Business Profile

Staffing Agencies

Upwork

Headquarters

This business is NOT BBB Accredited.

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Important information

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/

Complaints

This profile includes complaints for Upwork's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

315 total complaints in the last 3 years.
156 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:12/31/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've reached my limit of being spammed by **** *********** who continues to send nuisance invitations to projects that don't AT ALL match my profile. This has happened countless times by this Upwork Talent. READ THE FREELANCER PROFILE AND STOP SPAMMING WITH IRRELEVANT INVITATIONS.I highly value relevant invitations and am always thankful when I receive them. However, I HARDLY EVER receive invitations for recruiting projects!! *Below is EXCERPT of the project invitation: note the requirement for an engineering background in oil and gas--COMPLETELY IRRELEVANT TO MY PROFILE ************* client is looking to partner with an expert technical writer who has practical or educational experience in the oil, gas or conventional energy fields. This individual should also have competent writing skills and be able to identify technical narratives and deliver thoughtful and accurate editorial articles, in the range of ***** words. The ideal candidate will have a strong engineering background and experience in that helps them create content that is interesting and educational for professional, technical audiences. Example topics -A technical look at drilling innovations -Pipeline infrastructure ************************* /. THIS HAS NOTHING TO DO WITH MY BACKGROUND! Original message from client (NOT FFROM THE CLIENT!!)Hi **** A. ***** , Your profile looks like a great match for the Experienced technical writer for conventional energy role, so I wanted to give you the chance to submit a proposal as soon as possible. Submitting a proposal will cost you 0 Connects, and increases your chance of winning the work. Please note that the client will ultimately decide who to hire. If you have any questions about this opportunity, send a message to the client through Upwork Messages. *IMPORTANT: Please answer pre-screening questions in this post in order to be considered in our process. Best of luck! **** *********** Upwork Talent Specialist less
Business Response
Date: 01/06/2025
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
Job invitations are tailored based on various factors that may influence the chances of being considered for opportunities.
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.
Initial Complaint
Date:12/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Jul 29th, 2024 - $750.49 Aug 19th, 2024 - $416.24 Sept 2nd, 2024 - $497?Oct 28th, 2024 - $745.5 Total: $2409.23 Amount to be refunded after America Express Dispute: $1992.99 Upwork had promised to provide me with completed floor plans ready for construction. However, upon submitting the plans to the city building department, I was informed that they were invalid and needed to be redrafted. When I brought this to Upwork, they said that I should screen talent and check on their work. ??Unfortunately, Upwork is difficult to contact as they do not provide a phone number and rely solely on AI for customer support. Additionally, the freelancer I was working with is no longer on the platform, making any form of mediation impossible.?Despite Upwork's attempt to initiate a three-way mediation process, the freelancer had already deleted their profile and was unable to participate. As a result, I have filed a dispute with **************** and was refunded $416.24, but I am still seeking the full refund of $2409.23.??Thank you!
Business Response
Date: 12/27/2024
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 Answer
Date: 12/27/2024

Complaint: 22722957

I am rejecting this response because: If you hire an architect in a good faith that they will do the required work, you are not going to hire another person to check on their work. It's ridiculous. There should be policies in place that protect clients from unscrupulous freelancers. That freelancer is not even on the platform anymore. He probably took advantage of many others besides me, collected his money and deleted the account.

Sincerely,

****** ********
Business Response
Date: 01/06/2025
We regret that the customer wasnt satisfied with their experience on Upwork.
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 Answer
Date: 01/08/2025

Complaint: 22722957

I am rejecting this response because: Upwork is not doing anything to refund or provide a different solution for my project. We are still at the first step where I had paid $2200 and haven't received a project.

