ComplaintsforUpwork

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/19/24, I submitted a report for phishing for one of the accounts that contacted me through Upwork after I was scammed into submitting my personal information. The account also asked me for my financial information, which fortunately I did not submit. While I was able to report the posting, there is no option to report the account to contact me. There is not a dedicated place to submit reports, only a forum answer to say how to report, when in reality, the steps laid out are not even available. This is terrible business practice and leaves many people using their site to find jobs vulnerable to financial scams and potential identity theft. Upwork is not doing due diligence to vet accounts who post on their site and offer secure ways to report such abuse. It is enabling people to conduct scams.When I go to close my account, I get a message saying I cannot close out my account.

  Business response

  09/24/2024

  We're sorry to hear that the customer wasn't satisfied with their experience and appreciate the opportunity to help.

  Upwork is a website provider that operates an online technology platform marketplace. It has over 17 million registered accounts, and thousands of projects are posted daily on its platform. Upwork doesn't control customers, post projects on their behalf, or vet, review, or screen their posts. When we become aware of a violation of our Terms of Service, we take prompt, appropriate action.

  We also have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. For more information on how to stay safe online and on Upwork, please visit our Support page on the Upwork website.
  
  We are in contact with the customer directly and will continue to support them should they have additional questions.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint regarding Upwork's mishandling of a case involving a fraudulent freelancer, ******** ******* ****, and their failure to take appropriate action despite acknowledging the wrongdoing.I hired ******** to assist with getting two websites approved for ****** AdSense. We agreed on a fixed price of $250, but he insisted on switching to an hourly contract, claiming it would reduce his fees. I reluctantly agreed, under the condition that I would only pay for results, and that the contract would not exceed 40 hours.Despite this, ******** charged me for 55.3 hours, without my consent, and failed to deliver the promised results. He never submitted the websites for ******* approval. Upwork's dispute team reviewed the situation and confirmed that I was entitled to a full refund. They also stated that the freelancer's account had been restricted until the issue was resolved.However, ******** has refused to refund even 1 dollar, and despite Upworks promise, his account is still active, allowing him to continue working on the platform, potentially scamming others. In addition, Upwork deleted my review that outlined his fraudulent behavior, which prevents other clients from being warned about him.Concerns:********s account remains active, contrary to Upworks promise to restrict it.Upwork deleted my honest review, allowing him to potentially scam other clients.The full refund I am entitled to has not been processed, despite Upworks decision.******** refuses to refund even a single dollar, despite the clear violation of our agreement.Requested Resolution:A full refund for all payments made to ********.Permanent restriction of his account to prevent further exploitation of clients.Reinstatement of my deleted review to inform future clients of his behavior.Upworks handling of this case raises serious concerns about their commitment to client safety, and I am seeking your assistance to hold them accountable.Sincerely,**** *****

  Business response

  09/20/2024

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.

  Upworks work marketplace is where companies can find independent talent to grow their businesses, and independent talent can find work to grow their careers. We designed it to help clients and talent build strong working relationships so that over time, companies can scale on demand with a trusted talent bench and talent can secure fulfilling, consistent work.

  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 are 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.
  

  
  

  Customer response

  09/22/2024

   
  Complaint: 22301870
  
  I am rejecting this response because:

  Why is Muhammads account still active?
  You clearly stated that his account would be suspended until we reached a resolution. Yet, despite proof of his fraudulent actions and refusal to refund even a single dollar, his account remains operational.
  
  Why are you allowing a proven scammer to continue using your platform?
  This is not just about my case anymoreby keeping his account active, you are enabling him to potentially scam other clients. This goes against your responsibility to protect your users from dishonest freelancers.
  
  It is deeply concerning that Upwork allows a freelancer, who has been shown to defraud clients, to continue working without any consequences. If you are unwilling to protect clients by removing proven scammers from the platform, you are failing the very people who rely on your services.
  
  Sincerely,
  
  **** *****

  Business response

  09/25/2024

  We're sorry to hear that the customer wasn't satisfied with their experience. 

  While we understand the customers concerns and frustrations, due to privacy reasons, we cant discuss another customers account.

