Letters aren't populating in my account to be able to respond

  • 1
  • Problem
  • Updated 1 year ago
  • Solved
  • (Edited)
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: case resolved

I've received a letter from both of the kids I'm sponsoring, but I can't reply to them because they don't show up in my account.

Please help.  It's been several weeks since I registered and haven't received my packet or seen them show up in my account.

My sponsor # 07582432
Photo of Melissa Hargett

Melissa Hargett

  • 4 Posts
  • 0 Reply Likes
  • frustrated

Posted 2 years ago

  • 1
Photo of Mr. &  Mrs.Hughes

Mr. & Mrs.Hughes

  • 43 Posts
  • 27 Reply Likes
Since you have a letter from both of your kids so quickly it shows amazing progress. I waited three and four months for my first letters. Probably the letters have been received by compassion, but not translated yet. The other information will come soon I'm sure.
Photo of Sarah

Sarah, Sponsor and Donor Relations, Social Media

  • 4930 Posts
  • 1088 Reply Likes
Hi Melissa! I am so sorry for the frustration and confusion that we have caused you with these newly sponsored children. I do see that we are actually still working to place both kiddos on your account. I'm actually completely amazed that you already received letters from both of these girls since they haven't been officially placed on your account yet. You won't be able to respond to their letters until they are on your account. I know this is frustrating and so hard, but would you hang in there with us a little longer while we get these precious girls' sponsorships on your account? As soon as they are, you will be able to write to them and their packets will be in the mail for you as well!
Photo of Melissa Hargett

Melissa Hargett

  • 4 Posts
  • 0 Reply Likes
Hi Sarah, I was wondering if you had an update for me? It's been another month and the 2 kids are still not on my account. Please advise- Thank you.
Photo of Susan

Susan, Sponsor and Donor Relations, Social Media

  • 7368 Posts
  • 1564 Reply Likes
Melissa, I sincerely apologize for the incredible delay. Both children are sponsored by you but regrettably there is an error in our new system that is preventing them from showing up on your account. Our IT team is working hard to correct this for you. Thank you so much for your amazing patience with us as we work to get this corrected.

I do want to let you know that it looks like your first letters to these children are going through (because you are technically sponsoring them) so if you would like to send physical letters with their child numbers on them, please feel free! Please send your letters to:

Compassion International
Colorado Springs, CO 80997-0004
Photo of Melissa Hargett

Melissa Hargett

  • 4 Posts
  • 0 Reply Likes
Ok. Thank you for the address! I understand technical issues and see them all the time myself.
Photo of Melissa Hargett

Melissa Hargett

  • 4 Posts
  • 0 Reply Likes
So I received another email notification that I have new letters, but they aren't available in my account to be able to read. The 2 kids are still not on my account and I don't think Compassion has been deducting the monthly fees due. I want to financially send what I'm supposed to. Can we please find a way to rectify everything ? It's been about 3 months now.
Photo of Susan

Susan, Sponsor and Donor Relations, Social Media

  • 7368 Posts
  • 1564 Reply Likes
Melissa, again,  I sincerely apologize for the delay in these sponsorships. There is a unique system error that is preventing them from being finalized on your account. I just took a look again to make sure that everything is alright and escalated this issue again. I know this has been in process for a long time and I am so so sorry that it is taking so long. Please know we are working hard to correct this as soon as possible. 
Photo of Susan

Susan, Sponsor and Donor Relations, Social Media

  • 7368 Posts
  • 1564 Reply Likes
Melissa, it looks like as of June 29 we were able to get both children onto your account. Please do let me know if you are still not able to see them on your account or if you have any further questions or concerns. Thank you so much for your partnership!

This conversation is no longer open for comments or replies.