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:11/16/2023

  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.

  To continue using Upwork, I needed to verify my identification by November 14. I uploaded the pictures requested. When it didn't seem to verify within 36 hours, I did it again. Then, I did it again, because it kept giving me "verify ID" warning. I am who I say I am, but Upwork did not verify by November 14. I filed an appeal for suspension and numerous requests for help. Nothing has helped. My case worker, *****, does not seem to understand the urgency of the situation and gives me steps to do that I have already done. She does not take care or resolve the situation.Worst of all, the earnings I made are suspended, too. I cannot get paid for the work I've done. I need that money to pay rent, bills, and buy food. I currently only have $20 in my account.They need to verify my ID, release my earnings, and have better customer service which resolves issues in a timely manner. I would also like some restitution for the jobs I've lost out on and the money I paid in connects. I have spent hours and hours writing and calling to try to get in touch with anyone that can get this resolved immediately.

  Customer Answer

  Date: 11/17/2023

  From: *************************** <*****************************************>
  Sent: Thursday, November 16, 2023 7:47 PM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ********************** and Northern Coastal **********, Complaint #********

   

  Hi BBB,

   

  I would like to remove this complaint. I am glad that they have been notified. Apparently my other letters were finally responded to and they resolved the issue.

   

  Thank you for being there when I needed to take the next steps.

   

  Best,

  ******

• Initial Complaint

  Date:11/07/2023

  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.

  To Whom It May ******* at the Better Business Bureau,I am submitting a formal complaint regarding the suspension of my account on the ********************** platform, along with an unresolved payment dispute with Upwork and a client, ***********************. This matter has caused severe financial distress and unfair treatment on the Upwork freelance platform.Transaction Details:Date of the transaction: Tue, Oct 31, 2023 Total amount paid by the client: $660.00 Services committed by the business (***********************): Yes, I fulfilled the agreed-upon work satisfactorily.Nature of the Dispute:The issue stems from the suspension of my Upwork account despite successfully completing the project for ***********************. Post-completion, my account was suspended, and the payment due from the client was withheld.Efforts Made to Resolve the Problem:I diligently communicated my concerns through Upwork's official support system. Regrettably, the response was the suspension of my account, preventing access to the funds owed for completed work.Additional Evidence:I have attached a screenshot of the positive feedback left by the client, affirming the satisfactory completion of the project.This unjust action by Upwork has caused financial hardship and restricted my ability to utilize the Upwork platform for future opportunities.I am reaching out to the Better Business Bureau seeking assistance in resolving this matter. I urge Upwork to reconsider the suspension, release the owed payment, and reinstate my account to enable the resumption of my freelance activities.I kindly request your intervention to facilitate a prompt and fair resolution to this matter.If necessary, I am prepared to provide additional documentation or evidence to support my claim.I look forward to your assistance and a just resolution to this situation.Sincerely,*********************

  Business Response

  Date: 11/08/2023

  We are deeply sorry to hear that this customer did not have a positive experience while using our platform. We take the safety and integrity of our site very seriously, and we have implemented various security measures to ensure that all users can work in a safe and secure environment.
  
  We want to emphasize that when freelancers and clients sign up to use Upwork, they agree to comply with our Terms of Service, which includes adhering to our security measures. Violations of our Terms of Service can result in suspensions. While we recognize that this may not be the outcome customers prefer, we believe it is in the best interest of our community as a whole.
  
  We want to assure all of our customers that we remain committed to providing a safe and secure platform for freelancers and clients alike. Please see our Terms of Service and User Agreement for more information: 
  
  Terms of Service
  *********************************************
  
  User Agreement
  **********************************************************
  
  

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20835508
  
  I am rejecting this response because:
  I want my money which i paid on client project. i have deeply checked and i havent violated any policy. Even if i violated any policy. this is my right to get my income for my completed work.

  Thanks for your kind understanding.

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

  Business Response

  Date: 11/10/2023

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

  As previously mentioned, Upwork conducted a thorough review of the account and our determination regarding this account will stand so as to protect the integrity, safety, and reliability of Upworks platform for all of our customers. It's important to emphasize that all freelancers and clients agree to abide by our Terms of Service, which includes a commitment to our security protocols upon joining Upwork. Any violations of these terms may result in suspensions. 
  

