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

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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:12/18/2024
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.
How did this company get my personal email address ? I've never had medical appointments at ******************* Class Member ID: 83126CCSCGGJJ IF YOU RECEIVED THIS NOTICE, YOU HAVE BEEN IDENTIFIED AS A PERSON RESIDING IN THE ************* WHO IS, OR WAS, A PATIENT OF DEFENDANT UNIVERSITY HOSPITALS (UH) AND LOGGED INTO THE UH PATIENT PORTAL OR SCHEDULED AN APPOINTMENT THROUGH UHS WEBSITES BETWEEN JANUARY 1, 2016, AND DECEMBER 31, 2022.
Business Response
Date: 12/19/2024
Hello,

A call was placed to Ms. ******* All options under the Settlement were explained along with how the Notice program for the Settlement is planned.

Thank you!
Customer Answer
Date: 12/19/2024

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:12/04/2024
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 reporting to Better Business Bureau that this corporation needs to send me letter that shows I am not involved in the T-Mobile class action settlement case. I sent my exclusion request through **** certified mail and T-Mobile has made three defamatory comments to other third parties. Stating I am in the case and that is not true. ******* ********* has stated this in three letters that were sent to me.
Business Response
Date: 12/16/2024
Hello,
An email was sent on 10/7/2024 confirming that we have received your opt-out.

Thank you,

Customer Answer
Date: 12/16/2024
This business said they received my exclusion. My name is not on none of the exclusion list. Please see attached copy of the 400 plus. My name is not on the court records and I am demanding that you all reach out to the judge and add my name to this so I can get my funds from the data breach incident.
Customer Answer
Date: 12/16/2024
This business said they received my exclusion. My name is not on none of the exclusion list. Please see attached copy of the 400 plus. My name is not on the court records and I am demanding that you all reach out to the judge and add my name to this so I can get my funds from the data breach incident.
Business Response
Date: 12/17/2024
Thank you for contacting Kroll. Your opt-out was mailed after the deadline and was rejected as lated.
Initial Complaint
Date:12/02/2024
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 a claimant in the class action for Aurora Pixel privacy case. I've sent them countless emails on their website since October 2024 requesting a paper check. Due to my bank I have on claim was closed. I am requesting a mailed paper check. I continue to get *** around by them I am unable to upload documents to share with the BBB at this time due to website tech issues.
Business Response
Date: 12/04/2024
Thank you for your email. Kroll ************************* has identified your electronic payment for the Settlement as a failure and *** will be mailing a paper check to the address we have on file shortly. Thank you for your patience.
Customer Answer
Date: 12/04/2024

Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:11/22/2024
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 received a postcard in the mail, regarding the ****** J. ********* Data breach, that occurred in 2020. This card mentions a *** Settlement Administrator, in re ****** J. ********* Data Breach Litigation, c/o Kroll ******************************The card mentions ****** J. ********* and ***********************************************, two companies I had never heard of before receiving this card.A website, *************************, is listed for more information of submit a claim, but when I go to the website, it has nearly the same information that the postcard does. When researching the website on ******, ****** implies that the website was only created this month. November, 2024. Other websites that talk about his data breach, except on from the cyber security group Bit Defender, only have information from September of this year.The card also mentions that those impacted by the data breach received a letter from ****** J. *********. I never received such a letter. I am not sure if the website or this postcard a legitimate. When attempting to contact Kroll ***************************** through their website, via email, I get a message that something went wrong. Please try again latter. This has happened several times, so I do not know if the emails are being sent or not.
Customer Answer
Date: 11/25/2024
I would like to point out that Kroll's website states that it is headquarters are in ********, not **********
Business Response
Date: 11/26/2024
Kroll ************************* is the Court Appointed Administrator for the ****** J. ********* Data Breach Litigation.Full details are available at: ****************************** or by calling: ************. The Settlement offers payments and **************************** services to members of the Settlement Class. The Court will hold a Final Approval Hearing to decide whether to approve the Settlement. That hearing is scheduled for February 27, 2025, at 9:00 am (CT) at the United States District Court for the Northern District of Illinois, ******* ************************************************, *************************************************.
Customer Answer
Date: 11/26/2024

Complaint: 22591539

I am rejecting this response because: "Full details are available at: ******************************" This is a bold and outright lie. I went to this website. It offers the exact same information as the postcard I received. It does not tell me anything, in any way, shape, or form if I was impacted by this data breach.

