conflicting stories on wheather my letters are going thru or not ---????

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i had ask questions about the letters i have wrote my 2 sponser in columbia -- and sent emails about it --- i received this email and when i called to confirm --- was told no ithey hadn't gone thru -- what is going on --

 Dear Esther, Thank you for contacting Compassion. I was able to confirm in my system that as of today, August 12, all of your letters written to Kerlys and Linda have been translated, and should be getting delivered shortly. Thank you for taking the time to encourage your sponsored children through correspondence. If you need further assistance, you may reply to this email or you may also contact us at 800-336-7676. We are available to serve you Monday - Friday, 7:00 am to 5:30 pm, Mountain Time. Have a blessed day, Brad Sponsor Donor Relations 

when i called compassions a couple of days ago -- i was  told that my letters had NOT gone thru and they are still in translation -- why do i get so many different answers on questions -- why are the last 5 or six of my letters going thru before the first 10 --- no since to me ... when can i get another picture of my sponser kids --- have they recieved anything from me yet --- i have sent birthday letter and money gift to isabella -- i was told it had gone thru -- not showing on my end of communication history --  
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ESTHER

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Posted 2 years ago

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Adam

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Good morning, Esther! I'm another sponsor like you, but it sounds like maybe there may have been a misunderstanding about the steps in the translation process that your two letters are currently in. I believe that letters are in the "translation" step until they are actually delivered to your child so it sounds like the two representatives that you spoke to might have been saying the same thing in different ways. The ladies at Compassion who manage this support community do a wonderful job with replying to sponsors on here and looking into the details of their concerns, and I'm sure that they will be able sort everything out for you after the weekend.

Photos of our sponsored kids are updated about every two years. To see when your child's information was last updated, you can log into your "My Account" and click on the "My Sponsorships" button on the left side and down at the bottom on the child information tab there is a line near the top that gives the date their information was last updated. You will also receive a photo of your child any time that you send a gift to your child of over $60.

It sounds like you're an awesome sponsor and letter writer! Thanks for being so encouraging to your sponsored kids and for blessing them with your letters and the gift that you sent! Have a great day!
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ESTHER

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thanks -- it was my email that said my letters had gone thru --- but when i called the person was reading script -- and could not answer any questions --- very upsetting  
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heather o

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Esther, it is possible that when you called you spoke with someone in the Philippines call center. That maybe why the call seemed scripted. This call center is manned by Compassion graduated. I have spoke with them several times and they have always been helpful, but there are always language differences that can present issues.
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Susan, Sponsor and Donor Relations, Social Media

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Esther, I am so very sorry for the sadness, frustration, and confusion that we have caused by these conflicting messages. This is not an excuse but just to explain a little bit of what is going on on our end. Basically, you may be aware that we upgraded our letter processing systems in April. We are still in transition between the two systems and they don't always interact well with each other. This can lead to one system saying one thing and another system saying another. We have also encountered more bugs in the new system than we anticipated and the biggest kinks in the new system affect translation. We have begun manually translating letters in order to continue to deliver letters while we are fixing the new translation system. For this reason, letters may appear to be delivered out of order or they may say "Complete Delivered" when really we just took them out of the system to be manually translated. Add to that the fact that we are training our staff on how to read the new system. Staff were given information about the new system and some of them are still so intimidated with the new system that they are clinging to the training wording that we gave them. They are afraid to stray from it because they don't fully understand how the new system is working. Please rest assured that we are providing additional training and helping to build the confidence of our representatives so that they can explain things better to you. In addition, I hope that you can see that we are certainly not trying to be deceptive. It's just that we are all in transition and learning this new system. I can confirm what was said in the email you received from Brad. All of your letters since June 10 are still in process and will be delivered very soon.
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