Postal Service won't reimburse Neenah-Menasha customers for fees after lost mail

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NEENAH, Wis. (WBAY)- The US Post Office tells customers it won't reimburse any bank fees or other charges people received who reported missing mail from the Neenah-Menasha area.

That mail disappeared around September 4, and postal officials say the investigation into how it vanished continues.

It's unclear how much mail is missing, but many residents have told us they've been affected.

At the Neenah Post Office, it's not hard to find someone with a complaint about missing mail.

This includes Troy Stillman, who owns GrassDoctors Lawn & Landscape. .

"I didn't notice it missing until I got reports from customers that they hadn't received their bill, and also payments that I sent out didn't make it to their final destination," said Stillman, who lives in Neenah.

Stillman filed a complaint with the post office last month and just now received a response. He showed Action 2 News the letter.

It said the postal service, "will not be able to honor claims for reimbursement." Also adding, "The search for your mail is ongoing and our Consumer & Industry Contact office is monitoring the status of mail pieces with tracking numbers."

Others who lost mail include Roz Schneider of Fox Crossing. She says a letter with two gift cards sent to her daughter never arrived.

"I went back to Woodman's where I had purchased the gift cards, and Woodman's was kind enough, so they investigated and they found that the gift cards had been cashed, and I believe it was Peoria, Illinois," Schneider indicated.

Postal officials say any mail leaving the Neenah-Menasha area is trucked to the Milwaukee Processing and Distribution Center. That facility, we're told, was searched and a number of employees were interviewed.

Stillman asked, "At what point, losing 50- or 60,000 residents' mail does it become negligence?"

Sean Hargadon, Corporate Communications for the Lakeland District of the USPS, released this statement to Action 2 News Tuesday afternoon:

"The Postal Service apologizes to our customers in Neenah and Menasha for the delay of their mail. We regret that to date the mail in question has not be located, but we are committed to an ongoing search to locate it. This occurrence does not reflect the high level of service the Postal Service normally provides. Every effort will be made to serve the future needs of our customers in a manner more consistent with their expectations and our standards. While we realize that an apology is no substitute for good service, we ask the citizens of Neenah and Menasha to please accept ours for failing to maintain our high level of service."

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