Alina T.

Dear Customer Complaints Team,

I am writing to express my profound frustration with the recent experience I had while attempting to submit a "Change of Address" application for my elderly parents at the local USPS office. The inefficiencies and inconvenience encountered during the verification process have left me deeply disappointed with the current policy, and I believe it needs urgent improvement.

I submitted an online application for a "Change of Address" on behalf of my elderly parents, who are both USPS customers. Immediately after submission, I received a notification that I needed to visit the local USPS office with my parents to undergo an identification verification process and obtain a letter with a barcode. While I understand the need for security measures, the execution of this process has been far from efficient and customer-friendly.

Upon arriving at the local USPS office with my parents, we were prepared to present their identification documents as required. However, we were met with an unexpected demand for my father's car registration, which we had not been informed about during the online application process. Unfortunately, my father did not have the registration with him at that time, and as a result, we were unable to complete the verification process.

The fact that we had to leave the USPS office and return later with the car registration caused significant inconvenience to my elderly parents, especially my mother, who uses a wheelchair. It was an unnecessary burden to subject them to an additional trip due to an unexpected requirement. Moreover, the lack of clarity and transparency during the online application process compounded our frustration.

In the age of advanced technology, where secure transactions such as filing taxes can be accomplished online, I find it perplexing that the USPS does not have a more streamlined and secure online verification process for a simple address change. Requiring customers to physically visit the USPS office and produce documents like a car registration is not only outdated but also impractical, particularly for elderly and disabled individuals.

I urge the USPS to reconsider and modernize its "Change of Address" policy to better cater to the needs of customers in the digital age. Implementing a secure and efficient online verification system would not only improve customer satisfaction but also enhance the USPS's reputation for providing reliable and customer-centric services.

Furthermore, I strongly recommend providing clear and detailed instructions during the online application process, including any additional documents that might be required for verification. This will save customers from unnecessary trips and ensure a more seamless experience overall.

I hope that my feedback is taken into serious consideration, and I request that the USPS reviews its current policy and makes necessary improvements to create a more user-friendly and efficient "Change of Address" process.

Thank you for your attention to this matter. I look forward to receiving a response and seeing positive changes in the USPS service.