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:04/08/2025

  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.

  Udemy recently removed 65 of my courses which did not violate any of Udemys terms of service. The courses were removed because I uploaded what Udemy perceived to be too many courses over too short of a period of time. There is nothing in Udemys terms of service which state that uploading too many courses to quickly is a violation of Udemys policies, and thus, it is illegal for Udemy to remove them since Udemy is a platform and not a publisher. I am an instructor with over ******* enrollments on Udemy and the removed courses had over ******* enrollments and had a combined rating of over 4.2 out of 5 stars proving that students were enrolling in them and finding them useful. After I confronted Udemy with the facts showing that my courses did not violate Udemys terms of service, Udemy changed what the reason for removal was and now claims that the courses were removed because Udemy perceived them to be of low quality. Since this illegal ban, Udemy has restricted me from uploading new courses or reuploading the material from the banned courses (which Udemy stated I could do). Udemy has also shadow banned all of my existing courses in spite of them having a high number of enrollments and excellent reviews. Udemy has no legal right to remove content which does not violate its terms of service and thus, I am filing a complaint with the Better Business Bureau in hopes that this can resolve the situation and get my banned courses reinstated, my abilities to upload new courses reinstated, and all shadow bans against my account removed.

  Business Response

  Date: 04/16/2025

  Hello,
  After receiving your Better Business Bureau (BBB) complaint on April 8th 2025, we reviewed the original decision that lead to the disabling of your courses, and confirmed that the decision was taken in line with our Terms & Conditions. You can further check the status of this issue through Ticket #*******.

  Since we investigated the matter thoroughly and independently reviewed the actions taken by our teams, Udemy considers that this issue was properly resolved.

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

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23175912
  
  I am rejecting this response because:

  First, this response from Udemy states nothing of value because it does not state what the alleged terms of service violation is (because there are not any terms of service violations) and it only states that they believe there was a terms of service violation. Secondly, Udemy states that they "independently reviewed the actions taken by our teams", which is a lie. Udemy is the only party that has reviewed the actions taken by their teams, thus they are saying that they performed an independent investigation of themselves and found no wrongdoing. Through Udemy's reply, it is clear that they are not willing to address this issue publicly. Since Udemy is refusing to reverse the illegal decision they made to ban all of my courses published over a period of 90 days, in order to resolve this situation, Udemy must now provide financial compensation for the irreparable damage they have caused these courses and my entire catalog of online courses in addition to the previously mentioned demands. As I have informed Udemy through Ticket #*******, if Udemy continues to refuse to obey the law, I would escalate this situation further by reporting their illegal actions to the ****************************************, the Office of the Attorney General of the State of California, and the Office of the Attorney General of the *************. Those reports have been prepared and will be filed with those institutions shortly. Udemy should also know that as part of the escalation due to their illegal actions, I have compiled a list of ****************** the business, tech, and education spaces and will be reporting the illegal actions of Udemy to them and more journalists until Udemy obeys the law. As always, Udemy should note that I will be escalating the matter further should I continue to receive nonsensical responses from them which refuse to state anything which dignifies a response. It should also be noted that I have tried reaching out to Udemy's legal team regarding this issue, and my communications were sent to Udemy's Trust and Safety team, who are not applicable to be resolving this situation. I want to again explicitly state exactly what makes Udemy's actions illegal in the removal of my courses. Udemy is a platform, not a publisher. Platforms are not held responsible for the content which is uploaded to them, and in return, platforms are not allowed to remove content which is not illegal and does not violate their terms of service. A Publisher can remove content which doesn't violate their terms of service, but in turn is held responsible for all content which exists on their platform. Lastly, I will ask of Udemy to state where in their terms of service is uploading what is perceived to be too many courses over too short of a time period a terms of service violation. I have written proof from Udemy that they banned my courses for that reason and am able to provide it if Udemy decides to claim a different and false reason for the removal of my courses.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/11/2025

  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.

  March 11, 2025 $240 purchase I was using their website to try their free week trial. When I input my credit card information and selected the monthly membership to purchase, the website refreshed and automatically selected the year membership and submitted the purchase. They also did not provide me a free week after the purchase so I am unable to cancel or refund the membership.

