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Freelancer.com is destroying my life (medium.com)

submitted by dustinls

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[–]mattbarrie -588 ポイント-587 ポイント

Hello

I am the Chief Executive Officer of Freelancer.com and I have personally investigated this situation.

While I sympathise with Dustin's situation, he has failed to complete our Know Your Customer (KYC) process, which involves the provision of bona fide photo identification. We take the security of our marketplace and the protection of our users very seriously and have robust checks and balances in our anti-fraud procedures.

I have looked at all the details for this case, and our support team have done exactly the right thing in this instance.

We have decided to refund all funds associated with the project back to the employer's credit card (who is also located nearby in New York) as well as all fees associated with this. The employer has been called and informed that he will need to pay Dustin directly.

We will also be investigating the nature of this project further.

Thank you also to those of you that took the time to email me to bring this personally to my attention. My email address is matt@freelancer.com and I am happy to receive emails about any issue, even if it is to just drop me a note saying hello.

Regards Matt

EDIT: Let me add that we accept driver's licenses as identification: http://www.freelancer.com/news/articles-verification-309.html

[–]expungeegnupxe 375 ポイント376 ポイント

You literally just did what the entire article said Freelancer.com was doing to him. Say absolutely nothing and not help him at all. He said he has submitted the proper drivers licence information multiple times only to have it rejected. How hard is it to look at an image of a local state ID and add it to your database?

I wonder how often this happens to your freelancers? It has to happen more than this.

[–]samplebitch 68 ポイント69 ポイント

Funny that this guy's first reddit post is a complaint against Intel for not paying him when they bought a company he founded.

[–]SmokeyHamster 33 ポイント34 ポイント

He must not have had a valid form of photo ID...

[–]NoOscarForLeoD 30 ポイント31 ポイント

Reddit should have forced /u/mattbarrie to submit a driver's license before he can post any comments.

[–]puterTDI 4 ポイント5 ポイント

and then reject it and say he needs to submit a passport.

[–]iwantamaninsideme -2 ポイント-1 ポイント

How do you know /u/dustinls actually submitted a valid form of identification? Did he post a photo of his identification anywhere? Why do you just take his word over /u/mattbarrie?

[–]Diogee -1 ポイント0 ポイント

Why not? If you are going to pick a side, might as well pick the underdog.

[–]iwantamaninsideme 1 ポイント2 ポイント

No one should be picking sides, people should be looking for facts.

[–]teslatitan 2 ポイント3 ポイント

This is why I tell all my freelance friends and clients to stay away from freelancer.com

[–]ashleyporciuncula 6 ポイント7 ポイント

To be fair, he still has to uphold data privacy, so he can't say much on a public forum. A "we are calling OP on the phone" would have been wise though. I sure hope that the client comes through for OP on this one and pays independently.

[–]drgnwarrior 73 ポイント74 ポイント

The fact that Dustin's driver's license was rejected is now painfully public. I think a "Dustin's Identification was rejected because..." citing a reason along the lines of "it is in-fact expired," or "the scan is too blury to read," or "the address/identifying information is inconsistent with the data in his profile" is appropriate in this case. Those responses don't release any identifiable information and would do a lot to explain what's going on here and why the support team acted correctly in his eyes.

Barring that, a profuse apology and notification that his ID has now been accepted is the other acceptable response. Anything else leaves Freelancer.com with egg on their face.

[–]hlabarka 9 ポイント10 ポイント

The damage is already done. Even if you ignore the actual event and how they responded, the CEO has now come on reddit as if he didnt know how Internet works and not understanding what would happen if he posted bullshit corporate response. It will make people consider- if the CEO isnt familiar with the Internet, is this really the company I can trust with my livelyhood?

[–]ToughActinInaction 2 ポイント3 ポイント

I know I will not. I am a freelancer but I have not used their site and I will not.

[–]Vacation_Flu 30 ポイント31 ポイント

If this blog post is to be believed, privacy and confidentiality issues haven't stopped them from publicly giving out customer information before.

[–]cc81 6 ポイント7 ポイント

Maybe they have changed their policy because of that

[–]ChaimS 5 ポイント6 ポイント

No. Even after I have sent a mail letter to their attorney, they have been doing it again. That's not a policy, but pure malice. You can contact me privately - can show all the evidence.

