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:01/12/2023

  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 hired a freelancer on the UPWORK platform. Upwork has a policy that we deposit the money in escrow while the freelancer is working. only when the freelancer has completed the job, is the money then released to the freelancer from Escrow. So i hired a freelancer who lied to me and told me they had the skills necessary to complete the job i posted on upwork. I decided to give the freelancer a chance.I then deposited the money into the upwork escrow. a few days later, the freelancer started to show signs of incredible incompetence. He had clearly over estimated his skills and exaggerated his level of education as he was unable to do the job and simply did not have the skills. after tolerating the freelancer for several days, the freelancer became a huge burden on the rest of my team. My other developers hated working with the upwork freelancer due to his incompetence and he kept causing bugs in our software that my other developers had already previously fixed. It became clear that keeping the upwork freelancer would do more harm than good to our team. So i had to fire the freelancer for incompetence and lying about his skill level. Since the freelancer could not do the job. i ended the contract on upwork and requested a refund.The freelancer then sent screenshots to upwork claiming he had completed the job. The upwork feelancer disputed the refund and now my money is still being held hostage by Upwork.I offered to do a zoom meeting with the freelancer and upwork team to show proof that the upwork freelancer did not even come close to completing the job. The job was not even half way done. He had barely started. I sent screenshots, i sent messages, i even sent upwork proof of the *** contract that the freelancer signed which states that he will not be paid for work left incomplete. still, even with all the proof i provided to upwork about the freelancer's incompetence, upwork is still holding my money hostage in escrow. I want my money back.

  Business Response

  Date: 01/23/2023

  We are sorry that this customer was not satisfied with the work their freelancer provided. Disputes are between the client and their freelancer. Upwork is a marketplace provider, through which the customer found, selected, and engaged an independent contractor who is not affiliated with Upwork.
  
  
  For more information on Fixed Price Contract Disputes, please review the article below: 
  ***************************************************************************************************
  For more information regarding our Escrow Refund Process, please see the article below: 
  *******************************************************************************************
  

  We have been in touch with this customer via email and phone and consider this case to be resolved. We are happy to continue to assist with any additional needs or concerns this customer may have. 
  

  
  

• Initial Complaint

  Date:01/10/2023

  Type:Billing 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.

  This platform is a joke! They're supposed to be an advocate for their clients, and they allow scammers to steal money, and then suspend the account of the VICTIM and not the SCAMMER. This scammer stole $200 from me while I had been performing a test on their financial software through their game app. The scammer gave me fake credit card numbers to use, and when the numbers wouldn't work, they'd give me an entirely new number. The platform did work--- with MY credit card information -- taken from Apple.com. When I flagged the scammer through UpWork, UW suspended my account, along with the $200 + that I had made prior to this scamming incident. I've contacted UW's "customer service", and their response was either ' I will forward this to the appropriate party' and then they **** the ticket as 'solved', or my latest response was, "your account has been deactivated, and your account will continue to be deactivated and this will be our last response."

  Business Response

  Date: 01/12/2023

  We are sorry that this customer had a disappointing experience while using our platform to engage with clients. We have been in touch with this customer by phone and email to resolve their issue.

  Upwork is not a party to any contract between customers and we encourage each user to use caution when engaging in online contracts with another person. Upwork utilizes detection devices to keep our platform safe, and we also provide additional tools for our customers to use. Please review the following articles for some tips on staying safe.
  
  Staying Safe on Upwork: *************************************************************************************************************
  Report Suspicious User Activity: ******************************************************************************************************
  Terms of Service: ********************************************

  Upwork Customer Support agents are eager to help with any customer questions. Our Phone Support team is available 24 hrs/day on weekdays from 12am PST Monday to 11:59pm PST Friday. Customers can also receive support by clicking on the Help section at the top right of their account after logging in.

  Customer Answer

  Date: 01/13/2023

  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, for the most part. 

