Haven't received confirmation of family gift that we sent

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It has been a little over six months since we sent a family gift to our sponsor son, Jahir. And we have heard nothing. When I called to ask about it. The compassion Rep that I spoke with, sort of just brushed me off. It was a little discouraging. He offered no insight nor explanation other than "it could take six months"....which obviously was why I was calling because it had been over six months.
Additionally, when I talked to this same rep. I asked why in a letter that I received from our sponsor daughter koseyian, that she thanked me for charts. We sent no such gift. we have sent her a puzzle, some art paper and a few stickers. The compassion rep said it must be a translation error. To which I explained there was no translation; the letter was entirely written in English. He offered no further help other than to say that is what she must mean.
So my questions are:
1) Is there anyway to check on the status of Jahir's family gift. It may not be a lot of money to other people but it is to us and we want to make sure he and his family get it.
2) Is there a way to know for certain if Koseyian (and our other children for that matter) have received the things we have sent them. I understand they are supposed to acknowledge all gifts and that may be difficult considering age and such.
3) I have talked with compassion reps a few times since we have began and only once have I talked with someone who seemed patient and understanding. She listened to all my questions and answered them efficiently. I understand it is everyone's job but why is there an inconsistency? Most of the time that I have called to ask a question the reps have acted like my questions were annoying them. This has been very discouraging for both me and my husband. We love our sponsor and correspondence children. But wish that is wasn't as difficult to get straight (and less irritated) answers from compassion themselves. In fact, that is why I chose to write because calling seems to produce no or few answers where as emailing does.
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Jacqueline McGrath

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  • slightly frusterated

Posted 5 years ago

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Emily

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Jacqueline, please accept my sincere apologies if you felt we brushed off your concerns and did not provide you the assistance that you called to receive. We are here to serve you and enhance the relationship you're building with each of your children and I understand your frustration as it does not sound like you had a positive experience the last time you spoke with us.

You have every right to inquire about the gift you sent to Jahir's family as it is our policy for the staff in our projects to assist your child in writing a thank you letter for gifts that you send. I see that you spoke with a representative on September 16th and you sent your gift on March 25th. Compassion's policy is to wait a full six months before sending an inquiry because there may be a letter in processing from your child that we just do not see in our system yet. Because it had not yet been a full 6 months when you spoke with this representative, an inquiry was not yet able to be sent to your child's project in Ecuador. In saying this, I do have good news for you; we received a letter from Jahir in our office just a few days ago and it is currently processing through our system and will be mailed to you shortly. You will be receiving this letter very soon and it may be the thank you letter you have been waiting for! I certainly pray that it is but please let me know if he does not acknowledge the family gift he received and I will be happy to contact our field staff in Ecuador. 

To address your second concern, we want you to be confident that the items you send to your child get placed in their little hands. We value the correspondence between our sponsor's and children because we know it offers them glimpses of hope and encouragement for their futures. Even further, we know that your children treasure these items and keep them for years to come. You can rest assured that each of your children receive every letter, sticker, card, and paper doll that you send to them as long as they are within the size guidelines and are made of paper. If we ever receive anything from you that we cannot send through customs; we contact you by phone, letter, or email so that you are aware. I do understand your concern regarding the letter you received from Koseyian however. I am not sure why she would have mentioned a chart to you unless she was referring to the art paper that you sent to her, maybe if it had checkered boxes for example. I am happy to research this further for you but it would be helpful to have a copy of the letter Koseyian sent to you. You may email a copy to me at socialmedia@compassion.com or mail it to our office at the normal correspondence address. Please address it: Attn. Emily (Contact Center), so that it comes directly to me. I will let you know once I receive it and send the inquiry to our field staff.

Again, I am so very sorry that you have felt like our representatives were annoyed or irritated by your questions. It is our passion to release children from poverty in Jesus' name and I am saddened that this was not reflected in the past conversations you have had with us. Please know that you are truly appreciated and valued as a sponsor and we are grateful to partner with people like you who also share our vision and love for such precious children. I appreciate you sharing your concerns as we are constantly working to keep our staff up to date with changes and trained on current procedures and policies which can be challenging in such a large contact center.  But we want to serve our sponsor's with excellence and grace as you are giving from the goodness of your heart and will provide additional training to our representatives as needed. I want to encourage you that you are always welcome to post your questions or concerns on here or email us and we are happy to assist you. Rest assured that I have passed your feedback and comments on to my supervisor.
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Emily

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Hi Jacqueline! I just wanted to follow-up with you on what we had talked about a couple of weeks ago regarding the letter you received from Koseyian. I have not yet received an email from you with a copy of her letter and wanted to make sure it didn't get lost in cyber space somewhere. Did you send that to me yet? If you figured out what she meant when she mentioned the chart in her letter and no longer need for me to send an inquiry to our country office, just let me know and that is fine also :). I hope you're having a blessed week!
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Jacqueline McGrath

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Will private message
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Emily

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Hi Jacqueline! I just wanted to let you know that I received both of your emails and am working on responding to you :). I am sorry I wasn't able to help you remove your posts last night but I am glad you were able to figure it out! 

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