Timely communications regarding account info changes

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I'm not angry, but I am concerned: Is there a reason no phone call was made, and no email was sent to me before I incurred a higher bill than I can typically afford? Thought I had given my new card info to the person on the phone when I chose a new child, but it doesn't look like that was changed in the system. I was not aware, so found out today and changed the information in my account.

The first time it was attempted to bill and failed, I wish someone would've called or at least sent me a message to change the card info! That's why you have the phone numbers and emails on the accounts, yes?

I feel terrible my child missed two of my payments, and thought it was odd that no $$ came out of my account.
However, I had also figured there was just a delay in my auto-deductions because of a lapse in the changeover from my previous child, who literally just left the CI system two months ago, and this new one that I chose to pick up two months ago. So having not had any communication with any of your staff to tell me that there was an issue with my account, I allotted that money to the more expensive bills I needed to pay.

I *just* got the paper bill... Snail mail is not reliable. Please call/email next time (heaven forbid, there is another issue)? I made two payments, which should resolve the outstanding balance. Please don't let this happen again? I could afford it this time, but am not always in the position to afford the larger chunks of $$ coming out all at once. I always want to help children in need, but have many other bills/expenses to consider on a very tight budget. If I know of issues ahead of time, I can plan accordingly and keep sponsoring. Thank you kindly.
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Jen Moroschan

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Posted 2 years ago

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Susan, Sponsor and Donor Relations, Social Media

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Jen, 

I am so sorry for the confusion, sadness, and concern that our lack of contact has caused. We normally do call when we have not heard from a sponsor in two to three months to make sure that everything is alright. However, over the last couple of months, we have also been going through system upgrades and had to close our offices in India. This has led to higher call volumes, more errors to resolve, and longer processing times than normal. Because of this, we are also very behind in contacting people for normal issues like a credit card declining. We have been just trying to keep the campfires burning these last few months as an organization while we have been overwhelmed working through all of these temporary system issues and closing of countries. I know that is no excuse for lack of communication with our valued donors and for that we take full responsibility and are very sorry. Thank  you for the kindness and understanding that I hear in your post.

Please rest assured that we send support to the children whether or not we receive it from donors. We would never want the child to suffer as a result of "simple" transactional issues. This means your child has continued to receive the life giving support they need and has not seen any change over the last few months. If need be, we are also happy to cover a month or two of support for you.
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