The U.S. Postal Service is addressing complaints from Ridgway residents who had their post office boxes at the Ridgway Post Office locked without notice, violating the agency’s policy.

Ridgway resident Guthrie Castle said he returned from a month-long trip to find the key for his post office box didn’t work. He said a postal clerk told him more than 300 residents had their locks changed.

The post office currently has 846 active post office boxes, which includes free boxes provided to residents like Castle whose homes aren’t eligible for street delivery.

James Boxrud, a spokesperson with the Postal Service, said the only cost associated with free boxes is a deposit on a key.

A post office clerk told Castle his box was locked because he’d missed the annual deadline to reaffirm his residency. Castle said he received no warning notice, as he had in years past.

Boxrud said he could not confirm how many complaints the agency received or how many post office boxes like Castle’s had been locked. Ridgway Postmaster Donovan Joe declined to answer questions and referred the Plaindealer to Boxrud. Joe has been the Ridgway postmaster since May 2024.

According to Boxrud, the agency’s policy requires the postmaster to give customers written notice to reaffirm their addresses or update their account information.

This typically includes a notice 30 days before the deadline to renew with two additional notices throughout the month, if a customer still hasn’t responded.

“If a customer remains out of compliance after multiple notifications, the box may be locked, and — if still unresolved — locks may be changed after the 11th of the following month,” Boxrud wrote in an emailed statement.

Castle told the Plaindealer the postmaster told him the post office shouldn’t have to remind customers of the renewal date because they are adults.

“(That) strikes me as completely absurd. I mean, there are perfectly competent people that don’t necessarily remember their wedding anniversary, much less something bureaucratic like this,” Castle said.

Castle said he refused to pay an $11 deposit the postmaster requested for the same key he’s had for the past eight years.

“We’re just at a standoff,” Castle said. “I’m missing a month’s worth of mail because I don’t owe any money.”

Castle said he contacted U.S. Rep. Jeff Hurd’s office, which said it would help look into the issue.

Boxrud encouraged customers with concerns about their post office boxes to either contact their local post office or USPS customer service.

Anyone who would like to provide feedback on Postal Service customer service can do so through an online form: emailus.usps.com/s/personnel-inquiry.

Lia Salvatierra is a journalist with Report for America, a service program that helps boost underserved areas with more reporting resources.