Andy - that is normal billing. You pay a fee of 20% for any client up to $500 earned. After that, for that client it is 10%. In addition, you pay for connects as connects are not free.
With respect i am fully aware of that but i dont expect to pay twice for the connects once through paypal AND reducing my balance. Its very annoying that upwork have hidden their customer service emails and reply on others to answer their questions
Andy - Are you saying you think you paid twice for the connects you purchased? If you have a balance due in your account, and you purchase connects, Upwork will automatically pay for the connects from your balance - but they would not also charge for the connects to PayPal. I wonder if you are confusing the 20% fee that is taken from your contract payment with the purchase of connects. As for Upwork Customer Service, there are millions of freelancers and clients on Upwork - we would pay a lot more than 20% on jobs if Upwork had to hire thousands of people to reply to emails. At least, that is my understanding.
i understand that but i can see all the charges and VAT charges too.
I suggest they look into their poor support system after all they charge the freelancer most of the monies so a little support would go a long way.