Business Profile

Cyber Security

Kroll

Headquarters

Complaints

This profile includes complaints for Kroll's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

136 total complaints in the last 3 years.
40 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/03/2025
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.
Kroll is the court-appointed settlement administrator for a class action settlement from which I want to exclude myself. Kroll makes this deliberately difficult by evading reasonable efforts to contact them.Neither the phone number nor the web form on the settlement website is a functional contact method. The phone number is nothing but a chat bot that regurgitates generic information from the website. The web form triggers an equally useless auto-reply form letter, sent from a no-reply email address that prohibits **************** resolve this complaint, the settlement administrator should contact me by email from a working email address with a receiving inbox that is monitored by a human employee who is capable of acting upon correspondence pertaining to the settlement.The deadline for this is April 7.***********************************
Customer Answer
Date: 04/04/2025
Please add to my complaint that Kroll is responsible for the content on the settlement website, which I and other class members rely upon for complete and correct information concerning the case. Kroll is serving a corrupted settlement agreement via this website. The document they are serving is missing a page, and duplicates multiple pages.
*****************************************
***********************************************************************************

Business Response
Date: 04/07/2025
Hello,
Thanks you for your email. To exclude yourself from the settlement, send a letter to the Claims Administrator that says you want to be excluded from the settlement in In re: **** ********** Cancer Center Data Breach Litigation, Case No. 23-2-24266-1 SEA (Washington State Superior Court for King ********************* your name, address, and signature. You must mail your exclusion request postmarked by Monday,April 7, 2025 to:
FHCC Data Breach - 83118
c/o Kroll *****************************
P.O. Box 225391
************ 10150-5391

Thank you.
Customer Answer
Date: 04/07/2025

Complaint: 23159089

I am rejecting this response because:

Business has not contacted me directly.

Customer Answer
Date: 04/07/2025
Business also has not fixed the problematic document.
Customer Answer
Date: 04/08/2025
The business DID NOT address the complaint. I stated clearly that the business needed to contact me directly in order to resolve the complaint. Business still has not contacted me.
Initial Complaint
Date:03/12/2025
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.
Pay settlement
Business Response
Date: 03/13/2025
Hello,

Kroll ************************* spoke with ****** ****** and explained the form required to obtain the benefits was received after a deadline and is still marked as deficient. If the heirship form is deemed payable or can be paid a call will be placed to inform Ms. ****** of the outcome.

Thank you,
Customer Answer
Date: 03/13/2025
I ****** ******,recieve a call from ********* today, we spoke about my reply being pass the August date,i inform him I call in June or July and spoken with someone.I(******) moved from *********************** the first week in August,I lost, misplace the form the form was pack somewhere?I have been dealing with a lot mentally,having to move ,just stress that complete summer, was heavy on me. I found the paper, call and ask if I could still return the information that was required, she put me on hold upon her reply she inform me (******) to complete the form and mail back as soon as I can.,I thank her .mail back.She updated my mailing address to ******************************************************I ask that as my father first ***** that you would please forward the amount that is due to my father (******).It is only myself and my sister **** E.******(that live in *****,********.) Thank You for being understanding. Sincerely,****** D.******
Customer Answer
Date: 03/13/2025
Just spoken with Mr.******-The Heirship Form states :Page #2-C;PLEASE INCLUDE "AS" MUCH INFORMATION "AS"POSSIBLE TO SUPPORT YOUR COMPLETED HEIRSHIP FORM:::I ****** return all information except court probate papers because there was no court papers, or any will or trustees I(******) explain we being BLACK and Poor Do Not have any WILL,ESTATE, THANK GOD he had enough money set aside to CREMATE him (******).as the form state "AS MUCH INFORMATION AS POSSIBLE TO SUPPORT--I. did send proof that ****** B. ****** IS MY FATHER!!!!.As explain I NOTIFY AT the number I had written down to please send me (******) another form never gotten ,just glad I found this form .PLEASE FORWARD THE CLAIM amount for ******,**** ******.That would be right!!.
Customer Answer
Date: 03/13/2025

