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:07/30/2025

  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 can't reach anyone who can assist me. I bought a few courses about a year ago, but now I can't access my Udemy account. I attempted to reset my password, but it seems my account is still linked to an email I no longer use. I'm giving you the correct email in this message, and I'm also including the old email for your reference. I want my account updated with the new email so I can log in. I've made several purchases and I don't want my money to go to waste.

  Business Response

  Date: 07/31/2025

  Hello,

  
  After receiving your Better Business Bureau (BBB) complaint on 7/31/2025, we have sent you an email with instructions. You can further check the status of this issue through Ticket # ********.

  
  Since we investigated the matter thoroughly and with the instructions shared., Udemy considers that this issue was properly resolved.

  
  Thank you for notifying us of this matter!

  
  Udemy Support Team
  

  
  

• Initial Complaint

  Date:07/26/2025

  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.

  On July 25, 2025, I was charged $254.40 for an annual subscription to Udemys Personal Plan, which I had started under a free trial. The subscription was processed automatically at the end of the trial period.According to Udemys description of the Personal Plan, this subscription provides unlimited access to thousands of courses as long as the subscription remains active. However, I canceled the subscription immediately after the charge occurred and did not use any of the subscription content after the billing date.I contacted Udemy customer support today to explain that I cannot afford this charge and requested a full refund. My request was denied, with the explanation that their subscription plans do not include a 30-day money-back guarantee. I followed up again to explain my financial situation, but Udemy refused my refund request a second time.The nature of the dispute is not dissatisfaction with the service itself, but rather the lack of flexibility in addressing a clear case of financial hardship especially when I canceled the subscription immediately, did not use any content, and contacted them in good faith to resolve the issue.Udemy has responded to my messages but has made no effort to resolve the issue or offer any form of refund or accommodation.

  Business Response

  Date: 07/28/2025

  Hello,

  
  After receiving your Better Business Bureau (BBB) complaint on 7/26/2025, we granted you with a refund. You can further check the status of this issue through Ticket # ********.

  
  Since we investigated the matter thoroughly and provided you with a refund, Udemy considers that this issue was properly resolved.

  
  Thank you for notifying us of this matter!

  
  Udemy Support Team
  

  
  

  Customer Answer

  Date: 07/28/2025

  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:07/26/2025

  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.

  July 26, 2025 Udemy.com didnt follow California is law regarding subscription renewals and has not refunded my renewal or way to get a refund. The **** chat bot was useless in helping also there is no way to contact them. I have contact the executive team and they have not provided any answer.This is what I sent them Hi Neeracha, *** and **** Im writing to express serious concern over the lack of customer support Ive experienced and to formally request a refund for my recent subscription renewal.I spent nearly an hour engaging with your chat support (****) and received no meaningful assistance. I was not notified in advance of the renewal, nor did I update or authorize the use of my current credit card. Im also disappointed that Udemy does not offer a ***** period for cancellation following an automatic renewal.Additionally, I believe Udemy is not in compliance with Californias recently amended Automatic Renewal Law (ARL), effective July 1, 2025. Under the new law:Businesses must obtain the consumers express affirmative consent to the automatic renewal.Businesses must send annual reminders to consumers, in the same medium used for the original transaction or regular communication. These reminders must disclose the product or service being renewed, the frequency and amount of charges, and provide clear instructions on how to ********* date, I have not received either form of notice. For your reference, details about the legal changes can be found here:****************************************************************************************************************************************************************************************************************** process a full refund of the subscription charge immediately, and I would appreciate a follow-up call to explain why these compliance issues are occurring and how Udemy intends to address them for other customers going forward.

  Business Response

  Date: 07/28/2025

  Hello,

  
  After receiving your Better Business Bureau (BBB) complaint on 7/26/2025, we refunded your subscription plan. You can further check the status of this issue through Ticket # ********.

  
  Since we investigated the matter thoroughly and granted you with a refund for your subscription plan, Udemy considers that this issue was properly resolved.

  
  Thank you for notifying us of this matter!

  
  Udemy Support Team
  

  
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23658474
  
  I am rejecting this response because

  Thank you for your response and for processing the refund on my Personal Plan subscription.
  However, I remain seriously concerned about Udemys compliance with Californias updated Automatic Renewal Law (AB 2863). While I originally enrolled on July 19, 2023, my subscription was automatically renewed on July 26, 2025, which places it under the scope of the new law. As you may be aware, the law applies to any renewal, extension, or amendment occurring on or after July 1, 2025, not just to new enrollments.
  Under AB 2863, Udemy is required to:
  
  Obtain affirmative consent at the time of renewal (e.g., via a clear opt-in checkbox),
  Provide advance notice disclosing pricing and renewal terms,
  Offer a cancellation process that is simple, user-friendly, and in the same medium used to subscribe (such as click-to-cancel for online sign-ups),
  Maintain accessible customer support, including phone access for cancellation and inquiries.
  
