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Business Profile

Online Education

Udemy - Udemy.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Education.

Important information

Complaints

Customer Complaints Summary

  • 156 total complaints in the last 3 years.
  • 76 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:09/18/2024

    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.
    signed up for 30 day free trial. I cancelled on the same day of renewal prior to 8 am EDT. My subscription ended leaving no access to courses as of the time of cancellation - see attachmetnt. I was charged $350.30 cdn funds still for the annual subscription as an advanced charge for upcoming year Sept ************. Online support does not offer assistance for subscription refunds, no offer to open a ticket and no live agent available. This company is collecting money for services not rendered and cancelled. Business phone number provided does not allow for customers to ask about refunds. Requesting full refund.

    Business Response

    Date: 09/20/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on September 18, 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 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:09/16/2024

    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.
    I had an annual Udemy subscription that I rarely used, and three days ago, I saw it had been renewed. I reached out to their support team immediatelyjust minutes after the charge hit my credit cardto request a refund. Unfortunately, Udemy refused.How can you refuse to refund $199 to your customers within minutes of charging the customer? I've spent over $700 on ********************** courses over the years, but no more!

    Business Response

    Date: 09/18/2024

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on September 16, 2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.


    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: 09/19/2024

    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,

    Yacine Soufiane

  • Initial Complaint

    Date:09/13/2024

    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 purchased courses from this company over the last five years, but they have locked me out of my access. Their system should send my email a six-digit multi-factor authentication code, but it does not. The helpdesk every time I opened a trouble ticket and told about the problem, the UDEMY helpdesk kept sending me a link to an article telling me to check my spam and junk folders. I am a Computer Engineer who has worked in the field for twenty-five years. I did everything I could think of, but the system is not sending the email message. UDEMY has not solved my problem. It has been six months. It should been UDEMY's responsibility to figure out how to unlock my account.

    Business Response

    Date: 09/16/2024

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on September 13, 2024, we have reviewed your login case. You can further check the status of this issue through Ticket #*******.


    Since we investigated the matter thoroughly and can confirm your login case has been addressed, Udemy considers that this issue was properly resolved.


    Thank you for notifying us of this matter!


    Udemy Support Team 

  • Initial Complaint

    Date:09/12/2024

    Type:Billing 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.
    At 8:10 pm, on 9/12/2024 Udemy charge me for a full year subscription following a free trial. I signed up for a month to month subscription and want a refund. I canceled my subscription within 30 minutes of seeing this charge on my account.

    Business Response

    Date: 09/17/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on September 12, 2024, we have reviewed your subscription inquiry. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and provided an 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: 10/16/2024

    On September 16, Udemy wrote me an email saying the refunded my money. They have not credited my account. They do not respond to emails replying to their emails and you cannot find a phone number for them.

    Business Response

    Date: 10/21/2024

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on September 12, 2024, we have reviewed your subscription refund request. You can further check the status of this issue through Ticket #*******.


    Since we investigated the matter thoroughly and has granted an 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:09/11/2024

    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 have been using uDemy for nearly a decade, and have never requested a refund. On 08/27/24, I purchased a uDemy course for my daughter. She came to me a couple of days later having only watched 4% of the 135-class course, and said that she had given it her best try, but the course was not helpful and did not meet her expectations.I initiated a refund request thinking I could get at least credit to another class, and received a message, This course is not eligible for a refund based on your viewing history. In accordance with our refund policy, you have watched too much of this course to request a refund. In the refund policy, under Additional reasons or denied refunds, the first bullet states that refund will be denied if A notable amount of the course has been consumed or downloaded by a student before the refund was requested. I continued to research the site, thinking that there would be something more definite, but found no specific information defining what constitutes a notable amount.There was no contact or team with whom to discuss this issue. The Chat was completely useless every attempt I made to ask a specific question left me caught in an endless loop. There is no phone number on the site itself; I went online and found a phone number, but when I called it, not only did no one answer, I was sent to a voice mail box that was full, so I was unable to even leave a voice message.This course was only $10.77; normally it costs around $90, so money is not the issue (though had I paid full price and run into this experience I'd be calling my credit card to dispute the charge). I am reporting this to BBB based on lack of support and my concerns around the incredibly vague refund policy which looks to me like it could potentially be leveraged against customers and used to deny pretty much any refund request. uDemy is taking money from customers, which means any refund policy should be very clear-cut, and they should have 24-hour support system.

    Business Response

    Date: 09/18/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on September 11, 2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.

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

    Thank you for notifying us of this matter!

    Udemy Support Team 

  • Initial Complaint

    Date:09/05/2024

    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 am unable to access both of the udemy accounts I have. I have paid courses on both of my accounts. My first account with my personal email just shows an error when I try to log in. I have emails from udemy which confirm that an account with this email does exist so why does it say that it doesnt when i try to log in? I paid for courses on that account. My second work related account will not let me log in without a confirmation code even though I was logged into it about an hour before it logged me out. I lost access to that email and am trying to get it back but it wont even let me log in with my password instead of the code. I figured I could merge the accounts if i really need to and if its causing an issue (i would prefer not to) so I tried to sign into my personal account and thats when I found it that it wont even let me log into it. I paid good money for courses on both those accounts and I either want my accounts back so I can continue with my courses or all of my money back. Throughout all this I have been unable to contact any actual human for customer support.