Complaint: 23056675

I am rejecting this response because:AS I want the file to be review please ,as stated please enclose AS much information to VAILDATE proof that ****** B.****** is my father and I did . WE being black did not have a will,estate,but I sent death certificate, obituary, we do have his ASHES,what else!! just because you never sent me another form when I requested ,alone with my moving I should not be denied our right to obtain from the damage that was cause to my father.Again the said send what I could prove ****** was my father ,I did. Sincerely VIVIAV HARDENi

Sincerely,

****** ******
Business Response
Date: 03/21/2025
Hello,

The information required was as follows:

A valid form of picture identification from the person submitting this form, such as a driver's license.
Documentation supporting any requested change in name from the person submitting this form, such as a marriage certificate;
A death certificate of the Deceased Victim;
Either:
Valid proof that the potential heir is the current legal representative of the ********************** (i.e., an order from an appropriate probate court demonstrating the potential heir is the Deceased Victims executor or administrator); or
the Deceased Victims signed and dated will; or
the Deceased Victims family trust designating the trusts trustee(s) and Deceased Victims beneficiaries.
Documentation, such as probate court orders, *****, and trusts, that evidence the undersigned and the person(s) identified in paragraph B, above, succeeded to the Deceased Victims interests.
Any additional information to support any of the above documentation such as the Deceased Victims obituary.

Section 4 was not provided. This is the reasoning a deficiency is still on the record and a check cannot be adjusted.

Thank you,
Customer Answer
Date: 03/21/2025
I responded to the answer to their reasons.have not been reached again I did not except the answer that was supplied as I stated my form I requested never reached me before Aug,2024 I apply for a change of address,As I explain during my packing the misplaced form ,found papers during unpacking .As the form stated supply proof and I did.
Customer Answer
Date: 03/24/2025

Complaint: 23056675

I am rejecting this response because: As Kroll said that I Filed to supply the information that was requested .Copies was forward , of STATE OF ARIZONA DEATH CERTIFICATED,valid Drive licence, of myself.,obituary of my father. Please wh at can I do ,just wait for justice Ask for the required information that I did sent. My sister requested a form they never sent one..WE are entitle to payment. Check the calls from us last summer.u

Sincerely,

****** ******
Customer Answer
Date: 03/24/2025
Please view the original letter from kroll,as what to summit to verify that ****** B.****** is my father also **** ****** is my sister,when she reached out to them, they never responded,dont they record our calls.. they was sent a copy of death certificate and other information.
Customer Answer
Date: 03/26/2025
Hello,BBB,WHY did you not review the information ,you just taken the at their word without reviewing in my behave,****** Did supply the informatation that was requested .as they ask for all the proof to show ****** ****** is my father.,What is the procedure, for the next step on appeal ,your response,as you never review .That is my father, they are SCAM,SCAM and YOU are aiding them in this ILLEGAL SCAM>
Initial Complaint
Date:03/11/2025
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.
I am a class *** in ************ breach case, Kroll is the settlement administrator for the case. Under terms of settlement, service awards to class ***s in amount of $2,500 are to be distributed... In addition, individual claims with a monetary benefit of $25.00 are also to be distributed. I called Kroll today, 3/11, to check claim status, spoke wirh two ***s, advised they could not locate any claim filled under my name in data base. I am a class *** so my name is listed in court filings., needless to say, my name should be listed. My calls were to check claim. status as well as status of service award.
Business Response
Date: 03/25/2025
Hello,
Thank you for contacting Kroll ************************** *** confirmed Mr. ****** is a Class Representative and a check was issued and has cleared regarding this award.

