Letter in transit since January

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Name: Thomas Gerlach  Sponsor Number: 01325260  
We have a letter from one of our children that has been in transit since January 26th.  Her name is Anne Rose Alcenat.  I know it takes months, this just seems a bit much to me.  Any info would be appreciated.
Thank you.
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Jolene Gerlach

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Posted 1 year ago

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Jolene Gerlach

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This reply was created from a merged topic originally titled Another letter issue--I should have waited to post.

Sponsor Name: Thomas Gerlach
Sponsor Number: 01325260 


We have another letter that says translation was completed on February 25th, but still says in transit.  This letter is from Kritsada Siriprapacheun.  Thank you for your help.
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Shannon Massey, Employee

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Good morning Jolene, 

I am so sorry that you have been waiting such a long time to view these letters. However, I actually see that the letter from Anne Rose is in the system and has no issue. Are you unable to see this letter online? Or were you possibly just missing the printed snail mail copy?

Secondly, I am so sorry, but I do not see a letter in your account from 2/25. Can you please double check this date for me? 

Thank you so much, Jolene! 
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Jolene Gerlach

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I can not open the letters, online, from Kritsada or from Anne Rose.  Kritsada's now says "02/24/2017Translation Complete" and the one from Anne says "01/27/2017Submitted"

I know it takes a long time and am trying not to be impatient.  All of our other children's letter are coming through fine.  I know it depends on the center, our child in Columbia has managed to get 5 letters to us in 2017!!  :)   So, just figured I would ask to have someone check on these ones.
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Jolene Gerlach

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I also spoke to an wonderful woman who was working on sending me hard copies of the last few letters from one of compassion children that left the program.  I was saddened that I hadn't been able to print them before she and her letters were deleted from my account.  In fact, she was deleted from the account before I received the call that she was no longer needing compassion's help.  This was a few months ago, and again I was trying to be patient.  Is there a way to still get those letters, since I'm thinking the employee maybe forgot or got sidetracked?
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Christina, Employee

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Hi Jolene! I’m so sorry that you have experienced some issues with your children’s letters :(. I completely understand your eagerness to read your precious letters from Kritsada and Anne! I see that we have one letter from Kritsada on January 18, 2017 and one letter from Anne on January 26, 2017 that are now going through the final stages of processing and quality assurance, so they should be available online soon. The good news is that I was able to download these letters for you, and I am emailing a copy of them now for you!Regrettably, our system does not show any letter from Kritsada on February 24,2017 or from Anne on January 27, 2017. Sadly, we have been experiencing some issues with our systems that our IT Team has been working diligently to resolve, so this may be an issue with the letters on the dates showing incorrectly. Please rest assured that each and every letter to and from your kiddos will be delivered :).

I sincerely apologize for the delay in connecting with you regarding Esther from Uganda leaving the Compassion program. I’m so glad that we were able to speak with you over the phone :). Just in case our representative you spoke with forgot to send you Esther’s letters, please rest assured that I have requested to have her past 3 letters emailed and physically mailed to you :).It may take 2-3 weeks for you to receive these letters in the mail. Please let us know if you have not received these letters within this time frame. Thank you so much for your understanding and patience!
(Edited)
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Laura Hinchey

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Hi There, I have 2 letters from Vianey stuck in transit from a few months ago -- could someone get them unstuck for me? Thanks!
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Laura! I sent those letters to our tech team so they can help push them through the system for you. I am so sorry that they've been stuck for a while :(!

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