Letters to children missing

  • 2
  • Problem
  • Updated 2 weeks ago
  • Solved
3 letters missing over one months time. Two letters to one child and one letter to another are not showing in the app. Is there any hope they will be found? What can I do?
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Ashley Lewis

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  • frustrated

Posted 3 weeks ago

  • 2
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Christina, Employee

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Ashley, I am so sorry for any concern or confusion caused by not seeing your letters online :(. I would like to first let you know that we have been seeing a bit of a delay in letter processing because this is our busy "Christmas" season, so your letters may simply be delayed. I am happy to help you and look into this for you. Are they letters that you wrote to Victoria and Tahira, or are they letters from your girls? Will you please tell me specific dates that you wrote your letters and to which child? Did you mail your letters or write them online? If you wrote them online, did you use the mobile app or the website? Thank you for allowing us to help you! 
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angelslegacy

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I thought I was alone! I sent 3 letters to my kiddos on October 6th and I have yet to see them scanned on the app. Now I'm wondering whether this has nothing to do with my post office and everything to do with the holiday backlog at compassion..
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Shannon Massey, Employee

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Hi angelslegacy, 

I see that you were recently speaking with my team member, Sarah about your letters and that you will be contacting your postmaster. I hope you are able to find out what is happening to your letters! 
We do know some letters have turned out to be delayed due to the "Christmas rush", but at this time it looks we are all caught up through about a week ago, meaning you may want to rewrite your letters to ensure they get through in time for the holiday. I am so sorry for the hassle and inconvenience! 
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Ashley Lewis

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I sent them thru the mail to both of them. I am sorry don’t know the date. It was probably mid-late September. There is a letter to Victoria that was sent after and it is showing now but not the ones I sent before. I also sent Tahira a letter at the same time as the latest one I sent to Victoria that is also missing. All of the missing ones were sent thru traditional mail. Thanks!!
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Sarah Heacock Schreffler

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Several people are complaining about letters sent through the mail not scanned. I think there is a big delay in scanning right now. They do eventually get there, but take a while.
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Shannon Massey, Employee

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Hi Ashley, 

Thank you so much for this information! As Christina and Sarah both mentioned, we are currently behind in scanning in physical letters due to our Christmas season here at Compassion. We ask that our sponsors send all Christmas donations in by October 31st and in addition to this to also send Christmas letters or cards roughly by this date as well. We do this because we know we will have a huge increase in the amount of mail we receive and things will be delayed a little. This gives us a buffer to get through this backlog and still get everything to our children in time for the holiday. Again, I am so sorry for the delay. We know during times like this it can even take up to six to eight weeks for letters to go through. Thank you so much for your patience during this busy season! I pray your letters come through soon! 
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Ashley Lewis

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Ok sounds good thanks!