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:10/28/2024

  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.

  The personal plan, whose price mysteriously is the only one not loading up in the afforementioned screenshot.they make it look like its a monthly subscription plan. as they call it a subscription. you have no idea you are signing up for an annual subcription.they are now tricking you as they usually have 30 day refund no questions asked guaranteed, why they are not giving same for personal plan is beyond explanation you think you are buying a 20 dollar a month plan and instead are giving them 240 dollars and this plan offers no refund what so ever, naturally.its a huge scam not to mention the company has already been involved in shady behavior in the past for the way they run discounts and were even penalized, check the aforementioned screenshots.

  Business Response

  Date: 11/01/2024

  Hello,

  
  

  
  

  After receiving your Better Business Bureau (BBB) complaint on October 26, 2024, we have reviewed your Personal Plan request. You can further check the status of this issue through Ticket #*******.

  
  

  
  

  Since we investigated the matter thoroughly and have provided the next steps with your dispute case, Udemy considers that this issue was properly resolved.

  
  

  
  

  Thank you for notifying us of this matter!

  
  

  
  

  Udemy Support Team 

• Initial Complaint

  Date:10/26/2024

  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.

  They advertised for typing classs. The video showed what type of things that would be learned. When I signed up and paid the course was exactly what I just watched in there advertisement. So I paid for nothing. There actual site is impossible to navigate. It doesnt allow you to ever reach anyone for support. It will just continue sending you to different sites without end. This is also the case with a refund. This guy only took $16.00 but Im sure this scam is adding up to make him pretty wealthy.

  Business Response

  Date: 10/28/2024

  Hello,

  
  

  After receiving your Better Business Bureau (BBB) complaint on October 26, 2024, we have reviewed your refund inquiry. You can further check the status of this issue through Ticket #*******.

  
  

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

  
  

  Thank you for notifying us of this matter!

  
  

  Udemy Support Team 

• Initial Complaint

  Date:10/23/2024

  Type:Sales and Advertising 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.

  To Whom It May Concern at Udemy,I am writing to escalate my unresolved complaint regarding persistent issues with your shopping cart functionality. Despite my previous communication and the deadline I set for a response, I have not received any acknowledgment or resolution from your support team.The ongoing technical problems have prevented me from purchasing seven courses that are currently on sale. As a loyal Udemy customer since 2018, this situation is both frustrating and financially detrimental. The courses I intended to buy have a combined non-discounted value of $629.93 USD, which I am now at risk of losing due to your platform's malfunction.This amount is valid for the following reasons:The courses were legitimately on sale, and I attempted to purchase them within the sale period.I made multiple attempts to complete the transaction, all of which failed due to your cart's non-operational status.I promptly reported the issue through your complaint channels, which were also non-functional.The sale is ending soon, and I will miss out on these significant discounts through no fault of my own.I have followed all recommended troubleshooting steps, including clearing cache and cookies, trying different browsers, and ensuring my payment methods are valid13. None of these actions resolved the issue, indicating a problem on Udemy's end.Given the lack of response to my initial complaint and the imminent end of the sale period, I am formally requesting a credit of $629.93 USD to my Udemy account. This credit would allow me to purchase the courses at their intended sale prices once your system issues are resolved.If this matter is not addressed satisfactorily within the next 48 hours, I will have no choice but to file a complaint with the ************************ and consider legal options to recover my potential losses.I look forward to your immediate attention to this matter and a swift resolution.Sincerely, ********* *****

  Business Response

  Date: 10/24/2024

  Hello,

  
  

  
  

  After receiving your Better Business Bureau (BBB) complaint on October 23, 2024, we understand you are experiencing issues making a purchase on our platform. You can further check the status of this issue through Ticket #*******.

  
  

  
  

  Since we investigated the matter thoroughly and advise you have exceeded the maximum number of courses allowed in your shopping cart, Udemy considers that this issue was properly resolved.

  
  

  
  

  Thank you for notifying us of this matter!

  
  

  
  

  Udemy Support Team 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22466220

  Udemy ticket ID *******
  
  I am rejecting this response because:
  

  To  address the glaring issue in your recent response concerning my cart and discount eligibility. The explanation provided is incorrect and does not reflect the facts.
  
