I've never thought that I would need to go public and write about my awful experience with UpWork customer support but here I am.
I'm CEO of a Software Development company that use UpWork as a client generation platform. In most cases, it proves to be useful and we found a lot of decent partners via this network. But what happened in the past couple of weeks makes me furious.
1. We've got an hourly contract for a front end job with our returning customer (that we found on UpWork). The contract was opened on one of our members. The next day account got suspended and the contract is closed. When this developer tried to contact customer support via help center he got redirected back yo UpWork's main page. So when you are suspended and platform asks you to contact customer support you can't do it, as the platform doesn't allow suspended freelancers to use help center. It doesn't make any sense, right? After that, this developer wrote 2 emails to **Edited for Community Guidelines** and never got a reply. Only after 9 days of ban customer support opened a ticket saying they suspended the account and he needs to do extra verification. I forgot to mention that this developer had a video interview with UpWork's verification specialist just the day before we opened the contract. So first they verify the user and then they ban him 2 days after. Wow. Let's continue the story. Developers submitted the docs for the verification (and by the way no one told us why he was banned in the first place) and they were accepted but the account is still restricted to make any financial activity. And guess what, UpWork again asks to contact customer support. Guys, here is the hint: we are here to work and earn money for both us and UpWork, so please treat our time accordingly. So here we are waiting for the reply on another ticket to understand what is going on with this platform.
2. All active members and agency had 100% success score and top-rated status. We worked pretty hard to achieve this. By a couple of days ago all members and agency receives 88-89% success score and loses top-rated status. And AGAIN: WE DON'T KNOW WHY. Just at the end of 2018, we closed the contract with 5 stars. Every normal person would assume that we should still have our top-rated and 100% as we are providing our customers with what they ask - the best service.
3. Today in the morning I wanted to contact (AGAIN) customer support to ask what is going on with our success score and status and guess what: my account is suspended in some weird manner. I don't have any notifications about this but when I try to visit help center, I get redirected to UpWork's main page with "message=Cannot%20sign%20in%20suspended%20user%" in URL. Just imagine my frustration at that moment.
So I go to my email, find the previous ticket and write a letter to customer support with everything mentioned above. And guess what - no reply. Of course, I understand that even business day didn't pass, but I can't work effectively during this day with this platform, so potentially I'm losing money for both my company and this platform.
I'm pretty confident that UpWork's management and creators didn't visualize the platform in such a way: incomprehensible, inconvenient and unfriendly.
I really hope that this message will help to make this platform better, as it's a great place to find amazing talents.
All the best,
I won't be able to discuss your agency freelancers' suspension here in the Community. However, I'll be following up with the team that's handling the case and they will be updating the freelancer directly via the ticket.
Thanks for your patience as we are getting this resolved. I understand it's frustrating to find accounts suspended but it sometimes needs to be done for the security of Upwork users.
One by one all are getting suspended and only 9 days after I contacted support I got an indeferent response and nothing changed from then. Being a top rated agency with only 5 star reviews it is incredibly frustrating!