Complaints

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

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• 

  Kroll

  1200 Broadway Ste. 711 Nashville, TN 37203

  
• 

  Kroll

  600 3rd Ave Fl 4 New York, NY 10016-1919

• 

  Kroll, Inc.

  125 High St, 30th Floor Boston, MA 02110-2704

• 

  Kroll

  1700 Pacific Ave Suite 1600 Dallas, TX 75201-4617

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:08/13/2025

  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 filed my T-Mobile data breach claim form years ago and decided to follow up with them July ******* via email since I have been following my case and from what I have been told payments should be being disbursed so I wanted to see if that was accurate. I called them since I hadnt gotten an email back and they told me they did not receive my claim form and to submit another claim and form (late claim) which I emailed. Once following up 7/30/25 they told me the claim form must be mailed with an explanation of why its late so I mailed it same day. Its 2 weeks later and still have no response or update on my claim or payment. Its ridiculous.

  

  Business Response

  Date: 08/13/2025

  Thank you for your late claim submission. These records are kept on file however no determination has been made on their eligibility.

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23741629
  
  I am rejecting this response because: having my claim on file stating it was late when the original was sent years ago is unacceptable. So why would you tell me to file another claim late then state that the claim just basically sits on file. Thats ridiculous. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 08/21/2025

  Thank you for your email. After review no timely claim is on file. Late claims are kept on file and subject to approval. No determination has been made on this late claim to date.

• Initial Complaint

  Date:08/13/2025

  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.

  Im just trying to see when Ill receive a settlement check from Kroll

  

  Business Response

  Date: 08/13/2025

  Please provide your claim number and the Settlement you are referring to for your request to be researched.
  

  Customer Answer

  Date: 08/13/2025

   
  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:08/13/2025

  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 part of the T-Mobile data breach settlement. On June ******* I received my W9 form requesting my information for payment. That was sent back June *******. I reached out to the settlement company about the **** Box being possible wrong and spoke to a supervisor who confirmed my member ID *************** and confirmed a new form would be mailed in case the first one does not make it. That same week I received a letter stating there was a double entry and my claim was cancelled. No other explanation. On June 26th 2025 I sent a certified letter requesting information about this double entry. I have heard nothing back.

  

  Business Response

  Date: 08/13/2025

  Thank you for your email. A check was issued to the address we have on file on August 13, 2025.
  

• Initial Complaint

  Date:08/13/2025

  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 was told by a good friend that works for T-Mobile what had happened and she advised me to do this class action because she said more than likely some of my information was probably out there. I have two children, I dont need nothing of mine to be given out! Im very upset! And why didnt anyone else tell me about this like all the people Ive talked to on the phone?! Unacceptable!

  

  Business Response

  Date: 08/13/2025

  Thank you for your email. The filing deadline for this Class Action Settlement was January 2023. Late Claims are available on the website: *********************************** in the documents section.
  

• Initial Complaint

  Date:08/12/2025

  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 filed with kroll for a settlement with T-Mobile I was told I was to receive ****** on the 7/7/25 and they told me then my payment had failed and a check would be sent. I can not get any answers since then nor reviewed my payment. My claim number is 585002TLQC2LA. They have been giving everyone lies and excuses.

  

  Business Response

  Date: 08/13/2025

  Thank you for your email. A paper check was issued to the address on file for this record on August 13, 2025.
  
  

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23738852
  
  I am rejecting this response because:
  They have told others that it was sent out the day they called or the prior or next day and no one receives theirs. Its like a excuse and puts us all off 
  Sincerely,
  
  ****** **********

  Customer Answer

  Date: 08/14/2025

  Im currently on the phone and they are telling me allow 4 to 6 weeks not that my check has been sent 

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair 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.

  58500QJK2DDZY I was supposedly issued a payment in June and still havent received it. Ive called over and over again and no help. The bank account was closed and I was told it takes a whole month for the payment to fail. It is now 2 months later and still no payment and no answers. Every time I call Im given different info. This is so unprofessional and I feel like theyre keeping my payment from the tmobile data breach.

  

  Business Response

  Date: 08/13/2025

  Thank you for your email. A paper check was issued to the address on file for this record on August 13, 2025.
  

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23738487
  
  I am rejecting this response because: yesterday 8-12-25 when I called I was told I would receive a payment today. Now your response is the payment was sent out today. I seriously dont know what to believe. So I was lied to yesterday. I dont even know for sure if a payment is going out today.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/13/2025

  Thank you for your email. A paper check was issued to the address on file for this record on August 13, 2025. This is the final correspondence for this record.
  

  Customer Answer

  Date: 08/13/2025

   
  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:08/12/2025

  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 had put a complaint in on August 6th on here in regards to the T-Mobile settlement I called on July 7th to let him know that I received a payment through zelle but no longer had that being the bank I use Now does not take it and I was told that they needed 15 days to show on there and that the payment failed anyhow I called back July 15th and was told by the young lady that a check was mailed out on July 7th I then called back the following week and the young lady told me the same thing and then I called back the following week and the young man told me that he sees that I called to other times but there was no check sent out because they have 45 days to show that a payment failed and I told him so why did the two lady previously who I spoke to told me that there was a check mailed out on July 7th, fast forward to today August 12th 2025 I noticed that the response on here from the first complaint says that it was resolved which I never agreed to anything so and also when I call and speak to somebody at kroll,I am still being told that a check went out on July 7th so what really is going on, I'm getting really frustrated being I've sent numerous emails to the settlement admin and still haven't got no response but yet when I looked on here today I'm seeing that from the complaint I made on August 2nd that I agreed to the response Kroll made which I never did, and like I said I just got off the phone with them again today and they told me that a check went out on July 7th so somebody is lying and it's just not right because I've been waiting for a long time for this settlement to come in, but yet each customer service *** is telling me the same thing that a check was mailed out July 7th.