    Business Response

    Date: 09/09/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on September 5, 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 assisted in the merge request, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team 

  • Initial Complaint

    Date:08/31/2024

    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.
    Web Portal Logon issue Multi-factor authentication is turned off on my account and ********************** forces me to log in with multi-factor authentication. Their business doesn't offer live support for their customer only links to troubleshooting articles that are useless for this issue. If you can find it, it allows you to create a ticket that only provides canned responses and further links to articles that don't resolve the issue. They offer lifetime access to the purchased courses but restricts access by enforcing multi-factor authentication.

    Business Response

    Date: 09/09/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on August 31, 2024 we have reviewed your MFA inquiry. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and our team assisted in your request, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

     

    Customer Answer

    Date: 09/09/2024

     
    Complaint: 22223601

    I am rejecting this response because:

    Sincerely,

    *************************

    Customer Answer

    Date: 09/17/2024

    I have informed Udemy the issue still exist. 2fa is not enabled on my account but ********************** said there was unusual activity on my account and chose to enforce 2fa.

    Mult-factor authentication or 2fa is supposed to expire after a short amount of time to prevent reuse. However, I am still able to use a generated pin code from 6 days ago. Which means this is only one factor authentication (Something you know)

    I offered to assist them in troubleshooting and resolving the issue but they declined

  • Initial Complaint

    Date:08/24/2024

    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.
    Currently I am attempting to purchase courses during a "best price" sale. ****** payments are not working. Because the ****** payment didn't work, the Udemy credits I was planning on using are "pending purchase" and are unavailable. If I miss the current sale, I have to wait an unknown amount of months for a sale of the same price. There is no email or phone number to contact Udemy, and clicking on the "help" link logs a user out of their account. So to summarize: Unable to purchase courses, unable to use money that Udemy owes me (credit), and unable to contact Udemy support in any way, other than using a chat bot.

    Business Response

    Date: 08/27/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on August 24, 2024, we have reviewed your payment pending case. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and can see you are now successfully enrolled in the course, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team 

    Customer Answer

    Date: 08/27/2024

    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:08/15/2024

    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.
    When I came across this website where you could take courses and earn certificates.......it stated that the trial period was for a week and after your card would be charged $240 for a year. It did not state that these were only prep courses and that additional courses would cost more.....and you don't even get a certificate! They charged my card at 0930 this morning and I reached out immediately to cancel for a refund and they denied my request. They have access to see that I have not been able to take any courses in the one week time frame, yet they still will not refund my money. I would have never signed up for a service had it been upfront with pricing and the fact that most of the courses they provide are only prep courses. It said you could receive certificates for certain courses. I told them that none of those courses apply to me and they still said no refunds. I find this to be theft....why do companies get away with this kind of situation? It is so frustrating and really makes you wonder why they are so adamant about not giving me a refund for a product that I cannot use. This makes me believe that they are not doing the greatest in their business if they want to keep my $240 for nothing.

    Business Response

    Date: 08/19/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on August 15, 2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.

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

    Thank you for notifying us of this matter!

    Udemy Support Team 

  • Initial Complaint

    Date:08/13/2024

    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.
    Udemy Banned one of my courses because I used a clip from a news source which is FAIR USE, under the fair use doctrine of the **** copyright statute, **************************************************************************************************************************************************** though I stated this in the description of the course and provided them with the information on the government's website, they are refusing to answer my questions, and they refuse to unban the course. I need someone with an ounce of common sense to email me with regard to this matter.

    Business Response

    Date: 08/23/2024

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 8/13/2024, we investigated and confirmed the reason for the initial course disable, and reached out in a new ticket to provide further options to publish your course in accordance with Udemy's Terms and Intellectual Property Policy. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and provided avenues for successful publishing of the course in accordance with our policies, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 08/24/2024

     
    Complaint: 22133908

    I am rejecting this response because:

    The response I received WAS NOT HELPFUL. This company is trying to take away my rights as an American citizen. I will be contacting the state.

    ***********************

    Business Response

    Date: 08/29/2024

    Hello,


    After receiving your response to the Better Business Bureau (BBB) complaint submitted on August 13th, we re-examined the decision taken and sent a new response in the original ticket thread. You can further check the status of this issue through Ticket #*******.


    Since we investigated the matter thoroughly and provided avenues to move forward as an instructor on our platform according to our Terms of Use, Udemy considers that this issue was properly resolved.


    Thank you for notifying us of this matter!


    Udemy Support Team

Udemy - Udemy.com is NOT a BBB Accredited Business.

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