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:09/24/2024

  Type:Order 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 opened an UDEMY account a few years back, but have not used it. In the past month UDEMY has unilaterally signed me up for AI tracking. I have complained to UDEMY (I do NOT agree to being tracked with any AI tools, SW, etc.). Per UDEMY, I have to wait a year before they will remove me from their AI Tracking program (can I even trust them to do that, given that UDEMY unilaterally signed me up for AI Tracking in the first place).I have attempted to cancel my UDEMY account, however their system tools will not allow this until I provide my Tax Payer ID (Social Security Number). [Per the UDEMY web site, they owe me $0.00, and will not close the account until the amount ($0.00) is paid, AND they will not issue a check for $0.00 until I provide my Tax Payer ID.] - First: I am listed as a "Student", so I have no money due to me.- Second: The supposed amount owed ($0.00) is "ZERO"- Third: I have not asked for any compensation.This whole thing reeks of FRAUD.- I did NOT sign up for AI Tracking. - There is NO WAY I will provide UDEMY with my Social Security Number. I do not trust UDEMY (and why would I when they unilaterally sign me up for something I do not want.Question: Noting the penalties against ***** FARGO a few years back, is it even legal for a company so unilaterally sign people up?

  Business Response

  Date: 09/27/2024

  Hello,

  
  

  
  

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

  
  

  
  

  Since we investigated the matter thoroughly and requested additional details on your concerns, Udemy considers that this issue was properly resolved.

  
  

  
  

  Thank you for notifying us of this matter!

  
  

  
  

  Udemy Support Team 

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22330479
  
  I am rejecting this response because:

  My initial complaint was that UDEMY unilaterally signed me up for "AI Tracking", without my approval.  I am adamant that I do NOT want UDEMY to use AI Tracking on me.  Since UDEMY will not allow me to "Opt-Out of AI Tracking", I want to cancel my account.  In addition I want UDEMY to remove any and all files that they have regarding me.

  In attempting to Cancel my UDEMY account, I have logged onto the UDEMY Web site, followed the UDEMY directed links, and clicked "Cancel account".  In response, the UDEMY website messages me "Error:  You have a pending payment from Udemy. See Revenue Report here. You will then have the option to close your account once you have been paid."

  When I click on the the "Revenue Report" link, the summary pops up to show:  "Revenue Report   $0.00  Your Lifetime Earnings as of Sep 27, 2024", and "Our records indicate you do not currently have a valid tax form on file. The payout of your Udemy earnings will be suspended until a valid form is received.".  In other words, the UDEMY online report shows that NO money is owed to me ($0.00), however they will not allow me to close my account until I provide my Tax Payer ID.

  Since I have NOT earned any money from UDEMY (going back to the inception of my account in ~ CY 2017), there is NO reason I should have to provide my Tax Payer ID to **********************.  In addition, noting that UDEMY has unilaterally signed me up for invasive AI tracking, and that they will not allow me to "Opt-Out", I do not trust them.  Noting that UDEMY is not trust worthy I will not provide them with my Tax Payer ID.

  Following the UDEMY web site links for support, I have gone to the "CHAT" Support link.  The link is only a BOT, and simply puts me in a circular loop, where I am directed to the same "Cancel Account" link that does not allow me to close out my account.

  I have received an email from UDEMY, directing me to the same website links, and again, it's nothing more than a circular loop that will not allow me to cancel my account, until I provide Tax Payer ID information.  AGAIN, there is NO reason that UDEMY would need my Tax Payer ID, as  they have not payed me any money, nor do they owe me any money (as per their online records.

  What I need to consider this issue closed:  Let me close out my account. 

  And by-the-way:  Do NOT unilaterally sign me up for anything.

   

