Richard, I strongly advise you to manage your freelancers and contracts using the extensive tools and powers that are available to you. Put yourself and your project first.
Do not involve Upwork directly by asking them to do something. But it IS smart to come to the Community Forum to seek advice.
Tools that you have at your disposal include the ability to close a contract at any time, the ability to request a refund, the ability to leave feedback, the ability to flag a freelancer profile and report it for various reasons. You can do all of these things without needing to ask permission or wait on Upwork Customer Support. I believe that Upwork always desires to be helpful, but I am not yet convinced that you actually need a formal support ticket. Maybe that ship has already sailed and they are already helping you with a support ticket. But for future reference, you can probably save time and effort by using the available tools.
For context, and so that we can best advise you, how much money have you paid to this freelancer?
Is this an hourly or fixed-piece contract?
