Complaints

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:09/24/2025

  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 subscribed to udemy's online class / test prep for **************** 200 excel advocate. The class is marketed as test prep to pass the ********* certification. Throughout the video, the teacher points out this class is designed for passing the certification.I scored 100 on all the practice exams showing I learned the information on the test prep. I failed the certification scoring 420 out of 1000 possible points needing 700 to pass. I am not even close. The marketing of this class is misleading, deceptive, unfair and fraudulent. Udemys poilcy only allows refund if requested din first 30 days. Because of their deception and breaking of Massachusetts consumer protection laws I am requesting a full refund of all money paid to udemy which includes 3 payments of ***** = ******

  Business Response

  Date: 09/30/2025

  Hi ****, 
  
  
  After receiving your Better Business Bureau (BBB) complaint on 9/24/2025, we have contacted you via email. You can further check the status of this issue through Ticket #********.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

• Initial Complaint

  Date:09/19/2025

  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.

  I purchased a course online from Udemy.com and also in this course it did not give me the options explaining the answers for a CompTIA A+ course. I have taken the test and failed. Everything in the test was nothing like the course I purchased. I purchased the online course for $18.75. Now my card was charged again for an amount of $139.00. I contacted support, and expressed to them that I do not know why they are charging me for a subscription when I purchased one course. The content in this course was nothing like the test. I failed so there is already $318.00 wasted. I can not afford for them to just take money from me like this. Can you please help me get my money back?

  Business Response

  Date: 09/19/2025

  Hi *****, 
  
  After receiving your Better Business Bureau (BBB) complaint on September 19, we have processed a refund for the subscription plan. You can further check the status of this issue through Ticket #********.
  
  Since we investigated the matter thoroughly and granted an exception, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer Answer

  Date: 09/25/2025

  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,
  
  ***** ******

• Initial Complaint

  Date:09/08/2025

  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 requesting that Udemy:Immediately suspend and investigate instructor ****** Frasers account for fraud, harassment, and misuse of the platform.Provide a written explanation of why no action was taken after my initial report and what steps Udemy will take to prevent instructors from using their platform to lure and scam customers.Acknowledge the harm caused by their lack of action, which has resulted in business losses, data loss, and ongoing harassment.I am not requesting a refund from Udemy. My concern is that their platform is enabling this instructor to appear legitimate and to potentially victimize others.I reported this to Udemys ************** team, but they did not take any action. Udemy continues to host him as an instructor, allowing him to appear credible and potentially lure other victims.This situation has caused me financial loss, data loss, and emotional distress.

  Business Response

  Date: 09/09/2025

  Hello,

  
  After receiving your Better Business Bureau (BBB) complaint on 9/8/2025, we are currently investigating the Instructor in question. You can further check the status of this issue through Ticket # ********.

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

  
  Thank you for notifying us of this matter!

  
  Udemy Support Team
  

  
  

• Initial Complaint

  Date:08/26/2025

  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.

  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:

  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 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:

  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 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:

  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 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:

  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.

  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:

  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.

  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:

  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 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,
  
  ** *****