WingspanReviews of wingspan.app

Response from WingspanSep 6, 2024

Thank you for taking the time to share your experience with Wingspan. We sincerely apologize for the payment delays and issues you encountered, which were caused by an unexpected complication during our recent bank migration process. We understand how disruptive this was for you and your contractors, and we take full responsibility for the inconvenience and loss of trust this caused. To address the specific issues you faced: 1. We identified that the payments were returned due to the closure of our previous clearing account during the bank migration. 2. Our team worked to reopen the affected invoices and manually adjusted their status to ensure they could be paid again. 3. We verified that the funds are now available to be properly disbursed to your contractors. We appreciate your patience as we worked through this complex situation. Our development team has since implemented additional safeguards in our payment processing system to prevent similar issues from occurring during any future banking changes.

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.

Response from WingspanMay 24, 2024

We're very sorry to hear you've had a poor experience with Wingspan, and we'd love to make it right. Our team has tried to contact you and hasn't heard back. We're always eager to work with folks to understand how we could've done better, and to make sure you're taken care of.

Response from WingspanMay 20, 2024

This definitely was a poor experience and I'm sorry we let you down. Your pay is important, and when you trust us to take care of it we take that responsibility very seriously. I know you were able to work with leaders from our team to get this fixed, but I want to assure you that we've also made changes to to process and systems to ensure that this doesn't happen to other folks. Breaking trust is easy, and fixing it is hard but we're eager to make sure every customer is taken care of.

Response from WingspanApr 22, 2024

We're very sorry for the delay in getting your payment connected to you over the weekend. Our team has followed up with you, and those funds have been delivered to your account. We're keen to make sure that we're able to delivery speedy resolutions to all of our customers, especially when handling folks pay. I've made sure to to flag this internally to review to ensure we can prevent delays like this from happening in the future.