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:01/13/2024

  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.

  GPA.3395-1090-7002-86465 The above ****** Play transaction was billed to me for a Udemy course.The transaction no. is GPA.3395-1090-7002-86465.However, Udemy has not provided me with access to this course, so they got the money but haven't provided the product. ****** Play issued me a refund for a similar scenario, but will not issue me a refund for this one, and Udemy does not have any contact information for me to seek resolution.I would like to have the course added to my available courses, but if that is now possible, I would like to get a refund.

  Business Response

  Date: 01/19/2024

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on 01/13/24, we have reached out to complete further troubleshooting as we are unable to locate the account connected to your purchases from the information provided. You can further check the status of this issue through Ticket #*******.
  
  
  Since we are continuing to investigate the matter, and have reached out with additional steps, we look forward to resolving your issue soon.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

• Initial Complaint

  Date:01/11/2024

  Type:Billing 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 course provider on udemy. This company persists in withholding my (and others) funds before paying to the course owner. When I became aware that I was not receiving my payments I went to the revenue page and found that all payments from November last year were shown as blocked, the reason given was that I needed to update my tax information. What followed was 17 emails from me to the support ( this, only after I was able to find a contact by hours of searching on ******* I also noted that my payments were heavily deducted, up to 38% in fees taken from student payments.After I finally resolved the tax issue I saw that my next payment was due to me on this past 9th of January. But it did not arrive so I went back into my revenue section and found that this company had now marked my payment for one to two weeks. No reason, no explanation and no response from this company as to why. This is my money, I fulfilled the requirement to update my tx declaration and now they have found an arbitrary way to further hold my funds in their account. They appear above the law an indifferent to the efforts of the course authors, they deduct significant fees without explanation and they have been doing it for years.

  Business Response

  Date: 01/16/2024

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on January 11th, we were able to confirm that your tax form was validated and as a result your payment is scheduled for January 22nd. You can further check the status of this payment in your Revenue Report.
  
  Since we investigated the matter thoroughly and confirmed the payment is scheduled, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21128265
  
  I am rejecting this response because:
  There was no acceptable reason to withhold my prompt payment , I was notified that was tax form submission was successful a week ago but again, this business chose to further delay my access to MY money and so yet again they are delaying it further for another week. This is thief solution? 
  Further evidence that this organisation ignores their responsibility to provide fair and equitable service, they are  arrogant, corrupt and dont care at all about the customer.

  REPAY MY MONEY TODAY!

  Sincerely,
  
  *************************

  Business Response

  Date: 01/22/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on January 18th, we processed the pending payout.

  Since we processed your pending payout, Udemy considers that this issue was properly resolved.
  
  Thank you, 

• Initial Complaint

  Date:01/03/2024

  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.

  On December 3, 2023, I initiated a purchase for the course "Advanced Scala and Functional Programming | Rock the **** from Udemy, amounting to 499 INR. Unfortunately, the transaction failed, and despite this, the funds were deducted from my account. I immediately contacted Udemy's chat support, and they assured me that the amount would be promptly refunded.In an attempt to continue my learning, I proceeded to purchase the course again, using an alternative payment account. On December 6, 2023, I was alerted to an unauthorized charge of 499 INR from the initial account that was used for the failed transaction. Upon contacting Udemy, they acknowledged processing the failed transaction again without my authorization and directed me to submit a refund request.Despite submitting the refund request on the same day, the funds have not been credited to my bank account till date. My repeated attempts to seek clarification from Udemy regarding the status of the refund have been met with limited information. They provided me with an ARN (Acquirer Reference Number) but have consistently refused further communication without a letter from the bank.In response to Udemy's request, I contacted my bank to inquire about the refund. The bank confirmed that they have not received any refund, and they are unable to issue an authorized letter for non-receipt of funds, citing their policy.It is evident that Udemy's actions in processing the failed transaction without consent are highly irregular and their handling of the refund request could be perceived as fraudulent. I am asking Udemy to issue a refund within 7 calendar days of being notified of this complaint. I have attached all relevant documents, including chat transcripts, invoices, and correspondence with Udemy, to support my case.