  
  
  Your response indicated that only new subscribers postJuly 1, 2025, are prompted for affirmative consent. That interpretation is incorrect. Because my subscription renewed after July 1, 2025, Udemy was legally required to obtain my affirmative consent, and if this was not done, that is a direct violation of AB 2863. Additionally, although you referenced a renewal notice email allegedly sent on June 26, 2025, I have searched thoroughly and did not receive it. If there was a known bug affecting email delivery, that adds further concern.
  Furthermore:
  
  There was no easy or accessible way to cancel the subscription, which required multiple attempts to resolve.

  
  There is no publicly available customer support phone number, which is required under the law.
  Even today, it appears Udemy still does not provide a compliant cancellation experience for California consumers
  
  
  At this stage, I am requesting that a member of Udemys senior management contact me directly to explain what steps the company is taking to meet its legal obligations.
  
  
  Sincerely,
  
  Ram Bajaj

• Initial Complaint

  Date:07/16/2025

  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 signed up for Udemy by clicking on a "7 day free trial" button on their website. This somehow led me to a sign up page where they instead auto populated the page to have the selection on a yearly subscription, with some kind of discount represented by the price being crossed out and then a new price in another color overtop, it also stated that this was the "monthly price". Therefore I thought this was a free trial on a monthly subscription. I checked on ******, quora, reddit, and ****** Gemini and sought to understand if there was a free trial that could be canceled if I didn't like the service. All sources confirmed that signing up for the plan and canceling within seven days would result in a cancelation before any charges take place. I went ahead and proceeded to sign up for what I believed was a free trial for 7 days. I was then charged $134 immediately. I went to the customer service page to cancel but could not find how to do so. I finally found the cancelation page and cancelled the account, where I was told my plan would cancel one year from the date (yesterday) of purchase. I then tried to find customer support. Customer support is thoroughly hidden, but when I did find it I clicked the "contact" button. This time nothing happened and after refreshing and clicking many more times I found a message announcing that if the button was broken you should follow these instructions and clear your cookie cache among other steps. These are all extremely descriptive business practices. This company is making it impossible to easily and clearly understand what you are signing up for and they acknowledge that their website is broken and you cannot contact customer support but they do not even say they are working to fix it, they expect you to fix it which gate keeps customer service from non tech savvy customers. I contacted my bank and explained the issue and requested a charge back. udemy CS told me no refunds today when I finally contacted them.

  Business Response

  Date: 07/16/2025

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on 7/16/2025, we have refunded your subscription plan. You can further check the status of this issue through Ticket #: 10158104.
  
  Since we investigated the matter thoroughly and refunded your subscription plan, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team
  
  

• Initial Complaint

  Date:07/07/2025

  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.

  On July 7, 2025, I was charged $199 for a renewal of Udemy's "Personal Plan" subscription. I did not intend to renew this subscription and had not used the platform or consumed any content for an extended period leading up to the charge. The payment was still pending on my bank account at the time I contacted Udemy Support to request a refund.Despite my prompt outreachmade within hours of the chargeI was informed that Udemy does not offer refunds on subscription plans, even when the content has not been accessed and the charge has not yet been finalized.I am a long-time customer and have used ********************** for years, but this rigid policy and unwillingness to work with a loyal customer on a common-sense issue (an unused subscription charged less than 24 hours ago) is extremely disappointing. I believe this policy is unfair and reflects poorly on Udemys customer support practices.I am requesting a full refund of the $199 charged to my account, as I have not used any content from the renewed subscription and reached out immediately to cancel.Invoice Reference: US2025-1338345 Date of Charge: July 7, 2025 Amount Charged: $199

  Business Response

  Date: 07/07/2025

  Hi ******, 
  
  
  After receiving your Better Business Bureau (BBB) complaint on 7/7/2025 we have granted an exception and refunded the subscription charge.  You can further check the status of this issue through Ticket #********. One of our associates will reach out to you shortly with the resolution. 
  
  
  Since we investigated the matter thoroughly and a refund was granted, Udemy considers that this issue was properly resolved.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

• Initial Complaint

  Date:06/29/2025

  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 Udemys annual subscription believing it would grant access to a wide range of courses, but many of the most useful ones were excluded. Without using any content, I canceled the subscription, but my refund request was denied due to a policy excluding subscriptions from their 30-day money-back guarantee.I believe this reflects serious issues in how Udemy promotes and manages this service:1. The subscription is advertised as providing access to all courses, but in reality, a significant number of high-demand courses are excluded. Worse, there is no transparent or reliable way for users to check which courses are included before purchasing. This lack of clarity misleads consumers.2. It is unreasonable to deny a refund when no content was accessed, especially when Udemy heavily promotes its 30-day money-back guarantee. Consumers are led to reasonably assume that this policy applies to all purchases, including subscriptions.3. Udemys response stated, "we are unable to offer refunds or partial refunds, unless otherwise required by applicable law." This implies that users in certain regions are granted refunds while others are not, solely based on location. I believe this practice violates the principle of equal treatment and fairness. All users, regardless of where they live, deserve consistent consumer protection and refund policies.I am requesting a full refund and sincerely hope that Udemy will reevaluate its subscription marketing practices and refund policy to prevent other consumers from having a similar experience.

