Complaints
This profile includes complaints for Kroll's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 142 total complaints in the last 3 years.
- 47 complaints closed in the last 12 months.
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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:07/25/2025
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.
Waiting on 2021 **** Settlement for years, submitted some documentation showing my data was breached/showing identity theft. Settlement approved with distribution starting in April, then May 2025. No problem! I am not impatient. Received a tax form 6/20/25 confirming my settlement amount has been determined and it is over $600 so return W9 by 7/7. Returned next day via certified mail. Patiently waiting while many others report receiving their (greater & smaller) settlement amounts. I have emailed Kroll multiple times. I received the only correspondence from them in 3 successive emails on 7/21. First response says "please file a claim (my initial email CLEARLY included my ************* ID#) for this settlement, the deadline is Jan. 2023" it is July 2025. The next response says they cannot tell me **** because distribution has not begun (categorically untrue) & the 3rd emails says "Your claim is approved of ($EnterAmt)" like they forgot to add the dollar amount. I am not in a hurry, I would like to know the anticipated amount & AROUND what date I can expect it. I have a letter saying the amount has been determined but I did call once this past Tues. 7/22 and provided my class ID If I received a coherent response from Kroll to any of my MANY emails I would not be complaining. It is the horrible lack of communication that is REALLY frustrating & unfair. Claim# WCC0785698.
Business Response
Date: 07/28/2025
Hello,
Thank you for contacting Kroll ************************** Your inquiry is related to the T-Mobile Data Breach and your claim number is: WCF0785698. Your W9 form was received by our office and is under review. Checks to valid class members who submitted ** forms will commence shortly.
Customer Answer
Date: 07/28/2025
Complaint: 23654005
I am rejecting this response because: this is the same non-answer Kroll has given since April/May. I know my claim # and that my W9 was received, it was sent certified mail. There is no additional information/answer in this response. How is it some people also waiting are at least given an estimated date. Are payments issues by amount? Or alphabetically? or by method of payment? Does Kroll need something from me? Trying to get an idea if this will be a weeks process or (more) months.Sincerely,
****** **********Business Response
Date: 07/29/2025
Thank you for your email. Currently, nothing further is required form you. Your check for the T-Mobile distribution will be issued in August.Customer Answer
Date: 07/29/2025
Better Business Bureau:
I dont have much recourse but to accept. I still do not have what I asked for which was simply a date & amount. Thank you BBB, Kroll could have handled this planned distribution MUCH better. 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:07/14/2025
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 am filing this complaint to serve as proof of my attempt to resolve the issue with kroll and may be used legally to verify my attempts . Kroll was the case administrator for my claim within the T-Mobile data breech case . There have been significant problems with kroll not responding , not following there responsibilities and denying claims that meet the criteria. First the official site for the settlement stated the denial letter would be sent to physical address and it was not . The letters supposedly started in October however kroll told me they sent mine in August to a email. Thia is a clear violation of there stated official timeline and processes . Secondly kroll denied my out of pocket claim but approved the lost time part. Isn't that contradictive to itself . If I had no loses , then how did I have lost time ? Repeatedly kroll had not responded to my emails where as I needed to send further info at the time of filing and they did not respond to numerious calls up until the phone line stopped working all together while the claim was open .this is just some of the things. Currently it is beloved that all folks who filed out of pocket were denied . And only received 200 dollars roughly . I am aware of this because there's a group online who have discussed it all together and find it very unbelievable. I've also checked the requirements for the claim and krolls responsibilities and it seems my claim actually should have gone thru as I have had another administration review it and explain to me krolls responsibilities. Kroll is simply to check that all things were supplied and they were and the administration has said that I absolutely need to write a letter to the judge that he will endorse . I however believe in giving people the opportunity to right there mistakes . So that's what you should do .Business Response
Date: 07/15/2025
Hello,
Per the consumer benefits plan, deficiency notices could be sent via email. An email was provided with your claim and the deficiency notice was sent to you in fall of 2023. We are showing that the email was successfully delivered. Additionally, for Lost Time not related to qualifying Out-of-Pocket Losses (Self-Certified Time), you may receive reimbursement for up to 5 hours at the Reimbursement Rate.