Thank you,
Initial Complaint
Date:03/11/2025
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.
Kroll is processing a bankruptcy and distributions. The courts said 100% of claims would be paid. I have two claims for a total of $16,879.52. That should be paid per the courts. Schedule numbers for the claims are ******* and *******.I'm still waiting for a distribution but the amount indicated from Kroll is the check will be for $12,248.19. I have called and emailed asking for the discrepancy and if there was a previous distribution. They are unwilling to respond with that information.I want help pushing them to provide a justification for the reduction in distribution or provide the full distribution.
Business Response
Date: 03/13/2025
Hello,
A payment for the remainder of the full amount of your scheduled claims was attempted to be sent to you via Zelle on 10/11/2024 which has expired. As your e-payment is expired, a check was sent to you on 1/17/2025 at your last confirmed address on file with BlockFi. If your address has changed, please submit a change of address request.

All mailing address update requests must be made via the change of address ********* order to submit your change of address request, please follow the instructions at the following link: ********************************************************************************************** may also access the portal by visiting the Kroll website at ************************************************************ and following the Change of Address Request link in the *********** box on the right-hand side of the page or viewable by clicking MENU in the upper right-hand corner of the page.

In order for your request to be processed, you must provide your full name, prior mailing address, and new mailing address. You may also be prompted to provide additional information related to mailings you may have received from Kroll.

Please note that a confirmation letter will be sent to the old and new street addresses for confirmation purposes.

Once your change of address request has been received and processed, your check will be reissued to your new address in the coming months.

Further information, including access to court documents and important dates and deadlines is available at ***********************************************************.

Thank you
Initial Complaint
Date:03/10/2025
Type:Sales and Advertising 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.
In/about April 2024 I received a class action notice about ******************* breach. I had the option to file this claim online which I did and has been calling the office to check the status of my claim with no problem. Today March 10, 2025 I called and I am told that I dont have a claim on file.
Business Response
Date: 03/12/2025
Hello,
Thank you for your email. After a review Kroll ************************* can confirm no claim is on file for ******* *******.The deadline to file a claim was May 21, 2024. If a confirmation number starting with: WCF can be provided Kroll ************************* can review the record. If no confirmation number can be provided a late claim form can be filed for review. Attached is a form for your consideration.

Thank you.
Customer Answer
Date: 03/16/2025

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:02/01/2025
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.
I was part of this settlement but I never received the check and I only received a 1099. Contacted customer service manger multiple times and their response was we are not reissuing any checks. This is despite the court papers stating the reimbursement period is within ******************************************** an appropriate time ********** of the settlement: ******* ET AL V ************************* ET AL
Business Response
Date: 02/03/2025
Hello,
A payment for this Settlement will be issued February *******. A check will be reissued on that date.

Thank you,

Customer Answer
Date: 02/05/2025
Kroll.responded : A payment for this Settlement will be issued February 12, 2025. A check will be reissued on that date.
I will need more time to respond if I am satisfied or not.
i will reply once I receive the check.
Thanks!
Customer Answer
Date: 02/06/2025

Complaint: 22887736

I am rejecting this response because:
Kroll response is:,
A payment for this Settlement will be issued February 12, 2025. A check will be reissued on that date.
BBB wants a reply within 10 business days (from the date 2/2/2025) and I dont want to close the complaint until the check is received

