Why is Compassion telling me my account balance is overdue when the balance is NOT overdue?

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  • Updated 11 months ago
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My account is showing that there is "an overdue balance"of $76 (???) but my credit card has been billed for the monthly commitment of $38 and the monthly commitment has been paid EACH MONTH on time. Why is Compassion asking for more money?
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Teresa

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  • frustrated

Posted 1 year ago

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Danikka Whiseheart

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I have a past due balance too, but my bank statements show the billing for my monthly amount. It's definitely frustrating...
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Stephen

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It's because of the system updates and etc
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Susan, Sponsor and Donor Relations, Social Media

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Teresa and Daniklka, I sincerely apologize for the confusion and frustration that your account balances has caused. 

Teresa, I am so sorry as I can see that you have paid every single month and I am honestly not sure why it is showing a month overdue. As a courtesy, I adjusted the month that is showing overdue. October's support should go through as usual tomorrow and all will be well. 

Danikka, I show that, regrettably July's support did not go through. This is why it is showing a past due balance. Please let me now if you are showing on your end that July's support was withdrawn from your account. 
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Jessica Bullington

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We have been had a similar issue this month with one of our kids, Willy.  We wondered if there was a mistake when my husband and I merged accounts?  Also, can you confirm that the Christmas gifts were processed for Rehema and Willy?  They showed up on the bank statement, but not our Compassion account.  Thanks so much for your help!!!  :-)
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Shannon Massey, Employee

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Hi Jessica, 
I am so sorry for the confusion on your account. You are correct, it looks like your account was paid on the older account for November, but the system did not recognize that contribution when the accounts were merged. I have placed a request with our accounting team to remove that overdue balance for you. This should be fixed for you shortly. 
Secondly, I do see a $25 donation to the Christmas fund on 11/1/17 from your current account, as well as $25 on 11/6/17 from the account under Chuck. :) 
Thank you again for your patience while we get this fixed for you! 

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