Engagement with a surrogacy or egg donation agency represents an important step in the journey to parenthood. While most agencies operate with care and professionalism, the industry has recently seen several troubling situations such as the publicly reported issues involving SEAM and Surro Connections which have highlighted how devastating agency mismanagement can be for intended parents, donors, and gestational carriers alike. When communication breaks down or an agency becomes unresponsive, the stress can be immense, particularly when funds, contracts, or timelines are involved.

Being informed and prepared can help safeguard your journey and give you a clearer path forward during uncertain moments.

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1. Document Everything

Start by keeping a detailed record of all communications with your agency. This includes:

• Emails, texts, and portal messages
• Dates and times of phone call attempts and number of voicemail messages left
• Ensure you have copies of your Agency Contract, which often outline expected communication standards

A clear paper trail can prove invaluable should legal or financial steps become necessary.

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2. Try Multiple Channels

Before assuming the worst, attempt to contact the agency through all available methods:

• Email and phone
• Online portals or messaging systems
• Professional social media accounts

Occasional delays can happen due to staffing changes, unexpected emergencies, company trainings or internal transitions.

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3. Reach Out to Your Professionals

Contact any attorneys, escrow providers, or fertility clinics involved in your arrangement. They can:

• Confirm the status of contracts and escrow funds
• Provide guidance on next steps if the agency is not responding
• Act as neutral intermediaries

Escrow providers, in particular, may hold funds securely and can advise you on fund disbursement protocols.

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4. Understand Your Legal Rights

Review your agreements to identify your legal protections. Key questions include:

• What recourse is outlined if the agency fails to perform services?
• Who is responsible for escrow or trust accounts?
• Are there arbitration or mediation clauses in the contract?

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5. Engage the Community

Support groups, online forums, and advocacy networks can provide:

• Shared experiences and practical tips
• Recommendations for reliable agencies or escrow providers
• Emotional support from those who have faced similar challenges

Remember to verify any advice before acting on it.

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6. Plan Next Steps

If your agency remains unresponsive:

• Escalate the issue with professionals (attorneys, escrow companies, clinics)
• Continue to document your attempts to reach the agency
• Begin exploring alternative professionals if needed

Remaining proactive can help protect your timeline, funds, and peace of mind.

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In light of the recent events within the surrogacy and egg donation industry, it is completely understandable and normal to feel wary when choosing an agency. At An Eggceptional Match (AEM), we want intended parents, surrogates, and egg donors to feel fully supported from the very first conversation. Our team responds to all correspondence within 24 business hours, and we make ourselves accessible via email, phone, and text.

With nearly 24 years in business, AEM has supported a countless number of families and third-party reproduction partners through every stage of their journey. Compassion, transparency, and reliability are at the core of everything we do. For your peace of mind, we proudly offer referral letters and the opportunity to connect directly with previous intended parents, surrogates, and egg donors who can speak firsthand to their experiences with us.

Your family-building journey deserves stability, honesty, and expert care!