Sincerely,

***** ****
Initial Complaint
Date:01/31/2025
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.
A former T-Mobile customer, I am apparently included in a class action settlement that is being handled by Kroll's *********************************** On 13 December 2024, I received an official looking email instructing me to register for identity protection services as part of my settlement. Two things about the email give me pause, however. First, it was sent from a domain "************" which is not obviously associated with one of Kroll's domains. Second, the email directs one to Kroll's dedicated website for the T-Mobile settlement for information, but, upon visiting the official website, one finds that the official website makes no mention whatsoever of any such email or offer of identity protection services. The official website simply reports, essentially, that the settlement is still pending. Since registering for the identity protection services involves disclosing virtually all of one's personal information, it would seem prudent to ascertain the veracity of the email before proceeding. In addition, a quick online search revealed many other parties that were concerned over the emails. As a result, I used the email listed for additional information on the official Kroll settlement page to inquire twice about the legitimacy of the email received. I received no reply to the first email, and received a seemingly automated response to the second from a yet altogether different domain that, once again, directs one to the official T-Mobile settlement page for more information, that page still containing no mention whatsoever of the identity protection service. I suspect that these emails are entirely legitimate, but I cannot explain why the official settlement website does not contain any mention of this part of the settlement! At the very least, Kroll's management of this matter seems highly unprofessional, and I want clear confirmation that these emails are not a scam before I divulge all of my personal information.
Customer Answer
Date: 02/11/2025
Dear BBB:
Thank you for your efforts. I have not received any contact from the company yet.
Sincerely,
***** ********
Business Response
Date: 02/11/2025
Hello,
Your claim was determined to be a valid claim for ************************** and we sent you an activation code which you should use at the website,***********************************************************************, to activate your Identity Defense Services.

Thank you.

Customer Answer
Date: 02/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and, on the basis of the confirmed information provided, I am satisfied that the emails in question were legitimate. As a result, this matter is resolved.
I will re-emphasize, however, that the minimal communication from this business does not inspire confidence in their professionalism. Why do they not update their official website with this information, thereby saving everyone a lot of trouble? Why do they not respond to emails sent to the email address that they provide for questions? I cannot answer these questions, and apparently they can't either. I'm not impressed.
Sincerely,

***** ********
Initial Complaint
Date:01/21/2025
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.
I am a client involved in the T-Mobile Data Breach and *********************** is my attorneys. I received an email from their office informing me that they had settled my case with T-Mobile. The email went on to state, "You will soon receive an email from Kroll ***** who is administering this settlement, detailing the monetary and non-monetary benefits available to you and how to claim your benefits. We thank you again for your patience while we negotiated the settlement of your T-Mobile Data Breach claims."Several months have passed, and I never received any communication from Kroll **** I have sent several online contact form messages and emails and received no response. To date I have received no payments or correspondence explaining what my settlement details will be. It is very dissapointing and unprofessional to be ignored by a company that is paid to administer settlements to clients.
Business Response
Date: 01/24/2025
Hello,

An email notification was sent to the claimant in January 2023 to file a claim of which was sent to ********************* No submission was made; therefore, a payment was not issued.

Thank you,
Customer Answer
Date: 01/24/2025

Complaint: 22841261

I am rejecting this response because:
Kroll ***** response is not accurate and I reject their response. I received an email from the law firm ******** that represented me in this data breach matter 1/12/2023. In that email, the firm informed me that a settlement had been reached on my claims agains T-Mobile. I would be receiving an email from "Kroll Inc, who is administering this settlement, detailing the monetary and non-monetary benefits available to you and how to claim your benefits." I did not received an emaiil in January 2023 from Kroll **** When I had not received any email correspondence from Kroll **** by 6/12/2023. I reached out to Kroll **** via email to inquire in the settlement money and benefits. To this day, I have yet to receive any email response from Kroll **** My attorneys had a legal binding contractual obligation to represent me in this matter. The attorneys assigned Kroll **** to be responsible for admistering the settlmenents to their clients. Kroll **** has failed to uphold their obligations. I have attached emails that show I communicated with the Millberg Law firm in January 2023, not Kroll **** At the end of the day, I am still owed an explanation as to why I have not received my settlement benefits. What has happened to those funds? How can I still file to receive these settlement benefits? Kroll **** drop the ball on this situation, not the client.
Sincerely,

***** ********
Business Response
Date: 02/11/2025
An email notification was sent to the claimant in January 2023 to file a claim of which was sent to ********************* No submission was made; therefore, a payment was not issued.
Customer Answer
Date: 02/11/2025

Complaint: 22841261

I am rejecting this response because: Once again, I will reiterate my rejection of Kroll's response! Kroll **** Did not send an email in January 2023, this is false. The law firm i hired to represent me in the arbitration against T-Mobile, emailed me. To inform me Kroll is responsible for distributing my benefits and payment. There was no claim to file. As the law firm had already successfully finished arbitration on my behalf. It was Kroll's responsible to contact the claimant to explain my benefits. They failed to do so. To date i have not received the arbitration payment i was entitled to. I have attached emails I received from my law firm. Also I attached email ?? communication i sent to Kroll to inquire. They failed to respond.

