WingspanReviews of wingspan.app

Response from WingspanAug 16, 2024

Thank you for your feedback about your experience with Wingspan. We appreciate you bringing your concerns to our attention and would like to clarify the timeline of events. Here's a breakdown of what occurred: - 7 days ago, you reported a missing payment. Our support team immediately engaged, creating a ticket and gathering necessary details about the invoice. - The invoice in question had a due date of August 9th. - We processed your payment on the due date (August 9th), as confirmed by our records. - 4 days ago, we informed you that the payment had been processed on the due date and explained that bank payouts typically take 1-3 business days to arrive. It's important to note that the payment was processed on schedule: 1. The payment was initiated on the due date (Fri, August 9th) after the federal banking cutoff. 2. As August 9th was a Friday, the next business day was Monday, August 12th, which is when the international transfer was sent. We understand that waiting for a payment can be stressful, especially when it affects your financial planning. However, we want to assure you that we processed the payment on time given when it was paid by your client. Throughout this process, our support team remained engaged: - We provided regular updates on the status of your payment. - We escalated your concern when you expressed continued worry. - We investigated thoroughly to provide you with accurate information about the transfer. We recognize that our communication could have been clearer about the international nature of the transfer and the associated timelines. We're using this feedback to improve our processes and provide more transparent information about payment processing times, especially for international transfers. If you have any ongoing concerns, we encourage you to reach out to our support team. We're dedicated to ensuring a smooth experience for all our users and appreciate the opportunity to clarify this situation.

Response from WingspanAug 16, 2024

Thank you for your feedback, Ttessabine. We recognize that your experience with our customer service and payment processing has fallen short of expectations, and we're taking your concerns very seriously. We'd like to address the key issues you've raised: 1. Response times: We acknowledge that our response times have been slower than desired. We've recently experienced higher than normal support volumes, and we're actively working to improve our responsiveness. 2. Payment issues: We understand the critical importance of timely payments. The delay you experienced was due to a recent change in our banking partner, which required additional verification steps. We aim to communicate such changes and their implications more clearly in the future. 3. Compliance requirements: Our team requested additional compliance information that is required by law. While we understand this may have been an inconvenience, completing this step is crucial for us to process payments legally and securely. 4. Availability and communication: We're exploring ways to expand our availability beyond our current 9-8 EST hours and improve our responsiveness. We're also working on enhancing our communication about necessary actions and changes that may affect our users. Here are the steps we're taking to address these concerns: 1. Expediting the resolution of payment problems once all required information is provided. 2. Improving our communication about banking changes and required compliance actions. 3. Enhancing our training to ensure our support team provides accurate and consistent information. 4. Exploring ways to streamline our compliance processes while maintaining necessary legal requirements. We value your business and feedback. Our goal is to provide a smoother experience moving forward. We encourage you to complete the required compliance information so we can fully resolve your payment issue. Our team is here to assist you with this process if you need any help. If you have any ongoing concerns, please don't hesitate to reach out. We're committed to resolving any issues you may face and improving our service.