1. United States
2. N.Y.
3. Letter

I am writing as your constituent to request that New York State review its use of Way2Go for child-support payments and consider replacing the company with a provider that offers reliable technology and responsive customer service. Child-support payments are essential funds used for food, housing, transportation, school needs, and other expenses for children. Parents should not have difficulty accessing those funds because of a broken app, an unreliable website, or an automated phone system that makes it hard to reach a live representative. As someone who has helped an individual try to access their Way2Go card, I have personally seen these problems. We have been unsuccessful on multiple occasions in accessing the account, and there has been no practical way to contact customer service for assistance. When a person cannot access funds intended to support their child and cannot reach anyone to resolve the problem, something needs to change. There are repeated public complaints from New York Way2Go users about app login failures, website/server errors, poor customer support, delayed access to funds, and difficulty resolving card or account issues. Online discussions also show people sharing workarounds just to reach a human representative, which suggests the standard support process is inadequate. I respectfully ask that you support oversight of Way2Go’s performance, including customer-service wait times, app and website reliability, fraud response, and complaint-resolution timelines. New York should require a reliable direct-deposit option and hold its payment vendor to clear service standards. If Way2Go cannot meet those standards, the State should seek a different provider. Families should not have to struggle to access money intended to support their children. Thank you for your attention to this important issue.