USCIS National Customer Service Center

[Loricap2 0]

Is there any way by calling USCIS that you can actually get someone to do something proactive on a file? Such as after an expedite request has been filed for emergent circumstances, is there anyway to get someone to pick up a phone and find out why background checks are not completed after five months? Or will USCIS always just sit and wait to receive results?

[Lesigh 3]

so what question actually can be asked here concerning our petitions/applications that can have an answer? if all the info available to a customer service is the same info we can access thru online status check so whats the use of CSR and whats the use of this thread?

I have given up calling customer service, theyre kind of useless, they give you all different answers every time. one says call us after 10, the next will say standard is after 30 days. UPS/FEDEX says its delivered and signed by this person yet no one from USCIS can tell if they have the package or not so why bother calling when all you hear from them after a long wait to get connected is all nonsense useless answer???

The purpose if this thread is to lay out exactly what customer service is and what is in our capacity to do.

Quite frankly, if you have internet access it is utterly pointless to call customer service to "check on the status of your case." For very specific information that can not be seen using case status online, the two options available are to 1.) make an infopass appointment to speak with an IIO or 2.) write to the office processing the case.

The intended purpose of customer service is to offer general (not specific in any way) information related to immigration matters. In essence, it's an education line. I do understand that oftentimes different answers are provided for the same question time and time again. USCIS frequently changes the information in our database and thus, the answer to a question may change. Or the CSR providing the information may have been misinformed and unknowingly providing information that is incorrect.

[Max1gk 68]

Hello,

many here I'm sure would agree with this: why USCIS dooesn't create a load balancing system where petitions are routed toward the least busy service center in order to keep the timelines more equal for everyone,instead of having people approved in 2 months in California and others in 5 in Vermont? Thank you

[Used to be broken 147]

The purpose if this thread is to lay out exactly what customer service is and what is in our capacity to do.

Quite frankly, if you have internet access it is utterly pointless to call customer service to "check on the status of your case." For very specific information that can not be seen using case status online, the two options available are to 1.) make an infopass appointment to speak with an IIO or 2.) write to the office processing the case.

The intended purpose of customer service is to offer general (not specific in any way) information related to immigration matters. In essence, it's an education line. I do understand that oftentimes different answers are provided for the same question time and time again. USCIS frequently changes the information in our database and thus, the answer to a question may change. Or the CSR providing the information may have been misinformed and unknowingly providing information that is incorrect.

THANK YOU , for confirming what I have always known to be true.

On to Congressional inquiries:

Does or can a Congressman or Senator get any more information on a case than the petitioner or applicant than can be obtained online?

Do you think it really "speeds things up"?

On K1 cases there is a popular myth prevalent on this board that 5-6 months is "outside normal processing times". What is "normal processing times"? Is it a fixed number of months that remains static, or does it increase or decrease with USCIS case volume?

Thanks

[OnMyWayID 1,489]

Hi Lesigh,

I have a few questions based on some of my issues when going through the USCIS. There were a few times I had potential issues and called the CSR. The times I did call I did not get the answers (or solutions) I was looking for so I hope you can clarify what exactly the CSR is able to do..

Specific questions:

Are CSRs able to help with clarifying policy used for document requirements? My specific example is the divorce certificate. In my case when filing an I-130 I supplied a divorce certificate issued by my state. I later read that people received RFEs for supplying this document instead of a divorce decree. I've also read of divorce decrees not being accepted because there is a secondary signature required... I tried calling a CSR to see if I could update my I-130. I was told I could not until I received the RFE,. I was also not given any guidelines as to the requirements. The official guideline is "provide proof of termination of previous marriages". Where can we look to get the exact requirements for some of the USCIS documents if not the CSR?

I recently received my NOA2. I called the CSR who was emphatic that I had not received my NOA2. The CSR reluctantly sent me to a tier 2 representative who told me I was approved days before. I now have received a hard copy. The USCIS website still shows my petition as under review and when I called a CSR on Friday (I was curious) I was told it was still not approved even though I had the hard copy in my hand... SO the question: Are the CSRs (and the USCIS in general) aware that the information they are giving out is sometimes not accurate? Are there any plans to fix this? DO you know why the CSRs have access to different information that the Tier 2 reps? It seems that read only access to the up-to-date database would be desirable. Any information you have on this issue would be appreciated.

Thanks for taking the time to answer questions.

Edited June 26, 2011 by OnMyWayID

[Zharren Young 32]

The purpose if this thread is to lay out exactly what customer service is and what is in our capacity to do.

