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Poor Tracing of Funds

ceecri
Active Member
Gliceria W Member Since: Jul 16, 2018
1 of 10
You just have a really poor way of finding out tracing freelancers funds. To the extent that I have to personally call to your banking partner, read them the reference number of my transaction, for funds to refunded or forwarded to me. And this happens each time. I literally have to contact Upwork after I make a withdrawal to report not receiving money. If I was a client you'd move heaven and earth to see that any money issues are resolved.
tta192
Community Guru
Andrei T Member Since: Aug 30, 2016
2 of 10

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.

 

 

ceecri
Active Member
Gliceria W Member Since: Jul 16, 2018
3 of 10
You don't understand, I don't have the arrangement with the bank. It's
Upwork that does. They use the bank to send funds to my Mpesa. So it is an
Upwork issue. They can find a better banking partner.
luiggi_rosado
Moderator
Luiggi R Moderator Member Since: Jul 3, 2020
4 of 10

Hi Gliceria,

 

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. 

 

Thank you.

~ Luiggi
Upwork
gilliansanger
Ace Contributor
Gillian S Member Since: Feb 20, 2019
5 of 10

Hi Gliceria,

 

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.

g_vasilevski
Moderator
Goran V Moderator Member Since: Mar 24, 2017
6 of 10

Hi Gillian,

 

I`m sorry for the inconvenience this has caused you. If you have any questions regarding your funds or the trace, feel free to follow up directly on your ticket with number 30644087. You can access your tickets on this Link, thank you.

~ Goran
Upwork
ceecri
Active Member
Gliceria W Member Since: Jul 16, 2018
7 of 10

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. 

gilliansanger
Ace Contributor
Gillian S Member Since: Feb 20, 2019
8 of 10

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.

ceecri
Active Member
Gliceria W Member Since: Jul 16, 2018
9 of 10

Your welcome Gillian. One of the agents told me this, " **Edited for Community Guidelines**." So, in other words, it's out of their hands when you receive payment. As for attempting another withdrawal, I suggest talking to the agent handling your ticket first. 

gilliansanger
Ace Contributor
Gillian S Member Since: Feb 20, 2019
10 of 10

Okay thank you! I will check in with them to see what they think about withdrawing again.

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