Double charged

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  • Updated 1 year ago
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  • (Edited)
Archived and Closed

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Due to financial difficulties I was placed on a reduced payment plan through the end of the year. Unfortunately my automatic payment method failed and I called Compassion to process the $19 reduced sponsorships for both of my sponsored children. When I checked my account to see if the payment had been deducted from my account I saw that I was charged $76! This is the second time since being put on a reduced plan that I was charged the full sponsorship rate.

While I am grateful for the reduced financial burden and the fact that Compassion reversed the double charge last month this should not be happening two months in a row! I have removed myself from automatic payments because I am incredibly wary of being double charged a third time. The representative I spoke with to make a payment made no mention of the amount my card was being billed for. It would have been completely different if she had said that my payment would be for September and October. I do not mean to sound judgemental but there is a disconnect somewhere, when you allow someone to have a reduced cost sponsorship they should only be charged for the promised amount, anything outside of that amount needs to be disclosed. I am frustrated and feel deceived by an organIzation that should only be helping others not creating problems for them. Is there anything that can be done?

Sponsor id: 07315736

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AK

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  • frustrated

Posted 1 year ago

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Susan, Sponsor and Donor Relations, Social Media

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Ashley, I sincerely apologize for the frustration and financial pain we have caused in our confusion on your account. I do see that when you called last week, it looks like the representative you spoke with didn't notice that you were on the lower support amount and therefore processed a one-time donation for the full amount. Again, I am so sorry for this error on our part. I have submitted another refund of the extra $38 that was taken out to be put back on your card. I also covered an additional months' support for you as a courtesy. 
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AK

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I appreciate the efforts to rectify this situation. I was hoping to clarify a few things from your reply - does an additional month's support mean that I have received an extension through the end of January of reduced payments or that the current month's payment is covered? I appreciate the gesture but I was unsure of what specifically it entailed. How long does it typically take for a refund to be processed? I only ask because the card I used is tied to an online only debit account and I am unsure of how a refund would work with the type of account. When I was double charged last month I received a credit to a separate checking account tied to my debit card and a separate check for overdraft fees that I incurred from the charge. Once I have clarification I will setup recurring payments for my sponsorships I just want to know what I am getting into before I have payments deducted from my account. Thank you for all of your assistance with this matter.
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Christina, Employee

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Ashley, I'm so sorry for any confusion or frustration this situation has caused you. Please rest assured that the refund has been taken care of yesterday, so it may be another 1-2 business days for this refund to appear on your side. We always refund donations using the same method we received them, except for special circumstances like covering overdraft fees. Therefore, this donation was applied back to the same card used to receive the donation. I see that your sponsorship is covered through November, so you will resume your support in December. You will have the $19 per month rate through March of 2018 because I have extended this offer as a courtesy due to the issues you’ve experienced. Thank you so much for your understanding and grace!

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