Sincerely,

***** ********
Business Response
Date: 02/24/2025
Hello,

The consumer was on the original notice list from back in January 2023. Since there was no response, they were not sent payment. The deadline to respond passed. Please note that we did not receive any communication from this claimant through the website, general line, nor email.

Based on other recent communication with the consumer, we sent him a payment on 2/11. The complaints you attached predate the payment date, so this matter should now be resolved.
Customer Answer
Date: 02/27/2025

Complaint: 22841261

I am rejecting this response because: To add insult to injury in this matter. Kroll **** refuses to take responsibility and accountability for being wrong in this matter. The only reason I received a payment 2 years after the fact this year 2025. Is because, I filed a grievance with the ATTORNEY REGISTRATION AND DISCIPLINARY COMMISSION against ******* Law. ******* Law instructed this settlement administrator to release the payment. Kroll **** response stating that I did not receive a payment because I did not file a settlement claim is not accurate and untrue. My case with T-Mobile was settled by way of Arbitration. Which made me exempt from the class action settlement. There was no settlement claim to file in this matter. I have attached an email I received from ******* Law from July 2022. Instructing me not to file a claim. It was Kroll ****'s job to contact me in January 2023 to have the abitration settlment payment released to me on ******* Law hehalf. Kroll **** failed in their obligations to do so. I reiterate that I am rejecting this response because this administrator does not want to accept accountability for dropping the ball in this matter. I was ignored by Kroll **** for 2+ years before a payment was released.

Sincerely,

***** ********
Customer Answer
Date: 03/20/2025
Kroll **** is not taking accountablity for being wrong in this matter. Kroll **** is lying and did not send me any communication in January 2023. I have attached several emails of my attempts to contact Kroll **** I feel other consumers need to be aware of this companies poor communication skills. I stand by my complaint against this company.
Initial Complaint
Date:12/27/2024
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.
In re: FTX Trading Bankruptcy claims, I have uploaded proof of address many times with the requested documents however it still does not upload. **************** representative support line only seems to answer in redundancy without solving the issue.
Business Response
Date: 01/03/2025
Hello ********,

We would be happy to try to resolve any issues you are having updating your address but require additional information to do so. In order to further assist you, please confirm if you are referring to uploading proof of address documents for the FTX Customer Portal *** process, tax document requirements for distribution, or for the ******************** Provider selected.

As the claims and noting agent for FTXs chapter 11 cases, Kroll does not have access to the *** portal. Please refer to the **** below, which provide additional information regarding various ***-related topics: *********************************************************************

Additionally, **** regarding tax requirements can be found here: ************************************************************************* and information regarding the ******************** Providers, can be found here: **********************************************************************.
As mentioned above, if you are able to provide more details regarding the issue you are encountering, we will be better able to direct your inquiry. Please feel free to reach out to ************************************* or ************ for additional assistance.
Initial Complaint
Date:12/26/2024
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.
In BBB complaint # ********* the company said they would mail a check shortly. Kroll said they agreed my bank payment was unsuccessful.I tried to contact Kroll by the website.I still get message all payments were sent by ACH, and that I need to request a paper check. I want Kroll to tell me time frame when will they mail my check. Please have Kroll confirm they will mail a paper check. And they should update status on their website of this. Claim # WCF0000225 Class member # *****DMQ5235Z
Customer Answer
Date: 01/09/2025
Attached is the copies of Kroll payment received on 1-09-2025 by FedEx.

The matter is now considered resolved. The payment was 8.97. Was mistaken about a $50 payment.

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