I discussed 3 specific tasks for the freelancer to do in 5-6 hours. Freelancer didn't do what I asked him to do but simply took a pre-template and added our company logo. Work diary shows him simply jumping around on our homepage while not working on the template once.
It took him for this pre-template and adding our company logo 5 hours.
How do I file a complaint and refuse payment since the job was not done as discussed?
Since Preston hasn't gotten here yet, I'll give you his advice.
Move on. Hire 3 more freelancers to do the same job. After the job is completed, stick with the freelancer who was the best value (speed, quality, cost).
As for me, I say dispute those hours if the money is significant for you. Simultaneously, re-open the job and hire another freelancer (or more). Then move on.
The freelancer who I assigned a task has disappeared before providing me with the final deliverables. He is not responding to messages. Can you assist?
Preston would also say: the freelancer not responding does not matter. I agree.
Neil what sort of contract do you have with the freelancer? if it's fixed-price, you will probably have to dispute the amount in escrow to get it back. Don't release the amount because it could make the money more difficult to recover. If it is an hourly tracked job, you can dispute the hours for the last week of the contract and you will likely win if the freelancer has not delivered.
This is what to do for an hourly contract: https://support.upwork.com/hc/en-us/articles/211062158-Dispute-an-Agency-or-Freelancer-s-Hours
And for a fixed-price contract: https://support.upwork.com/hc/en-us/articles/211062058
Thank you for your message. I am sorry to hear about your experience with the freelancer. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here . Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.