  We want to reaffirm our dedication to maintaining a secure platform for freelancers and clients alike. Our final determination of this customers case is final. We consider his case closed and may not respond any further.
  

  For further details, please consult our Terms of Service and User Agreement.
  Terms of Service: **************************************************;
  User Agreement: ***************************************************************;

  
  

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20835508
  
  I am rejecting this response because: i understand i may be violate any terms of work. i will no longer work on work. i just want my earnings which is paid by my client to me for my completed project. I hope you may have good team h they will understand my concern. just want my earning amount. i have rights on my money.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/11/2023

  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 purchased a parrot from passionhome.com, located at ***** ********.The item purchased was an Indian Ringneck Parrot. I paid through PayPal and when the payment went through I looked at it and it was set up for automatic payments. I believe this company did this since this has never happened before. On 5/23 Upwork was the site used for payment via escrow using a freelancer located in **********. I have emailed them and they just keep on sending me a link that does nothing. They are of no help and do not care that their vendors rip customers off. If you make a purchase and the seller wants to use Upwork it is a scam and you will loose your money. Paypal will not cover as it is a service contract. Buyer beware if using this service for payment.

  Business Response

  Date: 10/12/2023

  We sincerely apologize for the challenges this customer has faced while using our ************************ We understand their frustration and are grateful for the opportunity to assist them.

  With Direct Contracts, our escrow service is specifically designed to safeguard the client's funds until they have thoroughly reviewed the work provided by their chosen freelancer and given their approval. Additionally, we empower clients with the ability to cancel the contract within a specified timeframe before the funds are released. For hourly contracts, this window is 4 days, while for fixed-price contracts, it extends to 14 days. Upon cancellation, the funds are promptly returned to the client's original payment method within 7 days.

  It is important to highlight that our User Agreement clearly states that ********************** serves as a platform for direct connections between buyers and sellers of services. We do not supervise, control, or endorse freelancers, and we cannot be held responsible for their work. The responsibility of selecting and vetting freelancers lies with the clients themselves.

  We go to great lengths to ensure the safety of our global marketplace and are committed to preventing and addressing any suspicious activities. Whenever we become aware of such activities, we take immediate action against the offending accounts.

  If the client wishes to pursue the freelancer independently, Upwork will gladly cooperate with subpoenas, or official legal requests, that are properly submitted to our Legal Department.

  As we are in direct contact with this client, we remain available to support them with any additional concerns or questions they may have.

  For further information on Direct Contracts, please refer to the following resources:
  ************************************************************************************************************
  
  
  

  
  

• Initial Complaint

  Date:09/26/2023

  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.

  Used Upwork for a contractor need in July. Now Upwork has been sending ** and debiting our bank account in September $735 weekly. No work has been performed so this billing is not accurate. We need refunded for these erroneous charges. Upwork has NO customer service so you can't get in touch with them to rectify. We need help on this and don't know where to turn. Thanks *******************, CEO ************

  Business Response

  Date: 10/02/2023

  We are sorry that the customer was unsatisfied with their experience on the platform. Please note that the Upwork site functions as a marketplace where clients and freelancers engage and collaborate to get work done. When managing hourly contracts, clients are provided access to screenshots documenting the work in progress. These tools are offered to aid clients in the monitoring of the freelancers activities related to their contract. Upwork provides these tools to assist clients, as freelancers are not under our employ. It is the client's responsibility to monitor freelancer activities and work quality, alerting Upwork through the designated channels if they wish to contest payments to freelancers.

  To learn more about Hourly Contracts, please click here; **********************************************************************************************************;

  As noted in our User Agreement, ********************** provides Payment Guarantee for all hourly contracts. Manually added hours are not protected by Upworks payment protection. For more details regarding payment guarantee please review this link- 
  ****************************************************************************************

  As a service provider, we offer multiple dispute options based on the type of contract used by freelancers and clients. For more information regarding the dispute process please see below. 

  *******************************************************************************************************************************;

  The Upwork Support Team can be reached by visiting the Help & Support section of the site or by going to *****************************************. Weve already reached out to the client and will continue to assist them with their concerns.
  

  
  

• Initial Complaint

  Date:09/18/2023

  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.

