Problem with monthly payments

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  • Updated 1 year ago
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We have been patient while you have upgraded your accounting system.  This started when we tried to send our sponsor child in El Salvador her birthday money for her 15th birthday.  Your department & our bank were on the phone for over an hour because of an error message you were getting on your end for our debit card and our bank didn't get.  My husband & I decided to do an ACH and the payment was accepted.  Then we get a letter after our saying our card wouldn't work.  I called and we decided to do the ACH.  I received an e-mail saying that didn't work for this month.  I called yesterday and gave a credit card.  We are frustrated as your previous system work fine for years and there seems to be a problem in your end as an ACH is pulled directly from checking with all the correct information.  I really don't want this to go on the credit card and if it means sending a "real" check each month, we will do so.  Unfortunately, this problem is happening to several other sponsors.  
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Sharon Hulett

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Posted 2 years ago

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Christina, Employee

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Sharon, I am deeply sorry for the issues we have been experiencing with accepting your contributions :(. We sincerely apologize for this frustrating situation, and we appreciate you sharing your concerns with Compassion. On January 17th, we began our final transition to a completely new system. Sadly, we have been experiencing some glitches along the way, and it took longer than we would have liked to complete the many system updates. The good news is that we have now completed all the system updates, and our hard-working IT Team is resolving issues as they arise. I'm so glad that we were able to speak with you over the phone and take care of your account though! I'm so sorry that you bank account wasn't working, and I do not see any reason why it was not going through. I do see that your automatic monthly donations have successfully been set up for you, and it will begin automatically withdrawing on the 25th of each month. However, I do see that this is set up using your card on file. Would you like me to change this? Please know that you are welcome to send in a check monthly if that is what you prefer :). I also see that your $84 monthly donation for April was processed yesterday, and it appears to be going through successfully. Let's keep an eye on it for the next day or two to ensure that it does in fact go through :). Again, I am so sorry for this frustrating issue, and we very much appreciate your patience and grace! 
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Sharon Hulett

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Thank you for your reply.  We would rather NOT use the recent credit card.  We had no problems with the old system using our debit/credit card which was directly taken out of our checking account.  I don't understand why an ACH would be declined.  Like I said the issues are likely on your accounting end and not ours as I checked again with our bank and they didn't get any error message to either effect.  I understand your transition and the glitches along the way but we would like to get back to using our debit/credit card with our sponsorship commitments.  Is there a way your IT department can check to see why this is continually happening?  Again, our bank said there is nothing on our end that is causing any "hiccups."
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Christina, Employee

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Sharon, please rest assured that I have removed your automatic monthly donations from your credit card. Sadly, we do not know the root of this cause, but we have been seeing similar issues happening recently. Please know that our IT Team is looking into this issue, and they are working diligently to resolve this as soon as possible. Until they are able to resolve this, you are welcome to make your monthly contributions by check, bill pay through your bank, or by making one time payments through your online My Account. I am extremely sorry for this issue :(. Thank you so much for your understanding and grace as we work to fix this issue. Have a blessed day.
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Sharon Hulett

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Thank you for your quick response.  Until your IT team can resolve the issue of our credit/debit card or ACH, we can pay our contributions by check.  I have checked my Chase credit card and still have not seen any posting so I hope this card goes through. Have a blessed day as well!
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Sharon Hulett

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Hello again, I called and spoke to a representative on Friday.  My Visa credit card was suppose to be charged with my April payment of $84.00.  However, I have checked again today and no posting to my credit card.  I know you are still having on going issues and do suggest that your President send an e-mail and or letter out to all your sponsors acknowledging this problem and when you figure it will be resolved.  This is so frustrating to me and I know it is to others.  If the April payment cannot be done through my credit card, I would appreciate an answer for today.  I have not had a problem processing other transactions through this.  Thank you!
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Sarah, Sponsor and Donor Relations, Social Media

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Sharon, the representative you spoke with submitted a request to see if that donation had indeed gone through and would be placed on your account or if they could figure out what was going on. We haven't heard back from them yet as it can take some time for that department to research the situation and get back with us. We don't have an update for you as of today, but we will get in touch with you as soon as we do. I know this has been extremely frustrating for you, and I am so sorry that this is the case! We are working to figure out what is going on with your account as quickly as we can.
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Sharon Hulett

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Hello Sarah, it is a shame to see on our account that we are extremely past due (now 2 months).  I would like to know when someone on your IT Team will be connecting with us to find out why our debit/credit card or our ACH and now my credit card has not gone through.  I do not want our sponsor children to be penalized for anything.  I do hope this can be resolved before the middle of this month so we can be back on track on a good method of payment that Compassion's new system can handle.  Thank you!
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Susan, Sponsor and Donor Relations, Social Media

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Sharon,

I sincerely apologize and recognize that it is unacceptable that we have been having so many issues and errors in processing your donations. We are aware of and are working hard to correct an issue with checks right now and I see the signs of this same error on your account. I am so sorry for this issue and that it has taken so long to correct. As a courtesy, and because I feel like it is simply the right thing to do at this point, I have adjusted your account for the "past due" amount. This means that you will now be current through the end of May for all of your commitments while we straighten out all of the errors on our end. 

