Warrior2's post sums up the organisation perfectly. There seems to be a lack of initiative on the part of individuals at all levels.
Instead of just putting down the 'phone, questions should be asked within the setup - 'why is this person saying he/she sent us something via usps? I know - let me just 'phone the mail room...'. Maybe they did, but it doesn't sound like someone got back to him/her to say what they've done.
Little things like that show, whether true or not, the fee is justified - that they actually care. You cannot bleat the mantra of providing a service when it seems that you don't; perception is all.
That delay could have cost Warrior2 a job. Only he/she knows.