  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

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased connects in Upwork then they banned my account. Since my account is banned, I can no longer use the connects and they won't refund it.

  Business response

  09/18/2024

  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

  09/20/2024

   
  Complaint: 22300812
  
  I am rejecting this response because: they have not provided the details to my refund yet.
  
  Sincerely,
  
  ******* Jane ******

  Business response

  09/25/2024

  We acknowledge that the current outcome may not align with the expectations of the customer.

  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

  09/26/2024

  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,
  
  ******* Jane ******

• Initial Complaint

  09/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have spent 7 figures through Upwork. Mr. ******* an engineer, was contracted to provide plans for the construction of a custom retaining wall. This project was unique, and the specific requirements were clearly outlined through multiple phone calls and documented discussions on the Upwork platform. I reached out to request a refund. While I appreciated my interactions with Mr. ******* he ultimately failed to deliver a product that aligned with the agreed-upon specifications. Upon contacting Upwork, I explained that my delayed communication was due to serious health issues, which I had communicated to Mr. ****** beforehand, along with my intent to seek a refund. I was assured that my claim would be thoroughly investigated. However, I was later informed that no investigation had occurred, and that my request was denied due to being outside the designated timeline, without further consideration of the circumstances. During the project, Mr. ****** repeatedly pressured me to release the payment. Despite my concerns about releasing funds prematurely, he reassured me that he would fulfill his obligations and complete the project as agreed. I now see this as an attempt to secure payment without delivering the agreed-upon results. As I communicated to multiple Upwork representatives, my delayed response was due to incapacitation following a severe reaction to COVID-19, which I can substantiate with medical documentation. Prior to my incapacitation, I had informed Mr. ****** via text message that I would be seeking a refund. It is both unreasonable and unethical for Upwork to deny a refund to an individual who was incapacitated and can provide evidence supporting their claim. Furthermore, Upworks refusal to investigate the matter properly or consider extenuating circumstances violates basic principles of fairness and good business practices. I request that this matter be revisited and that a refund be issued in accordance with the facts and evidence provided.

  Business response

  09/19/2024

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.

  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.
  
  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

  09/20/2024

   
  Complaint: 22297941
  
  I am rejecting this response because:
  

  As i said n my inital complain that i filed, I followed the usual steps to dispute this transaction.  I also indicated what occurred once i followed those steos in my initial message. I was not even offered due process due to the timeline of my dispute. This is despite me having ample proof and a medicl exemption for this timeline. This is why i reached out here. This needs to be resolved as it is not a minimalamount of money.
  Sincerely,
  
  **** ******

  Business response

  09/25/2024

  We're sorry to hear this customer continues to be dissatisfied with their experience and appreciate the opportunity to provide additional 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

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On September 10, 2024, Upwork egregiously refunded a client earnings that I legitimately earned. The below project for Experienced Recruiter WAS OPEN NOT YET CANCELLED when I record the hours for Tuesday September 3. If the contract was cancelled the work diary would have been closed and I could not have entered hours that day. As such Upwork egregiously refunded my legitimate as I put in the work I billed for. I DEMAND MY MONEY BE FULL RETURNED WITH INTEREST. THE TOTAL IS $137.50 Summary of transaction Account Settings Remember our policy! All transactions and pre-contract communications must stay on Upwork. Learn more.Weekly summary Experience Recruiter - Technology, SaaS, Sales and Marketing Roles Date range Sep 2, 2024 - Sep 8, 2024 Contract grouped by Day Hours Amount Payment type Tuesday, September 3, 2024 2.30 $137.50 Total for Tuesday, September 3, 20242:30$137.50

  Business response

  09/11/2024

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 

  As noted in our User Agreement, ********************** provides a payment guarantee for all hourly contracts. Only qualifying hours are protected. For more details regarding the payment guarantee please visit our Support page on the Upwork website. 

  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

  09/11/2024

   
  Complaint: 22267049
  
  I am rejecting this response because: Upwork has erroneously charged that I didn't record hours correctly which is the basis of their taking away my earnings. This is entirely incorrect as 1) the hours AND memo regarding work completed were submitted in alignment with the guides AND prior to the contract ending. If this wasn't the case, the ability to re ird time would have been prohibited. I am once again asking for return of my ****** which was illegitimately taken.

