Business Profile

Cyber Security

Kroll

Complaints

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

Customer Complaints Summary

140 total complaints in the last 3 years.
46 complaints closed in the last 12 months.

If you've experienced an issue

Submit a 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:02/28/2023
Type:Order 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.
Class Administrator has filed to send my paypal payment of 25$ for doctorsbestglucosaminesettlement.com (claim # WCF0227739). When i contact them they only sent tempalted auto responses without addressing the question. Paypal has confirmed no payment was processed . As per the terms of the settlement i should received the payment va the selected payment method of paypal to my email *********************** chosen on claim form however admin fails to look into the issue and correctly issue the paypal payment per the terms of the settlement
Business Response
Date: 02/28/2023
Hello,
The original PayPal payment for WCF00227739 failed and a check was reissued on 1/30/23. The class member contacted us on 2/21/23 to advise that he hadn't received anything, so we are voiding this check and will reissue another check in the very near future.

Thank you.
Customer Answer
Date: 03/15/2023
Hello BBB Representative

The business responded that they will reissue a check Please re-open this complaint as i need to provide the updated address to the business to have my check reissued.

Thanks
Customer Answer
Date: 03/24/2023
Hello
This is with regards to the response from the business that they will reissue my check for *********************** v. Doctor's **** **** Since i have moved
Please provide the following updated address to the business to reissue the check for this settlement.
******************************************************************

Thanks
*******
Business Response
Date: 05/01/2023
Hello,
In order to best assist the question Kroll ************************* will require a claim number starting with WCF or PCF to review the request. Please provide this information so the request can be reviewed.

Thank you.
Customer Answer
Date: 05/03/2023

Complaint: 19506847

I am rejecting this response because the class admin does not seem to understand that there was a pending complaint with BBB and the class admin had confirmed to send a check to updated address last month and failed to do so so this complaint has been re-opened .
The original complaint
Class Administrator has filed to send my paypal payment of 25$ for doctorsbestglucosaminesettlement.com (claim # WCF0227739). When i contact them they only sent templated auto responses without addressing the question. Paypal has confirmed no payment was processed .

Check to be issued to updated address : ******************************************************************

Sincerely,

******* D
Business Response
Date: 05/04/2023
Hello,
Thank you for your correspondence. After reviewing it has been determined a check will be issued to your updated address. Please allow a few weeks for Kroll ************************* to process the check. Thank you for your patience.

Thank you.
Customer Answer
Date: 05/09/2023

Complaint: 19506847

I am rejecting this response because: This is unacceptable response from the business. The complaint was opened in Feb and the class admin had assured a check to be reissued as they failed to send or process paypal payment. After they failed to send the check the BBB complaint was re-opened and the they are playing the same game again , :" we will send in a few weeks" . There is nothing stopping them from reissuing the check immediately when they failed both in sending the paypal payment as well as the check reissue after assurances in the initial correspondance with BBB
Requesting business to issue the check right away as its already due based on initial response to BBB

Sincerely,

******* D
Business Response
Date: 05/09/2023
Hello,
Thank you for your correspondence. After reviewing it has been determined a check will be issued to your updated address. Please allow a few weeks for Kroll ************************* to process the check as they are processed in large batches. Thank you for your patience.

Customer Answer
Date: 05/10/2023

Complaint: 19506847

I am rejecting this response because:I am rejecting this response because: This is unacceptable response from the business. The complaint was opened in Feb and the class admin had assured a check to be reissued as they failed to send or process paypal payment. After they failed to send the check the BBB complaint was re-opened and the they are playing the same game again , :" we will send in a few weeks" . There is nothing stopping them from reissuing thecheck immediately when they failed both in sending the paypal payment as well as the check reissue after assurances in the initial
correspondance with BBBRequesting business to issue the check right away as its already due based on initial response to BBB

Sincerely,

******* D
Business Response
Date: 05/11/2023
Thank you for your continued patience. The next round of reissued checks will be going out May 25,2023. This check will be included with this batch. Please feel free to reach out if the check is not received in a timely manner after the scheduled reissue date.
Customer Answer
Date: 08/10/2023
Hello BBB resolutions Specialist - Please send a message to the business to respond to my complaint
Business Response
Date: 08/21/2023
Thank you for your continued patience. The next round of reissued checks will be going out May 25, 2023. This check will be included with this batch. Please feel free to reach out if the check is not received in a timely manner after the scheduled reissue date.
Customer Answer
Date: 08/23/2023

Complaint: 19506847

I am rejecting this response because: The response from the business mentions a date of May 25. 2023 which is in the past . It seems the business has copy pasted the response and mentioned a reissue date which is 3 months in the past . Can the business to provide thepr proper date for reissue
Also i want to make sure they are going to send it to update address below as provided earlier so there is no confusion
1 ********, APT ****, ***********, **, 07310

Sincerely,

******* D
Business Response
Date: 09/20/2023
Hello,

We issued the check as noted below on 5/25/23. That check was never cashed and subsequently voided as a result (Void date of 6/26/23). This case is shutting down and no more reissues are permitted after 6/26/23.

