Issue writing to child

  • 1
  • Problem
  • Updated 3 weeks ago
  • Solved
I have not been able to write to Maykel for almost a year. I have requested assistance on this matter numerous times with no response. Every time I try to write to him through the app I get a message that says there is an issue with the account and to try again, however it never gets resolved. Please have someone contact me right away to look into this and resolve this matter.
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pam hamrick

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  • frustrated

Posted 1 month ago

  • 1
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Shannon Massey, Employee

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Hi Pam, 

I am so sorry that you have contacted us many times without getting your issue resolved. We will be more than happy to assist you here! First off, can you please tell us if you are running into this issue online at Compassion.com or only on the app? Can you please also tell me what kind of device are you using? I would like to start by having you do a few steps to see if we can easily resolved your issue, otherwise we may need to contact our technical support team, but first I just need to know what device you are using. Thank you so much for your reply! 
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pam hamrick

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Shannon, I replied to this message last week however I don’t see that reply recorded anywhere. I cannot write to Maykel through the app or online and I get the error on my iPad and on a PC. I would like someone from the technical support team to look into this as I don’t have a lot of time during the day to work on this.
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Sierra, Employee

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Alright. Since it's not working for you on either your computer or your app, I would suggest you send a web issue form through the site with a description of the error you're getting. You can send that form through this link: https://forms.compassion.com/siteproblems/. Thank you so much!
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pam hamrick

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No, I’m not going to do that. This issue has been going on for over a year and I have attempted to get this resolved numerous times with no response up until this last escalation. If something more needs to be done, that will have to happen on your end. I am not going to keep going round and round with this. Either someone needs to get this fixed or I will be discontinuing my support as this is no way for this situation to be handled.
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Michael Lee

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Pam, I may be out of line here, but please do not discontinue your sponsorship over this. I am sure Maykel misses your letters as much as you miss writing them. I just returned from a visit with my sponsor children. When I was at the project I was able to ask the children some questions about their sponsors, like how many times they write, what they like to know about, what pictures they like. The shocking thing I learned is that some of the children have had as many as 4 or 5 sponsors over time. I think they have a hard time understanding why they get sponsored and then the sponsor stops. The amounts of letters seemed not to matter as much as that they know someone loves them enough to sponsor them. Put this is God's hands, I am sure He will show Maykel how much you love him.
(Edited)
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pam hamrick

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Michael, I understand and agree however I think it is irresponsible of Compassion to have ignored several of my requests to correct this and now after I have done everything that was asked in trying to research this issue, I am told I need to start all over . Your technology is not working and Compassion has a responsibility to its donors to correct issues when they are brought up particularly when this has been ongoing for more than a year. I sponsor 9 children nd faithfully write to all of them except for Maykel because of this technology issue. The ball is in your court now...
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Sierra, Employee

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Pam, Michael is not a Compassion employee; he is another sponsor who's contributing to the conversation. I am an employee, and I have responded to your message below.
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Hilary Hopkins

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Hi Pam, I’m not a Compassion employee, but wasn’t sure if you knew that you can write to Maykel by hand and send it to Compassion. That way she doesn’t miss out on the letters while this is figured out. Just a suggestion :).
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pam hamrick

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Thank you for the suggestion. I am aware of that however it doesn’t make sense that I can write to my other eight children electronically and not this one. There is an issue with the technology that needs to be fixed.
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Sierra, Employee

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Pam, I sincerely apologize that you feel as though you have been ignored. I guarantee that we would never have intentionally ignored any of your requests for help. The only reason I requested that you fill out the online form is because that would get you directly in touch with our IT team, rather than you having to go through a middle man (which, in this case, would be me). I'm happy to help in any way I can, I just wanted to route you to the quickest help possible. I will get in touch with our IT team myself, and once I hear back from them, I will reach back out to you.
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Sierra, Employee

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Hello again, Pam! I spoke with our IT team directly, and they know what the issue is. Please give us about 30 minutes, then you can log out of your account and log back in, and you should be able to write to Maykel without a problem.
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pam hamrick

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Hallelujah !!!!! It appears to be fixed.
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pam hamrick

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Thank you very much !