Letter sent by mail missing from my account?

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  • Updated 1 year ago
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I was just looking at past letters to see if I answered all of the questions in my child's last letter. (It's been a real busy summer, and I am trying to catch up on my letters.) I have tried to keep all of the text part of the letters on my computer, so I was comparing what I have saved to what is in my account. In the process, I noticed I have a letter saved on my computer which I sent by snail mail which I cannot find in the list of letters that I sent to my child in my account. I find this somewhat frustrating and very concerning. Did my child not receive this letter?? I often put a lot of time and thought into writing my letters, and it would be very discouraging to know (or even think) that some of my letters don't make it to my child. I thought all letters were scanned into our account, even the ones sent by post office mail. The letter in question is written to Camilo and dated May 24 at the top of my typed letter. Please let me know why I cannot find a record of this letter in my account. Thank you.
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Beth

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Posted 1 year ago

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Shannon Massey, Employee

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Good morning Beth, 
I am so sorry for the confusion with this letter. I completely understand how frustrating and disheartening it is to know how much love, and encouragement you have poured into a letter just to think it may have never reached your sweet child. Please know I am so sorry that this has made you question our letter system and that your kiddos may miss letters from time to time. We do everything in our power to make sure things like this do not happen, because we truly value the relationship that our sponsors can build with their kiddos through letters! 
With that said, I am so thankful to let you know that I was able to locate your letter! However, it does look like it was flagged for an issue, although it is not clearly indicated what the issue is. Typically when things like this happen, they may be delayed a bit but will still go through just fine, however this one has taken a bit longer than I am comfortable with. Please know that I am sending this one directly to my supervisor in hopes we can escalate this and get it sent speedy fast. Again, I am so sorry about this. Once I hear back from her about this issue, I will get in touch with you, with an update. 
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Shannon Massey, Employee

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Hi Beth! I just wanted to let you know I just got an answer back from my supervisor. Please know that this letter has now been fixed and is in the translation queue to be sent through. Again, I am so very sorry for this delay! I am so thankful that you happened to notice this letter had gotten stuck so that we could fix it for you. Please know this is definitely not the norm, it was a very odd situation and I am very confident that this will not continue to happen. Thank you so much for your patience as we were able to resolve this for you! :)
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Beth

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Thank you so much, Shannon. Yes, I am glad I spotted this too. Is it something I did (or didn't do) that caused the letter to be flagged? This letter was in direct response to a question my child had asked me and a topic my child was interested it. I put a lot of thought into my responses, and was able to bounce off of the topic to encourage safety. I have a really good relationship with that child, and I don't think anything I said would offend him. I saw it as education, interest, and curiosity. I learned a few things too!
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Sarah, Sponsor and Donor Relations, Social Media

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Beth, it was nothing you did that caused this issue; it was just a simple mistake that caused the  letter to not go through processing the way it should have. I am so glad that you caught this and that we are able to get it translated and sent on to your child as it sounds like the two of you had a wonderful conversation going :).
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Beth

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Thanks, Sarah!  :-)

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