Many issues with the current letter system??!!

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  • Updated 3 years ago
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There are problems with all 3 letters that I submitted online in August for Wogayehu Demilew. I ususally keep in track with all my letters and yesterday, I noticed that my letters for him on August 17th and August 29th letters disappeared in my account! I don't know when it disappeared exactly, but I am worried because Compassion representative said she doesn't see these letters in the system either and don't know why this would happen. "..." when I called Compassion. So, I would like to ask what happened with my August letters here.

One another thing is that August 30th letter for Wogayehu is stuck in transit and one of the representatives at Compassion submitted a request to IT department to take a look at it. If I didn't look back at my letters, no one would have ever noticed that 2 of my letters disappeared and maybe it wouldn't have been delivered to my child. It seems like none of the August letters are delivered to Wogayehu. And he probably didn't receive any letters for one month :(

I am wondering if these problems are due to system update. I hope he gets his letters for August and I also want to know why letters disappear from my account. 
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Jenny Kim

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Posted 3 years ago

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Christina, Employee

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Jenny, I am deeply sorry for any confusion and frustration caused by the letter writing system updates. As you may know, we have experienced more system bugs than we had anticipated, and our IT Team is working diligently to resolve these issues as they arise. Regrettably, there is currently a known issue with letter history online disappearing. This may affect all of your letter history or only some letters. This in no way affects your letters from being sent to your children. However, please rest assured in my system I can see all three letters you sent to Wogayehu in August. Also, please rest assured that your letters dated August 17th and August 29th have indeed been processed and delivered to your sweet child. As you know, the letter dated August 30th is stuck in the status of "Translation Complete". This is another known issue that our IT Team is aware of. They are working to go through the system and push these letters through, so even if you hadn't brought this to our attention, this letter would have been taken care of when they reached your account. We have already sent a ticket to our IT Team to request that this letter be pushed through as soon as possible. As soon as they are able to resolve this issue for you, it will then be sent to Wogayehu. I'm so sorry for the concern you must have had about your letters reaching your sweet boy. Thank you for all the love you give to your children through your wonderful letters. God bless you :). 

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