Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,
  
  Mb *******hold their own refund policy.I am requesting the following:A full refund for both courses, as my request was made within the advertised 30-day refund period.That Udemy updates its refund policy to explicitly state how much of a course can be watched before customers become ineligible for a refund.I hope this matter can be resolved fairly and promptly. I appreciate the BBBs assistance in holding Udemy accountable for its misleading refund policy.Sincerely,MB *******

  Business Response

  Date: 02/20/2025

  Hi! 
  
  After receiving your Better Business Bureau (BBB) complaint on February 20, 2025, we have granted an exception and processed a full refund for both courses. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and issued a refund for both courses, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I legally paid for, and refusal to properly resolve their ********** November 2024, I purchased multiple courses from Udemy during their holiday sale at a discounted rate.Udemy wrongfully removed my purchased courses and issued refunds without my consent after claiming my transactions were potentially ************* no point did Udemy notify me or attempt to verify my identity before taking this **********, instead of properly restoring my courses to my account, ********************** is forcing me to wait for my refund to process before repurchasing them, which is not a true resolution to their mistake.I never requested a refund. Udemy unilaterally decided to cancel my courses, refund my money, and now refuses to simply reinstate the courses back into my account.This is highly unprofessional and adds insult to injury. Instead of fully owning their mistake, Udemy is placing the burden back on me by making me repurchase the same courses I already paid for.I am a trafficking survivor who has faced financial hardship and identity theft. Udemys actions have created an additional burden during an already difficult time.This is theft of services. I paid for educational materials that I can no longer access due to Udemys error.Udemy has failed to provide proper customer service, take responsibility, or correct this mistake.Requested Resolution:I am requesting that Udemy:1. Immediately reinstate my courses at no additional cost instead of forcing me to wait for a refund and repurchase them.2. Implement better customer verification procedures to prevent wrongful cancellations in the future.3. Improve customer service practices so that customers are not unfairly penalized for *********************** mistakes.I have contacted Udemys ************** Team and their executive leadership multiple times, yet they refuse to resolve this fairly.Instead, they insist that I must wait for a refund and repurchase the courses, which is unacceptable and not a proper resolution.

  Business Response

  Date: 02/25/2025

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on 02/18/25, we reviewed your request and confirmed that our team had completed the refund as a security precaution. Our team provided you with a Support coupon that would enable you to repurchase the courses that we had refunded, as we are unable to do so for you. In addition, we can see that you have used the Support Coupon for new purchases, and we are unable to provide you free courses at this time. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and provided you with a Support coupon to repurchase your successfully refunded courses, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request your assistance in resolving an issue with Udemy****** regarding a recent subscription charge. Despite my efforts to cancel my subscription, I have been charged for a full year's subscription instead of the month-to-month subscription I intended to purchase.Details of the Issue:Charged for Whole Year Subscription: After a trial, I was led to believe the payment was ******************* of Purchase: January 15, 2025 Subscription Plan: Annual subscription, charged in full Amount Charged: $240.00 Account Information: *********************** I initially believed I was subscribing to a month-to-month plan, but I later discovered that I had been charged for the entire year upfront. After realizing this, I promptly contacted Udemy Support to request a refund, explaining the misunderstanding. Unfortunately, my request was denied, and I was informed that refunds for annual subscriptions are not processed unless otherwise required by applicable law.Given this situation, I am seeking your assistance in securing a refund for the annual subscription charge. I believe this was a genuine misunderstanding, and I would like to revert to a month-to-month subscription if possible.Efforts to Resolve:Requested Refund by Email After Canceling Date of Initial Contact with Udemy Support: January 15, 2025 Screenshots/Documentation:"Subscription Plan Refund Exceptions Due to Applicable Law: Udemy is unable to provide refunds for Subscription Plans purchased through Udemy.com, unless otherwise required by applicable law. This article outlines Udemys policies related to honoring refunds when required by applicable law, including requirements to submit a refund request."I appreciate your attention to this matter and any assistance you can provide in resolving this issue. Thank you for your time and consideration.Sincerely,***********************

  Business Response

  Date: 02/14/2025

  Hi ****, 
  
  After receiving your Better Business Bureau (BBB) complaint on February 14, 2024, we have provided an exception and refunded the Personal Plan charge. You can further check the status of this issue through Ticket #*******. 
  
  Since we investigated the matter thoroughly, and we refunded the subscription charge, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate your assistance. We have received the refund in full.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/14/2025

  Hi *******, 
  
  After receiving your Better Business Bureau (BBB) complaint on February 11, 2025, we provided an exception and refunded the subscription charge. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and refunded the transaction, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22902996
  
  I am rejecting this response because:

  Although I have received response and instructions on how to proceed, this complaint is not resolved until my account is successfully merged.

  Additionally, in their instructions on how to proceed, they required me to respond to their email from both the old and the new email addresses. The reason for the request in the first place was because I don't have access to my old email address. Why else would I have requested a merge?

  What an unmitigated mess!!!
  Sincerely,
  
  ***** *********

  time I submitted a new request and received their canned response. I have received no other communication resulting from that request.On 12/30/24, I submitted a new request and received their canned response. I have received no other communication resulting from that request.On 1/3/25, I submitted a new request and received their canned response. I have received no other communication resulting from that request.On 1/10/25, I submitted a new request and received their canned response. I have received no other communication resulting from that request.On 1/28/25, I submitted an inquiry asking why no one has responded to my multiple requests for help. I have received no communication resulting from that inquiry.Also on 1/28/25, I submitted a new request and received their canned response. I have received no other communication resulting from that request.On 1/29/25, I submitted a new request through their stupid AI. I have received no other communication

  Business Response

  Date: 02/05/2025

  Hi *****, 
  
  After receiving your Better Business Bureau (BBB) complaint on date, we followed up with you regarding the important details of the requests you sent, and we also offered an account merge, including detailed information about it. You can further check the status of this issue through Ticket #*******. 
  
  Since we investigated the matter thoroughly and offered an account merge, ********************** considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Business Response

  Date: 02/06/2025

  Hi *****, 

  Thanks for your reply. 

  We have replied to your ticket and provided a solution. Please check your email and look for ticket 9682248.  

  You should have access to the courses associated with your old email. 

  Feel free to follow up in ticket. Thanks. 

  Udemy Support

   

  Customer Answer

  Date: 02/11/2025

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

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

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

  ed my request to the appropriate team. After a lengthy email exchange and providing clear evidence that I had purchased the same courses twice, the customer service agent ultimately refused my refund, claiming that the 30-day refund period had expiredeven though I submitted my request just two days after *********** is clear that Udemy deliberately creates system flaws to make obtaining refunds nearly impossible. Additionally, I noticed that their "Contact Us" button is now active and leads to a chatbot, but it remained inaccessible until just a few days ago.

  Business Response

  Date: 01/31/2025

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

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/31/2025

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

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/28/2025

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