Problem with money transfer

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  • Problem
  • Updated 5 years ago
  • Solved
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: isolated issues, could be confusing

 My situation is as follows:
I have been sponsoring:
Santhosh Kali, IN-659-0563, since August 2012
Alfa Mecris Jefta Lumataw, ID-229-0329, since August 2013,
and Sergio Ronaldo Vasquez Cabrera, EC-520-0706, since August this year
From my Tax Receipts and Giving History, it transpires the payments stopped in September, which I was warned about in November by a letter from Compassion. I intervened with my bank, to which they replied, there may have been a glitch in money transfer from my card in late September/early October due to being double-charged by an airline, which, in turn, resulted in temporary overdraft due to the creditor's mistake. The situation was clarified and the bank told me all the future monthly charges would go as planned. They advised me to ask Compassion to charge my account again for the overdue payments. I did so by email, to which I got no reply. Meanwhile, there was silence from you in this topic, so I assumed everything is fine, yet my wife notified me last week she didn't see your charges on her monthly card statement (it is her card the payments are made from). Then I got a letter from you this morning saying the outstanding balance is $324, which equals 3 months of donations. The bank insists they are not being charged by Compassion on monthly basis as they used to be, and they say the Christmas and birthday gifts ($60+$40) were transferred without problems, yet this was done so because the order came separately from the monthly sponsorship. The bottom line is the banks says it's not their fault, Compassion keeps quiet, and the children are waiting. I am especially frustrated with the fact there is no channel of communication with Compassion about such cases. Even this channel seems not particularly suitable, but I'm trying all possibilities now to get a reply. I don't live in the US, and the toll-free number is useless to me. What I want to do is check where the problem lies, and either fix it if it's on Compassion's side, or tell me what to tell the bank and restart the payments.
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Wei Wen Lai

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Posted 5 years ago

  • 1
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Emily

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Wei Wen, I am so very sorry for the trouble you have had in making donations to your child and communicating with us. Our representatives work hard to respond to emails within a 24 hour time frame but during the holidays there have been a couple of times where our emails were delayed by a day or two due to high volumes. I see that we were discussing your donations through email back in November and in attempt to clarify the correct card you wanted to withdrawal from, we never received a response which is why a donation was never processed and the automatic payments were not set back up. Because we had two cards on file, we did not want to use the incorrect one. I am wondering if either our email got lost on its way to you or sent to your spam folder. I sincerely apologize if your reply email was not responded to promptly or if it was not received but I certainly want to help rectify this issue for you. 

I want to encourage you that after reviewing your account, one of our representatives responded to a donation inquiry from around noon today. My hope is that you have receive this email soon and it helps clarify your concern and update your account! It gives you further instructions on how to update your payment information online and set your account back up on automatic withdrawal. Please let us know if you are still having difficulties after you try the instructions in our email to you. Also, we are happy to work with you regarding the back support and do not want you to feel overwhelmed by the months missed. Please know that your children are still receiving benefits from the project and are not going without. They do not know anything about the financial situation and still see you as their sponsor. 
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Emily

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Hi Wei Wen! I pray that you had a great Christmas and New Years. I just checked back into your account and I see that your donations have been setup and that your support for each of your children is current. It looks like someone in our finance department assisted you. Everything looks good from our end but if you need further assistance or if anything else needs resolved on your account, please let me know so that we can make sure you're taken care of. God bless you and have a great day.
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Jonathan Cauley

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For *your*
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Emily

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Hi Jonathan! I removed your previous comment for your security as we request that you do not post personal information such as your phone number and email address on this public forum. I have sent you an email explaining the situation with your account. Please rest assured that you're still able to sponsor your child and they have not been removed from your account.
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KristenH, Champion

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Jonathan, this is a public forum so I would advise deleting your personal contact information. You can email Compassion and they will email you back, or you can request that they call/email you. They should be able to look up your info in their system with your name. 
(Edited)

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