[–]sixstringartist 0 ポイント1 ポイント

Even if he was doing something incorrectly, how fucking hard is it to be clear about what is not compliant?

[–]UnusualOx 85 ポイント86 ポイント

  • You claim to accept a driver's license, but the issue in this case seems to be that a driver's license wasn't accepted. Not a good enough explanation was offered by you.

  • The guy illustrated a pretty crappy customer service experience that also wasn't addressed. This is Google level customer service - you should be ashamed.

  • Why would you refund the employer in this case for a completed project? Hopefully the employer doesn't screw over the person and this desperate guy actually gets paid, but there's a possibility that he won't get paid.

  • After this goes around the blogosphere, do you expect any reputable and quality developer to want to risk getting the run-around from your company?

  • Looking over your posting history, if I understand this correctly, you recently submitted a post to Intel's CEO where you claim to have been bullied by them and not given payment that was actually due.

http://www.reddit.com/r/IAmA/comments/1ycs5l/hi_reddit_im_brian_krzanich_ceo_of_intel_ask_me/cfjse8e?context=3

If you've been on the receiving end of a company being a complete jerk to you, how can you go and do that to other people?

  • I realize that you're trying to do your PR spin here, but honestly, this only seems to raise more questions about you and your company's conduct.

[–]MonsieurJongleur 2 ポイント3 ポイント

You claim to accept a driver's license, but the issue in this case seems to be that a driver's license wasn't accepted. Not a good enough explanation was offered by you.

This is really the crux of the issue for me. What a shitheel. I guess it takes balls to come into reddit and bullshit right in front of everyone.

[–]swefpelego 116 ポイント117 ポイント

What a canned response. You just said you accept driver's licenses but you've been given a driver's license numerous times and your support team has repeatedly rejected it, yet you somehow insist that they've done exactly the right thing, but they've rejected the driver's license!!! This whole situation paints the company in a very poor light.

[–]DasWood 82 ポイント83 ポイント

Please provide a drivers license.

We don't accept drivers licenses. Please provide a passport.

Passport rejected, please provide a drivers license.

How much do you want to bet it is all a scam to collect interest on the float?

[–]swefpelego 50 ポイント51 ポイント

It probably is. The shittiest part is that Matt Barrie's net worth is around 185 million dollars and his response is basically a big fuck you to someone who sounds like they really need the money.

It makes no sense. The employer paid the money and wants OP to receive it, OP showed valid ID (literally said to be valid by the CEO), yet this millionaire CEO's response is that they acted as they were supposed to and then ordered the money returned to the employer. It's just sooooo shitty... I haven't seen something so idiotic and damaging to a company's reputation in a long time.

[–]damontoo -3 ポイント-2 ポイント

The CEO never said it was valid. He said they refunded the money and will be investigating the project further. They could suspect money laundering or something.

[–]swefpelego 9 ポイント10 ポイント

I'm assuming OP isn't a money laundering criminal and was referring to the CEO saying driver's licenses are a valid form of ID.

[–]cardevitoraphicticia 10 ポイント11 ポイント

No, no. Interest rates are too low. It is more likely they've actually spent some of the money in escrow on salaries or business expenses, and are cash short.

[–]damontoo 5 ポイント6 ポイント

Do you have any idea how much money is in escrow at any period of time? They don't need a few grand to keep the lights on. And if they did this wouldn't be how it happened.

[–]DasWood 3 ポイント4 ポイント

If you are holding, say, 5 million as an 'escrow' service. And you get a vield of .2% per month, that is 10 thousand bucks. That paying your entire indian support department at that rate.

[–]GoatBased 0 ポイント1 ポイント

So you risk pissing off every single person who uses your site to make $10k per month off of $5m? That doesn't seem likely to me. My guess is that their customer support is retarded and overly bureaucratic.

[–]windfisher 58 ポイント59 ポイント

Based simply on the customer service treatment given to this guy, all the BS that was told to him, and not paying him, I would never use Freelancer, ever. Further, why didn't you just allow the payment to go through to him, especially now? Terrible, unimpressive.