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

  Business response

  09/13/2024

  We're sorry to hear this customer continues to be dissatisfied with their experience.

  Upwork provides a payment guarantee on qualifying hours for all hourly contracts. For more details regarding the payment guarantee please visit our Support page on the Upwork website.

  We have contacted the customer directly and will continue to support them should they have additional questions.
  

  
  

  Customer response

  09/17/2024

   
  Complaint: 22267049
  
  I am rejecting this response because:I legitimately  worked the hours I recorded with memo and having money I earned taken away is against all fair labor practice. The mechanism of hourly guarantees seems nothing more that an illegal garnishment of earned wages. It is beyond unethical. No business can illegitimately confiscate earnings yet that is what Upwork, via the hourly payment rule, exactly did. I know the business won't make this right as that follows their poor business practices. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im a new author of a book that was recently published. I have no idea about marketing my book. I listened to someones advice to hire Upwork to create ******** and Amazon ads. Upwork took payment immediately before telling me my requirements for this project. I ignorantly gave them passwords to my platforms. After a day of total chaos, ** told they need both a book trailer and mock *** to proceed with this project. I am ******************************************************* mock ***, so I asked Upwork to stop the project and give me my money back. Since then I stopped my payment to them and cancelled my credit card. Needless to say, they have been harassing me. They supposedly kept working and created the trailer and mock ***. They are continuing to work on my social media platforms. I cant get them to stop. The harassment continues. I cant handle this stress anymore. Please do something to stop them!

  Business response

  09/09/2024

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.

  Upworks work marketplace is where companies can find independent talent to grow their businesses, and independent talent can find work to grow their careers. We designed it to help clients and talent build strong working relationships so that over time, companies can scale on demand with a trusted talent bench and talent can secure fulfilling, consistent work.

  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.

  Upwork doesn't tolerate inappropriate behavior or harassment between customers. We encourage reporting any instances to us for further investigation.

  We are 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.

  Customer response

  09/09/2024

   
  Complaint: 22253681
  
  I am rejecting this response because Upwork sent me a bill for services I did not receive.
  
  Sincerely,
  
  *****************************

  Business response

  09/10/2024

  We're sorry to hear this customer wasn't satisfied with their experience.

  Weve tried to contact the customer and are awaiting a response. 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

  09/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Complaint Summary: I am filing a formal complaint against Upwork for failing to enforce a legitimate contract with a freelancer on their platform, leading to a breach of service and loss of time and resources.Details of the Incident: On September 4, 2024, I engaged with a freelancer on Upwork, Gurmehakdeep Billa, to complete a Punjabi-to-English audio transcription and translation project. The freelancer agreed in writing to deliver the work by 11:00 AM EDT, September 5, 2024, and accepted the agreed price of $58 for the task.Despite the agreement and my clear instructions, the freelancer did not complete the project on time. When I reached out to Upwork support, I was informed that no formal contract existed because the freelancer had not "accepted" the contract on their system, even though the freelancer clearly stated in writing that they accepted the offer and agreed to the deadline.I emphasized that a contract is legally enforceable when there is an offer, acceptance, and consideration. Upwork's support team refused to take action, citing their platform's technicalities rather than acknowledging the written acceptance as a valid contract. This breach has caused significant delays in my project, and I consider Upwork's refusal to act both unethical and damaging to my business.

  Business response

  09/06/2024

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.

  Upworks work marketplace is where companies can find independent talent to grow their businesses, and independent talent can find work to grow their careers. We designed it to help clients and talent build strong working relationships so that over time, companies can scale on demand with a trusted talent bench and talent can secure fulfilling, consistent work.

  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'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

  09/09/2024

   
  Complaint: 22247815
  
  I am rejecting this response because:

  Upwork has made no serious attempt to address my concerns or reach out to me meaningfully. I requested a phone call from a supervisor several days ago, yet to this day, I have not received any such call. While Upwork claims, "We designed it (their platform) to help clients and talent build strong working relationships so that over time, companies can scale on demand with a trusted talent bench and talent can secure fulfilling, consistent work," in this case, they are perfectly fine allowing their freelancer to damage the reputation of the companies that rely on their platform.
  Upwork has done nothing to hold the freelancer accountable for breaching our agreement, and instead, they have fought me by insisting that no contract was in place, despite clear written evidence of an agreement. They have met my trust in their service with deception and resistance, refusing to take responsibility or put measures in place to prevent this from happening to other businesses.
  Overall, I find their response completely lacking and unacceptable, and I continue to demand reparations that are fair and justified in this situation.