  This is not a freelance issue this is a processing issue on the backend, and I don't know another way to bring it to Upwork's attention. I apologize in advance if this is the wrong location to raise this Urgent issue. I tried calling and submitting something on Upwork. I couldn't do it. There was twice a change by me in PayPal to move ******** from my personal checking account to my business credit card as the default payment method on PayPal for Upwork and any other vendors. I did this. They claim it was changed in the wrong area of their dashboard web portal on PayPal. PP struggled to explain it when I made the change again today. They say it goes though the autopay system which is a different default from your primary payment method. None of their explanation made sense to me. Filed a BBB complaint in August against PayPal. They just responded today and said it is too late to reverse changes and they don't have a way to change it. The complaint was titled Urgent Urgent Urgent. PP said they cannot reverse it. They say they don't have the ability to reverse it and rebill it because the transactions have been completed. I have a great relationship with Upwork. I hope you can fix this please. I urgently need your help. Please refund the amount billed since August 27th to Septembere from the checking account billed through PayPal then bill credit card ending in ****. $342.40 in total. I need this money to live. I need those incorrect Upwork billing methods refunded to buy food and necessities. Had to cancel my car payment so I would not be negative in the checking account today. Willing to pay a fee if to fix these transactions if needed. Upwork takes pride in being reasonable. PayPal made this ****** complicated and now refuses to fix it even at the highest-level escalation PP *************** CS. This is money I need to live until checks start coming in and been hit with fees on every transaction by Upwork since the August 27th. Please please, help me.

  Business Response

  Date: 09/19/2023

  We apologize for the inconvenience experienced by this client regarding the payments made on Upwork. The customer used ********************** to process payments to their freelancers through their own PayPal account, which was set up by the customer. Please note that ********************** does not have control over the customer's choice of linked bank accounts associated with their PayPal account.
  

  ********************** acknowledges the importance of resolving this issue promptly and has already contacted the customer to offer information and available options within our capabilities. 
  

  We trust this clarifies our position regarding this matter. We are dedicated to assisting our customer with any additional questions or concerns he may have. Furthermore, customers can easily access support by visiting our website at *******************************************.
  

  To learn more about adding and removing payment methods, please refer to the following help articles:
  *******************************************hc/en-us/articles/211067988-Billing-Methods
  *******************************************hc/en-us/articles/211068058-Remove-Billing-Method 
  

  
  

• Initial Complaint

  Date:09/14/2023

  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 am a freelancer for Upwork (**), and ** wanted me to verify my existence by documents with a residence address. The government document I uploaded was a driver&#**;s license (** - **********. It happened to be the preliminary online version when I renewed it 11 October 2021 (during the ******19) epidemic when the ***** offices were closed). ******* mailed the permanent copy, and this DL issue date is 12 October 2021. The preliminary one is much easier to read. ** was paranoid about how to upload the document, very oddball requirements that only a photographer would understand, not a straightforward file upload. I tried several times to upload the DL on the ** website, but the site was defective (as many are), giving me the noninformative message about there being an error (not saying what it was or what should be done about it. On 13 September 2023, I received the following from ** (Request #********).If you compare the two DLs - the preliminary and permanent, you can see the photos, signature, and other information are identical. The preliminary license does distort the photo a bit, and there is no background, as with the permanent one. In addition, my passport shows the same photo.In the same vein, I have a pending $120 that is due me, hopefully payout to be madde next week. I am apprehensive about this, as well.I am concerned this situation may affect an existing client.That ** apparently refuses to communicate with me in explaining the problem prompts my coming to you. There is no personal method of contacting **, save by randomly typing in extension numbers to possibly reach a live person. This is OUTRAGEOUS! Corporate headquarters has no "real person" method, it keeping all people at arm&#**;s reach.I also want to make a complaint to the ************************ or related Federal consumer protection agency. Upwork needs to be investigated as to why they refuse to interact with their clients directly. Its "support page is worthless, it reverting to canned (often irrelevant) responses or AI.

  Customer Answer

  Date: 09/20/2023

  Thank you for your email, *********  (Please pardon any typos in this email, as my eyesight is not all that good in my senior years.) 

