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Business Profile

Online Education

Udemy - Udemy.com

This business is NOT BBB Accredited.

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Important information

Complaints

Customer Complaints Summary

  • 137 total complaints in the last 3 years.
  • 54 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:09/18/2023

    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.
    I initially signed up for a 7-day free trial to explore and assess the courses and features offered by Udemy. However, I inadvertently forgot to cancel the trial before the 7-day period ended. As a result, my account was automatically charged for an annual subscription fee of $219.40 I want to make it clear that I have not utilized any of the subscription features since being charged. Understanding that I missed the window to cancel, I reached out to your support team multiple times to request a cancellation and refund. As a compromise, I also suggested that you could charge me for just one month's service, considering it has been less than two weeks since the charge was applied. Unfortunately, my previous attempts to resolve this issue have been futile, and I have received no acceptable resolution or response.Therefore, I am formally demanding the following actions be taken immediately:Cancellation of the existing annual subscription.Full refund of the annual subscription fee of $219.40 to my original payment method.

    Business Response

    Date: 10/03/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 09/18/23, we have reviewed your previous ticket and chosen to offer a partial refund for your annual subscription to reflect a monthly subscription, terminating your subscription immediately. You can further check the status of this issue through Ticket #*******
    Since we investigated the matter thoroughly and reached out to confirm your partial refund, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:09/14/2023

    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.
    On 9/13/23 I noticed a charge on my card in the amount of $199 from Udemy, I contacted them via the chat option on their website and informed the representative that I do not recall signing up for a subscription and was told "You maybe got confused" and that they do not offer refunds. I have never heard of such a thing! It is unfair of them to not ***** me a refund given that I have no need for an annual subscription of which I was charged. BUYER'S BEWARE!!! Do not get scammed by Udemy, they use the free trial option to take advantage and scam consumers AND HAVE NO REMORSE about it. Smh

    Business Response

    Date: 09/21/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 09/14/23, we have chosen to provide you with a refund for your annual Personal Plan subscription. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and completed your refund in full, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:09/05/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    About 24 hours ago I tried to checkout with three online courses and was not able to due to shopping cart issues. I have sent an explanation of the problem to Udemy and Udemy has not responded in this 24 hour period. I would like a response as to why the Udemy shopping cart is nto working since Udemy support has been unresponsive. Thank you

    Business Response

    Date: 09/21/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 09/05/2023, we have successfully removed the courses from your cart, and have responded accordingly. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and removed your courses from the cart to allow you to make new purchases, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/28/2023

    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 started the seven day trial of Udemy and at no point did it state if you cancel after the 7 day trial you would be charged the full year price of $***. I canceled the day my subscription went live for billing as I received no notification prior and was still charged #***.52. When I contacted Udemy for a prorated billing refund they stated they were not obligated to refund subscripstions and cancelled my full year even though they just billed me for the full year. Only other countries appararently are *********** prorated refunds. I feel I should have had to acknowledge this stipulation upon entering the trial period. It was not stated clearly at all in the acceptance of the trial period.

    Business Response

    Date: 08/29/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 08/28/23, we reviewed your request and have granted you an exception for a subscriptions refund. You can further check the status of this issue through Ticket #*******.
    Since we investigated the matter thoroughly and have completed your refund request here, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/27/2023

    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 not been able to watch and/or fully download the courses I've paid for. I have been told multiple times (***** and ******) that I would be contacted back after speaking to the "Escalations team", I have not heard back Then I was told I couldn't return 2 udemy courses for udemy credit because I had returned them before and I don't remember even purchasing them before . My biggest complaint is I paid for these courses to download them and watch them off line in the app and I can do neither of those things for all of my courses so you are not providing the service and product for which I paid for. And then you have the most trash customer service that forsnt even get back.to you It's shameful how much money I've spent and this is the service I get. Either fix this or give me my money back and let me be done with your company

    Business Response

    Date: 08/29/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 08/28/23, our team is currently investigating your request. This requires further investigation from our internal Incident and ********************** team to review the technical issue you are experiencing with downloading your course via the Android App. You can further check the status of this issue through Ticket #*******.

    Since the matter is still under investigation from our internal team, we will continue to keep you updated within the current open ticket with our internal Support team.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/22/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased the course and was able to acess it and requested a refund. after days of no response nor help from reaching out to customer service. this "business" has no customer service number. and the employees offer absolutely NO help. i couldve have completed the course in its entirety by this time HOWEVER i'm locked out an waiting my 5th day for customer service to reach out to ME. INSANE !!!!

