Two problems: unauthorized charge & double charge

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  • Problem
  • Updated 2 years ago
  • Solved
Archived and Closed

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My last sponsor girl is no longer supported by Compassion and I got a mail from you guys asking to transfer my support another girl. I never replied back because I wasn't ready. But you guys charged my credit card without my consent. That's problem 1. Since the charge was already pending, I spent some time to read her profile instead of calling you guys and decided to support her. But since the charged card was about to be closed, I updated my payment option. This morning I checked and both of my cards are charged. The office is closed so I can't call you. Let me know what you need to resolve this situation.
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garnryang

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  • upset

Posted 2 years ago

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Sarah, Sponsor and Donor Relations, Social Media

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Garnryang, I am so sorry for the disappointment and the confusion that this situation has caused you. I do see that both cards were charged, which I can help rectify for you. I can either refund one of the $38 charges back to you or we can leave it as it is, which will mean you will not be charged again until March. Either way will be just fine for us, so please let me know which works best for you. Also, I know you didn't intend to sponsor Melany yet since you weren't ready to sponsor another child. We certainly did not intend to offend you by placing her on your account as your sponsored child. When we send out the packets like the one you received for her, we include a letter that states we just need to hear from you within five weeks if you do not want to sponsor the child. If we don't hear from you, the child does stay on the account and becomes your official sponsored child. I apologize if you didn't receive that letter or if it made you feel like we were pushing you into a sponsorship you didn't want. That was not our intention. Our intention is just to get children sponsored by wonderful, loving people. Our policy is set up that way because most of our sponsors do go on to sponsor another child. In the end, I am so glad that you did feel a connection with Melany, but I also want to thank you for getting in touch with us and letting us know that the situation did not go the way it should have for you. Our office is closed over the weekend, but I am happy to process the refund for one month for you if need be on Monday. I hope you have a wonderful, restful weekend!
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garnryang

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Please refund the card ending 4743.
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Susan, Sponsor and Donor Relations, Social Media

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Garnryang, I have sent this refund as you requested. Please let us know if we may be of any further assistance. 

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