Missing letters???

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I sent 3 letters dated May 7 by postal mail to 3 different children. One child has a letter in translation on May 12; the other 2 do not. I posted my concerns both in this blog and through my account, but did not receive any helpful answers. So finally I mailed copies of the same letter to the 2 children who did not have it showing in their translation list.

Now, one of those 2 children is showing a letter in translation on June 27, but the other child is not. what is happening to the letters I send? It appears that only 1 letter from each envelope has been processed. (I mailed the letters in the same envelope, as I have always done, each with an appropriate label with child & sponsor names & numbers.) Are the other letters being thrown away? Why aren't they showing in the accounts? Is 1 child receiving all of the letters in the envelope, even though they have another child's name and number on?

As I stated before, sponsors invest a lot of time and thought in the letters. It is very concerning to think that the letters are not making it to the children. It is also concerning that I am not able to see a copy of the letters that are listed in translation, and no one has helped me find the answers to my concerns about the missing letters. Thank you for any help that you might be able to give.

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Beth

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  • concerned.

Posted 4 years ago

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LL S

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I don't know if this is helpful but something I have noticed is that the letters are not in chronological order.  I thought I had LOTS of missing letters for many of my kids but when I load ALL of the letters the kids in question I find some completed letters dated in the last couple/three months showing up in 2015 and even 2014, even though they have 2016 dates. 
(Edited)
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Sarah, Official Rep

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Beth, we do understand your concerns and are working hard to help untangle them as best we can. The letter that went into translation on May 12 was one talking about your home to Manuel, correct? Though I didn't see the date you wrote it on there, you said you had sent it on May 7. Were all the letters you sent on May 7 about the house? The letter to Camilo about the house had a date it was written of March 28 and it was processed on June 21, which is why I ask.  I don't see the letter yet for Angel, but we have seen some letters have problems as we try to scan them into the system. When that happens, they have to be manually reviewed and sent through, which we are trying to process as quickly as possible but there are many of them. Some of the other letters you wrote have taken several months to get into the system and start being processed. The letter about 4H was written in April, but wasn't processed until June. I truly believe that your letters are all working their way to be processed and sent to your kids in Guatemala, but they aren't all in order. We have not been throwing away your letters. I know this is frustrating, and I sincerely apologize for how hard this transition has been on many of our sponsors. I am happy to let you know exactly what letters I see in your account for each of your children and continue to work with you to figure out where your letters are.
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Beth

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Thank you, Sarah. It sounds like a mess if the letters are taking that long and also are not going in the system in order. Knowing that, I think it may be best to assume everything is (or will be) going through the system sooner or later. (The letter about my home to Manuel was written April 7, not the letter I wrote May 7.) I hope the problems get fixed soon so communication between sponsors and children can get back to normal.

Is there anything sponsors should or should not do so the letters scan into the system without problems? Are all the online letters able to be processed without problems?

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Sarah, Official Rep

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Actually Beth, you do a fantastic job helping us process your physical letters as quickly as possible, because you include your sponsor number and the child number on the little stickers you place at the top of each letter. That is so helpful!! The online letters do tend to go faster because they are able to start going through the system as soon as you hit submit. The physical letters have to be scanned and sometimes the scanner has had trouble processing letters for various reasons. As errors come up, our IT team is working to fix them as quickly as they can. Some errors take a lot more time and patience to be corrected, but we are diligently working on them! It is frustrating for us as well to have the correspondence process slow down, but we have confidence that you will begin to see it speed up over the next few months! Thank you so much for hanging in there despite the disappointments. I am constantly thanking the Lord for the grace and encouragement extended to our staff by sponsors in the midst of trials like this :). 
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Beth

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Thanks, Sarah. Everyone on your end must need a lot of patience to get through this too! Actually, since we can now include photo pages, I am finding that it works quite well to send letters online.

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