By Julie Zauzmer, Washington Post
U.S. Postal Service customers across the country have been receiving a notification that often alarms and perplexes them: The message says packages they expected delivered to their home or business are being held at a post office “at the request of the customer.”
But customers who are receiving these notifications never requested that their mail be held.
The packages are delayed because of broad changes Postmaster General Louis DeJoy has implemented to the nation’s mail delivery operations, including policies that slow down package delivery. When a mail carrier cannot deliver a package on the day it was scheduled because their shift is ending, postal workers say, the system sometimes generates a misleading “held at the request of the customer” message.
Although the reality is that the mail carrier will deliver the package, sometimes the next day, customers say the message has prompted them to visit the post office to claim their items — even if they are concerned about venturing out because of the coronavirus pandemic — and has undermined their faith in mail delivery leading up to the 2020 election.
“Shouldn’t it say that the carrier couldn’t deliver it today because time ran out? … The message is incorrect,” said Jamaal Vetose of Baltimore County, who had lost his mask and visited the post office without it to pick up his package containing a new one after receiving the erroneous notification.
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Postal Service spokespeople did not answer questions from The Washington Post about why customers are getting this message. One spokesman said he could not answer without seeing the tracking numbers. When The Post provided tracking numbers from two packages, the Postal Service did not respond.
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Vetose, who works for an investment firm, teleworks most of the week but goes to the office on Mondays. He was anxiously tracking a mask that was supposed to be delivered on a Friday.
Late Friday evening, he saw the message saying his package was being held at his request. “I’m not sure if the carrier ran out of time, or to be honest they decided they didn’t want to deliver it,” he said. “I definitely didn’t request them to hold it.”
He lined up at his local post office first thing Saturday morning, ashamed of the looks that he got from fellow customers when they saw he wasn’t wearing a mask. “I’m here to pick the mask up. It was supposed to be delivered to my house,” he told a few people in explanation.
Vetose said the USPS employee at the counter told him that he need not have come — the carrier would probably have delivered the mask later that day.
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Postal employees in D.C., Maryland and California all told The Post or have told their customers that those who receive the notification do not need to come to the post office in person.
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DeJoy, whose cost-cutting measures have provoked congressional hearings and the threat of a lawsuit by more than 20 states against the Postal Service, has said the changes are needed to fix the struggling mail delivery system.
Democrats say the rapidly implemented measures could make it difficult to deliver mail-in ballots to voters this November.
