Letters are almost non-existent

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  • Updated 2 years ago
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We rarely hear from our sponsored child anymore. While we used to receive 6 or more letters per year, last year we received only one... and a second one only after we inquired about this. We cannot understand why the letters have stopped coming, especially when the system was supposed to have changed, allowing sponsors to receive contact more frequently when choosing the email option for receiving letters. Can you help us understand why communication has basically stopped? Thank you.
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Julie Bersano

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Posted 2 years ago

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Christina, Employee

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Julie, I am deeply sorry to hear that you have not been receiving very many letters from your precious child, Anahi Mallon. I hear your heart's desire to foster a meaningful relationship with your sweet girl, and we cannot thank you enough for the many encouraging letters you and Mia have sent to her! I see that in June of 2016, we transferred Anahi from your account to Mia's account. In addition, we have undergone many system updates, and we agree that it has not been an easy season of change. During this transition, regrettably, we were experiencing a delay in processing letters which may have affected the frequency of letters you received. However, in 2016 I see that Anahi wrote you 2 letters, and she wrote Mia 3 letters. I also see that 1 letter from Anahi was just delivered on March 10, 2017. Have you and Mia received all of these letters? If not, I would be happy to resend these letters to you :)! Thank you so much for your grace and patience throughout the past year of changes and updates! We appreciate you and Mia hanging in here with us and blessing Anahi with your love and encouragement! 
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Julie Bersano

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Thank you soooo much for understanding, clarifying, and responding. I talked to Mia today; she is 16 now and very attached to Ahahi, writing to her, as well as praying for her every night. We thought it would be good to put the account in her name since she is older now :) However, after talking with her, we could only discover receiving 2 letters total in 2016, and none so far this year. Yes please, if you could please resend these letters that you have discovered in your system, we would be ever so grateful. Might I also inquire how the letter form March 10th was delivered? Mia has checked her email and has not found a link to a letter.  We will  double-check again, but we are certain that letters have not been getting to us over the last calendar year, except for 2 total. Thank you so much! We can't wait to hear back from you. <3 <3
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Julie Bersano

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Thank you for explaining. I am still a fan of the old system when we used to receive letters regularly in the mail, but I look forward to this system working efficiently in the future. There are 2 letters from Anahi in 2016 dated Feb 28th and April 12th on the website; we never received either of these. There is not a "view" button to open up these letters either. So, these letters were not scanned(?) and we never received them either. We wondered about that. Thank you!
(Edited)
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Julie! I do see two letters from the first few months of 2016 that I am resending to you by mail. I am also sending them to you by email so you can read them right away. I am hoping they are the ones you are talking about. The letters were scanned, but for some reason were not delivered to you in the mail. It is possible that they are letters that were delivered to us physically before the system changes. If that is the case, we don't have copies of them to be able to send :(.  I just sent the email to you. Let me know if I found the right letters or not!
(Edited)
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Julie Bersano

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They are not the correct ones, or at least, they do not correspond to the dates listed under the "my letters" tab on the website.The first one that you sent me was dated February 17th, 2016 on the letter itself. The second one that you sent was the one listed as August 22nd, 2016 on your website. On the website, there are dates for letters entered on 2-28-16, 4-12-16, and 8-22-16. Knowing this, I am wondering if the dates on the Compassion site are for an earlier time than when the letter was actually received by the sponsor.  In that case, the letters from 2016 that you sent me would have had to have been the 4-12-2016 and 8-22-2016 letters respectively, and the letter dated on the website as 2-28-16 must be a total loss, as we never received a 3rd letter in 2016. And, we might not ever receive that one if that was before the scanning process began. For this reason, I am not a fan of this scanning system as it seems that when the letters are handled that much, some slip through the cracks in the process. Sometimes, the old-fashioned method of mail delivery pen and paper seems better to me.
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Sarah, Sponsor and Donor Relations, Social Media

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Julie, I knew those letters may not be the correct ones, but I wasn't seeing letters with the February date you gave me. I looked into your account again this morning and can confirm that the letter dated February 28th was actually one that was physically mailed to our office before we ever began scanning letters, which is why you cannot view it online. It had a date on it from late November. The February date you are seeing was actually the date they input the information for that letter into our new letter system. With our old system, there were instances when letters would be lost between our office and the sponsor, which is actually one of the great benefits of us being able to scan letters now. Before this system, we weren't able to get another copy of the missing letters, but we are now able to print a copy and send it to the sponsor because it's on digital record. I am so sorry, but that February 28 letter is one that we do not have a copy of :(. I am so glad that I could at least get the April letter to you, but I know personally how it feels to be missing a letter from your child with no way of getting it back. I sincerely apologize that this letter was lost :(.
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Julie Bersano

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Thank you for researching this so thoroughly, and for explaining this process in detail.  We appreciate it :)  :) We will work to remember the real focus of this whole process, which is to be thankful for and pray for this child. We are thankful for the letters that we have received, and delight in knowing that she is well and happy. Amen for that!