Please rest assured that we have continued to send the support to your children each month. We have made a commitment to consistency with each child regardless of when the money comes in (or in this case whether we are able to process it). Your children have not and would never be penalized for our error. The children are the reason we do what we do and we would never want to hurt them or keep the support they desperately need from them. 

We take full responsibility for these issues and have planned to send another apology to sponsors acknowledging the truth that these upgrades have not gone according to plan and have not gone well. I wish I could communicate just how incredibly sorry we are about these issues. We have vowed to correct these issues in our new system just as soon as possible. A team is dedicated to working long hours on these payment and technology issues. Again, we are so very sorry we had these issues and that it is taking so long to correct them. 

If I understand from your previous comments, you do not want your support on your card and would prefer to have an automatic withdrawal on your ACH (if it were working correctly). Is that correct? I will be monitoring your account regularly over the next few months to make sure the issues are corrected and your preferred method of giving is setup and goes through. From now on, please let me know if you have any further questions or concerns as I will be working on your case personally. 
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Sharon Hulett

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Hello Susan, thank you for your quick reply.  I do understand the problems one incurs with an upgrade of a new system.  Personally, I have been involved with several through my years of working with insurance benefits.  We prefer either method, debit/credit card or ACH, whichever works better with the system consistently.  Thank you for updating our account through the end of May.  Hopefully, your IT Team will be able to resolve this with my account and others.  Blessings to you and your Compassion IT Team, Sharon & Ralph Hulett
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Sharon Hulett

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Hello Susan,  I know it has been one week since you wrote back about checking into our payment problem.  I am still showing that we are past due by $60.00.  I would like to know if you have any idea when this problem would be resolved.  If not, do you know if we would receive a paper bill by sending a check would be a temporary solution until debit/credit or credit or ACH would reinstated as proper payment or is paying by check not an option with our account?  Thanks!
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Susan, Sponsor and Donor Relations, Social Media

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Sharon, I have been checking your account every day since last week to ensure that things go through alright. As of May 4th, I adjusted your account $168 and on my end it says that you owe nothing. You now have a credit of $60. I sincerely apologize if it is showing otherwise on your online account. As far as the research that needs to be done on your account on the donations that you have made, our processing department still has not done the needed research and reconciling. I apologize for the delay. Requests like this are currently taking four to six weeks due to large volumes of processing issues in our new system. Your request is dated April 30 so I imagine we should have a resolution by June 11. Currently, most of the issues in processing apply to ACH and check donations. For this reason, I would recommend against sending donations this way. You should be alright for May and do not need to send a contribution this month. If you wanted to send a donation, please send a credit card donation.
(Edited)
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Sharon Hulett

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I tried doing my credit card but it did not process.  Our boy has a birthday in August and we are suppose to have his birthday money sent by June 14.  Do you think these problems will be resolved by then?  If not, can we send a check for this and how do we do that since everything has been through debit/credit card.
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Sarah, Sponsor and Donor Relations, Social Media

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Sharon, I cannot guarantee that it will be resolved by June 14, and I certainly don't want to promise that to you in case it does take longer. Were you trying to make a donation online since Susan responded to you on the 11th? If the card you want to use is the one ending in 1379, I can try processing a birthday gift for your boy for you! Just let me know if you'd like me to try and for what amount. Otherwise, you can send the birthday donation by check to our office. Please indicate that it is for a birthday gift for him so we know how to apply the money and send it to our office at:

Compassion International

Colorado Springs, CO 80997

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Sharon Hulett

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Hello, I would like to know if our account has been fixed so the payment of $84.00 will be taken out without any problems on the 22nd of this month.  We mailed a check for Fabricio's birthday but that has not cleared our account yet.  Our account on-line still shows we are still are past due.  We would like to put all this behind us and go forward if possible.  Thank you!
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Shannon Massey, Employee

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Hi Sharon! Thank you for checking on this! I see that Susan has indeed set up your automatic withdraws and it is set to come out automatically on the 22nd. It is my sincere hope that this will process normally and that we will not have any further issues with this! Also, as you mentioned, I am also not seeing your check processed for this birthday gift yet. Please know that we will get this check processed as soon as possible!
Have a wonderful day, Sharon! Please let us know if we can do anything else! I am truly so sorry to see that there have been so many issues. I will be praying this is it! :)  
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Sharon Hulett

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Hello Shannon, I want you to know that $76.00 came out on my current Chase card listed for payments.  However, the $8.00 for the Partners of Compassion didn't for June.  Listed on our account on-line, it still says that we are $60.00 past due for Karen.  Would you let me know if this is true?  Also, you did received the $30.00 check for Fabricio's birthday. Thank you!
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Sharon! We did receive the $30 check for Fabricio's birthday and processed it on the 20th :). Sharon, I am figuring this out for you. I've found out that we actually adjusted your account incorrectly, which is why it is showing you are past due for Karen's support and the $8 wasn't pulled out for the Partners of Compassion this month. I am having the $8 for the Partners of Compassion pulled out for you right now and correcting the adjustments as those were supposed to cover the $60 for Karen's support that had previously been messed up on your account. I am so very sorry that this issue with your donations hasn't been resolved yet. Now that I have figured out what just happened with the adjustments being done incorrectly, your account will show correctly as soon as our financial department is able to correct the adjustment to what it was supposed to be. Move forward knowing that you have done everything correctly and that I will make sure your donations for July come out on the 22nd as they should.

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