  Business Response

  Date: 06/30/2025

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on date, we made a refund for your subscription. You can further check the status of this issue through Ticket #: 10112114.
  
  
  Since we investigated the matter thoroughly and shorter description of actions taken, Udemy considers that this issue was properly resolved.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

  Customer Answer

  Date: 06/30/2025

  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,
  
  Young Song

• Initial Complaint

  Date:06/26/2025

  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.

  Urgent Refund Request Unauthorized Charge Following Free Trial Sign-Up Dear Udemy Support,Im writing to request an immediate refund for a charge that was applied to my account after signing up for what was advertised as a free trial. As part of the sign-up, I was required to enter my credit card information, but at no point was it clearly stated that once charged, a refund would not be issued. That kind of detailespecially when it concerns billingshould be made unmistakably clear during the sign-up process.The charge was posted to my account, and I submitted a refund request on the same day. I had no intention of continuing with a paid subscription. My use of the free trial was solely to evaluate the service, not to commit to payment.Frankly, its extremely distressing to be charged for something I never intended to purchaseespecially in todays economy. With the rising cost of living and financial pressure so many of us are under, this kind of oversight can have a real impact. Its not acceptable for a platform to make it so easy to be charged, and then fail to clearly disclose refund restrictions until after the ******* asking that Udemy do the right thing and issue a full refund for this charge.Sincerely,******* ************ Udemy Account Email: ********************* Date of charge: 6/25/25 Amount: $47.97

  Business Response

  Date: 06/26/2025

  Hi *****, 
  
  After receiving your Better Business Bureau (BBB) complaint on 6/25/2026 and granted an exception. You can further check the status of this issue through Ticket #********.
  
  Since we investigated the matter thoroughly and provided a refund, Udemy considers that this issue was properly resolved.
  

  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:06/23/2025

  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.

  They advertise a refund policy, but it doesn't apply to subscriptions. They continue to charge your account, making canceling through the app impossible. This situation often results in hundreds of dollars in charges for a non-refundable subscription. They lack a reputable standing. Be cautious about trusting their classes due to their questionable policies. Their lack of ethics suggests that students might be learning from the wrong company.

  Business Response

  Date: 06/24/2025

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on date, we short have proceed to make a refund for your subscription plan. You can further check the status of this issue through Ticket # ********.
  
  
  Since we investigated the matter thoroughly and shorter description of actions taken, Udemy considers that this issue was properly resolved.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

  Customer Answer

  Date: 06/26/2025

  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:06/20/2025

  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 had a paid subscription with Udemy and I canceled it the day before the renewal and they charged me anyway and since they don't send an email confirming the cancelation, they keep saying I canceled on the day it renewed. I had the subscription for months before canceling it. At first when I reached out they kept saying there was no '30 day money back guarantee', which wasn't my issue at all. They need to send an email confirming the cancelation, otherwise how do I prove that I canceled on time? Terrible and predatory business practices. The subscription is $38 a month! I want my money back.

  Business Response

  Date: 06/20/2025

  Hi Lubaina
  
  
  After receiving your Better Business Bureau (BBB) complaint on 6/20/2025, we have granted an exception and processed a full refund for the subscription plan. You can further check the status of this issue through Ticket #********.
  
  
  Since we investigated the matter thoroughly and  a refund has been granted, Udemy considers that this issue was properly resolved.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

• Initial Complaint

  Date:06/06/2025

  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 purchased a UDEMY subscription last year. I canceled it with a month left to go. Suddenly tonight I get notified that my bank card was charged $240 for another yearly subscription. IMMEDIATELY I cancel the subscription. To my horror UDEMY REFUSED to refund this UNAUTHORIZED charged. In fact, it is IMPOSSIBLE to remove my bank card information from their site! A customer service *** emailed me and said they do not provide refunds. 5 min after charging me that are unable to refund??? I cannot afford this. My mom is immobile - I am paying for at home elder care. I never received an email from Udemy that my subscription would renew! I had no idea. And they suddenly take $240 out of my checking out and within MINUTES I cancel. How is the legal??? I still cannot remove my back card information from their site! *** canceled this membership last year and again last night. How will I prevent them charging me again??? Please help me get a refund this is wrong!!

  Business Response

  Date: 06/06/2025

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on date, we have refunded your subscription plan. You can further check the status of this issue through Ticket #: 10041584.
  
  
  Since we investigated the matter thoroughly and shorter description of actions taken, Udemy considers that this issue was properly resolved.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team