USCIS National Customer Service Center

[Dumb/Dumber 61]

Get better. Your not much good sick. You have NOT Been Told No.

I am trying. I am just so frustrated that no one can answer a simple question at USCIS. Doesn't look like we are getting any answers here either.

I am not the only one stressed out that waits this long. Stress can kill ya!!!

[OnMyWayID 1,489]

I am trying. I am just so frustrated that no one can answer a simple question at USCIS. Doesn't look like we are getting any answers here either.

I am not the only one stressed out that waits this long. Stress can kill ya!!!

The answer from the CSR is talk to tier 2. Have you tried that?

[Dumb/Dumber 61]

The answer from the CSR is talk to tier 2. Have you tried that?

No, How do I get them to let me talk to a tier 2? I have been told that will not acknowledge any of my inquiries until 180 days from my service request.

Thank you.

[quartercloud 5]

You are probably right but then the answers have been about what was expected: They can't make any changes, they don't have any better access to the information that is already on the USCIS site (information which may or may not be accurate) and they can't clarify specific questions on documentation or policy.

What they can do: Tell you what the website already says and direct you to a tier 2 person.

So it's a useless position. A voice message could provide the same information.

[OnMyWayID 1,489]

No, How do I get them to let me talk to a tier 2? I have been told that will not acknowledge any of my inquiries until 180 days from my service request.

Thank you.

I had to push a little bit to get through to a tier-2 person. I told them I knew of two recent incidents where the information on the USCIS web site was not accurate and that I would like to speak to a tier-2 person. After saying a few times she gave up, sighed, and sent me through.

[OnMyWayID 1,489]

So it's a useless position. A voice message could provide the same information.

Well... yeah... Basically a filter for the tier-2 people to keep the call volume down.. The kind of thing they use to just outsource to some other country and they would tell you "I'm terribly terribly terribly unable to help you".

[Krikit 1,164]

Two members who continue to derail the topic have been thread-banned.

[ann and aties 9]

Lesigh, the folks that are negative are just louder than those of us that aren't. Glad you are here, wish you could fix all of our problems and speed up the process, realize that of course you can't but thanks for the input you are able to give. These are unfortunately typical responses for an online open forum, but really, most people here are helpful and nice.

[Lesigh 3]

Lesigh, the folks that are negative are just louder than those of us that aren't. Glad you are here, wish you could fix all of our problems and speed up the process, realize that of course you can't but thanks for the input you are able to give. These are unfortunately typical responses for an online open forum, but really, most people here are helpful and nice.

Thanks for that. I'm no stranger to online forums (different interests, hobbies, etc.).

I'm completely aware of exactly how pointless my "position" is when it comes to answering questions about specific cases over the phone. It's my personal opinion (which of course doesn't matter and has no bearing on anything) that case specific questions should be immediately directed to a Tier 2 rep. More would be accomplished that way. But that's not how things work. Because of this, it not only causes stress to our callers because they can't find out the information they want / need about their case - but also causes stress to us, as CSRs. There's a strong desire to really help at Tier 1, but no means by which to do so.

It's very frustrating on both sides of the phone line.

I'll continue to answer any general questions you wish to ask about the customer service aspect of Tier 1. Please do not ask advice about immigration. I am a Customer Service Representative, not an Immigration Officer.

[elya 17]

Hi Lesigh, thanks for your insights.

Our paralegal stated that when they called USCIS they were told a specific week when we could expect to hear something back (within 3 weeks of the call). I've never heard of USCIS telling anyone "you should hear something the X week of X month." Even a tier 2. So my question is

1) could someone possibly really have said that to them??

2) if they actually said it, does that actually mean anything?

[Lesigh 3]

Hi Lesigh, thanks for your insights.

Our paralegal stated that when they called USCIS they were told a specific week when we could expect to hear something back (within 3 weeks of the call). I've never heard of USCIS telling anyone "you should hear something the X week of X month." Even a tier 2. So my question is

1) could someone possibly really have said that to them??

2) if they actually said it, does that actually mean anything?

Hi there. Any legal representative with a signed G-28 on file for the case they're calling in reference to is automatically transferred to Tier 2 (so they can actually see IF the G-28's on file).

With that being said, it's untelling what Tier 2 says to them.

[elya 17]

Hi there. Any legal representative with a signed G-28 on file for the case they're calling in reference to is automatically transferred to Tier 2 (so they can actually see IF the G-28's on file).

wow good to know! thanks!

[monil622 1]

tell them to spped up the process or lower the cost of the fee that would be appreiate

[Lesigh 3]

The USCIS director has implemented a way for customers to give their input on ways to improve customer service.

http://www.uscis.gov/portal/site/uscis/menuitem.5af9bb95919f35e66f614176543f6d1a/?vgnextoid=2ca525d4c21e0310VgnVCM100000082ca60aRCRD&vgnextchannel=60a67e8cba5d8210VgnVCM100000082ca60aRCRD

I love this.

[dragonlover 6]

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???

I agree on this comment 100%!

When you post yourself here as the USCIS customer service you have to be ready and welcome all question and comments, weather it is good or you may find it irritating. Blocking users from your thread shows your bad character as a customer service...If you cant stand post something like this, don't flaunt yourself here as the "customer service" cos apparently you dont know the real essence of being a customer service!