ComplaintsforFiverr, Inc.
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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently chose twilio for a service for my app. They have consistently taken and charged me money without any billing or explanation. They consistently shut off service after unload money to this piece of **** app, then when they shut off these services I have to pay a dev team to fix the issues caused by their suspension. Furthermore my app has not been active or live for any billing to occur yet Im being charged for services that are not used.Business response
07/09/2024
We will be happy to review this for this user, but we could not find the relevant accounts, support requests, or orders related to the email address on this complaint. The user is welcome to share the order number or other account information that can help us identify their account, or reach out to us at ********************************** for help.Customer response
07/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
We are the gold app. The email used may be ********************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Customer response
07/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I am rejecting the business response and providing documentation as the seller has wiped out the account and deleted the data I have provided from my own records this is prima fascia evidence of the headaches of fiverr
Im awaiting full refunds in several items on my account
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
07/17/2024
We are happy to review this but we have no information on this thread that we can trace back to Fiverr. If the user has already emailed ********************************** or reached out through our ************ through their account, they are welcome to provide the ticket number created or the order number starting with FO so we may locate it and review it.Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company doesn't accept all major credit cards, despite advertising that they do. That is a false claim, which was a major reason that I decided to create an account and find a designer for my project. When I tried to pay with my AMEX card, it was then explained that my only business credit card is not accepted. I communicated with the designer to determine if there was a way around that, or another platform. At that time, rather than trying to help resolve the issue, Fiverr completely closed my account. This is the type of business practice that the public needs to know about, the company should not be allowed to take drastic actions like that without any attempt at resolving the issue first.Business response
07/08/2024
We reviewed *****'s complaint and can confirm that their account was reviewed and permanently disabled because our rules were violated. Whenever a user is having an issue with a payment we always recommend our users to reach out to support and wait for our assistance before taking any other actions. Before they contacted us they told the seller they were working with that they wanted to make the payment outside of Fiverr which is a direct violation of our rules, then the seller recommended them to contact us and they did that. Unfortunately, before contacting us they violated our rules, therefore, we cannot restore their account because they didn't abide by our Terms of Service. We will follow up with them on the ticket they created and explain why their account cannot be restored. They can follow up with us on that ticket if they have further questions.Customer response
07/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The business made no attempt to communicate any of this to me, prior to any action made. Within minutes of discussing it further with the designer, I tried contacting Fiverr for ways to work around the issue. Fiverr is intentionally leaving out the fact that they also see my communication with the designer indicating that I was trying to get in touch with them to find a way to pay through their site. They are ignoring that piece in their response and actions.
Furthermore, this does not address the fact that they are running misleading and false marketing claims. They specifically state on their website that they accept "all major credit cards." They do not accept ***************** one of the largest credit cards in the world. But they do not share that to the public until they first get all of your contact information, and customers get to check out point with them.
This company is misleading, lies, and they have done nothing to remedy their wrongful actions. Furthermore, they continue practicing this way. The appropriate thing to do would have been to inform me, as the customer, that direction them away from ********************** is against their policies, and give me a chance to do things in a way that works for them. In this case, none of my current corporations and none of the 3 I'm starting will ever do business with Fiverr for anything. They cost themselves thousands of dollars in revenue by having terrible business practices, and lying in their marketing. The public needs to know that they are a bad company.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
07/12/2024
This was already discussed with the user in the ticket #******** where they were explained that it is not allowed to make any payments outside of the platform. This is clearly stated in our guidelines that every user needs to agree to and confirm that they have read and understood before making an account.Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Been a long-time user of **********************, when I contacted a seller who attempted to get me to pay outside of Fiverr for their services. I reported the seller to Fiverr for attempting to sell outside of Fiverr. Fiverr banned me for reporting the seller and stated that I was permanently banned for violating the ToS of Fiverr.Yes, they banned me for reporting someone that was abusing their platform. Use any other platform except Fiverr, absolute garbage.Business response
06/28/2024
The user was confirmed to have violated our policies. We appreciate them reporting the seller's behavior but that doesn't excuse their own. The account may not be restored.Customer response
06/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I followed the policies of the website, and reported issues as instructed by the site. If I had not reported this, the other user would still be scamming users on the platform.
The current action only rewards the person violating the policy and punishes customers like me, who has already put hundreds in the platform.
