It sounds more like something your bank is handling incorrectly. Upwork does not want you to have to interact with support at all, because it costs them money to provide that. It makes more sense to ensure payments work as intended- and they usually do.
You could try it one more time to clarify the issue with your bank, but if they keep shifting the blame then just move your account elsewhere and be done with it.
I'm sorry to hear that it has taken longer than usual for you to receive your funds. I can see there's a support ticket already created for your case and the team handling it should get in touch with you as soon as they have any updates. Again, sorry for any inconvenience this could've caused.
I am having the same problem as you. Upwork has initiated a trace but I have heard nothing (I withdrew on Dec. 28th and it is now Jan 19th and nothing's come through to me). I want to reach out to someone myself, but my bank won't do anything about it. Did you contact Upwork's bank/payment provider directly? If so, what bank is that? I was given a 'document ID' so could potentially try to do this myself.
Hi Gillian. Given that we're in different countries, I'd assume the banking partner Upwork uses in my country is different from yours. The first time, I complained until Upwork gave me a transaction reference number which I relayed to NCBA bank. The bank told me they had returned the money to Upwork, which I told the agent handling my ticket and only then did they return the money in my Upwork account. Mind you, this was after three weeks.The other times (sadly, this has happened severally) it took lots of complaining and daily reminders to get my money. Ask them to give you proof of payment; their banking partner should have send it to them by now if at all they've been tracing your funds. If they can't then it shows you didn't receive your money and it should be returned to your Upwork.
Thank you Gliceria! Has Upwork ever given any kind of explanation as to why this happens? I want to make another withdrawal but don't feel comfortable doing it until I figure out what the issue is.