Complaints

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

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  Upwork

  475 Brannan St Ste 430 San Francisco, CA 94107-5421

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  Upwork, Inc

  441 Logue Ave #150 Mountain View, CA 94043-4018

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:07/15/2024

  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.

  For the past 3 years, my agency has been a loyal and active participant in Upworks platform, investing approximately 80k in our collaborations. During this time, our trusted freelancers have produced a wealth of digital files, creatives, and intellectual properties on our behalf. Upon payment, the rights and ownership of these assets rightfully became ours.On or about 07/11/2024, Upwork abruptly suspended my agencys Client account. ********************** stated that it was due to a violation of their Terms of Service. While we vehemently disagree with their decision to terminate our account, we also understand that Upwork cannot deny us access to the files we own. In doing so, they are engaging in theft.Additionally, I have several hundredif not thousandsof dollars worth of escrow deposits with Upwork. As of today, July 15th, 2024, they have not returned our escrow deposits.After multiple attempts to regain possession of our belongings- including contact with upper managementthe company has not returned our items nor provided an amicable solution. Therefore, we are filing this complaint and intend to pursue all legal remedies. The bottom line is that Upwork does not have the legal right to hold on to our possessionsthey must return them immediately.

  Business Response

  Date: 07/17/2024

  We are sorry to hear that this customer is disappointed with their experience using the Upwork platform. As part of our commitment to maintaining the safety and integrity of our site, we have many security measures in place. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service.

  Weve thoroughly reviewed the account and are in contact with the customer regarding the outcome. We are happy to address any additional questions that they have.

• Initial Complaint

  Date:07/12/2024

  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.

  I hired a freelancer from Upwork to unblock my business url link that was blocked on my ******** and instagram account. Freelancer requested my login credentials. I gave him access to my username and password forgetting that those are the same login credentials for my Upworks account. Freelancer whose name in ************** Logged into my upwork account, payed his self $220, gave his self a 5 star rating then proceeded to close my account. My account cannot be located or recovered. I reached out to upworks customer via their support email because there is no contact phone number to speak to an actual person. They keep sending me links to change my password but the account cannot be located. Their emails mention nothing about the fraud and what will be done about it. I use this platform to enhance my business, but Ive lost all trust and wont use their platform in the future. I need Upwork to find that freelancer, close his account and penalize him. I also need a complete refund of the $220 that was taken from my account without my consent by the freelancer. I would also like a customer support phone number to speak to an actual person.

  Business Response

  Date: 07/17/2024

  We're sorry to hear that this customer has had a challenging experience using our service. We understand their frustration 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 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 them directly. We will continue to support them should they have additional questions.
  

  
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21980890
  
  I am rejecting this response because even though I am now in direct contact with them, I still have not received a refund even though they know that the freelancer hacked my account and payed himself. I am still awaiting a refund and still awaiting the outcome of this case. I will be back once this case is successfully completed. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/19/2024

  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: 07/19/2024

  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:07/12/2024

  Type:Product 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 initiated a withdrawal of funds from Upwork on May 29, 2024. The funds arrived at my bank with missing sender information, causing the bank to return the funds. Despite numerous follow-**** Upwork has not provided a concrete resolution. They have stated that the issue lies with their payment partner, but no progress has been made. It has been over six weeks, and I still have not received my funds. Additionally, a subsequent payment scheduled for June 26, 2024, was postponed without my consent.Details:- Withdrawal Date: May 29, 2024 - Withdrawal Reference ID: ********* - Support ticket ID: ******** - Issue: Missing sender information caused the bank to return the funds.- Communication: Multiple follow-*** with Upwork support, with no resolution. Upwork claims the issue is with their payment partner.- Impact: Delayed payments have caused significant business disruption.- Request: Immediate resolution of the withdrawal issue and assurance that future withdrawals will be processed correctly.

  Business Response

  Date: 07/15/2024

  Upwork acknowledges the customer's difficulties with our payment system. We understand the frustration and inconvenience this has caused.
  

  We are actively working with the customer and our payment partners to resolve the issue. Thank you for bringing this to our attention.
  