  I have tried following your suggestion about "a new email from our Identity Verifications (sic) team (#********).", the active links indicated by the ticket number in your email.  On clicking #********, as well as ***************************************************************.   I get:

  

  Apparently, so far, so good.  Upon clicking the active " Check your email to review the status of your suspension.) - assuming that "your email" is the one I am communicating with you, now (********************), I find nothing, save for your instant email.  Instead, I get a "recycling of the above, i.e.,

  

  Alas, it seems that, yet, there is another defect in your website, something that is getting altogether too frustrating (my having been a AZ-certified (to teach) technical writer for some 30 years) and causing an extensive amount of time wasted. So, let me suggest something straight-forward and simple, avoiding all the techie cleverness and getting back to basics, that is, my attaching the IDs directly.

  As a further note, it should be abundantly clear this point, A) the Upwork initial accusation that I altered any document was simply false (as the attached official AZ-DOT document evidences - it with the "provisional license" I sent ***********************; B) Upwork's decision to bar me was rigid (lacking critical thinking), unduly *****, and has caused me to waste much of my extremely valuable time; C) there was no resolution process, as fair and just organizations would provide; D) such caused me (as I suspect it has others) undue stress; E) your website is seriously defective and needs substantial review (as it is not all that well designed) by seasoned and competent designers/technical writers who will rigorously user-test it; F) your failure to have a direct contact method (phone number or chat) and "arms-length client contact raises serious questions about Upwork's concern for human/personal relations, seeming to treat clients as objects and not persons.

   You need to take it from here, ****, do the obvious: accept my IDs, reinstate me to Upwork immediately, and resolve the aforementioned problems. Any communications have had with my clients (I am aware of at least one), you need to communicate with them explaining what has happened here, Upwork's decision to suspect me was in error.  As a further note, you need to assess the integrity and competence of Upwork's staff that originated these problems.

  As a retired senior professor of philosophy (including logic, business ethics, and critical thinking), and having had three US security clearances over the years *********** of ****** US Army), I can work with you on what these problems.

  Best regards,

  

  ***********************, Ph.D.
  *********************** (under "***********************")
  ORCID ID: *******************
  ************** (after 11 a.m., Pacific Time)

  Attachments:

  AZDL-2026-Passport - one pdf document created from OpenOffice

   

   

  On 20/09/2023 08:10, Upwork wrote:

  

  Your request (#********) has been updated. You may reply directly to this email or by opening the link below:
  ***************************************************************

  *************** (Upwork Help) Sep 20, 2023, 3:10 PM UTC Hello ******, Thanks so much for following up! As I'm based in ****** I won't be online to call you at your requested time, but another colleague of mine from Executive Escalations will be reaching out to you in my stead. You will also notice that you have received a new email from our Identity Verifications team (#********). After my discussions with the management team there, they have agreed to let you attempt their verification process again, so I would ask that whenever you have your documentation ready, that you send it to them via the link included in that ticket. Thank you for your patience here - You'll be hearing from a member of my team later today, and I hope we're able to get things resolved for you soon. Best regards, ********************************* Upwork Executive Escalations

   

  *********************** Sep 19, 2023, 6:20 PM UTC Hi *****, Thank you very much for contacting me. How you got "****" for my phone number eludes me. It is **************, and my contact information is reflected below. My best time is after **** PM Pacific time. Yes, I very much would like to discuss this situation with you. To repeat, what i provided Upwork was NOT altered! The driver's license without the background was downloaded directly from the ****************** of ************** (*****) website immediately after it was renewed online (due to the ***** offices being closed during the ******19 pandemic in 2021). The main reason for uploading it is that it is a very clear document, and my permanent driver's license is visible but not as clear. As you can compare, the downloaded license is the same as the permanent one, although the image in the former appears a bit distorted. It is the same, however. Too, my eyesight at 78 years is not all that great. When originally trying to upload documents, I encountered this very Byzantine process about photo specifications, pixel sizes, and so forth, no straightforward uploading of documents. I made several attempts with various documents to no avail, even trying to take photos with my phone. As to my actual identity, I can provide numerous documents, and for me, all one needs to do is go online, search for me under "***********************, PhD" *** href="***************************************************************************************" moz-do-not-send="true">***************************************************************************************], and you see me all over the web - photos, publications, etc., and my document repository under PhilPapers, cited below. In addition, a video person-to-person call on my phone will confirm my identity. I look forward to our talking about this paper, and I trust this mistake can be quickly resolved.

