ComplaintsforOur Family Wizard
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I paid an annual fee for a service that allows me to make payments online. I have contacted OFW ********************************************************* to work on it. I have been unable to use the service for a month. No one there calls you back or emails you back. They seem content on just taking your money and not doing anything. When you call their **************** number they refuse to escalate the complaint to anyone else there and they just say someone will call you back. No one has done so in several weeks and countless phone calls.Initial Complaint
11/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The App has locked me out and wont send information to let me get in. Ive been trying to contact my husband for days and because of the natured of our impending divorce I can only use the app. I cant reach him regarding my child and it has resulted in not being able to contact my child for many days.Business response
11/13/2023
Good morning,
Looks like the user was able to reach our support team and get logged back into their account. We are available 7 days a week at ******************************* or ************ and always happy to assist if someone is having login issues.
Customer response
11/13/2023
I am rejecting this response because:
I affirm that I was contacted before this response was given and now I am happy to be in touch with my daughter. I am now back into the product. But to say you are available 7 days a week is not accurate - as I called that line, emailed that email, and sent a request via the contact form and it took me 3 days for someone to respond which just happened to be after my BBB Complaint was filed. I like the product, but I would appreciate a bit of focus on response times - as my ***parent stated he also had issues.Initial Complaint
12/14/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Our Family Wizard stoped working over 2 weeks ago. I have reached out their support team over 20 times. So far, they have refused to refund our money, or fix the issue. Their manager, *************************, promised to get back to me last week, he never did and he has not returned my calls regarding this.Business response
04/19/2022
We worked with this user throughout the duration of the local issues that they were having with their browser that they were using. We advised to try working with a different browser, downloading our free app and even offered a refund on 12/16/21.
The user has been successfully accessing ********************** including 4 times already this morning.
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Customer Complaints Summary
9 total complaints in the last 3 years.
4 complaints closed in the last 12 months.