Letters have been in translation since January

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I am hoping someone can look into receiving electronic letters from my children. Some of them that have said letters are in translations--since January. Is there a way to see if this is just a computer glitch? My newest child, Avril, has a current letter-so I know it's not all of my account.  And at some points last week it said that I had two letters in translation and now it says one.  My husband is writes software so I know glitches happen, just wanted to check into it in case it is an easy fix.
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Jolene Gerlach

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Posted 2 years ago

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Kasey Hallmark

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Mine are like this too!
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theresa angeletti

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me too
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Christina, Employee

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Hi Kasey and Theresa! I'm so sorry that you are also being affected by this issue :(. I have sent all of your letters that have been "stuck" for more than one month to our IT Team. Please know that our tech team is working very hard to take care of all the letters that have been waiting to be processed. Thank you so much for your understanding and patience! 
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Stephen

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Mine have been in translation or processing since November 9th of 2016
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Rebekah Bell

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Same here, for two of my kids. Ronald from Uganda and Vithurshini from Sri Lanka. I got a letter in February from Vithurahini but there is one I still can't open from January.
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Christina, Employee

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Hi Rebekah! I have also sent your letters that have been "stuck" for more than a month. Thank you for letting us know, so we can send these to our IT Team :). 
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Rebekah Bell

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Thank you so much for your help!
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Christina, Employee

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Hi Jolene! I'm so sorry for the delay in processing your letters :(. We understand how important letters are, especially with fostering a relationship with your kiddos. Please rest assured that our IT Team is aware of this issue, and they are working diligently to resolve this. Regrettably, I was not able to locate your account, so will you please provide your sponsor number or one of your children's ID numbers? We are kindly asking all of our sponsors to allow at least a month or more to allow our team the opportunity to take care of the majority of these letters. However, if you do have letters that have been "stuck" for more than one month, please do let us know so we can send these to our tech team. Thank you! 
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Jolene Gerlach

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Christina, 
Thank you for your answer.  I contacted Compassion directly.  Since I write all the letters I often forget that the account is in my husband's name.  ;)  I was given a wonderful e-mail reply that contained the letters.  Seems like there is a bit of a tech issue.  
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Tracy Halstead

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I am wondering if the same has happened to my letters. Since January it says that my letter from my sponsor child has been translated but I haven't seen it. I have written two since December and want to write to my child again, but I was waiting to hear her response so I can carry on more of a conversation. Please let me know what is happening . Thank You.
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Tracy! I can absolutely look into this for you, but I can't find an account with your email address, and we have several supporters with your name too. Do you know your sponsor number?
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Tracy Halstead

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Sarah: yes, my sponsor number is 02196466.
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Susan, Sponsor and Donor Relations, Social Media

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Tracy, I sincerely apologize for the delay in processing this letter. It looks like it is actually going through our quality assurance process at the country office in the Dominican Republic right now and it is not possible to push it along. These letters need to go through quality assurance so that we can make sure we are catching and fixing all the issues in the new system. I trust you will receive it soon though! 
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Kris Rasmussen

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I have a letter from Jhan Marco that completed translation two months ago 1/21/17. Is there any way to push it through to me?  PE020501196
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Christina, Employee

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Hi Kris! I'm so sorry that you haven't been able to read your new letter from Jhan Marc. I understand how special our children's letters are. I see that your letter is not in the final stages of being uploaded to your account. I was able to download this letter for you, and I am emailing you now with a copy of Jhan Marco's letter :). Thank you for your patience! 
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Kris Rasmussen

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Thank you Christina!!! I got the smile I have been waiting for!

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