  The woman who handled my case was very sympathetic and resolved my issue within just a few days.  Unfortunately, my review is not based upon one individual, and I will continue to keep it as a 1-star. I'd been peanalized for something I had no control over, and multiple agents dismissed my case without hesitation. I now have to start over with my freelancing work and re-build my client base.

  If anyone is smart enough to read these comments before dealing with UpWork, I strongly suggest you break the rules from the get-go, and have your clients pay you through PayPal, that way UpWork doesn't take their insane percentage, and you know that your money is safe if UpWork decides to do the same to you, as they'd done to me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/04/2023

  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 is refusing to let me log in to my account which I had for 8 years. There is no immediate way to resolve this, I have tried 4-5 different avenues for contacting a human there. Even the phone # listed on the BBB is a fake number. Reply to the email I sent to support-********************************** on December 23.

  Business Response

  Date: 01/06/2023

  At Upwork, its our company's mission to create economic opportunities so that people have better lives. Our team works every day to ***************** and improvements to our customers experience.
  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 are sorry that this customer is not satisfied with their experience on the Upwork platform. We strive to provide excellent customer service to all our customers. To ensure members get the help they need in a timely manner,  Upwork support can be reached at *********************************** Our agents are available 24/7 and will gladly assist with any questions customers may have. 
  
  Our Phone Support team can be reached directly by dialing ************** or ***************. The team is available 24 hours a day on weekdays, from 12 a.m. Monday to 11:59 p.m. Friday, Pacific time.
  We are working with this client directly and appreciate the opportunity to assist.
  

  
  

• Initial Complaint

  Date:01/02/2023

  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.

  We posted a contract on Upwork (our first time ever using the platform). The vendor manipulated us agreeing to work a contract for ** to complete a detailed 15 page statement of work. Then they were billing us weekly hours for their work. Mid-contract our team setup a meeting to review what they had done and they said they couldn't even complete half the statement of work after they bid on a project and said they could complete the entire project.They told us to cancel the project (our first time so we did) and then we requested a refund in-line with their messages and they won't ***** the refund. We reached out to Upwork and they're trying to tell us we didn't dispute it fast enough (we've never used the platform and requested a refund instead of a dispute? we don't even know the difference on these items) so they're saying we can't get assistance and are just out the money. The vendor tried to offer a refund only if we changed their ratings for them and then Upwork threatened us if we asked our credit card to dispute the charge by saying we agreed to terms of not disputing or they will take legal action against us.We are horrified they are threatening customers to try and protect themselves after suppliers try and manipulate and take advantage of new users. We reviewed the "work" and it's all worthless because they can't complete the project - the work was only worth something if it could all be completed together (which is why we created a 15 page statement of work for them to review before bidding). They assured us they could do it all for $1,200 no problem. Then they came back and showed us how they couldn't do half the work after billing us all these hours. We would have never awarded them a contract if we realized they didn't have the skills to complete the work. We are upset that 1) this behavior is being condoned and 2) Upwork does not want to protect clients and is allowing vendors to try and pay for ratings to give refunds. This is scary.

  Business Response

  Date: 01/12/2023

  We are sorry to hear about this clients experience and we appreciate the feedback. Upwork is a marketplace providing a venue for clients and freelancers to meet and collaborate. We also provide the services to process payments in accordance with our escrow instructions.

   

  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 clients sole responsibility to monitor freelancer activities and work quality, alerting Upwork through the designated channels if they wish to contest payments to freelancers. We also have a mediation team to facilitate a conversation between both parties should the client decide to file a dispute.

   

  We are in contact with this client and supporting him directly. 
  

   

  To learn more about Hourly Contracts and how to file a dispute, please click the links below: *****************************************************************************************************
  **************************************************************************************************************
  

  
  

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18672093
  
  I am rejecting this response because:  Its a canned response that does not even attempt to solve the problem.  UpWork is trying to allow contractors to take advantage of new customers.  On the phone, the UpWork team said they had protections for new customers (and they could see we had never used the software before).  The contractor told us to close the account without telling us to adjust the hours then afterwards said they couldn't adjust them since we closed the contract.  Then the UpWork team told us we had to monitor the hours (this was after the vendor agreed to do a flat fee project and then somehow manipulated us to award an hourly contract (we don't even know how this works in their system even now).

