Frustrated

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nancy

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Posted 2 years ago

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Edouard

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What frustration Nancy . Jesus Christ is above all frustration
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nancy

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I just would like to clear the Air with some previous posts. 

I started sponsoring with Compassion 7 years ago.  I had 2 little girls who I saw grow from small children into lovely young women.  I have gone above and beyond by sending money to the families for special needs, birthdays and Christmas. I also have a boatload of correspondence from the girls and were both involved  and Enjoyed their programs. 

However in Early 2016 I became aware of the issues in India.  I made numerous calls to customer service in Colorado.  Each time receiving conflicting or incomplete information.  I was told to just pray and keep sending money.  I was told that the situation was "to sensitive" to discuss.  I was told to not ask Questions and become "part of the Darkness"  I was told not to believe anything I read in the India newspapers because it was "Propaganda" (Which later turned out to be perfectly accurate")

   I have been asking for a refund since January.   Not that I am a "Troll" or " Mean" as some have alluded but because Calling customer service privately yields ZERO results. So that is why I posted on this forum.  I just want the issue resolved.

   Understand that Compassion 762 Million or so a year in donations.  There is a very good probability that "DONOR SERVICE"  ie this website, computer systems, customer service etc.  is not taken out of administrative expenses but program services.  That is very Common with Charities.

   This morning I set up to sponsor a new child in Ecuador.  I need to speak with customer service about transferring a portion of my 2016 donations to the new child sponsorship,  I want to Love this organization but it is almost impossible.  So many issues right here in the US.. Am I supposed to really believe  things are running efficiently and smoothly in a remote location in a 3rd world country ?

The Directors of this Organization need to step it up.  Problems with a new computer system have been going on for a year.  It is no longer a new system.  This organization takes in over 700 million a year in donations, yet cant process a credit card refund?  Its very strange to me.

   Looking forward to a conversation with no incompetence or excuses.  Like I said I want to love this organization but they need to have a competent customer service team, a working computer system, stop making excuses, treat the sponsors like intelligent adults, break down the expense reports, and define their mission with foreign governments so "INDIA" does not happen again. These issues Compassion are having are unacceptable and not the norm.

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Erin Kate

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I can definitely see where your frustration is coming from. I hope everything gets resolved soon.
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Stephen

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Nancy is there anything I can do to try answer your question or help you
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Adam

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Nancy, please be respectful to the staff at Compassion. They're not incompetent. The reason that you were told the situation in India was sensitive is because, at the time, it was. Compassion was trying to "define their mission" and communicate with the government privately. The problem, based on what I've seen, was not that their mission was not clearly defined; the problem was that Jesus is a part of their mission.

I suspect that with Compassion being such a unique organization that much of their computer code is custom written and very complex. I know enough about computers to know that it's very hard to develop cutting edge systems especially at such a large scale. Compassion is not a for-profit tech company. Their primary concern is on children and their programs. These systems are new and everything will be worked out in time. As far as breaking down expenses, Compassion publishes their Forms 990 and audited financial statements on their website. It doesn't get much more transparent than that.

It seems to me that the only real problem is that your refund is taking longer to be processed than you would like. That's because there are around 145,000 sponsorships that need to be manually processed and have funds transferred or refunds issued and all of those sponsors want their account taken care of right now too. That's not an excuse, it's a reasonable explanation.

