Inquiry Question

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Hello!  An inquiry was sent 7 weeks ago regarding a family gift we sent to our sponsored child Prisca.  I have noticed for the past week that a letter from her was headed in our direction.  Now this morning our account had a green box that said unread letter!  However when I clicked on it it said "unable to load."  Now in the communication history area there is a dark blue box that says "from Prisca" but it is empty...no envelope icon.  Was this letter in response to the inquiry?  Also, how can I access it?  (If it matters, I had changed my letter preferences to only receiving via e-mail, so we won't be getting a printout.)

Thank you for your help!
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Tammy

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Posted 3 years ago

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Susan, Sponsor and Donor Relations, Social Media

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Tammy, I am so sorry for the delay in hearing from Prisca and in receiving a response to your inquiry. This letter was in response to your inquiry, however it got stuck in our system and this is why you are unable to view it. Please know that we are working to resolve this issue and get this letter (and the translation) to you as soon as possible. 
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Tammy

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Okay, thank you!  Can you tell me if it normally takes hours, days, or weeks to get it "unstuck"?  (Just so I know how often to check on it).  :)
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Susan, Sponsor and Donor Relations, Social Media

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Tammy, thank you for your grace and understanding! Since your inquiry has been escalated, it should be resolved and unstuck within fifteen days.  
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Tammy

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Hi Susan.  I am finally able to view the letter...yay!  But unfortunately it is missing 2 pages.  There should be 6 pages and a photo (mentioned on page 4), but I only recieved 4 pages with no photo.  Can you check on the missing photo for me?

Thank you!
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Tammy! So sorry that the letter is now missing pages too. I have a copy of the letter and translation that I can email to you. Missing pages on letters is an issue we know about and are working to fix for you too. I'm sending the entire letter, photo included, to you now. She is quite a pretty young lady!
(Edited)
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Tammy

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Oh, wonderful!  I received the photo via your email.  Thank you so much!!
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William Blair

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Hi Susan. I keep forgetting to ask about this. I began sponsoring Yamileth in Ecuador last December and I have not received a letter from her yet. I had a call from Compassion about an inquiry about another sponsor child there about a medical condition and she's okay and they also told me Yamileth is okay too. She lives near Manta. I need you to send an email to the country office about an intro letter. Thanks.
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Susan, Sponsor and Donor Relations, Social Media

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William, I am so sorry you have been waiting so long for a letter from Yamileth! Because of when you started, I am counting that six months would be June 13. Please let us know if you have not heard from Yamileth by then and we would be happy to email Ecuador to request a letter from Yamileth. 

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