Thank you.
Customer Answer
Date: 09/20/2023

Complaint: 19506847

I am rejecting this response because: The business never send me the check to updated address . There is no way this check has been sent to me correctly else i would have received the check. Infact the business on purpose delays and several errors for many months just in responding to the case by copy pasting previous responses with wromg dates The business has clearly forgot to reissue the check or reissued it to old address and now trying to justify the mistake. The business needs to provide proof that they issued the check correctly else they need to send the check

Sincerely,

******* D
Initial Complaint
Date:02/15/2023
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.
Kroll was placed in charge of the BlockFi case. We have recieved many emails regarding the case and how to file a claim, but the claim process is not as the document describes and it's impossible to search for your information to confirm if they are accurate or not. It states if you have trouble to contact them, but several emails, filling out the contact us forms and calling several times per hour for the past couple of weeks has produced no results in them returning communication and if I do not fill out their information correctly, I will not get my money back. Kroll seems to care nothing about the customer, who they are supposed to be "helping." It's impossible to reach the company and they just simply refuse to assist people who really need their assistance in figuring out the cryptic documentation that has been sent, which is also inaccurate.
Business Response
Date: 02/16/2023
Hello,
Thank you for your feedback. We have reviewed our systems and confirmed that they are working properly. Our agents left you messages and responded to your email yesterday. Included in the messages and email was information to address your questions, as well as the case toll free number and hours of operation for our call center. Please do not hesitate to contact us at the toll-free number provided or via email if you have additional questions or if we can be of further assistance. Additional contact information and information about the case is also available at restructuring.ra.kroll.com/blockfi.

Thank you.
Customer Answer
Date: 02/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:02/13/2023
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.
Hello This is regarding *********************** v Doctor's ********** (Claim number is WCF0227758) . The admin was contacted through the online form for payment status. The selected payment method was paypal and no payment was received. The class admin has still not gotten back on status apart from an automated response
Business Response
Date: 02/13/2023
Hello,
A PayPal payment was attempted to the information on file. The PayPal payment subsequently failed,and a check was issued on January 30, 2023, to ********************* at the address on file. If the check has not been received ************** can visit: ************************************************* to request a reissuance.
Thank you,

Customer Answer
Date: 02/15/2023

Complaint: 19392191

I am rejecting this response because: The claims administrator says that paypal payment was attempted but did not succeed without any explanation of why it did not succeed . There is absolutely no email notification of paypal payment sent to me at all (even checked with paypal and they confirmed) so if there was issue of payment it was from the class admin side . I have raised the request through the website they mentioned below for reissue so hope that they will reissue my check promptly

Sincerely,

*********************
Business Response
Date: 03/01/2023
Hello,
A Paypal payment was attempted to the information on file. The Paypal payment subsequently failed and a check was issued on January 30, 2023 to ********************* at the address on file. If the check has not been received ************** can visit: ************************************************* to request a reissuance.

Thank you,
Customer Answer
Date: 03/01/2023

Complaint: 19392191

I am rejecting this response because the business has copy pasted the same reply without reading my reply

The claims administrator says that paypal payment was attempted but did not succeed without any explanation . In today world electronic payment dont just automatically fail (there is a failure reason) . They also did not provide the Pyapal Trace ID for the payment which confirms the payment was attempted to the correct email and returned back. There is absolutely no email notification of paypal payment sent to me at all (even checked with paypal and they confirmed) so if there was issue of payment it was from the class admin side and they should fix that instead of giving me the run around . Also as per their message I have raised the request through the website to send the check to updated address but so far havent heard back Please keep this complaint open until the business responds that the reissue has been completed.

Sincerely,

*********************
Business Response
Date: 03/02/2023
Hello,
A check was sent to ********************* on 1/30/23 to the place of residence on file. On 2/16/23, an email was received asking for a new check to be sent and mailed to a new location, **********************************************************************. We have informed ********************* that a new check will be heading out to their new location. The new payment will go out on 3/9/2023 and will be sent to the updated address on file provided by **********************
Thank you.
Customer Answer
Date: 03/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Customer Answer
Date: 03/31/2023
Hello
Please send the business a message saying my check has still not been issued despite their assurances that it will happen on march 9, 2023
Please ask them to update when they will be reissuing the check to updated address
Thanks
*****