The October 2024 notices mentioned in your response were sent to claimants who replied to their deficiency response.Thank you
Initial Complaint
Date:07/10/2025
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.
06/24/2025 , Kroll Settlement Payout ****** -They are withholding $282.74 I recieved from a settlement.-They haven't returned calls or followed up w/me after I have called 4x over the last 3 weeks and sent emails.Business Response
Date: 07/10/2025
Hello,
Thank you for your email. Kroll ************************* sent an ACH/Direct Deposit payment to the account on file on June 20, 2025. If the payment fails Kroll will issue a paper check to the address on file. Typically, failures of payments take ***** days to process.
Thank you for your patience.
Initial Complaint
Date:07/09/2025
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 havent received the payment I understand payments were distributed on May 16th, 2025. The responses via settlement website contact us page have been no help this is my third time reaching out about the payment. Your website is currently saying Your payment is being processed. You cannot change your selection at the moment. I have reached out several times and will have to contact an independent lawyer to help me recover the funds since I have not been paid. The second chance payment has been processing since July 3rd, 2025 and it says it still is processing to this day July 9th, 2025 when I use the link provided to me to provide updated information.Dear ********,You elected to receive your $119.57 ********* v. ************************************** Settlement via Zelle.Our records show that your Zelle payment expired. This means that the phone number that you provided is not currently enrolled with *****, and you did not enroll within 14 days of the attempted payment.The good news is that you have a second chance to receive your payment. Please click on the link below by July 10 to choose another method for receiving your $119.57 *************************************************************** If you choose to receive ******* Venmo, Zelle, or Mastercard payment, you will receive an email or text message with a payment verification code to confirm your selection. If you choose to receive a payment using your email address, but you do not receive the verification email, please check your spam folder. If you have any questions, please call the claims administrator at **************.Business Response
Date: 07/09/2025
Thank you for your email. Kroll ************************* has received your second chance email and payment is scheduled to be sent to your ***** account on July 11, 2025. Thank you for your patience.Customer Answer
Date: 07/11/2025
Complaint: 23574497
I am rejecting this response because: I still have not received my payment even though I submitted my second chance well within the timeframe provided. It is not my bank holding the process up as Zelle payments are made available immediately. The settlement website updated but I did not get paid even after waiting several days after being stuck on processing.
Sincerely,
******** ******Initial Complaint
Date:06/28/2025
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.
So I have been waiting for my payment from the T-Mobile data breach settlement for over three years and payments have supposedly went out! I was told by Kroll administration I would recieve mine on June 20th 2025 to my venmo account and I have not gotten anything! I have called them 6 times and get nothing but lies and runaround saying that my payment is pending and could take ***** days when other people have been getting theirs right away. Now every time I call I get hung up on and can not get a clear answer to when i will receive it! Kroll is doing this to thousands of people I have seen on ******** and Reddit posts and feeding them the same load of lies. I want something done to recover my money and damages for having to waste my time calling and stressing over this payment.Business Response
Date: 07/02/2025
Thank you for your email. Kroll *************************s records indicate a payment of $56.54 was sent via Venmo to ********************** on June *******. If this payment has not been receive please reach out to ***** to confirm receipt. If ***** cannot account for the payment a paper check can be reissued after the Venmo payment is confirmed failed. This generally takes ***** days.Kroll ************************* will place a paper check reissue request in regardless to ensure a delivery.Initial Complaint
Date:06/18/2025
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 tried contacting Kroll numerous times without success. I called the number on the check stub ************ but cannot get past the automated system because it no longer is recognizing the ** number on the check stub of 831311575X6P9. I then tried calling ************ multiple times and spoke to *******, ****** and lastly *******-Supervisor who all said they would have to have someone call me back. No one has called me back. It has not been over a month since I received the check and cannot speak to anyone to clear up the discrepancy on the amount of the check. It is not right that Kroll waste people's time like this. It is not ok that the company have no regard for people and not provide a way for someone to get in touch with them. According to the email the check was supposed to be $200. The check received is only $120. I need a manager from Kroll to call me to discuss this. I can be reached at ************ ****** *****.Business Response
Date: 06/20/2025
Hello,
Kroll ************************* spoke to Ms. ****** It was explained that a 40%reduction was for attorneys fees which was explained in the retainer agreement. Kroll ************************* will send a copy of the agreement to Ms. ***** for review.