    Business Response

    Date: 08/28/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 08/22/23, we have reviewed your refund request, and can confirm that your dispute has been closed, allowing us to complete your refund. You can further check the status of this issue through Ticket #*******.
    Since we investigated the matter thoroughly and have reached out to confirm that you are able to submit the refund on your end, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/20/2023

    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.

     
    Complaint: 20496447

    I am rejecting this response because:

    The bottom line is I gave them money and I have received nothing in return for the money. I could have lit the money on fire and the same thing would have happened. Apparently, I just gave them money for nothing. Their website is misleading and they clearly do not understand the definition of the word refund. Shady shady shady 


    Sincerely,

    *****

    d but there has been no response. I would like a real refund.. the money back not credit. I feel I was misled. their definition of refund and mine are clearly different. my order numbers are:PD-CC-6857617059336D6A6C366941 PD-CC-685761705933696D6D36352B PD-CC-68576170593369686C717838 PD-CC-68576170593369676B36562B PD-CC-685761705933656C6C616438 PD-CC-685761705933656B6D713641 PD-CC-685761705933656B6C367543 PD-CC-685761705933656A6C4B7145 PD-CC-685761705933656A6B365A2B

    Business Response

    Date: 08/28/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on August 20th, 2023, we have reached out to further clarify the refund policy surrounding Apple purchases. You can further check the status of this issue through Ticket #*******.
    Since we investigated the matter thoroughly and provided context as to why we are unable to refund back to your original payment method on our side, as well as provided a link to reach out to Apple support for further assistance, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

  • Initial Complaint

    Date:08/05/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Complaint: 20428372

    I am rejecting this response because: Here is proof Udemy ***** $32 out of my bank and also they continued to try to auto deduct the following month in Aug but I took all my cash out so they couldn't get my money. They still owe me. I never got the course I paid for! I have attached the bank transaction pic of the charging me on July 4th (I think I put **** on original complaint on accident) and you can see in the next pic they tried again even after refusing a refund or giving me my course and after me not even having a subscription. They are fraudulent. This is proof! 

    Sincerely,

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

    Business Response

    Date: 08/16/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on 08/06/2023, we have taken a closer look at your account and can confirm that you were not charged for a Udemy subscription, and do not have any active recurring charges. We have sent over a follow up email to you, and you can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and have confirmed that you were not charged by Udemy, Udemy considers that this issue was properly resolved.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Business Response

    Date: 08/28/2023

    Hello there,

    Thank you for reaching back out regarding your refund request. We have sent a follow up message in the email thread for Ticket #*******. As an update, please respond to our request as we believe we have found the missing subscription purchase you are requesting your refund.

    Thank you for notifying us of this matter!

    Udemy Support Team

    Customer Answer

    Date: 08/29/2023

    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:07/24/2023

    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.
    On 07/11/2023, I noticed a charge of $121.06 from Udemy, a transaction that I did not authorize or make myself.It appears that my debit card information might have been compromised, leading to this unauthorized transaction. I am genuinely concerned about the security of my account and would like to resolve this matter promptly.---* Date of transaction: 07/11/2023 * The amount of money I was charged from the Udemy: $121.06 * What the nature of the dispute - Unauthorized transaction * Wheter or not the business has tried to resolve the problem - Udemy doesn't offer customer service by phone. I send the request via email and chatting service, but the agent just told me she needs to request escalation for this issue and no further help.----

    Business Response

    Date: 08/01/2023

    Hello ****,


    After receiving your Better Business Bureau (BBB) complaint on date, our Policy team was able to locate your fraudulent charges and complete an immediate refund for these payments. You can further check the status of this issue through Ticket #*******.


    Since we investigated the matter thoroughly and I have received confirmation that your refunds were completed, Udemy considers that this issue was properly resolved.
    Thank you for notifying us of this matter!


    Udemy Support Team

  • Initial Complaint

    Date:07/19/2023

    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 has stated that they issue a 30-day money back guarantee for purchases. However, my card was charged without my consent on July 17, 2023. In addition, all of my previous courses that I've purchased were removed from my account when I tried their free trial version. They refused to issue me a refund and referred me to their Subscriptions page but their policy doesn't include *****************. Therefore, their refund policy should then be the 30-day money back guarantee stated on their website. In addition, I've attached an image of all the courses I've purchased and a screen shot of the learning menu where all of the paid courses should be. It shows that they removed all of my prior purchases without my consent and have effecitively stolen from me.

    Business Response

    Date: 08/01/2023

    Hello,

    After receiving your Better Business Bureau (BBB) complaint on July 19th, we have provided you with an exception to our refund policy for subscriptions. You can further check the status of this issue through Ticket #*******.

    Since we investigated the matter thoroughly and completed the refund on our end, 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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