ComplaintsforUdemy - Udemy.com

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was getting charged by Udemy for subscription beginning of July 2021 to Nov 2021. I saw that I am getting charged beginning of November from my credit card statement. I logged in to Udemy to check and saw that there are no active subscriptions like I know as I never subscribed. I tried to contact Udemy using their website, customer support page. I saw that ticket was opened successfully screen but never got any confirmation to my email. I opened several tickets hoping to reach each time it says successful created ticket, customer service will reach out but they never did. There was no phone number to reach Udemy guys after opening those at least 5 times. I saw that there was a chat option with customer care and I let them know about the issue and when the person in the chat opened a ticket I received a confirmation. Like K said I could not see any active subscriptions on my account. I am not sure how to prove it. You do see that I never logged in and used your site to learn. and like I said there was no active subscription from my side to cancel.I provided then screen shots of my account showing the email and that shows no active subscription. After several back and forth with customer service this is what I got following Your request was escalated to Udemys ****************** After a thorough review of your case, we can confirm that you are ineligible for a refund for the transactions in question We are unable to make exceptions to our refund policy and as a courtesy we refunded two charges.This will be our final word on this matter. Further tickets about this subject will not receive a response.Regards,Udemy ************** They are not doing me favor by refunding two months. They have a major issue that they are charging customers that never signed up and never has active subscription when customer logs in. I need them to refund me all the money they charged. Thanks ,Sarada

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased an online course *************** Masterclass - ******************* as a gift. The person for whom the gift was purchased is not being provided access to the purchased course, nor am I granted access. The page for the purchased course is requiring it to be purchased again. When attempting to request a refund through the company's website, an error message repeatedly pops up, simply saying "We're sorry, there was a problem." From all appearances, this was a scam transaction.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased over $100 worth of classes from Udemy during their Black Friday sale just last week. I have had nothing but issues with their site and app trying to view the course videos. They simply don't play half the time. They said there is a 30 day money back guarantee, however when I asked to have these unusable classes refunded, they gave me Udemy Credit, which is not my money back! I can't use the site, so credits mean nothing and they have stolen my money. I've had these classes a little over a week and have not been able to use them. I kept 2 classes that I spent more time in. The 30 day guarantee does not specify that after a certain percentage of the class is viewed, that you forfeit your 30 day refund. But, I was unable to even ask for a refund of 2 of the classes because I viewed maybe 20% of the material! The other classes were less than 5% viewed and they still only gave me credit, some not viewed at all past introduction videos as the videos just stopped playing. This company's practices are extremely shady. I just want all of my money back for this service I can not use, refund all of my classes that I have only had for a little over a week, and I want them to honor their 30 day MONEY BACK (not credit back) guarantee. They never answer support emails. They send automated responses that they will get back to you, then they send an email saying they haven't heard from me and will close the issue. I can't even use the credit to re-enroll in 2 classes they refunded without my permission! I can't even purchase those 2 classes with money! I have no idea what's going on with this company, but I rather not do any business with them. Also, refund the 2 classes I gived as well. I don't wan't to curse anyone else with Udemy.

  Business response

  12/06/2021

  Hello,
  After receiving your Better Business Bureau (BBB) complaint on November 22 2021, we reviewed your case and the decision our Policy team made regarding your account. We have determined that your account has been correctly banned, and we are unable to reinstate it. This is Udemy's final decision on the matter.
  As we have verified the decision made by our Policy Escalations team and determined that it was correct, Udemy considers that this issue was properly resolved.
  Best,
  Udemy Support Team

  Customer response

  12/07/2021

   
  Complaint: 16328246
  
  I am rejecting this response because: Wait what??!, since when am I banned? I am adking for my money back and for Udemy to honor thier 30 day money back guarantee. How in the world did I get banned? This is almost laughable if it wasn't straight up robbery. What rule did I break? Asking for my money back? Thoroughly confused, but at least people can see how Udemy is. Return my money.
  
  Sincerely,
  
  *****************

  Business response

  12/21/2021

  Hello,

  Your account has not been banned. Our Support Escalations team has reached out to you regarding this, please see ticket ** #******* for more information. You can locate the ticket by searching for the ** number in your email inbox.

  Best,

  Udemy Student Support

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,My Udemy account email is ************************* Please reconsider as I was suspended/banned without any warning whatsoever. I did not abuse any TOS policy knowingly. I am certain about that. I would be grateful if you can reinstate my account as I am loyal customer that has purchased over ***** courses and spent close to 900-1000 dollars on courses. I used paypal. So, I have my receipts. I cannot lose access to what I have paid due to a misunderstanding. I hope that you will be able to provide me a reasonable solution. I assure you that I won't make the same mistake again.Kindly assist me with this and Happy Thanksgiving/Holidays,******

  Business response

  12/06/2021

  Hello,
  After receiving your Better Business Bureau (BBB) complaint on November 22 2021, we reviewed your case and the decision our Policy team made regarding your account. We have determined that your account has been correctly banned, and we are unable to reinstate it. This is Udemy's final decision on the matter.
  As we have verified the decision made by our Policy Escalations team and determined that it was correct, Udemy considers that this issue was properly resolved.
  Best,
  Udemy Support Team

  Customer response

  12/07/2021

   
  Complaint: 16169195
  
  I am rejecting this response because: According to their policy, they ban after giving 2-3 warnings for any suspected misconduct. I was banned without any warning. As a customer that has spent hundreds of dollars on the platform, I deserve a better resolution and better customer service than this.
  