   

  *************** (Upwork Help) Sep 19, 2023, 4:59 PM UTC Hello ******, I hope that my message finds you well. My name is *********************************, and I'm contacting you from Upwork's Executive Escalations team where we work closely with the Legal and Leadership teams. Your recent BBB complaint has been forwarded to me for review and so I can provide some assistance and clarification. I'm sorry to hear about your account suspension issue, and understand your concern regarding the validity of said suspension, as well as the resultant $120.00 refund to your client. I attempted to reach you earlier today on the number we hold for you ****************), but was unable to connect. If you would like to discuss your concerns by phone, please let me know the best time and number to call you on, and we can set that **. In the mean time, we will be reviewing your case in detail with particular attention to the documents you provided during our Identity Verification process that led to your account being suspended. I will be working directly with the team leads and management of our Trust & Safety team, so please rest assured that the situation is going to be handled with the appropriate degree of care. I'll get back to you here with a response, as well as reply to your complaint on the BBB site, as soon as possible. Best regards, ********************************* Upwork Executive Escalations

  **************************************************************************************************-2676

  2023 Upwork Inc.

  [74YL45-PGZN5]

  -- 

  Best regards,

  ******

  ***********************, Ph.D.

  *********************** (under "***********************")

  ORCID ID: *******************

  ************** (

  Business Response

  Date: 09/21/2023

  We appreciate this customer wanting to join our platform and regret to hear that they were not happy with their experience.

  We have investigated their complaint and reached out to the customer directly to assist them with their concerns. 

  In order to provide the safest platform possible and to comply with federal regulations, Upwork must verify the identity of our customers. Doing so requires a review of their government-issued identification. 

  We have a strict zero-tolerance policy on identifications that are deemed altered or fake in any way. You can learn more about the documentation that we accept here:

  Types of ID Verification: *******************************************************************************************************;

  Government ID Verification: *********************************************************************************************************;

  Upwork has multiple support options available for our customers, all of which are available via the Help & Support section of our site.

  We will continue to provide support to the customer as requested in their active support ticket.
  

  
  

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20607479
  
  I am rejecting this response because:

  1.Although I have uploaded the verification documentation, I have not heard back from Upwork (it takes them 24 hours).
  2. I have set forth in my communication with them my terms for resolving these issues (attached to this communication), i.e., formal written apology to me about not critically looking at my original documentation, refusal to communicate with me about it (Upwork's judgement being final, not reviewable), and not responding to my concerns about its faulty website (as with "widget"problems). Its claim, Upwork has multiple support options available for our customers, all of which are available via the Help & Support section of our site. are demonstrably false, as a)Upwork refused to communicate with me further (13 September 2023 email, Because our decision is final and cannot be reversed,please know we are unlikely to respond to correspondence from you regarding this matter.), and b) each communication in this case a canned response not directly addressing my protests that the document IS real and not altered. At this time (**** h. 21 September 2023),it is too soon to comment on any reply Upwork may have. 
  
  Sincerely,
  
  ***********************, PhD
  

  Customer Answer

  Date: 09/22/2023

  Hi ********,

  Thanks for all you are doing. 

  For some reason, Upwork has my wrong phone number (It is ************), according to the following email:

  *************** (Upwork Help)

  Sep 19, 2023, 4:59 PM UTC

  Hello ******,
   
  I hope that my message finds you well. 
  
  My name is *********************************, and I'm contacting you from Upwork's Executive Escalations team where we work closely with the Legal and Leadership teams. Your recent BBB complaint has been forwarded to me for review and so I can provide some assistance and clarification.
   
  I'm sorry to hear about your account suspension issue, and understand your concern regarding the validity of said suspension, as well as the resultant $120.00 refund to your client.
    
  I attempted to reach you earlier today on the number we hold for you ****************), but was unable to connect. If you would like to discuss your concerns by phone, please let me know the best time and number to call you on, and we can set that **. 
  
  In the mean time, we will be reviewing your case in detail with particular attention to the documents you provided during our Identity Verification process that led to your account being suspended. I will be working directly with the team leads and management of our Trust & Safety team, so please rest assured that the situation is going to be handled with the appropriate degree of care.
   