Thank you,
Customer Answer
Date: 06/20/2025
Complaint: 23484679
I am rejecting this response because: As of yet I have not received the copy of my signed agreement as promised.
Sincerely,
****** *****Customer Answer
Date: 07/01/2025
I received a voicemail from ** @Kroll on June 20th telling me that he would have a copy of the contract I signed stating they would deduct 40% of my settlement in a couple days. It is July 1 and as of yet I have not received a copy of the signed contract or a call back from **-Director of Claims. I called the number he called me from and it only allows you to leave a message it does not go to a live person. I left a message and got a call back from a random overseas person that had no idea who I was or my situation. When I asked for ** he did not know who that was either.
Since I cannot get a hold of ** directly I am reaching out via BBB since that is the only way Kroll answers.
I would like a call back asap or the difference owed on the payment made.
Business Response
Date: 07/08/2025
Hello,
Ms. ***** was provided with the retainer agreement requested on July 8, 2025 via email.
Thank you.
Customer Answer
Date: 07/09/2025
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:06/17/2025
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.
Kroll ***************************** is the settlement administrator for Ariza et al v. Luxottica Retail *************. I am a participant in this class action (Claim # WCF0135299). I have not received my distribution from this settlement. I have made multiple efforts to notify Kroll that I have not received payment, and all have been fruitless. Their last reply to my message of 6/16/25, in pertinent part: "Thank you for contacting us regarding ***************** Retail *************. Distribution checks were mailed. Please deposit or cash your check as soon as possible. All outstanding checks will be deemed void after July 16, 2025. Please follow the instructions on the check you received."I. HAVE. NOT. RECEIVED. A. CHECK. I cannot make that any clearer, via telephone or written word, nor can I deposit or cash what I have not received. I would like the mailing date(s) of any mailing(s) to me from Kroll, as the ****************************** has not received, scanned, or delivered any such mailings. I ask that Kroll review its records and promptly transmit the funds to be provided to me as part of the settlement agreement. A prompt resolution would be appreciated; no more auto-reply, non-responsive ("copy/paste") communication.Business Response
Date: 06/28/2025
Hello,
Kroll ************************* shows a payment of $84.81 attempted via ACH in April 2025. If this ACH has failed Kroll ************************* will reissue a paper check in the mail. The potential failure will be reported to Kroll by July 15, 2025. After that time if a failure is reported a aper check will be issued.
Thank you
Customer Answer
Date: 07/03/2025
Complaint: 23479058
I am rejecting this response because: I have no idea where Kroll is attempting to send payment "via ACH" as any deposit information provided to them would still be accurate as of today's date. Further, I had previously communicated to Kroll that I had not received payment, and was told by Kroll that a paper check would be forthcoming, as well as to "deposit the check I had received." Regardless, I would like a paper check issued to my previously provided residential address so this matter may be concluded. Thank you.
Sincerely,
**** *******Business Response
Date: 07/08/2025
Hello,
Thank you for your email. The E-Payment is confirmed failed and a paper check will be issued shortly.
Thank you.
Customer Answer
Date: 07/11/2025
Complaint: 23479058
I am rejecting this response (in part) because: Response is rejected until payment is received.
Sincerely,
**** *******Initial Complaint
Date:06/11/2025
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.
A check was made out to my son who is a minor and he has had trouble cashing it. No one will let me deposit for him because his name is on the check. A giftcard or a reissue of the check with both our names so it can be cashed is what Im asking.Business Response
Date: 06/12/2025
Hello,
Thank you for your email, in order to have a check reissued in your name please send us a written request with the reason for your reissue request, a birth certificate and your identification in order for us reissue the check. The last reissue date for this Settlement will be the first week of July and therefore we need this information by the end of the month.The documentation can be emailed directly to ***************************************** by June 30th.
Thank you,
Customer Answer
Date: 06/12/2025
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. Documents will be emailed right now.
