I'm sorry to learn about your experience on Upwork. Kathy has shared how earnings are processed on Upwork, and you can read more about it in this help article - Weekly Billing Cycle. Hopefully, this will give you an insight as to when to expect to receive your earnings on a fixed-price contract, or on an hourly contract.
I also checked the ticket you were referring to on your post, and can see that the Customer Support Agent who handled your case has explained in detail how hourly contracts work. I think it would have been to you, and your client's advantage if you had a fixed-price contract instead of an hourly contract. You may read more about the differences of both contracts in this help article.
I highly recommend that you read up on the freelancer resources we have compiled, for great tips and insights on how you can work successfully on the platform. Please also pay attention to the Safety First! section of the resources, and these tips for avoiding questionable jobs for more information about working safely through Upwork.