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Business Profile

Online Education

Udemy - Udemy.com

This business is NOT BBB Accredited.

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Important information

Complaints

Customer Complaints Summary

  • 163 total complaints in the last 3 years.
  • 78 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2025

    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.
    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:
    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.
    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:
    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 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:
    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 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

  • Initial Complaint

    Date:06/02/2025

    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 cancelled my trial and received notification I was charged for subscription. I immediately tried to contact Udemy within minutes They purposely made it difficult to contact a person. Their chat bot made me open a ticket and I was immediately told no refunds and now they are not responding. They need to refund me.

    Business Response

    Date: 06/02/2025

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on date, we refunded your subscription plan. You can further check the status of this issue through Ticket #: 10028312.


    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

  • Initial Complaint

    Date:05/31/2025

    Type:Service or Repair 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.
    Somewhere around the end of April of this year, I signed up for Udemy's Personal Plan, starting with the 7 day free trial. It could be disputed I cancelled before the trial end, but what the real problem is is that 20$/Month is plastered all over their sign up screens, but once the trial ended (allegedly, since I cancelled) they billed me 247$ for the whole year, starting May 6th 2025. I tried twice to get them to refund me, at least for 227$, as it does still say 20$/Month, but they were adamant. I believe I have a case based on the fact I was completely persuaded in believing it would convert to a monthly plan, and yet they charged me for the yearly without any explanation why.

    Business Response

    Date: 06/02/2025

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on date, we your subscription plan. You can further check the status of this issue through Ticket #: 10003880.


    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: 06/03/2025

    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:05/28/2025

    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.
    In May 2025, I signed up for a 7-day free trial of Udemy Pro through the Udemy app. Before the trial ended, I attempted to cancel, but neither the Udemy website nor the app provided any way to cancel. Both indicated I was in a free trial but showed no cancellation option. Their site also said I had to cancel through ****** Play.I checked ****** Play, and it showed no active subscriptions. I contacted ****** support, and they confirmed in writing that I had no Udemy subscription through them and would not be charged.Despite this, on May 28, 2025, I was charged $254.39 through my ****** account by ****** Play for an annual Udemy Pro subscription. I emailed Udemy for help but never received a response. I contacted ****** and am in the process of disputing the charge, but this has created unnecessary stress and financial disruption.This situation is unacceptable. I was not given a fair or accessible way to cancel. I was charged after being explicitly told by both the Udemy platform and ****** Play that I had no active subscription. I request a full refund and for Udemy to make its trial cancellation process clear and accessible to all users.

    Business Response

    Date: 05/29/2025

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on date, we reviewed your issue with your subscription refund. 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: 05/29/2025

     
    Complaint: 23390168

    I am rejecting this response because:

    I appreciate the response and reference to Ticket #********, but the issue has not been resolved.

    Udemy claims I subscribed via ****** Play, yet ****** Play confirms I have no active subscription. I used the same ****** account and contacted their support, who found no subscription tied to my account. Despite this, a charge of $254.39 was withdrawn. Udemy refuses to assist directly, citing that I must go through ****** even though ****** insists no subscription exists.

    Udemys reply does not explain how I was charged, does not confirm a refund, and does not offer a solution.

    I am requesting a full refund and a formal acknowledgment of how this happened.

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

    Business Response

    Date: 05/30/2025

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on date, we replied with instructions. 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: 05/30/2025

     
    Complaint: 23390168

    I appreciate Udemys reply, but unfortunately, their response does not address the issue in any meaningful way.

    To reiterate: I attempted to cancel the trial before the end of the 7-day period. On Udemys platform, it showed my subscription was active and that the payment method was ****** Play Store. When I clicked "Manage Subscription," I was redirected to ****** Play, which showed I had **no active or previous subscription with Udemy**. I verified I was signed into the correct ****** account, and I even contacted ****** Play directly by phone. They investigated and confirmed there was no subscription and advised me to contact Udemy.

    I have a screen recording clearly showing this including navigating from Udemy to ****** Play using the same account, and seeing no subscription listed. The video also captures the evidence I submitted in my original complaint. You can view it here (unlisted ******* link): [**************************************](**************************************)

    Despite multiple attempts to resolve this, Udemy continues to deflect responsibility to ******, and ****** has confirmed they have no record of this transaction. Meanwhile, I was charged /$254.39 for a subscription I never authorized through a channel that shows no record of the charge.

