Not happy with customer service

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  • Updated 3 months ago
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  • (Edited)
Inconsistent answers from customer service. When I first started to sponsor children through Compassion, I was told that I would receive updated photos of the children yearly. I sponsor 3 children and I have received updated photos of 2 of the children. One of the children I sponsor, I haven’t received an updated photo and I have sponsored him for over a year and a half. The photo I have was from when he was 5 and he is now 7. When I received updated photos of my other child in January of this year, I had called customer service and asked about updated photos for Nicholas. I was told that I should be getting them within the next month or two and to have patience because some centers are slower than others. Well I waited 7 months and still no updated photos. I called customer service and I was told that we only receive updated photos every 2 years which is different from what I’ve been told on the past. I am very frustrated because I send compassion a lot of money each month and I don’t think that a yearly updated photo is asking too much. When I asked the lady at customer service if she could send a message to his center letting them know I am requesting an updated photo, she told me that it wouldn’t do any good and I have to wait until January 2020! I have called customer service a few times and this isn’t the first time that I have received conflicting answers from the staff. It seems like each person makes up their own answer and “rules”. I sponsor other children from other programs outside of compassion and the customer service is excellent and I receive updated yearly photos of the children. I am going to pray about this over the next week or two but I am seriously considering ending my commitment with compassion and sponsor more children through other projects and organizations.
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Meagan

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  • frustrated

Posted 3 months ago

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Shannon Massey, Employee

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Hi Meagan, 
I truly apologize that you were given conflicting information regarding your kiddos having picture updates. I know it is very disappointing when one person tells you that you will receive one every year, when it is indeed actually every two years. Please know we are so sorry for that mistake! 
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Michael Lee

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Megan,
I am not an employee, I am a sponsor. I understand your frustration with this issue. Years ago I sponsored some children and stopped due to various reasons, one being that things seemed to be inconsistent. This was with Compassion and with another faith based sponsorship. God had put things in front of me over the next year or two that told me to reconsider my decision. I started to sponsor again, with more doubts than before. This time I was selfish and had to find out for myself. I went to visit the two sponsor children to see what Compassion was all about. I want to share a few things that I found out. One, the village that visited in Thailand was a 3 hour drive from from what we would call a city. Once a month, they drive over an hour each way to get the letters from a larger village. It can be huge challenge just to get mail. My other visit (actually my first visit) was to a project in Indonesia .This is in a small city. They have complete different obstacles to overcome. After the visit in Indonesia, I had more questions than answers. I spent almost 24 hours on my knees in prayer. I could not begin to explain how much Compassion is doing for these children. I have now sponsored many more children, with confidence. While I know this has nothing to do with you getting the wrong information about the updated photos, I would like to consider that your commitment is not to Compassion, it is to these children. In my first letter to the children tell them that I have made a commitment to God and to them to sponsor them, and how much I am blessed to be able to do this. I have said before, if things were perfect I would be more suspect. I just want to try to encourage you keep sponsoring your children. Be faithful, send them lots of letters, and keep showing them your love. Compassion is doing the right thing, releasing children from poverty in Jesus' name.
God Bless,
Michael

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Leah, Employee

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Hello Michael! Thank you so much for your words of encouragement. I am so happy to hear your powerful testimony. I know your children are blessed to have you in their lives. We give all of the glory to God, this is his ministry, we are just called to be the hands and feet. We could not do any of this without our amazing supporters and are grateful for each and every one of you. God bless you!