PALMETTO, Ga. — 11Alive has increasingly heard from viewers who have experienced frustrating delays or other problems with their mail. The problems largely appear to trace back to a new facility in Palmetto, the Atlanta Regional Processing & Distribution Center.
The facility opened on Feb. 24, consolidating Atlanta, Augusta, Macon and Duluth area processing and distribution centers, which are each being repurposed as local processing centers.
The most common question we're seeing since then: What can I do?
People want to know what they can do if their package never arrived. Or if the one they sent was never delivered. Or what to do if their mailed payments are delayed, or if their medicine is in limbo, or if their tax documents are at risk.
Here's some of the frequently asked questions we're seeing, and what we can offer as a resource:
Atlanta USPS delays | Frequently asked questions
The first two questions kind of go hand-in-hand:
- My package was supposed be delivered, but never arrived. Where is it? What should I do? Should I report it missing?
- My tracking information shows my package bouncing back and forth between facilities, but I’m not getting any update on an actual delivery date. What's going on?
We can confirm several people have reported tracking information showing packages bouncing back and forth between facilities.
From what we can tell, the vast majority of items appear to be caught in a massive backlog of mail that needs to be processed and distributed.
To start a search for your item, USPS directs you to go here https://www.usps.com/help/missing-mail.htm.
You can also complete a help request form there, and start a missing mail search request. The website also gives links to request a refund or file an insurance claim. But be warned – several people have told 11Alive they’ve tried that and either haven’t gotten answers or weren’t able to submit a missing mail request. USPS has not answered our questions about why some people are getting messages saying they can’t submit a request until a certain date, but that date has already passed.
- Is there anything else I can do?
You can try calling 1800-ASK-USPS (1-800-275-8777). It’s an automated line. People have told 11Alive they have not had great luck getting through to an actual agent.
USPS’s website directs people they can also fill out complaint here https://usps.my.site.com/emailus/s/. People have told 11Alive that doesn’t appear to have helped.
- I sent a payment by USPS, but it never arrived at its destination. What can I do?
You can call your bank and ask to stop payment. Usually there’s a fee with this. Ask if they would be willing to waive it given the situation with USPS deliveries in the area.
Check to see if you can pay by app, phone, or online. You can also ask the person you are trying to pay if they would be willing to void any late fees given the situation with USPS deliveries in the area.
- I need to send a payment or item and am worried it will get stuck in the USPS backlog. What can I do?
The recent mail service problems appear to be isolated to USPS. Try to send it through a different delivery service, such as FedEx or UPS. Though please note you may have to pay more through other options.
- I sent my tax return to the state or federal government, but it hasn’t been delivered yet and days have passed since I sent it. Should I be worried it won’t be delivered by April 15?
As long as it is postmarked before the deadline, Georgia and the IRS will consider your return on time.
The IRS also sent 11Alive this response: "We’ve not experienced or noticed any significant delays or an increase in calls about the situation in Palmetto. As is noted on the USPS website, 'The IRS considers a tax return filed on time if it is addressed correctly, has enough postage, and is postmarked by the due date.' The IRS also advises taxpayers and their tax advisors to use electronic filing methods such as IRS Free File or alternative e-file service providers. Electronic filing minimizes mathematical errors and identifies potential tax credits or deductions for which the taxpayer qualifies. We also recommend selecting direct deposit for the fastest, most secure return."
- I didn’t receive my absentee ballot in time to cast my vote for the March 12 presidential primary or the county didn’t receive my absentee ballot application in time. What can I do to make sure I’m able to vote by absentee ballot in the May 21 general primary?
Request it now. Since we’re almost two months out, that gives you ample time to hopefully receive it or make alternative arrangements to vote early, if needed.
Absentee ballots may also be submitted via drop box. You can check your county elections website for where they post their drop boxes.
- My medication hasn’t arrived yet by mail. What can I do?
Independent pharmacists, like Ira Katz, are offering people suggestions if you're missing medications related to mail service delays.
He suggests that patients contact their neighborhood pharmacist who will most likely find a way to help them with the gap in coverage.
“Not just me but most of my colleagues in independent pharmacy will go out of their way to reach out to the doctor, give the patient just a day or two to cover them," said Katz.
Katz also recommends that patients opt out of mail service whenever possible.
“You lose that connection between the patient, doctor, and the pharmacist, and they don’t care if it gets lost in the mail," added Katz.
- My small business rating is sinking because USPS hasn’t delivered the items I’ve sent. What can I do?
Let customers know about the USPS mail service issues. Research other mail service options for items you need to send moving forward.
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