  
  

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21980404
  
  I am rejecting this response because: I initiated a withdrawal on May 29th. According to Upwork's terms, withdrawals are expected to be completed within 7 days. Today is July 16th, and I still haven't received the funds. I believe Upwork has had plenty of time to resolve this issue with their payment provider. Additionally, Upwork has postponed a subsequent withdrawal without my consent. This has caused serious damage to my business on many levels. I am not confident in manually starting another withdrawal or beginning a new job. I haven't received a scheduled monthly payment on time, which has lowered my credit score with my bank. My work is on hold, and my earnings are locked.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 07/17/2024

  We apologize that this customer encountered problems with our payment system. Upwork has been in contact with the customer and resolved their concerns.

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I confirm that the issue is resolved. I received my funds after 6 weeks. I initiated a subsequent withdrawal and received the funds the next day, within the 2-to-7 days Upwork claims. Despite the serious damage and helplessness caused by the delay, I will continue to use Upwork. The situation felt beyond my control and Upwork's, as we were both waiting on a third-party without a clear resolution timeline. I will consider this a one-off scenario by Upwork's payment partner.
  
  Sincerely,
  *************************************

• Initial Complaint

  Date:07/10/2024

  Type:Billing 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.

  Upwork told me that I have been connected with someone else and asked them for payement. Even I don't know with whom I connected, they are not telling me the exact details as they are not transparent and blocked my account. They are only listening to client side not the freelancer side. And okay if I had communicated with someone and asked for payment outside of Upwork(which I don't) then why the don't asked client that why the client didn't informed about this incident prior to the case when they were communicating and paying me outside. Upwork doesn't listen to his freelancer and doing his own things. I need your help to rectify the issue. As my account was not just an account it was my 3 years of hardwork. I want access to my account back as it's not fair that Upwork is only listeing to one side and being partial.

  Business Response

  Date: 07/11/2024

  We are sorry to hear that this customer is disappointed with their experience while using the Upwork platform. To maintain a safe and secure environment, Upwork has implemented various security measures. By registering with Upwork, users agree to abide by Upworks Terms of Service. Knowing and following the Terms of Service when using Upwork is essential for users to succeed on the platform.

  After a thorough review of this account, we have determined that our decision aligns with Upworks Terms of Service. While we recognize that this may not be the outcome this customer was expecting, we stand by our final decision and wish this customer the best in all their future endeavors.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21967168
  
  I am rejecting this response because:
  As you can see on the attached screenshots, the client first offered me to chat over gmeet and gave me a link to gmeet, then he asked for my contact details which I refused then he provided his own contact in gmeet chat then got my contacts details from GitHub pr LinkedIn, as Upwork allows us to link our GitHub.

  Then the client asked me to start the work then I said to create a contract then he said that he was having problems with his card so he will create a contract further and he instructed me to start the work, I refused then he started yelling on me and abused me that if I don't work then he will going to tell Upwork that I took payments from him which I didn't take, I provided the screenshot in which he called me as well and in a screenshot he first provided gmeet link, then why Upwork is only blaming me not the client.

  Apart from that if client informed you that I connected with him and tool payments from him then why the client didn't informed you earlier when he was connected with me, why he only told you after everything was done because I refused to start work and he was not happy and threatened me to make false complaint to Upwork.

  I feel so bad that person from my own country betrayed and scammed me and now Upwork is not doing anything regarding client and have blocked my account.

  This is not good that Upwork only taking side of clients and being partial, not listening to their freelancers. I also have paid to Upwork from my earnings so I want Upwork to take action against client first otherwise I need my account back.

  And for your kind information, I never took payments from any client before my contract get started.

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

  Business Response

  Date: 07/12/2024

  While we understand this is not the outcome the customer is seeking, ********************** takes violations of its Terms of Service seriously. As part of our commitment to maintain the safety and integrity of the Upwork platform, Upwork takes action against accounts when members violate the Terms of Service.

  As previously mentioned, Upwork conducted a thorough review of the account and determined that the customer account will remain suspended to protect the integrity, safety, and reliability of Upworks platform for all of our customers.

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21967168
  
  I am rejecting this response because:

  You all need to have being partial, you are not blocking the client as he's first send me the gmeet link you are only taking his side this is not fair. I need equality otherwise give me my account back.

