• Project Title:
  • Mail Processing Operations at the Roanoke VA P&DC
  • Start Date:
  • Tuesday, July 5, 2016
  • Estimated Report Release Date:
  • January 2017

In an effort to align its mail processing infrastructure with declining mail volume, the Postal Service has consolidated some mail processing facilities nationwide. Before starting a consolidation, the Postal Service must evaluate service standard impacts for all classes of mail and consider issues important to local customers. Some mail processing operations at the Roanoke, VA, Processing and Distribution Center (P&DC) have been consolidated into the Greensboro, NC, P&DC. We plan to determine whether this move adversely affected customer service. We will also evaluate whether a business case existed to support the consolidation.

  • Have you been affected by mail processed at the Roanoke, VA, P&DC?
  • If so, what was your experience like?

Update: The Office of Audit Network Processing Team would like to thank everyone who took the time to post feedback regarding service issues in the Roanoke, VA area.  We expect to issue a report in January 2017 on service issues in areas containing ZIP codes 240, 241, and 243.

Comments (581)

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  • anon

    Very slow, 4 to 6 days. We have also experienced mail not getting to the destination, resulting in late fees and possible credit score damage,

    Jul 22, 2016
  • anon

    Packages are slower. As for other mail, I don't care. It's mostly junk. Honestly, if we want to save money I think we need to stop Saturday deliveries. More and more people receive and pay bills on line. There is not as much need for 6 days of delivery in today's society. I question why local mail needs to go anywhere. If I mail a card to someone across town it shouldn't have to go to Roanoke, Greensboro or anywhere. It shouldn't leave my local PO except to be delivered to the receiver's mailbox.

    Jul 22, 2016
  • anon

    I've had late fees for payments that were mailed, to City of Salem, on time. I used to get mail daily, now there won't be any for days then stuffed. Takes forever to receive letter sized items mailed to you. Very bad for business.

    Jul 22, 2016
  • anon

    Have experienced slow delivery times on letters that have been mailed.

    Jul 22, 2016
  • anon

    S. L. O. W. I had the tracking on a package show that it went from Raleigh, NC, to Roanoke, VA and THEN to Greensboro, NC, before making it to my house! How is this saving money?

    Jul 22, 2016
  • anon

    My husband tried to mail a letter to the American Legion post which is maybe a mile from our house. We tried 3 or 4 times, but it kept getting returned to us, with the notation "no such address". I even left it with the people at the Salem post office who told me that there was no reason it shouldn't be delivered. I use Wells Fargo bill pay, and they sent a check to a local business in payment for a furnace service call. The local business never received it, so after 3 weeks, I asked Wells Fargo to stop payment on it, and then paid the company directly. Wells Fargo told me that the check was eventually returned, even though I double checked and the address was correct.

    Jul 22, 2016
  • anon

    Thanks for your message and we are sorry you're experiencing this issue. Our audit is looking specifically at service in the geographic areas containing the zip codes 240, 241, 243. Please contact the Postal Service Consumer Affairs Office (www.usps.com/help/welcome.htm or 1-800-222-1811) and they will be able to assist you further with your issue.

    Jul 28, 2016
  • anon

    Several issues have come up since the move to processing mail in NC for VA, 24060, 24068 and 24073...it now takes more than a week to mail a letter from Blacksburg to Christiansburg or Roanoke. Mail never arrives or arrives damaged. I get notices that I have mail in my PO Box but none is there until days later. Or no notification and the box is stuffed so tightly the mail is crumpled and torn. I too have been forced to use online bill pay more than I would like to avoid late fees and missing bills.

    Jul 22, 2016
  • anon

    Thanks for your message and we are sorry you're experiencing these issues. Our audit is looking specifically at service in the geographic areas containing the zip codes 240, 241, 243. Please contact the Postal Service Consumer Affairs Office (www.usps.com/help/welcome.htm or 1-800-222-1811) and they will be able to assist you further with your issue.

