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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.
  • 55 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:11/13/2024

    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.
    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: 11/13/2024

    Hello,


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


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


    Thank you for notifying us of this matter!


    Udemy Support Team 

  • Initial Complaint

    Date:11/12/2024

    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.
     
    Complaint: 22544482

    I am rejecting this response because:  There was no next step given in the email.  The email Udemy sent said it will sent to the correct department and I have not recieved a response or "next steps". There was no refund given or mention of a refund for the 11 months I did not want  to be charged. 

    Sincerely,

    ***** *****

    Business Response

    Date: 11/12/2024

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on November 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 provided the next steps in your inquiry, Udemy considers that this issue was properly resolved.


    Thank you for notifying us of this matter!


    Udemy Support Team 

    Customer Answer

    Date: 11/22/2024

    The dispute has been resolved, and I received a full refund.  Thank you

  • Initial Complaint

    Date:11/05/2024

    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.
    - Date of the transaction: November 4th, 2024 - Amount paid: $255.84 - What the business committed to provide: Udemy committed to providing access to personal plans with a 30-day money-back guarantee, as promoted across various platforms.- Nature of the dispute: I canceled the subscription within an hour after the free trail ended. I realized it was a mistake and cannot afford the plan at the moment. While I understood there was a 30-day money-back guarantee, Ive now learned there are additional terms that were not clearly highlighted at the time of purchase.- Whether or not the business has tried to resolve the problem: I have not yet received a resolution or response regarding my refund request.- Advertising details: The 30-day money-back guarantee was prominently displayed on Udemys website and in promotional materials, which gave me the confidence to proceed initially.

    Business Response

    Date: 11/06/2024

    Hello,


    After receiving your Better Business Bureau (BBB) complaint on November 5, 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 , Udemy considers that this issue was properly resolved.


    Thank you for notifying us of this matter!


    Udemy Support Team 

  • Initial Complaint

    Date:11/04/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 reaching out to address the recent ban on my Udemy instructor account, which has also impacted my pending payout. I have not yet received the payout, and I am eager to understand the reasons behind the account action. I am committed to upholding Udemy's standards and would appreciate any insights into specific areas of concern so that I can address them properly.

  • Initial Complaint

    Date:10/28/2024

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

    Business Response

    Date: 11/01/2024

    Hello,


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


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


    Thank you for notifying us of this matter!


    Udemy Support Team 

  • Initial Complaint

    Date:10/26/2024

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

    Business Response

    Date: 10/28/2024

    Hello,

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

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

    Thank you for notifying us of this matter!

    Udemy Support Team 

  • Initial Complaint

    Date:10/23/2024

    Type:Sales and Advertising Issues
    Status:
    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: 22466220

    Udemy ticket ID *******

    I am rejecting this response because:

    To  address the glaring issue in your recent response concerning my cart and discount eligibility. The explanation provided is incorrect and does not reflect the facts.

    1. Cart Limitation Issue: My cart contained only three courses, well below any stated maximum. The assertion that I exceeded a maximum number of courses in my cart is not only baseless but raises concerns about the accuracy of your review process.

    2. Discount Denial: Additionally, your system failed to apply the advertised discount despite my account status and history as a customer. This restriction lacks merit, particularly given my continuous, long-standing engagement with Udemy since ************************************* hundreds of courses over the years.

    As a result of Udemy's malfunctioning platform and lack of resolution, I expect compensation in the form of a $100 credit toward future purchases. This gesture is entirely reasonable, given the inconvenience and the loss of time Ive experienced due to this oversight.

    Please ensure this issue is resolved promptly and confirm the application of this credit to my account.

    Thank you for your immediate attention to this matter.

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

    nctional.The sale is ending soon, and I will miss out on these significant discounts through no fault of my own.I have followed all recommended troubleshooting steps, including clearing cache and cookies, trying different browsers, and ensuring my payment methods are valid13. None of these actions resolved the issue, indicating a problem on Udemy's end.Given the lack of response to my initial complaint and the imminent end of the sale period, I am formally requesting a credit of $629.93 USD to my Udemy account. This credit would allow me to purchase the courses at their intended sale prices once your system issues are resolved.If this matter is not addressed satisfactorily within the next 48 hours, I will have no choice but to file a complaint with the ************************ and consider legal options to recover my potential losses.I look forward to your immediate attention to this matter and a swift resolution.Sincerely, ********* *****

    Business Response

    Date: 10/24/2024

    Hello,


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


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


    Thank you for notifying us of this matter!


    Udemy Support Team 

  • Initial Complaint

    Date:10/22/2024

    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.

     
    Complaint: 22458675

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

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

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

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

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

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

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

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

     

     

     

     


    Sincerely,

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

    y in emails again. They know I was injured by a hacker and insist on increasing that injury by stealing from me. I do not know if they keep their accounts by name or email. The hijacked email I was using with them was ****************************

    Business Response

    Date: 10/24/2024

    Hello,


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


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


    Thank you for notifying us of this matter!


    Udemy Support Team 

  • Initial Complaint

    Date:10/22/2024

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

    Business Response

    Date: 10/25/2024

    Hello,


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


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


    Thank you for notifying us of this matter!


    Udemy Support Team 

  • Initial Complaint

    Date:10/13/2024

    Type:Product Issues
    Status:
    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.
    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 22416746, and find that this resolution is satisfactory to me.



    Sincerely,



    Tien Trane every customer deserves to be treated with kindness, especially in difficult times.Thank you for your attention to this matter.Sincerely,**** ****

    Business Response

    Date: 10/15/2024

    Hello,


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


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


    Thank you for notifying us of this matter!


    Udemy Support Team 

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

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