ComplaintsforUdemy - Udemy.com

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Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had an annual Udemy subscription that I rarely used, and three days ago, I saw it had been renewed. I reached out to their support team immediatelyjust minutes after the charge hit my credit cardto request a refund. Unfortunately, Udemy refused.How can you refuse to refund $199 to your customers within minutes of charging the customer? I've spent over $700 on ********************** courses over the years, but no more!
Business response
09/18/2024
Hello,

After receiving your Better Business Bureau (BBB) complaint on September 16, 2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.

Since we investigated the matter thoroughly and granted a one time exception for a refund, Udemy considers that this issue was properly resolved.

Thank you for notifying us of this matter!

Udemy Support Team
Customer response
09/19/2024
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,

Yacine Soufiane
Initial Complaint
09/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am unable to access both of the udemy accounts I have. I have paid courses on both of my accounts. My first account with my personal email just shows an error when I try to log in. I have emails from udemy which confirm that an account with this email does exist so why does it say that it doesnt when i try to log in? I paid for courses on that account. My second work related account will not let me log in without a confirmation code even though I was logged into it about an hour before it logged me out. I lost access to that email and am trying to get it back but it wont even let me log in with my password instead of the code. I figured I could merge the accounts if i really need to and if its causing an issue (i would prefer not to) so I tried to sign into my personal account and thats when I found it that it wont even let me log into it. I paid good money for courses on both those accounts and I either want my accounts back so I can continue with my courses or all of my money back. Throughout all this I have been unable to contact any actual human for customer support.
Business response
09/09/2024
Hello,

After receiving your Better Business Bureau (BBB) complaint on September 5, 2024, we have reviewed your login issue case. You can further check the status of this issue through Ticket #*******.

Since we investigated the matter thoroughly and assisted in the merge request, Udemy considers that this issue was properly resolved.

Thank you for notifying us of this matter!

Udemy Support Team
Initial Complaint
08/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Web Portal Logon issue Multi-factor authentication is turned off on my account and ********************** forces me to log in with multi-factor authentication. Their business doesn't offer live support for their customer only links to troubleshooting articles that are useless for this issue. If you can find it, it allows you to create a ticket that only provides canned responses and further links to articles that don't resolve the issue. They offer lifetime access to the purchased courses but restricts access by enforcing multi-factor authentication.
Business response
09/09/2024
Hello,
After receiving your Better Business Bureau (BBB) complaint on August 31, 2024 we have reviewed your MFA inquiry. You can further check the status of this issue through Ticket #*******.
Since we investigated the matter thoroughly and our team assisted in your request, Udemy considers that this issue was properly resolved.
Thank you for notifying us of this matter!
Udemy Support Team

Customer response
09/09/2024

Complaint: 22223601

I am rejecting this response because:

Sincerely,

*************************
Customer response
09/17/2024
I have informed Udemy the issue still exist. 2fa is not enabled on my account but ********************** said there was unusual activity on my account and chose to enforce 2fa.

Mult-factor authentication or 2fa is supposed to expire after a short amount of time to prevent reuse. However, I am still able to use a generated pin code from 6 days ago. Which means this is only one factor authentication (Something you know)

I offered to assist them in troubleshooting and resolving the issue but they declined
Initial Complaint
08/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Currently I am attempting to purchase courses during a "best price" sale. ****** payments are not working. Because the ****** payment didn't work, the Udemy credits I was planning on using are "pending purchase" and are unavailable. If I miss the current sale, I have to wait an unknown amount of months for a sale of the same price. There is no email or phone number to contact Udemy, and clicking on the "help" link logs a user out of their account. So to summarize: Unable to purchase courses, unable to use money that Udemy owes me (credit), and unable to contact Udemy support in any way, other than using a chat bot.
Business response
08/27/2024
Hello,

After receiving your Better Business Bureau (BBB) complaint on August 24, 2024, we have reviewed your payment pending case. You can further check the status of this issue through Ticket #*******.

Since we investigated the matter thoroughly and can see you are now successfully enrolled in the course, Udemy considers that this issue was properly resolved.

Thank you for notifying us of this matter!

Udemy Support Team
Customer response
08/27/2024
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
08/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
When I came across this website where you could take courses and earn certificates.......it stated that the trial period was for a week and after your card would be charged $240 for a year. It did not state that these were only prep courses and that additional courses would cost more.....and you don't even get a certificate! They charged my card at 0930 this morning and I reached out immediately to cancel for a refund and they denied my request. They have access to see that I have not been able to take any courses in the one week time frame, yet they still will not refund my money. I would have never signed up for a service had it been upfront with pricing and the fact that most of the courses they provide are only prep courses. It said you could receive certificates for certain courses. I told them that none of those courses apply to me and they still said no refunds. I find this to be theft....why do companies get away with this kind of situation? It is so frustrating and really makes you wonder why they are so adamant about not giving me a refund for a product that I cannot use. This makes me believe that they are not doing the greatest in their business if they want to keep my $240 for nothing.
Business response
08/19/2024
Hello,

After receiving your Better Business Bureau (BBB) complaint on August 15, 2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.

Since we investigated the matter thoroughly and granted a one time exception for a refund in your case, Udemy considers that this issue was properly resolved.

Thank you for notifying us of this matter!

Udemy Support Team
Initial Complaint
08/13/2024
Complaint Type:
Product Issues
Status:
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.
Udemy Banned one of my courses because I used a clip from a news source which is FAIR USE, under the fair use doctrine of the **** copyright statute, **************************************************************************************************************************************************** though I stated this in the description of the course and provided them with the information on the government's website, they are refusing to answer my questions, and they refuse to unban the course. I need someone with an ounce of common sense to email me with regard to this matter.
Business response
08/23/2024
Hello,

After receiving your Better Business Bureau (BBB) complaint on 8/13/2024, we investigated and confirmed the reason for the initial course disable, and reached out in a new ticket to provide further options to publish your course in accordance with Udemy's Terms and Intellectual Property Policy. You can further check the status of this issue through Ticket #*******.