  The UpWork team continues to protect manipulative contractors taking advantage of inexperienced vendors while on the phone saying they give extra protections.  We asked for a refund from the vendor in the system and they messaged they would give it to us (the contractor), then after they never did we reached out to UpWork and they said we requested the refund the wrong way so couldn't dispute it because we waited too long (the other dispute apparently was the wrong way so did not count towards their period of dispute).  This makes no sense when it's clearly documented we asked for a refund and we fault them for not having an easy system to dispute if the way we just was the incorrect way.

  So again, we reject UpWork has provided any support and believe their business practices should be investigated to ensure other customers are not being taken advantage of.  As we feel we have been duped with 0 protections offered from their company after on the phone they claimed we would receive it.  This is very disheartening to see and experience as they taking advantage of small businesses in *******.

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

  Business Response

  Date: 01/20/2023

  We appreciate the clients response and understand their experience was not as they expected.
  
  Upwork provides steps through our help center to guide its customers. When a client sends an offer to a freelancer, Upwork offers options with descriptions along the way so they can make an informed decision on what best suits their business needs. We understand that some engagements dont end up as expected and we have a mediation process in place should both parties need it. Upwork also offers payment protection which is also described in detail in our help center (see link below).
  ****************************************************************************************************************
  We have been in touch with this client directly and will be happy to assist with any further questions they may have.
  
  

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18672093
  
  I am rejecting this response because: it does not fix the issue.  They charged us $1200 for a user to come back and say he has no idea how to do the service.  

   

  REFUND OUR MONEY FOR YOUR SERVICES THAT DO NOT WORK.  Up-Work allows their vendors to take advantage of their customers.  We need our money back.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/28/2022

  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.

  Boy, do we have a story to share. Absolute evidence of criminal fraud taking place within UpWork.I had recently registered with UpWork for possible contract work as a writer/editor. I was having trouble with verification and uploading of documents in order to finish my application, and sought assistance through support.On Christmas Day, 2022, I received the following reply to my support ticket: ************** (Upwork Help)Dec 25, 2022, 10:17 AM EST Hi *******,As you recall, we recently received a chargeback dispute from your client.While we attempted to challenge the dispute on your behalf, unfortunately, your clients bank did not rule in our favor.As a result, we are seeking reimbursement from you for the following:- Amount:$420.00 - Contract *********** - Client:***************** - Fixed-Price ContractMilestone 1 - Motor controller of EV 30kw - Contract Title:Motor controller of EV 30kw If funds are available in your Upwork account, we will pull the amount due from that balance. If not, we need you to let us know when you have enough funds in your Upwork account so that we can collect the past due amount.In the meantime, you wont be able to withdraw any funds until the amount above is returned to us.We are sorry this situation has occurred and that your client chose to take this step. Should you have any questions or need further assistance, please don't hesitate to get in touch.Regards,****** Upwork ********************* --I have no idea who this person is, or the contract, or this company, or WHY I would even be in the field of electric vehicle motors!THIS IS FRAUD. And it's within their own STAFF.I've asked for clarification and as yet haven't received any. Maybe a BBB "review" is warranted to alert them and maybe get someone to stop the obvious criminal activity...?

  Business Response

  Date: 01/02/2023

  We are sorry to hear that this customer did not have a positive experience while using Upwork. We strive to provide excellent customer service to all our customers. 

  
  Upwork takes great measures to keep our global marketplace safe, and were committed to doing our best to prevent or address all suspicious activity. 

  
  We appreciate this report and the opportunity it gave us to help! We are in communication with the customer directly and will continue to assist with any additional questions they may have. 

  
  Learn more about our platform safety and how to report suspicious activity here:***************************************************************************;
  
  

  
  

• Initial Complaint

  Date:12/23/2022

  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.

  Client's constantly change their names and use fake names without verification.Upwork accepts payment then makes it available to you, then the payment for services disappears.Chats are constantly altered to fit their business narrative.

