Received survey but haven't received the letter it refers to

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I received notification that a letter from Gabriela (EC-5670039) had been received and was being translated on about May 13.  I have not received this letter.  Today I received a survey asking me about my reaction to the letter.  The survey stopped when I said I hadn't received the letter because they were only surveying those who had. 

Having received the survey I would assume that a reasonable time has elapsed.  The letter was written in December.  I will be meeting Gabriela in two weeks; six months from when she wrote her letter.  I don't what it to appear to Gabriela that I don't read her letters or don't bother to remember what she says.  The family has been going through a lot in addition to the poverty.


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Steve

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Posted 2 years ago

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Emily

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Hi Steve! I'm sorry you have not been able to read Gabriela's letter through your My Account. The survey was still sent out to you because our system recognized the letter had been loaded to your account and thought you could read it. Please know that this is a known issue our web design team is working hard to find the root issue for and trying to fix. I apologize for the inconvenience. I know you must be so eager to read this letter, especially visiting her in two weeks! I was able to access this letter in our system and I just sent you an email of the copy :). Thank you for your love and care for her family during this time and for your continued support and prayers for them. Meeting you will be such a special day for her! 
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Ailen Martini

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Emily could you please do the same with my letter. I also received notification that a letter from my sponsored child had been received and when I click the link it goes to my acount but there is no letter. I ́ve been writing to my child for almost a year and I never got any letter from him.
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Sarah, Sponsor and Donor Relations, Social Media

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Hello Ailen! I am so sorry you aren't able to read your child's letter online :(. Regrettably, I wasn't able to find your account with your name or email address. Can you provide me with your sponsor number or your child's number so I can find your account?

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