Quite frankly, if you have internet access it is utterly pointless to call customer service to "check on the status of your case." For very specific information that can not be seen using case status online, the two options available are to 1.) make an infopass appointment to speak with an IIO or 2.) write to the office processing the case.

The intended purpose of customer service is to offer general (not specific in any way) information related to immigration matters. In essence, it's an education line. I do understand that oftentimes different answers are provided for the same question time and time again. USCIS frequently changes the information in our database and thus, the answer to a question may change. Or the CSR providing the information may have been misinformed and unknowingly providing information that is incorrect.

[Tim/Mav 305]

Hello,I work for the USCIS customer service center. I've created this topic to answer any questions you may have about what to expect when calling customer service. I can provide information about what kinds of services we (myself and other service reps) can and cannot provide. I will answer each of your questions with the utmost honesty (as I'm not restricted by company policies on this website). So please, feel free to ask anything you would like. I will answer to the best of my ability.

Is the World Flat or Round ?

Please wait 180 days for a response. LOL ! Kidding.

[Darnell 8,478]

Hey - Welcome Aboard !

It's nice to have such interaction with a Serco Contractor at USCIS - historically most at VJ have pegged the USCIS hotline, with CSRs answering the phone, as the 'mis-information line', as the Tier 1 humans can't see more than what's already available online, re: case status, it's obvious after the 3rd call that any CSR is reading from a script, and usually 'the answer' includes 'call back in 30 days'.

Tier 2 Humans, ISOs, have higher computer access, so it's possible to get other timeticks on a casefile when some problems arise. Many people report here that it's almost impossible to get to a Tier 2 Human, an ISO.

You've mentioned a time zone issue with ISOs (you call them IIOs) so here's my two part question:

1. what timezone are the ISOs in, or whats the best time to call in to get an ISO?

2. What is the magic question to use, to get to an ISO, instead of being sidetracked with 'call back in 30 days' response?

Thanks in advance !

[R&R forever 0]

Hello,

last weak we got RFE and it was so simple so we answered it and returned it back via an overnight mail, but we discovered later that its lost so the uscis didn't receive it yet.. I'm just wondering if I can send the RFE copy instead of the original in case they didn't find it.

Thanks.

- Rihab

[Adil & Jeanne 296]

USCIS gave you the authority to do this? I am sure they believe their own web site provides all answers and that is why they created it. I just wonder if creating this and telling us you represent USCIS is against a confidentaility agreement you signed when you got hired. This really is very consering. I am happy someone wants to help here but I think USCIS should do it not some individual. We have no idea who you really are and there is no way to verify it. Even the USCIS number we call can not give us the answers we need. What if someone asks you a question and you give wrong answer, then who is responsible? What if someone holds you responsible for an error? There are attorneys here that offer services and are able to really give help over and beyond the general questions. they have studied for over 8 years to qualify them. Please please do not say you have more knowledge than them.

Hello,I work for the USCIS customer service center. I've created this topic to answer any questions you may have about what to expect when calling customer service. I can provide information about what kinds of services we (myself and other service reps) can and cannot provide. I will answer each of your questions with the utmost honesty (as I'm not restricted by company policies on this website). So please, feel free to ask anything you would like. I will answer to the best of my ability.

[Tim/Mav 305]

USCIS gave you the authority to do this? I am sure they believe their own web site provides all answers and that is why they created it. I just wonder if creating this and telling us you represent USCIS is against a confidentaility agreement you signed when you got hired. This really is very consering. I am happy someone wants to help here but I think USCIS should do it not some individual. We have no idea who you really are and there is no way to verify it. Even the USCIS number we call can not give us the answers we need. What if someone asks you a question and you give wrong answer, then who is responsible? What if someone holds you responsible for an error? There are attorneys here that offer services and are able to really give help over and beyond the general questions. they have studied for over 8 years to qualify them. Please please do not say you have more knowledge than them.

I agree and see it as Conflict of Interest with your position (If there really is one)

I myself, never believed the Very First Post. Thats a Fact "Jack"

[Zharren Young 32]

USCIS gave you the authority to do this? I am sure they believe their own web site provides all answers and that is why they created it. I just wonder if creating this and telling us you represent USCIS is against a confidentaility agreement you signed when you got hired. This really is very consering. I am happy someone wants to help here but I think USCIS should do it not some individual. We have no idea who you really are and there is no way to verify it. Even the USCIS number we call can not give us the answers we need. What if someone asks you a question and you give wrong answer, then who is responsible? What if someone holds you responsible for an error? There are attorneys here that offer services and are able to really give help over and beyond the general questions. they have studied for over 8 years to qualify them. Please please do not say you have more knowledge than them.