[–]izzalion 11 ポイント12 ポイント

I'm not sure they really care about losing out on a user base who expects fair bids and reasonable treatment from clients, though. It's probably cheaper for them to waste less time on customer service and just have desperate workers from poor economies flooding the site.

[–]xenarthran_salesman 76 ポイント77 ポイント

Can you elaborate as to why his drivers license was not accepted? You claim to accept them, he claims to have sent it. What is the disconnect here?

[–]WJKay 94 ポイント95 ポイント

Good on you for responding. You have said much without saying anything. Here are some genuine questions:

Why would you refund back to the employer?

Can you elaborate as to how he has failed to complete KYC? In what way did the images fail to meet the requirements?

Edit: Also why would your support team reply with two conflicting statements if they have done everything correctly?

Cheers

[–]nightlily 5 ポイント6 ポイント

Honestly, every company will leave details out if they are confronted in a public forum because there are privacy laws and they have to protect themselves.

[–]ChaimS 10 ポイント11 ポイント

Could you possibly tell me what privacy laws are you referring to?

http://getahindu.blogspot.com/2012/11/freelancercom-privacy-policy-and.html

[–]borgus 2 ポイント3 ポイント

Privacy laws or not, a company should never discuss problems like these with specifics. It's bad for business, but more importantly, it's just not fair to the parties involved. It's ethics.

[–]GoatBased 2 ポイント3 ポイント

I think it's perfectly reasonable to discuss the details mentioned on the medium.com blog post. They are well within their rights to address problems raised in a public forum.

[–]ChaimS 0 ポイント1 ポイント

That's cute... tell me about their ethics.

http://getahindu.blogspot.com/2012/12/insults-injuries-statements.html

[–]dustinls[S] 36 ポイント37 ポイント

You refunded everything EXCEPT the $ 1,000.00 you charged me for the project...

[–]rlee0001 6 ポイント7 ポイント

Wait. They charged YOU for the project? That makes no sense. Why would they charge you? You're the developer. Did you mean to say they didn't refund the $1000 that they charged the client for the project?

[–]dustinls[S] 10 ポイント11 ポイント

No they charged me $1000.00 when I was awarded the project. I didn't have payment information on file so the freelancer account was -$1000.00 until the first milestone payment.

[–]rlee0001 5 ポイント6 ポイント

I did Rent-A-Coder way back in the day, and was never charged any money to accept a project. I wouldn't have paid it. Sounds a little too nigerian scammy to me.

[–]momslatin_dadsasian 3 ポイント4 ポイント

Basically, this is how it works. If you accept a project for $1000, and freelancer's commission is 10%, aka $100, then as soon as you hit accept on the project, $100 is subtracted from your account balance on freelancer. If you had $0, now you have -$100. When the client releases $1000, you then get $900 in your account.

I agree that it would be better if they only charged you directly from what the client releases, rather than charging up front. But, its not the end of the world, and its certainly not nigerian scammy in any way.

[–]Choralone 3 ポイント4 ポイント

So you paid that? Or is it just a number in their system.

[–]dustinls[S] 6 ポイント7 ポイント

I paid it. It came out of the very first milestone payment (still waiting on that wire to arrive).

[–]rickbdotcom 1 ポイント2 ポイント

Man, sorry to hear about your problems with freelancer, that's totally shitty they had no problem taking your money to accept the project but won't let you have the money the client paid you until you jump through their hoops. At the very least they should have made you jump through those hoops before you could even accept a project. I've been using them for about 4 years and a few hundred thousand in billings, and luckily have never had any problem, thank god. I don't think I ever had to go through that verification process either.

I do have a question though, freelancer charged you $1000 when you accepted the project, so I assume that means you weren't a paid member so they took 10% of the project amount? This is moot now, of course, since you'll never use them again, but why didn't you at least pay for membership plan to lower their fee to just 3%? That would have saved you a few hundred in fees. They also now automatically add the fee to the bid amount so you could have had the client pay that.

And I will say they do seem to have gone down hill a bit since I first joined with a lot of the changes they've made to the website, their policies, client rankings, and how the projects work over the past 4 years. Although, at least in my experience I haven't found a better freelance site.

[–]mr_natrix 2 ポイント3 ポイント

This is really weird, form a personal experience I've been freelancing on oDesk.com, and I'm not affiliated with them what so ever.

