my childs birthday gift

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So I asked about a birthday gift that I sent to one of my girls in the Dominican Republic Cleiri Moserrat Garcia Riverai Number DR052400819 Now when I had asked about the gift at an earlier date because she had made no mention of the gift I was told that it had never processed so she never got it well I just got a letter this week thanking me for the gift and a list of items bought with the gift can someone please tell me if she received the gift or not????? also please inquire about my boy Edwin 's gift in Mexico since I was also told his gift did not process.
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Debra Gonzalez

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Posted 1 year ago

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Leah, Employee

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Hello Debra, I am so sorry for the inconvenience and any confusion about the gifts. I looked in to this further and I do see that the gift delivery status says that the contribution did not go through. This is why you were told that the gifts did not get delivered. However, I checked the transactions and another system that we use to process the contributions and I do see that these were successfully completed. I also show that these gifts were applied to your tax receipt. I am happy to hear that you did receive a letter from Cleiri, I am sorry that this letter took so long to receive. I have sent an inquiry to the national office in Mexico regarding the $60 birthday gift that you sent for Alangael (Edwin) on, August 31, 2017. Again, I apologize that this happened. I do appreciate your patience while we work to resolve this issue for you. 
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Debra Gonzalez

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okay thank you very much I hope indeed he did get gift
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Debra Gonzalez

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I just sent Cleiri her birthday gift for this year I sent $100 I looked at my bank statement it says pending is there any way you can email me when you pull the money and you have it just because of all this that I have been thru there was so much confusion on it all when I had asked about the gifts I was told none of the kids gifts had gone thru I had sent 4 gifts in total then it went from that to no just 2 of the kids got their gifts the other 2 didn't get heir gifts then I got a letter from Cleiri thanking me for her gift so I asked again in the question above and so now looked once again and it appears that yes all of the gifts went thru I would just like to not go thru this again it makes it very frustrating and discouraging as a sponsor. I tell my kids oh I sent you a birthday gift and then when I was told oh no they did not get it I feel bad because I never want my kids to feel like I lied to them or for them to feel disappointed 
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Susan, Sponsor and Donor Relations, Social Media

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Debra, I am doing some more research on these two gifts for you. I know you have contacted us several times about them and I want to be extra sure to have accurate information for you. This is a very unique issue in our system. Thank you for your patience. 
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Debra Gonzalez

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I looked on my compassion account and the $100 gift I sent for Cleiri recently was posted on my account does this mean that it went thru successfully? Could you please verify this for me please and thank you. I did check and the money did come out of my  bank account.
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Shannon Massey, Employee

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Hi Debra, 
Yes, this means the funds were pulled successfully. However, this does not necessarily mean that your gift has been delivered. The only way to know for sure your gift has actually been given to the child and their family is when you receive a thank you note. Please know you should receive a thank you letter for your gift within 6 months of the date you gave the gift. If for any reason you have not received a thank you letter within that 6 months, please let us know and we will be more than happy to send in an inquiry for you to ensure they received it! :)
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Debra Gonzalez

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Yes I get the whole 6 month thing I just wanted tobe sure it was pulled out on your end so there was no confusion about it like last time which we are still dealing with
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Debra Gonzalez

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Has there been any answer from Mexico on if my boy Edwin received his birthday money last year?
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Debra Gonzalez

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I think it has been 4 weeks now since an inquiry was sent


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Shannon Massey, Employee

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Hi Debra, 
I am so sorry but our inquiry was escalated because the field needed some answers from us before confirming the gift. This was escalated on 6/29/18 so we should have some answers for you in the next couple weeks. I am so sorry for the delay, but at least we know they are working on it! :)
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Debra Gonzalez

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I am just going to stop sending gifts rather then go thru this each time god only knows if the kids get these gifts at all thank you for the time with this
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Susan, Sponsor and Donor Relations, Social Media

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Debra, I am so sorry for the frustration and inconvenience after you were so generous in sending this gift in the first place. :( From my experience, most of the time when we send an inquiry, the gift was actually delivered, but there was a system issue that contributed to the prompt delivery of the thank you letter. I do hope we have an answer soon one way of another though! 
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Debra Gonzalez

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Has there been any word from mexico yet? It has now been 6 weeks
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Debra! I'm so sorry! I am showing that we actually emailed you regarding the inquiry for Edwin on Friday. The gift for Edwin was actually delayed, which is why you never heard back from him. We discovered an issue this past spring where some child gifts were being financially processed but not sent to the children. Some of the gifts were given in 2017, but not delivered. I believe that your gift for Edwin was one of these gifts, especially considering how much confusion and trouble we were having with figuring the situation out! This past June, we had a fix for this issue and all those delayed gifts were officially sent to the country offices. Your gift is being given to Edwin this year for a birthday gift, which he will receive. You will receive a photo and thank you letter regarding this gift, but regrettably, it will be another 6 months until you can expect to receive them since the gift is officially being delivered to him now instead of last year. I am so sorry, Debra! I so appreciate your patience with us as we figured out what happened with this gift!
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Debra Gonzalez

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OKay thank you very much is it possible to add $40 more to this so that he may get a $100 gift for his birthday please?????
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Debra! I am so sorry, but I don't have a way to simply add on another $40 to make the gift a $100 gift. The $60 gift has already been processed and is now being used to purchase a gift for your kiddo.
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Debra Gonzalez

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Okay am I able to put it in as his birthday gift because I had planned to send him the $100
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Sarah, Sponsor and Donor Relations, Social Media

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Yes, Debra, you can absolutely do that :). Are you wanting me to process that on your account for you or will you do it online? We'd be processing a $40 gift or a full $100 gift?
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Debra Gonzalez

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Yes you may process it that would be great if you could put it in for $40 please and thank you. Also could you put it in for tomorrow that is when my pay check goes into my account

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