I May open up a credit card dispute if this is not resolved.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Initial Complaint
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened Order #************* with a freelancer on Fiverr, the job was completed successfully and I paid the freelancer. Later on I called my bank to dispute a DIFFERENT charge, they made an error and disputed this Fiverr charge instead. I then called them two hours later to close this dispute, which they did. I was then rebilled for the original charge by Fiverr, but Fiverr adamant in pretending they never rebilled me, even though I have a screenshot from my account showing "************" for the original amount. They never paid the freelancer, and the credit was a courtesy credit from my bank, so it appears that Fiverr kept the original $39.93, then rebilled me a second time for $39.93, never paid the freelancer, and instead kept 2 x $39.93 for themselves, which is fraudulent. Unless this is resolved by Fiverr I will be reopening my original dispute for $39.93 and explaining your company's fraud to my bank.Fiver complaint ID #********.Business response
06/26/2024
The information we may provide regarding the dispute is very limited since it's a process external to Fiverr which is why it's not allowed by our policies. We may also not discuss the seller's account with them so we can't share details about a potential compensation for the seller. They are welcome to reach out to us directly to discuss that.Customer response
07/02/2024
I was defrauded by this company and have reopened the dispute with my credit card company.Business response
07/09/2024
Once a dispute is opened, the funds are forcefully taken from Fiverr, and we no longer hold the funds. We recommend the user reach out to their bank regarding the status of the chargeback and their funds.Customer response
07/09/2024
The business simply repeated their original response. You are a horrible company.Initial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of Transaction: 06/19/2024 Date of Account Disabled: 06/21/2024 Amount: $263.75 Complaint Details:On June 19, 2024, I made a payment of $263.75 to Fiverr for services to be rendered by a freelancer. On June 21, 2024, my Fiverr account was unjustly disabled by Fiverrs automated system.Fiverr accused me of conducting business outside of their platform solely because I exchanged WhatsApp contact information with my freelancer, who is based in *******, to facilitate smoother communication. While I acknowledge that exchanging personal information is against their policy, I believe Fiverrs actions were ****** punitive and unjust.We were unaware that sharing contact information violated Fiverrs terms, and instead of providing a warning or an opportunity to rectify the situation, Fiverr abruptly disabled both my account and my freelancers account. This action has resulted in my inability to access the services I paid for.We never intended to conduct business outside of Fiverrs platform, and there is no logical reason to do so, especially after having paid $263.75. Fiverrs accusation is unfounded, and their actions have caused significant inconvenience and financial loss.I have reached out to Fiverrs customer support multiple times to resolve this issue, seeking either a reinstatement of my account or a refund of the $263.75. However, I have not received a satisfactory response or resolution. Their lack of support and unjust treatment have left me with no choice but to escalate this matter.I am seeking the following resolution:Immediate refund of $263.75 for the services not rendered due to the unjust suspension of my account.A review of *********************** policies and practices to ensure fair treatment of users and proper handling of such situations in the future.Attached are copies of my communications with Fiverrs support team and any relevant documentation that *** assist in resolving this dispute.my id: oshunstudiosBusiness response
06/21/2024
We will review their account status and refunded the funds on their account. They have been contacted on ticket #********Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid for unlimited revisions for 2 designs. During the process of finishing one of the designs, the seller has become rude and difficult to work with.For example,The seller directly copied the patterns from the reference I provided but I paid for the unique original design.The seller refused to work on some part of the tasks and I had to beg and offered him more money multiple times.He was unresponsive during the process and at one point he become unresponsive for 5 days until the support contacted him.He became rude and hostile when asking for 3d mockup which was part of what I paid for.He finally finished 1 of the 2 designs but I no longer want to work with someone who is rude and unprofessional.I asked the customer support for the second design to be refunded($90) and they refused and claimed that the work was already delivered despite my clear evidence that it was not finished.Customer service repeatedly insisted I try to continue to work with the seller and even give them more money. They said the seller went above and beyond despite their rudeness and failure to deliver the promised designs.Business response
06/21/2024
The order was completed in September 2023 and the user contacted us on Wednesday, 06/19/24. We provide a 14 day grace ****** to consider canceling an order after it's been completed per our policies so a refund was simply not an option. We provided a $90 credit to their account which they can confirm on their ticket.Initial Complaint
06/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I hired a freelance website developer through Fiverr.com. The developer took my money and has refused to work on or complete the project and has stolen the money that I prepaid. Fiverr has yet to help resolve this issue. The person I hired through the site, although advertising I would work with him directly subcontracted the work to someone else and had that person pretend to be him. He revealed personal and confidential information to the third party without me consent. Fiverr is facilitating fraud and allowing their vendors to take money for services that have not and will not be rendered with no incentive to resolve the issues as they get a commission on the sale.Business response
06/17/2024