  Business Response

  Date: 01/16/2024

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on January 3rd, ****, we have investigated your request, and reached out again for further troubleshooting. You can further check the status of this issue through Ticket #*******.
  
  We will continue to investigate this issue directly with the customer, and will be assisting further in the above ticket.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21088998
  
  I am rejecting this response because:
  

  The business has made contact but provided no resolution yet (see attachment). This is also indicated in their response to BBB quoted below.
  > We will continue to investigate this issue directly with the customer.
  
  Customer has responded to the business by email. This issue will stay unresolved until the desired resolution has been reached. 

  
  

• Initial Complaint

  Date:12/26/2023

  Type:Sales and Advertising 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 on 12/24/23 I watched enough of the course (~5%) to determine the course was not adequate for my purposes I purchased a different, hopefully more relevant course, and tried to refund the inadequate course.The site claims a 30-day money back guarantee, but my refund was refused (two days after purchasing), because I had "watched too much of the course". I watched a few topics to determine that it wasn't a good enough course for me, 3 topics out of over 20. Besides which, the money back guarantee is highly misleading, since they don't mention this highly relevant exception, and they never provide a threshold for how much you have to watch to be barred from a refund. This is clearly a predatory practice. On top of that, the site offers nothing close to customer service, so I cannot resolve this problem by talking to a reasonable human being.

  Business Response

  Date: 12/27/2023

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on December 27, 2023, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and can see a refund was already issued for the course on December 26, 2023, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer Answer

  Date: 12/28/2023

  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.

  I will add that the refund policy needs to be more generally honored without resorting to customer service, and an effort needs to be made to make customer service more accessible. The chatbot is awful and should have an easy way to email a human
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/12/2023

  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 started a 7-day free trial for the Personal Plan on Udemy on December 4th, 2023. I planned to cancel the trial before the 7 days were up, and figured if I didn't, I would get charged less than $20 a month, because that's the amount that was shown. I then got an email saying that it auto-renewed for $199 (annual subscription) on December 11th, 2023. I contacted them asking for a refund or to change the charge on my card to the monthly option, which was less than $20. But they said there wasn't a 30-day guarantee on subscriptions, and they were unable to provide refunds for our subscription products, unless otherwise required by applicable law. I am formally requesting a full refund of the annual subscription fee of $199 to my card and a cancellation of the annual subscription. I realize that I barely missed cancelling the subscription in time. I was under the impression from the info supplied by Udemy that I would be charged the monthly subscription amount, not a yearly subscription amount. I was not given any notification that the subscription would be renewed, which I realize is probably not a requirement, but is definitely poor business practice. They also do not have a working telephone number to contact them, also poor business practice.

  Business Response

  Date: 12/13/2023

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on 12/12/2023, we have reviewed your case about the yearly Personal Plan refund. You can further check the status of this issue through Ticket #*******.
  Since we investigated the matter thoroughly and granted a one time exception for the refund request, Udemy considers that this issue was properly resolved.
  Thank you for notifying us of this matter!

  
  Udemy Support Team 

  Customer Answer

  Date: 12/13/2023

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

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair 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.

  they blocked my account and do not want to restore access, my account was hacked and used outside *****************. I have no control over it, I never got a warning that my account was being used without my authorization. They want me to pay for the courses again. I need access to my account to access the courses I paid for.

  Business Response

  Date: 12/11/2023

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on December 11, 2023, we have reviewed your account access case. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and merged your old account into your new one, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer Answer

  Date: 12/12/2023

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

• Initial Complaint

  Date:11/27/2023

  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 enrolled for an Excel class on 11/11/23 but course was not loaded to my Udemy account. Furthermore, I am unable to access my Udemy account and ********************** has indicated that they have sent 6 digit MFA codes to my email to access my account but never received any of these codes. I emailed their customer support but issue was never resolved. I can't even start a refund process since I can't access my Udemy account to file a refund request. I want a full refund

