Unable to view letter from child

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  • Problem
  • Updated 1 year ago
  • Solved
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I have been anxiously awaiting the letter from my child. I emailed the support staff and they said that the letter is finished on their end. But I cannot open it nor view it. Also, aren't we supposed to receive an email once our child writes us a letter? Anyways, if someone could look into this so I can view my child's letter, that would be great!
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Shaylee Cara Kneifl

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  • sad

Posted 2 years ago

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Stephen

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I understand the frustration you are going through I get excited waiting on my letters from my sponsor children I have a letter that said translation completed but I clicked on it and nothing so I know how you feel someone from Compassion will be able to help you more then I am I am praying for you to get your letters soon and thanks for being so patient and respectful to the staff because they are so backlogged
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Susan, Sponsor and Donor Relations, Social Media

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Shaylee, I sincerely apologize for the confusion and misinformation in regards to this letter. It is still in our quality assurance system and that is why it cannot be viewed. We apologize for the delay in this letter but trust it will come through soon. You are signed up to receive the emails so once this letter is actually available you will receive the email notification.
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Susan, Sponsor and Donor Relations, Social Media

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Shaylee, I am so sorry you have been waiting so long for this letter. Because I can see that it is still stuck in our QA system, and I can view the letter myself, I am emailing you a copy today. 
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Amy

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This reply was created from a merged topic originally titled Unable to view letter from child.

Hi, it looks like I have two letters from my child, but I can't click on anything to open them.  I've been waiting for a few months for one, only a month for the other, thinking it was just taking time to process, but now it just seems like something is wrong with the system.  Can someone please look into this?

Thank you.
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Amy

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This reply was created from a merged topic originally titled Unable to view letter from child.

Hi, it looks like I have two letters from my child, but I can't click on anything to open them.  I've been waiting for a few months for one, only a month for the other, thinking it was just taking time to process, but now it just seems like something is wrong with the system.  Can someone please look into this?

Thank you.
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Amy! I am so sorry that you have been waiting for these letters to come through and it has taken this long! Since these letters have been in the same status for over a month, I am sending them to our tech team to be pushed through the system for you. Once they've been pushed through to your account, you will be able to read them :).
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Amy

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Still have not been able to get the letters.  Any update???
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Christina, Employee

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I’m deeply sorry that you have not been able to view and read your past two letters from your sweet Fernanda. Please rest assured that I have escalated this issue with our IT Team, and they are working very hard to correct this issue for you. I have good news though! I was able to download these two letters, and I am emailing them to you now! This way you will be able to read her letters while our IT Team works on making them available online. Thank you so much for your patience!
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Susan, Sponsor and Donor Relations, Social Media

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Amy, as of September 6, all of the letters in this IT ticket have been corrected and should be visible for you on your My Account. Please let us know if we may be of any further assistance.
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Ashley

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I feel like I am always having an issue with viewing letters. I have multiple letters from my 4 sponsor kiddos that I have not been able to view for months - a total of 11 now. I've contacted on numerous occasions through the website, by phone, and here on this forum. Nothing is ever resolved...just the same excuses. I want to be able to read and respond to the letters before this year ends. My sponsor number is 02433882.
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Susan, Sponsor and Donor Relations, Social Media

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Ashley, I apologize for the delay in our response. All of your letters should be visible on your My Account at this time. The physical originals are in the mail. Please let us know if we may be of any further assistance.

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