RUDE USCIS agent

[Kevzil 2]

I just called USCIS hotline todaya nd talked to a rude agent! I was even nice and sounded friendly and after I told him about my concer he said, " Ok, Are you done Ma'am?" That really pissed me off. He sounded like he was half asleep half awake. Seriously and his voice sounded like no conceren at all. The coldest Costumer rep. I talked over the phone! Ever! then he said," If you have other concern about your case do hesitate to call us and we will be glad to help you!" I really wanted to say YOU DON"T SOUND LIKE! oh well, was not being mean so I just said Thanks and hang up! I feel sorry for all of us who expereinced RUDE agents. They really don't ave any idea how hard it is for us just to be with our loved ones! Anyway, Merry Christmas to all!

[TeapotGirl 66]

They are actually call center reps and not necessarily work directly to USCIS. Haven't talked to a rude agent but I was cut off the line a lot of times. I am not sure if it's my phone but I don't think so. They are the only line a I call that I get cut off at. I don't think I am rude either.

Edited December 16, 2011 by TeapotGirl

[Kevzil 2]

They are actually call center reps and not necessarily work directly to USCIS. Haven't talked to a rude agent but I was cut off the line a lot of times. I am not sure if it's my phone but I don't think so. They are the only line a I call that I get cut off at. I don't think I am rude either.

I actually didn't blame them about the answers cuz I do know that they are not the people handling our cases but at least they can give us a little inpput about it or at least being pleasant to people you know. When I gave him my case number I said 88 and when he clarified it he said 68 then i corrected him and he didn't admit it that he said 68 he was like, " I don't know what you hear Ma'am but I did say 88." I wasn't deaf . I don't know it was really unpleasant! thanks thou

[sunandmoon 450]

I actually didn't blame them about the answers cuz I do know that they are not the people handling our cases but at least they can give us a little inpput about it or at least being pleasant to people you know. When I gave him my case number I said 88 and when he clarified it he said 68 then i corrected him and he didn't admit it that he said 68 he was like, " I don't know what you hear Ma'am but I did say 88." I wasn't deaf . I don't know it was really unpleasant! thanks thou

a tier 1 csr can give very limited information...

Tier 1 Customer Service Representatives (CSRs):

Can

•Relay basic immigration information to customers through scripts provided by USCIS

•Answer questions about USCIS forms

•Transfer calls to Tier 2 in certain circumstances

Cannot

•Answer specific questions about a case with the exception of information available through Case Status Online

•Transfer calls to local offices or service centers where cases are pending

•Provide legal advice

http://www.dhs.gov/files/publications/gc_1305658440339.shtm

as far as the rudeness goes, I've also experienced it with an ISO at the NCSC.

[Kevzil 2]

a tier 1 csr can give very limited information...

Tier 1 Customer Service Representatives (CSRs):

Can

•Relay basic immigration information to customers through scripts provided by USCIS

•Answer questions about USCIS forms

•Transfer calls to Tier 2 in certain circumstances

Cannot

•Answer specific questions about a case with the exception of information available through Case Status Online

•Transfer calls to local offices or service centers where cases are pending

•Provide legal advice

http://www.dhs.gov/files/publications/gc_1305658440339.shtm

as far as the rudeness goes, I've also experienced it with an ISO at the NCSC.

Thank you and I appreciate your input! I am already aware about their limitations . I just don't like the rudeness part. Thanks and Merry Christmas

[Darnell 8,479]

I dunno, when I hit that same level of rudeness on the phone, I start asking about where they buy their underbritches.

It's a strange question, to be certain, but I use it , to gauge if they're really listening to me.

Once I can tell they ARE actually listening, I ask them - 'Great - Now that I can tell that you are actually here, and present in this conversation - here's the question'....

and them give the question.

It's fun, to help a CSR refocus, always.

[Kevzil 2]

I dunno, when I hit that same level of rudeness on the phone, I start asking about where they buy their underbritches.

It's a strange question, to be certain, but I use it , to gauge if they're really listening to me.

Once I can tell they ARE actually listening, I ask them - 'Great - Now that I can tell that you are actually here, and present in this conversation - here's the question'....

and them give the question.

It's fun, to help a CSR refocus, always.

