ComplaintsforUpwork

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Customer Complaint:

BBB’s file for Upwork was created in September 2021. A review of complaints was completed in July 2024. Consumers are encouraged to review the following links for information in regard to policy, support and security.

https://www.upwork.com/legal#terms
https://support.upwork.com/hc/en-us
https://www.upwork.com/trust-and-safety/security/

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Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi, I think Im being or got scammed already by a freelancer on the site Upwork. The problem is I try to reach out to someone at Upwork and I could never reach anyone by phone or through social media. I contracted (and stupidly) paid someone to setup an Amazon store for me. Its been over a month and the store is still not set up. He tells me via chat that in two weeks and its the same story every two weeks. Im out $531 and I dont know what else to do. He asked me to pay him because he said he was a young kid that needed to pay his university and I believed him. Then I got upset because weeks kept going by and still my project was not done so I gave him a negative review and requested a refund through Upwork. Then he begged me to edit the review or he will not finish my project claiming that because of me his profile was canceled. I dont know what to do every day I get a different story or response from this person. I have lost $531 and I cant speak to anyone at Upwork to work towards a resolution! Please help!
Business response
11/05/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
We emphasize in our User Agreement that ********************** is a venue for buyers and sellers of services to directly connect, that Upwork doesn't supervise, control, or endorse Freelancers, that Upwork is not responsible for Freelancers or their work, and that Clients are responsible for selecting and vetting their own workers.
We offer multiple dispute options based on the type of contract used by freelancers and clients. For more information regarding the dispute process visit our Support page on the Upwork website.
Customers can contact ********************** Customer Support by logging into their account, choosing ************ from the menu at the top right of their homepage, and clicking on Contact Support. They will find a variety of support options available to them.
We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions.
Customer response
11/07/2024

Complaint: 22509817

I am rejecting this response because:
Hi thank you for your help with this.

Im very concerned I have lost $532 and the upwork website is very hard to use. The freelancer was messaging me non-stop and it was just overwhelming. All

I know is that I paid and the work is STILL not done. Please continue to help until a resolution is in place.

Best,

Rossie

Sincerely,

****** **********
Business response
11/12/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
We emphasize in our User Agreement that ********************** is a venue for buyers and sellers of services to directly connect, that Upwork doesn't supervise, control, or endorse Freelancers, that Upwork is not responsible for Freelancers or their work, and that Clients are responsible for selecting and vetting their own workers.
We offer multiple dispute options based on the type of contract used by freelancers and clients. For more information regarding the dispute process visit our Support page on the Upwork website.
Customers can contact ********************** Customer Support by logging into their account, choosing ************ from the menu at the top right of their homepage, and clicking on Contact Support. They will find a variety of support options available to them.
We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions.
Initial Complaint
11/03/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Upwork banned me from using their platform after I successfully completed my first contract with a client. I have no idea why they banned me, they said I should have received an email for the reason why but I never did. I have not done anything that is worthy of a ban and would love to continue working on their platform.
Business response
11/05/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service.

We've thoroughly reviewed this customers account and determined our position stands based on Upworks Terms of Service. Please see our Terms of Service, available on the Upwork website for more information.
Customer response
11/06/2024

Complaint: 22507329

I am rejecting this response because: I did not break their terms of service. I know that I didn't because they will not tell me what in their terms of service that I broke.

Sincerely,

****** *********
Business response
11/12/2024
We regret that the customer wasnt satisfied with their experience on Upwork. Our position stands based on Upworks Terms of Service. Please see our Terms of Service for more information.
Initial Complaint
11/01/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My account was hacked and I am keep asking them that some change the profile name and I wanted to chamge it back. But now they deactivate my account without any reason. I keep telling them to send me verification link so I can verify myself When I logged in it was under some **** ******** name. But my name is ****** ***** *******. The support keep asking me to submit Umar documents and how on earth I can do that when I do not know the person. I want to reactivate my account so I can video verifiy myself.I want my account to reactivate and I can verify myself.The support team and the guy name *** on upwork support have not even try to give me the link to verify myself.
Business response
11/04/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service.