  

  Business Response

  Date: 08/13/2025

  Thank you for your email. Our records indicate a Zelle payment was attempted on July 7, 2025. The payment is still in a pending state. Generally, it takes 45 days for a payment to be deemed Failed. Once this payment can be verified as failed Kroll will issue payment via a paper check to the address on file. No further action will be required form your end if the e-payment is deemed failed a paper check will be issued.Thank you.
  

  Customer Answer

  Date: 08/13/2025

  Well it's been over 45 days now so it should have already been shown on their end as failed. I just spoke to a agent yesterday and was told a check was issued out on July 7th.  Why are telling me that they issued a check on July 7th if they did not issue a check on July 7th, it's been 7 weeks now and here I am waiting every day for the mail to come thinking I have a check coming because I've been told by Kroll since July 15th that a check was sent out on July 7th so the answer and response that I got back from you guys is not satisfactory for me, and as I stated above it's been 45 days so the payment should have already been shown as failed on their end and I want my money, I am not the only one who's had issues everyone who is in this settlement has been told numerous things as their payments were sent either through ****** or other ways and nobody's got in their payments I think the next step I should have to do is reach out to my state representative because I ain't getting anywhere with Kroll answers.

   

  

  Business Response

  Date: 08/13/2025

  Thank you for your email. Our records indicate a Zelle payment was attempted on July 7, 2025. No paper check has been issued. The payment is still in a pending state. Generally, it takes 45 days for a payment to be deemed Failed. Once this payment can be verified as failed Kroll will issue payment via a paper check to the address on file. No further action will be required form your end if the e-payment is deemed failed a paper check will be issued. Thank you.
  

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23738116
  
  I am rejecting this response because: as you can see the answer they gave you stating they had 45 days for the Zelle payment to show as failed on their end and no check had been issued yet but it been way over 45 days so I reached out by email to the admin on August 12th stating I had not got my payment that it didn't go through because I no longer had the payment option that I originally chose anyhow they got back to me with an email stating that it finally showed as failed on their end, and asked me for my address so they can mail me out a check and I sent them a reply back stating you should already have this information being when I call spoken to your representative the last 6 weeks they all had my information anyhow I gave them my information so they can mail the check I attached the screenshot of the email that I received from the admin I would like to know exactly what day my check will be mailed out now that it shows my payment option went through as failed on their end. What day will my check be issued out my claim number is #WCF0686702 and I would like to now exact date my check will be mailed out now that the payment shows as failed on their end. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair 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.

  I was part of a settlement with ******** and this company held my payment i havent received my payment this is my claim number 585013J0GJT5H I have been with Tmobile for 19 years

  

  Business Response

  Date: 08/13/2025

  Thank you for your email. A review of the record provided does not have a claim on file. The filing deadline for this settlement was January 2023. Late Claims are available on the website: *********************************** in the documents section.
  

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23738049
  
  I am rejecting this response because: I was told they made a mistake and to file the late claim and use the ** number that I was provided by Kroll which i did. doc file is attached and was sent in with the claim form. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/13/2025

  Thank you for the late filing. This claim will be reviewed as a late claim.

  Customer Answer

  Date: 08/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. The company failed to inform me which caused the late claim. Today I was told to download fill out and file the W-9 which I did today.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/12/2025

  Type:Customer Service 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.

  I am dealing with kroll as the settlement administrator for a T-Mobile data breach. I sent them my W9 form on June 9 and every time I call or speak with someone no information has been updated and they are still holding my settlement proceeds without providing an update or payment date or amount and this is unacceptable as a business. In the past, I have been given dates which were inaccurate and just lies, which is *************** claim is 58500MYCBTENO. Hoping that you will be able to help me get more information. Thank you and I appreciate your time.

  

  Business Response

  Date: 08/15/2025

  Thank you for your email. Your W9 has been approved,and your check is schedule for distribution in September 2025. Thank you for your patience.

  Customer Answer

  Date: 08/15/2025

   
  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:08/12/2025

  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.

  My name is ******** ******** (Class Member ID #**************, and I am a claimant in the T-Mobile Class Action lawsuit. I was awarded a settlement that I have yet to receive despite repeated follow-ups over the past 90 days.Kroll has provided inconsistent informationfirst stating that my payment was sent via ****** to my email **************************** (which ****** confirmed I never received), and later claiming that a physical check was mailed to my address. Ninety days have passed, and no check has arrived. When I requested a tracking number or proof of mailing, Kroll refused and told me to just wait.This delay and lack of accountability are unacceptable. I am requesting the BBBs assistance in resolving this matter promptly.

  

  Business Response

  Date: 08/12/2025

  Thank you for your email. The initial E-Payment for your record was confirmed failed.A paper check will be issued to the address on file on August 13, 2025.

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23735257
  
  I am rejecting this response because:

  I was told for the last 65 days that a check was mailed out to me over and over again and dates are keep changing more and more this is an on going issue and someone shall be held accountable for this issue.

  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 08/12/2025

  Thank you for your email. The initial E-Payment for your record was confirmed failed.A paper check will be issued to the address on file on August 13, 2025. The check should take a few days to be received.
  

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23735257
  
  I am rejecting this response because: Kroll been emailing me and others constantly for over **************************************************************************************** have been received on my end. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 08/13/2025

  Thank you for your email. The initial E-Payment for your record was confirmed failed. A paper check will be issued to the address on file on August 13, 2025. The check should take a few days to be received.This will be the final communication provided regarding this issued check.