How Do Videos Impact Course Completion

I recently built a course with three video clips on one slide with instructions for the learner to click on each video to view and then click Next to move to the next slide.  I did not set any triggers to force the user to watch the videos(honor system) so once the timeline ends, they are free to move ahead without watching the videos.  When I published the course, I set a percentage of slides that need to be viewed for the course to mark complete in our LMS.  I had a learner reach out today saying they have "completed" the course three times but it is not marking complete.  I can see that they have only spent one minute viewing the course and when I escalated the issue to our LMS support team, they are saying he needs to watch the video to completion and that just doesn't sound right to me?  I think this user is just clicking Next to move through the course since it should take 15-20 minutes to complete.  Any other thoughts on what might be happening?