Why were 2 payments made (to meet my overdue balance) that I hadn't authorized?

  • 1
  • Problem
  • Updated 10 months ago
  • Solved
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: case resolved

I had Auto-Pay set up, but realized it hadn't been working for some reason--I figured that problem out, though. I was just logging into my account to pay the overdue balance I had for the child's care (I had missed the $38 for the month of December due to the auto-pay issue). However, once I logged in it said that I did not have an overdue balance. I looked at my giving history and it said that I had paid $76 in child sponsorship (so two $38 payments).
First, I am just wondering how this happened because I do not believe I authorized a payment.
Second, I am wondering why it charged me for 2 months, as I was only behind on the payment for December, and my auto-pay is set up for the 28th of the month, so it shouldn't have charged me for January until the 28th of this month. And it's not just a mistake in writing on the Compassion website, I checked and two months of payment had indeed been charged to my debit card.
I'm not upset at all, because of course the money is helping my child, I'm just a little bit confused as to why these payments were made without my authorization, and why it was two and not just one since I was only behind on one month.
Thank you!
Photo of Anastasia Howland

Anastasia Howland

  • 2 Posts
  • 0 Reply Likes

Posted 10 months ago

  • 1
Photo of Sarah

Sarah, Sponsor and Donor Relations, Social Media

  • 4920 Posts
  • 1087 Reply Likes
Anastasia, I am so sorry for the confusion with your donations not pulling correctly even though they were on an automatic withdrawal. Compassion recently discovered that donations set to pull on the 28th of the month have not been coming out as they should have been. This is completely an issue with Compassion's system and not something that you did to cause your donations to not pull. On January 7th, Compassion was able to process some of the automatic donations that had not been able to be pulled on the 28th of December, including yours. I am so sorry that the donation was taken twice though :(. We can get this issue fixed for you. To fix the pull date problem, would you mind if we move your pull date to the 26th or 27th of the month? If you'd rather just give manually as you had been doing, I can certainly remove the automatic withdrawal completely for you as well. Either way, we will not pull funds again until February since January's donation was taken at the same time as December's this month. Please let me know which way you would like me to handle your account and I will take care of it for you.
Photo of Anastasia Howland

Anastasia Howland

  • 2 Posts
  • 0 Reply Likes
Great, thank you so much for your helpful comment! :) That explains things. I'll just go into my account to change the withdrawal settings since I know where they are. Thanks so much! God bless you!

This conversation is no longer open for comments or replies.