What is the status of our child? We haven't heard anything and it's been since june/July since we have sponsored. ID number is 7035043.

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Can you please look into the status of our child we sponsor? We haven't heard anything from her and it's been since june/July since we have sponsored. ID number is 7035043.
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Marcy Westphal

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Posted 2 years ago

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Haley, Sponsor and Donor Relations, Operations

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Hi Marcy! I am so sorry that you have not received Christi's first letter. You may have read that we have been going through some system updates that have slowed down our letter process. I will be happy to send an inquiry to Marcy's country office to ask about when we should receive her first letter for you.
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Roger Staten

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Bontu Alemayehu ET3120557 is my sponsored child. Like Marcy, I too feel the time between the last letter is too long. Other than joining in november 2015 I have only ever received the initial picture of her. How often do pictures get taken and can they include the family? I thought that once we went digital letters each way would be quicker than they are at the moment. I am eager to know she is well and looked after despite the troubles in Ethiopia.
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Susan, Sponsor and Donor Relations, Social Media

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Roger, thank you for reaching out. I can hear that you sincerely care about Bontu and her family and I greatly appreciate your heart for her.

The children are required to write two scheduled letters and reply to each letter you write for up to six letters a year. It is not normal to go longer than six months without receiving a letter. I would be happy to take a look at your account and see when the next letter was, but regrettably I am unable to get into our system while we are doing the last of the system upgrades this week. I have made a note to follow up with you just as soon as I can get into the system and get specifics about your child's letters and updates.

We process full child updates every twelve to twenty-four months. These updates include updated photos and information on your child. The update photos typically only include your child. However, if you send a gift of $60 or more, a photo of your child, and often their family as well as the gift that they were able to purchase will be sent with the thank you letter for the gift.

We remain hopeful that letters will continue to travel faster and faster with the new digital system. Regrettably, we encountered more hick-ups with the new system than we had anticipated and we are still working hard to resolve some of those issues. This may not mean much, but I can assure you that although the progress is slow we are improving. Over the last nine months, we have been increasing our letter processing volumes from almost 7,000 letters per day at the launch in April to now more than 14,000 letters per day. This means that we are becoming more and more efficient as time goes on. The overwhelming majority of letters are being processed within weeks with no problems. That said, there is still a lag in a small percentage of letters and it sounds like your letters may be among them. For that, I sincerely apologize. 
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Susan, Sponsor and Donor Relations, Social Media

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Roger, I was able to get into my system today, and noticed that you sponsor Bontu through Compassion UK. This page is for US sponsors. Please contact Compassion UK about rectifying this issue you are having with the letters and updates from Bontu. 

Email: info@compassionuk.org
Phone: 01932 836490

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