ATLANTA — As more metro Atlanta residents experience mail delays, frustrations continue to grow as more people demand answers.
For some, the delays have created a dangerous situation, as more complain about missing critical medication that appears to be sitting at the United States Postal Service Palmetto distribution center.
11Alive has received non-stop overwhelming concerns from those experiencing delays about their missing mail.
Here's what we know so far:
Why is mail delayed?
11Alive has reached out to the United States Postal Service about what is causing the delays but has not received a definitive reason.
The union president for postal workers, Mitchell Taylor, blamed the issue on the facility not properly planning before opening up. He said he thinks this will continue to be a problem until someone steps in, reassesses and fixes the design. USPS has not confirmed the main reason for the issue.
As for all other specific questions regarding delays with critical mail, the postal service continues to send 11Alive the following statement:
The Postal Service plays an important role in the community, and we are committed to providing the best service possible. While a significant portion of mail and packages in the Atlanta area is being delivered in a timely manner, management is aware of the concerns of some local customers regarding their mail and package delivery and are working quickly to resolve any issues. Operations are improving as we continue to make significant investments in the Atlanta area, including new sorting machines, upgraded facilities and more efficient transportation that will help ensure our organization can provide reliable delivery services for years to come. We sincerely express our apologies to our customers who may have experienced a deviation from our normal, dependable service and appreciate their patience. Customers are reminded that, if they need assistance with mailing or shipping concerns, they have a variety of options for reaching us, including contacting a manager or supervisor at their local Post Office, calling 1-800-ASK-USPS(1-800-275-8777), or visiting our website at www.usps.com.
We have continued to grill the postal service about the cause issues, but the company keeps responding with the above statement.
What to do if mail is stuck?
Those who have extremely important pieces of mail stuck can request a refund for their priority express mail items and other services by contacting the company they may be receiving a late payment notice from or who issued the document.
11Alive has a guide you can click below to help you understand what to do about your missing mail.
Are the mail delays happening at other facilities?
Yes, the mail delays are not just centralized to the new Georgia processing center in Palmetto.
Another state has reported issues with mail delays. Last week, a group of bipartisan lawmakers in Virginia released a letter highlighting a "significant uptick in mail disruptions and delays."
The problems began when the postal service recently rolled out the "Delivering for America" plan introduced in 2021. The plan was put in place to "expedite service, improve customer service and help USPS save money."
USPS' Palmetto facility opened on Feb. 24 -- with an emphasis on centralizing outgoing mail and package processing for the majority of Georgia.
What's being done about it?
Several Georgia leaders have stepped up to the plate to comment on the pending issue as it goes unresolved.
Sen. Jon Ossoff plans to open an inquiry into the mail delays at the Palmetto center.
"When I hear from my constituents that they’re having issues with the postal service that impact family, safety, and security, or just the orderly delivery of mail necessary for quality of life and commerce, I take action," Ossoff said.
Fulton County Commissioner Robb Pitts said he plans to work with federal lawmakers to remedy this situation because what people need via the mail is a lifeline for his constituents.
Other Georgia leaders have said they are monitoring the issue and have also asked questions about the delays themselves.
On X, the platform formerly known as Twitter, Georgia Rep. Mike Collins posted, "My colleagues and I sent a letter to USPS months ago concerning their failures in Georgia. Yesterday, I went to the source myself in Palmetto where we've heard many complaints. Bills, checks, and medicines flow through the mail. Livelihoods depend on USPS following through on their word. When can Georgians expect the improvements promised?"
What's next?
Unfortunately, the USPS did not give a specific timeline on when issues could be fixed. Those who are having issues with their mail are asked to submit a help request form here and continue to track their package.
Mail recipients with concerns are also encouraged to contact their local post office by calling 1-800-275-8777 or visiting their website here, as mentioned in the statement above.
Those experiencing delays or who have not received mail can contact the newsroom with your concerns as we continue to cover this story. Fill out our online form below, and someone from our news team will follow up with you.