Sincerely,

****** ********
Initial Complaint
Date:12/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used Upwork for 5+ years both as a client and a freelancer. After moving to a new place, I attempted to change my address on the platform. Only to be approached by their representatives multiple times asking me to provide all kinds of verifications, for which I fully complied, providing multiple types of IDs, a credit card statement, health insurance statement, you name it. I finally received an email saying my info was verified. Well, in about another hour or so I got another email telling me my account was permanently deactivated without providing any proper explanations. They also stated that they can provide no further assistance in this matter. I attempted to reach out to their customer service and the answer was basically the same. Basically, it seems all the work I had, and all the unused credits I purchased are gone down the drain and they didn't even care to explain exactly why. The arbitrary decision without taking the time to explain exactly why this is happening is leading me to believe that this was an act of discrimination.
Business Response
Date: 12/27/2024
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 Answer
Date: 12/27/2024

Complaint: 22721933

I am rejecting this response because:
I did not break the *** in any way, shape, or form to the best of my knowledge. If Upwork has any evidence of that this has occurred, they need to come forward with it. Otherwise, they need to admit that this was either an unintentional mistake on their behalf, or a decision based on personal whims rather than proven facts.
By failing to come forward with any evidence, I have no choice but to continue my assumption that this was a baseless arbitrary decision.
Sincerely,
**** *****
Business Response
Date: 01/06/2025
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.
Customer Answer
Date: 01/10/2025

Complaint: 22721933

I am rejecting this response because: I reviewed Upworks Terms of Service and could not identify a single violation on my part. Therefore, I hereby request specific details regarding which terms have been violated and how.

Sincerely,

**** *****
Initial Complaint
Date:12/22/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I created an account on ********************** and posted a job, and even engaged a vendor for a service. Then about a week later, surprisingly, my account was locked. I followed the procedures to unlock my account, but there seems to be a bug in their system--I keep getting taken back to the same place after verifying my phone, and there is no way to advance to the next step to unlock my account. To my frustration, this company provides no way to call and speak to a human. One can only start a chat session, which I did. The session was disconnected in mid stream, and I wasn't able to get back to the agent because upwork has a bot that does everything possible to prevent one from talking to an agent or resuming a disconnected session. They only allow you to amend the currently established ticket with a promise to get back to you (by email) in 1 or 2 days. My issue is time critical and upwork's inaccessible support is unacceptable. Why is it impossible to resume a disconnected chat? Why is there no phone number? Terrible customer support.
Business Response
Date: 12/27/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
We will be happy to help them complete Upwork's verification process.
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 Answer
Date: 12/27/2024

Complaint: 22720585

I am rejecting this response because I did follow Upsorks support options, and they did not resolve the issue. I found on my own that using an iPhone to do verification will work, however. Upwork should make this clear to customers so the dont face the frustrations I had.

Sincerely,

****** *****
Business Response
Date: 01/06/2025
We regret that the customer wasnt satisfied with their experience on Upwork.
We have contacted the customer directly and will continue to support them should they have additional questions.
Customer Answer
Date: 01/09/2025

Complaint: 22720585

I am rejecting this response because: though FexEx says they contacted me to resolve this matter, they didn't contact me nor make any attempt to resolve the matter.

Sincerely,

****** *****
Initial Complaint
Date:12/20/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a freelancer using Upwork for a couple of clients. Upwork is not holding my earnings due to a "tax information" issue. There is no legit explanation from them, they actually used the word "hiccup" when I contacted support. All they say is my tax information doesn't match government records....which I've been on Upwork for 4+ years and that information isn't something that changes (like my TIN). There are NO live support people, the chat bot takes me around in circles. I finally found a support "appeal" I could submit and nothing has been done as of yet. This is my livelihood, my paycheck. It's the same as if my employer just suddenly didn't pay me for work performed and didn't really tell me why. They requested that all tax information was updated back in October, which I did, and verified, and I've been paid all along. Until this week, and now I cannot get any answers from anyone...and it's the holidays. This has caused a major hardship for me, of which they seem to not care at all. They say the tax team will manually review my information, but...why does it take so long to review name and TIN? Especially when nothing has changed. I simply want what they owe me (and a client just submitted a bonus for me for the holiday, which will be an additional amount that they are holding. Client funds are placed in Escrow so Upwork has their money (which is my earnings), yet they are holding it for an unknown reason. I've heard "due to security issues" they can't give me details, but yet they also don't have a phone number or a person that I can speak to to get around these "security issues". The amount I'm listing in the money paid is the amount that I am owed, plus the new bonus amount that is now also being held, minus their fees that are automatically taken prior to my getting paid.
Business Response
Date: 12/27/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
Upwork must comply with the tax laws and regulations of the countries where we operate.
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
Date:12/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a Top Rated Plus freelancer on Upwork with a 100% job success score and over $100k earned on the platform. Today when I was expecting a withdrawal to become available at 5pm, I logged into my account to see a red error message at the top that said my withdrawals are suspended and to update my tax information to prevent further action on the account. My tax info was already there, but I entered it again. No change to the error. When trying to withdraw my funds, I got another message stating my financial account is suspended. There is absolutely no way to reach out to Upwork support. When I call on the phone, its an automated voice telling me to go online. When I go to the online support, no one is available to chat. I have updated the tax information (which was always there from the beginning) yet this error is still there and theres no way for anyone from support to help me. I was counting on this money to be available to me today as I have been waiting for a week and have already done the work. This hold needs to be released immediately, as I have thousands of dollars being held in my account in addition.
Business Response
Date: 12/25/2024
We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help.
Upwork must comply with the tax laws and regulations of the countries where we operate.
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
Date:12/18/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried to open a personal account posted. A job in my account was permanently suspended with no reason whatsoever I cannot even access my business account, which I have files.The two email addresses for this account are ************************ and *************************** *********** took a scan of my passport and still denied me access
Business Response
Date: 12/25/2024
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 Answer
Date: 12/25/2024

