Our records indicate your account is no longer active. If you believe you have received this message in error, please contact member services at *************************************."Attempted to contact Kroll with zero reply.

  

  Business response

  02/07/2024

  On January 29, ****, a Kroll agent reached out to **************** via phone to assist with his account and answer any questions that he may have. All issues are now resolved. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received notice about a month ago that our mortgage servicer experienced a data breach and that our information could have been leaked. The mortgage servicer in response was including 2 years of monitoring at their cost, utilizing Kroll monitoring services. I first confirmed that the message was not scam by confirming with our mortgage provider online and by phone. I then immediately created the account using the provided account ID in the letter. Created the account but received errors "verifying my identity". I spent the following days, totaling near 6 hours over the phone attempting to resolve the issue. Being placed on hold for 1/3rd of that time and talking with multiple people. They asked that I contact Experian and their feedback was that they could not even find my account to exist with **********************. After the near 6hrs of back and forth, Kroll said they would make a service ticket and to try back in 3-4 business days. I attempted to try after that time and could not access my account anymore "userpool does not exist". Spent another couple days and 1-2 hours over the phone with multiple representatives all for, "service ticket created try back in 2-3 days". Attempted again after the requested wait time and still the same error. At this point, which was one week ago, I sent an email explaining my frustration with all the issues, requesting a manager or supervisor reach out to me by phone or email to explain what is going on and when I can expect a solution. As our private information is input into a non-functioning account that I cannot even access. It has been over a week since my latest attempt to contact them and I have yet to receive any feedback. At this point I was wanting to remove my private information from them and delete my account, because I do not trust my information with them at this point, but I cannot even access my account to do this.

  

  Business response

  01/22/2024

  
  On January 16, ****, a Kroll agent reached out to **************** via phone to assist with his account and answer any questions that he may have. ************************ concerned are now resolved.

  Customer response

  01/24/2024

   
  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

  01/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Can't enroll in Kroll Monitoring

  

  Business response

  01/09/2024

  Thank you for your feedback. We were glad to be able to connect with you on today to help address your concerns. Please dont hesitate to reach out if you have any additional questions.

*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. ↩