Business Response
Date: 05/15/2023
Hello,
A check was reissued to ************** on March 9, 2023 to the address provided on correspondence received by email to the Administrator (***) on February 15, 2023. The administrator identifies the check reissued on March 9, 2023 as cleared. No further checks will be sent for this claim number.
Thank you.
Customer Answer
Date: 05/23/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:02/02/2023
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.
This is regarding the *********************** v Doctor's ********** My claim id is ************************************ has not issued my paypal payment and also never send me the check even after contacting them 2 times through the ********** website
Business Response
Date: 02/02/2023
Kroll ************************* show this payment as successful for $25.00 paid to their PayPal account on 10/26/2022. An email exchanged on 11/17/22 with this class member letting them know payments were sent on 10/26. At that time, we were still in the 30 day window of waiting to see if the payment was successful or not. Once we received the data from our payment partner, it was notated as a successful payment and therefore no check to be issued.
Initial Complaint
Date:01/30/2023
Type:Order 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.
On, or about 26 November 2022, and again on 20 December 2022, I contacted ************* and/or the ******* ************ about alternative compensation for settlement of the ********** Breach(es). Per the attached email, and given that I already have a credit monitoring service good for at least a year I should be eligible for alternative compensation (i.e. 100 USD). (Payment for such a claim may be less than $100.00 or more (up to $358.80) depending on how many Settlement Class Members participate in the Settlement.)20 Dec 22: ************************* contended that my only option was the credit monitoring service made available to class members of said settlement, as he claimed I chose it over monetary compensation on both of my claims one from December 2019, and another submitted in May 2020. Later that day, I spoke with a **************** to ask for copies of both, who said I would need to contact the settlement administrator.
Business Response
Date: 01/30/2023
Hello,
Thank you for reaching out to advise of your concern. The Settlement Administrator received 2 claims filed via the Settlement website:YahooDataBreachSettlement.com on December 2, 2019 and May 18, 2020. Both forms filed by the Class Member selected Credit Monitoring as the Payment Option.Claimants who selected this option were sent instructions via email on how to obtain the requested credit monitoring services. Unfortunately, The payment selection option cannot be changed. However, credit monitoring can be obtained via instructions on the email sent to the Class Member.

Thank you,
Customer Answer
Date: 01/31/2023

Complaint: 18942716

I reject this response because of whats stated in the previously attached electronic communication (i.e. email) from the Kroll *************************** sent 14 November 2022, to say nothing of my explicit request for copies of claims I submitted one in December 2019, the other May of the following year:
If you have questions about the product, need assistance with Identity Restoration or would like an alternative to enrolling in the AllClear ID ***************** Services online, please contact the customer care team at ************ by January 31, 2023.

Yours faithfully,

***************************
Business Response
Date: 02/13/2023
Hello,
The Settlement Administrator received 2 claims filed via the Settlement website: YahooDataBreachSettlement.com on December 2, 2019 and May 18, 2020. Both forms filed by the Class Member selected Credit Monitoring as the Payment Option. Claimants who selected this option were sent instructions via email on how to obtain the requested credit monitoring services. This payment selection option cannot be changed. Credit monitoring can be obtained via instructions on the email sent to the Class Member.

Thank you,
Initial Complaint
Date:01/13/2023
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.
Case: ****** Case * **************** Claim ID : ********** Paypal payment not recei*ed till date. Contacted class admin through contact form on website for sending payment to paypal or check to updated address listed in the complaint . Howe*er there was no response or reply from the admin
Business Response
Date: 01/13/2023
Hello,
Kroll ************************* attempted a payment on October 26, 2022 via Pay Pal. The payment was not successful and Kroll ************************* will be sending a payment via paper check on January 26, 2023. The class member can anticipate a check to the address on file by mid-February 2023.
Thank you
Initial Complaint
Date:01/10/2023
Type:Delivery 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.
This is regarding the western *********************** v. Doctor's **** **** (claim # WCF0257481). I have not yet received this settlement payment and asked the team to reissue my payment via paypal or check (to updated address) back in Nov2022 via the contact us web page on the settlement website . They have still not reissued the check and failed to respond on when they will send the payment
Business Response
Date: 01/11/2023
Hello,
I hope you are doing well. A payment for the ************** Doctors Best Settlement was issued on 10/26/22. The payment was sent via PayPal per the request of the Class Member. The payment was sent using the email address on file: SA********11@YA***.*OM (Redacted). This payment was successful. The Claimant may refer to the Transaction ID: 4UC824798S159040K and call PayPal at ************** to assist in locating the payment.
Thank you,
Customer Answer
Date: 01/13/2023

Complaint: 18713223

I am rejecting this response because:
I have researched this response. My email id is correct however no paypal payment has been sent to this email id. There is absolutely no email notification received from this settlement about this paypal payment. Further more i have check all my transactions in my paypal account with above email and the the above paypal transaction id provided is incorrect and does not appear on any transaction on my paypal account.Its possible that the payment vendor used has made a mistake in sending the payment to the email address listed or the payment was returned back to the vendor . In both those case the class admin need to resend the paypal payment to email address on file. I would ask the class admin to research the issue on their side
Sincerely,

*******************
Business Response
Date: 01/13/2023

Hello,
Kroll ************************* cannot assist with a completed Pay pal transaction. We ask that the Claimant may refer to the Transaction ID: 4UC824798S159040K and call PayPal at ************** to assist in locating the payment.