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

• Initial Complaint

  Date:07/08/2024

  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 put out a job posting on upwork.com in April 2024 looking for a book marketing specialist to market one of my books. A freelancer registered with the site under the name ************************* responded, discussing his methods where he promises he will get my book into the hands of thousands of people, getting visibility among millions of followers. He also sent me files, one of which I have attached, where he shows his alleged history of working with authors, where every author who followed his method fully had a positive return on their investment. Based on this information, I agreed to have ************************* market my book for me. After paying out the milestones, he sent out the marketing emails which were supposed to go to thousands of potential reviewers and influencers. While I did receive some responses, it came nowhere close to the results he had promised. All in all, no more than 20 people reached back out to me, and I made under $200 in sales even after waiting the full 2 months as advised by *************************. I reached out and asked him for a refund given that the results didnt work out, and he deflected by telling me I just need to keep trying other methods. I filed for a refund on upwork.com but have received no response. Assuming that I have been the victim of a scammer operating off of the Upwork platform, I disputed the credit card charges. In response to this dispute, Upwork told me that they are locking my account and that I should follow their internal dispute process. I replied to Upwork that I did request a refund and was ignored, and that they are hosting an individual who lied and scammed me. Given that Upwork is now knowingly hosting and supporting a scammer, I would like a full refund from Upwork and for them to unlock my account.

  Business Response

  Date: 07/19/2024

  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 Answer

  Date: 07/22/2024

   
  Complaint: 21957295
  
  I am rejecting this response because: The freelancer in question specifically designed a service that would take over 30 days to see if he had truly fulfilled his end of the contract from the point of initiation. If Upwork and/or the freelancer "*************************" are unwilling to remediate the fact that ************************* ultimately did not fulfill his end of the contract even after the time he required had passed, then it appears both that A: The Upwork freelancer ************************* intentionally has designed a contract to enable him to defraud clients, and B: That Upwork is supporting this effort to commit fraud. I am severely disappointed with the response and inaction from Upwork, especially given that I have previously used their platform for over a dozen successful contracts.
  I am continuing to demand both a refund and a reinstatement of my account. I still hope that this can be resolved amicably, however I will not reverse the chargeback until such a refund is given, since it is plainly clear that right now the Upwork platform is actively defrauding me of my money.
  
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/23/2024

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

  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.

  Additionally, 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: 07/24/2024

   
  Complaint: 21957295
  
  I am rejecting this response because: UPwork has admitted that they host scammers on their platform and that they take no responsibility for it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/07/2024

  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.

  Over the course of the past year, I have read repeated obnoxious comments from **************** from any freelancer who does not agree with Upwork's fees and charges for applying to, accepting and being invited to jobs. She is on just about every single comment post to the point that I never logged into the community forum for a couple of years. I was just drained from reading her comments. So this past week, I asked users about how they felt regarding being charged (since June 6, 2024) for invitations from clients. In the bottom of that message, I requested that **************** skip this forum and bluntly stated I have heard enough from her.On every other forum, from Reddit to ******** to ********* to Instagram and onward, there is an option to block or mute users who you don't want to talk to. Upwork has this feature, which is grayed out. Although the rest of the forum was useful and bringing in quality comments and feedback, ****************, ************** and ************ decided to come straight to this forum and triple team me for not wanting to talk to **************** I'm guessing these are her friends. So be it. I don't care. I'm not on the forum to be ****************'s friend. ****** (the moderator) deleted ******'s comment to me about why I needed to find another forum to go to and my comment. I said I regret nothing and 100% stand by my decision. However, I asked ****** VERY SPECIFICALLY what is the point of a mute function on the forum if it's grayed out.Users having the ability to mute users who they don't want to talk to is not only useful for one's mental and business health, but it also avoids situations like this. You all DO NOT have to talk. I don't want to talk to ******. But Upwork's community forum has made it so that if I don't agree to tolerate her, I'm suspended or banned. And ****** the Moderator, drunk with power, suspended me from the site for a week. Never mind that I was cordial and friendly to everyone else. All I asked ****** was why the Mute button is grayed.

  Business Response

  Date: 07/19/2024

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

  Upwork doesn't tolerate inappropriate behavior or harassment between customers.

  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: 07/19/2024

   
  Complaint: 21953627
  
  I am rejecting this response because there was no "harassment between customers," and I'm furious that that terminology was used. ASKING SOMEONE TO NOT talk to you is not, I repeat, not harassment. This lady has been obnoxious on every single forum discussion I'd read, and I was fed up with her comments. Every one else just shrugged off her being obnoxious. All I said was for her to NOT respond to my forum topic and I'd heard enough from her. She then left this long comment about how she would be kicked off the platform for saying the same thing I said, sicked her friend ***** in to instigate it and then someone named ****. She had TWO PEOPLE come to the forum in her defense, plus your power-hungry moderator ******, who removed my comment and sent me a reprimand like I was her child.

