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: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,
  
  ***** *********

• Initial Complaint

  Date:01/31/2025

  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.

  On November 30th, I purchased four courses on Udemy as part of a Black Friday deal at a discounted price. However, two days later, the prices were reduced even further. Since the courses came with a 30-day return policy, I decided to repurchase them using another account and request a refund for my initial purchase.When I submitted my refund request, the system displayed a message stating that due to a high volume of purchases and returns, processing would take longer than usual. I waited for a long time, but nothing happened. I then searched their website for a way to track or follow up on my request. On their help page, under frequently asked questions, I found instructions to use the "Contact Us" buttonbut the button was inactive, and there was no other way to reach support.After searching on Reddit, I discovered that this is a common issue with Udemy. Eventually, I found an email address for a different department and reached out. Although it wasnt the correct contact, they forwarded my request to the appropriate team. After a lengthy email exchange and providing clear evidence that I had purchased the same courses twice, the customer service agent ultimately refused my refund, claiming that the 30-day refund period had expiredeven though I submitted my request just two days after *********** is clear that Udemy deliberately creates system flaws to make obtaining refunds nearly impossible. Additionally, I noticed that their "Contact Us" button is now active and leads to a chatbot, but it remained inaccessible until just a few days ago.

  Business Response

  Date: 01/31/2025

  Hi *****, 
  
  After receiving your Better Business Bureau (BBB) complaint on date, we have provided an exception and refunded the 4 courses. You can further check the status of this issue through Ticket #*******. 
  
  Since we investigated the matter thoroughly and refunded the 4 courses, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer Answer

  Date: 02/03/2025

  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.

  I should note that this must have been done in the first place by this business and it is important for others to know about the unprofessional business practices Udemy uses.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/31/2025

  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 has a 30 day money back guarantee. However, you cannot request a refund if you've consumed "too much" of the course materials. It does not, however, anywhere define what "too much" is. I consumed 16%. Ten percent of that was all introductory filler/fluff and there was no real meat and bones until about 11%. Udemy is denying my refund. There is absolutely no email support option, only a chat bot. They've scrubbed any sort of human contact information off of their website. I argue that 16% is not "too much" of a course. I completed 50 five to seven minute long videos out of 321 videos.

  Business Response

  Date: 01/31/2025

  Hi Kat,
  
  After receiving your Better Business Bureau (BBB) complaint on January 31, 2025, we have granted an exception and refunded the course. You can further check the status of this issue through Ticket #*******. 
  
  Since we investigated the matter thoroughly and we refunded the course, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer Answer

  Date: 02/01/2025

  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:01/27/2025

  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.

  This business offers promises that are not clear and deceiving. I was promised that I would be able to return a course after buying it because there's a 100% 30 day money back guarantee. I was stuck between two courses and since they had this guarantee I bought the two and watched the first ****** from each course. I decided to go for one and tried to return the other and it did not allow me to return it because I already opened the course. There were no details mentioned about the caveat. I tried reaching out to customer service to resolve this and their customer service is nonexistent only ai with set responses that aren't helpful. I am open to removing or taking down this complaint if the terms below are resolved. Terms:- I am compensated for lost time due to filing this complaint. - The course that I was promised to have refunded is refunded.

  Business Response

  Date: 01/28/2025

  Hi Sterling,
  
  After receiving your Better Business Bureau (BBB) complaint on date, we followed up via email requesting details about your request and once we have your confirmation we will proceed with a refund. You can further check the status of this issue through Ticket #*******. 
  
  Since we investigated the matter thoroughly, and we will provide a refund for the course, please follow up through the ticket we indicated above. Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:01/23/2025

  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 urgently requesting a refund for the annual subscription in the amount of $264.72. I signed up for the 7-day free trial on Jan 21 to test out the service and selected the monthly option at check-out to anticipate continuing at an affordable option after the end of the trial. I ensured the free trial option was available to me as a new subscriber on the check-out page before clicking "Start Subscription"; the check-out screen specified that I would only be charged $35 + taxes monthly beginning on Jan 28, which led me to believe the free trial was indeed valid. However, upon submitting my payment information, I saw that I was charged the full amount of the annual subscription erroneously, so I immediately went to cancel it and contacted the business for help within minutes. I am not using the service, and this large, unexpected cost is a luxury I am unable to afford, putting immense additional strain on my personal financial situation. I am kindly requesting for assistance in processing a refund. Thank you for your understanding and prompt attention.