But payments only go one way on oDesk (client -> site -> contractor) they take their share, and you get your money in 10 days no matter what is your verification status is.

Have you tried sites other than freelancer.com ?

[–]momslatin_dadsasian 0 ポイント1 ポイント

You should try emailing him, I doubt if he'll check it here.

[–]mallorywilkerson 65 ポイント66 ポイント

I won't be using your site. All the programmers I know will be warned about your unscrupulous practices.

[–]amoliski 26 ポイント27 ポイント

I just sent a support ticket asking for my account to be closed with a link to the post.

[–]jefffrey32 22 ポイント23 ポイント

Please supply a valid ID to close your account.

[–]akatherder 13 ポイント14 ポイント

Thank you for your valid ID. Now please provide your passport.

[–]amoliski 4 ポイント5 ポイント

I'm sorry, your passport isn't a valid ID. Please scan your passport and send it to us.

[–]rapture_survivor 1 ポイント2 ポイント

keep the copy, and send your driver's licence as well. scan it if you wish.

[–]space_dolphins 2 ポイント3 ポイント

type in your social security number, and the last 7 places you lived

We also need to know your mother's maiden name

[–]Vacation_Flu 62 ポイント63 ポイント

Dear <company representative name here>

This is to inform you that your form or canned response has been received and read. As a result, your company now finds itself on the cusp of a brewing social media PR nightmare. It is suggested that you immediately cease all social media activity company-wide until you have a solid response plan. Ideally, this response will:

  • Include a convincing, specific apology to all involved (eg: no "we're sorry you're upset" non-apologies, as that will just make things worse for you)
  • Be mindful of the fact that your company is now seen in a very bad light
  • Take full responsibility for the initial mess
  • Promise to set things right with the specific customer or customers involved
  • Include an outline of what you will do to prevent this situation from ever happening again

Please note, this is not exhaustive list. Also note that companies larger than yours have shut down because of poor responses to PR disasters.

Thank you,

Vacation_flu

[–]Bratmon 1 ポイント2 ポイント

Is this copypasta? Because it should be.

[–]Vacation_Flu 0 ポイント1 ポイント

It wasn't, but I guess it will be now.

[–]rjchau 1 ポイント2 ポイント

This is to inform you that your form or canned response has been received and has not been read. As a result, your company now finds itself on the cusp of in the middle of a brewing social media PR nightmare. It is suggested that you immediately cease all social media activity company-wide until you have a solid response plan.

FTFY

[–]kagehoshi 27 ポイント28 ポイント

EDIT: Let me add that we accept driver's licenses as identification

Which Dustin has submitted a ton of times. If this matt "CEO" really "personally investigated" the situation, then either his brain is defective, or he is a fraud.

[–]shillbert 15 ポイント16 ポイント

Devil's advocate: there might also be something else Dustin did wrong that the company can't say on Reddit for privacy reasons, so they're hinting that the driver's license was not the issue (and they're investigating the project?)

It's still a ridiculous message coming from a CEO, but I try not to automatically side with the "victim" in these kinds of stories (especially when they're emotionally loaded with stories about mortgages). But Freelancer support does look very bad with all those screenshots of basically the same message about the license over and over again. It's very strange either way and I hope we find out the truth.

Edit: at this point, I do believe Freelancer has shady practices regarding payment due to other evidence

[–]PaintItPurple 2 ポイント3 ポイント

My hunch is that Freelancer is kinda like Paypal, where they attract the scum of the earth and are besieged by shysters, and in order to survive they had to build up an extremely vigorous corporate immune system. But like an allergy, this corporate immune system frequently attacks false targets and ends up causing harm itself. It is hard to distinguish cases like that from actual malice, because both are intentional and driven by self-interest, so it looks shady even if it's just a well-intentioned plan executed negligently.

[–]alvarkresh 22 ポイント23 ポイント

Given the level of nitpickery on the part of the employee who was going back and forth with the developer in question I can only conclude that your company purposely uses onerous procedures to avoid having to actually pay people.

[–]pulkit24 6 ポイント7 ポイント

Perhaps that's part of their shitty business model.

[–]thbt101 22 ポイント23 ポイント

I have looked at all the details for this case, and our support team have done exactly the right thing in this instance.

