ComplaintsforWingspan Networks, Inc.
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Complaint Details
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Initial Complaint
08/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have had a paid membership with Wingspan since May 2021. Initially, I needed a service that could accept international payments, as my credit union could not. Overall, the service has been good, and customer service has been excellent. I have also paid for their ************************ for every payment without many issues. The extra benefits, such as insurance, have been helpful as well. I have spent $6,629.43 with Wingspan on fees and membership.However, at the end of July, my international client received two emails alerting them to a change of bank details for transfers. I confirmed with support via chat and email and was assured multiple times that the changes only applied to domestic transfers, and international transfers remained the same. Despite this, my large payment for August 1st bounced back to my client, causing inconvenience and costs for a wire rejection and trace report. I had to try multiple channels for support as I was about to go on vacation. Eventually, I had to accept my payment via ******* incurring significant fees.A few days into my vacation, I still had no update from Wingspan Support. Later, I received new bank details for international transfers, and my client is sending a test payment to see if it processes correctly. I asked support if I could get my fees refunded, and the support agent was apologetic and promised to look into my request. Additionally, I have a small payment pending that is three days past the expected deposit date.As of the last month or so, I am nervous about trusting my money with Wingspan. While support is polite, getting updates or replies takes a long time. It seems they have had an influx of support requests and are struggling to keep up. As a paid subscription member who pays for their ************************s, I miss the early days when I could easily book a video call with my Member Advocate. I sincerely hope they can overcome these growing pains and return to their earlier level of support.Customer response
09/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***********************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.