Complaint: 22702821

I am rejecting this response because: I have not received any further information from the company since my complaint

Sincerely,

**** *******
Business Response
Date: 01/07/2025
We regret that the customer wasnt satisfied with their experience on Upwork.

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.
Customer Answer
Date: 01/12/2025

Complaint: 22702821

I am rejecting this response because: I have not received communication from the business. Are they sending to *****************************************?

Sincerely,

**** *******
Initial Complaint
Date:12/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for the membership and for some reason thought I saw that there was a free trial prior to payment (that's my mistake) but I will not be using the platform after looking into what it is more. I attempted contact that day and the next and there is no way to get in contact with them to see if I can get a refund.
Business Response
Date: 12/25/2024
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.
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 Answer
Date: 12/27/2024
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
Date:12/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Details of Complaint:I am filing this complaint against Upwork **** for failing to uphold their terms of service, resulting in financial loss and inconvenience. Key issues include:Failure to Enforce Quality Standards: I engaged ***** ****** through Upwork to complete a critical project. Despite fulfilling my responsibilities, ***** persuaded me to take work off-platform, violating Upworks terms. I completed 200 hours of unpaid work, causing financial and professional harm.Fraudulent Activity: As a new user, I was unaware of *********************** protections, enabling ***** to exploit the situation. I was forced to file a small claims case for compensation. Despite reporting this, his profile remains active, risking others safety.Inadequate Dispute Resolution: Attempts to resolve the issue through Upworks customer support were ineffective. No meaningful action was taken against ***** ******, undermining Upworks promise of a secure platform.Poor Customer Support: *********************** delayed and unhelpful responses left me without recourse, worsening the *************** Loss: I suffered $9,000 in losses, including 200 hours of unpaid work and missed income opportunities.Resolution Requested:A full investigation of ***** Frantzs account and suspension or removal to protect other users.A refund of fees paid to Upwork and compensation for my financial losses.Assurance of improved dispute resolution and customer support policies.********************************** failure to enforce policies and provide adequate support has harmed my business. I hope the BBBs intervention will prompt corrective actions to protect freelancers from exploitation.Thank you for your assistance.Sincerely,***** ********** ***** *********
Business Response
Date: 12/17/2024
We're sorry to hear this 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 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'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 Answer
Date: 12/17/2024
Hello,
Im writing to express my dissatisfaction with Upwork Inc.s response to my complaint (Complaint #********) and to provide more context about the issues Ive faced. Below is a summary of my initial complaint:
Failure to Enforce Quality Standards: I hired ***** ****** through Upwork for a crucial project. After I fulfilled my part, ***** convinced me to move our work off-platform, which goes against Upworks terms. As a result, I ended up putting in 200 hours of unpaid work, leading to significant financial and professional setbacks.
Fraudulent Activity: Being new to Upwork, I wasnt fully aware of the platforms protections. This lack of knowledge allowed ***** to take advantage of the situation. I had to take the matter to small claims court to seek compensation. Despite reporting this issue, ****** profile is still active, putting other users at risk.
Inadequate Dispute Resolution: I reached out to Upworks customer support to resolve this issue, but their efforts were ineffective. No substantial action was taken against *****, which goes against Upworks commitment to providing a secure platform.
Poor Customer Support: The responses from ********************** were not only delayed but also unhelpful, leaving me without any real solution and making the situation worse.
Financial Loss: Ive lost $9,000 due to 200 hours of unpaid work and missed income opportunities because of this ordeal.
Resolution Im Seeking:
A thorough investigation of ***** Frantzs account with the aim of suspending or removing him to protect other users.