This isn't helping make Freelancer look any better. If the Dustin's article is accurate, Freelancer was sending him conflicting, confusing, and nonsensical replies that apparently were just canned responses. My guess is they're using underpaid overseas support people who don't know enough English to understand what he was actually saying or to be able to reply like a human being. He has good reason to be frustrated. (Although I will concede that part of Dustin's problem was that he wanted everything to happen immediately, but still, the nonsensical, canned and incomplete answers he received from Freelancer aren't acceptable.)

Clearly Freelancer's support team screwed up in this case and the company is going to have to start taking responsibility and making changes if they want to save their reputation.

[–]doxob 90 ポイント91 ポイント

Hi Matt,

Are you looking into hiring a PR company? We do crisis management pretty well. Hit me up.

[–]Mechakoopa 109 ポイント110 ポイント

Good luck getting paid.

[–]doxob 86 ポイント87 ポイント

but...but, i submitted my driver's license.

[–]Fat_Dumb_Americans 10 ポイント11 ポイント

He cancelled it, and sent it back to the DoT.

[–]akatherder 8 ポイント9 ポイント

Thank you for your driver's license. Please provide your passport.

BTW, we do accept driver's license as proof of identity.

wat

[–]rabidbob 1 ポイント2 ポイント

Genuinely curious, assuming this is real and note a joke; when your company is engaged to handle a PR crisis and that crisis is because of mismanagement, bad policy, or something else that the company messed up, do things change internally for the companies, generally, or is it just business as usual?

tl;dr Do companies pro-actively do stuff to not piss people off in future after they've sucked the kumara?

[–]ExpertNewb 32 ポイント33 ポイント

Your company is a scam and I am sure you know it.

You do not require verification or anything when the user first registers or starts bidding. You only do so when the user has a considerable amount of money. Then you try your best to not give that money to the user.

When you did that to me, I got my money by submitting document after document because you kept pointing out bullshit reasons.

Then you tried to seize my money for trying to withdraw to another Paypal account.

I refuse to use your bullshit service. Scriptlance was much better compared to your crap. But now you bought it and shut it down.

[–]eketros 16 ポイント17 ポイント

I have looked at all the details for this case, and our support team have done exactly the right thing in this instance.

Was the blog post of the customer service messages actually accurate, or did it leave out some of the customer service posts or just completely falsify them? Because if the post was accurate, I have no idea how or why you think that constitutes the right way for customer service to be handled. The responses provided absolutely NO INFORMATION about what OP did wrong and what he would need to do to properly verify his identity. To say that is the correct way to handle the situation is fucking ridiculous.

[–]the_third_guy 14 ポイント15 ポイント

Thank you for this reply, being an experienced dev just starting out freelancing I now have a new site to add to my "no fucking chance" list.

[–]lolsteamroller 15 ポイント16 ポイント

I'll spread a word about this shitty place. This response is terrible.

Happy to receive e-mails? Really? Just drop me a note saying hello? Really?

[–]I_pee_in_coke 13 ポイント14 ポイント

I have looked at all the details for this case, and our support team have done exactly the right thing in this instance.

Then you and your support team must be fucking retarded. Did you even read the article?

[–]bgog 14 ポイント15 ポイント

Hi Matt, It is good that you replied. However you didn't address that he did send multiple scanned copies of the DL.

Looks also like you've been treated this way and don't like it. Care to explain why it's ok for you to do other but not for Intel to do to you?

Below is a post you made some time back.

Brian, four months ago Intel bought a company I founded 13 years ago (Sensory Networks, Inc.). However even though the transaction has completed and 100% of the shares obtained, Intel is refusing to pay the original founders and minority common shareholders who have long since left the company even though they are legally entitled to payment now. Intel's position is that minority common shareholders that are subject to a drag along will never, ever get paid unless they roll over and sign whatever Intel puts in front of them. Is it Intel standard practice to bully minority shareholders in this fashion?

http://www.reddit.com/r/IAmA/comments/1ycs5l/hi_reddit_im_brian_krzanich_ceo_of_intel_ask_me/cfjse8e

[–]snissn[M] 19 ポイント20 ポイント

Can you please reach out to OP directly if you haven't and make this good? I think what you really need is to make your top priority making sure that he gets his money, if that means personally verifying his information himself. Reschedule your meetings today and focus on this issue. Spend your entire efforts this week on revamping your customer relationship process. Use this as an opportunity to do better.

