UPDATE: As everyone can see, Freelancer has replied to my review on this website. My support tickets, however, still go unanswered, although the rep apparently had the time to check the ticket number and confirm that it exists. My ticket was submitted on the 30th of April, so that is almost 2 weeks now that I've been waiting for a reply. What else do you need to know of a company, other than that their representatives give more importance to replying to bad reviews on other websites, than actually taking care of customer service on their own website?
After updating my review and sending a private message to the rep asking for them to actually look at my ticket, I received a reply - only to my original query. The CS rep that replied to me completely ignored my second message (and problem), and just marked my ticket as completed. I had to manually open it again to be able to reply to her and aks her to read my other messages as well!
The word that comes to mind is "underwhelmed".
I was awarded two projects on Freelancer.com during the same week - one for an hourly contract and one for a fixed-price contract. Having been burned by scammers previously, I was smart about my payments this time and had the client deposit the payment in as a milestone. I completed my work and sent the files to him, after which he gave me additional work. I was overjoyed! I created an invoice for the amount equal to the extra work and sent it to him, which he promptly paid. Much to both of our surprise, what happened is that the paid invoice absorbed the milestone into it, and only charged the client for the amount that went over what he had initially deposited. This made for a very uncomfortable moment when I had to ask the client to verify if this is what actually happened, and basically had to ask him to repay something we both had thought he had already put into escrow!
On an hourly contract, things got even more bizarre. I was hired for a very short job, so the client deposited only an hour's worth of money to give me a sense of security. I did the work using the time tracker (which is now required), and after completing my work - which took 1 hour and 42 minutes - I received an immediate automated e-mail telling me how many hours I had worked so far that week and what they were worth. The e-mail stated showed an accurate amount and also told me that an invoice would be automatically generated and sent to the client on this and this day. Alright, cool. Much to my surprise, however, the automatically created invoice did not actually bill the client according to my real-time worked hours (like it said in the e-mail), it had billed him a flat hour - even though my actual working time was written on the invoice, just like an afterthought. "Worked hours 1.42, billed hours 1." Why? The client's already paid my invoice and left me stellar feedback, so asking him to pay the rest is another awkward situation I really wish I didn't have to be in. On top of this all, I sent an e-mail to support about this over a week ago, and the only thing I've received back is "we will be in touch in 24 hours"!
When you combine this with the fact that I keep getting invites to apply to jobs that specify a budget which is 1/3 of the rate written on my profile, the fact that Freelancer sends you tons of spam that clogs up your e-mail, and the fact that there is now a minimum charge for each project you are granted (which is charged immediately after you land the project, by the way - and thus forces you to require the client to release 10% of funds immediately just so your account doesn't go to minus from the project fee), making projects with a budget of under 50 dollars a complete waste of time when all things are considered, Freelancer has just become an absolute garbage website. I'm very disappointed.