Letter had wrong sponsor names/number

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We received our first letter from our sponsored child but it was addressed to "Amy and Tracy" which is not our family. Also showed a different sponsor number in front of their names. I have attempted multiple times to contact Compassion with no success.
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Shelby Moore

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Posted 2 years ago

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Sarah, Sponsor and Donor Relations, Social Media

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Hi Shelby! I am so sorry for the confusion with this first letter and the frustration at not being able to get ahold of a representative from Compassion :(. I've taken a look at the letter from Yaisel and agree that it is indeed written to the wrong people. Your sweet boy actually had a previous sponsor before you picked up his sponsorship in December. From what I can see, it looks like this was a letter Yaisel wrote just before his previous sponsors canceled and we didn't catch it before it was processed and sent to you instead. I am so sorry! I am sending an inquiry immediately to our country office in the Dominican Republic to have Yaisel write a new letter to you. By now, he does indeed know that you are his sponsors, and I cannot wait for you to get to know him! It typically takes about six to eight weeks for us to hear back from the country office regarding these issues. His new letter will appear on your account as soon as the country office has resolved this inquiry for me. Also, we have just transitioned to a new system, which is why you may not have been able to get in touch with us by phone. Our office hours have changed for the month of January and there have also been times where the phones have needed to be off in order to train representatives all together. For now, our hours are 8:00am to 4:30pm Mountain Time. Please feel free to get in touch with us here if you are not able to get a hold of someone via phone!

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