ComplaintsforUdemy - Udemy.com

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding my experience with Udemy's refund policies and practices. My concerns are as follows:Lack of Transparency in Refund Policy: Udemy prominently advertises a "30-Day money back guarantee" on their website when enrolling in courses. However, nowhere does it clearly state the conditions and limitations of this policy, nor is this information easily accessible. Despite their assertion that exceptions cannot be made due to past refunds, I contend that the lack of clarity and accessibility regarding their refund policy is misleading and unfair to consumers.Course Content Misrepresentation: On multiple occasions, I have enrolled in courses that did not meet the expectations set forth during enrollment. For example:Another instance involved a course that was initially refunded due to a communication error on my part. Upon re-enrollment, the content did not align with what was promised, prompting me to utilize the 30-day money back guarantee again.I also purchased three **** design programs that contained outdated information dating back over 10 years, making them irrelevant to current industry standards and ***** systems. Despite my attempts to engage with the content, my refund request was mostly rejected.Financial Loss and Ineffectiveness of Courses: As a result of Udemy's unclear refund policy and misrepresented course content, I have incurred approximately $100 in wasted expenses on courses that I cannot use. This situation is exacerbated by Udemy's refusal to address these issues satisfactorily.Given these circumstances, I am seeking resolution in the form of a refund for the courses I paid for, totaling approximately $100. If Udemy is unable to provide a satisfactory resolution, I am prepared to pursue further actions to address these issues and ensure accountability.Thank you for your attention to this matter. I look forward to your prompt response.

  Business response

  06/17/2024

  Hello,

  
  

  After receiving your Better Business Bureau (BBB) complaint on June 14, 2024, we have reviewed your credit refund request. You can further check the status of this issue through Ticket #*******.

  
  

  Since we investigated the matter thoroughly and confirmed a refund exception was made prior and cannot ***** another one at the moment. Udemy considers that this issue was properly resolved.

  
  

  Thank you for notifying us of this matter!

  
  

  Udemy Support Team 

  Customer response

  06/20/2024

   
  Complaint: 21851792
  
  I am rejecting this response because: Once again, there are laws that protect against company policy in these events and cases, the return policy was not clearly stated nor even insinuated anywhere on the website, only a "30 day money back guarantee" this matter has also been escalated to the ****************** of Canada as it is unethical business practices.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered online classes from Udemy. Changed mind within a couple days (within their 30day range) and requested refund. Didn't get it. Ask credit card company to reverse charge - they did, then it was charged again. Reached out to Udemy. They sent email that normally they only credit back your Udemy acct for future classes, but they would make an exception and refund to my original credit card payment form. The email said their refund was IMMEDIATE but it could take credit card company 5-10 business days. Waited and the refund did not come. Filed a case again with the credit card company and attached the email from Udemy saying their refund was immediate. Still waiting for refund. Udemy says they cannot refund me with an open case and I need to close the case to get the refund. That makes no sense because they already said they issued the refund! I asked to speak to a manager and Udemy wrote again they can't give me a refund because the button to refund on the screen is not allowed with an open case. Again, they ALREADY issued the refund per them - not per me. And it seems a manager would be able to get this resolved pretty quickly. Now they are threatening to close my case on June 28. I have taken no classes. And they still have my money. They owe me the refund they said in THEIR OWN email of May 26 was immediate and back to my original form of payment.

  Business response

  06/14/2024

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on June 12, 2024, we have reviewed your dispute inquiry. You can further check the status of this issue through Ticket #*******.

  Since we investigated the matter thoroughly and have requested the required letter of reversal for the dispute in order to issue a refund, Udemy considers that this issue was properly resolved.

  Thank you for notifying us of this matter!

  Udemy Support Team

   

  Customer response

  06/15/2024

   
  Complaint: 21836710
  
  I am rejecting this response because: Udemy previously issued a refund and said in email it was immediate. Now they are placing additional conditions on the refund that I have to remove my complaint to obtain a refund. Not only is it unsavory to place additional conditions on a refund they had already issued, but it boxes me as a customer into a corner. My complaint is to obtain a refund for services not rendered, but they want me to remove the complaint to obtain a refund. I want a GUARANTEE IN WRITING from Udemy that they will issue the refund IN FULL and IMMEDIATELY if the complaint is removed, and for them to acknowledge if this action is not taken by Udemy, that the customer will reopen the case with the credit card company and BBB, or any other authorities required, to obtain this refund which I am fully entitled to per their email in May.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Automatic subscription was charged without informing me prior to the charge.

  Business response

  06/04/2024

  Hello,

  
  

  After receiving your Better Business Bureau (BBB) complaint on June 2, 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 response

  06/06/2024

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

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the personal plan on Udemy on 5/27/24 for $240.00. Immediately AFTER signing up, SUDDENLY every course that I had put on a wishlist to watch was now gone and there was a VERY limited choice of courses. In several of my categories there were ZERO courses and there was ONE course. Why would I have paid $240 to get almost ZERO course choices? This is FALSE advertising. I immediately tried to get a refund (This is within 1 hour of purchase) and I see that I am not entitled to a refund? This is outrageous. For 1 course at ***** that might be okay, but to lock you in to a YEAR of a FALSE advertising with literally HUNDREDS of courses removed from the list that you could see because you are not buying them one at a time. This is just so sketchy and bad. I really need my money back and this is something that they should be forced to do just automatically. Nobody is entitled to your money when they have given you absolutely nothing.

