help

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  • Updated 4 years ago
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I can't say that this is easy....serious confusing....all. want to do is chat with someone about the lack of letters from my boy and why my sponsorship pledge is coming out of my account
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Kristine Resch Ives

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  • frustrated

Posted 4 years ago

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Tanya Springer

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Your not the only one . My best friend as well as countless others I keep getting notified through emails and the app. She has called several times and has gotten minimal response or help. She also was saying her case was under investigation 1. Why ? 2. She has not heard anything. Ive also seen a significant amount of people cancelling their accounts for that reason. I'm sadly starting to heavily question compassion as a whole.
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Sarah, Official Rep

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Hi Kristine! I am so sorry it has been over six months since you last heard from Frankline :(. This is not a normal situation, so I am sending an inquiry to check on him today. Our staff at the Kenyan office will make sure that he is doing ok and that he writes a letter to you immediately. It usually takes between six and eight weeks for us to receive a response from the office, but we will contact you as soon as we have heard from them. We are currently transitioning to our new letter system, which has caused a backlog of letters at the country offices. It's possible that a letter from Frankline is just waiting to be processed at their office. Also, your credit card declined in July when we tried to pull out his monthly support. Normally that is due to an expiration date or card number change. The card we were using ends in 8046 and has an expiration date of 12/18. If that information is still correct, I will go ahead and set the card back up for you. If you have a new number, you will have to update the card through your online account.

Tanya, your friend's situation sounds similar to Kristine's, and it does take between six and eight weeks for us to hear back from the country office regarding any inquiry we make. We always contact the sponsor as soon as the inquiry has been resolved.
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Kristine Resch Ives

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Thanx for your response....I will be awaiting For letters...and I will double check that cc...if so I will update...

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