  Twitter/X, ********* Reddit, Instagram, Pinterest, LinkedIn and (I'm guessing) Snapchat all have features so you can choose to disengage with interacting with other users. ******* no longer allows you to block users but you can mute them. I was polite and friendly to everyone else on that forum I started besides that obnoxious user. I asked ****** what was the purpose of the mute button AND DEFENDED HER when someone else on that same forum assumed that she'd removed comments complaining about the new paid invitation feature, saying that the comment was about "one sentence" that I will not give anymore energy.

  I didn't bring that horrendous user back up who is being condescending and obnoxious to everybody who complains about Upwork's policy nor her two friends. But instead of stopping them from contacting me, she chose to suspend me for seven days. All ****** had to do was answer my question about what the "mute" feature was for because I couldn't figure out how to block/mute this user. The **************** email answered my question about the "mute" option being more like an unsubscribe button than actually muting someone. That's literally all she had to do. But Upwork has been coming to your power-hungry moderator's defense ******, who went above and beyond to defend this lady. 

  It's obnoxious and it's unprofessional. I have the right to not engage with someone on a forum. Upwork's policy is basically saying I have to deal with ****** in order to talk to everyone else, and that is absolutely stupid. You're already losing top-related freelancers. I've already had multiple clients choose to leave Upwork because of your billing policies and overall dissatisfaction from the way freelancers are treated. And now your message is to make sure freelancers are miserabl on the forum too? Do better.

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

  Business Response

  Date: 07/23/2024

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the feedback. Weve reached out to the customer directly to address their concerns. The customer can also contact us via the Support page on the Upwork website or by directly replying to the email weve sent her. We will be happy to assist.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21953627
  
  I am rejecting this response because this resolved absolutely nothing. I already talked to the support team, who would not respond to whether ***** (who jumped in the conversation twice) was suspended. The Support team has yet to justify why **************** has gotten away with condescending replies and telling Upwork users to get a full-time job if they have any criticism whatsoever of Upwork. She is insanely annoying and obnoxious but feels the need to reply on every board.

  I have made Upwork more than $100K. **************** has barely made $25K. I have been a top-rated freelancer for years. And yet I was the one suspended by your drunk-with-power moderator ****** for standing up to **************** when no one else would.

  I already lost a considerable amount of respect for Upwork for a one-day suspension and accusation of blackmail that they could not prove and reactivated my account in hours. Now this?

  I ended my final contract on Upwork a few days ago. I was only staying on here for one client. After this week, I will be shutting down my account. Ten years of working with Upwork, and this company has become horrible in the past four. All I can do is shake my head and wish whomever you partnered with pre-pandemic could get it back to the reputable company it used to be. 

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

• Initial Complaint

  Date:07/07/2024

  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.

  Upwork has taken money from me to bid on marketing projects. Now they have frozen my account and are demanding that I scan my passport and send them a bank statement! I am a US citizen, and this is illegal and fraud. I want access to my account and I should not have to risk identity theft to bid on projects!!!

  Business Response

  Date: 07/18/2024

  We are sorry to hear that this customer has had a disappointing experience using the Upwork platform.

  When clients and freelancers sign up to use Upwork, they agree to comply with our Terms of Service. As part of this, Upwork occasionally asks customers to verify their identity as part of our efforts to ensure our site continues to be a safe and secure place for freelancers and clients to connect and collaborate. This identification process typically involves a brief video call and, in some circumstances, submitting identification documents. We cannot provide specific details of this particular verification process, but we will be happy to help them complete Upwork's verification process.

  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: 07/18/2024

   
  Complaint: 21952170
  
  I am rejecting this response because:

  1. the request to scan sensitive photo ID such as my dirvers license or a passport is a violation of the US Freedom Act of 2015

  2. I have other ID which is perfectly acceptable to prove that I am a US citizen, such as a birth certificate, but Upwork will not take this ID and wants a photo of me. Why?

