Letters from My Child Stopped

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My child, Selase, writes to me fairly regularly.  I have not received a letter since the one he wrote in December 2015. I'm worried about his well-being.  Who do I call to be sure he is okay?

What is the current delivery time with the new letter process?  Has he received the letter I wrote in May?

When is the new process expected to be flushed out and on time.  It seems that letters are taking longer to arrive to my child and also to me than they did the "old fashioned" way.  I would have expected the delivery to be much faster using electronic methods.

Thanks in advance.
Jenn
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Jenn

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Posted 2 years ago

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Susan, Sponsor and Donor Relations, Social Media

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Jenn,

I am so sorry that you have waited so long for another letter from Selase. It is not normal to go six months without hearing from your child. I really want to research this situation further and make sure that you are receiving the letters that you are entitled to. Regrettably, I was unable to locate your account from your first name and email address. We also have several children named Selase in our program. Please let me know your child's ID number or your sponsor number so that I can further assist you. 

We are still in transition with the new letter writing process. This means that some of the letters are going much faster (days or weeks) and others are still taking about two to three months like they were before. As we move into the fall, and we work through some of the kinks in the new program, you will begin to see letters go faster and faster. That said, you should not be waiting for a letter and I definitely want to check on your situation in particular.
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Eleanor Clark

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I have not heard from Clark since December 28th is he ok.
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Eleanor! I am so sorry you haven't heard from Clark in over seven months :(. I did check on him in our system for you and found that he is doing well. He's actually written a few letters to you that we are currently processing. You should see them on your account soon! :)
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Eleanor Clark

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Thank you he always written back.
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Pat Lukens

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I just received a letter from before Christmas from my sponsor child. The new scanning process is slower. It is February 28, Also my son in law is from Peru and I get him to translate exactly. You guys miss some of what he is telling me. You never mentioned he went to visit his grandma in Cuzco.
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Susan, Sponsor and Donor Relations, Social Media

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Pat, I apologize for the delay in letters. We are still in transition with the system upgrades but the upgrades will eventually speed up all of the letters. Currently, a number of the letters are going much faster than before and others are taking two to three months as they were before. I took a look at your most recent letter. This letter was delivered February 7 and was written December 21. This means that it took a little over a month to reach you. In reading the translation and the original, the translation appears to be correct to me. It mentions that he planned to celebrate Christmas with his parents and grandparents. I do not see any mention of Cuzco in his original letter but his handwriting is not the clearest. That said, if you continue to see discrepancies in the letters, please bring it to our attention. We want to make sure we are translating fully and accurately and will have the letter translated again if it is incorrect or if part of the letter is left untranslated.
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Jenn

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Hi, Susan.

My child is Selase Doe, and his number is GH4520017.  My number is 3207534.   I am praying that the delay is just the new process.  It is not normal for it to be this long without a letter, so I'm worried about him.

I appreciate any information you can share to ease my worries.

Thanks,
Jenn
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Christina, Employee

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Hi Jenn, I’m so sorry for all the worry this delay has caused you. I can hear your love and concern for him. The
time it takes to send and receive letters is still taking 3 months each way.
Because it has been 6 months since you have heard from him, I am sending an
inquiry to Ghana’s field office to ask Selase to write a letter. Please know it
takes about 6 weeks for us to hear back from them. I know it must be really
hard to wait to hear from your precious child. Thank you so much for your
patience! 
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Jenn

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Thank you.  I appreciate you checking.  I know you all are working through some kinks in the process.  I just want to be sure he is well and something hasn't happened to him.
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Jenn

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I have not seen a response indicate that Selase is okay. Can you please confirm he is okay?
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Jennifer

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Inquiries take more than a month -- rest assured they are on it.
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Sarah, Sponsor and Donor Relations, Social Media

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Jenn, Selase is doing just fine :). If anything was going on that indicated he was not ok, the staff at his center would notify us immediately, which we would then communicate to you. Inquires usually do take about six to eight weeks for us to complete, so I would just encourage you to patiently wait for us to contact you with a new letter from him. I know it has to be difficult to wait though!
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Megan Glavin

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Sarah, thanks for checking my account, but I am somewhat confused by your response. Yes, I do know that I have pending letters from three of my sponsored kids, but they have been stuck in translation/or otherwise in the system for months.  You said I haven't written to Edis in a while and that might be why I haven't received a letter from her, but I have sent her eight letters in the last 16 months, the last one being sent online on June 11th.  As for Lydia, I no longer sponsor her, so I don't know why she would be showing in your records.  The correspondent child I was referring to is Albert.  I sent him a birthday gift in November, and 8 months later I still don't know if he received it.  
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Sarah, Sponsor and Donor Relations, Social Media

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Hey Megan! As we transition to our new letter system, letters are currently taking about two to three months to be processed through the system and delivered to sponsors and children. It looks like the only letters that are currently being processed now are two from Mary in India. Yes, you have written eight letters to Edis in the last sixteen months. The last letter before the one we just processed and delivered to her in June was processed in October. I only meant that she might not have responded quite as much because it had been quite a long time between October and June since she had heard from you. I did send an inquiry for her, which we should hear back about in six to eight weeks. I am sorry about my comments regarding Lydia. Depending on what screen we look at, we can see all of the children you have ever been the sponsor/ correspondent for or the ones you currently have on your account. I must have been looking through the full log of children and didn't realize she wasn't on your account any longer. When you say Albert wrote in January, do you mean the letter was actually written in January or you received the letter in January? I am showing letters processed from Albert on February 8 and March 22, not January. I just want to make sure you received the letters and that I know which letter I may need to inquire about with our staff in Ghana. Sometimes they have a copy of the letter, so if you didn't receive one of those letters, I can ask them about it. I am thinking that March letter may be a response to your birthday gift for him!
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Megan Glavin