We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions.
Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
For Users subject to this Section 7.2, Users agree to use the communication services available on the Site to communicate with other Users prior to entering into a Service Contract. I have fully complied with this section, ensuring that all my communication remained on Upwork's platform without any attempt to facilitate or suggest contact outside of ***** providing a reference for a service not directly within my expertiserelated to the project but separate from my ownI followed Upworks policy by sharing only a general recommendation within Upworks messaging system, without sharing any direct contact information (such as phone numbers, emails, or links). My intent was solely to support the clients project needs within Upworks ecosystem and to maintain transparency about resources they may consider.Given these actions, I believe my conduct was within policy, supporting both my commitment to Upworks guidelines and the clients success on the platform. I respectfully request a review of any misunderstandings to ensure that my account remains in good standing.
Business response
11/03/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service.
We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions.
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
It's difficult to get assistance from the company. I accidentally closed my account with them being that it's blocked from making anymore job requests but I forgot that I have orders that I'd like to download. I've tried reaching out through their chat but it just gives me an error. I sent an email but no one is responding.
Business response
11/03/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions.
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
First of all. I've had nothing but problems with this company. They are crooked and dishonest in every way. I signed up for them 5 years ago and received business and support in the first two years or so. This past couple of years has been a nightmare. You get absolutely no work from them. They expect you to spend money in order to submit proposal after proposal after proposal meanwhile you get no work. Then, when I finally get sick and tired of their ****, I can't even cancel my account. There is ABSOLUTELY NO WAY TO GET A HOLD OF ANYONE. No email, no phone number, no messaging, no chat, NOTHING. They are extremely unprofessional and expect you to go through their so-called support area which is nothing but a bunch of useless articles that tell you absolutely nothing. I just tried to cancel my account as a freelancer with them by clicking to cancel and they won't allow me to cancel. I have no way to get a hold them. They force you to spend money in the form of "connects" to get work. They've become the worst freelancer platform ever. They expect you to hand over money without having to answer to either their freelancers or the people who purchase services from freelancers.
Business response
11/03/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
Evolving our pricing model from time to time aligns with our ongoing efforts to support all of our customers. We are committed to providing high-quality tools and a matching pricing structure. We also continue to invest in new ways for freelancers to access more opportunities, build their businesses, engage with high-quality clients, and maintain autonomy and control over their careers.
We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions.
Customer response
11/04/2024
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.
Hi ********:

I want to cancel my complaint with the BBB. Complaint ID: ********. It's been resolved.

Thank You,

****** *******

Sincerely,

****** *******
Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My Upwork account was suspended with my funds in the account. I need help to get my money back from Upwork. My account email is ********************* Regards
Business response
10/29/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
We've thoroughly reviewed this customers account and determined our position stands based on Upworks Terms of Service. Please see our Terms of Service, available on the Upwork website for more information.
Customer response
10/31/2024

Complaint: 22481071

I am rejecting this response because:
None of my clients have received the refund in their payment method. All of my clients are willing to pay me but they all told me none of them received the money as of yet. Might you provide proof of the deposit into my client's file? To avoid mentioning my client's names for privacy, kindly provide the refund receipt between Aug 12- October 30. To be super clear, I am not talking about money in escrow that were refunded which doesn't belong to me anyway since I have not done the work. I am talking about my money which have been approved by my clients because I have completed the milestones and waiting to be withdrawn into my payment method on file. My account was suspended on a weekend and my weekly payment setting was Wednesday.
Upwork has the right to decide whether or not they want me on their platform but they do not have the right to take my hard-earned money.
If this is not theft, tell me what this is.