  I'll get back to you here with a response, as well as reply to your complaint on the BBB site, as soon as possible.
   
  Best regards,
   
  *********************************
  Upwork Executive Escalations

  **************************************************************************************************-2676

  2023 Upwork Inc.

  Please convey to ********************* this information.

  -- 

  Kind regards,

  ******

  ***********************, Ph.D.

  *********************** (under "***********************")

  ORCID ID: *******************

  ************** (after 11 a.m., Pacific Time)

  Business Response

  Date: 09/27/2023

  We appreciate this customers patience whilst we worked with him on his account and identity verification issue. We have communicated on multiple occasions over the past week and are happy to confirm that the concern has been resolved.

  We are always ready to assist should any additional account issues arise moving forward, and the customer is now aware of our various support options should they be required.

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is at the intermediate level, satisfactory to me. However, the overall issue of the lack of person-to-person communications (excluding the canned/FAQ responses) has not been resolved.  For example, other sites, such as Freelancer, has a live chat utility.  Nor has the problem of not providing the freelancer an opportunity to respond to accusations.  In my case, I was accused of providing altered documentation, which I demonstrated to be genuine.  Upwork's freezing my account and saying its decision was final is grossly unfair and borders on libelous. 

  I made a final response to **** (on or about 22 September 2023), which I would like to see the BBB post:

  ----------------------------

  ****,I appreciate your restoration of my Upwork account and your trial features (Freelancer Plus) and $120 payment. Of course, I am aware of Federal requirements for ID (as in I-9 type information), and I have no issue in providing that.
  My chief complaints all along have been expressed, i.e., ***** accusation with decision without opportunity to explain the situation or resolution process(as I cited with my 15 September email from a *******, to wit: we are unlikely to respond to further correspondence regarding this matter. . I assume I do not have to reiterate my further complaints. Again, if I were teaching critical thinking/logic courses (as I once did), I would single this case out as an example of how Upwork fails in the critical thinking arena. Indeed, my sending those documents and your acceptance ipso facto demonstrates my point. My dispute is not so much with you, ****, as you are only an functionary in the process. Too, Upworks failing to take the more diplomatic, not the adverbial approach to conflict resolution does not rank high on the diplomatic scale. Again, we are not guilty until proven innocent, as Napoleonic law might have it.
  In passing, your the documents previously provided did not meet the required standards does not speak well for your method, as I have demonstrated that what I sent you was NOT altered, despite Upworks accusations. Again, I attach proof. If you think the driver's license was "altered", given what I am sending you, you also are accusing AZDOT of altering images.  Computer programmers would call mine a "child process", inheriting all the characteristics of the parent.  As one quite well-versed in critical thinking and logic (having published extensively in peer-reviewed environments), you would have to say why Upwork thought the drivers license I provided was altered.
  My complaint is against Upwork management. I will continue to seek access and suitable response from it, for no other purpose than to help other freelancers seeking an agency listing opportunities. I would hope that you are not making a veiled threat to me with what I take to be your condescending:
  Whether communicating with other clients and freelancers, or members of our Support team, it is important to remain professional and courteous at all times, even when frustrated. Failure to do so may result in action being taken on any user's account, or even permanent suspension if such behaviour is repeated.
  Be aware that I AM a professional, not a grammar school student,as your message appears to suggest, but a ********* academician very familiar with an environment in which civil discourse is mandatory. My protests against the Upwork management remain, and I will endeavor whenever the opportunity arises to make those protests known to appropriate audiences.
  Accordingly, I will accept your email as having resolved my case at the intermediate level, the remaining having to do with my aforementioned-mentioned complaints with Upworks upper-level management. I find it unacceptable that no dispute resolution method regarding cases like mine exist, and, as far as I am concerned this and the lack of personalization (as in a chat utility, along with personal treatment, rather than canned responses). Be reminded that I had to go outside Upwork in order to initiate the current exchange,something that otherwise would not have happened if I did nothing.
  I hope this has landed on receptive ears (hearing AND listening). Any response that is meaningful (and not canned or with platitudes) will address my observations specifically, not the well pass them on brush-off response.
  
  NB: My response to the BBB will be consistent with the above, my accepting resolution on this intermediate level but expressing continued dissatisfaction with Upworks mid-to-upper-level management.

