Welcome Packet

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Hello! My husband and I sponsored two children. My name is Michelle Cline on the account. We received a welcome packet for our sponsor child, Daniela. However, we never received one for Dylan. We even sponsored him a few days before Daniela. I was wondering if we would be getting one in the mail for him? Thank you!
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Michelle Cline

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Posted 2 years ago

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Shannon Massey, Employee

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Hi Michelle, I am so sorry that you never received your welcome packet for Dylan! Some of our packets have been a little delayed because of our recent system upgrade. Lets give it till March 20th and if you still haven't received it, please let us know and we will be happy to resend that for you! We appreciate your patience! :)
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Michelle Cline

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Thank you! I will let you know if we do not receive it soon. Also, I had sponsored another little boy - Oscar ES081100450. He never showed up in the account. I had called and asked about it. They said it never went through. That I wasn't his sponsor, but I could add him. I've looked numerous times and he is not there or anywhere on the site. I figured someone else sponsored him. Then to my surprise I had a letter from him this morning. I would love to know if I can still sponsor him, and if yes, have him in my account. I don't want the little guy to think we've given up!
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Michelle! I actually see that we are in process of placing him on your account. The sponsorship didn't take the fast path when it was set up online, but it is in queue to be manually reviewed and set up for you. I am so sorry that this is taking so long to happen! Please let me know if he is still not on your account by April 2, and I will look into what is going on. We are currently about six weeks behind in processing these new sponsorships that have had errors to be manually reviewed.
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Michelle Cline

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Hello again! I just wanted you to know that Oscar still isn't on our account. Can you tell me if anything is going on! Thank you.
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Susan, Sponsor and Donor Relations, Social Media

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Michelle, I sincerely apologize for the delay in this sponsorship being finalized. I know it must be frustrating and we really should have him on your account by now. Regrettably, when we try to link him to your account right now, we are experiencing errors. Please know we are working with our tech team to resolve this issue and get him on your account as soon as possible. Again, we are so sorry for the delay. 
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Michelle Cline

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Hello again! Thank you for your help with all of these things. I appreciate it. We still are waiting on Oscar, but we understand why. I will let you know if we do not see him show up by April 2 on the account.

Also, we did not receive our packet for Dylan. I realized it had surpassed the date I was told to wait for it to be here. Would you be able to send us a new packet for Dylan? 

Thank you again!
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Susan, Sponsor and Donor Relations, Social Media

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Michelle, I just re-ordered the packet for Dylan. Thank you so much for letting us know about this! I trust you will receive his packet real soon. 

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