Complaints

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• Initial Complaint

  Date:03/24/2025

  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.

  for the past 235 days I have been receiving emails at my place of business, stating I have a assignment that is overdue. I have sent the company a message to please stop sending these emails, I was informed that they cannot due to the fact they are unable to contact the administrator at my place of employment. I have made a request at my place of employment about these emails from this company and it was stated that they know nothing about this company. I just want them to stop sending these emails to me.

  Business Response

  Date: 04/24/2025

  To Whom It May Concern:
  
  Thank you for bringing this claim to our attention. We take all customer concerns seriously and would like to provide clarification regarding the situation.
  
  KnowBe4s **** offerings include security awareness training for organizations to strengthen their internal cyber security culture as well as compliance related training to support organizations in meeting statutory employee training requirements. When an organization becomes our customer, their designated administrator sets up training campaigns for their employees, and may configure email reminders if the training is not complete by the deadline set by the organization. The complainants employer is a current KnowBe4 customer.
  
  *********************** timeline of events for the present claim is as follows: 
  
  July 2024 March 2025:
  The complainant began receiving automated training notification emails configured by her organizations administrator via KnowBe4s training platform for past-due training assignments. 
  
  March 7, 2025:
  The complainant contacted our support team, requesting her email address be removed. In response, KnowBe4 immediately began outreach to her organizations internal administrators, as KnowBe4 cannot make changes to a customers training platform without their authorization due to data privacy and security controls as well as contractual obligations.
  
  March 713, 2025:
  Multiple follow-up attempts were made to the administrators of the complainant's organization via email and voicemail by KnowBe4 representatives. These efforts are documented in our support system.
  
  March 1420, 2025:
  A representative from the complainants organization acknowledged our outreach and stated they would handle the issue internally. KnowBe4 was instructed to close the support ticket by said representative, as the organization intended to address the matter directly with the complainant.
  
  March 24, 2025:
  The complainant notified us that the emails were continuing. We responded promptly, reaffirming that the configuration and distribution of such emails are managed exclusively by her organization. We again offered to reach out to the administrators or request permission to provide the complainant with a direct contact to further facilitate communication.
  
  To summarize, in this specific case:
  
  The complainant is receiving reminder emails because their employer has enrolled them in security awareness training that remains incomplete.
  
  These notifications are automatically generated based on parameters established by the complainant's employer's administrator.
  
  
  The complainant's statement that their workplace "knows nothing about this company" suggests there may be an internal communication gap at their organization.
  
  
  We cannot unilaterally remove individuals from training programs or automatic reminders established by our customers, as this would violate our contractual obligations as well as data privacy and security obligations.
  
  KnowBe4 maintains that it acted in good faith, in accordance with our agreement with the complainants organization and our privacy and security policies by: (a) promptly responding to the complainants request; (b) making repeated, documented attempts to engage the responsible internal administrators of complainants organization; (c) deferring to the organizations explicit request to manage the matter internally; and (d) reopening the discussion when the complainant informed us of ongoing concerns.
  
  We recommend the complainant:
  
  Inquire internally regarding who manages their cybersecurity awareness training program
  
  Request that their administrator modify their training requirements or notifications
  
  Please reach out to ******************************** if anything further is needed to resolve this matter.