  1. Cart Limitation Issue: My cart contained only three courses, well below any stated maximum. The assertion that I exceeded a maximum number of courses in my cart is not only baseless but raises concerns about the accuracy of your review process.
  
  2. Discount Denial: Additionally, your system failed to apply the advertised discount despite my account status and history as a customer. This restriction lacks merit, particularly given my continuous, long-standing engagement with Udemy since ************************************* hundreds of courses over the years.
  
  As a result of Udemy's malfunctioning platform and lack of resolution, I expect compensation in the form of a $100 credit toward future purchases. This gesture is entirely reasonable, given the inconvenience and the loss of time Ive experienced due to this oversight.
  
  Please ensure this issue is resolved promptly and confirm the application of this credit to my account.
  
  Thank you for your immediate attention to this matter.
  
  Sincerely,
  ********* *****

• Initial Complaint

  Date:10/22/2024

  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 have bought around 15 on-line classes from Udemy. This summer, my email was hijacked and I have been unable to get it back. The email I am giving you here is safe so far anyway. The hacker was able to use emails from my bank to hack into the bank. I was able to stop them before they stole my money. I contacted Udemy and told them to stop sending anything to that email. Instead of doing what I asked, they cut off my access to the account and refuse to restore it or give me a refund. They know who I am and that I bought those classes. I sent a paper letter to the San Francisco office as well as dealing with them in multiple emails. They absolutely know who I am but will not restore the account. They claim they need banking information, and they do not. I told them if they do not want me as a customer, to send me a paper check refund and they have not done so. My complaint in their system is *******. They have stopped responding to me. I am not putting anything regarding money in emails again. They know I was injured by a hacker and insist on increasing that injury by stealing from me. I do not know if they keep their accounts by name or email. The hijacked email I was using with them was ****************************

  Business Response

  Date: 10/24/2024

  Hello,

  
  

  
  

  After receiving your Better Business Bureau (BBB) complaint on October 22, 2024, we reviewed your account access case. You can further check the status of this issue through Ticket #*******.

  
  

  
  

  Since we investigated the matter thoroughly and have requested proof of purchase in the form of a bank statement in order to regain access to the account, ********************** considers that this issue was properly resolved.

  
  

  
  

  Thank you for notifying us of this matter!

  
  

  
  

  Udemy Support Team 

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22458675
  
  I am rejecting this response because: Udemy's response only further demonstrates that they are poorly run or outright dishonest and fraudulent.   First you will notice, they do not give you a person's name who is responding to you.  This could be an AI generated response.  Everything they do is like that.  Their response says asking for my bank statement "resolves" this.  How does that resolve anything other than them completing a theft? 

  If you read their response, they are trying to lead you to believe that this was a recent onetime purchase that is in dispute. This is intentionally deceptive.  This is an online learning company.  You buy a class from them you can take the class anytime and go back and review the materials any time you want.  I have about 8 years' worth of purchases in this account, and they are denying me access to the entire thing.  It is probably about 20 classes.  I have taken some of them but others I have not even started.  

  They should not be asking anyone for a bank statement.  I talked to my bank about this, and they say this sounds fraudulent. They told me not to do it. No company should ask for someone's bank statement.  The hacker used information in my email to hack into my bank account. With online banking, a hacker does not need an account number or anything to steal from you.  For all I know, the hacker could be one of their employees.  Now they are asking for information that could injure me further. They have failed to demonstrate they have sufficient IT security to protect people's banking information sent in an email.  They say this is for security.  But that is not what IT security looks like.  This puts people at risk. 

  They say they need dual factor identification.  So I sent them Certificates of Completion from courses I took from them.  That clearly demonstrates that it is my account.  Yet they still improperly demand information they are not entitled to.  I also wrote them a paper letter which a hacker would never do.  I have fully identified myself as the owner of the account that they are stealing.  