  Sincerely,
  
  *************************

  Business response

  12/16/2021

  Hi ******,

  As previously stated, Udemy's decision on this matter is final. Please refer to Section 4 of our Terms of Use for more information about Udemy's account ban policies.

  Best,

  Udemy Support

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did NOT order anything. I tried the product. I canceled the trial within a few days, at least two or three days before the end of the trial period. l was charged this morning for a subscription I didn't want. I've emailed them and issued a refund request. They say the trial was never canceled, which is nonsense. It's conveniently not canceled in their system somehow. Total garbage. See your complaint section and others have had the same thing happen to them. They've responded with emails pointing me to a refund section that doesn't exist for subscription purchases (Again, I didn't purchase.) It only has options for when you actually purchase a course outright.They're simply refusing to issue a refund for a charge that was never supposed to happen in the first place. It's ridiculous!

  Business response

  10/29/2021

  Hello,
  After receiving your Better Business Bureau (BBB) complaint on October 28, 2021, we looked into your case and have determined that we can make an exception to our refund policy for you. You should hear from our team soon in Ticket #*******.
  Since we investigated the matter thoroughly and have directed our team 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

  10/30/2021

  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

  10/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought one of their courses. The course says that there is a 30 day money-back garauntee. The course is terrible, and I requested my money back. they agreed to give me a refund. The "refund" is a credit on an my udemy account. A refund means that I can spend the money at any store, a Store credit means that I can only use it at the origional store. I'm not sure what makes any company, who wants to keep doing business in the US, do something like this. Such an obviously bad move. If people don't think they can trust you with their money, they stop giving you their money. I was actually suprised at how insulting, and openly stupid this move is. They decided the next best step is to ignore my emails for a real refund. You're not in bangledesh anymore - when a customer wants their money back. It's always cheaper to give them their money back. I want a refund to the card on file.

  Business response

  10/06/2021

  Hello,

  
  After receiving your Better Business Bureau (BBB) complaint on October 3rd, 2021, we have reviewed this issue and have gone ahead with removing your Udemy credits, and completing a full refund back to your bank account. You can further check the status of this issue through Ticket #*******.

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

  
  Thank you for notifying us of this matter!

  
  Udemy Support Team

• Initial Complaint

  09/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #: DP-676D616C59486D686B36742B , we can not submit a refund request, they lied about the 30 days refund.

  Business response

  09/14/2021

  Hello,
  After receiving your Better Business Bureau (BBB) complaint on September 13 2021, we looked into your support ticket history with us.
  The support agent who worked with you did make an exception to our refund policy and this charge has been refunded. It can take up to 10 business days for the refund to show ** in your bank account. You can further check the status of this issue through Ticket #*******.
  Since we investigated the matter thoroughly and have refunded the charge, Udemy considers that this issue was properly resolved.
  Thank you for notifying us of this matter!
  Udemy Support Team

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased multiple courses over the past few years. Part of the reason I purchased was because udemy claims you have forever access and can download the courses for off line use via the udemy app. All was fine until about a week ago, they deleted all my downloads (3.4 GB). Customer support gave Some weird platform security excuse and suggested I redownload, but I spend most of my time in *********....downloading is not easy or cheap. I then retired to download again anyway...I downloaded like 2% of one course...and they deleted it again! This is not a hardware issue or an issue on my part. Being unable to have my courses downloaded makes my udemy purchases meaningless. I would like full refunds of all my courses.

  Business response

  09/14/2021

  Hello,
  After receiving your Better Business Bureau (BBB) complaint on September 5 2021, we contacted you again to continue working with you on this issue. We had already reported it to our engineering team, and they are currently working on it. You can further check the status of this issue through Ticket #*******.
  As we expect to have this issue resolved soon and are unable to provide further support on BBB.org, Udemy considers that this complaint has been properly resolved. Any further communication should go through the support ticket listed above.
  Thank you for notifying us of this matter!
  Udemy Support Team

  Customer response

  09/15/2021

   
  Complaint: 15793796
  
  I am rejecting this response because:vague responses re possible future resolution of the downloading problem doesnt help much. I will consider this resolved when either of these two things happen - 1. Udemy actually fixes the problem allowing me to use the products I purchased as intended or  2.  My money is refunded for the courses I purchased, but can no longer use. I would prefer they fix the issue (1).
  
  Sincerely,
  
  *************************

  Business response

  09/15/2021

  Hello,

  This issue has been resolved in the most recent update to our app. Please refer to ticket #******* for further information.