I'm not saying that Compassion never makes mistakes, we're all human and we all make mistakes but that doesn't mean anyone is incompetent or not working hard. If you want to love Compassion just love it. Everything doesn't have to be perfect for us all to be supportive of Compassion if we believe in their mission and want to see their programs grow. I understand that you're frustrated, I've gotten frustrated too, but being encouraging and supportive in a difficult time is far more helpful than pointing out problems. We can choose to focus on what is good. I think it's great what you've done for your two girls. It sounds like you enjoyed being a sponsor and seen Compassion's program working. God bless you for all that you've done for them.
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Erin Kate

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I don't think Nancy said anything disrespectful in the above post and as a donor, she has the right to express her concerns. As far as customer service not always being competent, I do know that many people contact the social media account instead of the general customer service because the general customer service doesn't always give complete or accurate information.
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nancy

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Not trying to be disrespectful. The Customer Service team at Compassion is lacking either tools, resources, technology or training or some combination of the above. Without these, they are unable to preform their job. To have staff looking into the identical problems over and over and over is a total waste of resources. Compassion can spend a significant amount of resources on fund raising and new donor aquistion,, however without Donor retention all the programs and children are affected. I am a long time donor also to a similar organization and I have none of these problems with either letters, refunds,billing issues or inaccurate information .
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Stephen

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I understand your frustrated but take time, money and training to get a better system in place I do agree with you on this issue but please have patience
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nancy

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To Susan or Sarah... I was on the phone with customer service this morning. Since I never received my refund from India... I sponsored a new little girl from Ecuador . Jewel from customer service helped me. She was fabulous. However came up with a error on your system and was unable to finalize what we discussed. A portion of my 2016 dontaions will go to new sponsorship. I was unable to find a replacement child link so I got billed an additional 38 dollars to secure my new sponsor ship. Not expecting to be invoiced until October 2017. Jewel sent an EMAIL to tech to attempt to set this up within 48 hours because of the error. as well as an internal memo to Ya'll to update. Have my fingers crossed to see my new child on the account soon
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Susan, Sponsor and Donor Relations, Social Media

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Nancy, I just want to say that your concerns and expression of them here are completely valid. We really do appreciate you taking the time to share your feedback with us. Please know that I am continuing to personally monitor your case and will make sure that your wishes are honored on your account. I hope you still have my phone extension. Please feel free to call me when you need assistance as well. 

It does sound like you also have some feedback about overarching systemic issues at Compassion (i.e. having staff looking at the same issues over and over, software problems, customer service competency, etc.. I will pass your concerns along. Regrettably, the reality is that these kinds of overarching systemic issues do not get fixed over night. I am not trying to make excuses but the amount of change that has been experienced at Compassion over the last year has been astronomical. All of our customer service representative's jobs have changed by about 80%. While our program and answers to general questions has not changed, everything they do on a daily basis to fulfill supporter requests has changed completely. The majority of customer service representatives had not even seen this new system until mid January 2017. It is still a very new system, even for leadership in the contact center. Again, I am not trying to make an excuse but I am just trying to point out the incredible challenges we are facing to fix the very real issues you have mentioned. 
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Stephen

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How much does it cost to get the system a lot better than it is now so it will make everyone job better and easier
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nancy

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Ok Susan to clarify..All 2016 Donations from the INDIA portion of my Donations to be transferred to new Ecaudor sponsorship  The rest you can keep.   I should not be invoiced again until oct 28 2017.

This includes the new 38 dollar charge.  Hopefully the child I reserved is available, the funds can be transferred to the new sponsorship and tech dept can resolve the "ERROR" message and allow me to sponsor this little girl I have chosen several days ago.  thank you for your time.

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Susan, Sponsor and Donor Relations, Social Media

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Nancy, yes, I am working directly with our tech department to get this issue resolved and the child from Ecuador added to your account. Once that happens, we will transfer the support you had sent for your Indian child to your new Ecuadoran child. Thank you for clarifying and for your incredible patience.
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nancy

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Susan, Never mind spoke with customer service . Just please continue to process my refund which was started January 27 2017 for my 2016 Donations. Hopefully I can partner with you in the future.
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nancy

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Also please delete any remaining checking account or credit card info on file. Thank you.
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Susan, Sponsor and Donor Relations, Social Media

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Nancy, I just tried to call and was unable to reach you. I will try back later today. I feel like we are talking past each other and would appreciate being able to speak with you over the phone to work this through. Thank you! 

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