The updated photo of my child is NOT him.

  • 1
  • 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 issue, could be confusing

The updated photo I received of my child is NOT him. In fact, it's a little girl much older than my child is. I have asked repeatedly for a photo of my child and no one can help me. I am a little weary to keep sending money each month if I cannot even get a correct photo. How do I know the money is even going to my little guy???
Photo of Brenda Wolfe

Brenda Wolfe

  • 4 Posts
  • 0 Reply Likes
  • FRUSTRATED

Posted 6 years ago

  • 1
Photo of Denise Bailey

Denise Bailey

  • 199 Posts
  • 182 Reply Likes

Brenda, I have been sponsoring for 12 years and haven't had that situation yet.  I have occasionally seen info online where the picture is clearly a girl and the info said it was a boy.   One thing Compassion likes is a copy of the problem.  Have you ever emailed the contact email? One I use is:

ciinfo@compassion-intl.com

Email and attach a copy of the older picture and the new picture.  Do you ever look at My Account?  If your little boy has a new picture it will show up there before you get it in the mail!  At least you can see whatever picture is current!  I write almost ALL my letters online.  I try to send a little package of things we are allowed to send our kiddos to the office in Colorado Springs monthly.  Look on My Account on the website if you haven't already to see if your child's photo has updated. 


Photo of Brenda Wolfe

Brenda Wolfe

  • 4 Posts
  • 0 Reply Likes
I've emailed and called and there has been no explanation or correction.  The updated photo in the MyAccount section is the one of the little girl yet it still shows my little boys name, Joe.
Photo of Susan

Susan

  • 7386 Posts
  • 1591 Reply Likes
Brenda,

I am so sorry for the confusion and that you have had to continue to contact us. That is super frustrating as you should have your issue resolved with one contact. I don't have a note that you called or emailed but I will be sure that your issue is resolved personally.

Sometimes when the children's photos are being entered into our system, the child's number is mis-keyed and the wrong photo is linked with the wrong child profile. It looks like this is what may have happened here. I have sent an inquiry to our field office in Ecuador to retrieve the correct photo for you and we will correct this in our system. As a courtesy, we will cover your support until this issue is resolved.
(Edited)
Photo of Brenda Wolfe

Brenda Wolfe

  • 4 Posts
  • 0 Reply Likes
Susan...thank you for the reply!  This is the most info I've received so far.  I wish I would have made not of the gentleman I spoke with previously.  I called first in April when I first received the updated package with photos from Compassion.  Everything, the prayer cards and the main photo card, had Joe's name on it but the photo of the little girl in a white shirt.  I sent an email inquiry with no response a few weeks ago.  I appreciate you looking into this for us!  My kids love the photo prayer cards that they keep in their bibles so I'm hoping we can get updated ones with the correct photo.  Please let me know if you need any info from me.  Joe's child ID is EC5320167.  Attached is a photo of Joe (on the right) and the new photo we received (on the left).  Obviously not the same child.
Photo of Susan

Susan

  • 7386 Posts
  • 1591 Reply Likes
Brenda, it's my pleasure! I have all the information I need (I pulled up your child's photo and could clearly see that this was not the same child) and sent the inquiry about an hour ago. It could be a few weeks before we have this straightened out but as soon as we do, we will send you fresh copies of the new photos. 
Photo of Denise Bailey

Denise Bailey

  • 199 Posts
  • 182 Reply Likes
Brenda, I haven't seen you on a closed Facebook page called Compassion Sponsors/Correspondents Facebook Forum.  It is a closed group and you have to be invited.  If you email Susan Saylor she will send you an invitation.  It was formed a few months ago and it is really nice to share information with other sponsors.  Hope to see you there! 
Photo of Susan

Susan

  • 7386 Posts
  • 1591 Reply Likes
Brenda, we just received the correct photo of your child and are working to get it uploaded to your account. We will send you a fresh packet with the correct photo as soon as everything has been corrected on your account in the next few business days. Thank you for your patience!
Photo of Brenda Wolfe

Brenda Wolfe

  • 4 Posts
  • 0 Reply Likes
The photo on the website is now correct but the new photo they mailed to me is WRONG...again.  It's the same photo of the little girl I posted above.  I'm bummed because my kids were really looking forward to getting new prayer card bookmarks :-(  Is there ANY way we can get the correct photo???
Photo of Susan

Susan

  • 7386 Posts
  • 1591 Reply Likes
Brenda, I am so sorry you received the incorrect photo again! I think there must have been a mix-up in our printing department because the photo has been corrected on your child's file and on the online account. I think there may have been a timing issue since the photos were corrected on the same day that I ordered your bookmarks. I'm so sorry for the inconvenience and disappointment this has caused! I am going to make sure you receive the correct photo update this time and hopefully you will receive the bookmarks very soon. 
(Edited)

This conversation is no longer open for comments or replies.