[–]elmer_the_arse 9 ポイント10 ポイント

…a reply from authority dressing 'because I say so' in nicely dressed PR.

Matt, the listening guy.

[–]hardMarble 9 ポイント10 ポイント

You're a piece of human shit

[–]eltransitorio 36 ポイント37 ポイント

Also, this 'We will also be investigating the nature of this project further.' part sounds fishy. Is this some kind of threat to Dusting for pressing the issue?

If all the problem is that he failed to finish a process of identification, wouldn't be much more sensible to help him finish that process, maybe contacting him personally, than warning him that you will investigate the project?

If you guys just decided to refund his money as a way to get rid of Dustin without fixing the issues with your customer support, you are showing a very arrogant attitude.

Most of the outrage generated by in this thread has more to do with the fact that your customer service failed to properly adress the issue from the beginning, limiting themselves to use standard messages that fixed nothing. I think that's the most interesting thing in this thread, and not the 'nature of this project'.

[–]thechao 8 ポイント9 ポイント

You run a scam; the top hit on Google is your company doing the same damn thing to another person.

[–]anag0 6 ポイント7 ポイント

If Dustin's article is true, then this is just another BS. Based on the evidence he provided in his blog post, I would never use freelancer.com. I myself provide customer support for my clients, I have handled over 5000 support tickets besides development in 3 years. The way you treat your customers is below crap - completely undetailed responses full of pre-defined bullshit from possible unprofessionals.

[–]iownacat 6 ポイント7 ポイント

This is why only stupid people use freelancer for any length of time. Ive been doing this full time for about 6 years now and your site is without a doubt the absolute worst.

[–]aytch 6 ポイント7 ポイント

You're a walking stereotype of the douchebag executive. You do realize that, yeah?

[–]gcodes 13 ポイント14 ポイント

This is disgraceful. You're holding this guy's hard earned money for how many weeks now and giving him the run around? The guy is nearly bankrupt, about to live on the street and you turn all his money back to the client? The client already agreed to pay it to the developer. You should pay the interest earned on that money as well seeing you've been holding it for longer than necessary with your bureaucratic bs.

Meanwhile someone with some money could send you some manure to your real address. I think this is the site.

[–][deleted]

[deleted]

    [–]Aeze 5 ポイント6 ポイント

    well that escalated quickly...

    [–]gronkkk 6 ポイント7 ポイント

    Oooh, you wrote 'twats'. That's nor perfessional! You shouldn't call a scumbag a scumbag!

    [–]ronin-baka 5 ポイント6 ポイント

    17 words before that he said cunts.

    [–]rw_ 2 ポイント3 ポイント

    Only six words before you said it!

    [–]deverdev 3 ポイント4 ポイント

    Yes it is. Professionalism require that you call things what they really are, and not use some euphemisms. That's what lawyers do. Software engineering professions should call Freelance CEO a cunt, twat or whatever he thinks he really is, while Professional lawyers may use different terms.

    [–]ianufyrebird 13 ポイント14 ポイント

    You. DENSE MOTHERFUCKER.

    Let me reiterate.

    YOU. DENSE. MOTHERFUCKER. DRIVER'S LICENSE. VALID IDENTIFICATION. FUCK YOU.

    I once considered using Freelancer. FUCK THIS SHIT. Fuck everything about this shit.

    [–]johnnykarmaseed 5 ポイント6 ポイント

    This is how you go out of business

    [–]duckalors 6 ポイント7 ポイント

    You've made it worse - by failing to address the issue (refusal of driving license, despite claiming that driving licenses are adequate ID).

    You've damaged your business further by failing to answer such a simple question. Embarrassing.

    Now your poor assistant is going to have to filter 5000 emails to your address pointing out what an idiot you have been. Good job.

    [–]CosmoKram3r 6 ポイント7 ポイント

    Now I know which site I shouldn't be using to freelance. Your company done goofin' up big time mate.