  3. I have lived in the ** since birth. Who is Upwork to question this? 

  4. They want me to scan US documents and send them somewhere with no idea who will have access to them, whether they live in the ** or not, whether they are employees or 3rd party contractors from some God Knows Where customer fulfillment or call center, etc. This puts me at risk for identity theft, especially if they get hacked again, which has happened to them in the past a number of times

  5. I also am the president of an S Corp with a US tax ID #/EIN. Why isn't this a sufficient form of proof regarding my status as a US Citizen? 

  6. Upwork charged me, and let me bid on projects with no restrictions. Now they have frozen my credits, and are not letting me use them.  THIS IS FRAUD!!!!!!!

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

  Business Response

  Date: 07/22/2024

  While we understand the customers concerns and frustrations, clients and freelancers who sign up to use Upwork agree to comply with our Terms of Service, this includes verifying their identity. Identity verification is part of our efforts to ensure our site continues to be a safe place for freelancers and clients to work together.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21952170
  
  I am rejecting this response because:
  

  1. They took my money, charged my credit card multiple times over the past 3+ months, and NEVER required me to verify my identity until now, when I still have a connects balance on my account. You CANNOT change your terms and conditions whenever you feel like it. Further, charging for products and services, and then denying the payee from accessing those products or services IS FRAUD

  2. If they want me to scan my birth certificate, let them say so, and set it up so that I can do that. I AM NOT SCANNING MY NYS DRIVERS LICENSE OR MY US PASSPORT. It puts me at risk of identity theft, and it's a violation of the Freedom Act. Further, Upwork has been hacked multiple times in the past, and there have been data breaches, both as Upwork, as well as their previous iterations/brand names (Elance, ODesk, etc.)

  TELL THESE SCUMBAGS TO GIVE ME BACK MY MONEY OR I AM FILING A DISPUTE WITH **************** IN THE NEXT 24 HOURS, AND REPORTING THEM TO THE FEDERAL TRADE COMMISSION AND THE US ATTORNEY GENERAL'S OFFICE. 

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

• Initial Complaint

  Date:07/03/2024

  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.

  Upwork knowingly employees freelance employees who will scam customers, take customers money and will not provide a completed service/product. Upwork employs a freelancer named ************************************* as a contracted employee of Upwork. This person signed a contract with me to complete a project within a certain time and provide certain deliverables (a functioning website). He failed to provide any completed project, collected my money ($897.50) and would not refund the money when asked to. Upwork did not take any responsibility for this matter and claimed that there was nothing they can do to have Serkan refund the money. They also allow these contracted employees to manually remove negative feedback from their account. After disputing these charges, Upwork has since frozen my account and banned me from their website. It's clear that Upwork not only allows for scamming to take place through their website, but also enables these scammers to cover their tracks and Upwork will take steps to allow this to continue happening. Please look into this company and their practices as I am likely not the only one being affected by scams taking place at Upwork.

  Business Response

  Date: 07/15/2024

  We're sorry that this customer was unsatisfied with the work their freelancer provided. Please note that the Upwork site functions as a marketplace where clients and freelancers engage and collaborate to exchange work. Upwork is not involved in the contracting between clients and freelancers, nor are we a party to the freelancer's agreement to deliver services to clients, or the clients ability to complete a payment. Upworks role is to provide the site services for clients and freelancers to contract with one another, and to provide the payment processing services in accordance with our escrow instructions.
  
  As a service provider, we offer dispute options based on the type of contract used by freelancers and clients. The Upwork Mediation team has assisted this customer in resolving his dispute with the freelancer. 

  Customers are encouraged to contact ********************** Customer Support 24/7 by logging into their account and choosing Help & Support from the menu at the top right of their homepage. There, you will find support options and many learning resources.

• Initial Complaint

  Date:07/03/2024

  Type:Order 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.

  The business is committed to protect the freelancers from any fraud clients or inconsistencies. However, Upwork decided to banned my account after the last contract with Marik (************) commenced. The contract with my hourly rate (Upcodes) has been forcely completed by Upwork. After the commenced contract, they also require me to refund Harlem Lofts. The money in the Escrow that was released by Upwork to me is has been approved by the client. They further not explained the caused of suspension although I have provided enough documentation that projects with Harlem Loft has been fully completed and approved by the client. It is unfair that they would gradually suspend the account without any fair judgment. It seems that they only protected the client. They also did not conduct any thorough investigation. It also states that 'any communication outside Upwork prior to contract is prohibited' whereas, all contracts has been made and processed through upwork as well as the payment

  Business Response

  Date: 07/15/2024

  We are sorry to hear that this customer is disappointed with their experience while using the Upwork platform. To maintain a safe and secure environment, Upwork has implemented various security measures. By registering with Upwork, users agree to abide by Upworks Terms of Service. Knowing and following the Terms of Service when using Upwork is essential for users to succeed on the platform. 
  

