HELP NOW!! I just started my sponsorship on 1/28.

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I just started my sponsorship on 1/28. I set up my auto pay for the 28 of every month. My payment for February was not taken for some reason and my account now shows I am two payments past due. With an over due balance of $76.

So I have been a sponsor for literally 31 days. Sponsored my child on the website so paid $38 immediately. And somehow, now one month into my sponsorship, I am 2 monthly payments overdue? I've gotten no response from anyone at compassion in the 8+ hours since I originally posted here. So I am now getting even more concerned with regards to my sponsored child!
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William

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  • extremely frustrated and about ready to cancel!!!

Posted 2 years ago

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Jennifer

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On this site, I think they commit to answering within 48 hours, but they seem to do it within 24. Hang tight and you will probably get an answer tomorrow morning. They won't leave you hanging!
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Susan, Sponsor and Donor Relations, Social Media

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William, I am so sorry for the delay in our response. This is no excuse but we have had a very uniquely busy day on our other social media channels today. Again, I am so sorry as we usually respond within a few hours to 24 hours. I do not see your other post but maybe you edited your original post. Regardless, here I am now to help! I have been in contact with our team in IT regarding your account. It looks like there has been an error with your donations on our end and I sincerely apologize for that. I am adjusting your account so that it no longer shows as behind while we work to fix this error in our system. Please know that I will keep you updated as we continue to fix this issue. 
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Sarah, Sponsor and Donor Relations, Social Media

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Hi William! There's no need for you to make that donation at this time. Just hang in there with us while we get this fixed for you on our end.
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William

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Is there any estimate of when this will be fixed and what the error in your system actually is? I mean, was my account hacked or something? I was told I would be kept updated as the issue is being fixed and it has now been 7 days without a word.
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Shannon Massey, Employee

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Hi William! I am so sorry that we haven't kept you updated. I see that the ladies have taken care of the account and all seems to be fixed. Because this was an error on our side, we went ahead and took care of the balance for you. Your next automatic withdraw is set to pull on 4/28. If you do not see this donation pull by the 30th, please let us know so that we can look further into why this is acting up. Thank you so much for your understanding and patience! 
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William

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Hi Shannon, thank you for the update. While I appreciate the balance being taken care of since the issue was on your end, I would think my next donation withdrawal should be scheduled for 3/28 not 4/28 as in your reply. So I need to ask, was the 4/28 in your reply simply a typo and I should see the withdrawal on 3/28? Thank you to everyone for your assistance on this issue.
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Sarah, Sponsor and Donor Relations, Social Media

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Hi William! Susan had actually adjusted your donations through March, which is why Shannon mentioned your next donation is set to pull in April. I'm so sorry for the confusion!
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William

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So now it is messed up again. April's payment was taken from my account with no problem. Now the May payment has not been taken and I'm over due again...
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Shannon Massey, Employee

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Hi William! I am so sorry that we are again having issues with this pulling automatically. I see that somehow we have your credit card in our system twice, which I am thinking that maybe that is confusing our system. I have deactivated one of these in order to see if this is the issue. As well, I have sent an inquiry to our processing team in order to see if they have any insight into what this issue is. Please know that we are very sorry for the hassle, but we are looking into this for you. In the meantime, would you mind if we made a one time donation on your card on file to bring you up to date for May? It is my hope that by the 28th of June, we will have this all settled up, and will hopefully not need to do this again. Thank you again for being so kind and patient with us as we figure this out for you!  
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William

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I thank you for looking into this issue. This is the first time I have been a sponsor and it had been an interesting experience.

Yes, please go ahead and make the one time donation of $38 to bring me up to date.

I am also going to make a donation for a birthday gift very soon so he will get it by his birthday. Actually, that is what I was logging into my account to do and discovered that this issue was back again and my May donation had not been withdrawn. I am looking forward to this issue being resolved. Thanks again to all of you that have helped during this issue.
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Shannon Massey, Employee

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Hi William! 

Thank you so much for your kindness and understanding! I have made a one time donation for you, to bring your account current through May. Please let us know if your donation does not go through automatically this month on the 28th, but my hope is it will be all fixed from here! :)

Furthermore, thank you for blessing your kiddo with a birthday gift! Please know that we do suggest sending a birthday gift, card, letter, etc. roughly two to three months before the birthday to make sure that we get it to them in time, so this is the perfect time to send that! 

Please let us know if we can do anything further! We truly appreciate your patience! 

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