    [–]toastedjelly_ 4 ポイント5 ポイント

    ANNNNNNND I'm going to go ahead and withdraw the couple bids I had just placed this morning...

    [–]emperor000 3 ポイント4 ポイント

    EDIT: Let me add that we accept driver's licenses as identification: http://www.freelancer.com/news/articles-verification-309.html

    If you do, then why did this guy have so much trouble? The first time "KYC" is mentioned in the exchange is after 3 days of exchange. Even if it was mentioned earlier and "Dustin" left it out, the responses coming back from your company keep focusing on the ID not being valid. You say you accept them, but the messages sent to him over and over focused on the ID not being a valid form of identification.

    Your support team did not do exactly the right thing in this case. Maybe "Dustin" didn't either, but that is no excuse for your company.

    [–]mschaef 3 ポイント4 ポイント

    I think it says a lot about your business model that they very best thing you've done in this process is to remove yourself from it.

    If there's one thing I know about running a business, it's that you don't mess with payroll, which is exactly what you've done to Dustin. At the very least, there ought to be a process in place that prevents work from taking place until all of the identity requirements have been fully satisfied.

    [–][deleted]

    [deleted]

      [–]rudeluv 6 ポイント7 ポイント

      "You must submit a valid form of resume through our Know Your CEO Verification Center."

      [–]camusdrop 3 ポイント4 ポイント

      I dont understand... you couldnt just call the client? what was the problem with the KYC? this is pathetic.

      [–]dougrathbone 3 ポイント4 ポイント

      "let me add that we accept drivers licenses as identification " just not this guys. 3 or 4 times.... What a useless response.

      [–]Aeze 3 ポイント4 ポイント

      I hope you recognize you haven't addressed anything, right?

      You've quickly convinced me never to use Freelancer.com.

      [–]nomadic_now 3 ポイント4 ポイント

      'bona fide' tells it all.

      [–]kodemage 3 ポイント4 ポイント

      he has failed to complete our Know Your Customer (KYC) process

      This appears to be a lie.

      [–]kemps_ 6 ポイント7 ポイント

      A "bona fide" photo identification? Did you write this post in a white suit and bow tie?

      [–]wraith313 4 ポイント5 ポイント

      Nice reply I guess. But you just covered your ass and erased it all as if nothing happened. Any explanation for why your team wouldn't accept his identification?

      [–]mizipzor 2 ポイント3 ポイント

      I consider it fruitless to point out your mistakes. I just want you to know that here is another programmer that you've managed to upset.

      I've never seen, heard of or used your site. But if I, or anyone in my circles, ever come across it a bell will ring and this is what I'll remember.

      [–]idiot_with_a_gun 2 ポイント3 ポイント

      I was going to think of using Freelancer.com, but seeing what a bullshit political response you have given has scared me off.

      [–]SikhGamer 2 ポイント3 ポイント

      Congratulations on missing the point entirely. Many of us here are go to people for all things tech/web. I can safely say I won't be pointing them in your direction.

      [–]sphanley 2 ポイント3 ポイント

      ... Do you know what words mean? If you accept driver's licenses, why was Dustin's license repeatedly rejected and no information provided to him as to what was wrong with it? With this post you've absolutely, 100% confirmed that this level of awful and ethically deplorable customer service is par for the course with your company, so thanks for being honest at least I guess?

      [–]Workaphobia 2 ポイント3 ポイント

      Hello. Here is an example of how a good CEO talks to the public. Notice how he shows respect for his customers by addressing substantive concerns and displaying frank honesty.

      In contrast, your reply does nothing to rebut any of the allegations against your company. Indeed, it ignores them entirely, which strongly suggests indifference or active malevolence on your part.

      [–]TheCoov 2 ポイント3 ポイント

      Freelancer.com support: make it public that you are investigating, does nothing in reality. how you are perceived is far more important than actually resolving the underlying issue, backfires completely. who the fuck wants to work with freelancer.com or any of these goon commodity coding sites?

      [–]exoxe 2 ポイント3 ポイント

      You accept drivers licenses as verification? Sure ya do.

      [–]manys 1 ポイント2 ポイント

      Absolutely they do, except when they don't.

      [–]Daniel15 2 ポイント3 ポイント

      Why is it easier to open a bank account or get a credit card than verify identity on your site? That seems ridiculous.

