Not everyone has access to phone support or chat support.
Why don't you just raise a ticket and / or ask your question in the forum if it isn't anything particularly personal?
Thanks for your question.
It is important to understand that providing phone and chat support is very expensive and Upwork would not make any money at all and would go out of business if it provided these levels of support to everybody who wanted it. You can't just have people calling up on the phone every time they have a question. Very few companies allow that.
No offense meant to you. The numbers just don't work out.
So Petra is completely right. EVERYBODY has support options: opening a ticket using the available support ticket system, or asking questions and asking for help in the Community Forum.
Phone and live chat support is only available to some people, and it is not available all the time. The availability actually fluctates at various times, based on demand and based on the customer type (client/contractor, region, etc.).
It is becuse there are some cases need urgent support and replay to support ticket is slow most of the time and there was chat support a time ago when the site called odesk.
In cases like this, it is often faster to come to the Community Form and provide a concise but understandable description of your situation.
Forum Moderators can often elevate urgent cases like this to the right people internally who can address you situation.
And it can't hurt to do this. You can provide a description of your situation which will make it clear how urgent the situation is. It is not necessary to provide specific details (like bank account numbers) in order to tell your story.
There is not a separate customer support system for reporting urgent situations.
So if you have an urgent case, such as your financial accounts being hacked, you would need to use the same ticketing system used by newbie contractors who want to ask "How do I get my first job?", or clueless Upwork users who want to contact customer support to complain "I don't like the name Upwork. I think you should change your company's name."
When you report an urgent situation using the ticketing system, the details you share with customer support are likely to be read by somebody with limited English language experience who will attempt to identify a few key words and choose, as a response, a number of preset responses. So you may need to be patient if you use Customer Support, as it can take anywhere between a few days to a month or more to resolve complicated issues.
The funds were sent to your withdrawal method because it's been more than 180 days since they became available on your Upwork account. Upwork is not able to hold funds for more than 180 days.
Please, see the reponse provided through the ticket for more information.