  Business Response

  Date: 01/24/2025

  Hi *****,
  
  After receiving your Better Business Bureau (BBB) complaint on January 23, 2025, we have refunded the subscription. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly, we provided a one time exception and processed a refund, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:01/22/2025

  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.

  Hi,I got charged $240 when they mentioned that I will be charged only $20 for the course.The course, unfortunately, did not meet my expectations. The content is not what I had hoped for, and I am not satisfied with its quality or usability. As a result, I wont be using it going forward.Additionally, my sister was recently involved in an accident, and I urgently need to reallocate these funds toward her medical expenses. This unexpected situation has placed me in a challenging financial position, and I would greatly appreciate your support in processing a refund as soon as possible.Thank you for understanding my situation. I sincerely hope you will consider my request, as it would be of immense help during this difficult time. Please let me know if you require any additional information to assist with the refund process.Thank you,******* *******

  Business Response

  Date: 01/22/2025

  Hi *******, 
  
  After receiving your Better Business Bureau (BBB) complaint on January 22, 2025, we have provided an exception and refunded the subscription in ticket *******. You can further check the status of this issue through Ticket *******.
  
  Since we investigated the matter thoroughly and 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:01/13/2025

  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.

  Purchased a course on Jan 6th, 2025 for use of study on a certification that was to be taken by the 27th of January. Exited out of the tab, on the 11th for an exam, and can no longer find the course. It is no longer is in my purchase history under the email provided. As I have a limited amount of time to prepare for these exams, it would be appreciated to be contacted and have these courses that were discounted, be restored please. I do not know where they went but please restore them. My bank has kindly and is willing to provide my credit card statements. Thank you

  Business Response

  Date: 01/13/2025

  Hello,

  
  

  
  

  After receiving your Better Business Bureau (BBB) complaint on January 13, 2025, we have reviewed your missing course request. You can further check the status of this issue through Ticket #*******.

  
  

  
  

  Since we investigated the matter thoroughly and requested additional details for further assistance in the ticket, Udemy considers that this issue was properly resolved.

  
  

  
  

  Thank you for notifying us of this matter!

  
  

  
  

  Udemy Support Team 

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22803641
  
  I am rejecting this response because:
  I paid for courses that I can now apparently access through my school, which was not advised when I was checking out. Due to this situation, as per the previous attachments, I am requesting the money that I paid be refunded.  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:01/12/2025

  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.

  UNAUTHORIZED CHARGE AND INADEQUATE CUSTOMER SERVICE RESPONSE To whom it may concern, I am writing to file a formal complaint against Udemy.com regarding an unauthorized charge and their subsequent failure to provide adequate customer support._______________________________________________________________________________ On January 9th 2025, I subscribed to Udemy's monthly subscription plan, which was advertised at $30.00 per month. However, contrary to this agreement, Udemy charged my bank account ******** significant overcharge of $210.00 from the advertised price._______________________________________________________________________________My attempts to resolve this issue through their customer service channels have been unsuccessful:______________________________________________________________________________1.Calls to their customer support line are directed to voicemail with no response ____2.Their Chat-Support feature redirects users to their general Contact-Us homepage, providing no actual assistance ____**** alternative methods of contact have been made available to address this urgent matter _____________________________________________________________________________This unauthorized charge has created significant financial hardship, as I am now struggling to meet my other financial obligations and bill payments.__________________________________________________________________________I request the following resolution: ---1.Immediate refund of the overcharged amount ($210.00)---2.Confirmation that my subscription has been adjusted to reflect the advertised monthly rate of $30.00 ___________________________________________________________________________Given the urgent nature of this situation and its impact on my financial stability, I expect a prompt response and resolution to this matter.

  Business Response

  Date: 01/17/2025

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on January 13th, 2025, we contacted you via email. You can further check the status of this issue through Ticket #*******.

  Since we investigated the matter thoroughly and we provided an exception and processed a refund for the subscription plan, Udemy considers that this issue was properly resolved.

  Thank you for notifying us of this matter!

  Udemy Support Team