  Business Response

  Date: 03/11/2025

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

• Initial Complaint

  Date:03/10/2025

  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.

  They claim to allow refunds. I requested a full refund in a very timely manner, they are trying to only give the refund as a credit for their website rather than an actual refund. That is not a refund.

  Business Response

  Date: 03/10/2025

  Hi ******, 
  
  
  After receiving your Better Business Bureau (BBB) complaint on March 10, we have processed a refund back to your card. You can further check the status of this issue through Ticket #*******. This is one of the tickets that you have submitted through our **** center and support page. 
  
  
  Since we investigated the matter thoroughly and processed a full refund back to your card, Udemy considers that this issue was properly resolved.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23045658
  
  I am rejecting this response because: I have NOT received a refund. This will be accepted once I receive the refund.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 03/11/2025

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on date, we noticed you were refunded to your original payment method taken. You can further check the status of this issue through Ticket #*******.
  
  
  Since we investigated the matter thoroughly and you were refunded to your original payment method, Udemy considers that this issue was properly resolved.
  
  
  Thank you for notifying us of this matter!
  
  
  Udemy Support Team

• Initial Complaint

  Date:03/06/2025

  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.

  Dear Better Business Bureau,I am submitting a formal complaint against Udemy regarding an issue with their subscription and refund policy. I recently signed up for the 7-day free trial of the Udemy subscription on 2/8. I attempted to cancel within the trial period, but for some reason, the cancellation did not go through. As a result, I was charged ******, which was not my intention. They didn't even charge me month to month. I reached out to Udemy support via email team regarding this matter, but I was informed that I am not eligible for a refund. I was not even happy with the service as the audio of the professor on some segments was lower than others. I would like a refund. Before requesting a refund, I unsubscribed from my Udemy Personal Subscription. After being informed that I would not be eligible for a refund, I decided to continue using the service and attempted to resubscribe. However, when I tried to do so, I was prompted to pay again, despite having time remaining on my original subscription. (A year to be exact). I have added an attachment. This has been a frustrating experience, and I would appreciate your assistance in resolving this matter. I kindly request a refund. I have basically given away ******.

  Business Response

  Date: 03/07/2025

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on date, we short description of actions taken. 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

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23027447
  
  I am rejecting this response because: 

  I respectfully disagree that this matter has been properly resolved. I signed up for a 7-day trial, attempted to cancel within the appropriate time frame, and despite my efforts, I was still charged. As a customer, I followed the necessary steps in good faith, and I believe I am entitled to a refund under Udemys trial terms.
  I kindly request that you reconsider my refund request.  Also, I do not have access to the Subscription anymore. Again, please consider my refund request.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/10/2025

  Hi *****, 
  
  After receiving your Better Business Bureau (BBB) complaint on March 6, 2025, we have followed up on your refund request with additional details about your case. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly, please keep an eye for updates in Ticket #******* due to the current dispute in the subscription charge. 
  
  Thank you for notifying us of this matter!
  
  Udemy Support

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23027447
  
  I am rejecting this response because: I have not received a refund. I do not even have access to the subscription anymore. I prefer to receive a full refund.  The current status is that Udemy Support is waiting to hear back from the Payment Processor. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/01/2025

  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.

  the add said 30day money back for any reason. I had the program for less than a week, when i asked for refund it was denied. None of the instructions i received in the class would work when i tried it with the software program.

  Business Response

  Date: 03/03/2025

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on date, we short description of actions taken. 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: 03/03/2025

   
  Complaint: 23006493
  
  I am rejecting this response because: i didn't see any answer in the letter.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/03/2025

  Hi ****, 

  Thanks for following up. It seems that you were able to receive our response from ticket: 9761087. 

  If you require additional assistance, please feel free to let us know. 

  Best, 

  Udemy Support Team

  Customer Answer

  Date: 03/05/2025

  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:02/20/2025

  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.