The order created on Fiverr was canceled by the customer who opened a dispute with their payment provider. Once a chargeback is filed with a payment provider, the funds are no longer with Fiverr and we cannot refund them. That being the case, the customer should reach out to their bank and inquire further about the status of their funds. The customer's account was reviewed by the relevant team and we have given a warning because they violated our rules by communicating with the seller outside of Fiverr. This is not allowed on our platform, all communication should be happening on Fiverr, we cannot further assist a user whenever a conversation happens outside of our platform. If the customer needs any additional information, they are welcome to reach out to us through a support ticket and we will get back to them as soon as possible.Customer response
06/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I want clarification that since the order was canceled due to a chargeback for my bank because the service was never rendered, that Fiverr will not fight the bank charge back, as the money is pending being given back to me while admittedly is out no money he canceled the order nor have they incurred any expenses due to this case.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************
Business response
07/03/2024
The user has completed the order themselves. To avoid such scenarios occurring in the future they should avoid doing that until everything has been fully completed. They are welcome to contact us via the ticket if they have any further inquiries.Customer response
07/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Seller has considered this matter resolved.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************
Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hi there, I was abruptly logged out of my account and received an email about violating the terms or something of that nature. When I filed a ticket to ask what it was, I got a non human response that didnt answer the question. I sent a new ticket, and see there is an ai system in place to not have human response or support in these cases. The problem is, however, there are ongoing orders and recent orders where my completed data is now un retrievable to me. I have then sent over a dozen emails about the orders and projects...again, proving there is no human support in this case, as the replies are the same ai responses to the clarification of the logout tickets...and don't address the open order or project topics. I have sent a high volume of email tickets in hopes one of the by lines would trick the system to route it to a human for review, but this was not successful.1- I would like a response to why or what was done to have me logged out 2- I would like access to the ongoing projects and the materials that are now inaccessible to me 3- I would like my balance returned to me since I cannot make this request either atm.Business response
06/13/2024
I see that the user has opened a ticket ******** to inquire further regarding these 3 requests and one of our agents will reach out to them shortly and assist them further.Initial Complaint
06/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a Fiverr account with username *************************. Recently, without any prior warning, Fiverr suddenly disabled my account without any knowing wrongdoing on my part. I asked them why and they said I had used "fiverr" in my username. I was not aware that using fiverr in my username was wrong or illegal. If it was then their automated system should have warned me first before disabling my account. I was never made aware nor warned about it nor did I break any other rules. But lo and behold, they suspended my account. I have appealed but no answer yet. I have placed three orders and cannot use any of them nor communicate with sellers. I did not break any other rules and I feel I should be given a second chance, considering it was an innocent and minor mistake made unwittingly. I will change my username accordingly if they do.Business response
06/11/2024
We have followed up on ticket #******** and will continue to review this matter for them.Initial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, I'm reaching out to you because I had a bad experience with a seller on Fiverr, and I need your help to resolve it.Here are the required details:Platform: Fiverr SellersUsername:********** Order **************** Date of Order: 8 May 2024 Amount Paid: $451.54 On8 May 2024, I paid $451.54to a seller for a family portrait on Fiverr. I was very clear that I wanted a realistic-lookingportrait, and that'swhat the sellerclaims to provide in his gig. However, instead of delivering a proper portrait, the seller sent me poorly edited photos with watermarks from a free website. Please check the snapshot of the same -**************************** is so obvious that the seller didn't create the portrait but just edited it using a free online tool. This is not why I paid $451.54.When I complained to the seller, his tone suddenly changed. He was so rude and denied making any changes. This clearly shows that the seller scammed me and now has no motive to provide the actual portrait. I then contacted Fiverrs customer support multiple times, but they haven't provided any solution or refund. I have been waiting for their revert, but the Fiverr support is nonresponsive.Therefore, I'm asking for your help to get my money back and take action against the seller for cheating as well as Fiverr for not providing support. I have never faced such an issue ever before, this is my first time. I am really verydisappointed and stressed with this wholesituation. Please help me get justice.Thank you.Business response
06/10/2024
Apologies for the delay, the user's ticket has been already escalated to the relevant department for further review and we will follow up with the as soon as possible.Customer response
06/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
I got this same response about 5 days back from Fiverr support and I am still waiting for their revert. Despite following up, I received no response from them on Fiverr, which is why I had to reach out through the bbb. How long does the relevant department take to review this? I need a resolution soon, please understand.
Sincerely,
***********************
Business response
06/11/2024
We have replied to ticket #********. The user is welcome to review it and follow up if they need any further help.
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Customer Complaints Summary
352 total complaints in the last 3 years.
140 complaints closed in the last 12 months.