      [–]hawaiianshirtday2 2 ポイント3 ポイント

      This response is embarrassing. How can you not understand the situation. HE GAVE YOU A DRIVERS LICENSE. I will NEVER be using your shitty service.

      [–]GeorgeForemanGrillz 1 ポイント2 ポイント

      Now I know to tell all my colleagues to stay away from Freelancer.com

      What a bunch of scumbags. KYC only applies to banks. If you guys want real verification you would be asking them to file an I9 with you.

      [–]TiltedPlacitan 1 ポイント2 ポイント

      You sound like a piece of shit scammer.

      [–]Daegs 1 ポイント2 ポイント

      Fuck you, you corporate piece of shit.

      [–]okamzikprosim 1 ポイント2 ポイント

      You accept driver's licenses as identification, yet you rejected his DMV issued identification? You make no sense.

      [–]epic93 1 ポイント2 ポイント

      Hahahaaaaa

      You fucked up, buddy.

      [–]parlezmoose 1 ポイント2 ポイント

      I have looked at all the details for this case, and our support team have done exactly the right thing in this instance.

      Ok but why? Not saying you are wrong but you've added no information to what was in the original post.

      [–]8eautifulNightmare 1 ポイント2 ポイント

      What the fuck. Is that all you can say, honestly? You're holding a man's livelihood hostage and all you can do is give a bullshit canned response.

      You are shitting all over your business's reputation and, as a young programmer considering contact work in the future I will NOT be considering your site until you no longer have a presence in that company. I, as many others will be sure to advise that your service is avoided at all costs. I've dealt with the same bullshit albeit from Amazon and Paypal and you know what, fuck you.

      Fuck you and everyone like you. You sit comfortably on your pile of money while the rest of us starve and struggle to get out foots in the fucking door because you're too damn lazy to lift a finger. Well I'm not.

      Again, from yours truly.

      Fuck. You.

      [–]AnonymousRev 8 ポイント9 ポイント

      This is why you dont have quality dev's on Freelancer. sane people wouldnt put up with this crap.

      this aml kyc is the biggest bain on getting devolping markets and the unbanked invloded in global commerce.

      Bitcoin is going change all this.

      Allow a dev to make an account without so much as giving you an email address; get paid in bitcoin. And you will knock out all the middle man and be ahead of the curve in allowing unfetterd commerce.

      This will be how things will run eventually anyway. The idea you can prove idenity online is a complete farce. and all the payment systems built on this are going to continue to fail.

      [–]dozniak 2 ポイント3 ポイント

      Bitcoins won't help as there's no efficient escrow implementation yet.

      Will have to go through the 3rd-party site anyway.

      [–]AnonymousRev 0 ポイント1 ポイント

      Freelancer is the escrow. If freelancer paid out bitcoin to devs you could do so without any banks aml or collecting personal info.

      [–]hightiedye 1 ポイント2 ポイント

      As someone who is about to get into freelance work, I would like to let you know that this situation ensures that I never use your company.

      [–]runvnc 0 ポイント1 ポイント

      IF YOU ACCEPT DRIVER'S LICENSES THEN WHY DIDN'T YOU ACCEPT HIS DRIVERS LICENSE AFTER HE SUBMITTED IT MULTIPLE TIMES?

      I expect a class action suit will be filed concerning all of the incidences of payment delays.

      Your amazingly ignorant response is exhibit one. He absolutely submitted a driver's license, very clearly stated so, and you absolutely did not acknowledge that or give a reason why it was not accepted.

      Obviously you are lying or trying to cover something up.

      [–]totes_meta_bot 0 ポイント1 ポイント

      This thread has been linked to from elsewhere on reddit.

      I am a bot. Comments? Complaints? Message me here. I don't read PMs!

      [–]yesman_85 0 ポイント1 ポイント

      This is hysterical, I worked with Freelancer.com before and NEVER anymore, what a big group of scammers you are. Please provide a photocopy of a valid non US passport before you are allowed on the internet again.

      [–]BrendanEichsGayLOVER -4 ポイント-3 ポイント

      This cunt can't elaborate on anything because he's too busy sucking the devils DICK.

      addendum:

      1 CEO 1 CUP