  Dear Better Business Bureau,I am filing a complaint against Udemy for failing to honor their advertised 30-day money-back guarantee. Their refund policy does not clearly state how much of a course a customer can watch before becoming ineligible for a refund, which has resulted in my refund request being unfairly denied.I recently purchased two courses on Udemy:A Business Credit Course A Mobile Home Flipping Course Both courses were outdated and contained repetitive information. Given their lack of value, I requested a refund well within the 30-day money-back guarantee window. However, my refund request was denied without a clear and fair explanation. Udemy does not properly disclose the criteria for refund eligibility in terms of how much content a customer can view before they are disqualified from receiving a refund.I have been a loyal Udemy customer for years, and this is the first time I have ever requested a refund. I am disappointed by their lack of transparency and refusal to uphold their own refund policy.I am requesting the following:A full refund for both courses, as my request was made within the advertised 30-day refund period.That Udemy updates its refund policy to explicitly state how much of a course can be watched before customers become ineligible for a refund.I hope this matter can be resolved fairly and promptly. I appreciate the BBBs assistance in holding Udemy accountable for its misleading refund policy.Sincerely,MB *******

  Business Response

  Date: 02/20/2025

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

  Customer Answer

  Date: 02/21/2025

  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,
  
  Mb *******

• Initial Complaint

  Date:02/19/2025

  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 legally paid for, and refusal to properly resolve their ********** November 2024, I purchased multiple courses from Udemy during their holiday sale at a discounted rate.Udemy wrongfully removed my purchased courses and issued refunds without my consent after claiming my transactions were potentially ************* no point did Udemy notify me or attempt to verify my identity before taking this **********, instead of properly restoring my courses to my account, ********************** is forcing me to wait for my refund to process before repurchasing them, which is not a true resolution to their mistake.I never requested a refund. Udemy unilaterally decided to cancel my courses, refund my money, and now refuses to simply reinstate the courses back into my account.This is highly unprofessional and adds insult to injury. Instead of fully owning their mistake, Udemy is placing the burden back on me by making me repurchase the same courses I already paid for.I am a trafficking survivor who has faced financial hardship and identity theft. Udemys actions have created an additional burden during an already difficult time.This is theft of services. I paid for educational materials that I can no longer access due to Udemys error.Udemy has failed to provide proper customer service, take responsibility, or correct this mistake.Requested Resolution:I am requesting that Udemy:1. Immediately reinstate my courses at no additional cost instead of forcing me to wait for a refund and repurchase them.2. Implement better customer verification procedures to prevent wrongful cancellations in the future.3. Improve customer service practices so that customers are not unfairly penalized for *********************** mistakes.I have contacted Udemys ************** Team and their executive leadership multiple times, yet they refuse to resolve this fairly.Instead, they insist that I must wait for a refund and repurchase the courses, which is unacceptable and not a proper resolution.

  Business Response

  Date: 02/25/2025

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on 02/18/25, we reviewed your request and confirmed that our team had completed the refund as a security precaution. Our team provided you with a Support coupon that would enable you to repurchase the courses that we had refunded, as we are unable to do so for you. In addition, we can see that you have used the Support Coupon for new purchases, and we are unable to provide you free courses at this time. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and provided you with a Support coupon to repurchase your successfully refunded courses, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:02/14/2025

  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 am writing to formally request your assistance in resolving an issue with Udemy****** regarding a recent subscription charge. Despite my efforts to cancel my subscription, I have been charged for a full year's subscription instead of the month-to-month subscription I intended to purchase.Details of the Issue:Charged for Whole Year Subscription: After a trial, I was led to believe the payment was ******************* of Purchase: January 15, 2025 Subscription Plan: Annual subscription, charged in full Amount Charged: $240.00 Account Information: *********************** I initially believed I was subscribing to a month-to-month plan, but I later discovered that I had been charged for the entire year upfront. After realizing this, I promptly contacted Udemy Support to request a refund, explaining the misunderstanding. Unfortunately, my request was denied, and I was informed that refunds for annual subscriptions are not processed unless otherwise required by applicable law.Given this situation, I am seeking your assistance in securing a refund for the annual subscription charge. I believe this was a genuine misunderstanding, and I would like to revert to a month-to-month subscription if possible.Efforts to Resolve:Requested Refund by Email After Canceling Date of Initial Contact with Udemy Support: January 15, 2025 Screenshots/Documentation:"Subscription Plan Refund Exceptions Due to Applicable Law: Udemy is unable to provide refunds for Subscription Plans purchased through Udemy.com, unless otherwise required by applicable law. This article outlines Udemys policies related to honoring refunds when required by applicable law, including requirements to submit a refund request."I appreciate your attention to this matter and any assistance you can provide in resolving this issue. Thank you for your time and consideration.Sincerely,***********************

