I am trying to purchase a course online. The charge hits my Capital One account and is...
GetHuman-hbltea's customer service issue with Udemy from June 2018
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The issue in GetHuman-hbltea's own words
I am trying to purchase a course online. The charge hits my Capital One account and is not processed properly. As a result I get an error and cannot purchase the course.**I have tried a different credit card (Citi Bank) and I get the same result. **Udemy claims the bank is refusing the charge. This is not the case, because when that happens, I get an email from Captial One.**I called Capital one. They stayed on the line while I ordered a course. They looked at the computer system and saw that Udemy charged the account $*. The reason that was given was the that the street address did not match. Which is odd, because I never was prompted for a street address on the Udemy site. I even checked the profile on my Udemy account, no address field.**I have emailed Udemy tech support and it is as if they do not even properly read my emails, as I have told them all this.**As you an see, if have told Udemy support that I have tried another credit card. I am unwilling to use Paypal (had fraud issue and discontinued their service).**I would like to see Udemy actually investigate the issue. I strongly belive it is on their end I purchase things online all the time. And the others usually ask for a billing address.*I will paste the exchange here:***Harry (Support) **Jun **, **:** PDT **Hi Jeff,*Thanks for reaching back. We are sorry to hear that your problem persists.**Unfortunately our payment processor has informed us that the card you tried to use was blocked by the card issuing bank. **Please use a different card or Paypal (if available) to purchase the course. You can also purchase the course via our mobile app, which uses Apple's or Google Play's payment system, depending on your device. **I hope this clarifies this, and please let us know if you need any additional assistance.***Best Regards,*Harry**Jeff Bergstedt **Jun **, **:** PDT ***Hi Harry,**I spoke to a Customer Service Rep at Capital One. I attempted to put the transaction through while he observed the result on their computer system. He stated that Udemy was charging a zero dollar amount.**I also tried Citi Master card, however I did not contact their Customer Service. That card was also declined. I would really prefer to use credit card and not any payment system tied to a smart phone.**He stated the reason the transaction had failed was also listed in the system as street address does not match. The odd thing about that is I have not seen anywhere on my site to enter a street address address. Here is a screen shot of your credit card info page. Note it asks the zip code and that is it. I blotted out the credit card info for security purposes.**I also checked my profile and there was nowhere to enter the street address.**Is there any way to remedy this?**Thank you,**Jeff**Attachment(s)*image***.png** *Harry *Harry (Support) **Jun **, **:** PDT **Hi Jeff,*Thank you for reaching out, and we’re sorry to hear you’re experiencing issues with making a payment on our site. Unfortunately, our payment processor has informed us that the card you tried to use was blocked by the card issuing bank. **Please use a different card or Paypal (if available) to purchase the course. You can also purchase the course via our mobile app, which uses Apple's or Google Play's payment system, depending on your device.**I hope this clarifies this, and please let us know if you need any additional assistance.**Best Regards,*Harry* *Jeff Bergstedt **Jun **, **:** PDT ***To whom it may concern:**I have tried to purchase the Protractor * Typescript course with * different credit cards (both of which will notify me via email if a purchase is blocked). Both cards are MasterCard. I am getting the message: "There is a problem with this purchase. You have not been charged. Please contact Udemy Support to resolve the issue."**I have double checked the details (credit card number, expiration date, zip code, country, name as is appears on the card.), and I can find no error on my part.**Please let me know if there is something else I need to do to complete the transaction.**Thank you,**Jeff Bergstedt*Software Test Engineer* **OLPXQ*-*DQ**
GetHuman-hbltea did not yet indicate what Udemy should do to make this right.
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How GetHuman-hbltea fixed the problem
I kept complaining. They never adnitited it was there issue on their end. Eventually it worked.
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