Sincerely,

******* *********
Business Response
Date: 12/10/2024
Kroll ************************* attempted an outbound call to the number provided. The number rings to a message that a voicemailbox is not set up. If a card was received in the mail, it is believed you are a class member. The Settlement Class is defined as follows: The Settlement Class is defined by the Court as the approximately ********* individuals
identified on the Settlement Class List who were mailed a letter from AJG or GB stating that their information may have been impacted as a result of the Data Security Incident.

Excluded from the Settlement Class are the judges presiding over this Action and members of their direct families, and Settlement Class Members who submit a valid Request for Exclusion prior to the Opt-Out Deadline.

Settlement Class Members who submit valid Claims and any required documentation may receive one or more of the following, to be paid from the $21,000,000.00 **************** (i) three (3) years of **************************** services, (ii) compensation for unreimbursed documented Monetary Losses up to $6,000, and (iii) an Alternative Pro Rata Cash Payment as an alternative to claiming ****************************. In addition, Settlement Class Members who were residents of ********** at any time from June 3, 2020, to the end of the claims period (California Settlement Class Members) can submit a Claim for payment of up to $100 for their statutory claims under the California Consumer Privacy Act.
The amount of the Alternative Pro Rata Cash Payments will be determined depending on how many valid Claims are submitted,with the remainder of the **************** following payment of the Fee Award and Expenses, Service Awards, Administration and Notice Costs, CAFA Notice costs, the costs of ****************************, Claims for reimbursement of unreimbursed documented Monetary Losses, and California Statutory Payments being divided proportionally among Settlement Class Members submitting valid Claims for those awards, as explained in Question 11.

You can submit your Claim Form through this Settlement Website or download the Claim Form from the Documents Section of this Settlement Website and mail it to the Settlement Administrator postmarked no later than February 10, 2025.
Initial Complaint
Date:11/21/2024
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.
I was contacted by kroll in 2023 via postcard claiming I was part of a class action lawsuit involving advocate Aurora live well app ...I filed online with krolls claim form via their website it gave me confirmation I opted for a paper check..so I'm waiting for this check first time I called they said it's taking longer because there were some continue dates in court but they find me in the system I called again today it's past the ********************************************************************************************************************************************** the system but no claim form the claim form has you're name ,email,address that they see then how are they saying I didn't file so now they tell me I don't get a check ,what,? My medical information has been compromised,I had to remove my online account and I'm not being compensated that is wrong if they have my information they have to have the claim form so apparently I'm getting ripped off for the $50 they owe me from the settlement..do not trust these people they deserve a F rating
Business Response
Date: 11/22/2024
Thank you for contacting **********************************. We have identified your record on file however, there is no timely claim submitted. If you have claim number starting with *** or *** please provide it so we can research your request. If the form was mailed,please provide any receipts or documentation you have detailing the timely mailing. If you have not filed timely via the website or paper, please visit: ***************************************** Documents Section where a late claim can be printed and submitted for review.If you would like to include a letter indicating why the claim should be considered timely, please feel free to do so.
Customer Answer
Date: 11/22/2024

Complaint: 22587766

I am rejecting this response because:

Sincerely,

**** *******
Customer Answer
Date: 12/10/2024
The reason I am rejecting the response from kroll is
1.they are already aware I filled out the response form online for the class action lawsuit or they wouldn't have me in their system/database
2.they are already aware I filed in a timely manner
3. They are aware I opted for a paper check to be mailed to my residence that they have on file
4.they are aware my privacy rights have been violated and I have not been compensated by this company
5.they are aware they owe me $50.00
They need to send my check everybody else got paid!
THank you

Business Response
Date: 12/16/2024
An additional search has been conducted, and Kroll ************************* has identified your record on file however,there is no timely claim submitted. If you have claim number starting with *** or *** please provide it so we can research your request. If the form was mailed, please provide any receipts or documentation you have detailing the timely mailing. If you have not filed timely via the website or paper, please visit: ***************************************** Documents Section where a late claim can be printed and submitted for review.If you would like to include a letter indicating why the claim should be considered timely, please feel free to do so.
Customer Answer
Date: 12/16/2024

Complaint: 22587766

I am rejecting this response because:we are going in circles here as you can see they find me in their system it is not my fault their online form system does not work as I stated if I'm in the system they have my claim form it was my medical information compromised not theirs so it's easy to say what they want on the claim form I submitted was my name address,and request for a paper check probably not a lot of people opt out for paper check and therefore forgot about me I've already been inconvenienced enough it was on time their system is not once again not my fault,they owe me $50 any way you look at it