    I am asking Udemy to take ownership of the issue and issue a full refund. Simply stating that the issue was "properly resolved" without acknowledging or addressing any of the specific concerns or evidence is dismissive and unacceptable.

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

    Customer Answer

    Date: 06/10/2025

    Thank you for your assistance with my BBB complaint against Udemy (ID *********. I am writing to request that the case be reopened.

     

    Udemys most recent response was not a resolution to my actual concern, but rather a generic copy of their arbitration clause. They have not addressed the core issue: that I was unable to cancel my free trial before it converted to a paid subscription due to a system error that routed me to ****** Play, which showed no active subscription.

     

    I have provided documentation, including a screen recording and screenshots, demonstrating this. I would appreciate the opportunity to add a response and supporting evidence.

    Please let me know if my case can be reopened or if I should file a new complaint.

    Sincerely,
    ****** Lathan 
    ****************************************************************** 

    Customer Answer

    Date: 06/23/2025

    Update:

    I received a full refund through ****** after further review. Thank you for your assistance. No further action is needed on this complaint.

  • Initial Complaint

    Date:05/22/2025

    Type:Sales and Advertising 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 created a new Udemy account with the username - Frieren, using the email - *********************** My new account was eligible for a 7-day free trial. I proceeded to sign up for the trial on 16 May 2025. On the payment page, I was given the option to choose either a "Monthly Access" or "Yearly Access" subscription plan. It also clearly showed the billing date when the card would be charged after the 7-day free trial ended. Since the trial began on 16 May and no charges were expected, I didn't receive any invoice via email, so I assumed everything was in order.However, when I logged into my Udemy account on 19 May, I discovered that I had already been charged $204 for the Yearly subscription plan on 16 May. I then submitted a Support Ticket (#*******) to dispute the charge. The Support Team are not giving me direct or proper answers to my concerns, and their answers were varied depending on my targeted questions.On 21 May, I submitted another ticket (#*******) via a different Udemy account to clarify the trial and payment process. It became evident that the issue was not that I had been charged the wrong subscription plan which I initially presumed - but rather that the charge was made without my informed consent. The payment process and lack of any notification or warning led me to believe I was still within the 7-day free trial period, when in fact the charge had already been *************** Team confirmed the below:Even if I'm entitled to the 7-day free trial with billing date after the trial ended shown in payment page, however if I input a card that was previously used for a free trial, Udemy will immediately charge the user the subscription plan without prompts or warning messages informing the user that either the card was used previously/invalid or not eligible for the free trial. After the charge, Udemy did not send any email notification about the charge or the start of the subscription despite stating that such emails would be sent to the user.

    Business Response

    Date: 05/22/2025

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on May 22, 2025, you were refunded for the 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: 05/23/2025

    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 have also noted that Udemy will be refunding the full amount of $204. Thank you, I really appreciate the help!

    Sincerely,
    ***** **

  • Initial Complaint

    Date:05/20/2025

    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 signed up for a Udemy subscription in May of 2024. I started the course, but I decided to redirect to another field of study outside of the platform. Unfortunately, I forgot about the subscription renewal. Normally, companies who offer such a subscription email the user prior to the automatic renewal. No reminder was provided. Today, i was charged the amount. I attempted to resolve this with Udemy, but it is impossible to contact someone at the company. The chatbot is not helpful and does not allow you to send an email ticket. I would have liked to go back to Udemy after my course of study was completed, but their business practices in automatic renewal and lack of contact options make them less attractive.

    Business Response

    Date: 05/20/2025

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on May 20, 2025 , you were granted with 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

  • Initial Complaint

    Date:05/19/2025

    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 have not been able to get ahold of the business. Everything in my profile is gone, all the courses, everything.

    Business Response

    Date: 05/19/2025

    Hi *****, 

    After receiving your Better Business Bureau (BBB) complaint on May 19, 2025, we noticed that you submitted a ticket, and we followed up in your request.  You can further check the status of this issue through Ticket #*******. 

    We asked you a some questions to find the courses in question.  Please follow up with the details requested, we will be happy to take care. 

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 05/20/2025

     
    Complaint: 23349123

    I am rejecting this response because: I did NOT initiate a "ticket". I want the courses I PAID for returned to my profile so I have access.

    Sincerely,

    ***** Read

    Business Response

    Date: 05/21/2025

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on May 21, 2025, we informed the user were their courses are located and that they have to log in to their account. 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: 05/21/2025

     
    Complaint: 23349123

    I am rejecting this response because: no contact was made, no response given.

    Sincerely,

    ***** Read

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