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

  Customer Answer

  Date: 09/30/2024

  This is a follow up regarding regards to complaint #********. I have been contacted by UDEMY via email, and they have asked that I reach out to them to address this issue (close out my account). In the UDEMY email is a link to their SUPPORT CHAT. I have gone to the CHAT, and it has proven to be no more than a automated circular file that gets me no where (my discussion is pasted below). In my view, my request is simple and straight forward "Close Out my account". The chat link appears incapable or recognizing there is an issue on their end impacting my ability to close out the account. I have attempted to use the UDEMY website & chat support multiple times. I would like to speak with a live UDEMY support person (or at least email them) however this is not offered as an option. My request: - UDEMY to acknowledge that I am NOT required to provide my Tax Payer ID (I have not received any money from UDEMY since opening an UDEMY account. Nor and I scheduled to receive any money from UDEMY. The non-sense that UDEMY owes me "$0.00" is either a glitch in their programming logic, or a scam attempt to get personal information that they do not need. - Close out my account - Delete any & all records they have regarding me, including any & all AI tracking data. Thank you attached: Chat room discussion on 9 26 24 Thank you for contacting Udemy Support. Please note you are corresponding with Udemy's virtual agent. This conversation may be recorded for quality control purposes. For security purposes, if youre accessing Udemy.com from a public or shared device, please be sure to log out of your Udemy account and close your browser to close this chat, when youve completed your learning experience. ----------------------------- Hi! I'm ****, Udemy's virtual agent. I'm here to help you quickly resolve your issue or question. But, if you need additional assistance, I can help you submit an email ticket to our team. Before proceeding, can you confirm if you've already submitted an email ticket regarding this? Please select from one of the options below. Yes. I have submitted a ticket about this. ****. Thanks. If you have already reported this to our team via an email ticket, you can expect a response from them in your inbox, as soon as they're able to provide you with an update. Please be sure to check your spam or junk folder if you do not see the email ticket in your inbox. If you have any additional questions or information to provide regarding the issue, we recommend responding in the ticket you initially submitted. This will improve our team's ability to view all the applicable details. As noted, our team will get back to you as soon as they have investigated and are able to provide you with an update. We appreciate your patience and cooperation. Per the ticket, the email I received closes out with "....We look forward to your response, Best regards, **** *. Udemy Support To respond to a Udemy Support email: * Follow the instructions provided in the email. * If you need further assistance, visit our *********** and click 'Contact Us'. * You'll be connected with '****', our virtual agent, who can guide you through the process of sending an email ticket to Udemy Support. Uploaded image Compromised Accounts: Troubleshooting & Help --- Uploaded image How to Contact Udemy Support --- If you have a moment, please rate your experience This IS the "CONTACT US" button that I was prompted to click. It appears this is a nothing more that a never ending loop. While we do not offer live chats with our human agents, I'm hoping I can help you resolve your issue now, so that you don't need to submit an email ticket to our team. If you're interested, the article below includes tips on how I work best. I can also help you submit an email ticket to our team if you wish. They will follow up by email as soon as they have an update available. To assist you further, can you confirm if you're a learner or an instructor? Learner Okay. Please select from one of the issues or options below. Another issue Okay. In a few words, please describe your question or the issue you're encountering. If it's helpful, the article below includes tips on how I work best. re Ticket number *******, please close out my account. In addition, please delete any & all files related to my account, including any & all "AI" files To close your Udemy account, follow these steps on a browser: - Log in to your account. - Click on your profile at the right corner of the page. - In the dropdown menu, click 'Account settings'. - Click 'Close account' on the right-hand side. - Enter your password and click 'Close Account' again. Note: This step cannot be undone. - A confirmation email will be sent to your registered email address. If you wish to revoke the close account request, you must do so within 14 days. Uploaded image How to Close an Instructor Account (Browser Instructions) --- Uploaded image Closing Your Account (Browser Instructions) --- The UDEMY website will not allow me to close out my account. The reason cited: UDEMY owes me $0.00, and will not issue a check for $0.00 until I provide my Tax Payer information. Since I an NOT an instructor, and since the supposed amount owed to me is ZERO ($0.00 per UDEMY), there is no legitimate reason for me to provide my Tax Payer ID. To close your Udemy account, follow these steps: - Log in to your account and click on your profile at the right corner of the page. - In the dropdown menu, click Account settings. - Click Close account on the right-hand side. - Enter your password and click Close Account again. Note: If you're a co-instructor, remove yourself from the course first. If there are any payments due to you, you wont be able to close your account until the last scheduled payout is sent by Udemy. Uploaded image How to Close an Instructor Account (Browser Instructions) --- Uploaded image How to Close an Instructor Account (Browser Instructions) --- I have followed the steps noted above ******** times, and again in the last minute). Per my note above, the UDEMY website will not allow me to close my account until I provide Tax Payer ID. I will NOT provide my Tax Payer ID because a) I am registered as a Learner and NOT an instructor. b) I have NOT received any money from UDEMY c) Per UDEMY, the amount owed me is "$0.00" [in other words ZERO]. Udemy's Taxpayer Identification Number is **********. If you're facing an account closure issue due to a tax payer ID request, please ensure you've provided the correct information. Remember, closing your Udemy account will result in loss of access to all enrolled courses and deletion of personal data. If you wish to revoke the closure request, notify us within 14 days of submission. Once the account is fully deleted, we cannot reinstate it. Uploaded image Taxes: Student FAQ --- Uploaded image Closing Your Account (Browser Instructions) --- Please put me in contact with a live person While we do not offer live chats with our human agents, I'm hoping I can help you resolve your issue now, so that you don't need to submit an email ticket to our team. If you're interested, the article below includes tips on how I work best. I can also help you submit an email ticket to our team if you wish. They will follow up by email as soon as they have an update available. Please select from one of the issues or options below. Please provide an UDEMY email address Please select from one of the issues or options below. Another issue Okay. In a few words, please describe your question or the issue you're encountering. If it's helpful, the article below includes tips on how I work best. The web site will not honor my request to close out my account. To close your Udemy account, follow these steps: 1. Log in to your account. 2. Click on your profile at the right corner of the page. 3. Click Account settings. 4. Click Close account on the right-hand side. 5. Enter your password and click Close Account again. Note: If you encounter an error message, you can ask for escalation. After submitting your request, a confirmation email will be sent to your registered email address. If you change your mind, you can revoke the close account request within 14 days. Uploaded image How to Close an Instructor Account (Browser Instructions) --- Uploaded image Closing Your Account (Browser Instructions) --- Please provide the UDEMY email address for submitting a ticket While we do not offer live chats with our human agents, I'm hoping I can help you resolve your issue now, so that you don't need to submit an email ticket to our team. If you're interested, the article below includes tips on how I work best. I can also help you submit an email ticket to our team if you wish. They will follow up by email as soon as they have an update available. Please select from one of the issues or options below. I need your email address Please select from one of the issues or options below. 20m ago

