Why was the money I sent not applied correctly?

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  • Updated 12 months ago
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I am quite confused at the moment. I sent 2 Family gifts of $1,000.00 each and 2 Christmas gifts of $25.00 each. The totals were $2,000.00 and $50.00. I used the same credit card for both transactions. However, only the $50.00 gift shows up on my giving. I sent these gifts in October so the 2 children and their families would get it before Christmas. I called and talked to a rep. who said it was because of the credit card I used being in a different name....??? I used the same card for both transactions. The $50.00 shows up but not the $2,000.00. I am very concerned and frustrated at this. How could this happen when I used my login and my children when I gave this money in good faith?
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Sheila

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Posted 12 months ago

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Shannon Massey, Employee

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Good morning Sheila, 
I am so sorry for the confusion and frustration this is causing. Please know that I see all four of these gifts were processed correctly on October 24th, the date that they were given. The reason that your gifts to the families did not show up is because when you have a different name on a credit card or debit card than the name on your sponsorship account, it will create a new account in our accounting software for gifts that are very large like these. This is what happened for your 2 $1,000 gifts. The other $50 for Christmas went through just fine because it was applied to our Christmas fund in honor of your children, rather than to a specific child. Please know that all we need to do it have these two accounts merged together and all of your donations will show online for you. I truly apologize for the inconvenience. I see that our accounting department is already in the process of taking care of this for you so you should see this resolved very shortly. Thank you so much for your patience as we get this resolved for you! 
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Sheila

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Thank You so much!!! I have been doing this since 2013 and this is the first time.
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Sheila

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How long should this take? I just checked and it still doesn’t show up. Will my 2 children receive the $1, 000.00 each before Christmas?
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Sheila! Please do give it a few days to be updated on your account. Yes, your children are going to receive these gifts for Christmas as they were already processed and sent to our country office in Guatemala to be delivered to your kids :).

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