  Business response

  05/29/2024

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on May 28, 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

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase of 11 courses on Udemy on May 1st. Apparently, their algorithm mistakenly flagged the transaction as suspicious. They claim to have cancelled the transaction and refunded the charge. However, 14 days later, the funds have still not been returned. They also provided a discount link to be used in my next purchase (since the sale was no longer going on after they had made the mistake). On May 13th, after waiting to receive back the refund but to no avail -- and with the discount code about to expire on May 14th, I put made another purchase on the Udemy website -- this time for 16 courses. Everything went smoothly on the charge, but when I went to access the courses, I was unable to do so. Despite having both charges still showing in my account, I do not have access to any of the purchased courses. Instead, I have been gaslighted by their customer service that they erroneously flagged the transaction (again) and requested that I wait ***** hours before retrying the transaction. I have gone through now 16 exchanges with their customer support, and have not received any resolution. There is a very simple fix: simply give me access to the 16 courses I have now paid for (twice for some of the courses). If I ever receive a refund for either of the two transactions, please ask me to resubmit (or face being cut off from accessing my courses). It should be very simple. I have been a very enthusiastic client, who wants to start in on these courses. But instead of easily resolving the matter, I have instead been gaslit with mass-produced, untargeted message fodder. I bring this to the attention of the BBB because it now seems to be a pattern of response from Udemy (apparently on any large transaction) to claim that the funds have been refunded, and then asked to repurchase the courses (after ***** hours). I have presented them with my bank statements to prove the transactions went through, and I have checked to determine if they have refunded me. They have not.

  Business response

  05/15/2024

  Hello,

  
  

  After receiving your Better Business Bureau (BBB) complaint on May 15, 2024, we have reviewed your course purchasing case. You can further check the status of this issue through Ticket #*******.

  
  

  Since we investigated the matter thoroughly and advised you on the next steps in order to complete your next purchase, Udemy considers that this issue was properly resolved.

  
  

  Thank you for notifying us of this matter!

  
  

  Udemy Support Team 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I need to change my contact email as a result of changing internet and email providers. When I attempted to do so, the system advised I had exceeded my attempted number of logins. The company PROVIDES NO PHONE SUPPORT, and therefore I may not be able to address this ih the time I have before my old email address become inaccessible. This is COMPLETELY UNACCEPTABLE. I have courses I PAID FOR and will be unable to access if my current email become unreachable before they assist me in converting to my new one. At which time I WILL be seeking a refund for ALL course for which I have paid.

  Business response

  05/06/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on April 25, 2024, we have reached out directly to request the email you'd like to change on your account. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and the account email has been changed already, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/11/24 - Udemy charged me $214.92 for subscription on an auto - renew despite not alerting me of the intended renewal. I reached out as soon as I became aware of the charge as I do not use the service and requested a refund. Udemy refused to refund my money.

  Business response

  04/30/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on April 24th, 2024, we have reviewed your request with our internal team. Unfortunately, we will be upholding our decision to deny your refund request in accordance with the refund policy found in our *********** here: **********************************************************************************************************. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and have chosen to deny your refund request, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer response

  05/01/2024

   
  Complaint: 21618655
  
  I am rejecting this response because: I was not alerted to the intention to renew nor am I using the product.  Per the **** bulletin Jan, 2023

           Companies risk violating the law if they do not clearly and conspicuously disclose the terms of their subscription services and obtain consumers' informed consent, or if they make it unreasonably difficult for consumers to cancel.

  You did not have my informed consent to renew this service, you do not provide me a grace ****** with which to cancel.  I will be reaching out to further authorities to alert them of Udemy's predatory business practices.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unable to access my account to view any of my courses. My email that I used to contact the BBB is my login along with my password. I keep getting this error: You have reached the maximum session count for your account. Please see attachment.The courses throttle and lag or are choppy. I constantly have to try another browser hoping it works. The site gets extremely slow when I turn on my VPN. I have attempted to login via my macBook through several browsers: Opera, Opera GX, DuckDuckgo, Firefox, and Safari as well as via my phone through a DuckDuckgo browser.I have cleared my browser cache and cookies and still no access. I have reset my password and still no access. My last purchase was on 04.19.2024 for approximately $35.00 two courses. I have other paid courses, at least 4 other courses. Udemy has no contact phone number, just generic online troubleshooting help.

  Business response

  04/22/2024

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on April 21, 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 confirmed you have successfully logged into your account, ********************** considers that this issue was properly resolved.

  Thank you for notifying us of this matter!

