Frustrated

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nancy

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Posted 3 years ago

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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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