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Thank you, Sarah, for your diligent response.  Just want to clarify that I wasn't concerned about not receiving a letter from Edis; I was only letting you know that I have written to her a number of times. My main concern was that according to my online account, I had three letters from other sponsored children that appeared to be "stuck" in either translation or "not read" for a few months. I did receive one of those letters a day or two ago (from my correspondent child Douglas).  My other concern was that my second correspondent child, Albert, did not receive the birthday gift I sent in November, 2015.  The one letter I received from him this year was dated January of 2016 on the letter he wrote, which did not mention the gift.  If he sent a second letter, I have not received it.
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Susan, Sponsor and Donor Relations, Social Media

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Megan, I am so sorry for the confusion! You are correct and are not imagining a slow down in letters. As Sarah mentioned, we are transitioning to a new letter writing delivery system that will eventually speed up the time it takes for letters to be delivered. For now, however, letters are traveling at the same pace or in some cases slower than before. We also have seen some errors in My Accounts and whether they are showing letters correctly. Here are the letters that I am showing right now:

Albert sent a letter that was delivered in March 2016
Mary sent two letters in May 2016 that are still in translation
Edis sent a letter that was just delivered yesterday (July 27, 2016)
Douglas sent a letter that was delivered in April 2016

Please do let me know if you would like copies of any of these letters emailed to you. Let me assure you that from what I can tell, you write frequently and should be receiving letters at least every six months from all of your children. I also wanted you to know that I just sent an inquiry to verify that Albert received the birthday gift that you had sent. We will certainly let you know just as soon as we hear back from Ghana on that. 
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Rachel Hoffman

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I haven't received a letter from Penisan in Kenya in over six months. Could someone please check on her?
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Rachel! I am so sorry it has been more than six months since you last heard from Penisan :(. I have submitted an inquiry for our office in Kenya to check on her and have her send you a letter immediately. Thank you so much for bringing this to our attention and for loving on this sweet kiddo!
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Sarah, Sponsor and Donor Relations, Social Media

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Rachel, I wanted you to know that I received a response back from the country office today regarding Penisan's lack of correspondence. They had her write a letter to you, which you should be able to see on your account today :)
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KristenH, Champion

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I have a couple of kids that haven't written since the end of 2015. Is there a way to see if there are any letters in the pipeline for me that I just can't see yet? If bot, that's OK, I'll just wait a little longer :)
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Kristen! I'm absolutely happy to do that for you :). Can you tell me which kiddos you are looking at who haven't written in that long?
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KristenH, Champion

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Thanks! Endashaw, Antonio, Kelvin, and Lojingu are the ones I haven't heard from since late last year.
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Susan, Sponsor and Donor Relations, Social Media

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Kristen, I just sent inquiries for these four kiddos. Hopefully, you will hear from them real soon.
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KristenH, Champion

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Thanks Susan!
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Hilary Hopkins

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Sarah, I'm going to piggyback on this post- I haven't heard from Noemi, Malory, and possibly Nayda in 6 months. They are all in Bolivia. Can you check if there is anything coming from them?
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Katherine

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Hi Hilary! I'm sorry it has been a while since you have heard from these three sweet girls! I definitely know how hard it can be to wait on letters. All three girls have indeed written letters to you and they are currently waiting to be processed at the country office :). 
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Hilary Hopkins

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Thanks, that's great to hear!
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Cathy Bargerstock

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Hi! Would you mind checking on my sponsored child, Faith in Kenya? I haven't heard anything from her since late December of last year. Also, do we receive any pictures if we send a family gift of over $60.00 or is that only the case if it's a gift to the individual child that is over $60.00? The reason I ask is that I want to copy pictures of Faith and send them to her and her family as keepsakes. Thanks!
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Cathy! I am so sorry you haven't heard from Faith since December 2015 :(. There have been quite a few challenges that Compassion has had to work through as we transition to our new letter system, which includes a backlog of letters at the country office. We are working through them as quickly as possible, and I do see that there are a few letters from Faith in process as we speak :). Yes, you will receive a photo of a family gift if it is over $60, so be on the lookout for that to come in the next few months!
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Cathy Bargerstock

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Thank you for checking on the situation and for all of the good news!
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Anna Stillwell

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Hi, I also haven't heard from my three kids.  The last letter I have from Genesis is dated 12/15/2015 but delivered April 2016.    I'm not sure when the last one came from Ronny because there is no date on that letter just delivery, also in April this year. It has been awhile though. Both of the last ones from them were printed copies of their letters.    The last letter I have from Puspanjali is dated 12/2015 as well.   I have all kinds of trouble getting the letters to open and load on the correspondence page and some of the letters there is just no place to click for an option to open.   I just wanted to check because it is highly unusual to go this long without hearing from any of them.  
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Christina, Employee

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Hi Anna, I'm so sorry that you haven't heard from your three kiddos in a while :(. I know how hard it is to wait for those letters to come because their letters are so valuable and special. Regrettably, we need to allow six months the last letter was received before we can contact the field offices. Because you have received letters from Ronny and Genesis in April, we cannot send an inquiry for them yet. If you haven't heard from them by the end of October, please let us know. I have sent an inquiry for Puspanjali to have the field office in India check on her and ask her to write a letter. We should receive a response within 6-8 weeks, and we will be in contact with you as soon as we hear from them. I'm very sorry that you are not able to load some of your letters. I definitely want to make sure that we fix this issue for you, so you can read your sweet children's letters. Will you please tell me which letters are not loading for you? Please tell me the dates those letters were received and which child they are from. We will do everything we can to make sure you can read these letters. Also, please keep in mind that not all letters received before April 11th are currently scanned into the new system. Thank you for your patience and understanding as we are still working through these changes.

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