  Upwork has conducted a thorough review of this account and will take action according to our Terms of Service. We are in contact with the customer to address the outcome of our review and will be happy to address any additional concerns.
  

  
  

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21939008
  
  I am rejecting this response because: they are not contacting me with regards to this report. They just simply close out the appeal to explain my side and does not even provide the reason for deactivation of account. No violations has been stated by their agent "Delaware" which whom continuously rejected appeals and simply answered that the decision is final.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/16/2024

  Upwork conducted a thorough review of the customers account and weve determined our position stands based on violations of Upworks Terms of Service. The customer has been informed directly about the reasons for our decision. We extend our best wishes to the customer for their future endeavors.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21939008
  
  I am rejecting this response because they don't provide the violated terms. They have asked for proof, I have provided everything yet they won't believe of the proofs I have sent. That is one-sided investigation as they don't even have solid proof and they would only based on what they get from an answer. We only answer their question, as we don't know the violated terms they kept on saying even the "thorough investigation" Here's the proof that the project has been diligently provided to client as the website has been up and running after series of troubleshooting issues with flows of calls and emails. Even the conversation with the client during the troubleshooting.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/03/2024

  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 had a person on upwork try to fix and make my shopify website (now closed or shut down) so I can get more sales.The person on the site upwork who is from africa took two payments. He did not do one of the payments that was paid for ******* adword advertising or a ****** search thing) and ; then the part for working on my site, he messed up website up so bad that I had to shut it down, refused to work on the site the way I told him to and kept messing up. I have contact upwork back in 2023 and paypal (to where the money came from for the website fixing) and both of them refused to give me my money back!!!I want upwork to refund me my money all of it and I would like some interest on this money of ****** for time and hassle that paypal and upwork has caused for me!!!Upwork can refund the payment spot (paypal account that was used to pay for the 2 services one person) or they can send me a check in the mail.

  Business Response

  Date: 07/15/2024

  We regret to see that this customer was not satisfied with the work their freelancer provided. Please note that disputes are solely between the client and their freelancer. Upwork is a marketplace provider, through which customers find, select, and engage an independent contractor.  
  

  With a Direct Contract a client is expected to review the freelancers work for approval prior to releasing payment, and has 14 days to do so. We have thoroughly reviewed this customers account and determined their dispute was handled according to our Terms of Service.
  

  For more information on Direct Contracts, please visit our Support page on the Upwork website.
  

  
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21938256
  
  I am rejecting this response because:

  1) at the time the time the terms said 21 or 30 or so days to complete task. 2) I tried to work with the free lancer for months and the free lancer kept messing up more and more. 3) the free lancer refused to do the job until I gave him access to the funds through upwork. 4) This is also on paypal too, there a.i. wouldn't give me my money back. 5) I contact this situation to upwork and they refused to give me my money back already. 6) if upwork lets someone accept or take a job through there platform, then that person or free lancer who is getting paid from upwork is part of upworks direct or indirect employee's. so if the employee messes up then the company or in this case upwork no matter how long the time period is has to fix it and make it right!!! 7) one of the jobs I paid for never got started, the ****** ad work one. So I paid for something that never got started with ******.

   

  I want my full refund on both of the things I paid for!!!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/17/2024

  We have thoroughly reviewed this customers account and determined their dispute was handled according to our Terms of Service. While we recognize that this may not be the outcome this customer was expecting, ********************** stands by its final decision.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21938256
  
  I am rejecting this response because:

  I don't care what upwork thinks!!!

  They allowed the free lancer to work under there platform so that makes the free lancer a direct or indirect employee of them. The client (me) could and can give the money to person if they refuse to work with out it. Like what I did.  Let me re-say that the free lancer or the in-direct/direct employee refused to work on the project for my website unless he got his money from upwork. So I released the money so the project would get done and I was hoping in a good way or MY WAY... !!!

  But the project or website was not done correctly and it messed my website up to where it hurt my sales and everything. I want the full refund, period and also the ****** ad word part I paid for did not get done at all....
  
  Sincerely,
  
  *********************