Mail being held by “customer request”

Hey everyone! I’m at a home where the mail lady stated new homes need to have a mailbox on the curb and that she cannot deliver mail if it isn’t. The mailbox is at the door instead. The home owner didn’t do so and now the mail is being held at the post office by “customer’s request” but it wasn’t requested ever. We haven’t gotten mail for weeks.

Is this truly a requirement? Or did the mail lady do this out of spite? I don’t want to assume anything bad, but it’s pretty weird that it says we requested mail be held at the post office when we didn’t.