Sincerely,

****
Business response
11/04/2024
We regret that the customer wasnt satisfied with their experience on Upwork. Our position stands based on Upworks Terms of Service. Please see our Terms of Service for more information.
Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to formally address the recent suspension of my Upwork account. I believe this suspension is unfounded and wish to clarify the events leading up to it:1. Recently, my client provided me with a draft of our agreement. In the payment section, it was stated: "Consultant shall provide an itemized invoice to Client from time to time for the services rendered via email. Each invoice shall be paid in full within 30 days of receipt by electronic means. Any taxes, banking, or transfer fees associated with the payment shall be paid by the Client in addition to the agreed fees."2. To clarify the terms, as it was not entirely clear whether my client intended to pay me directly, I asked if they preferred to do so. I also mentioned that Upwork charges a 10% service fee plus taxes, simply to ensure I understood their intentions.3. I sent this payment clause along with other suggestions I had for the agreement. While this payment clause was not a suggestion, I admittedly could have been clearer in my wording. However, I did not anticipate Upwork would scrutinize this casual exchange or interpret it as a policy violation. The final signed agreement confirms that I had no intention of bypassing Upwork's platform for payments.4. Following our conversation, my client encouraged me to remain on Upwork but respected my decision. I assured them that I was comfortable with Upwork as the payment platform.5. Ultimately, we signed the agreement with the following clause: "Payment shall be made directly via electronic payment or through Upwork, based on the preference of the Consultant." Since I chose to continue using Upwork, this clearly indicates compliance with Upwork's policies.6. Despite this, the day after signing, my Upwork account was suspended. Upworks representatives claimed my discussion with the client violated their terms.
Business response
10/29/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service.
We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions.
Customer response
10/30/2024

Complaint: 22477452

I am rejecting this response because:
My account is still in suspension.
Sincerely,

******** *****
Business response
11/03/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service.
We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions.
Customer response
11/04/2024

Complaint: 22477452

I am rejecting this response because:
My account is still in suspension.

Sincerely,

******** *****
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My name is ****** ****** and I am the Founder and Owner of an IT **************** based in *****. I have to write to inform you about Upwork Freelancing Portal where I lost USD ******. The funds have been withdrawn by some scammer in ****** by compromising the Upwork security. I have been an active user (agency) since 2015 with **********************. Recently Ive had terrible incident Freelancer Profile: ************************************************************************** Agency Profile: ******************************************************************* Someone has withdrawn USD ****** from my Upwork account to their ****** account. The scammer created Fake ****** accounts in my name and have withdrawn the funds in *******I have various security measures in place such as 2FA and Cellphone SMS OTP etc...as its recommended by Upwork. Which implies me to even wonder whether its an inside Job and that is the reason why I have to write it to you directly. Irresponsible Customer Support I have already reported the issue to Upwork support team as soon I came to notice on 28th September 2024 and on 5th of October I have received around USD ****** Refund with Returned Withdrawal, since then Upwork says they can't do anything for remaining funds.The Support Ticket Id: #******** The scammers have intensively used my name to create deceptive illusion so it would seem a genuine transaction at first glare. I have attached the screenshots of fake transactions ********************************* **************************** Upwork says that ****** has reversed only 2 transactions they can't do anything now. Neither they take responsibility for the platform and says its not their liability.I am prepared to offer any assistance needed and can provide any sort of documentation, ID Proofs etc... as needed.Sincere Regards,******
Business response
10/21/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
While Upwork strives to maintain a secure platform, securing personal devices, information and networks falls under a customers responsibility.
Weve been in contact with the customer directly, and will continue to support them should they have additional questions. The customer can also request assistance via the Support page on the Upwork website or by directly replying to our email. We will be happy to assist.
Initial Complaint
10/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I signed up for a membership plan, Freelancer Plus, a few weeks ago. The plan was renewed on 10-16-2024 and I was billed *****. I have not used the service a single time since 10-16-2024.The first thing I did on ***** was cancel the plan. Then, I tried contacting them many different ways but I could not get through to anybody except an AI bot. I was told that they do not issue refunds for this membership plan.I would like a full refund (*****).
Business response
10/21/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
Our membership plan offers enhanced value and services to our customers, and we are committed to providing high-quality tools with a matching pricing structure.
We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions.

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