  They are concealing from you that they caused this problem in the first place.  I asked to change my email due to an email hack.  I had changed by password with them and the account with them was never compromised.  I had access to it for a while before I asked to change the email.  I asked them only to change my email.  Without my permission, they closed my account.  I absolutely never authorized them to close the account.  Even when they told me they were closing it, they said nothing about a bank statement.  They never should have closed the account. 

  By closing the account without my permission, they denied me access to the information I would have used for identification.  If they had not misled me and closed the account without my permission, I would have downloaded all of the written materials for all the classes I bought and then just close the account.  Because they misled me, I was unable to take this action

  These classes can stay in your account for years.  No one keeps bank records for that long especially for some little class that cost $15.  I have corresponded with them extensively.  If people are actually reviewing this stuff and not a robot, they absolutely know it is my account and they are just cheating me.  A robot would know too actually.  I see comments about them on ******** and elsewhere that they have stolen classes from other people.  

  Their response indicates they intend to steal from me.  But having this up on your website may help others avoid this rip off.  They apparently care nothing about small customers such as me and will steal from us with impunity. I am getting ready to retire and was planning on buying more stuff from them but will not now.  They are a bad company.  I can take classes from someone else. Like so many companies, all is well as long as they are getting your money.  As soon as they need to assist you with something somewhat out of the ordinary, they just fail at that and still they will just take your money. 

   

   

   

   

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

• Initial Complaint

  Date:10/22/2024

  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 have been a Udemy customer for many years and have used it to achieve or maintain certifications. I too ran into a similar issue that appears in many of these complaints where Udemy randomly changed their logon procedure and now requires a 6 digit code to be sent to my email, which I never receive. I have filed 2 separate tickets with no response or resolution. My phone number was included in the last ticket in the event that they were having email issues or wanted to confirm that I have received the code. No response. I too have purchased hundreds of dollars in courses that I can now no longer access. As an IT professional, I too have recommended Udemy for other IT professionals but will not do so in the future as Udemy appears to have either been hacked/compromised or is doing something sketchy with user accounts once they have ordered hundreds of dollars in courses.

  Business Response

  Date: 10/25/2024

  Hello,

  
  

  
  

  After receiving your Better Business Bureau (BBB) complaint on October 22, 2024, we have reviewed your login issue case. You can further check the status of this issue through Ticket #*******.

  
  

  
  

  Since we investigated the matter thoroughly and advised to whitelist Udemy email address and provided an alternative method for login, Udemy considers that this issue was properly resolved.

  
  

  
  

  Thank you for notifying us of this matter!

  
  

  
  

  Udemy Support Team 

• Initial Complaint

  Date:10/13/2024

  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 BBB,I am writing to file a complaint against Udemy regarding their refusal to issue a refund for my subscription. The transaction date was October 12, and I paid $259.20. While I understand that they do not offer refunds for personal plan subscriptions, I believe I am an exception case. As a 19-year-old dealing with a family emergency, I have had to completely stop my studies and work, putting me in a desperate financial situation. The $259.20 I paid is extremely important to me right now. Despite reaching out to Udemy multiple times to explain my circumstances, they still declined my request for a refund. Their lack of empathy in this matter is disheartening, and it feels as though they have no heart in considering my request. Life is already hard for me, and they did not even reconsider. If I had enough money, I would never ask for a refund, but the fact that I am asking so desperately should warrant some compassion. I hope you can assist me in addressing this issue, as I believe every customer deserves to be treated with kindness, especially in difficult times.Thank you for your attention to this matter.Sincerely,**** ****

  Business Response

  Date: 10/15/2024

  Hello,

  
  

  
  

  After receiving your Better Business Bureau (BBB) complaint on October 13, 2024, we have received your subscription refund request. You can further check the status of this issue through Ticket #9324271.

  
  

  
  

  Since we investigated the matter thoroughly and granted a one time exception for a refund, Udemy considers that this issue was properly resolved.

  
  

  
  

  Thank you for notifying us of this matter!

