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This report presents the results of our self-initiated audit to evaluate mail delivery issues on selected routes at the San Antonio – Heritage Station. The Heritage Station is in the Rio Grande District of the Southern Area. We conducted the audit to provide U.S. Postal Service management with timely information on potential operational risks at the Heritage Station.

The Heritage Station has 117 delivery routes (33 city and 84 rural) and 192 carriers (47 city and 145 rural). We selected the Heritage Station to review because it had 2,113 customer cases in the Enterprise Customer Care1 (eCC) application during FY 2018, Quarters (Q) 2 and 3. Some customer complaints related to mail theft, mail delivered to the wrong address, mail not received, or no key to access mailboxes. As of May 2018, the Heritage Station had the ninth largest number of cases nationwide.

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Comments (4)

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  • anon

    I receive mail out of this post office and have numerous problems with those end of the street mail boxes. Because the key goes into my box when there is a package it is an advertisement that there is a package waiting. Today only 3 hours went by before the item was delivered and I could check my mail and the parcel box was already priced open. This is the third time this year. We need a new style of box, this one is 20+ years old. What does it take to make this happen.

    Mar 22, 2019
  • anon

    Please investigate, also, the Boerne Post Office, nearby. Its zip code is 78006. It has a reputation for the same sorts of problems.

    Nov 26, 2018
  • anon

    What about delivery issues in general? The postal service has a grand alley of recourse against an average citizen, but the average citizen has no recourse for a missing parcel, lost mail, packages delivered to the wrong address, nor a rude and unethical postal personnel. Why is this? I have been having problems with my post for several years, the price for services increases fairly regularly, but the service is continually declining, as well as limitations and restrictions are being initiated that impact small businesses in a very negative way. and still I cannot track my package other than it is "In Transit", no updates for a month now. What are we paying for, and why do we have such a difficult task to find a simple answer?

    Nov 23, 2018
  • anon

    Kevin Maurer I totally agree. Im having the same issue. My package was suppose to be delivered Friday 11-23 still not there snd just tells me ' in transit' Now my husband is back home do I'm tryi g to figure out how to reverse it and just have it sent back to me since it never was delivered to him while he was out of town. So frustrating call the 800 number to get tracking and it just tells you in transit then it tells you if you want to speak to a customer service representative please hold the whole time is greater than 1 hour please give me a break

    Nov 26, 2018