    Jul 28, 2016
  • anon

    Since the mail from zip codes 24018 and 24153 have gone to being processed from Roanoke, VA to the Greensboro, NC facility numerous problems have arisen. Some mail never arrives while other mail arrives late. It now takes 10 days to go to a location in Salem from a location in Salem which is only a couple of blocks away. I have taken to paying my Salem bills in person to any business that I can drive to. Magazines come weeks late, if they show up at all. I've cancelled weeklies because they are out of date by the time I get them. I've received a couple of letters/cards slashed/ripped and then stuffed into plastic envelopes with a "damage" notice. Advertisements for sales I receive are usually over by the dates the circulars are delivered. If I do not pay a bill the moment I receive it there is a good possibility late fees will be incurred, or worse, cancellations. Clearly Greensboro, NC cannot handle Roanoke/Salem's volume of mail. Please bring back the Roanoke, VA post office.

    Jul 22, 2016
  • anon

    While they (you) claim it is a move to save MONEY, it is one of the most stupid things I've seen or heard of a govt. agency doing..... sending lots of LOCAL addressed mail way out of the area, out of state to sort and then sending it back..... just plain DUMB!!!

    Jul 22, 2016
  • anon

    We have had mail lost, mail torn into and gift cards stolen twice, and the USPS actually lost a piece of certified mail that I tracked to a post office in SC. The tracking information showed it was there but no one could find it. It showed up in my mailbox two months later. The certified mail was to be sent to a person we were renting a beach house from. It had two money orders in it, which I had to cancel. I also have been charged late fees because mail that was sent a week in advance failed to show up to the intended recipient (Comcast), until three weeks later!

    Jul 22, 2016
  • anon

    The mail has been horrible since they moved it to Greensboro. I have been getting bills like 2 days before they are due.I wish they would move it back hear!!!!

    Jul 22, 2016
  • anon

    I've resorted to electronic bill pay because I can no longer expect my payments to arrive on time. Mail that I would normally get within a day or two is now taking over a week after being mailed. It's a real shame! The mail at work has become even worse, we've lost countless number of customers because they say they can't rely on the mail to get our product to them in a timely manner, I'm worried about job layoffs due to customer complaints over something that is completely out of our control.

    Jul 22, 2016
  • anon

    I would have to say that the only thing that has truly affected me with this change of operations is that my meds are taking 2-3 days longer to get here since this change. It used to be that I'd get them in 2-3 days from the cmop (veterans affairs pharmacy) in South Carolina but now it's anywhere from 4-5 days average to receive my meds.

    Jul 22, 2016
  • anon

    Since the consolidation , I have seen a significant delay in getting mail out for delivery as well as incoming. I routinely get my neighbors mail and they receive mine. My parents have also seen significant problems in the area. They have had to contact companies in regards to late payments because they still pay by mail. They have been fortunate in getting the issue resolved with the company, especially since it has happened more than once.

    Jul 22, 2016
  • anon

    24127 zip code. I mail my monthly payments to Roanoke and they are all being delivered late and I am paying late fees. Instead of letters go to Roanoke and staying there, they are being sent to Greensboro to be processed then returned to Roanoke to be delivered. Absurd! How does this save money I have no clue. I now pay all bills online and if I can't, I take it and hand deliver it so I can avoid late fees... there goes your money that I would normally spend on stamps. Surely does not save time or make things more efficient since it is adding a step clearly not needed. I guess it is what is to be expected though from our Government....

    Jul 22, 2016
  • anon

    Service has been terrible since the move to Greensboro. Mis-sorted mail, delays in receiving mail and bills to our home, and delays in mail getting to loved ones across the region and country. This decrease in the quality and timeliness of our mail service undermines the credibility and good faith enjoyed by the USPS for generations.

