Fort Mill family fed up with postal service

Published: Jul. 31, 2017 at 5:56 PM EDT|Updated: Jul. 31, 2017 at 8:42 PM EDT
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FORT MILL, SC (WBTV) - A Fort Mill family is fed up with their local post office after nearly a year of what they say has been bad service.

It started in September when Jessica Howard's parents moved out of her home.

"They changed their forwarding address, and they have a different last name," Howard said. "Then all of a sudden my mail, with my full name, started going to them in Florida, where they moved."

The Howards say they continuously receive mail that should go to other families. One time they received mail from a family that lives in Pageland, more than 40 miles away from them.

David Howard returned mail to the post office that was not theirs and it came back to their house the next day. He said he returned it a total of four times and it came back again and again.

The Howards say they often receive bent or damaged packages. They wrote their names inside their mailbox in hopes that it would help the mail carrier be more accurate, but they say nothing has helped.

The family went on Facebook and found out dozens of other people were having similar issues.

One family said their son's master's degree diploma was in an envelope that said do not bend.

"This is my son's masters degree that was folded in half and left in our open mailbox in the pouring rain," Emily Bonnoitt Lee wrote on Facebook.

Jessica Howard says she has stopped to see the post master at the Fort Mill office, but has had no success. They've also reached out to USPS in Washington D.C., and have heard back, but they say nothing has changed.

As a last resort, they called WBTV. When we went to the Fort Mill Post Office, Post Master Travis Young said they receive complaints all the time, but he was not aware of the Howards' issues.

He took the family's information and said he would investigate it. He added that if anyone else was having issues, they should call and report it.

The United States Postal Service later sent a statement about the situation:

We take customer complaints seriously and want to resolve them as quickly as possible. We encourage you to contact us immediately if you have questions with your mail delivery. The earlier we know about a possible issue, the faster we can identify the source and resolve the matter.

If you have questions about mail delivery, please contact the Charlotte Postmaster's Office at 704-393-4555. Another effective method for you to provide comments is through Postal Service customer insight surveys, which can be found at the bottom of all receipts. You can also visit or call 800-410-7420 to share general concerns, complaints and compliments.

We encourage you to consider Informed Delivery, a free and optional service that sends users a daily email with images of the mailpieces that are due to arrive in their mailbox soon. With Informed Delivery, you can see your mail before it's delivered to your door and it adds a layer of transparency to the mail delivery process. For more information, go to:

The family also got a call from the postmaster Monday evening stating that everything would be handled.

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