Sincerely,
*******/****** *******-*********Initial Complaint
Date:06/09/2025
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 is the settlement administrator for the somnia data breach. I am a disabled veteran and that is my only income because I can't work due to my injuries from ***********. I have tried contacting kroll via their website insomnia data incident, I emailed them I've called them. No responses no return calls no return emails. I'm trying to find out when I can get my money I'm a class representative and I am going to lose my truck I'm starving to death I need this money desperately I don't think people understand. Today I was on the phone for almost 3 hours The first phone call I was transferred to eight different people and never got any response at the very end I got an extremely rude customer service lady. She asked me what was going on I explained my situation and before I ever explain my situation she was already transferring me to another department So that would have been 9th department I was transferred to and whenever I got to that department it wasn't even the right department and nobody would answer so I had to hang up and start over. The second time they put me on hold and hung up on me never even answered the third time I called back they did the same thing. This is unacceptable.. The very first phone call also one of the ladies told me that the somnia incident didn't even show in her system. So she said there's no case against them which if there is but she wanted to argue with me and she thought she was correct. I want to know when I can get my money I'm a class representative I'm owed this money and for them not to answer is not acceptable I'm a disabled veteran and I haven't eaten in this will be the fourth day and they're going to take my truck and nobody will answer I need an answer this is emergency.Business Response
Date: 06/09/2025
Hello,
Kroll ************************* is not the administrator for this particular Settlement. A call was placed to Mr. ******** and a web address was provided for the administrator
Thank you
Customer Answer
Date: 06/09/2025
Better Business Bureau:
I had gotten the wrong information. Kroll is not involved. Please remove this entire complaint I was told the wrong information they are not involved please remove this entire complaint I need it removed they do too
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:06/09/2025
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 filed a claim **** vs ******* and sent the clarification the address stated in a timely manner. The envelope was returned by **** as no delivery possible. I contacted KROLL the settlement administrator ** ******** who was extremely unpleasant and defensive as to my timely mailing which he could not reject as I had a copy of the returned envelope. My claim had to be submitted as a result and I was assured by ** ******** that claims were being processed. I received the final decision today that my claim was rejected. I contacted the defense attorneys to alert them that the the issue so they are aware. I will alert them that court as well as ** ******** not only closed down the mailing address before the final date and very possibly could have rejected other claims as a result. The hostile and defensive posturing by ** ******** is not encouraging as to a fair and honest review of my claim.Business Response
Date: 06/12/2025
Hello,
Thank you for your email. The claim in question was accepted as a timely claim. The rejection of the claim was based on Ms. ****** not being identified as a member of the Settlement Class. For ease of reference, the address for the Clerk of the Court is:
******* B. ******* Federal Building & ************************
***********************************************
**********************************************************************************************Customer Answer
Date: 06/12/2025
Complaint: 23443421
I am rejecting this response because:The issue is a two fold one. KROLL claims are processed by ** ******** without any apparent oversight.
The first issue is regarding the mailing address for Claims that was closed down earlier than the settlement guidelines stated and this was done ** ********. Therefore, it is highly possible that many claims that were mailed to the correct address were returned to sender, and those claims were never processed as a result. I did pursue this question and **************** extremely hostile and advanced defensive, posturing, and even accusatory statements regarding my valid mailing that was confirmed by the return to sender by ****. There was no alternative, but to accept the claim as valid
I was assured that Claims were being considered and mine was valid, but this was only after I provided evidence of correct and timely mailing. On June 9, 2025 I received an email from a no reply address that my claim was denied.
In light of the hostile stance by the claims administrator, I have little confidence in a neutral review or fair assessment of my claim, which was the lowest amount possible for $400. I provided ***************** numerous documents, reflecting the infringement on my credit card accounts and other fraudulent evidence as a result of the breach by the defendant.
I have alerted the court clerk for the presiding judge to this issue, and the fact that there is no question as confirmed by **** that the mailing address stated on the claim form was shut down earlier than the date indicated and my envelope and possibly many others were returned to sender without those claims being ************
Sincerely,
********* ******Business Response
Date: 06/13/2025
Hello,
Thank you for contacting Kroll ************************** This response is final, and further correspondence will not be responded to. The claim in question was accepted as a timely claim. The rejection of the claim was based on Ms. ****** not being identified as a member of the Settlement Class. For ease of reference, the address for the Clerk of the Court is:
******* B. ******* Federal Building & ************************
*****************************
**********************************************************************************************Thank you
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