    Jul 22, 2016
  • anon

    Since the mail is sent to Greensboro North Carolina now a majority of my mail takes forever to get to where it needs to go. A lot of the mail that is sent to me gets to me very late or sometimes not at all. Sometimes I have to get mail sent out in my own town and then it get shipped all the way to Greensboro and then comes back. Makes no sense is totally inconvenient and most of the time I prefer not to mail Anything anymore because of the way things are set up. I preferred to do my things online or over the phone now because the Postal Service such a mess since it everything Gibsons to Greenborough.

    Jul 22, 2016
  • anon

    This has been terrible on my family. I was waiting and waiting on my mail and never received it so I had to call the company and ask the amount so I could pay it which I ended up having to pay a late fee. Then three days later I got the bill which was two weeks late.

    Jul 22, 2016
  • anon

    I am in the 24375 zip code and my mail experience since mail began going to Greensboro has been nothing short of horrific! Water bills mailed pre sorted, locally for delivery within the community were not arriving, arriving late and in a lot of cases in more than one piece on different days. On average, our water bill used to be delivered in our box within 2 days of the date of mailing and sometime the next day. Now, it takes at least 6-10 days if it even gets delivered. Phone bills have been missing only to arrive several days or a week after the past due date as are AEP bills. The repeated and regular late arrival of these bills has prompted me to cease using the postal system so that I can pay bills on time and not have to pay late fees or have services discontinued. Several times, bill payments have arrived late resulting in interruptions of service or at the least an unpleasant reminder call to pay a bill. I dislike making payments online but I've been forced to as of late due to the poor quality of mail services in my area. Magazines, packages and other larger items are arriving with an unusual amount of damage that appears to have been caused by machinery, not people handling the mail. I've had to stop all of my magazine subscriptions because it got to a point that we could no longer expect a whole magazine, undamaged and still complete to be delivered through the postal service to our mailbox. Most of our magazines would arrive in bags with stickers saying that they arrived in that condition at our local post office. I literally once received a quarter of a cover of one of our magazines in a plastic bag that had our address label on it--that was all. Just that one piece of a 200+ page Cosmopolitan magazine! I have refrained from using the Post Office and their services as much as humanly possible in the past year for these reasons and several more unrelated to this problem of mail sorting. It's my opinion that the entire postal service needs to be purged and revamped top to bottom!

    Jul 22, 2016
  • anon

    I personally have been negatively affected and the business I work for has been negatively affected. If at all possible, I now avoid using the post office for any important items that I mail because of the long delays in delivery---as long as two weeks for items mailed in Virginia. Personal mail I have received has taken as long as three weeks to arrive based on the postmark. Business mail from our customers -- mailed in our county -- is taking as long as a week to arrive rather than next day as before. This can be a challenge for our customers because of the weekly deadlines we have. We are trying to adjust to this by working around using the post office when at all possible. The same applies to our business outgoing mail. I urge USPS to abandon this poorly conceived and operational fiasco.

    Jul 22, 2016
  • anon

    I have had my insurance canceled due to Never receiving my notice, Tickets to my grandsons graduation lost never received along with 40 other parents in the 24012 area, Lost lAEP bills, Mortgage notices never received. Mail from Richmond to Roanoke gone never received. Mail from 2 miles away takes 16 days to receive. And the list goes on and on. Mail being put in the wrong mail box, Local problem. Also the Roanoke police department needs to be informed that it IS against the law to block someone's mail box. I called about this problem because of the apartments across the street after an argument with them and the officer that came said he could park in front of my mailbox all day if he wanted to and I could do nothing about it. I did not argue with him although I knew he was wrong.

    Jul 22, 2016
  • anon

    There is a noticeable negative shift in mail service now that processing has moved. Multiple late arrivals, lost items, and there is nothing that can be done about it. I avoid mailing as much as I can now. Perhaps that was the intent? Disappointed to have had a great local service demised for what cost to the public and local businesses? Roanoke processing worked.

    Jul 22, 2016
  • anon

    I,ve had to pay late charges on utility bills. But no more.