  
  

  
  

  Udemy Support Team 

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22416746, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Tien Tran

• Initial Complaint

  Date:10/09/2024

  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 have been a Udemy customer for over a year now, and have spent hundreds of dollars to purchase IT classes. All has been working well until recently when Udemy decided to change their login procedure. No longer can you use a username and password. Now, you enter your email and they supposedly send a code via your email. Fine.. Other companies do this.. However, with Udemy the emailed code never arrives.. I have checked my spam folder. I have checked blocked senders, I have checked several times, and they are not blocked, they aren't in spam/junk.. I've been in IT nearly 30 years, and I have a pretty good idea that the problem is NOT ON MY END. I contacted support and submitted a ticket.. They were supposed to send a email for that also. It never arrived. Finally I was contacted by support (Ivy) who gave me the standard unhelpful answer to check my spam/junk folders.. I ALREADY DID THAT. so I called the number listed here. Mailbox is full. Great.I want a phone call from someone who can help fix this problem and get me back into my courses, or I want a refund. Their non support "support" is TOTALLY UNSATISFACTORY..

  Customer Answer

  Date: 10/10/2024

  ********,

  this has been resolved and can be closed,

  Thanks,

  Mark

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising 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 emailed Udemy regarding an issue I was having with one of the art courses online. First of all, the communication with their representatives was terrible, as they did not understand or could not see the problem. Once they saw the problem, they removed access to both courses I had purchased and only credited me what I paid for them several years ago, totaling $29. At todays prices for online art courses, this is not enough to buy even one course. So they removed two courses and essentially only credited me enough to buy one half of another course. And they did all this, without telling me advance what they were going to do. They just simply did it. And they refuse to reinstate my courses. This company operates with very bad business practices.

  Business Response

  Date: 10/10/2024

  Hello,

  
  

  After receiving your Better Business Bureau (BBB) complaint on October 9, 2024, we have reviewed your case. You can further check the status of this issue through Ticket #*******.

  
  

  Since we investigated the matter thoroughly and we have granted a credit refund and provided a discount code to purchase new courses to fit your needs, Udemy considers that this issue was properly resolved.

  
  

  Thank you for notifying us of this matter!

  
  

  Udemy Support Team 

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22403966
  
  I am rejecting this response because their solution does not adequately compensate me for the loss of the two courses. I've invested over $300 in supplies for the one acrylics course the deleted, and those supplies are very specific for that course. Also, there was no reason for them to delete the drawing course, as I was not complaining about that course. I am not satisfied with the $29 credit and coupon code for another class. This is insufficient. I want my original courses back.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:10/07/2024

  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 working toward a computer language certification. I purchased a set of six practice tests. I took the first one and it was full of errors. I thought it might be just the one course, so I started the second but it too was full of errors. Udemy says I can request a refund within 30 days; but when I attempt to do so on their web site; it says I have watched too much of the course. The "contact us" link just takes you to a chat bot that says it is unable to answer your question. They have no support phone number. I have purchased a defective product and want my refund. I know it isn't much money; but it is the principle of the matter. I am sure other people purchase much more expensive courses and this company needs to provide better support and a real option for speaking to someone.

  Business Response

  Date: 10/09/2024

  Hello,

  
  

  After receiving your Better Business Bureau (BBB) complaint on October 7, 2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #9307403.

  
  

  Since we investigated the matter thoroughly and granted a one time exception for a refund, Udemy considers that this issue was properly resolved.

  
  

  Thank you for notifying us of this matter!

  
  

  Udemy Support Team 

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising 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.

  2024 Oct 02, I create an Udemy account to an email address similar to mine and bought a course on it. There is no verification when I registered, so I didn't find out the the email address is not exactly mine in time. When I found out, I tried to change the email address, but now Udemy requires 2FA and sends verification code to this inaccurate email. I won't be able to access to this account and initiate a refund.I tried to reach out to their support team. I create a ticket, but didn't receive the confirmation email. They also make sure the create support ticket option is hidden as deep as possible. I demand they revoke this inaccurate account and initiate the refund.

  Customer Answer

  Date: 10/03/2024

  Hello,

   

  About this complaint, Udemy contacted me after I sent an email ticket to their privacy inbox. I would like to inform you that this issue is properly addressed. Please consider withdrawing this complaint. Thank you for your time. 

   

  Kind regards,

  ***** **