Parents Frustrated Over Delays on Child Support Payment Website


RICHMOND, Va. Hundreds of parents in Virginia depend on their child support payments. But the state's online system they use to check for payments and make payments has been offline for a year.

Erin Warby is a hard working mother, who counts on her child support payments to help spend quality time with them, but for the past year she and the more than 350,000 parents who collect child support in Virginia haven't been able to properly monitor the money.

"The website has been down since June of last year," she says.

Up until Wednesday, May 28, a scroll running across the Virginia Department of Social Services child support expanded payment site said the system will be would offline until June 1.

After 8News inquired about the site, we were told in an email it would be fixed by June 30. As of this story, the scroll was changed to say July 1.

"They continually push out the date that it will be up and running," Warby says. "In April, it said it would be out until May 1, in March it said April 1."

In the meantime, parents have been directed to another site, but the temporary site only shows parents the last six payments.

"I used to be able to go just go to the website and print out a full 12 months statement of my child support account," Warby says.

It's a real problem for parents who want to finance a new car, rent an apartment or qualify for daycare based on their income. They need that 12 month history for proof of their income.

"It is extremely frustrating."

8News asked the Virginia Department of Social Services to explain why the site has been offline for so long. Our several requests for an interview were declined, but in an email we were told:

"The website has had to undergo a significant technical overhaul to provide the level of capability and security that our clients need. The delays have been due to the level of effort in providing these updates."

"I am excited to see the new site whenever they get it finished but the fact that it has been down for an entire year is getting to the point that it is ridiculous," Warby says.

The Virginia Department of Social Services is now saying the site should be up and running July 1.

In the meantime, parents can call the Virginia Department of Social Services call center at 1-800-468-8894 for a print out of their payment records, but it will take some time to mail out the documents. is happy to provide a forum for commenting and discussion. Please respect and abide by the house rules:

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