Canada Post LOST my K1 & K2 passports and visas!

[CarrollAm 108]

I had my interview on March 13th. 
On March 18th, I received notification that our visas had been issued and received the tracking number from Canada Post. 
The guaranteed delivery date was March 21st. 
BUT the last place my package was scanned was about an hour away from the final destination on March 20th. There has been NOTHING since then. 
I have called Canada Post numerous times, asking how a package with such sensitive documents can just vanish without a trace, less than an hour away from my house. 
They won't help me any longer because I am the sender, and they said that the Consulate has to contact them to file a service ticket. I have sent off 4 emails to the consulate with hopes something can be done in a timely manor. I have also tried calling every phone number I can find, with no luck with speaking to an actual human. 

This is an absolute nightmare! 

I have written the following letter and have forwarded it to my MLA, the federal government, and various media sources. It is completely unacceptable for documents of this sensitivity to just disappear. 

 

Quote

 

To Whom it May Concern, 
 

Re: Canada Post
    Ticket Number: xxxxxxxx
     Tracking Number: xxxxxxxxxx

I have a package I am to receive that was put in the mail via Xpress Post by the US Consulate General in Montreal, QC on March 18, 2019 (xxx, BC is the final destination), with a delivery standard date of March 21, 2019. 

It is now March 28, 2019 my package is still “in transit” with no location, and the last update was March 20, 2019 saying it had been processed in xxxx, BC.

On March 25th, I called Canada Post and spoke to a representative who agreed it was "unusual we have not seen an update since then". They opened a service ticket for me,  even though I am the receiver and not the sender. 

On the morning of March 26th, I received a phone call from a Canada Post Case Agent, stating that they're requesting the local office do a manual check in case something happened to the barcode on the package and that's why it hasn't scanned since the 20th, and I am going to have to get the sender to submit another service ticket. 
On March 27th, I personally showed up to the package's final destination and spoke to them. They told me that there was no way it had left the xxxx, BC facility. It would have been scanned two more times before it arrived in xxx, BC. 
I had mentioned the barcode issue and he stated that that is an impossible excuse. If something had happened to the barcode, a new one would have been printed immediately.

I cannot contact the ombudsman, or do anything, in regards to my package because I am not the sender. I find that unfair. 

This is not just an online purchase that I am waiting to receive. This is literally my life and the life of my children, not to mention a potential significant security issue. 

In this package, are 4 Canadian passports, complete with US immigration visas, along with original documents regarding my immigration case. 
This package is an identity thief's dream come true. 

Canada Post's inability to properly service Canadians is the reason it is a failing system that does not have the support of the mailing public. 

One can not trust Canada Post to get a direly important package from point “A” to point “B” in the timely and open manner advertised by their website and customer service representatives.
Why offer a “delivery standard date” if it is not going to be honored?
Why offer to track the package when the tracker never gets updated?
Canada Post claims that Xpress Post is a signature required, secure and efficient shipping service with an on-time delivery guarantee.

There needs to be a thorough investigation done in regards to Canada Post's disgraceful performance, and options for the package recipients to file formal complaints. 

Canada Post needs to be held accountable for this morally repugnant lack of security with extremely sensitive documents! 

Sincerely, 
A. E. 

 

 

[RICARDO4EVA2 194]

 I'm sorry that this happened to you however, quit overworking yourself.  They will resolve it very soon with the service ticket they have created. Unfortunately even with the best of technology in place, things like this will happen. 

 

If it is indeed lost, unfortunately the process will be slowed down. You will be required to get a new passport so that the proper documents can be issued/tied to it.

[Cryssiekins 976]

I HATE Canada Post.  

 

Something similar happened to my KVisa packet back in 2016.  It was scanned in at Mississauga, and then never updated again.  

 

Mine did come, but it was in rough shape.  Legit boot prints on it, and ripped.  It was sent to a post office that was 40 minutes away from where it was supposed to go.  They had no excuse for the shape of the package, and it never did update to delivered.

 

They are horrendous.  When I was still living in Canada, they would deliver mail and packages to me that belonged to people across town.  It wasn’t like it was a similar house number or street name.  Just completely random.

 

Their “customer service” also leaves a lot to be desired.  They released personal information to a third party once, and I was furious, and got the most rude response ever, as if they had not broken a law.  

