Asked for an escrow refund and got a new charge

[8b0785a1]

A freelancer was unable to finish the job and agreed to give me a full escrow refund. I received a message from Upwork saying that the refund was issued. The refund is listed in my transaction history. My original payment method was credit card with PayPal.

The problem is that when the refund was issued, Upwork made a second charge on my credit card (without my consent) of a similar value. The second charge was refunded/canceled in the same day, but the first/original charge wasn't refunded (which means, in the end, that no refunds were given at all).

It has been 3 days since the "refund". Upwork's automated chat was useless and I can't find a way to contact an Upwork's support team member. How should I proceed?

[LuiggiR]

Hi Gabriel,

Thank you for bringing this to our attention. I see that you've recently raised a support ticket regarding your concern. As soon as the next available agent gets your ticket in their queue, they'll contact you to assist you further.