  Sent from ****** ******* (***************************************************************************************************)

   

  Business Response

  Date: 09/30/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on September 24, 2024, we have reviewed your BBB case. You can further check the status of this issue through the reopened ticket #*******.
  
  Since we investigated the matter thoroughly and processed your request, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team 

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  After multiple attempts to deal with this issue directly with UDEMY (with no success), I reached out to BBB for assistance.  The initial response from UDEMY was to send me what appeared to be an automated memo pushing the issue back to me and calling the matter closed.  It took two additional rounds of emails, including BBB in each round, before the matter was addressed by UDEMY in a reasonable way.

  Having said that, at this time, 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:09/22/2024

  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.

  On Sep 19th, 2024, I saw from Udemy.com that they had 30-day money back guarantee, so I decided to give it a try, to see if the courses were as helpful as they ************* around 12:44 PM EST that day, I purchased 12 courses in a single order and was charged $2,399.88. However, immediately after I was charged, Udemy.com automatically canceled my order and reversed the charge of $2,399.88.Therefore, I made another identical purchase at around 12:54 PM EST that day and was charged another $2,399.88. Things happened. After watching about 1 minute, I found that the course was not suitable for me, so I tried to request a refund, but Udemy.com did not allow me to do so, telling me that I had already requested a refund for the courses (which was actually automatically canceled and reversed by Udemy.com).I contacted Udemy.com customer support at around 13:04 PM EST that day and still have not got a valid response from them as of today (Sep 22, 2024).Now the whole thing seems like a hoax and fraud. First, Udemy.com advertised that they provided 30-day money back guarantee. Second, when you placed an order on Udemy.com, Udemy.com would automatically cancel the purchase and never gave a chance to watch the courses. Third, when you made a second purchase, this time Udemy.com would allow the purchase to go through.Fourth, when you tried to submit refund requests, you would be told that refund requests had been submitted earlier (the system automatically canceled your order earlier).Udemy.com used such automatic cancellation and reversal to deprive consumers of the opportunity to request a refund when they even have not started watching the courses yet! Isnt this a hoax or fraud?I requested Udemy.com to refund my payment of $2,399.88.

  Business Response

  Date: 09/23/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on September 22, 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 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:09/18/2024

  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.

  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:

  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 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:

  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 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:

  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.

  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:

  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 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:

  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 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:

  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.

  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:

  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.

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