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

  Business response

  09/11/2024

  We're sorry to hear this customer wasn't satisfied with their experience.

  While we understand the customers concerns and frustrations, due to privacy reasons, we cant discuss another customers account.

  We are in contact with the customer directly and we will continue to support them should they have additional questions.
  

  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9-1-2024 Upwork collected $40 from a client for my design service. My fee to Upwork is $36.00.After collecting $40.00 from the client. The day after they were paid, Upwork suspended my account stopping me from collecting the $36.00. They have an only AI customer service and complaint access. No way to contact a real person. I have made several attempts to re open my account to collect and to cancel my association with this company. The level of poor customer service is wrong. I only want the $36 Upwork owes me. Then I can cancel my account.

  Business response

  09/04/2024

  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.
  

  
  

  Customer response

  09/04/2024

   
  Complaint: 22235823
  
  I am rejecting this response because: They are unable to resolve the problem so I asked them to close my account and keep any money they owe me. 
  
  Sincerely,
  
  ***********************

  Business response

  09/05/2024

  We're sorry to hear this customer continues to have a frustrating experience. 
  We are in contact with the customer directly and will continue to support them should they have additional questions.
  
  

  Customer response

  09/06/2024

  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

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After being falsely accused of breaking rules. They put me through a verification test to prove I was me. After doing so and passing this test. They accidentally created a duplicate ticket against me. I was confused on why it wasn't resolved after they said it was. They told me to wait a couple days, so I did. Then they told me after not hearing from me for a couple days they were just going to block my top tier account that I put a lot of time and effort into creating. 3 plus years to be precise. After I contacted them asking what went wrong. They admitted this was a mistake on their end and reopened the ticket. Only to immediately tell me they were going to leave my account banned anyway and I just had to deal with it. Afterwards they said they would ignore anymore messaging from me. Long story short. They banned my account for an error on their end and refused to work with me on the matter. Which I find to be extremely unprofessional

  Business response

  08/30/2024

  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

  09/02/2024

   
  Complaint: 22215442
  
  I am rejecting this response because:

  This is not a security involved situation. I was disrespected and treated unprofessionally. I stand by this and will not change my mind. And error on there side should not cost me my livelihood and should not be directed like I am the one in the wrong. Thank you fo your time
  
  Sincerely,
  
  *********************

  Business response

  09/04/2024

  Upwork conducted a thorough review of the customers account and weve determined our position stands based on Terms of Service. We extend our best wishes to all of their future endeavors.

  Customer response

  09/09/2024

   
  Complaint: 22215442
  
  I am rejecting this response because:

  It is clear to me that this business does not care to admit they are wrong and that they make mistakes. I find it hard to believe they even did anything to help resolve the situation. With that, I am unsatisfied and will be letter others know about my experience
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently opened an Upwork account and spent a huge amount of time searching and posting to find qualified freelancers. I hired 2 freelancers and already started to pay them partially while trying to hire others. Suddenly, without any warning, Upwork blocked my account, preventing me from getting my projects completed to meet deadlines and from paying the freelancers for their past work, and destroying my relationship and credibility with them and others. I called many times but nobody answered. I used Upwork's Support Chat but it's just a dumb AI which ran me around in circles wasting countless hours. I emailed via text support, and it not only take days to respond but most of the time, its response did not answer even my simple questions such as what the reason was that they blocked my account. ********************** behaves like a fly-by-night scam instead of a trustworthy multi billion dollar company that it advertises to be. I'd like to request Upwork to immediately remove its unexplained block so I can try to salvage my relationships and the tremendous amount of time and money I spent due to its false advertisement of being user-friendly. Thank you.

  Business response

  08/26/2024

  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.

  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.
  

  
  

*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. ↩