How to contact Upwork customer service (dispute with a freelancer)?

[#1]

I filed a dispute over charges with the freelancer. I am unclear about how to proceed and have a number of questions. I tried to contact the customer service and left a message. Is there a way to get a real person to talk to? This is my first time on Upwork and I am extremely upset about the way I was treated by the freelancer and that there's no way to communicate with anyone from customer service directly.

[#2]

Hi Marina,

I'm sorry to hear you had a bad experience with this freelancer. I can confirm the dispute was filed successfully. Please allow some time for our mediation team to review and they will be reaching out to you with information about the process and how to move forward. If you have any questions for the team, please feel free to reply to them and ask anything you need, they'll be happy to help and they are the ones who can best assist you.

Thanks!

[#3]

Thank you. Will they reach out via phone? I am quite bothered that the freelancer flat out lied in her dispute. How am I protected? I see that freelancers are protected, but how not clients.

[#4]

Hi Marina,

They will reach out via support ticket, you'll receive a notification in your email where you can access your ticket from. In the meantime, please check out this help article about Upwork Payment Protection to learn more about how clients are protected.

Thanks!

[#5]

No one ever contacted me. When do I get to speak to someone in person?

[#6]

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Marina M wrote:

No one ever contacted me. When do I get to speak to someone in person?

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Was a dispute filed? It goes to a mediator within 5 business days. They contact you and a "room" is created where the two of you can hash it out. The mediator will discuss with both of you where you determine a compromise.

[#7]

Yes, I filed it. At least I did what was described in order to file. That's why I need to speak to someone in person, to see if everything is done correctly.

[#8]

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Marina M wrote:

Yes, I filed it. At least I did what was described in order to file. That's why I need to speak to someone in person, to see if everything is done correctly.

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You should have gotten an email to confirm. It's a three day holiday so if you filed yesterday, there is a good chance that you won't hear from someone until Friday, maybe even Monday the following week. My experience is that it's like 2-3 days.