  Business Response

  Date: 11/28/2023

  Hello,
  After receiving your Better Business Bureau (BBB) complaint on 11/27/2023, we requested more details about your login issue as well as refund request. You can further check the status of this issue through Ticket #*******.
  Since we investigated the matter thoroughly and actively working to assist in your login issue, as well as refund request, Udemy considers that this issue was properly resolved.
  Thank you for notifying us of this matter!
  Udemy Support Team

  Customer Answer

  Date: 11/29/2023

  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. Issue has been resolved on 11/28/23
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/22/2023

  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 got tricked into buying so many courses at udemy.com. Most of them ended up with really horrible, Muslim, Indian and other foreigners teaching the course in really bad English. Not only that the courses were complaint hoaxes I believe. Then other ones were just plain junk because the guy was skimming through everything. Some aren't even complete. I have been warned recently that the courses are old too.I want a refund. I couldn't find a way to get a refund. And I thought I wouldn't need a college degree anymore. What a joke! Udemy!

  Business Response

  Date: 12/01/2023

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on date, we have reviewed your refund request, and in accordance with our 30 day refund policy, have denied your refund request here. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and have responded in the above ticket with further information regarding how to navigate to our *********** for possible future refunds, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:11/08/2023

  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.

  Udemy is blocking me from logging into my account. I spent over $50 dollars on my account through ************************* I returned some classes as it wasn't what I wanted to do -- something I am allowed to do. Then I am told I cannot purchase any classes. They are now holding onto my $53 dollars. I signed up with another email -- ***************************** as they aren't getting back to me in time and I wanted the sale prices which are only available on certian times. I can't even get access to that account so on top of that Udemy owes me now about $78 dollars on both accounts. All I want to do is have access to my accounts to learn my courses, but now I can't even sign into them to contact chat. I am feeling helpless and robbed at this point.

  Business Response

  Date: 11/09/2023

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on 11/08/23, we have reviewed your interaction with our Anti-Fraud team, and they have completed the necessary steps to allow purchases to be successful in your account. Please note, per our teams instructions, we advise you to wait 48 to 72 hours in order for our system to make certain adjustments. You can further check the status of this issue through Ticket #*******.

  Since we investigated the matter thoroughly and our team has taken action on your account, and added the $78.96 in Udemy credits you are owed to your account, ********************** considers that this issue was properly resolved.

  Thank you for notifying us of this matter!

  Udemy Support Team

• Initial Complaint

  Date:11/03/2023

  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 for Udemy's annual subscription plan in 2022 which got auto renewed this year on Nov 2nd, 2023 for $199 (one hundred and ninety nine dollars). I didn't intend to continue the with the annual subscription but was considering to keep it on a monthly basis. I am a student currently pursuing Master's degree in *** and undergoing substantial financial difficulties due to which every ***** matters to me at the moment. I emailed Udemy customer care to kindly refund the amount deducted which was a mistake, but they are adamant and replied that subscription plans don't have 30 day refund policy. I don't want to comment on these weird rules but I would like to strongly appeal to Udemy that circumstances of students (learners) could change and it's not always possible to keep track of when the plan is coming to an end and unsubscribe it. Moreover, I don't remember that I authorized them to opt for auto-renewal. Even if the auto renewal was set automatically, what about reminders? In this fast paced era, it's almost impossible to keep track of all the subscriptions on hand and activate/cancel at the right time. Why was I not reminded via email that the plan is going to auto renew on so and so date and cautioning me about cancellation/keeping the plan? Doesn't Udemy have any social responsibility towards their clients ? I am very certain at this point that I did NOT authorize Udemy to auto deduct from my credit card and I was not reminded about the forthcoming deduction.I humbly request Udemy to cancel the annual subscription which they wrongfully charged and request them to issue refund to my credit card as soon as possible.

  Business Response

  Date: 11/13/2023

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on 11/03/23, we have reviewed your request and have chosen to provide you with a refund for your newest annual subscription charge. You can further check the status of this issue through Ticket #*******
  Since we investigated the matter thoroughly and have reached out with next steps regarding your active dispute in order to complete the refund, Udemy considers that this issue was properly resolved.

  Thank you for notifying us of this matter!

  Udemy Support Team