  Udemy Support Team

   

• Initial Complaint

  03/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a UDEMY instructor account : ******************************************************* had a full course on UDEMY with more than 750 students, 4+ Stars ratings and included in Premium category : ****************************************************************************************** because I am against the ****** occupation against **** solely on ******** they permanently banned my account. They have taken on of my Tweet out of its context. The Tweet had only about 100 views.I had nothing said on UDEMY platform regarding politics. It was only and solely AI education.Yet just because I talk on ******* now known as X, they banned my UDEMY account permanently without paying my hard earned cash.I have contacted them like 15+ times now, explained them the situation, deleted the Tweet immediately, but they insists on not opening back my account.I had many students following my course and they are extremely angry.Moreover, UDEMY is like ****** Play and Apple Store. They are 100% monopoly in this era. I want my account back. My account username / email was ************************ Thank you

  Business response

  03/29/2024

  Hello,

  To ****** a diverse and inclusive learning environment, we expect instructors to maintain a level of conduct both on and off the Udemy platform in accordance with Udemys values, so that together, we can build a truly safe and welcoming platform.  If we become aware of violations of the Instructor Code of Conduct, including hate speech, account action may be taken in order safeguard the learning community.  If there are any unresolved logistical issues regarding the account, our Trust & Safety Team can assist at *********************************.

  Thank you, 

  Customer response

  03/29/2024

   
  Complaint: 21446567
  
  I am rejecting this response because: I didn't tweet with intention of the hate speech. Also after I learned that the tweet could be interpreted such I deleted the tweet immediately. After that I explained them the intent of the tweet. My intention were not clearly represented in the tweet just because my mother language is Turkish not English. So I am doing hate speech is a blatant misinformation against me to keep me banned just because I am not pro-****** on ******** They just don't want to tell that we banned you because your political views are not in our favor.

  Also permanently banning for life without a warning and not paying my earnings that are not paid yet is how a good business conduct? Moreover, they blocked my email so my emails to them is not anymore answered. 

  UDEMY is currently a full monopoly in education area. They are like a government. They shouldn't be able to ban people for life like this with such reasons without any given chance. I am against all kind of hate speech. Recently ************************* also got sacked with same the same reason. Because she also didn't stay as pro-******. I listened all her speeches and she had 0 hate speech. 

  Again I am telling that I didn't talk on UDEMY not a letter. Not a single letter. All I do on UDEMY is education nothing else. What UDEMY doing is restricting my free speech and political views. This is against all American values. 

  Moreover, the highest court on the earth INTERNATIONAL COURT OF JUSTICE (ICJ) released another ultimatum to the ****** about their horrific crimes in 28 March 2024. Meanwhile ICJ is telling this we are not allowed to criticize ****** on Twitter?  

  Finally I would like to get back my account. If they don't want my name to appear, I am okay to start a new account with my business name SECourses if they are okay. 

  
  Sincerely,
  
  Furkan Gzkara

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 07, 2024 I purchased: - "TOTAL: CompTIA A+ Core 1 (220-1101) Course + Exam" and "TOTAL: CompTIA A+ Core 2 (220-1102) Course + Exam" in a single transaction for myself. This transaction worked. - The same two courses as individual "gift" purchases for 7 students. (I.e. 14 separate transactions, because that is the only way available to do this.)Of the individual "gift" purchases, only one student actually received both of them. 4 students received only the first "Core 1" course, and 1 student received only the "Core 2" course. One student received neither, resulting in:On March 12, 2024, I repurchased "TOTAL: CompTIA A+ Core 1 (220-1101) Course + Exam" at a higher price for the student who received neither, so she could start work with the class. She did receive this repurchase.Why did I repurchase instead of calling Udemy to work this out? Because Udemy.com has no support contact, and no method to resolve issues like this. There is literally not even an under-staffed email support option. Some of the courses on Udemy.com are great. But as a business, they are a disgrace. PRIMARY ISSUE: I want the undelivered courses I paid for, or a refund. And I want a refund for the repurchase that constituted a second payment for the same service, with no additional benefit.SECONDARY ISSUES: - Udemy has no reasonable contact options. An online business selling content online should be compelled to have at minimum, online contact info of some sort where issues can be resolved. - Time stamp on receipts is only accurate to the calendar day... Buy 15 things and the receipts all look the same and have the same date/time stamp. - When purchasing Udemy courses for others, there is no indication of who the course was purchased for on the receipt. In fact, there is only a difficult and cryptic way to even see that the purchase of a course for two different people is not the same transaction.

  Business response

  03/18/2024

  Hello,

  
  

  After receiving your Better Business Bureau (BBB) complaint on March 12, 2024, we have reviewed your refund and gifted course case. You can further check the status of this issue through Ticket #*******.

  
  

  Since we investigated the matter thoroughly and refunded the duplicate course as well as followed up with you on the gifted courses, Udemy considers that this issue was properly resolved.

  
  

  Thank you for notifying us of this matter!

  
  

  Udemy Support Team 

*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. ↩