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Business Profile

Online Education

Udemy - Udemy.com

This business is NOT BBB Accredited.

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Important information

Complaints

Customer Complaints Summary

  • 125 total complaints in the last 3 years.
  • 65 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:10/23/2023

    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 purchased six courses on Udemy on October 22 under the name of *******************, as I wanted to keep my enrollment in Udemy courses private from my employer. However, Udemy flagged all my transactions as fraudulent and refunded the money to me. Consequently, I am now unable to make any purchases or use the new user promotion code for an 80% discount. Udemy has required me to pay an additional, unnecessary amount of money. I am requesting that Udemy unlock my account and provide the promotion code so that I can continue enrolling in courses and further my studies.Udemy has also requested that I provide a screenshot of the bank statement showing the purchase transactions. However, all of these transactions have already been refunded, as Udemy believed my account was a victim of fraud. Consequently, my ********** statement does not display any pending transactions. It seems that Udemy is imposing unnecessary bureaucratic procedures in this matter.

    Business Response

    Date: 10/24/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on October 23rd, 2023, we have located your account and have requested to verify account ownership via payment info. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and have reached out with further instructions, Udemy will make sure to resolve this issue as soon as possible.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 10/24/2023

     
    Complaint: 20768195

    I am rejecting this response because:

    I am providing legitimate information and want to make it clear that I am interested in acquiring knowledge without sharing my status with my employer. Consequently, I need to conceal my personal information. Furthermore, I kindly request that Udemy offer one of the classes free of charge, at the very least as compensation for the time I am spending resolving this issue with an extremely unreasonable staff member on your team who appears to have zero knowledge of how banking transactions work. Additionally, I am facing a shortage of time, as I urgently need to complete one of the classes to prepare for an upcoming job interview next weekend. The course content has suddenly become unavailable for no apparent reason until I reach out to the customer support.



    Sincerely,

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

    Business Response

    Date: 10/25/2023

    Hi,

    Thank you for reaching out again. Our internal team reviewed the requested information you have provided us and have unmarked the account. You should now be able to make purchases on our platform as well as use the one-time promotional code provided to purchase the courses again.

    Since we investigated the matter thoroughly and the account is now able to make purchases, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 10/26/2023

     
    Complaint: 20768195

    I am rejecting this response because: UDEMY purchase is not working since yesterday with the same error ,the support team did not response.

    Sincerely,

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

  • Initial Complaint

    Date:10/22/2023

    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.
    My account was put on hold because of what Udemy said was an unusual activity. Nothing on my account had changed. I had a decline purchase and that was when all the issues started. I sent Udemy a email on July 31st, 2023, and received an automated response in return. The issue remained unresolved. On August 2nd, 2023, I sent another email (ticket ******). ****************** responded, but the issue remained unresolved. 8/18 I sent an email to Udemy asking for someone to call me. Nobody did, instead I received another email with the same "BS". August 18th Udemy responded with a message to reset my password. Attempt to do so made no difference. 8/22 I sent another email was sent to Udemy and the chat was turned into a ticket. 8/22 Udemy responded that their system flagged my activity as suspicious. That I needed to provide a bank statement. I was unable to do this since during this time I closed that account and opened a new bank account. 8/18 I sent an email for someone to call me so this could be resolved over the phone. As it was obvious the email routine was not working. I received an automated email directing me to the online help center that has not produced results for months. 8/19 I received an email from Udemy that they are experiencing a high volume of support tickets and responses may be delayed. For over two months I've tried to get help. I sent an email requesting my account be fixed or all purchases be refunded to me so I can use a different platform.

    Business Response

    Date: 10/24/2023

    Hello,

    After receiving your Better Business Bureau (BBB) on October 22, 2023, we have requested additional information to further investigate the case. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and have reached out with further instructions, Udemy will make sure to resolve this issue as soon as possible.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:09/24/2023

    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.
    On 9/23/23 ************ fraudulently charged my debit card $84.40.I had never even heard the name of this company until I looked them up online to see why I had been charged.They are fraudulent- do not conduct business with this company.

    Business Response

    Date: 10/03/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 09/24/23, we have reached out via email in order to locate the fraudulent charge and complete an appropriate refund. You can further check the status of this issue through Ticket #*******.

    Investigation is still pending on this matter, and once we hear back we'll make sure to resolve this as soon as we can.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:09/14/2023

    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.
    On 9/13/23 I noticed a charge on my card in the amount of $199 from Udemy, I contacted them via the chat option on their website and informed the representative that I do not recall signing up for a subscription and was told "You maybe got confused" and that they do not offer refunds. I have never heard of such a thing! It is unfair of them to not ***** me a refund given that I have no need for an annual subscription of which I was charged. BUYER'S BEWARE!!! Do not get scammed by Udemy, they use the free trial option to take advantage and scam consumers AND HAVE NO REMORSE about it. Smh

    Business Response

    Date: 09/21/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 09/14/23, we have chosen to provide you with a refund for your annual Personal Plan subscription. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and completed your refund in full, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:09/05/2023

    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.
    About 24 hours ago I tried to checkout with three online courses and was not able to due to shopping cart issues. I have sent an explanation of the problem to Udemy and Udemy has not responded in this 24 hour period. I would like a response as to why the Udemy shopping cart is nto working since Udemy support has been unresponsive. Thank you

    Business Response

    Date: 09/21/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 09/05/2023, we have successfully removed the courses from your cart, and have responded accordingly. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and removed your courses from the cart to allow you to make new purchases, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/28/2023

    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 started the seven day trial of Udemy and at no point did it state if you cancel after the 7 day trial you would be charged the full year price of $***. I canceled the day my subscription went live for billing as I received no notification prior and was still charged #***.52. When I contacted Udemy for a prorated billing refund they stated they were not obligated to refund subscripstions and cancelled my full year even though they just billed me for the full year. Only other countries appararently are *********** prorated refunds. I feel I should have had to acknowledge this stipulation upon entering the trial period. It was not stated clearly at all in the acceptance of the trial period.