  Business Response

  Date: 01/02/2023

  We are sorry to hear that this customer did not have a positive experience while using Upwork. We strive to provide excellent customer service to all our customers. 

  
  Upwork routinely asks freelancers and clients to verify their identities. Our goal is to ensure that each Upwork account is, in fact, owned, authorized, and used by the person or entity that registered the account. This identification process typically involves a brief video call and submission of certain identification documents.  

  
  Payments are made on Upwork depending on what type of contract is in place. Hourly contracts are based on a weekly billing cycle. The weekly billing period ends on Sunday. Funds will be available for withdrawal 10 days later (the following Wednesday). Fixed-price contracts are based on milestones. Once a client approves a milestone, funds are available for withdrawal after a five-day security period.

  
  Everytime a customer chats with us, they are emailed a copy of the transcript of the conversation. If there are any issues, customers are encouraged to email Customer Support at *********************************** Our agents are available 24/7 and will gladly assist you with any questions you may have. Or call our Phone Support team  by dialing ************** or ***************. The team is available 24 hours a day on weekdays, from 12 a.m. Monday to 11:59 p.m. Friday, Pacific time.

  
  We are in communication with the customer and will continue to assist with any additional questions they may have. 
  Learn more about how freelancers are paid at this link: **********************************************************************************************
  Learn more about our Terms here including identity verification:
  ****************************************************************
  Learn more about reaching out to support here:************************************************************************************************************************
  
  

  
  

• Initial Complaint

  Date:12/21/2022

  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.

  Hi, I'm not sure if I've reached out to the correct department, but my complaint is with regards to a company called Upwork. The information I've gathered shows the head office is in *************. My complaint revolves around the ethics and lack of ability to resolve an issue. I have overpaid freelancers which have not completed the works accordingly, and upwork have debited funds from my account without an explanation. I struggled finding the correct department as they seem to focus on some sort of robotic responses. Once the correct department responded, they passed me onto another department, which are simply ignoring my emails. Could you please let me know who to file a complaint with to have this viewed and dealt with.Thank you for your time

  Business Response

  Date: 12/31/2022

  We are sorry to hear that this client did not have a positive experience while using Upwork. We strive to provide excellent customer service to all our customers and we are always here to help.  

  Upwork support is available 24/7 at *********************************** Our agents will gladly assist with any questions customers may have. Our Phone Support team can be reached directly by dialing ************** or ***************. The team is available 24 hours a day on weekdays, from 12 a.m. Monday to 11:59 p.m. Friday, Pacific time.
  

  One of the first steps to working with talent through Upwork is choosing a billing method. To help make this easy, we offer three billing methods. Clients can add a credit card, Paypal or ACH.  Pro Tip: Adding more than one billing method may help avoid account disruption in case a transaction fails.
  

  We have reached out to this client and resolved his issues. We will be happy to assist with any additional questions he may have. 
  

  To learn more about Financial transactions, please click here: 
  ************************************************************************************************************.

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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 have been on Upwork since 2014 as a top-rated freelancer with more than 209 jobs completed and earned more than $100K. I have never had a problem with this platform. Then clear out of nowhere today my account was suspended because I allegedly "attempted to elicit a response or action from another customer through the use of force or threats." It also goes into how Upwork "prohibits the use of blackmail, coercion, extortion, or other similar behavior when using the platform or engaging with other customers on a contract." Then they suspended my account.**** of Upwork Help did not quote the message, the messenger or what I actually did. There is absolutely no concrete evidence that I did any of the above. While **** informed me that "all you need to do is review Upworks Terms of Service and reply to this ticket to confirm that you will follow them going forward" in order to unlock my account, I am fighting back on this. It is absolutely unacceptable to accuse someone of a crime and then not tell them the ACTUAL crime that they committed. Even in a court of law, the defendant is able to find out what the actual incident was and what they allegedly did wrong. Sending me a blind message just accusing me of something, telling me to abide by the Terms of Service that I've always abided by but NOT telling me exactly what went wrong is completely uncalled for and unjust.On top of that, they suspended my account so I can no longer work with clients I have had for multiple YEARS on this platform, all from an incident that **** of Upwork is being vague out. Any freelancer should be able to know what exactly they're accused of in ACTUAL terms, not generic terms of what not to do. How else will they know what NOT to do if they didn't think they did anything wrong in the first place? This is making me not want to be on Upwork's platform altogether.

