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Hi Vicky Lynn,
Could you please send me a PM with a screenshot of the page you are referring to so I can check this further for you? You can PM me by clicking on my name. Thanks.
It's mostly because of Upwork's insane feature where it allows the client to basically sabotage your JSS score through what Upwork considers "private" feedback. The client can tell you everthing is well and give you 5 stars, but take out their prejudices, manipulations, discontent that they didn't get your services completely free, their unprofessionalism, and other micro aggressions through "private feedback" and Upwork allows this behavior from the client to impact your public JSS score, uncontested. Meaning, you have no re-course.