  ---------------------------------
  This all said, I do appreciate ****'s response.

  
  Sincerely,
  
  ***********************, PhD
  

• Initial Complaint

  Date:09/10/2023

  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.

  I made multiple transactions on the Upwork.com platform for mobile and web application services, instead their contractors stole data from me and did not deliver the applications. Then Upwork.com shut down my account for some unknown violation that I did not do.I'm asking for additional refunds or the apps to be delivered and for my account to be restored.

  Business Response

  Date: 09/11/2023

  We are sorry to hear that this customer had a disappointing experience while using our platform as we strive for each encounter to be a positive one.
  
  Upwork is a marketplace providing a venue for freelancers and clients to meet and collaborate. Upwork is not a party to any contract between customers as we merely provide a platform for our customers to exchange work. In the rare case where a contract disagreement arises, we offer dispute and mediation assistance when applicable. 
  
  You can learn more about how Upwork helps customers resolve contract issues here:
  ************************************************************************************************************************
  
  When customers sign up to use the Upwork platform, they agree to Upworks Terms of Service, which include security measures that help in maintaining the safety and integrity of our site.
  
  Terms of Service
  *********************************************
  
  User Agreement
  ***************************************************************;
  
  For the protection and security of all our customers, we are unable to disclose these measures in detail but we have conducted a comprehensive review of the customer's account and are in direct communication with them to provide any further assistance required.
  

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20583145
  
  I am rejecting this response because: I did not receive any reply from Upwork yet. They need to reach me at: ******************* because some of the previous business servers are down. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/14/2023

  We're sorry the customer did not receive our previous response. We've made sure to contact him through the alternate email address he provided to ensure we are able to provide any further assistance that *** be required.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20583145
  
  I am rejecting this response because: the business was unhelpful. They said I could take legal action against my freelancers but this is very difficult without access to my account/information which they did not restore.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/07/2023

  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 is a staffing agency that specializes in contract jobs. I joined Upwork approximately 8/3/2023. I completed my profile on Upwork 8/6/2023.Before I even started to look for a job, Upwork suspended my account. They haven't given me a reason why. I tried to contact them through customer support, but no support on this issue was available. Then I tried to contact their corporate office at ************. As usual, all one can get is their voicemail. No-one called back. I have no way to contact them to find out why my account was suspended without being able to contact one or getting correspondence them in anyway whatsoever. I need to start finding work ASAP.

  Business Response

  Date: 09/08/2023

  We are deeply sorry to hear that this customer did not have a positive experience while using our platform. Customers can use the 'Help & Support' section of the site (located at the top right of their homepage) to reach our Support team. They can also log into their accounts and then choose Get Support to receive personalized assistance.  

  We take the safety and integrity of our site very seriously, and we have implemented various security measures to ensure that all users can work in a safe and secure environment.

  We want to emphasize that when freelancers and clients sign up to use Upwork, they agree to comply with our Terms of Service, which includes adhering to our security measures. Violations of our Terms of Service can result in suspensions. While we recognize that this may not be the outcome customers prefer, we believe it is in the best interest of our community as a whole.

  We want to assure all of our customers that we remain committed to providing a safe and secure platform for freelancers and clients alike. Please see our Terms of Service and User Agreement for more information: 

  Terms of Service
  *********************************************
  User Agreement
  **********************************************************

  We are currently in touch with the customer, and will continue to assist him with his concerns. 

  
  

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20568453
  
  I am rejecting this response.  After being contacted directly by Upwork on or about 9/8/2023, I filed an appeal directly to them.  They had indicated in their first email I had done something in violation (which was never identified) of their Terms and Conditions 3 years ago (I assume it was 3 years ago since that was the last time I had an account), and that was the reason my new application for an account was rejected.  

  I responded directly to Upwork (not through the BBB) appealing my suspension because I was never told what I had done either 3 years ago or recently.  The appeal of my suspension directly to Upwork has not received any kind of response from them at all.  

  It would be nice to know what I'd done 3 years ago that warranted apparently a lifetime ban.  

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

  Business Response

  Date: 10/13/2023

  
  We acknowledge that the customer may be dissatisfied with the outcome, but it is important to emphasize that Upwork places great importance on upholding the integrity and safety of its platform by enforcing its Terms of Service. Therefore, in cases where a customer violates these terms, ********************** takes appropriate action against their account. It is important to note that some violations may prohibit the release of pending funds based on the severity and nature of the suspension. 