 

Stay on them, and hopefully your package will come soon. 

[USS_Voyager 1,971]

I hate them too. Is this Vancouver? For some reasons, I think they do a particularly bad job in that area. My brother lives in Coquitlam and seems like everything I send to him always has problems...

[CarrollAm 108]

1 minute ago, USS_Voyager said:

I hate them too. Is this Vancouver? For some reasons, I think they do a particularly bad job in that area. My brother lives in Coquitlam and seems like everything I send to him always has problems...

You nailed it! 

More specifically, the Richmond BC processing plant. 

 

This is the 2nd time they've mismanaged immigration related paperwork in as many weeks. 

 

Right before my interview they 'lost' my fiance's 2018 tax return and W2's for the affidavit of support.

He ended up having to get new copies of his W2's from HR at his work, then scan and email them to me the night before my interview. 

[Nonmart 5]

2 hours ago, EdmoAm said:

You nailed it! 

More specifically, the Richmond BC processing plant. 

 

This is the 2nd time they've mismanaged immigration related paperwork in as many weeks. 

 

Right before my interview they 'lost' my fiance's 2018 tax return and W2's for the affidavit of support.

He ended up having to get new copies of his W2's from HR at his work, then scan and email them to me the night before my interview. 

This is scary, I am from Winnipeg but it is still Canada Post that we have to rely on. I just got approved two days ago and will be expecting to receive my passport next week.. Hopefully!!

[Going through 5,668]

Canada Post is horrible.

 

 

Have you received any response from the Consulate?

[Ontarkie 13,898]

~~Moved to the Canada forum, from Bringing family - As the issue is with Canada post.~~

[CarrollAm 108]

14 hours ago, Going through said:

Canada Post is horrible.

 

 

Have you received any response from the Consulate?

I received this from the Consulate this morning 

[NikLR 13,220]

Better than no response i suppose. 

It was a great deal faster and more efficient with DHL.  

[CarrollAm 108]

A quick update: 
Still nothing from Canada Post. 
The Consulate has sent me the same generic email response (that I posted) 3 times now. I replied back this morning asking how long it typically is before I report the passports lost/stolen, and get new ones and new visas issued. They responded back to wait a few more days while they complete their searches. 

I have received letters back from the Prime Minister's office saying they are forwarding my letter to the appropriate minister, and my local MP contacted me asking me to fill out a consent form so they can inquire. 
This is still an absolute nightmare, and I am still baffled at how a registered package can just vanish once it enters the local sorting facility. 

The waiting continues... 

[Going through 5,668]

Good that you are keeping on top of this----I'm sure you'll get more concrete info soon.

 

As for  how it can happen---human error, basically.  Packages get lost/moved around/left to sit somewhere and collect dust.

Mistakes do happen (they just seem to happen quite frequently when it comes to CanadaPost 😕 )

[Blueyz48 28]

I just read this thread and I am a little terrified now...my fiance also lives in Richmond. We are still waiting for NOA2, but still looking ahead and trying to be prepared. It has been a few days since you posted any updates, I hope that you have received your package!!!

[CarrollAm 108]

7 minutes ago, Blueyz48 said:

I just read this thread and I am a little terrified now...my fiance also lives in Richmond. We are still waiting for NOA2, but still looking ahead and trying to be prepared. It has been a few days since you posted any updates, I hope that you have received your package!!!

Monday morning Canada Post said it's "lost" and they are going to write a letter saying so, and I should report it to Passport Canada. I decided (thankfully) to contact the Consulate before contacting Passport Canada. The Consulate very strictly told me to NOT do ANYTHING (about reporting it) until they give me instruction to do so. If I report it before the Consulate says, then I will have to start my visa application over and there will be no compensation. 

 

The wait continues. 

Edited April 10, 2019 by EdmoAm
Auto-correct error

[Blueyz48 28]

Wow!! I can't even imagine the stress you are going through. The whole K-1 process is unnerving enough, then to have this happen. I'm so sorry. I told my fiance when we first started our K-1 that I find many things odd about the way your government works, more frustrating possibly, such as processing times for things, or the ability to get your own personal records without jumping through many hoops and still waiting forever. Did the consulate give any indication as to how long you will have to wait?