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:10/09/2024

  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.

  ********,

  this has been resolved and can be closed,

  Thanks,

  Mark

  help fix this problem and get me back into my courses, or I want a refund. Their non support "support" is TOTALLY UNSATISFACTORY..

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising 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.

   
  Complaint: 22403966
  
  I am rejecting this response because their solution does not adequately compensate me for the loss of the two courses. I've invested over $300 in supplies for the one acrylics course the deleted, and those supplies are very specific for that course. Also, there was no reason for them to delete the drawing course, as I was not complaining about that course. I am not satisfied with the $29 credit and coupon code for another class. This is insufficient. I want my original courses back.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 10/10/2024

  Hello,

  
  

  After receiving your Better Business Bureau (BBB) complaint on October 9, 2024, we have reviewed your case. You can further check the status of this issue through Ticket #*******.

  
  

  Since we investigated the matter thoroughly and we have granted a credit refund and provided a discount code to purchase new courses to fit your needs, Udemy considers that this issue was properly resolved.

  
  

  Thank you for notifying us of this matter!

  
  

  Udemy Support Team 

• Initial Complaint

  Date:10/07/2024

  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 am working toward a computer language certification. I purchased a set of six practice tests. I took the first one and it was full of errors. I thought it might be just the one course, so I started the second but it too was full of errors. Udemy says I can request a refund within 30 days; but when I attempt to do so on their web site; it says I have watched too much of the course. The "contact us" link just takes you to a chat bot that says it is unable to answer your question. They have no support phone number. I have purchased a defective product and want my refund. I know it isn't much money; but it is the principle of the matter. I am sure other people purchase much more expensive courses and this company needs to provide better support and a real option for speaking to someone.

  Business Response

  Date: 10/09/2024

  Hello,

  
  

  After receiving your Better Business Bureau (BBB) complaint on October 7, 2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #9307403.

  
  

  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:10/02/2024

  Type:Sales and Advertising 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.

  Hello,

   

  About this complaint, Udemy contacted me after I sent an email ticket to their privacy inbox. I would like to inform you that this issue is properly addressed. Please consider withdrawing this complaint. Thank you for your time. 

   

  Kind regards,

  ***** **

• Initial Complaint

  Date:09/26/2024

  Type:Order 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 a Person Plan with Udemy. There was no option for Personal Monthly or Personal Annual. I then saw on my Bank statement that I had been signed up for there annual plan (****** versus the Monthly *****) . I sent in a support ticket, and got a reply from ******* *. that "Udemy's subscription plans do not offer a 30-day money-back guarantee, and as a result, we are unable to offer refunds or partial refunds, unless otherwise required by applicable law."I want a refund, and want to pay for the ***** Personal Monthly Plan. I feel like this is fraud.

  Business Response

  Date: 09/27/2024

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on September 26, 2024, we 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:09/24/2024

  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.

   
  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,
  
  ****** *******

  acking. - 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?

  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: 09/27/2024

  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 

  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.

  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

  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 

• 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