A very long wait for a response from the Trust & Safety team.

[#1]

Hello!

I have the following situation, could you please help me?

About three weeks ago, I received a ticket from the Trust & Safety team stating that my account had violated certain community rules (I can go into more details if needed) and was temporarily suspended pending an investigation.

A few hours after receiving the ticket, I replied to the team, telling them what had happened, but there was no response. A few days later, I wrote to the dispute chat again, asking if there were any updates on the situation and that I could provide additional information if needed, but again there was no response. The status of this ticket still remains open.

I had not faced similar situations before, so when I noticed that I could continue to submit proposals, take contracts and communicate with clients, I decided to continue working. However, a few days ago I noticed that I could not withdraw funds from my account due to suspension. I found an article on this topic in the Help and Support section that said I can file an appeal, which I did, once again describing to the team what had happened, but in even more details. The article says it will take up to 48 hours for the team to process the appeal, at this point I'm waiting almost 60 hours.

Please tell me, is it normal that I am waiting so long for a reply? I am not talking only about the appeal, but also about the ticket that has been open for three weeks.

Thank you, I am waiting for your reply!

Oleksandr

[#2]

Hi Oleksandr,

I'm sorry to hear about your experience. I can see that you opened a support ticket regarding this issue.  I reached out to the team assigned to your ticket and they will reach out to assist you further. You can access your support tickets here.

[#3]

Hello AJ,

Thank you for help! I am waiting for a response from the team.

[#4]

Still no reply. How much longer do I have to wait?

[#5]

Upwork team, please help me. At the moment, I have been waiting for an answer to the appeal for almost 5 days, the answer to another ticket has not come for the 23rd day. This situation affects my business a lot and I do not understand why there is such a delay, because it was indicated that the appeal would be considered within 48 hours.

Thank you,
Oleksandr

[#6 · Accepted solution]

Hi Oleksandr,

Thank you for your message. I am sorry to hear about your experience. I see that one of our team members has already responded to your appeal ticket and reached out to the team handling your other support ticket. I will follow up with the team as well to expedite a response to your support ticket. 

Thank you,

Pradeep

[#7]

Hello Pradeep,

Thank you for your reply. Yes indeed, an hour after my last message here, I got a reply from support, but the issue is still not resolved. I am awaiting a response from my agent.

Thank you,
Oleksandr