Letter not received after almost 340 days

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I have asked about a letter from Hellen (HO032800469) several times in the past eleven months, including while in Honduras in April.  The letter shows "Translation Complete" on April 25.  I received a call that the letter was mailed last week, but the letter I received was a current letter.  I don't know how to restart the inquiry, but I don't understand the "wait 30 days" and then ask again. 
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Steve

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Posted 4 months ago

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Shannon Massey, Employee

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Hi Steve, 
I am so sorry for the confusion on this letter! I was able to locate the letter you are speaking of, but I am showing that it is placed on your account under the date 2/8/18. Can you please verify this is the letter you were looking for? This letter looks like it may have had to be re-written by your child because something may have been missing or left out. Please let me know if this one is the correct letter and I would be happy to send you a copy via mail if you would like! 
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Steve

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Yes, this appears to be the same letter.  I took a screen shot of the Letter Tracker info, but I don't know if it went through.  The letter showed "Has a Problem" on 2/8/18, and then "Translation Complete" on 4/25/18.
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Shannon Massey, Employee

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Hi Steve, 
Wonderful! I am so happy we could track down the correct letter for you! I did go ahead and resend that to be printed and mailed off for you. You should receive it in about two weeks at max. :) Thank you so much for your understanding! I know in situations like this when a letter must be rewritten and then get uploaded back to a date months before it can get pretty confusing! I do apologize for the hassle! 
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Steve

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I wanted to follow-up on this letter as it will be a year old this week.  I sent an email of a screen shot to help identify which letter is missing, but didn't include dates.  The letter shows up as "in translation" between our letter dated 8/10/17 and her letter dated 9/11/17. 

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Christina, Employee

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Steve, I am deeply sorry to see that Hellen's letter from August of 2017 still appears to be delayed in processing. We sincerely apologize as there may be been some confusion regarding this letter the last time we spoke. Please rest assured that I have sent this to our IT department, and they are working very hard to discover the root cause and resolve this for you as soon as possible. We are so grateful for your grace and patience through this situation. Thank you for your continued understanding! 
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Steve

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Thank you for your help.

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