How long does it take to get help???

[Guest]

.

[DanaLi]

A month ago I had a problem with one of my transactions. The loan said it went through, it was recorded in my transaction history, and it took my Kiva credit but it didn't add the loan to my list of loans and I wasn't added to the borrowers page as a lender. I sent Kiva a letter and after a brief misunderstanding I got this back from them on 1/3/08

Hi Dana,

Thanks so much for following up.  I'll have Kiva's engineers look into
this directly.  My apologies for the inconvenience.

Best wishes,

Liz

Now after the first week I wasn't that worried about it. I figured I would wait and month and see what happened. But it has been a month and nothing has happened. I haven't even gotten a follow up response. I understand that I can't get in on the loan but I WANT MY KIVA CREDIT BACK!!!
Has anyone had this kind of problem before or know how long it should take them to fix it??? 

Dana

[wind5001]

Dana,

I am really sorry to hear that...Kiva really seems to be heavily understaffed currently...

I guess you ought to write again...as cumbersome as that is. I'd copy that reply and ask for clarification.

Keeping my fingers crossed
Oli

[AccountAbility]

Has anyone had this kind of problem before or know how long it should take them to fix it??? 

Dana

While by no means does everyone with a Kiva problem post it on Kiva Friends, yours is pretty unique in all the problems that I have seen here in 10+ months.

If it isn't yet fixed, by all means email them with a follow-up.

Dan

[DanaLi]

I finally sent them another email. I'll let you know if it gets fixed.

[MissLena]

This happened to me just minutes ago!

PayPal took my $25 fopr a loan, but the return to Kiva got hung somehow -- I got the page with the header "Your Transaction" -- but nothing else.  Now the loan is still in my basket and no credit for my $25.

I sent email.  We'll see...

'Lena

[Diane R]

This has happened to me at least 3 or 4 times in the past year.  Email does produce the desired result and a return of credit, but it takes a few days at minimum.

But in DanaLi's case, if I'm reading right it was KivaCredit that disappeared on her, and not a Paypal payment.  That one will require a different way of handling, since with Paypal you have the transaction receipt/number and can provide that to Kiva for easy verification; with using KivaCredit and having the loan not appear but the Credit be debited, it would be a different in-house investigation.  (Sorry if I misunderstood, DanaLi!)

--Diane.

[MissLena]

This has happened to me at least 3 or 4 times in the past year...

And they haven't fixed the bug yet?!   Grrr...

[Henry]

same here, happened a few times, 1/2 the time I got the loan I wanted, the other 1/2 I missed out on it.

can be aggravating! 

[charity]

Wow... I guess I should feel lucky, as this hasn't happened to me yet, and I have made quite a few loans in the last few months.  I wonder if it is a traffic thing - when there are so many people making transactions at the same time, a couple get lost? 
I usually make my loans late at night on the west coast of the US...which means most the rest of the US is likely asleep a the time, and not making Kiva loans...
Of course..just watch...it may happen to me next!

[Claus-Peter]

The loan said it went through, it was recorded in my transaction history, and it took my Kiva credit but it didn't add the loan to my list of loans and I wasn't added to the borrowers page as a lender.

Hi Dana,

I never faced a problem like yours. In all my cases I was billed by paypal but the transaction was not recorded in my Kiva transaction history. So the problem occured between Paypal and Kiva . In your case it seems to be a Kiva problem

Claus-Peter