  Business Response

  Date: 02/14/2025

  Hi ****, 
  
  After receiving your Better Business Bureau (BBB) complaint on February 14, 2024, we have provided an exception and refunded the Personal Plan charge. You can further check the status of this issue through Ticket #*******. 
  
  Since we investigated the matter thoroughly, and we refunded the subscription charge, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:02/11/2025

  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.

  I signed up for a 7 day free trial. When I did so, the platform said that the cost would start at $20/month (screenshot attached). I had no idea that I would be charged the full year. When I was charged the full year and tried to obtain a refund, they refused to give it to me. Unacceptable. I feel like they entrapped me, and I can't afford the full year.

  Business Response

  Date: 02/14/2025

  Hi *******, 
  
  After receiving your Better Business Bureau (BBB) complaint on February 11, 2025, we provided an exception and refunded the subscription charge. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and refunded the transaction, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer Answer

  Date: 02/21/2025

  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. I appreciate your assistance. We have received the refund in full.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/05/2025

  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.

  My original Udemy account login email was ********************************** have since migrated all email accounts to ******************, so my new login email is ********************************* My old email address is no longer accessible, therefore I'm unable to access my old udemy account.I have purchased 100s of courses.Early October, I followed Udemy's support instructions to migrate my login from my old account to a new account that I created (on Udemy's instructions). They responded on 10/11 with additional questions. I missed that email and the ticket was subsequently closed. Since then, I have attempted many times to either get that ticket reopened (*******) or open a new ticket. These requests were all sent from the new email I created (*******************************).Some time between 10/1 and 12/20, I responded to their notification email that my ticket was closed, requesting they reopen it. Zero response.I realized that this had not been resolved on 12/20/24, at which time I submitted a new request and received their canned response. I have received no other communication resulting from that request.On 12/30/24, I submitted a new request and received their canned response. I have received no other communication resulting from that request.On 1/3/25, I submitted a new request and received their canned response. I have received no other communication resulting from that request.On 1/10/25, I submitted a new request and received their canned response. I have received no other communication resulting from that request.On 1/28/25, I submitted an inquiry asking why no one has responded to my multiple requests for help. I have received no communication resulting from that inquiry.Also on 1/28/25, I submitted a new request and received their canned response. I have received no other communication resulting from that request.On 1/29/25, I submitted a new request through their stupid AI. I have received no other communication

  Business Response

  Date: 02/05/2025

  Hi *****, 
  
  After receiving your Better Business Bureau (BBB) complaint on date, we followed up with you regarding the important details of the requests you sent, and we also offered an account merge, including detailed information about it. You can further check the status of this issue through Ticket #*******. 
  
  Since we investigated the matter thoroughly and offered an account merge, ********************** considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22902996
  
  I am rejecting this response because:

  Although I have received response and instructions on how to proceed, this complaint is not resolved until my account is successfully merged.

  Additionally, in their instructions on how to proceed, they required me to respond to their email from both the old and the new email addresses. The reason for the request in the first place was because I don't have access to my old email address. Why else would I have requested a merge?

  What an unmitigated mess!!!
  Sincerely,
  
  ***** *********

  Business Response

  Date: 02/06/2025

  Hi *****, 

  Thanks for your reply. 

  We have replied to your ticket and provided a solution. Please check your email and look for ticket 9682248.  

  You should have access to the courses associated with your old email. 

  Feel free to follow up in ticket. Thanks. 

  Udemy Support

   

  Customer Answer

  Date: 02/11/2025

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