I got the "This client's account is on a temporary hold" message...

[#1]

Hello,

I got the in-famous "This client's account is on a temporary hold. Once the issue is resolved, you can accept their offer." message when accepting a new offer.
I contacted the client and they say that from their side everything went well, they also have a verified payment method so I don't understand how this can be possible.

Basically Upwork verified their payment but at the same time there are issues.

This is totally unacceptable for a company that takes 20% fee from any job and then doesn't even have a 1 on 1 support option, except a pathetic bot that can't even get me contacted via email.

I guess there are no problems if I decline the job and ask the client to pay me outside Upwork, right?
I mean, nobody wants to help me fix the issue so...

P.S.
For me the issue is not with that message, I hope my client's status will be fixed soon.
What baffles me is that there is no contact option for the support.
I'd like for somebody to check that up, since my client claims the payment went well and probably he got no communication about this.
The automatic bot gives me the chance to "be contacted from us" and it's been 3-4 days that I'm waiting for an email.
And no, I don't accept the "weekend" reason as a delay, otherwise I would be expected to pay less fees on a weekend since I have no support from the website during that time.

It seems like we are supposed to be the professional freelancers while Upwork just takes the money and disappears

[#2]

Hi Luca,

I checked, and I'd like to confirm that you have successfully submitted a support ticket to our support team. Please allow them time to review and update you directly on your open ticket to assist further. Thank you for your patience.