“Is there some way I can escalate a lost mail issue to an actual person?”

“Dear PoPville,

I know mail problems are a common irritant of living in DC, and I have had tons of mail fail to show up over the past few years. I’ve tried the USPS online mail finder and complaint system before with no success, so I’ve resigned myself to the fact that I just have to write off the occasional lost birthday card or invite. This time, I wanted to see if popville readers had any suggestions for my latest mail issue.

I graduated from Georgetown in December, and my diploma was mailed a month ago but and never arrived. I contacted Georgetown (I have my own problems with them because they don’t track their mailed diplomas, and can’t seem to tell me what happens if/when a diploma is returned undeliverable) but I don’t want to have them print me a new one that also disappears into the ether.

Is there some way I can escalate a lost mail issue to an actual person? is there some DC-resident advocate that I can reach out to? I shot a constituent representative for my rep on the DC council a message about it and haven’t heard back. I’d love to hear of success any readers have had in getting a response from USPS or delivery made.”

Ed. Note: It might be worth following up with Congresswoman Eleanor Holmes Norton’s office. In December Norton issued the following release:

“The office of Congresswoman Eleanor Holmes Norton (D-DC) today released Norton’s letter to United States Postal Service (USPS) Postmaster General Megan Brennan regarding widespread complaints of inconsistent and failed mail delivery and a lack of USPS responsiveness in the District of Columbia. Norton said she is considering holding a forum with the Postmaster General and D.C. residents to help the community understand the best way to get responses quickly and resolve delivery issues.

In her letter, Norton wrote, “We have learned from constituents and from several members of the D.C. Council that there is unreliable service in the Eckington, Anacostia, Cleveland Park and Michigan Park communities. I understand customers often do not even receive their mail at all on certain days. The most common complaints include late evening deliveries, failed delivery and damaged mail. Especially troubling is the repeated lack of responsiveness by station managers to customers. I understand that phones are frequently not answered when my constituents call to make complaints, and, when they go to the post offices themselves, they are not allowed to speak to managers or are told they are unavailable and managers do not return messages.”

Norton’s full letter is below.

Megan J. Brennan
Postmaster General and Chief Executive Officer
United States Postal Service
475 L’Enfant Plaza SW
Washington, DC 20260-3500

Dear Postmaster General Brennan:

I am writing because a number of my constituents throughout the District of Columbia have been experiencing difficulties receiving their mail consistently and properly.

We realize that from time to time there will be mishaps in delivery of mail. However, there appear to be recurrent problems in all four quadrants of our city. For example, we have learned from constituents and from several members of the D.C. Council that there is unreliable service in the Eckington, Anacostia, Cleveland Park and Michigan Park communities. I understand customers often do not even receive their mail at all on certain days. The most common complaints include late evening deliveries, failed delivery and damaged mail.

Especially troubling is the repeated lack of responsiveness by station managers to customers. I understand that phones are frequently not answered when my constituents call to make complaints, and, when they go to the post offices themselves, they are not allowed to speak to managers or are told they are unavailable and managers do not return messages.

We are considering holding a forum with you and our constituents to help the community understand the best way to quickly get responses and change.

I ask that you respond to this letter within 30 days, outlining how the United States Postal Service plans to address these concerns. I look forward to working with you on these important issues.

Sincerely,

Eleanor Holmes Norton”