HELP Upwork took my money

[#1]

I cancelled a contract several weeks back because the freelancer did not meet the deadline. Upwork said I would be refunded but I have not yet received anything and it's been 12 business days. The freelancer disputed it and it says the outcome was; After reviewing a dispute submitted by Sania for this contract, we resolved it by refunding $10.00 in escrow to your account as a one-time courtesy. You’ll receive your refund within 1 business day.

but I haven't received anything? How is the freelancer allowed to dispute it when they clearly did not meet the deadline. Why would upwork pay them when they did not meet the terms of the contract? Now I've been trying for hours to speak to someone with no luck. This company is an absolute joke and offers zero security for clients. 

My money is gone and I've got nothing in return for it.

[#2]

Hello Emma,

I have converted your post to a support ticket to give it the attention it deserves. One of our agents will contact you shortly to provide the help you need. I also encourage you to share more information about your concern on your ticket. You can access your ticket on this page.