Transaction won't process

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  • Updated 1 year ago
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Hi, I have been paying for my sponsorship through my savings account and a few days a go I got a notification on my account home page and it says I haven't payed since April. I know that I put in the payment and it should have gone through. I have payed with this account before and I would like help with this problem.

Thanks,
Cole
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Cole Hambek

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  • frustrated

Posted 3 years ago

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Sarah, Sponsor and Donor Relations, Social Media

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Hi Cole! I am sorry we haven't been able to process your donations through the bank account you provided. It looks like this is the first time we have tried to draw directly from your bank account instead of using a check or card. You mentioned this is a savings account, but we actually had it labeled as a checking account. That could be the issue keeping us from being able to withdraw the donation. I will set your account back up as a savings account and would be happy to try pulling the donation again. Just let me know if it would be ok to do that.
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Pam Ripley

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I had the same problem, we have been using our savings acct. for contributions for several years and all of a sudden, payments aren't processing. I already called Compassion once about this and will unfortunately have to call again and get it sorted.  
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Shannon Massey, Employee

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Hi Pam, 

I apologize for the hassle, we appreciate your patience and understanding! I am sure that one of our representatives will be happy to fix this for you when it is convenient for you to call! 
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Michelle

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Hello! Can you change mine to a savings account as well?
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Susan, Sponsor and Donor Relations, Social Media

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Michelle, regrettably, we are not able to withdraw from savings accounts at this time. I sincerely apologize for the inconvenience. Please let us know if any other changes need to be made on your account. 
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Cole Hambek

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Ok thank you
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Cole Hambek

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Do you know how long it will take for the payment to process?
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Susan, Sponsor and Donor Relations, Social Media

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Hi Cole! I do not see any pending transactions on your account right now. All previous donations you had tried to make from this savings account did not go through. Regrettably, we are not able to make transactions on a checking or savings account via this forum (we need a physical, electronic, or voice signature for these types of transactions). You are welcome to go on your My Account and make that donation again though. Please log in and click on Make a Payment. We would also be happy to process your donation if you call 800-336-7676. Typically, it takes about two to three days for donations to process and post accounts. 
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Cole Hambek

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It still says I have 2 pending transactions on my home page
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Sarah, Sponsor and Donor Relations, Social Media

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Cole, did you try to make another donation after speaking with us last week? If so, that might be what the pending transactions are referring to. It can take a few days for online donations to show up on your account, but all of your other previous donations were stopped because we had the incorrect information and were not able to pull donations out of that savings account.

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