did something go wrong? How long should letters take?

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I looked on my account on the compassion app and it says that my child has sent a letter, and translation is complete, dated in january, but I'm not able to view it there and have not received anything in the mail either. It's been so long. This would be my first letter from my child so I'm curious, does it take this long or did something go wrong? I'd really like to get to know him :) thank you
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Jayson

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  • confused and anxious

Posted 2 years ago

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Christina, Employee

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Hi Jayson! I am deeply sorry that you haven't heard from your precious child in so long :(. I definitely understand your concern and eagerness to hear from your kiddo! Our children's letters are so special! Regrettably, with the new system upgrades and transitions we have undergone, we are see that some letters are taking longer than normal to be processed and taken care of. I sincerely apologize for this delay with your child's letter being available to read on your My Account. I would love to take a look at your account and make sure that everything is good, but, unfortunately, I wasn't able to locate your account using your email address. Will you please provide your sponsor number or your child's number, so I can find your account? Thank you! 
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Jayson

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07394867 is my sponser number, my child's name is Josue. Thank you so much!
(Edited)
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Susan, Sponsor and Donor Relations, Social Media

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Jayson, thank you for your account number. I am sending you an email with your child's first letter. I am so sorry you are not able to view it online right now. It is not normal to go more than four months before your first letter and more than six months since the last letter. It looks like Josue wrote this letter in December and it was scanned into our system in early January. Regrettably, there are some issues in the letter displaying online. Again, I am very sorry for these issues. Please know we are working hard to fix this issue as soon as possible.

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