  
  You can review our Terms of Service here:
  ***************************************************************************************
  

  
  

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20568453
  
  I am rejecting this response because:
  

  I consider Upwork's response to my complaint ridiculous.  I still have no idea why they've banned me from their site, other than me having possibly violated an unknown aspect of their "Terms and Conditions" without telling me when or what I had violated.  

  I consider their business practices to be ridiculous, since they make up rules, but they have no idea what their rules are about.  I will continue pursuing them, and in fact I am exploring the possibility of taking legal action against them.  

  I would not recommend to anyone to continue doing business with Upwork.  They are without a doubt dishonest, and they base their decisions on no facts whatsoever.  

   

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

• Initial Complaint

  Date:09/06/2023

  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.

  Hello, the reason I have contacted you its because, just recently, on Saturday, 2/9/2023, I received an email from Upwork stating that they have permanently suspended my Upwork freelancing account (***********************) for no valid reason at all. It came as a surprise because I had never been warned or anything before because I always observed the terms of service every time I worked on the platform. I had ongoing projects and hard earned money in my freelance account which has been locked there. At least I deserve an explanation for this and maybe find a solution to it for me to continue working on the platform which I adored and maintained integrity, this platform enabled me to have maintenance funds as a student in *******************. To continue working on the platform and being reinstated is my plea.

  Business Response

  Date: 09/11/2023

  We are sorry to hear that this freelancer did not have a positive experience while using Upwork. We strive to provide excellent customer service to all our customers. As a part of our commitment to maintaining the safety and integrity of our site, Upwork has multiple security measures in place. 

  When individuals sign up to use the Upwork platform, they agree to Upworks Terms of Service, which includes compliance with these security measures, as well as our policies regarding feedback. For safety and security reasons, we do not discuss these measures in detail. 

  We have thoroughly reviewed this account and we have communicated with the freelancer directly by phone and email on this matter.

  Please see our Terms of Service and User Agreement for more information: 

  Terms of Service
  **************************************************;

  User Agreement
  **********************************************************

  Customer Answer

  Date: 09/12/2023

  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:08/21/2023

  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 have had my account with this company since they took over from Elance.com. I had a great experience with ******, but since Upwork there are always issues, either with temporarily suspending account or suspending accounts without informing me why and what. I have had 5 star rating with the freelancers i have hired in the past. I have even looked in my spam folder as they recommend the 'reasons' for suspension emails may end up, but no, nothing. Not a single email explaining why the suspension happened. When trying to look up solutions on their website in their 'help' section, it states very clearly that emails are sent how to resolve the issue. It would be easy to do had they actually sent one. I have for the past 2 weeks tried to set up a job post on an account I had used for years on elance.com with no issues, and all of sudden I receive a message after logging in my account had been suspended. Nothing noted on the account, nothing. This company is so unprofessional its unbelievable. There are many 'online' companies providing services but I have yet to run into one like Upwork. Horrible. You cannot reach any customer service ppl at all, you are left to your own devices. Basically, you have to fix the problem they created in the first place yourself. I even created a new account for the same job post, and it became suspended. I truly dont know what the problem is, I have posted many jobs online in the past, never had issues with ******, but Upwork is horrible. Wish they would take themselves a little more seriously and focused on providing excellent service to ppl creating jobs. Its truly disappointing and the reason I'm on here is because I have no other way to get in touch with somebody who will be able to tell me what is wrong with my account. They dont care giving written explanations and my project is suffering. Needed to get it done 3 days ago, still up in the air because of their actions. Bring back elance and restore my account that I had since 2012!

  Business Response

  Date: 08/24/2023

  We apologize for the experience that this customer had as we strive for each encounter to be a positive one. We have reviewed this customers account and reached out to them directly to assist them with their concerns. 

  
  Upworks Trust & Safety team is responsible for the security of our platform. You can learn more about what they do here: 
  ********************************************************************************************************

  
  Upwork support agents are available 24/7. Customers can receive support by logging into their account and clicking on the Help section at the top right of their screen.

  
  We are here to help and look forward to assisting this customer should they continue to have questions.