Sincerely,

**** *******
Business Response
Date: 12/17/2024
Thank you for contacting Kroll. For this record there is no timely claim submitted. The only possibility for a claim to be reviewed at this time is to submit a late claim by using the website: ***************************************** Documents Section. No payment will be issued without a claim on file.
Initial Complaint
Date:11/16/2024
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 am a class member of the ********* settlement, and received a prepaid MasterCard for the settlement, in the amount of $13.50, however, I have tried numerous times, to redeem this, and it will not allow me to.The ONLY resolution is to receive the money that I am owed
Business Response
Date: 11/18/2024
Hello,
This will require you to reach out to Blackhawk.If you are still unable to redeem payment, we can issue a check once we receive the funding back from *** for all e-payment failures (40 or so days from today).

Thank you,
Customer Answer
Date: 11/18/2024

Complaint: 22566967

I am rejecting this response because:

YOU sent me the payment, so YOU are responsible for correcting any issues, send me a physical check, since I just tried again to redeem it, and it still does NOT work. This is fraud, and I do NOT appreciate it.

Sincerely,

****** ******
Business Response
Date: 12/10/2024
Thank you for contacting Kroll ************************** You can reach out to ********** services directly by calling: **************. Their representatives can assist with obtaining the card proceeds. Additionally, if the card cannot be redeemed, we can issue a paper check to the address we have on file. These paper checks do take time to issue, about 60 days from today, December 10, 2024. Thank you for your patience.
Customer Answer
Date: 12/16/2024

Complaint: 22566967

I am rejecting this response because:
YOU sent me the email with the details on how to activate the prepaid card, therefore, YOU and YOU alone are responsible, I will NOT spend my valuable time calling them, when YOU are the ones who did NOT do your job
and provide payment as stated. If I am forced to call and deal with this, YOU agree to pay me $100 per hour for my time, with a one hour minimum.

Sincerely,

****** ******
Initial Complaint
Date:11/15/2024
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 called on Wednesday 11/13 to submit an ************ claim. They took my number and never called me back. I would like to get this claim filed.
Business Response
Date: 11/15/2024
A Kroll representative reached out to **** ********** on November 15, 2024, to provide the information requested to submit the insurance claim. All is now resolved.
Thank you.
Customer Answer
Date: 11/18/2024

Complaint: 22560635

I am rejecting this response because: all they did was send me an email with the phone number. There was no claim form or anything. Everytime I call the number they say they will call me back and they don't. I would like to speak someone to submit the claim to, or have a claim form to submit the claim in writing.

Sincerely,

**** **********
Business Response
Date: 12/30/2024
We are currently working on this complaint. Typically, we provide them with ********************************************* and ************. Once the claim is filed, they would call ************ to reach ********. We are investigating to see if a claim can be located.
Initial Complaint
Date:10/30/2024
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.
Complaint on Krolls Administration of BlockFi Bankruptcy Claims As the administrator for ******** bankruptcy, Kroll lacks authority over customer accounts and cannot access them due to the exchanges structure. This limitation has severely affected my ability to investigate and resolve embezzlement within my account, leaving me and countless others in a state of financial limbo. Despite filing multiple reports with law enforcement, the ***** ***, and IC3, Krolls responses remain limited to generalized statements and provide no clear resolution for fraud claims. The inability to retrieve essential account history or restore access to account data prevents me from substantiating my claims, forcing claimants to bear the consequences of BlockFis collapse with minimal support or transparency.
Business Response
Date: 11/05/2024
Hello,
Kroll is the claims and noticing agent appointed by the bankruptcy court to facilitate certain administrative matters in BlockFis chapter 11 cases. These tasks include, among other things, processing proofs of claim and ballots, maintaining a claims register and facilitating distributions to creditors on behalf of the BlockFi bankruptcy estate. Kroll does not and has never had access to BlockFi customer account **********************, which was maintained by BlockFi prior to the BlockFi platform shut down on May 31,2024. BlockFi customers were provided notice of the platform shutdown and an opportunity to download their account details and transaction history prior to May 31.

Still,when Kroll receives requests from customers seeking their account ****************************** sends those requests to Blockfi; however, due to the wind down of BlockFis operations, there are limited resources available to process these requests at BlockFi and there is currently a 2-3 month waiting period for such requests. Mr. ********* inquiries to Kroll have been addressed based on the information available to Kroll and, where appropriate, escalated to BlockFi for further resolution.