    Jul 22, 2016
  • anon

    Yes. I have had some major impacts on mail. I work for a well known insurance company. Since the merge the amount of mail has diminished to where there are sometimes days without any mail. Then wee get mail as if it was held for a month a few days later. Also I have mailed stuff personally and for business and had mail lost for months. I had one pice of mail missing for 2 months if had been post marked in NY AZ and IL before coming back to me as undeliverable. It was mailed in town the address was Roanoke. We had this happen twice the second time I do not remember where all the mail went but it never got there either and it was to my parents house and the mail was sent back as no such address. The address was correct. I feel this has really hurt the way the mail I. Roanoke is being processed. As far as my job customers are afraid to mail payments because of how bad the mail is. This in turn makes more work for us by having walk ins and phone calls just to pay a bill or deliver a document. By this being the case that means that the post office is also losing money because people are afraid of what will happen to their mail. Hope my feedback helps! Thank you for your time!

    Jul 21, 2016
  • anon

    On numerous occassions, I have received mail months later than it was due. I had my insurance cancelled because I did not receive the renewal notice. On other time, I received a tax document in June that was needed by April. I have sent invoices to customers that never made it. I no longer trust the mail to get things where they need to be. I have stopped sending out cards to people and now send out messages other ways. It has been very difficult to transfer everything to electronic form but now it is done and I can rest knowing that important documents won't get lost. I used to use the postal service to send packages but now I use other companies. I also urge others to do the same. I understand why revenue is decreasing because the postal service has become completely unreliable. We tested the timing of delivery and it took 17 days to get from our store in Vinton to the recipient 2 miles away. The only thing I receive in the mail is "JUNK" mail and even some of that is so late, the offer deadline has already passed. This consolidation has cost the USPS more money than it has saved because there are more people like me that have found other ways to get information out.

    Jul 21, 2016
  • anon

    We are very displeased with our mail delivery service. Mail sent from 27894 on 6-30-16 arrived at 24179 on 7-11-16. This was 11 days. This was a bank statement sent 1st Class mail. Mail sent from 27611 on 7-15-16 arrived at 24179 on 7-21-16. This was 6 days. Also a bank statement sent 1st Class mail. Zip code 24112 mailed on 7-9-16 was received at 24179 on 7-13-16. This was also a bank statement sent 1st Class mail. This is a few of the examples of the failure of our postal system since the mail was transfered to Greensboro sorting center from our local Roanoke center. It takes 4 days to get mail sent from next door to our house. I know because I mailed an envelope to myself to test the system. This is unacceptable. This will cause the failure of your entire system as email and telephone text messaging will replace it. If you like your job you need to fix it.

    Jul 21, 2016
  • anon

    Could be a possiblility of mail interception. Otherwise, One would easily assume that whomever is getting this mail would go through the proper procedures in order to process things accordingly; especially if they had a ticket to a Condo in Florida. Apparently tey did not know what they received, for certain, and how unfortunate. Lack of communication is a terriblr barrier to have!

    Dec 16, 2016
  • anon

    I received a letter on July 18th from Cox Cable stating that if we didn't get the converter boxes, our service would be disconnected on July 19th (THE NEXT DAY)!! I didn't get the mail until late in the day, therefore we lost our service because we had NO time to get them before the cutoff! We've now ordered the boxes, but had I received the letter on time, we wouldn't be sitting here with NO CABLE FOR A WEEK!!! These mail delivery delays SUCK!!!!!!

    Jul 21, 2016
  • anon

    Since our mail now leaves Roanoke and goes to Greensboro..our mail takes 4-6 days longer to get to us or if we send something in the mail. It gets lost or it takes it a lot longer. Now we hate using USPS have thought of just sending payments for bills online since you now can't depend on USPS to get things even mailed early to the right destination. People are starting to use the Internet instead. It's sad ..disappointing. please change it back.

    Jul 21, 2016

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