  Business Response

  Date: 12/21/2022

  We are sorry to hear that this customer did not have a positive experience with our customer support team. Our agents strive to provide excellent customer service to all members of the ********************** Community but to maintain the privacy of our customers and the security of our platform, we do not divulge specific details of what we review or find in our investigations. 
  

  We have reached out to this customer to let them know the status of their account and we will be happy to continue to support them with any concerns they may have going forward. 
  

  Our Terms of Service can be reviewed here:
  https://support.upwork.com/hc/en-us/articles/211062618-Terms-of-Service

  
  

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18614961
  
  I am rejecting this response because the same client they are protecting (while taking absolutely no steps to protect an eight-year freelancer who recommended them often and NEVER had any disciplinary actions before) started a second account to CONTINUE to harass me. Apparently *************************** felt Upwork did not do enough. She started a second account on Upwork, in which I took screeenshots, complained about me blocking her and will not leave me alone. This looks bad for RETHINK Retail, I will always stand by the fact that this company sneakily removed my bylines for two MONTHS after I told them from day one that I do not ghostwrite and is spending more time harassing me on Upwork than adding the bylines back.

  Have as much respect for your freelancers doing the work as you do your clients creating new accounts to harass them AFTER Upwork has already suspended them. 

   

  There was no point in an Upwork rep calling me to give me this same copy-and-paste response that the Safety team gave. You have absolutely no evidence of blackmail nor threats. What you read was a freelancer standing up for herself after her name was removed, and the client went against the original agreement. I sent Upwork a screenshot of the client stating in 2019 that bylines would be on EVERY post above the lead image. Now RETHINK Retail removed the bylines altogether or added them as a footer way at the bottom of the post.

   

  Tell *************************** to STOP CONTACTING me. I have blocked her on all social media platforms (she tried to follow me on ******* before) and two Upwork accounts. Upwork did entirely too much to protect a woman who is blatantly lying, and you need to reevaluate how your safety team handled this entire incident, suspending me without ASKING me what happened

   

  Even in a court of law, the defendant gets an attorney and knows the full case. Upwork decided to be a judge and jury, and now I am even running into new clients who have soured on using your website not even 24 hours ago. Without me saying a word. You are turning longtime freelancers away from using your platform.

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

  Business Response

  Date: 12/22/2022

  We appreciate the additional input from this customer and we have reached out to them regarding their concerns.
  

  Upwork does not tolerate inappropriate behavior or harassment from one customer towards another and we are having these claims investigated by our Trust and Safety team who will take the appropriate action per our Terms of Service on the reported account. 
  

  We will continue to help this customer through the ongoing established support ticket and encourage the freelancer to respond via their support thread so they receive the prompt and efficient help they need. 
  

  
  

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/16/2022

  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 was notified by a paid service that my information was compromised. The notification indicated that the breach occurred within the Upwork/Elance platform. Since receiving the information concerning the compromising of my information, I have attempted to logon to the site to change my password. Each time I attempt to do so, I receive a message that the information entered is incorrect. I am, therefore, unable to logon to the site and change my password to protect my account. I have tried calling the company and I do not receive an answer at any of the numbers listed. When attempting to log in, I receive a message from the company that an attempt to login to my account was made from a computer originating from Ashburn, ********. I reside in *******, ********, and I have never visited *******, ********. As of today, I have no way to contact the company to change or delete my information. And as long as my information remains with the company, my identity is being compromised. I need assistance rectifying this situation.