  Best,

  Udemy Student Support

  Customer response

  09/17/2021

  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

  08/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A continuation ID "********"The complaint was closed prematurely as the faux "resolution" did not even occur until several weeks after this complaint appears to have been closed "automatically", thus no resolution could have been reached.I was contacted several WEEKS after the closing of this ticket to review the issue. Many days after this initial contact via *********** a CSR of "Udemy ***** I was told it would be several more days and was left in limbo awaiting the "resolution" after the ticket was. I was issued a "refund" for 144 courses, theses refunds were applied to closed accounts, accounts that had expired, etc. I can literally only account for 25 of the 144 courses I was given a "refund for"... When I reached out to the *** for "Udemy **** I was told that is the business practice and there is nothing he could do.I subsequently submitted an official demand for a full invoice as I am liable for taxes state and local for these funds. I have full documentation.

  Business response

  08/20/2021

  Hi *******,

  We are happy to continue assisting you through Udemy Support, but cannot provide additional support on the BBB platform. Please refer to your open support ticket with us for further information. Please also note that we did not close your complaint-- BBB complaints are automatically closed after a period of time.

  Best,

  Udemy Support

  Customer response

  08/23/2021

   
  Complaint: 15781884
  
  I am rejecting this response because:
  
  I would say I am shocked with the level of disconnect the reply exhibits vs the reality of UDEMY *** 's platform and "customer service" provides or is capable of; Yet I have been dealing with this issue ( a total of 150+ examples) for well over 8 months now.
  
  Note as an example this is JUST ONE (and note as well this example is only a little over a year old) of the 25+ transactions with no status, PERIOD... AND THAT YOUR STAFF HAVE ALREADY STATED VIA CORPORATE CORRESPONDENCE they "can do nothing about". Again as it bears reiteration this is just ONE, please see my account and your CSR's "Sebastian" *********************** the remaining 24+ as outlined in this request.
  
  As you can see via the attached "Capture1.jpg, Capture2.jpg, Capture3.jpg" for course "The ****************** Analyst Course 2021" (purchased Mar 31, 2020)  you are literally "providing" me with NO insight, and adding to the already cumbersome overhead of tracking down each of the KNOWN 120+ transactions you have suggested you dispersed to 5 closed cards, to closed accounts and these 24+ mystery transactions (totaling several hundreds of dollars)
  
  Suffice to say NO, I do not wish to close this avenue of resolution and I would be happy to itemize the remaining 24+ transactions if necessary... Via what your system can provide. 
  
  Sincerely,
  
  ***************************

  Business response

  08/27/2021

  Hi *******,

  We aren't able to provide you with support on this issue through the BBB. We've just responded to your concerns in support ticket #*******, please respond to that email thread for further support.

• Initial Complaint

  07/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased eight online courses for my daughters and they disappeared. Neither girl has ever been able to log in and find them and I can't find them on my account either but I paid for them. Customer service was disabled due to ******** and contact us on the website yielded no results. They were all purchased on November 27, 2020.I purchased 3 herbalism courses, the same communication course purchased twice, one for each daughter and 3 courses on drawing.The courses totaled up to $99.55 all together. I would rather have my girls to be able to take the courses than my money back but that works, too. I have the order numbers for all courses.Thank you.

  Business response

  08/03/2021

  Hello,
  After receiving your Better Business Bureau (BBB) complaint on July 24, 2021, we located the account in which you had purchased these courses and contacted you directly to let you know. You can further check the status of this issue through Ticket #*******.
  Since we investigated the matter thoroughly and located your purchases, Udemy considers that this issue was properly resolved.
  Thank you for notifying us of this matter!
  Udemy Support Team

  Customer response

  08/04/2021

   
  Complaint: 15690661
  
  I am rejecting this response because:
  
  you said that you notified me directly but that is not so. You gave me a ticket number to look up. Where? I logged back in on your site and there are no messages or notifications and no way to look up ticket number. I see the courses in past purchases but I don't see a way to resend them to my daughters so they can finally take the courses.i have not been notified of anything, contrary to your statement in your response, which is simply not true. Thank you Sincerely,
  
  ***********************

  Business response

  08/06/2021

  Hi ******,

  You can find the support ticket we sent you in your email inbox. We sent it to the email address you provided when you submitted this complaint, and the ticket ID should be in the subject line. For privacy reasons we aren't able to continue providing support on the BBB platform, so please respond to that support ticket with any further questions and we will be happy to assist you over email.

  Best,

  Udemy Student Support

  Customer response

  08/13/2021

   
  Complaint: 15690661
  
  I am rejecting this response because:
  I cannot respond to an email that I can't find. I have no emails from Udemy except the regular advertising ones. I even searched my spam folder in case it went there. But I just can't find it anywhere still. This is all looking kinda shady to me. I still haven't received a straight answer. Or an email.
  Sincerely,
  
  ***********************

*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. ↩