payment problems

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  • Updated 1 year ago
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Archived and Closed

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Hello again... 
I have been having problems with direct payment since I started sponsoring my child. At first I was not able to setup direct payment but it finally worked. My sponsor was getting the payments needed. Yet today I got a letter that my latest payment was not able to be processed. But when I went online to my account it said my payment was not need until March??? I am very confused about this and concerned for my account information. Is this all because of the new system updates? I just want to know what's going on. 
It is getting hard for me to be their for Gerson when I am being thrown curve balls every step I take in the process. 
Thank you for your time. 
Hannah Erdman 
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Hannah Erdman

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  • frustrated

Posted 2 years ago

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Susan, Sponsor and Donor Relations, Social Media

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Hannah, I am so sorry for the added frustration and stress that these issues with direct payment have caused. I really want to get this right for you. Regrettably, I am unable to get into our system to look at your account and correct things until Tuesday January 17. We are migrating information from the previous system to the new system this week. I will be sure to take a look at your account and follow up with you just as soon as I can next week. Thank you for your patience and again I am so so sorry that you have had so many issues with the direct payment. 
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Susan, Sponsor and Donor Relations, Social Media

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Hannah, although I still can't make any changes on accounts until the 17th, I was able to gain access and view accounts as of today. It looks like we adjusted your support as a courtesy because you have been having so many problems with the direct payment. Our processing department has been working hard to try to rectify this issue for you. There is a processing specialist (she knows way more about these kinds of issues than I do) familiar with your account who would be happy to speak with you. I am sending you her number via email. Please give her a call as you are able. 
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Susan, Sponsor and Donor Relations, Social Media

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Hannah, I was just looking at your account and it looks like we are regrettably still having issues and we haven't heard from you. I hope you are not getting discouraged. Anyway, I want to do everything I can to get this taken care of for you now that we have completely moved over to the new system. I am covering all the past due amount today. If you are still wanting the automatic withdrawal, please log into your account and give your information to restart afresh. Please do also let me know if you need assistance or have any further questions or concerns.
(Edited)
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Hannah Erdman

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Hello, I was able to get into my account today and it said it already had my bank information. So a I just reput it in. I do hope that this works out now. On the website I was not able to see my late payments. Would you be able to let me know if it goes through? 
This has been hard and stressful but I do really want to support Gerson. 
Thank you for all your help though this.
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Susan, Sponsor and Donor Relations, Social Media

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Hannah, I am so sorry this has been so hard and stressful. :( We are super grateful for your partnership in Gerson's life and hopefully we can get this all worked out really soon. I do show a transaction having been processed today on your account. I will be watching to make sure it goes through. 
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Susan, Sponsor and Donor Relations, Social Media

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Hannah, I sincerely apologize for the confusion and that this continues to be so difficult. According to our technical team, it looks like you added an automatic withdrawal to your sponsorship and that is setup to begin September 20. A one time donation was not processed. If you intend to make a one time donation, please log into your My Account and click Make A Payment. Enter the intended amount in the space provided next to your child's name and click Continue to move on to checkout. Also, please let me know if you would like to just start afresh next month. 

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