Disappointed in lack of response

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  • Updated 3 years ago
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I sent my sponsor child a large monetary gift in April. It was my understanding that anytime a monetary gift is over a certain amount that the sponsor will receive a thank you note and photo of the sponsor child with their family and the items they purchased with their gift. I called Compassion this summer and was told I needed to wait at least six months. So I called about two weeks ago and was told that Compassion had received a letter and that the letter was en route to my address. The representative offered to email me a copy of the letter and photo as well. I never received an email and still have no letter. I just called Compassion again a moment ago and the rep apologized to me and told me that the letter that is on the way is not a thank you letter for the gift. She told me a few more things but in all honesty, I have no idea what she said. I had trouble understanding her and I was so deeply disappointed in hearing this news that I simply did not want to be on the telephone with Compassion anymore. What can I do about this? I really do not wish to withdraw sponsorship but if something isn't done to handle this properly and if I continue to feel that Compassion is not going to handle this properly then I will eventually feel I have no choice. Please respond. Thank you.
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Angela Gervais

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  • Disappointed

Posted 3 years ago

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KristenH, Champion

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Hi Angela, I'm another sponsor like you but wanted to say I'm so sorry that the response from Compassion was not what you were expecting. I'm not sure if you're aware, but the letter writing system is going through a huge overhaul and they've been experiencing some problems getting letters out.  After the weekend, one of the Compassion reps that monitor this forum should be able to help you. 
I've been a sponsor for quite a few years, and this has been a trying time for people with letters, but I can assure you that Compassion will do everything they can to make this right for you.  The ladies that monitor this forum are very helpful!  It sounds like today when you called you reached the call center that is staffed by people who have graduated from the Compassion program. If you ever do call and have trouble understanding them you can ask to be transferred to the US office. 

Anyway, I hope that the reps on here are able to help you out (I'm certain they will!) Have a blessed Thanksgiving!
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Angela Gervais

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Hi Kristen, thank you for the reply and the words of encouragement. I've been a sponsor for two and a half years and I've just never experienced anything like this. No, I was not aware the letter writing system was down. I've called three times over the last three months so that would have been helpful information to pass along to me. :)

The lady who helped me on the phone today was very kind and friendly, I just had trouble understanding some of what she tried to tell me and I didn't want to ask her to repeat herself. Also, I was discouraged and upset by the end of the phone call and just wanted to finish the call.

Again, thank you for explaining. I'll just be patient and wait a little longer. Happy and blessed Thanksgiving to you and yours as well!

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Sarah, Official Rep

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Hi Angela! I want to apologize for so much disappointment and confusion regarding the thank you letter for your generous gift to Bella last spring :(.  I was actually able to find the thank you letter that was written by Bella in response to your gift, which I am emailing to you now. It looks like your gift was a significant blessing to her and the family! Enjoy!

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