[Tim/Mav 305]

Hello,

last weak we got RFE and it was so simple so we answered it and returned it back via an overnight mail, but we discovered later that its lost so the uscis didn't receive it yet.. I'm just wondering if I can send the RFE copy instead of the original in case they didn't find it.

Thanks.

- Rihab

Rihab: Whatever your RFE was for and you presume lost in the Mail. I think a copy of that would be OK. A RFE could be several things. Documents from your Courthouse, etc. (If that be the case: Originals with a Seal and Signed by the Clerk) Send a Copy of the NOA1 As Well.

As many, I have my doubts about this Member. And Remember, if it is in Fact a Customer Service Representitive it is not still an Immigration Officer.

So if I missed something to help Rihab please enter your thoughts. Tim

[R&R forever 0]

Rihab: Whatever your RFE was for and you presume lost in the Mail. I think a copy of that would be OK. A RFE could be several things. Documents from your Courthouse, etc. (If that be the case: Originals with a Seal and Signed by the Clerk) Send a Copy of the NOA1 As Well.

As many, I have my doubts about this Member. And Remember, if it is in Fact a Customer Service Representitive it is not still an Immigration Officer.

So if I missed something to help Rihab please enter your thoughts. Tim

Thanks alot apprciated, I think I'll couple days and see if they can found it and send it back, since the promised to do their best and bla bla bla.. But if not I'll send back the rfe copy.

Thx again and goodluck on your journey !!

p.s Me too I dnt trust this guy at all :S

[Kathryn41 3,205]

USCIS gave you the authority to do this? I am sure they believe their own web site provides all answers and that is why they created it. I just wonder if creating this and telling us you represent USCIS is against a confidentaility agreement you signed when you got hired. This really is very consering. I am happy someone wants to help here but I think USCIS should do it not some individual. We have no idea who you really are and there is no way to verify it. Even the USCIS number we call can not give us the answers we need. What if someone asks you a question and you give wrong answer, then who is responsible? What if someone holds you responsible for an error? There are attorneys here that offer services and are able to really give help over and beyond the general questions. they have studied for over 8 years to qualify them. Please please do not say you have more knowledge than them.

May I remind everyone that this is addressed by the Terms of Service for Visa Journey? Specifically

You agree that you must evaluate, and bear all risks associated with, the use of any Content, including any reliance on the accuracy, completeness, or usefulness of such Content.

http://www.visajourn...m/content/terms

This applies to every single post made by every single poster, including here.

Lesigh has stated she works as a contractor for the USCIS number you can call that can't give you the answers you need - to paraphrase from the concern above. She is one of those people who answers the phone. She is trying to give us an idea of what she can and cannot do as there is a lot of misunderstanding about the function of the Call Center/Information Line.

No one here can hold her responsible for any mis-information she inadvertently 'may' post just like no one can hold any other poster on VJ responsible for any mis-information or misunderstood information because each and every one of us is supposed to verify that for ourselves and we assume all of the risks on ourselves for acting upon any of the advice or information given here. This is a very important thing to remember. There is no client relationship formed between any members - and this site was set up for each of us to share our experiences and knowledge going through the immigration process. Lesigh is sharing her experience as a Call Center employee - just like another member who worked as an adjudicator at USCIS shared his expertise and information and just like another member who works for the US Border Services shared his expertise and experiences. They can provide us with information but we still have to behave responsibly with that information.

For a further note, the attorneys who are members of this site are also not allowed to use this site to solicit for clients and offer their information based upon their experience and expertise. We have no further way of verifying that they too are 'experienced' enough or knowledgeable enough for us to base our total reliance on their information. We assume that they are knowledgeable but they are not accountable to anyone here - the same as we assume Lesigh is knowledgeable in her area of expertise and experience - and is also not accountable to anyone here. Each of us has to remember that we assume full liability for any of our actions based upon information provided on Visa Journey.

So, with that caveat that is clearly spelled out in the Terms of Service, I appreciate Lesigh's offer to share of her expertise and experience. It may not be in an area that many of our members will appreciate because it won't provide you with the information that you want - but it will provide all of us with a better understanding of how the 'behind the scenes' processes work at USCIS.

So, to re-iterate - Lesigh is a first level contact individual - a paid contractor who is not an immigration officer and has never stated that she is. She is here to share the experiences and knowledge she has from working at the USCIS call center and to clear up some of the misconceptions we have - and which have not been addressed by USCIS in any way shape or form - about what she can and cannot do. She has never said she will offer immigration advice or information so please do not accuse her of doing so. She is addressing 'process' only, and not 'content'.

Edited June 26, 2011 by Kathryn41