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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

  • 165 total complaints in the last 3 years.
  • 81 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/30/2023

    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 initially signed up for a 7-day free trial to explore the courses and features offered by Udemy. However, I inadvertently forgot to cancel the trial before the specified time of 6 pm CST on the last day of my 7-day trial period. As a result, my account was automatically charged for an annual subscription fee of $219.40. Understanding that I had missed the window to cancel by 2 hours, I reached out to your support team via Chat. May I add that support was very difficult to find and it is the only support available to request anything. I explained that at no point did their cancellation policy state, if you cancel after specified time during the 7 DAY trial, you would be charged the FULL YEAR. I canceled the day my subscription went live for billing as I received no notification prior and was still charged the full year. The representative simply stated they were not obligated to refund subscriptions. I also emailed my request to their support team. Unfortunately, my attempt to resolve this issue has been futile. I have not received any resolution or response. Therefore, I am formally requesting the following actions be taken immediately: Cancellation of the currently existing annual subscription of which I made no use nor plan to use & a full refund of the annual subscription fee of $219.40 to my original payment method.

    Business Response

    Date: 10/31/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on October 30, 2023, we have reviewed your case about a refund request for the subscription. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and we have chosen to ***** an exception in your case regarding a subscription refund, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 11/02/2023

    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: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:09/18/2023

    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 initially signed up for a 7-day free trial to explore and assess the courses and features offered by Udemy. However, I inadvertently forgot to cancel the trial before the 7-day period ended. As a result, my account was automatically charged for an annual subscription fee of $219.40 I want to make it clear that I have not utilized any of the subscription features since being charged. Understanding that I missed the window to cancel, I reached out to your support team multiple times to request a cancellation and refund. As a compromise, I also suggested that you could charge me for just one month's service, considering it has been less than two weeks since the charge was applied. Unfortunately, my previous attempts to resolve this issue have been futile, and I have received no acceptable resolution or response.Therefore, I am formally demanding the following actions be taken immediately:Cancellation of the existing annual subscription.Full refund of the annual subscription fee of $219.40 to my original payment method.

    Business Response

    Date: 10/03/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 09/18/23, we have reviewed your previous ticket and chosen to offer a partial refund for your annual subscription to reflect a monthly subscription, terminating your subscription immediately. You can further check the status of this issue through Ticket #*******
    Since we investigated the matter thoroughly and reached out to confirm your partial refund, Udemy considers that this issue was properly resolved.

    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

Udemy - Udemy.com is NOT a BBB Accredited Business.

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