Missing Sponsored Child on My Account

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I sponsored Simin nearly a month ago while at a church event. I recently was able to create my account on this site but it does not show him on my account. I also at one point had a charge from Compassion that was marked as pending but then never actually got charged to my account. Any help clearing this up is much appreciated, as I had already written a letter to send to him.
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Nicholas J. Crain

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  • concerned and frustrated

Posted 3 years ago

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Sarah Heacock Schreffler

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I expect the charge will clear your account when he actually shows up on your account. That has been what happened to me the two times when I had to wait for a child to show up.  Give them Simin's Child ID and they can verify that he is still reserved for you, just taking time to be processed.
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Susan

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Nicholas, I just took a look and saw the transaction for your sponsorship in process. I went ahead and pushed it through. You are welcome to send that letter now if you would like. Also, I am emailing you more information on how to create a web account so that you can manage your sponsorship online. 
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Jamie Riemersma

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The last of my India children was removed from my account yesterday. But the child that I sponsored in his place has not been added. I've heard of a couple situations where the sponsorship have not gone through, and I wanted to make sure that my new child was still being added to my account.
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Susan

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Hi Jamie! Thanks for reaching out! I'm happy to check on it for you. Could you please post the new child's ID number here? I regrettably can't tell who the new child is. Thank you!
(Edited)
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Jamie Riemersma

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Hi Susan,

Unfortunately, I did not think to write down her number when I sponsored her.  Her name is Suphicha kamwilai, and she is in Thailand, if that helps.
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Sarah, Official Rep

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Gotcha, Jamie! Is she little and wearing an orange hat in her photo? I am so sorry, but it looks like your sponsorship did not go through for her. She was sponsored by someone else in the middle of last month :(.
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Gina Dial

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I also sponsored another child after my India sponsorship ended and also haven't seen the new child on my account yet. His name is Carmelo Jr Santiago from the Philippines (I don't have his ID). Could someone please check if this sponsorship went through (last time I tried to transfer sponsorships it didn't go through, so just thought I'd make sure I'm not jinxed or something :) ).
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Jamie Riemersma

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Thank you for looking into this for me, Sarah. Yeah, that was her. Just so they know, I did receive the confirmation email and she did appear on the dashboard on the day I sponsored her, which was March 7. I was going to apply my India funds to her sponsorship, could you please have them applied to my boy, Nattakit (TH099600578) instead?

I hope they are working on getting this issue with sponsorships not going through corrected.. On top of the loss of my India kids, I am finding this additional loss very hard to take.
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Shannon Massey, Employee

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Hi Gina, I do not see this child on your account. However, I do see a child in Haiti, her name is Islande. Had you elected to sponsor her? Or is it possible this is the child we selected for you, and you had tried to exchange this young lady for Carmelo? 
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Gina Dial

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No, this is the first I've heard of Islande, so she must have been selected for me. If Carmelo was sponsored by someone else, I'll try to pick another child online.
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Shannon Massey, Employee

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Hi Jamie, 

I am so very sorry to hear that this error occurred on your account. I truly understand how heart breaking and discouraging it can be when your heart has fallen in love with a child, and then they are so quickly taken away. I want you to know that this is being worked on, and it will be fixed as quickly as it possibly can be. We want our sponsors to have the very best experience possible when selecting a child and we know that this is a top priority to be fixed. 

I do want to ensure that everything else on your account is correct to make sure that this does not happen again. I see that you have two new children who were recently added to the account, Naw-Sa-Shersher (TH081700588) and Nattakit Lakkanajan (TH099600578). Were these children both added after India closed? Please let me know if this is correct, I really want to make sure that we have everything perfect going forward. 

Thank you so much for your kindness and understanding! 
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Jamie Riemersma

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Hi Shannon,

I chose Naw-Sa-Shersher to take the place of one of my India kids, and added Nattakit shortly after that.  They both belong on my account. :)  Now that I won't be getting Suphicha, I would like my India funds applied to Nattakit's sponsorship, if that can be arranged.
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Jamie Riemersma

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Hi Shannon,

I chose Naw-Sa-Shersher to take the place of one of my India kids, and added Nattakit shortly after that.  They both belong on my account. :)  Now that I won't be getting Suphicha, I would like my India funds applied to Nattakit's sponsorship, if that can be arranged.
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Shannon Massey, Employee

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Hi Gina, I apologize for the confusion. I now see that Carmelo is on hold on your account pending being added to the account. Sometimes this will happen if someone needs to take a look at something manually on you account. However, sometimes this happens if the sponsorship was not completed. Di you go all the way through the sponsorship form and receive an emailed receipt for Carmelos contribution? I just want to ensure that he will be added to your account. Also, I have removed Islande from the account.  
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Shannon Massey, Employee

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Hi Jamie! I am so happy to hear that is correct! I have sent a request to have your India funds applied to Nattakit's account. Please know that because of the India closure, we are seeing these money transfers take about six weeks to go through. However, we will make sure this happens. Please note the full amount of your transfer will be $760, because you had paid a full ten months of support for each of your two India children.

I hope this is helpful! :) Have a lovely day!  
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Gina Dial

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Hi Shannon, I received an email confirmation right after I signed up to sponsor Carmelo 2 weeks ago, but my bank account has not been debited for his first sponsorship payment.
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Jamie Riemersma

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Shannon, this was very helpful.  Thank you!
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Christina, Employee

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Hi Gina! Thank you for choosing to bless another kiddo! I'm so sorry for the delay with processing your sponsorship. Regrettably, due to a major system upgrade and transition we have undergone in January, we have been experiencing a few system glitches. These system glitches have caused our processing team to be a bit delayed in taking care of new sponsorships. However, I do now see your sweet Carmelo on your account! I also see that today we processed your first donation of $38 for Carmelo, and his automatic withdrawal will begin on May 20th along with your other kiddos :). You should see this donation processed through your bank account within the next 1-2 business days. If you are not yet seeing your child on your account, you may want to log out of your account and log back in. Please let us know if you have any additional questions. Have a blessed day!
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Sally Martin

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I am currently sponsoring two children, one that I picked online and one that I signed up for at a church event. Johnson, whom I found online, shows up on my account and everything is great, but Slyvesta, whom I found at the event is not on my account for some reason. I have already made three months worth of payments that have been processed and I am anxious to get everything organized.
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Christina, Employee

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Hi Sally! Welcome to the Compassion family, and thank you so much for responding to God tugging on your heart to sponsor these two precious boys! I do indeed see Johnson (HA027700651) on your account as you said. I also see little Sylvesta (GH095300134) is still in the process of being placed on your account. I am deeply sorry that it is taking longer than normal to process your new sponsorship of Sylvesta. Regrettably, our processing team is experiencing a backlog which is causing a bit of a delay in some new sponsorships being taken care of. Please rest assured that Sylvesta is on hold for you, and our processing team will take care of your sponsorship as soon as possible. In the meantime, you are definitely welcome to write Sylvesta physical letters instead on electronic letters until he shows up on your online account :). Thank you so much for your grace and patience! 

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