    Business Response

    Date: 08/29/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 08/28/23, we reviewed your request and have granted you an exception for a subscriptions refund. You can further check the status of this issue through Ticket #*******.
    Since we investigated the matter thoroughly and have completed your refund request here, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/27/2023

    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 have not been able to watch and/or fully download the courses I've paid for. I have been told multiple times (***** and ******) that I would be contacted back after speaking to the "Escalations team", I have not heard back Then I was told I couldn't return 2 udemy courses for udemy credit because I had returned them before and I don't remember even purchasing them before . My biggest complaint is I paid for these courses to download them and watch them off line in the app and I can do neither of those things for all of my courses so you are not providing the service and product for which I paid for. And then you have the most trash customer service that forsnt even get back.to you It's shameful how much money I've spent and this is the service I get. Either fix this or give me my money back and let me be done with your company

    Business Response

    Date: 08/29/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 08/28/23, our team is currently investigating your request. This requires further investigation from our internal Incident and ********************** team to review the technical issue you are experiencing with downloading your course via the Android App. You can further check the status of this issue through Ticket #*******.

    Since the matter is still under investigation from our internal team, we will continue to keep you updated within the current open ticket with our internal Support team.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/22/2023

    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 purchased the course and was able to acess it and requested a refund. after days of no response nor help from reaching out to customer service. this "business" has no customer service number. and the employees offer absolutely NO help. i couldve have completed the course in its entirety by this time HOWEVER i'm locked out an waiting my 5th day for customer service to reach out to ME. INSANE !!!!

    Business Response

    Date: 08/28/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 08/22/23, we have reviewed your refund request, and can confirm that your dispute has been closed, allowing us to complete your refund. You can further check the status of this issue through Ticket #*******.
    Since we investigated the matter thoroughly and have reached out to confirm that you are able to submit the refund on your end, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/20/2023

    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.
    On aug 10th I made 9 purchases totaling $189.91. I wanted to check if a refund was possible before buying anything so I went to their help section and clicked on "How to refund a course". the first paragraph says.. "We want you to be satisfied, so all eligible courses purchased on Udemy can be refunded within 30 days. For whatever reason, if you are unhappy with a course, you can request a refund, provided the request meets the guidelines in our refund policy." I went ahead and purchased some courses before learning about the subscription services. when I found out about the subscription I went to the purchases section and clicked the "refund" button on each of the transactions then went and started a subscription. About a week went by and I noticed the website said the purchases had been refunded but I never received the money back. I have now learned it was refunded in the form of "credit"... what a joke. I started a help ticket so that I could express my concerns and request a refund but there has been no response. I would like a real refund.. the money back not credit. I feel I was misled. their definition of refund and mine are clearly different. my order numbers are:PD-CC-6857617059336D6A6C366941 PD-CC-685761705933696D6D36352B PD-CC-68576170593369686C717838 PD-CC-68576170593369676B36562B PD-CC-685761705933656C6C616438 PD-CC-685761705933656B6D713641 PD-CC-685761705933656B6C367543 PD-CC-685761705933656A6C4B7145 PD-CC-685761705933656A6B365A2B

    Business Response

    Date: 08/28/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on August 20th, 2023, we have reached out to further clarify the refund policy surrounding Apple purchases. You can further check the status of this issue through Ticket #*******.
    Since we investigated the matter thoroughly and provided context as to why we are unable to refund back to your original payment method on our side, as well as provided a link to reach out to Apple support for further assistance, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 08/29/2023

     
    Complaint: 20496447

    I am rejecting this response because:

    The bottom line is I gave them money and I have received nothing in return for the money. I could have lit the money on fire and the same thing would have happened. Apparently, I just gave them money for nothing. Their website is misleading and they clearly do not understand the definition of the word refund. Shady shady shady 


    Sincerely,

    *****

  • Initial Complaint

    Date:08/05/2023

    Type:Sales and Advertising 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 refused to refund me $32 for what was supposed to be one online course. There is no subscription and I never had a **** to any courses ever. They refused a refund and **** app won't refund or help me. They again tried to take the same amount out yesterday! I've been disputing this with Udemy for a month. I have proof there is NO subscription. I never had my course I wanted. Furthermore they have blocked me from getting in to my Udemy account to screenshot the no subscription again. They blocked me from resetting my password too. They are misleading, fraudulent and I want my money back for something I never got and I want them to stop illegally trying to run my card again!

    Business Response

    Date: 08/16/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 08/06/2023, we have taken a closer look at your account and can confirm that you were not charged for a Udemy subscription, and do not have any active recurring charges. We have sent over a follow up email to you, and you can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and have confirmed that you were not charged by Udemy, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 08/18/2023

     
    Complaint: 20428372

    I am rejecting this response because: Here is proof Udemy ***** $32 out of my bank and also they continued to try to auto deduct the following month in Aug but I took all my cash out so they couldn't get my money. They still owe me. I never got the course I paid for! I have attached the bank transaction pic of the charging me on July 4th (I think I put **** on original complaint on accident) and you can see in the next pic they tried again even after refusing a refund or giving me my course and after me not even having a subscription. They are fraudulent. This is proof! 

    Sincerely,

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

    Business Response

    Date: 08/28/2023

    Hello there,

    Thank you for reaching back out regarding your refund request. We have sent a follow up message in the email thread for Ticket #*******. As an update, please respond to our request as we believe we have found the missing subscription purchase you are requesting your refund.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 08/29/2023

    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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