Thank you,
Initial Complaint
Date:12/30/2022
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.
This is regarding the ***** v. *************************** ********** **** (claim # WCF0069207). I have not yet received this settlement payment and asked the team to reissue my check back in 2021. They never reissued my check and never responded even after i sent the contact web form to them 3 times ignoring my requests with zero response or acknowledgement. Any amount of delay is the total responsibility of kroll avoiding the reissue of class admin check for this claim
Business Response
Date: 01/09/2023
Hello,
Distribution was sent out in on 5/20/22. I see a few class members with similar names as the person below but no one with that address or any of the other contact information provided (Email/ phone numbers). Payments were sent to every class member so if she was one, she would have been sent a payment

We would welcome researching further if ******************** can provide her Reference Number or Class Member ID so we can determine when a payment was sent.
Thank you

Customer Answer
Date: 01/10/2023
Complaint: 18659387

Thanks for updating me on the response from the business . As you can see from the response it is clear they have not even read the complaint or its content and their response is totally absurd to say the least. First they are calling me ******************* although my name is clearly listed on the complaint as *********************** . Second my complaint contains my claim ID in the first line of the complaint (claim # WCF0069207) yet they are saying that i did not provide my claim ID . Third they are saying the distribution happened on 5/20/22 which is again incorrect as the settlement ***** v. *************************** ********** *********************************** paid out in beginning of 2021. I contacted them multiple times using the contact us form to reissue my check to updated address in the first quarter and second quarter of 2021 and they never responded to me on all 3 occasions thereby effectively keeping my money by avoiding the reissue. This has happened to multiple people and not only to me for this settlement (they simply do not respond on the contact us form)

Sincerely,

***********************
Business Response
Date: 01/11/2023
Dear ************,
Please accept our sincere apologies for responding with the incorrect information. We are looking into this right away and will provide an update as soon as possible regarding the concern with your claim.
Thank you.
Initial Complaint
Date:12/19/2022
Type:Order 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 confirmed member of the Caliber Home Loan Settlement. Last year in November I believe, I reached out to Kroll, to be told this could take years, and that there was currently no settlement being reached. As of November 2022, I contacted Kroll again, because it appears this case was settled, although I have yet to receive any communications or payout from this business regarding this class action settlement.
Business Response
Date: 12/23/2022
Thank you for your reaching out regarding your concern. Payments were sent to every class member on 5/20/2022. If ******************** could provide her Reference number or Class Member ID, we are happy to look into this further. At this time we are unable to match ********************** contact information (address, email, phone number) to our records.
Business Response
Date: 01/10/2023
Hello,
A payment via Mastercard gift card was issued for $20.08 on May 20, 2022. The card was sent to: *********************************************** 54701.The Class member was contacted via email on November 17th and 18th.The responses are as follows:
Please do not reply to this message via e-mail. This address is unattended and cannot help with questions or requests. Thank you for contacting us regarding ******** v Caliber. Settlement distributions in the form of Mastercards were distributed on May 20, 2022. If you are having any difficulties with your Mastercard or have not yet received one, you may contact Blackhawk directly to request another card. Blackhawk has a dedicated Digital Disbursements customer service line to assist claimants. That number is **************.

This payment can be addressed by the issuer Blackhawk as noted in the email.The contact number is: ************.
Initial Complaint
Date:12/13/2022
Type:Delivery 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.
This is regarding ****** ****************** ********************** Breach Litigation Settlement. I believe Kroll is the class action settlement administrator. I filed a claim with Kroll a while back (Claim number is AHC00712396). I was sent a letter from Kroll Settlement Administrator LLC in November, but unfortunately I never received the letter (I was able to see that a letter was sent via **** Informed Delivery program -- the image is attached). On November 30, I called Kroll at ************** and spoke with customer service to request the lost letter to be re-sent to me. I was told their escalation team will contact me in 48 business hours. I never heard back. I called back on December 6. I was told the request to re-send the letter has been made and was asked to wait another week. Not having received the letter, I called back on December 13. I was told a request was made to their escalation team and that I just needed to wait.
Business Response
Date: 12/14/2022
Upon reviewing the request for a letter to be resent *** reached out via phone and left a message for ************ denoting a deficiency letter would be emailed immediately. *********** was emailed the original letter sent to the email address on file allowing until December 20, 2022 for a response. The email sent is attached and also contains a brief explanation as to what is required and a contact email and phone number for any further inquiries.
Customer Answer
Date: 12/16/2022

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,

*******************

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