Why am I not receiving any letters from my sponsored child?

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About a year ago, I contacted Compassion about not having received any letters for several months. I was assured that the slow down was due to system changes and that I would be receiving my letters soon, but this never happened. I have since tried to contact Compassion several times, but I have not been able to get a response. I love being a child sponsor, but I am extremely disappointed with Compassion and find myself currently unable to advocate for this organization. It has now been over a year and a half (closer to two years) since I have received a letter from my child.

My sponsored child's letters are precious to me. Can someone please fix this or point me towards someone who can?
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Peyton Kidder

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  • frustrated

Posted 2 years ago

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Christina, Employee

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Peyton, thank you for contacting Compassion with your concerns. Please know that we appreciate your feedback, and we value the difference your sponsorship is making in the life of your sweet Anthony. 

I am deeply sorry for the concerns you have that have caused you to doubt the integrity of Compassion. We have definitely been weathering a long season of change, and, to be honest, it has taken longer to update our systems and processes than we would have liked. Please know that our hearts for these changes have been to make it easier to communicate more frequently with your child in the future. Regrettably, we have experienced some bumps along the way. Sadly, we did experience some delays with processing letters. That said, we are extremely grateful for our hardworking IT Team who have been working diligently to resolve these issues as soon as they arise. We are also extremely grateful for the many sponsors like you who have weathered this storm with us with your steadfast patience. Please rest assured that there is a light at the end of the tunnel, and we have now completed these upgrades. 

We are so grateful that you have chosen to bless Anthony with your love and support. I hear your heart for this ministry and your desire to foster a relationship with your sweet boy. Please know that our desire is for every sponsor to have this opportunity to develop a meaningful relationship with their child. I'm so sorry to hear that you have not received a letter in almost two years. I am very concerned by this because I can see many beautiful letters from Anthony on your account. Have you received these letters on your online account? One reason you may not have received these letters physically in the mail yet may be due to your letter delivery preference. Your letter delivery preference is currently set to send you the physical original document only. Regrettably, it will take considerably more time to receive them this way because our country offices are sending physical letters more infrequently than they have in the past. This is to allow more of your sponsorship to be used directly for your child. I also see that there are two new letters uploaded into our systems on January 19, 2017 and March 9, 2017 that are in the final stages of being processed. These letters should be available to view through your online My Account soon. 

I cannot express how sorry I am to hear of the doubts and disappointments you have about Compassion. We sincerely look forward to earning your trust and proving our hearts for serving our sponsors and children with excellence. 
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Peyton Kidder

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Christina, thank you so much for your response. I have just updated my preferences to include an e-mail with a link to view the scanned letter in addition to receiving the original copies. While I have been able to view Anthony's letters online (with the exception of the most recent two you mentioned), I am worried that I might not receive the physical letters themselves that he has been writing for the past year and a half. Looking through my letters, the last one I received is from December 2015, which would mean that there are six letters Anthony has written that have not yet been mailed to me. Is it possible that these have been lost somewhere in transit? Or will I still receive these at some point in the future?
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Peyton! You should actually still receive these letters from 2016. When we moved to the new letter system, we encountered some serious issues within the system that prevented us from being able to send the physical original letters to the sponsors. We've only just recently been able to begin sending them. I have no doubt that you should start receiving those letters in the mail soon, and any letters moving forward :).

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