The payment didn't go through this month

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My payment didn't automatically withdraw this month, none of my banking has changed can you check into this for me? It says it's past due. Thanks
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Kasey Hallmark

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Posted 2 years ago

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Gina Dial

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I'm having the exact same problem. None of my February 20th auto payments pulled from my bank account and I'm also getting a past due message.
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Christina, Employee

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Hi Gina! I'm so sorry that you were also affected by this system glitch! I see that your automatic monthly donations are set back up for the 20th of every month beginning on March 20th. The good news is that your February donation was received for Jayramie and Betty! However, your $38 for Sujintra was not received last month. Regrettably, you will need to make an additional $38 donation for Sujintra whenever it works for you :). 
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Christina, Employee

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Kasey, I'm so sorry for any confusion caused by your support for Genesis not automatically withdrawing last month as it should have. Sadly, we did experience some system glitches during our transition to a new system. I do see that your donations are set back up automatically now :). It is scheduled to withdraw your $38 each month beginning on March 25th and every 25th of the month after. However, you will need to make an additional donation of $38 to cover Genesis' support for February. Please feel free to make this additional donation whenever it works for you :). 
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Kasey Hallmark

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Ok thank you I didn't want to pay it then it automatically withdraw again! I will do this now! Thanks for all you do!
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Kasey Hallmark

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This reply was created from a merged topic originally titled Payment.

My payment didn't automatically withdraw this month, none of my banking has changed can you check into this for me? It says it's past due. Thanks
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Jenny K

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I have the same issue. I did change my date to the 24th of march. The payment never came out and now it is showing i owe double. I can cover for march on 4/7.. vut would like to resume withdrawls on 4/24.
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Jenny K

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This reply was created from a merged topic originally titled March payment.

I changed my march withdrawl to the 24th but it never came out of my bank acct. So i see it is overdue for march. I can cover it on 4/7. But why is it showing double the amount? I would like for the payments to start coming out the 24th of each month starting in april... thanks!
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Christina, Employee

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Hi Jenny! I'm so sorry that your automatic donation did not process when it was supposed to :(. I am happy to help you with your account, but, regrettably, I was unable to locate your account. Will you please provide your sponsor number or child number? You are also welcome to email us at socialmedia@compassion.com if you would prefer to send us this information privately :). Thank you! 
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Amy Hebden

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This reply was created from a merged topic originally titled Child not getting payment.

My child has not gotten his payment for @ 5 months.  I have been making the payment through my back account but it looks like the bank had deleted some of the account numbers.  Can you tell me where my payments have been going and will they now be sent to my child?

Sponsor - Amy Hebden  
Child - Romain Dibloni  BF095500151
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Christina, Employee

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Hi Amy! I'm so sorry that you were experiencing issues with your bank sending your sponsorship donations for Romain :(. I see that we did not receive a check from you for September and December of 2016 as well as January, March, and April of 2017. We did receive a check for February through :). We received a second check in late February and one in March, but these checks were void because they did not have your sponsor account number on them. If you are able, you may make additional donations as you can to catch up on your sponsorship. However, if you are not able to make up these missed months of sponsorship, we may be able to help you :). Please let me know if you are in need of this help or if you have any additional questions! Have a blessed day!
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Amy Hebden

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You are correct that I missed the payments for September and December 2016.  I do have the following payments that have cleared my back account.
Jan. 12th,
Feb. 23rd 
March 9th.

You mention that you received a late February and March that were "Void".  Can you explain that?  If void means they were refunded to my bank account then that is not the case.  I have not received any return payments.  
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Susan, Sponsor and Donor Relations, Social Media

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Amy, I apologize for the confusion. This is a very strange situation and I am researching what the notes on the check mean, especially because these amounts were withdrawn from your account. I will let you know what I find out. Thank  you for your patience.
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Susan, Sponsor and Donor Relations, Social Media

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Amy, I checked with our processing department and these checks were voided in error but only in our system. They did go through as you said, but our records need to be updated to reflect that. I hope that makes sense. You may be aware that we upgraded our systems recently. This upgrade has caused all sorts of weird things to show up in our records and we are working hard to correct all of these issues as soon as possible including the one involving these two checks so that your donations are listed correctly. Thank you for your patience as we correct this. 
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Jenny K

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It is 06855798.. thanks so much!
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Christina, Employee

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Hi Jenny! Thank you so much for your sponsor number :). I was able to take a look at your account, and I see that your April donation is indeed scheduled to withdraw on April 24th. Regrettably, the reason your March donation did not process is due to a system issue we were experiencing. However, your donation for April should process with no problems :). Because you are using a bank account, you can make your additional donation for March by either calling us or by making this payment through your online My Account. Please let us know if you have any further questions! 
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Mindy

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My account is also showing I owe double but my card information hasn't changed.
LK041500241
ID014500109
LK041500279
Any idea why??
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Christina, Employee

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Hi Mindy! I'm so sorry for any confusion or concern this past due amount has caused you. The reason your account is showing two missed months of sponsorship is because we did not receive your donations for January and February of this year. I'm so sorry that these donations appear to be void, and I do not see a specific reason why. However, I do see that a new card was added to your account in February and your automatic donations resumed on March 7th :). I see that your sponsorship will be withdrawn every month on the 7th. If you would like to make these additional donations for January and February, you are welcome to do so through your online account under "Make a Payment". However, if you would like to have a fresh start, Compassion would be happy to take care of these two months for you. Please let us know if you would like us to do this for you, and I would be happy to take care of this :). 
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Mindy

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We would greatly appreciate it if this could be a fresh start!! Thanks so much!!
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Mindy! I took care of the donations for past months this morning :). Happy Monday to you!
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Jenny K

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I just made a one time payment fot 45.00 to cover for march. Acct 06855798. Thanks!
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Bethany

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I don't think my sposorship payment went through this month. It was supposed to be taken out automatically yesterday, but it doesn't look like it did, though my donation to partners of compassion did. Could you check on this for me? Thanks. :)
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Susan, Sponsor and Donor Relations, Social Media

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Bethany, I am so sorry that the support was not withdrawn this month as it certainly looks like it should have. The support is set to continue to be automatically withdrawn next month and I processed a one time donation for this month's support. 
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Bethany

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Ok thanks!! :)

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