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Business Profile

Online Education

Udemy - Udemy.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Education.

Important information

Complaints

Customer Complaints Summary

  • 125 total complaints in the last 3 years.
  • 60 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/26/2025

    Type:Product Issues
    Status:
    Resolved
    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 purchased a PMP certification prep course from Udemy because they advertise lifetime access and a certificate of completion. I previewed the course before purchase, and it was rated over 4.7 stars, so I had no reason to doubt its reliability. I invested 8 days of study into the course when it was suddenly removed by Udemy for policy violations.Udemy refunded the purchase price, but that does not address the loss of my time, progress, or the certificate I expected to earn. When I asked for enrollment in a comparable PMP course or even a small goodwill credit to offset the disruption, Udemy declined.Udemys own support confirmed that they do not review or validate courses before offering them for sale, and instead only remove them after policy violations are reported. This means students bear the risk of losing time and progress, even if they rely on ratings, previews, and Udemys lifetime access guarantee.

    Business Response

    Date: 08/26/2025

    Hi *****, 

     After receiving your Better Business Bureau (BBB) complaint on 8/6/2025, we provided a refund and a compensation credit. You can further check the status of this issue through Ticket #********. 

    Since we investigated the matter thoroughly and explained Udemys Terms and Conditions, our Trust & Safety policies, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 08/27/2025

    Better Business Bureau:

    I am accepting this response so the case can be closed, as I received a refund and a small credit. However, I do not believe it is fair business practice for Udemy to advertise and sell lifetime access to courses without fully vetting them first. Students should not risk losing their progress and certificates when a course is later removed for policy violations. 

    Sincerely,

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

  • Initial Complaint

    Date:08/25/2025

    Type:Product Issues
    Status:
    Answered
    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 cancelled this months ago and it just renewed my subscription. I want it refunded. I do not want your product anymore. Its all trash with a bunch of heavy accented individuals you can barley understand attempting to teach.

    Business Response

    Date: 08/25/2025

    Hi *******

    After receiving your Better Business Bureau (BBB) complaint on 8/25/2025, we have followed up on your request. You can further check the status of this issue through Ticket #********.

    Since we investigated the matter thoroughly and provided an exception to the refund policy of subscription services, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/25/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 perpetually encountering difficulties with my Udemy account, and it is noteworthy that Udemy lacks a direct customer support line. Initially, ********************** does not permit login solely with a password; they require the transmission of six-digit verification codes to your email. The issue arises as these codes seldom arrive in my inbox. I have thoroughly examined both the 'junk' and 'spam' folders, yet these codes remain absent. Even when I select the 'resend' option, the codes still fail to reach my email. It is evident that there is a persistent issue with the Udemy platform, as this situation recurs frequently, preventing me from accessing my account to review the courses for which I have paid. I am fatigued by this ongoing problem with Udemy and disheartened that I only receive assistance when I escalate my concerns to a third-party consumer support agency. Their customer service is subpar and unsatisfactory. Consequently, I am requesting that Udemy reimburse me for all the funds I have invested in these courses over the years, to prevent further distress. I assert this request as the courses are intended to be mine indefinitely, yet I am consistently denied access to what I have rightfully purchased.

    Business Response

    Date: 08/25/2025

    Hi Melody, 


    After receiving your Better Business Bureau (BBB) complaint on 8/25/2025, we have provided a few steps to provide a resolution to your login issue.  You can further check the status of this issue through Ticket #********.


    Please follow up on the ticket indicated. Thank you for notifying us of this matter!


    Udemy Support Team

  • Initial Complaint

    Date:08/25/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 training instructor who spent a great deal of time and effort (which all amounts to money) to develop a course to post on Udemy. I followed their instructions posted the course to then be told I needed to complete paperwork. This is after the course launched. By the time I saw the message, the 14 days they required the paperwork had passed. So I decided to delete my account and asked them to confirm the deletion of my personal information including my bank information, address, photo id etc... . ********************** doesn't provide a way to access someone in person so I followed up now three times but my messages are either being responded to by an AI or they just simply don't care. I received messages saying the message is being routed to the correct people but that's not the case. It's been over a week and no response. I am done. If they are unable to address these types of requests, they shouldn't be in businesss. This is horrible.

    Business Response

    Date: 08/26/2025

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on date, we followed up on the thread where an affidavit was requested. You can further check the status of this issue through Ticket #********.


    Since we investigated the matter thoroughly and gave options to continue the instructor verification process, Udemy considers that this issue was properly resolved.


    Thank you for notifying us of this matter!


    Udemy Support Team

  • Initial Complaint

    Date:08/24/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Deceptive business practice.They claimed course-creators could opt out of their GenAI policy on August 21st. Now they claim that date wasn't official. Here are some of the emails:********* *. (Support)Jun 27, 2025, 15:46 PDT Hi *******, Thank you for your patience. This is ********* from the Instructor Escalations Team. I understand your frustration with the disabled GenAI opt-out option. Here's what's happening and your best path forward: Our system defines "new instructors" as those who created profiles after the last opt-out window (last year) AND haven't published courses. Since your profile was created in 2017, you don't qualify as "new" despite having no published courses. Since you don't want to participate in the GenAI Program, I recommend waiting to publish your course until the next opt-out window, from August 21-September 12, 2025. During that period, you can adjust your participation in the program, and then publish your course with your preferred settings intact. Best, ********* *.Escalations Specialist | Udemy ***** L (Support)Aug 24, 2025, 12:46 PDT Hello *******, Thank you for waiting for our reply. Our team has confirmed that the dates are still being finalized and are not official yet. Once everything is confirmed, Ill make sure to notify instructors via email and in-product notifications. We appreciate your interest. If you have additional questions, feel free to contact us. Best regards,***** ***** L (Support)Aug 21, 2025, 13:03 PDT Hello *******, Thank you for contacting us, and Im sorry for any inconvenience caused. We have received your inquiry and are assigning this request to the proper team for further review.We will get back to you as soon as possible. Thanks for your patience!***** ******* ****** Aug 21, 2025, 10:26 PDT This is a follow-up to your previous request #******** "Your Udemy Support ticket"Today is August 21. I'm still unable to opt out:Attachment(s)image.png

