ComplaintsforUdemy - Udemy.com

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the course for mortgage processing because it offered a certificate upon completion. The course reached 94 of 96 and doesn't offer the last 2 sections to complete to obtain the certificate. After requesting a refund because did not receive what was offered. Refund denied. I rather complete the course and get my certificate

  Business response

  02/21/2024

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on February 18, 2024, we have reviewed your certificate case. You can further check the status of this issue through Ticket #*******.

  Since we investigated the matter thoroughly and was able to assist in generating the certificate, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team
  

  
  

• Initial Complaint

  02/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello Udemy Policy Team...In 26th Dec 2023, I had registered as paid instructor in Udemy.com with the same email i used for student account, I have filled out all the information they need. i got message Hi *******************,Congratulations! You've been approved as a Premium Instructor, which means you can charge a fee for your course or courses.then in 27th i uploaded my first paid course : Secure Start: A Beginner's Journey into Cybersecurity-Part 1.then they ask me to Verify my Udemy account (( Instructor Account )) , The Verification is failed the said its not me and i got message from them,We have noticed that your course(s) features persons other than yourself. Could you please explain why this is?Please let us know at your earliest convenience. If we do not hear back from you in the next 7 days, your course and/or account may be disabled. I tried to Verify my Udemy account (( Instructor Account )) again. but also the same, The Verification is failed.i sent about 50 emails to them i ask them to active my student account and delete my course I do not want to upload any course on their platform. and every time i send email they said Please reference the current open conversation that can be found in Ticket ID *******. We will be solving this current ticket out.this case i open from 18 Jan 2024 and another email Thanks for reaching out. This is an automatic message to confirm we've received your request (ticket number *******), and we will get back to you within 24 hours.i want only to activate my student account i paid for many courses which i cannot see them now because my account is disabled.

  Business response

  03/01/2024

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on February 17, 2024, our internal team has reviewed your case. You can further check the status of this issue through Ticket #*******.

  Since we investigated the matter thoroughly and our internal team has assisted in your request, Udemy considers that this issue was properly resolved.

  Thank you for notifying us of this matter!

  Udemy Support Team

  Customer response

  03/02/2024

  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

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a course which was not as advertised. I requested a refund that was approved; however, i have not received it.

  Business response

  02/16/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on February 15 ****, we have reviewed your refund request. You can further check the status of this issue through Ticket #ticket 8723897.
  
  Since we investigated the matter thoroughly and have issued a refund for the course, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a 7 day free trial which gave me access to training content at the end of the 7 day trial I purchased the 1 year subscription. The day I moved to the subscription access to the content was reduced and I was told only certain courses came with the subscription. This seems like bait and switch because no where did they indicate the subscription courses would be less than what I was available during the free trial.On principle alone they should not be allowed to mislead customers. I attempted to resolve with their support but they said their policy for US residents doesnt allow for a refund of canceled subscription services.

  Business response

  02/12/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on 2/9/2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and offered a one time exception refund, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 18th, 2023 I contacted Udemy regarding not being able to access any of my paid courses. I received a request #*******. I waited for three days before I heard back from the company. They claimed they were busy and my request was being resolved. I kept on writing them for updates and kept on getting the same standard response - we are looking into this. On December 31st, I received a response that issue had been resolved. Today is February 5th, 2024, issue still has not been resolved. I cannot access my courses. I would like all monies refunded to me and close my account with **********************. I have been very patient with this company and two months later, still same issues. I have not been able to study and make any progress. I am extremely disappointed.

  Business response

  02/12/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on 2/5/2024, we have reviewed your case about the browser issue. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and provided the necessary troubleshooting steps to resolve your browser error, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer response

  02/13/2024

   
  Complaint: 21251379
  
  I am rejecting this response because: I am yet to resolve this issue.  I cannot even get to their instructions because their website keeps giving the attached messages.  I have tried different browsers, cleared history, cleared cache, shut down and restarted computer and problem still persists.  This only happens with Udemy.com. I will file a complaint with the necessary authorities in **********.  This is not acceptable. 

  I have asked for a phone call to resolve this issue.  I am willing to share my screen with Udemy to resolve this issue.  I have not been able to access my courses on Udemy.com since December 2023. 

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

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive canceled a membership with them on the same day I got an email that it was going to be renewed. I dont think it was useful for me considering my schedule, and no longer wanted the service. However I was still charged for it.I understand the platform has some useful content, but not for me. I just want my money back and havent used the platform since I requested the cancellation. I dont understand why its being so hard to request my money back for something I didnt even use or plan to use. **** also definitely not recommend this to any person looking for learning. Definitely not coming back either.