I agree with you and I like your way . It's just that I wasn't expecting to be treated that way. It's all good.

[az110965 252]

I just called USCIS hotline todaya nd talked to a rude agent! I was even nice and sounded friendly and after I told him about my concer he said, " Ok, Are you done Ma'am?" That really pissed me off. He sounded like he was half asleep half awake. Seriously and his voice sounded like no conceren at all. The coldest Costumer rep. I talked over the phone! Ever! then he said," If you have other concern about your case do hesitate to call us and we will be glad to help you!" I really wanted to say YOU DON"T SOUND LIKE! oh well, was not being mean so I just said Thanks and hang up! I feel sorry for all of us who expereinced RUDE agents. They really don't ave any idea how hard it is for us just to be with our loved ones! Anyway, Merry Christmas to all!

Here is where you went wrong... You were under the mistaken impression that you were calling an agency that cared about customer service or respected it's customers.

[maning 36]

Always ask for their name, if they don't give it to you and make sure you jot down their ID number if they give one. It all depends on the call agent who answered your call, majority of the time I had pretty good experiences with call agents... some can come off as brash, but I give them the benefit of the doubt because they have to deal with a lot of angry, frustrated people every day who sometimes don't understand the rules, laws, language, etc. I had one agent give me the wrong information and when I corrected her, she actually got a little snippy with me. I just hanged up on her, called again and got a better agent on the phone.

[Gary and Alla 3,694]

I just called USCIS hotline todaya nd talked to a rude agent! I was even nice and sounded friendly and after I told him about my concer he said, " Ok, Are you done Ma'am?" That really pissed me off. He sounded like he was half asleep half awake. Seriously and his voice sounded like no conceren at all. The coldest Costumer rep. I talked over the phone! Ever! then he said," If you have other concern about your case do hesitate to call us and we will be glad to help you!" I really wanted to say YOU DON"T SOUND LIKE! oh well, was not being mean so I just said Thanks and hang up! I feel sorry for all of us who expereinced RUDE agents. They really don't ave any idea how hard it is for us just to be with our loved ones! Anyway, Merry Christmas to all!

Stop calling. They are call center operators not USCIS agents and they have no information other than what is in a 14 answer menu. You are wasting your time. USCIS does not do business by phone.

Continuing to cll will just incrase your frustration. This is not UPS or Fedex, they do not care, they do not have to, you have no other option. Them's the facts

[az110965 252]

Stop calling. They are call center operators not USCIS agents and they have no information other than what is in a 14 answer menu. You are wasting your time. USCIS does not do business by phone.

Continuing to cll will just incrase your frustration. This is not UPS or Fedex, they do not care, they do not have to, you have no other option. Them's the facts

True that. It's my belief that any agency using acronyms for their name (ie: USCIS, IRS, CIA, etc...) could care less about how you feel about them. They will not change their attitude because they don't have to. There is no competition for them. The only instance I can recall of a government entity caring about it's clients is the USPS - and the only reason they now care is because fed-ex and UPS have forced them to at least appear to care.

Just an example that privatization is better than government run. USPS will be out of business within the next 10 years because other agencies do what they do, except - better.

It's a pretty sad commentary that USCIS doesn't care but it's accurate. Yea - our tax dollars at work for us!!!

[AmberOctober 25]

This is why I never call any customer service. Only emails and letters. And if you need to proof anything, your messages will be right there to print.

[RICARDO4EVA2 195]

Stay focus on your case rather than the service the agency is giving you. Some people call them screaming .. they have a wall set up and so sometimes sound so cold.

[az110965 252]

Stay focus on your case rather than the service the agency is giving you. Some people call them screaming .. they have a wall set up and so sometimes sound so cold.

That's just the point. There is NO service. Really, there is no point to the USCIS having customer service reps. They have no information to give you, have no access to your casefile and simply read from a script. You'd be better off buying one of those old "magic 8 balls". Remember them? You ask it a question and the answer appears in the window...

[newlyweds2010 208]

I sincerely do not understand why people keep calling the 1-800 number:

1. they either need to just wait until their documents are processed, and the customer care can't do anything, or

2. they have a major problem in their application, and the customer care can't do anything.

Either way, it's a huge waste of time.

Edited December 17, 2011 by newlyweds2010