Since we investigated the matter thoroughly and provided avenues for successful publishing of the course in accordance with our policies, Udemy considers that this issue was properly resolved.

Thank you for notifying us of this matter!

Udemy Support Team
Customer response
08/24/2024

Complaint: 22133908

I am rejecting this response because:

The response I received WAS NOT HELPFUL. This company is trying to take away my rights as an American citizen. I will be contacting the state.

***********************
Business response
08/29/2024
Hello,

After receiving your response to the Better Business Bureau (BBB) complaint submitted on August 13th, we re-examined the decision taken and sent a new response in the original ticket thread. You can further check the status of this issue through Ticket #*******.

Since we investigated the matter thoroughly and provided avenues to move forward as an instructor on our platform according to our Terms of Use, Udemy considers that this issue was properly resolved.

Thank you for notifying us of this matter!

Udemy Support Team
Initial Complaint
08/09/2024
Complaint Type:
Product Issues
Status:
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.
i purchased 2x computer based training courses in the amount of $25.98 (total) on 6/29/24 from udemy.com.this company has a 30-day return policy on courses that you buy from them and since i did not find the courses to be satisfactory, i requested a return from them on 7/28/24, per their policy. i grant that this was *close* to the 30-day limit, but was in fact within this period of time.i went through the return process on the website, requesting half to be credited to my udemy account and the other half to be refunded to my mastercard, which was used to purchase these courses originally.after the return process was completed, the website informed me a support representative would reach out about the return and that the refund would be processed shortly.neither of those 2 things ever happened. i have subsequently reached out to udemy "support" 3-4 times, having a maddening exchange with them about what i just described and how i never received the refund. each time they simply sent a canned response about the 30-day policy and did not acknowledge my concerns at all. i have not yet received this refund.i am requesting a complete refund to the mastercard that was used to purchase these courses. i have ceased all communication with the company as they have been dishonest, disreputable, and no help to me whatsoever. please assist.
Business response
08/14/2024
Hello,

After receiving your Better Business Bureau (BBB) complaint on August 9, 2024, we have reviewed your refund request for a courses purchased made more than 30 days ago. You can further check the status of this issue through Ticket #*******.

Since we investigated the matter thoroughly and confirmed we are unable to grant the refund request for courses purchased made more than 30 days ago, Udemy considers that this issue was properly resolved.

Thank you for notifying us of this matter!

Udemy Support Team
Customer response
08/21/2024

Complaint: 22120015

I am rejecting this response because:
The request for refund was made on the 29th day. The claim from udemy that the purchase was more than 30 days old at the time of this request is a lie and I do not accept this response.

Sincerely,

*************************
Initial Complaint
08/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Udemy has locked out one of my accounts and force me to open a new account. Each new accounts gives the user an options to try free 7 day plan. The reason for going with that option is because i want to try out a course before paying for it which is well in my right. Instead Udemy charged me the personal subscription plan $ ***** knowing that it would be hard to get my money back. I requested an refund. This incident has less than 24 hours ago from the time I'm writing you. Can you please hold Udemy accountable and I want my refund back please.
Business response
08/12/2024
Hello,

After receiving your Better Business Bureau (BBB) complaint on August 9, 2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.

Since we investigated the matter thoroughly and have granted a one time exception for a refund. Udemy considers that this issue was properly resolved.

Thank you for notifying us of this matter!

Udemy Support Team
Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
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.
I was automatically charged a renewal for a 12 month subscription I do not want. After *************************************************************** the fees assigned without charging an additional fee per course. This was not clear in the agreement. They told me I could not get a refund. Then 7/24/2024 they charged me again for 12 mos. Their website makes it near impossible to cancel a personal subscription and their prices are misleading. The email notification goes to junk mail and then they charge you auto-renewal. This is an inferior product I do not intend to use and found very difficult to cancel. I canceled and want an 11-month minimum refund. I have contacted my credit card company to block them and dispute this charge. It is dishonest.
Business response
08/12/2024
Hello,
After receiving your Better Business Bureau (BBB) complaint on July 29, 2024, we have reviewed your subscription refund request. You can further check the status of this issue through Ticket #*******.
Since we investigated the matter thoroughly and granted a one time exception for your request, Udemy considers that this issue was properly resolved.
Thank you for notifying us of this matter!
Udemy Support Team
Initial Complaint
07/25/2024
Complaint Type:
Product Issues
Status:
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.
On 23Jul2024, I decided to try out Udemy by signing up for their free trial subscription. However, on 25 Jul 2024, I discovered that my card had been charged $240 for an "Annual Personal subscription" that I never intended to purchase. I had only considered a monthly subscription if I enjoyed using Udemy. It seems that Udemy automatically enrolls users in an annual subscription without their consent. Frustrated, I immediately searched for a way to cancel my subscription and found an option to do so. However, there was a catch - although I could cancel at any time, no refund would be issued. This experience made me realize that Udemy may be deceiving people by promoting misleading subscription plans to consumers.
Business response
07/30/2024
Hello,

After receiving your Better Business Bureau (BBB) complaint on July 25th, 2024, we have reviewed your annual Personal Plan subscription, and have completed a refund as a result of issues at checkout. You can further check the status of this issue through Ticket #*******.

Since we investigated the matter thoroughly and have completed the refund back to your original payment method, Udemy considers that this issue was properly resolved.

Thank you for notifying us of this matter!

Udemy Support Team

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