  Business response

  01/26/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on 1/26/2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and issue a one time courtesy refund, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi there, I am from India, a student.Last morning I bought a course from Udemy a NextJS 14 course, for which I have been saving for a month and finally decided to take it yesterday.I started the transaction from my Udemy app, in ***** they give us an option to pay via UPI, I chose that, I paid through UPI, payment got successful from my end, I have attached the transaction screenshot with UPI reference number for the transaction. Later the app completed it's wait time 4-5 mins and said transaction failed. I have tried looking website couldn't find any email or contact details where I can complain/query my problem.I am a student sir, and I cannot take up such loses. Please if possible try to get my query resolved ASAP. Would be a great help indeed.And, dear udemy, you're such a huge buisness and big player in ******* atleast have help and support team to listen to queries of your customer.Looking forward to some solution.Thanks and Best Regards.*************************.

  Business response

  02/06/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on date, we have investigated your request and can confirm that the charge you are seeing was placed as an authorization hold by your bank. This means that you were not actually charged by Udemy, and you should have either received a refund already or can expect a refund to come. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and have reached out with further details about your authorization hold, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,On January 11, ****, I completed the purchase of eleven products from Udemy using the debit card of the Empirical Research and ********************* (ERFI), where I am engaged as a lead researcher. For my purchases, I used my email account ************************ The card, issued under the name of our CEO, *****************************, based in **********, was used with the intent of acquiring online resources essential for my research work (*********************). Confirmation of these transactions was duly received from Udemy.However, shortly after these successful transactions, my account with ********************** was unexpectedly suspended, denying me access to the resources for which payment had already been made. In response to our inquiries, Udemy requested bank statements to verify the transactions. ****************** personally reached out to Udemy, confirming the legitimacy of the transactions and providing details of our organization's registration, yet our efforts to resolve this matter have been met with silence. Despite multiple attempts to engage with Udemy, including requests for the names of the managers handling our case, we have received no substantive response, nor an explanation for the suspension of our account. As a research organization that routinely funds educational and research activities globally, such disruptions not only impede our work but also raise concerns about the reliability and customer service of **********************. This complaint is being filed due to Udemy's lack of response and failure to address the unwarranted suspension of access to services we have duly paid for.The impact of their actions and decisions has led to considerable delays in my project, resulting in increased operational costs and a higher expense for services on my part. I am a full professor at the ******************* and conduct research for erf.institute. Sincerely,*********************** The Empirical Research and ********************* (ERFI)

  Business response

  01/25/2024

  Hello,

  After receiving your Better Business Bureau (BBB) complaint on 1/23/2024, we have reviewed your case. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and escalated to the necessary team to assist further in your disabled account case, ********************** considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer response

  01/30/2024

   
  Complaint: 21189230
  
  I am rejecting this response because: The refund is not arrived on my bank account. I have repurchased some of the services. 

  Udemy has been extremely unfair and very aggressive with their policies. They are ignorant and fully incapable in responding to customers' needs. Looking at the feedback they have received alone on your BBB page, I am sure that their staff handling customer services is one the most incapable service teams I have even experienced. 
  Once I have my money on my account, I will accept the resolution. 
  
  Sincerely,
  
  ***********************

  Business response

  02/01/2024

  Hello,
  After receiving your Better Business Bureau (BBB) complaint follow up on 1/30/2024, we have reviewed your case again. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and provided you with the information needed to track the refund, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 28th I purchased 2 courses on Udemy, 1 of which (Course ********** was pulled from the platform a couple of weeks later with a note saying that if I had not received a refund to "Contact the support Team" [hyperlink] The link sent me to help articles, that had 2 ways to request refunds, one from the prior purchase page (there was no such button on mine), and one from the course page. Since the course was removed, I had no way of accessing this or using ANY of the help article's instruction. There is not a chat, phone, or email option listed on the site. If you go into the message center and try to message them, it redirects you to the *** article page.If you ****** the headquarters in **********, you get a message saying they do not offer telephone support and that the "mailbox is full." The only email address they give is for press contacts, and I reached out to them to see if someone could help connect me to customer support.I did not receive an answer, nor have I received a credit or refund for the pulled course.Udemy has NO CUSTOMER SUPPORT, but they pretend to in order to make the sale, which is mind-boggling.

  Business response

  01/18/2024

  Hello,
  
  After receiving your Better Business Bureau (BBB) complaint on 1/16/2024, we have reviewed your refund request. You can further check the status of this issue through Ticket #*******.
  
  Since we investigated the matter thoroughly and issued a refund for the requested course, Udemy considers that this issue was properly resolved.
  
  Thank you for notifying us of this matter!
  
  Udemy Support Team

  Customer response

  01/18/2024

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

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Multiple Transactions over the last 18 months. I can no longer log into my account, nor can I reset my account password. I only get an error on the website. The mobile app allows me to attempt to send a link to reset but the email never comes in even with all the udemy emails allowed. I have no way to access the material I purchased on Udemy.

  Business response

  01/22/2024

  Hello,
  
  
  After receiving your Better Business Bureau (BBB) complaint on 01/15/2024, we have reached out with additional troubleshooting steps to assist you with resetting your password and gaining access to your account. You can further check the status of this issue through Ticket #*******.
  
  
  Since we investigated the matter thoroughly and have provided you with additional troubleshooting steps, 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. ↩