Forced children on us; won't remove despite a phone call; won't respond to emails

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  • Updated 1 year ago
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Our sponsored children both left the program about the same time and rather than let us decide if we want to continue, and rather than letting us decide who to sponsor, you foist new children upon us.  I called to have the first one removed (as it was only one at the time) and I was told it was, yet he was not.  The accent of the person on the phone was very difficult to understand.  Since then our other child left and again you assume we want to continue sponsoring.  I have written no less than SIX TIMES WITH NO RESPONSE, yet you can email and send snail mail to me about the children.  WE will decide who to sponsor, WHEN we are ready to sponsor again.  This is not the first time I have contacted you about a problem and received no response through your online questions and feedback system.  The lack of contact and the way you handle sponsorships is frustrating and doesn't instill confidence in the system or the program.  Seems this is the only way we may get a response. 

Further, I sent in a double payment a couple weeks ago and later that day, we received mail stating that child had left the program.  As you do not respond to any other correspondence, I have little hope that you would even refund those 2 payments.
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ka

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Posted 1 year ago

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Susan, Sponsor and Donor Relations, Social Media

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Ka, I sincerely and genuinely apologize for the frustration in regards to these new sponsored children and that you have not been able to reach us. We normally respond to every email within forty-eight hours. I am so sorry as I do not have any notes that you emailed us, but I know that we have had some problems in the past with some emails going into our spam folder by accident. I do show that you called once and spoke with one of our representatives in the Philippines. It sounds like the representative misunderstood you and thought you were going online to select a new child for yourself. We normally try to keep the same line of sponsorship so that the rate is the same if you are grandfathered in at a lowered rate. This means that we wait to see if you will select a new child online and then simply switch them out if need be. I hope you can understand our heart is just to see children sponsored and the vast majority of sponsors go on to sponsor again when their children leave the program. At the same time, we will always respect your wishes and you have full control over your account. Again, I apologize as it sounds like we have been missing each other and there has been a great miscommunication as a result. 

As you requested, I have canceled both sponsorships on your account and submitted a refund for the amount you had paid ahead for them. Please do let me know if there is any other way that I can serve you at this time. 

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