Letters not received!

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Thanks to the Compassion App, I just discovered THREE letters from my child that were never sent to me! This is a problem! Now I’m wondering if my child is getting all of my letters, or if some of them are not reaching her?
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faithkitty

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  • frustrated, disappointed

Posted 2 years ago

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Sarah, Official Rep

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Faithkitty, I am so sorry that you never received copies of these three letters in the mail. With your preferences set to printed digital copy, you should have received them. Can you please tell me which letters these are so that I can look into why you hadn't received them? I can tell you that your child has received all of your letters. Once they finish processing, each letter from you is printed out in our country office and placed in the letter box for her center to pick up and take back to her. The problem with child letters not always reaching the sponsor in printed form can be due to a couple of things, but most likely something happened with them in the mail or they were placed on your online account only by accident instead of being printed as well. I can get a better idea of what may have happened if I know which letters you are referring to and how old or new the letters are. Can you give me the dates you see on these letters?
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faithkitty

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Hi Sarah,
The dates listed on the app (different from the dates written on the letters), are May 27, 2016, Oct. 10, 2016, and Jan. 5, 2018 (!). Incidentally, the Oct. 10, 2016 letter has the photo you had posted in my other support issue, but it is not included in the scanned in letter that I can access from the app! I realized this when they sent me the full letter just now via email. I recognized the letter, but there was no photo in what I had access to. So strange!
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Sarah Heacock Schreffler

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The dates written on the letters are the dates the letter was written and/or the date it was scanned in to be translated (I think they write dates on letters then if the kids have not). The date on the app is the date it finishes translation and is put on your account.
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faithkitty

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Thanks Sarah. I figured it worked something like that
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Madison

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Hi Faithkitty! I was looking on your account to try to find these letters, but I think you may be looking at the date on the app it's showing. If you go into the actual letter, it should say the date on the top left corner of each letter. Can you give me those dates? 
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faithkitty

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Yes I can, but I need to look at them at home, so please give me a half hour to 45 minutes...
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Madison

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That is completely okay! Just let us know whenever! :) 
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faithkitty

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Okay Madison, so I believe you already requested a paper copy to be sent to me of the letter dated April 10, 2016 (10/4/2016).
The other two that I need are dated April 30, 2016 (30/4/2016), and Dec. 16, 2017 (16/12/2017). Thank you so very much
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Susan

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faithkitty, I sincerely apologize but I cannot find any letters with a date on the letter itself or in our system of April 10, 2016. If you are looking at the date in the system, we started scanning letters April 11, 2016. I am not sure if that is why I am not seeing this letter. That said, I am sending you the letters that are dated (on the letter) April 30, 2016 and December 16, 2017. 
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faithkitty

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Susan, the one dated April 10, 2016 was already sent to me, so don’t worry about it. It might have been listed as October 4, 2016, if the month and year were switched. Apparently Africa lists the day/month/year.
(Edited)
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Leah, Employee

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Faithkitty, we are happy to help. Sorry for any delays in receiving these letters. I appreciate your understanding and patience. Happy Easter!
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Teresa Dawn

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Not staff, but almost every country in the world lists day first, so you are probably right about it being October :) Glad you got it sorted out!

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