Letter Issue Problems

  • 1
  • Problem
  • Updated 4 years ago
  • Solved
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Isolated issues/could be confusing

I've written 3 letters online since the changes were made by CI. I checked again today and it still says the letters are in translation. I don't understand why I can't see the ones I've sent, or the photos I've sent either. Is there STILL a problem being worked out? I haven't received a letter from Pamela in Bolivia now for over 9 months, and that seems odd to me. Also I usually get an updated photo on her birthday, and that too has passed and nothing. It gets frustrating when we write and send gifts and never hear anything back, it's like talking to ourselves. Is anyone else getting better information? Thanks!
Photo of Mona Pheifer

Mona Pheifer

  • 3 Posts
  • 1 Reply Like

Posted 4 years ago

  • 1
Photo of KristenH

KristenH, Champion

  • 1122 Posts
  • 695 Reply Likes
Hi Mona, photo updates are every 18-24 months. You can check your account to see when the last photo update was and that will give you an idea of when you should get another one. If, after 26 months, you haven't received a new photo you can ask Compassion to check into this for you.

They are still working out the bugs with the new system. When I emailed about some letters still sitting in translation I was told their goal was to get all letters delivered by Aug. 31. Hopefully that happens! It is rough right now, but I just keep reminding myself that once these issues are worked out we will have a much smoother and faster way to communicate with our kiddos!
Photo of Mona Pheifer

Mona Pheifer

  • 3 Posts
  • 1 Reply Like
Guess I had wrong information when I thought we got a photo update each year. Waiting 2 years for updated information seems like too long, but I'll see what happens.  You're right - it has been rough with the letter writing changes.  I totally understand people being frustrated with how long it's taking.  I feel bad for our sponsored kids, not getting anything from us, what are they thinking?  Hopefully it gets better soon!  
Photo of Emily

Emily

  • 2650 Posts
  • 813 Reply Likes

Hi Mona! Kristen did a great job of explaining the answers to your questions. I looked up your account and see that the last letter is long overdue and I have sent an inquiry to our office in Bolivia to check on your sweet Pamela and ensure she's doing alright. I have requested that she write you a new letter.

The last photo of Pamela was taken in August of 2015. So a new photo will be taken of her around August of next year. It's awesome that you received two updates in two years! I'm happy that the staff did that for you :). We see that every once in a while, but they're only scheduled and required to update photos every two years right now. In the future, we might have the capabilities to do it more frequently.

Thank you so much for your patience! You're making such a huge impact on her life and we're grateful for your care and investment in her!

This conversation is no longer open for comments or replies.