Thank you,
Initial Complaint
Date:10/21/2024
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.
Kroll ***************************** is handling the ***************** Retail North America class action. When the online form was submitted, I received a response back that said, ==================================================="***************** - No Class Member ID Please do not reply to this message via email. This address is unattended and cannot help with questions or requests.Thank you for contacting us regarding ***************** Retail *************. We are unable to locate your Class Member ID. If you believe you are a Class Member and would still like to file a claim, please visit the Settlement Website ************************** where you can download a copy of the claim form and mail it to the Settlement Administrator.For additional information, please visit: ************************** or call the toll-free number: **************.Thank you,Kroll ************************************************************************************** MY CONCERN: When I called the ************ number to let them know I received this email even though I am part of this class action, the representative verified that my name is in the database and that it matches the class Member ID I provided over the phone, but then the representative went on to say that they don't know why my online form was rejected. The representative said I could just print the form and send it in, but I do not have a printer and I wish to submit the form online. When I asked to speak to a supervisor that could escalate this failure to someone on the IT team to look into why my form was rejected because the system could not find my "Class Member ID", I was disconnected from the call. ==> If Kroll is being paid to administer this class action suit payment for class action members, they need to help us determine why our claim doesn't go through and not just disconnect the call or tell people they need to submit a hardcopy when there is an online option available.
Business Response
Date: 10/23/2024
Hello,
Thank you for your correspondence. Kroll ************************* was able to contact the party via phone and provide an email address where a form can be submitted prior to the claim filing deadline.
Customer Answer
Date: 10/23/2024
We were provided a phone number to receive help. When we called, we were told their server problems were resolved and that we should try to submit again via the portal. At least a couple of service representatives knew there were "computer problems". They would not escalate our phone call to any person that could resolve the IT problem (it is a proxy/DNS type of error that a server person should be able to fix or advise on). Anyway, here's the error we receive when trying to submit which is the same error we've received a number of times:
This site cant be reached
The webpage at **************************************************************************************************************************************** be temporarily down or it may have moved permanently to a new web address.
ERR_UNEXPECTED_PROXY_AUTH
Then we called back and told them we are still getting the same system error and they encouraged us to send in a hard copy form. When we said we didn't want to do it, we were provided an email address to send a completed PDF copy of the form. As of today, we have NOT received a response that the form was received (sent yesterday) even though we asked for a confirmation. I do NOT consider this solved.
Business Response
Date: 10/25/2024
Kroll ************************* placed a call to Mr. ********* on October 25, 2024 and was able to successfully complete a timely claim with Mr. ********* The claim was submitted and a claim number was provided. At this time there is no further action required.
Customer Answer
Date: 10/25/2024
When we sent the completed PDF form to the email address, we received 4 email responses and none of which showed that our soft copy form was successfully received. Specifically, one of the emails said,

"Please do not reply to this message via email. This address is unattended and cannot help with questions or requests.
Thank you for contacting us regarding ***************** Retail *************. We are unable to locate a valid claim in our system with the information you provided.
For assistance, please visit: ************************** or call the toll-free number: **************.
Thank you,
Kroll *****************************"

So, I am pointing out that the method we were provided as a response in this BBB complaint didn't work for us. What did happen is that someone from the business called us today, October 25, and filled out the form on behalf of us and it was submitted by them successfully. The problem that I reported on behalf of me seems to be resolved, but it wouldn't have been resolved if someone didn't call us and fill out the form. I tried to submit the form on a chrome browser and firefox browser and I wasn't going to try to submit it on a 3rd type of browser. So, any other people in this class action suit that aren't able to submit the form online and don't think to reach out to the BBB may not have a chance to easily be a part of this class action.
Initial Complaint
Date:10/10/2024
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 filed a timely approved claim for the titlemax class action settlement with ****** payment due and monitoring svc, i have never received either, i have made several attempts thru initial ***** and calls to kroll for several months **************, i have been told a check would be mailed, an e check bounced back and that there was no way to access what was going of with the payment, after talking to supv *** (who was kind stated she would escalate, supv ***** was rude and stated she could do nothing other than what was already done, i have received no phone call or email in the 4-5 months of trying to resolve this. i offered that ****** could be used **************** to receive this payment.
Business Response
Date: 10/21/2024
Thank you for your inquiry. A check was mailed to **** ******* on October 17, 2024, for participation in the Arbitration.Please feel free to call: ************ with any questions.

Thank you.
Customer Answer
Date: 10/21/2024

Better Business Bureau:

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

Sincerely,

**** *******

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