    Business Response

    Date: 08/25/2025

    Hi *******, 

    After receiving your Better Business Bureau (BBB) complaint on 8/24/2025, we have provided details about the dates of the Gen AI program. You can further check the status of this issue through Ticket #********. 

    Since the dates are still being finalized and are not official yet. Once everything is confirmed, Ill make sure to notify instructors via email and in-product notifications.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Another unauthorized charge for *****.

    Business Response

    Date: 08/11/2025

    Hi *****, 

    After receiving your Better Business Bureau (BBB) complaint on 8/11/2025, we followed up in Ticket #******** to request additional details needed to locate the transaction in question. Were still waiting for your reply so we can proceed with resolving this matter. You can also check the current status anytime through Ticket #********.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/11/2025

    Type:Product Issues
    Status:
    Resolved
    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 ordered ***************************** 2021/365 Training Bundle (transaction #DP-666D4B6B593365666B3656385A413D3D) last month and I can't access it. There is NO WAY to actually contact customer support without spending far more time than I have jumping through all their hoops. Totally disgusted and would NEVER recommend this company for that reason alone. AND I WANT MY COURSE OR MY MONEY BACK!!

    Business Response

    Date: 08/11/2025

    Hi Ty, 


    After receiving your Better Business Bureau (BBB) complaint on 8/11/2025, we located the email address associated with the purchase. You can check the status of this issue further through Ticket #********.


    Since we have thoroughly investigated the matter, confirmed the email, and sent the enrollment confirmation for these purchases, Udemy considers this issue to be properly resolved.


    Thank you for notifying us of this matter!


    Udemy Support Team

    Customer Answer

    Date: 08/12/2025

    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. It was actually my mistake, and I regret filing the complaint. 

    Sincerely,

    ** *****

  • Initial Complaint

    Date:08/04/2025

    Type:Product Issues
    Status:
    Answered
    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 recently received a notification that my courses were removed due to concerns that they were generated using AI. I would like to clarify that all the content in my courses was created entirely by me, based on my personal knowledge, research, and teaching experience. I did not use AI to generate or script the materials.I understand and respect Udemys quality standards and content guidelines, and I take academic integrity seriously. I kindly request a reevaluation of my courses and ask that they be reinstated, as they were incorrectly flagged.Please let me know if you require any further documentation or clarification. I am happy to provide supporting evidence of my authorship.

    Business Response

    Date: 08/06/2025

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on date, we reviewed the decisions that were taken against your account, and confirmed that they were in line with our guidelines. You can review the decision in Ticket #********.


    Since we investigated the matter thoroughly and responded to your complaint, Udemy considers that this issue was properly resolved.


    Thank you for notifying us of this matter!


    Udemy Support Team

  • Initial Complaint

    Date:08/04/2025

    Type:Billing Issues
    Status:
    Answered
    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 writing to respectfully request a review and reinstatement of my Udemy account. I was recently informed that my account was suspended/disabled, and I am quite surprised by this decision, as I believe I have not violated any of Udemy's policies or guidelines.I have always strived to follow Udemys rules and maintain the integrity of the platform. If there has been any misunderstanding or error, I would appreciate the opportunity to clarify and resolve it.Please let me know if any additional information is needed from my side to assist in this matter. I am very eager to continue using Udemy as ainstructor and contribute positively to the community.***** ****

    Business Response

    Date: 08/04/2025

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on 8/4/2025, we have suspended your account due to a violation of our Terms of Use. You can further check the status of this issue through Ticket # ********.


    Since we investigated the matter thoroughly, Udemy considers that this issue was properly resolved.


    Thank you for notifying us of this matter!


    Udemy Support Team


  • Initial Complaint

    Date:07/31/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Udemy advertises its training courses as being from 2024 or 2025, but upon enrollment, some of the content is actually from 2018 or 2020. This advertising is misleading. When requesting a refund on the basis of false advertising, Udemy refuses, claiming that they are not violating any federal or state laws.

    Business Response

    Date: 07/31/2025

    Hi Murwan,

    After receiving your Better Business Bureau (BBB) complaint on 7/31/2025, we have reviewed your refund request and provided an exception.  You can further check the status of this issue through Ticket #********. 

    Since we investigated the matter thoroughly and we processed a refund of the subscription charge, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 08/02/2025

     
    Complaint: 23683566

    I am rejecting this response because: No refund was issued, $126

    Sincerely,

    ****** *****

    Business Response

    Date: 08/06/2025

    Hi Murwan, 

    After receiving your Better Business Bureau (BBB) complaint on 7/31/2025, we have provided an exception and processed a refund for the annual plan. You can further check the status of this issue through Ticket #********.

    Since we thoroughly investigated the matter and explained that it is not possible to switch from an annual to a monthly Personal Plan subscription, or vice versa, while enrolled in an active subscription, we issued a refund for the annual plan and invite you to select the monthly billing option, Udemy considers this issue to be properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 08/07/2025

    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,

    ****** *****

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