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:08/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a training instructor who spent a great deal of time and effort (which all amounts to money) to develop a course to post on Udemy. I followed their instructions posted the course to then be told I needed to complete paperwork. This is after the course launched. By the time I saw the message, the 14 days they required the paperwork had passed. So I decided to delete my account and asked them to confirm the deletion of my personal information including my bank information, address, photo id etc... . ********************** doesn't provide a way to access someone in person so I followed up now three times but my messages are either being responded to by an AI or they just simply don't care. I received messages saying the message is being routed to the correct people but that's not the case. It's been over a week and no response. I am done. If they are unable to address these types of requests, they shouldn't be in businesss. This is horrible.

  Business Response

  Date: 08/26/2025

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on date, we followed up on the thread where an affidavit was requested. You can further check the status of this issue through Ticket #********.
  
  
  Since we investigated the matter thoroughly and gave options to continue the instructor verification process, Udemy considers that this issue was properly resolved.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

• Initial Complaint

  Date:08/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deceptive business practice.They claimed course-creators could opt out of their GenAI policy on August 21st. Now they claim that date wasn't official. Here are some of the emails:********* *. (Support)Jun 27, 2025, 15:46 PDT Hi *******, Thank you for your patience. This is ********* from the Instructor Escalations Team. I understand your frustration with the disabled GenAI opt-out option. Here's what's happening and your best path forward: Our system defines "new instructors" as those who created profiles after the last opt-out window (last year) AND haven't published courses. Since your profile was created in 2017, you don't qualify as "new" despite having no published courses. Since you don't want to participate in the GenAI Program, I recommend waiting to publish your course until the next opt-out window, from August 21-September 12, 2025. During that period, you can adjust your participation in the program, and then publish your course with your preferred settings intact. Best, ********* *.Escalations Specialist | Udemy ***** L (Support)Aug 24, 2025, 12:46 PDT Hello *******, Thank you for waiting for our reply. Our team has confirmed that the dates are still being finalized and are not official yet. Once everything is confirmed, Ill make sure to notify instructors via email and in-product notifications. We appreciate your interest. If you have additional questions, feel free to contact us. Best regards,***** ***** L (Support)Aug 21, 2025, 13:03 PDT Hello *******, Thank you for contacting us, and Im sorry for any inconvenience caused. We have received your inquiry and are assigning this request to the proper team for further review.We will get back to you as soon as possible. Thanks for your patience!***** ******* ****** Aug 21, 2025, 10:26 PDT This is a follow-up to your previous request #******** "Your Udemy Support ticket"Today is August 21. I'm still unable to opt out:Attachment(s)image.png

  Business Response

  Date: 08/25/2025

  Hi *******, 

  After receiving your Better Business Bureau (BBB) complaint on 8/24/2025, we have provided details about the dates of the Gen AI program. You can further check the status of this issue through Ticket #********. 

  Since the dates are still being finalized and are not official yet. Once everything is confirmed, Ill make sure to notify instructors via email and in-product notifications.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:08/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Another unauthorized charge for *****.

  Business Response

  Date: 08/11/2025

  Hi *****, 
  
  After receiving your Better Business Bureau (BBB) complaint on 8/11/2025, we followed up in Ticket #******** to request additional details needed to locate the transaction in question. Were still waiting for your reply so we can proceed with resolving this matter. You can also check the current status anytime through Ticket #********.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:08/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered ***************************** 2021/365 Training Bundle (transaction #DP-666D4B6B593365666B3656385A413D3D) last month and I can't access it. There is NO WAY to actually contact customer support without spending far more time than I have jumping through all their hoops. Totally disgusted and would NEVER recommend this company for that reason alone. AND I WANT MY COURSE OR MY MONEY BACK!!

  Business Response

  Date: 08/11/2025

  Hi Ty, 
  
  
  After receiving your Better Business Bureau (BBB) complaint on 8/11/2025, we located the email address associated with the purchase. You can check the status of this issue further through Ticket #********.

  
  Since we have thoroughly investigated the matter, confirmed the email, and sent the enrollment confirmation for these purchases, Udemy considers this issue to be properly resolved.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

  Customer Answer

  Date: 08/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It was actually my mistake, and I regret filing the complaint. 
  
  Sincerely,
  
  ** *****

• Initial Complaint

  Date:08/04/2025

  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 recently received a notification that my courses were removed due to concerns that they were generated using AI. I would like to clarify that all the content in my courses was created entirely by me, based on my personal knowledge, research, and teaching experience. I did not use AI to generate or script the materials.I understand and respect Udemys quality standards and content guidelines, and I take academic integrity seriously. I kindly request a reevaluation of my courses and ask that they be reinstated, as they were incorrectly flagged.Please let me know if you require any further documentation or clarification. I am happy to provide supporting evidence of my authorship.

  Business Response

  Date: 08/06/2025

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on date, we reviewed the decisions that were taken against your account, and confirmed that they were in line with our guidelines. You can review the decision in Ticket #********.
  
  
  Since we investigated the matter thoroughly and responded to your complaint, Udemy considers that this issue was properly resolved.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

• Initial Complaint

  Date:08/04/2025

  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 writing to respectfully request a review and reinstatement of my Udemy account. I was recently informed that my account was suspended/disabled, and I am quite surprised by this decision, as I believe I have not violated any of Udemy's policies or guidelines.I have always strived to follow Udemys rules and maintain the integrity of the platform. If there has been any misunderstanding or error, I would appreciate the opportunity to clarify and resolve it.Please let me know if any additional information is needed from my side to assist in this matter. I am very eager to continue using Udemy as ainstructor and contribute positively to the community.***** ****

  Business Response

  Date: 08/04/2025

  Hello,

  
  After receiving your Better Business Bureau (BBB) complaint on 8/4/2025, we have suspended your account due to a violation of our Terms of Use. You can further check the status of this issue through Ticket # ********.

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

  
  Thank you for notifying us of this matter!

  
  Udemy Support Team
  

  
  

• Initial Complaint

  Date:07/31/2025

  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.

  Udemy advertises its training courses as being from 2024 or 2025, but upon enrollment, some of the content is actually from 2018 or 2020. This advertising is misleading. When requesting a refund on the basis of false advertising, Udemy refuses, claiming that they are not violating any federal or state laws.

  Business Response

  Date: 07/31/2025

  Hi Murwan,
  
  After receiving your Better Business Bureau (BBB) complaint on 7/31/2025, we have reviewed your refund request and provided an exception.  You can further check the status of this issue through Ticket #********. 
  
  Since we investigated the matter thoroughly and we processed a refund of the subscription charge, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer Answer

  Date: 08/02/2025

   
  Complaint: 23683566
  
  I am rejecting this response because: No refund was issued, $126
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/06/2025

  Hi Murwan, 
  
  After receiving your Better Business Bureau (BBB) complaint on 7/31/2025, we have provided an exception and processed a refund for the annual plan. You can further check the status of this issue through Ticket #********.

  Since we thoroughly investigated the matter and explained that it is not possible to switch from an annual to a monthly Personal Plan subscription, or vice versa, while enrolled in an active subscription, we issued a refund for the annual plan and invite you to select the monthly billing option, Udemy considers this issue to be properly resolved.

  Thank you for notifying us of this matter!

  Udemy Support Team

  Customer Answer

  Date: 08/07/2025

  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:07/30/2025

  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