Missing Letters, error messages

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  • Problem
  • Updated 1 year ago
  • Solved
Archived and Closed

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I wrote a letter to each of my kids on 2/6/17. They all said invalid date on the letter writing page. Some still show this and some do not. None show the letter in their history. None of the kids show any letters from me or them before December. Jackson has had one from him in processing since 1/24/17. I have received other letters from other kids since his. Some of the received letters have changed the date received. I know the last one from Joshua came in on 1-9, now shows 1-28.
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John

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Posted 2 years ago

  • 2
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Kasey Hallmark

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Mine also did this but my letter is listed now as my first letter at the very bottom but it shows as completed. You might check there.
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Susan, Sponsor and Donor Relations, Social Media

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John, I am so sorry you are still having issues viewing your letters and with the dates on the letters. We are aware of the invalid date issue and are working hard to fix this error as soon as possible. Thank you so much for letting us know though! 

In regards to Jackson's letter, we are doing additional quality assurance checks since the new system upgrade. Jackson's letter is currently going through this quality assurance. Please allow a three to four weeks for these letters to go through these checks. We sincerely apologize for the delay. 
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John

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Jackson's letter went from dated 1/24/17 to 4/24/17 and says being processed.
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Christina, Employee

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John, I'm so sorry for the continued issues you are experiencing. I hear your concern, and I understand the importance of your children's letters. As Susan said, our IT Team is working diligently on resolving the known issue of invalid dates on letters. Please rest assured that all of your letters, including Jackson's, are correct in our systems. Please take what you see online with a grain of salt for the next couple of weeks. We are grateful for your patience and understanding as we work on correcting this issue. 
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John

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I was a customer service supervisor for several years. I would listen to my agents take calls. Each time one of them would say, "That's a known issue" to the customer I knew I would probably be taking over the call because it would escalate to me almost every time. I always told them find a better way to say we are aware of this problem and we are working to resolve it as quickly as possible. It didn't always work, but more often than "It's a known issue." I do not know all the "known issues" so will continue to report each problem as I see and experience them. If it seems different than something I have already reported then I will add it. I try to look at the other posts but there are too many and many are basically repeats.
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Christina, Employee

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John, I apologize for any frustration regarding these errors that you are experiencing. Please know that it was not my intention to invalidate the issues you are facing with your child letters. I simply wished to let you know that this issue is documented, and our technical team is working on fixing it as soon as they can. We do appreciate your valuable feedback. Please know that our heart is to be as open and honest as possible about the issues we face. We cannot thank you enough for your steadfast grace and prayers. 
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Susan, Sponsor and Donor Relations, Social Media

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John, I just wanted to follow up with you. It looks like all the letters you mentioned here except for one have been pushed through. We are also working hard to push through a list of other letters for you. Thank you for your patience and grace as we work through these issues. And thank you again for letting us know of the issues you are seeing. 

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