EL PASO, Texas -- Residents of the Montwood Heights subdivision said there's something wrong with their mail service. In the Montwood Heights neighborhood in Far East El Paso, some residents said they don't know if they're receiving all their mail.

"They said they sent us the bill. I told them I didn't receive it. Then finally, maybe two or three weeks later, I had it later," said Evelyn Gomez.

Gladys Guzman said the problem has been going on for some time now.

"Sometimes my utility bills don't show up at all. I get mail from other people," said Guzman.

Other residents like Veronica Woodruff complain about the vandalism on their mailbox units.

"The way that it looks, it looks bad for the neighborhood," said Woodruff.

KFOX contacted the U.S. Postal Service about missing pieces of mail and the vandalism, and it released a statement from Postmaster Severo Garza:

As with any service organization, quality customer service from professional, courteous, and friendly employees is vital. We are always concerned when a customer is not satisfied with the way we conduct a transaction or provide a service. Be assured this matter has received my prompt attention.

Although specific names or information was not provided, the station supervisor has been monitoring mail on a daily basis to ensure it is being properly delivered. The supervisor has noted that on some days some customers do not receive any mail.

It is important to note that during the past year, the Postal Service has experienced a significant decline in mail volume. As the current economic climate continues to contribute to a decrease in mail volume, and with no reversal in the trend in sight, the Postal Service reported in late September it expected to end the 2008 fiscal year (ended on Sept. 30) with a volume decline of nine billion pieces. (Final numbers are expected in November.) More likely than not some of our customer’s mail volume follows the national lower mail volume trend.

With regards to numbers on mail boxes, unfortunately we experience a significant problem with graffiti on neighborhood collection and delivery box units (NDCBU) in El Paso. Often this requires a complete paint over for the NDCBU and the numbers are added after the paint job dries. This year in El Paso we expect to spend over $17,000 repainting NDCBUs vandalized by graffiti.

Again, we regret any inconvenience our customers may experience and I want to personally apologize on behalf of the Postal Service. We understand our customers have many choices and we must provide the level of professional service our customers expect and deserve. We regret this experience, which does not reflect the service we want to provide.

We encourage anyone experiencing a problem to ask for the manager on-site, call our toll-free number at 1-800-ASK-USPS (800-275-8777), or visit our Web-site at www.usps.com to describe the concern. Personal consultation ensures direct attention, and our operators and web site personnel are in the best position to address incidents of this nature.

"I have put complaints already. I would like to see the postal service changing," said Guzman.