I'm supposed to do inquires on my own now?

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I received a letter from my child in TG thanking me for the gift I sent.  No mention of what they purchased, and no picture (this was a $100 family gift).  I emailed Compassion because this has happened before with this same child.  An inquiry was placed the last time this happened, and I received a listing of what was purchased along with a picture.
This time, the response I received from Compassion was this:
"You are welcome to write back to Vincent and ask what he and his family purchased with the money you sent. It may take just as long for us to request the information from the field staff as it would to get a letter back from Vincent."
Honestly, this is not the first time Compassion customer service has advised me to write to my child and wait for a response when an inquiry should have been placed, instead.  And really, I waited nearly 6 months to receive this letter.  It does not take 5-6 months to get an answer from the field office.  
It's disappointing, as Compassion's customer service has, on more than one occasion, made me want to drop all of my kids and just be done with Compassion altogether.  
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Jenna Waite

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  • frustrated with customer service

Posted 6 years ago

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Denise Bailey

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It depends so much on who answers your email.  I think in a case like this it is better if Compassion asks for the list because you don't have to instruct the child on the "proper way to complete a thank you note."  One thing that encourages me to send a slightly larger gift is we usually get some pictures of the child with what they purchased.  This is not your responsibility.   I am sure an employee of Compassion will answer you soon and take care of this for you.  Please don't drop your kids.  Years ago something happened to me involving an employee and it hurt but I am so glad I stayed with the program.  People make mistakes.
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Jenna Waite

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I understand people make mistakes, which is why the first few times I received a horrible response from customer service, I just chalked it up to mistakes.  But this is getting bad.  Last time, in eight months of sponsorship, I hadn't received ONE letter written during the time I had been sponsoring.  When I emailed Compassion, they suggested I write and ask a 5 year old why she wasn't writing more.  I mean, seriously--isn't is the center's job to fill out a form letter for a 5 year old?  I've also been told to wait 8 months to place an inquiry about a gift from another rep, despite Compassion's clear policy about 6 months for an inquiry.  This is far from the first time I've had a horrible customer service experience with Compassion.  It's just that now I'm getting fed up that, half the time I interact with Compassion's customer service reps, I get zero help.
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Denise Bailey

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I have asked for the supervisor.   I am trying to get an email and when I do I will give it to you.  She frequently solves problems on here.  As soon as I get it from someone (I posted on Facebook on a Compassion group that I need it), I will post it on here.  Hopefully it will be solved by then!

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Emily

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Jenna, I am so sorry that you have been dissatisfied with the service that you have received from Compassion.  We strive to provide a positive experience for all of our sponsors as we know you are giving selflessly and our intention is not at all to offend you or make your sponsorship difficult. I certainly understand your frustration and definitely want to try and address your concerns. I see that you have been a faithful sponsor with us for over 4 years and sponsor 5 children who are blessed to receive several letters each year from you. Thank you so much for investing in their lives!

I apologize that you were told to inquire with Vincent about the family gift through a letter as this situation is certainly something we inquire directly with the field about so that you can receive a photo and to ensure your child received it. I see that one of our representatives replied to your email earlier today and I want to encourage you that I double checked your account and an inquiry has been placed with our field to address your generous gift and ask what was purchased. We will contact you with information about your gift once we receive a response from our field office which can take 8-10 weeks. We are grateful for your patience with us as we work to resolve this issue. 

Please know that you are welcome to ask questions on this web page whenever you need assistance and we are happy to help you. We value your sponsorship and the sacrifice you are making in supporting these children. Please let me know if I can assist you further. 
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Jenna Waite

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I'd like to know if this issue is being addressed within Compassion.  Half the time I email, I get helpful reps, and the other half, I get reps who basically tell me to solve my own issues with correspondence, gift acknowledgement, etc.  Every single time but one, I've had to give pushback to get an inquiry placed.  It shouldn't be that way.
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Susan

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Jenna, I sincerely apologize for the frustration and for the lack of consistency you have received from our representatives. We greatly appreciate your feedback and will make changes as needed. Please rest assured that this incident and your concerns will be passed along to the supervisors in our contact center to provide more training. 

I do want to clarify, though, that we try to only send inquiries as a last resort. Our field staff process inquiries as a part-time job and have many more projects and duties on their plates. We try to provide as much information to our sponsors through the records we have in-house and send inquiries when they are absolutely necessary. This is why we have strict guidelines on what types of inquiries can and can't be sent.

However, in regards to gifts you have sent to your child, you should always receive a report of how the money was used. You are completely entitled to that and we will send an inquiry to make sure you do. If the gift was over $60, you should always receive a photo of your child with the gift. The representative that you emailed should have sent an inquiry and I sincerely apologize that she did not. We will make sure that this is corrected for you. 
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Jenna Waite

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I have always followed Compassion's guidelines in sending inquiries.  I've never asked for something that wasn't promised to me by Compassion.  I've sent 6 extra financial gifts over the past year (not counting the 2 birthday gifts I sent this month), and I've had to put in inquiries on 4 of them (I released a correspondence child nearly 6 months after I sent the gift, but still had not received acknowledgement).  I received pushback from a customer service rep on 3 of those inquiry requests.  I also have had to ask for inquiries for lack of letters twice, and received pushback on one of those.
Looks like it's averaging more than 50% of the time, Compassion customer service reps tell me they can't submit an inquiry despite the fact that it's been 6 months, and I need to respond to remind them of Compassion's policies before they agree to submit an inquiry.
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Susan

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Jenna, again, I am so sorry for the inconsistency you've experienced. We will address this issue with our staff and I trust that things will improve. However, you are always welcome to contact us here on this online community or email me at socialmedia@compassion.com. I will do everything within my power to make sure your issue is resolved. 
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Denise Bailey

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Jenna, I didn't find the email but I am sure someday I will run across it and then I will make a note of it and post it on here for you to keep!  Hope you get your news in 8 to 10 weeks!   

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