A refund of the fees I paid to Upwork, along with compensation for my financial losses.
Assurance that Upwork will improve its dispute resolution and customer support policies.
Why **********************'s Response Doesnt Cut It:
Vague Reply: Upworks response was generic and didnt address the specific issues or explain what actions they took regarding ****** account. They didnt acknowledge my financial losses or offer any form of compensation.
Ignoring Terms of Service: Even after my reports, ****** profile remains active, showing that Upwork hasnt taken the necessary steps to prevent him from exploiting others.
Lack of Support: Their response didnt provide any real help or a clear path to resolve my issues.
Additional Concerns:
After talking with my friends father, who is an attorney experienced with online platform cases like mine, I learned that my situation isnt unique. He mentioned that he handles many small claims cases against Upwork, highlighting a worrying trend where numerous users are scammed and left unpaid for their work. This points to a deeper, systemic problem within Upwork that needs urgent attention to protect freelancers from being exploited.
Moreover, Ive noticed through various online forums and reviews that Upwork tends to protect job posters more than freelancers. This imbalance often leaves freelancers without adequate support or recourse when problems arise. Common complaints include difficulty in getting refunds, slow and ineffective customer support, and weak enforcement of policies against fraudulent or exploitative clients. These recurring issues suggest that Upwork prioritizes the interests of job posters over those of freelancers, which undermines the platforms integrity and reliability.
What Im Asking the BBB to Do:
Intervene for Me: Help facilitate better communication with Upwork to ensure my concerns are properly addressed.
Hold Upwork Accountable: Encourage Upwork to effectively enforce their Terms of Service and take action against users who violate them.
Seek Compensation: Assist me in getting a refund of the fees I paid to Upwork and compensation for the $9,000 I lost due to their platforms failures.
Push for Better Policies: Advocate for Upwork to improve their dispute resolution and customer support policies to prevent similar issues for other users in the future.
Address Widespread Issues: Highlight the ongoing pattern of fraudulent activities and Upworks bias towards job posters, urging them to implement stronger measures to protect freelancers and create a fairer environment for everyone.
Conclusion:
Upworks inability to uphold their Terms of Service and provide adequate support has severely impacted my business and financial situation. Coupled with the recurring issues faced by other users, as pointed out by my attorney and supported by numerous online complaints, its clear that Upwork needs to make significant changes to protect its community. I hope the BBB can help facilitate a resolution that holds Upwork accountable and prevents further exploitation of freelancers on their platform.
Thank you for your continued assistance in this matter.
Sincerely,
***** ********** ***** *********
Business Response
Date: 12/22/2024
We regret that the customer wasnt satisfied with their experience on Upwork.
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
Date:12/12/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Attention BBB this is not a duplicate complaint against Upwork This is a new matter as you can see the amount in question and date of occurrence is different I used their platform again and was promised a refund on November 25 2024 due to a job that was never completed *********** never refunded my credit card and instead again suspended my account on ********************** When I disputed the charge with my credit card company so I am filing this complaint for your assistance
Business Response
Date: 12/16/2024
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.

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 Answer
Date: 12/17/2024

Complaint: 22676698

I am rejecting this response because:
Company doesnt address suspension of my account
Sincerely,

**** ********
Business Response
Date: 12/19/2024
We regret that the customer wasnt satisfied with their experience on Upwork.
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 Answer
Date: 12/20/2024
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,

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

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Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

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