Not receiving letters in the mail or updated pictures?

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I had not received anything from Keit in a while but was still getting a letter here and there from Rosa. We then received the updated information and picture of Rosa but still nothing on Keit. So I logged on to my account and found letters on there that I had never received in the mail from both of my sponsored children and an updated picture of Keit that we also never received. I checked my settings in my account and my preferences are set to receive printed copies of our sponsored children's letters in the mail. So I am unsure why we are not receiving all of our letters/pictures.
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Megan Sadler Whittington

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Posted 1 month ago

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Sierra, Employee

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Hello Megan, I'm so sorry to hear you aren't receiving your letters from Keit! Because you have requested the printed physical copies of your letters, it does sometimes take a few months for those to be delivered. As far as Keit's photo update goes, there's no reason you shouldn't have received that. I apologize again! Are there any letters you'd like us to re-send via mail, and would you like Keit's updated photo physically sent to you as well? Also, is your mailing address we have on file still valid? Thank you in advance for answering all those questions for me!
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Megan Sadler Whittington

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Thank you, I would like to have her current picture. The letters i have read already and replied so I am not worried about those right now. The address on file is valid it hasnt changed since we started sponsering and we do still recieve our letters from Rosa at that address. Just for some reason we have not recieved Keit's most recent ones.
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Christina, Employee

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Hi Megan! I'm sorry you haven't been receiving Keit's letters or her photo update in the mail :(. Since you've been receiving Rosa's there's no reason you shouldn't be receiving Keit's. If this continues to happen with her future letters, please do let us know! I have taken care of requesting Keit's photo update be resent to you. It may take 2-3 weeks to arrive in the mail. Please let us know if you do not receive it. Thank you so much for your grace and patience!