Paid for 2 sponsor children for year and only 1 got credited

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  • Updated 1 year ago
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In May we signed up top sponsor 2 more children, with PayPal for the entire year. Only one children's account has been credited. I am getting late notice for one of the children.
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Debbie Wilcoxen

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Posted 1 year ago

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Sarah, Sponsor and Donor Relations, Social Media

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Debbie, I am so sorry for the confusion with the funds from your PayPal donation not showing up as being applied to Keinis. I can look into this for you to see what happened, but a little more information would be helpful. What day did you submit the donation via PayPal? Did you receive any sort of confirmation after doing so or does it show up on your PayPal account? Did the donation for Keinis come out from your bank as well, or just the one for Edwin?
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Debbie Wilcoxen

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Hopefully this isn't confusing. On May 7th I indicted that I wanted to sponsor Edwin and Salome Espinal Tous (CO075500122). I paid Pay Pal for a year for both children. I have received and paid my Pay Pal account bill with my charge account. A few weeks later I went on my Compassion account and noticed that I had a new girl Kenis. I called and they told me that Salome had already been sponsored, that was great news. I received both sponsor envelopes of information for Edwin and Keinis. However I noticed that Keinis account had not been credited with my money. On June 16th I received Salome Tous sponsor envelope with information. I called Compassion told them I was confused in why was I getting Salome information envelope. Then I received a letter dated June 18th saying thank you for letting them know that I was unable to sponsor Salome Tous. Then end of June I get a reminder notice that I owe money for sponsoring Keinis. Each time I called I was told someone was looking into this problem and I would be getting a phone call.

I am wondering if the Pay Pal money went into Salome account. I am so glad you are responding to my problem.
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Sarah, Sponsor and Donor Relations, Social Media

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Thank you so, so much for the extra information, Debbie! I sincerely apologize for the confusion with receiving Salome's information in the mail after we had confirmed that Salome had already been sponsored. That is true, and I am seeing that our system was sending you all sorts of mailings for Salome that it shouldn't have. I'm adjusting your account while we figure out what happened with the donations for Keinis so that you won't continue to receive the notices that you are behind. Thank you so much for your grace and patience as we work to correct the problems on your account!
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Debbie Wilcoxen

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I received a letter per email from Salome yesterday. Please send it to her sponsor. Thank you for your help.
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Debbie Wilcoxen

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Letter was even address to my husband and I and told us everything about herself.
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Debbie Wilcoxen

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I also got any email letter from Keinis also. Thank you for your help.
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Susan, Sponsor and Donor Relations, Social Media

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Debbie, I am so sorry for the continued confusion. I am working on having a new letter written by Salome for her new sponsors. Please rest assured we have a ticket with our processing department to research and correctly apply the your Paypal donation to Keinis. Thank you for your patience.

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