  Business Response

  Date: 12/19/2022

  We apologize that this customer encountered problems while trying to log in to their account. Upwork takes matters concerning the safety and security of its platform and Upwork customers very seriously. 
  
  Weve followed up with the customer via email and are also working with our Account Security team to determine the cause of this issue and will continue to provide support to the customer as needed. 

  For more information on how to stay safe online and on Upwork, you can see this article here: https://support.upwork.com/hc/en-us/articles/211067668

  
  

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18599599
  
  I am rejecting this response because:  My desire is to have my account completely deleted from their database completely!  This incident did not just occur, I have been dealing with this issue for several months and, until I recorded this complaint, I was not contacted by the company, to inform me that there had been a data breach.  
  

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

  Business Response

  Date: 12/21/2022

  Thank you for the additional information added. The good news is, we are here to help! We are in touch with this customer regarding their account status and have sent instructions on how to proceed so that we can fulfill their request.
  
  Our goal is to maintain the safety and integrity of the marketplace platform by ensuring that each Upwork account is, in fact, owned, authorized, and used by the person or entity that registered the account. We are here for continued support and are happy to help.

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18599599
  
  I am rejecting this response because:I DO NOT WANT YOU TO REINSTATE MY ACCOUNT!!!!!!!!!!!!!!!!!!  I WANT MY ACCOUNT CANCELLED!!!!!!!!!!!!!!!!!!  I AM REFERRING THIS ISSUE TO MY ATTORNEY AND TO THE ATTORNEY GENERAL OF MY STATE!!!!!!!!!!!!!!!!!!!!!!!!!!!!
  
  
  MY ACCOUNT HAS ALREADY BEEN HACKED AS A RESULT OF MY INVOLVEMENT WITH YOUR COMPANY/WEBSITE!!!!!!!!!!!!!!!!!!!  NOW YOU ARE REQUESTING THAT I PROVIDE YOU WITH MORE INFORMATION SO THAT THE HACKERS WILL HAVE EVEN MORE INFORMATION ON ME TO CONTINUE THEIR PHISHING!!!!!!!!!!!!!!!!???????????????????
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/12/2022

  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 consistently shadows bad reviews from freelancers' profiles, not allowing future clients to see the whole picture. Since hiring freelancers on Upwork, more than 3-5 reviews have been removed to give these freelancers perfect profiles of 99% positive reviews. This is an attempt for Upwork to drive more money from unknowing small businesses by showcasing the "best" freelancers that genuinely lack the skills. These freelancers should not be able to hide their bad reviews.This is against the Federal Trade Commission's policies on reviews, and we are entitled not to be shadowed working with these employees Upwork recommends.My reviews must immediately be posted back.

  Business Response

  Date: 12/16/2022

  We apologize for the poor experience that this customer had and appreciate the opportunity to help. 
  

  Upwork provides its feedback system as a means through which customers can share their opinions of other customers publicly, and Upwork does not monitor, influence, contribute to or censor these opinions.
  

  You can learn more about our Marketplace Feedback and User Content in our User Agreement here: https://******************************/legal#marketplacefeedback
  

  Upwork has a double-blind feedback system to allow each customer the opportunity to leave honest feedback for the client/freelancer they worked with. Feedback will only be changed if the person who received the feedback allows it, or if it violates Upworks Terms of Service. 
  

  You can learn more about our feedback policy by clicking the following links: 
  Give Feedback: https://support.upwork.com/hc/en-us/articles/211068438-Give-Feedback
  Feedback Removal: https://support.upwork.com/hc/en-us/articles/219801228-Feedback-Removal
  

  Top Rated or Top Rated Plus freelancers can also occasionally request the removal of client feedback for more control over their Job Success Score.
  

  Upwork support agents are available 24/7 at ********************************** and will gladly help with any questions customers may have. Our Phone Support team can be reached by dialing *************** or ***************. The team is available 24 hours/day on weekdays, from 12 am Monday to 11:59 pm Friday PST. Customers can also receive support by clicking on the Help section at the top right of their account once logged in. 
  

  We are in contact with this customer and are assisting them with their concerns.