Saying I have an overdue balance

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  • Updated 9 months ago
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  • (Edited)
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My account says three of my four sponsorships are overdue by a month, but I saw all the January payments go out.

I believe the confusion has something to do with this:
https://support.compassion.com/compassion/topics/error-in-charging-please-help

I cannot afford double donations.

Edit: If I was charged $76 today, please refund half. Thank you.
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Briana

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Posted 9 months ago

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Sarah, Sponsor and Donor Relations, Social Media

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Hi Briana! I am so sorry for the confusion! Your account says you are currently behind because in January, your donations for $152 pulled out on January 1, the same day that you were trying to access your account to change the pull date. We refunded $114 by your request on January 4th so that you could make the donations at a later time during the month. Regrettably, we haven't seen the donations pull for the month of January after you wanted to change the date, which is why it currently shows you are behind. I only see a $38 donation from yesterday for Thayalak in Thailand. Was there something that made you believe $76 had been pulled out instead? 
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Briana

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Oh, I'm so confused. In January, I was under the impression that the payments went out throughout the month because that's what it showed on my end. It said I owed $0 at the end of the month. I thought maybe I was being double charged this month. I can't afford double payments and don't know why I would be overdue. I didn't change my debit card information and thought the payments were automatic for the 7th, the 14th, the 21st, and the 28th.
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Briana

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My payment was automatic yesterday. I was under the impression it was also automatic the month before. It's been automatic since I started sponsoring years ago. Because it's saying I owe double, that's why I think I may have been charged double for Thayalak.
(Edited)
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Sarah, Sponsor and Donor Relations, Social Media

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Briana, I think the donations didn't pull in January because of the refund process even though they should have been pulled. I will take care of the January donations for you this time because that was our fault and not yours. Your February donations are all set up correctly to come out, and the one that came out today was correct already :). Our system doesn't pull out two donations if you are overdue. It will only pull out the amount for the current month's invoice, which was $38. I do see in our system that we pulled out $38 for Thayalak today and that is the amount that you should see in your bank within the next few days. If it is different than that, please let me know! Your account should show correctly for you online now if you want to take a look to verify.

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