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AndyH

Can not log in to CEAC website, message "The selected Case Number and Invoice Identification Number combination you entered does not match our records. Please try again or contact the National Visa Center for further assistance."

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Their response to me when I asked for the new code was that I should just wait and try again. No timeline was provided.

I can only speculate as why they don't give a definitive timeline or try to remedy the situation as soon as possible, but one of the reasons could be that because they can! They're the government, they can do whatever they want, or at least that seems to be what they believe as the result of their actions so far. I don't fault the call center people for this, their job is to communicate to the technical team that there is some issue (based on the reports they're receiving), the technical team clearly knows the issue but they haven't taken any visible action to resolve the issue. They have more than enough sample test cases to start investigating the issue. 

 

People's life, the very people who are trying to do things right and follow the legal process are being put on hold, causing unnecessary hardship and distractions without providing any alternative venues to remedy the situation. Some of us have waited years to get to this step, and now we're just being told in essence that this is what it is. 

 

This is the United States of America, is this system even worthy of Department of State of the most powerful, technologically advanced country on the face of the earth? This system is clearly not scalable and antiquated, and causing issues from time to time. They have to do better and be more responsive to the people who are just wondering what is really happening. 

 

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Filed: IR-1/CR-1 Visa Country: Ghana
Timeline

I was able to finally get through after waiting 1 hour on hold. Basically given the same response - We are aware of the situation and we are trying to fix it. I told the rep it's been a week since I have been calling and still no fixes so I demand to to be issued a new case number. She said call reps don't have the power to issue new case numbers so I ask to talk to the supervisor. She tried to get hold of a supervisor but the person refused to help. Only saying I should continue to try and login at another time. Me pissed.:ranting:

 

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Okay so I just got a very, very informative and nice NVC operator and I am going to explain exactly what is going on to everyone here. Not the best news.... (not that it is that helpful, but here you go)

 

So from dates 02/20-02/25, CEAC in Washington DC failed to update their system.  Everyday, NVC sends CEAC in DC new case numbers and invoice numbers.  During the dates 2/20-2/25, CEAC did not update and yes he used the term.... everyone between dates 2/20-2/25 is stuck in a black hole. :( He said that CEAC started updating again after 2/25 and that people after this date should be fine.  He said that NVC has little part in this besides pinging CEAC repeatedly, which they are doing.  This error is the fault of CEAC in DC and unfortunately, you cannot speak to CEAC directly (I tried).  If anyone has any suggestions, please bring them forward! I am out of ideas. SOS!

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Filed: IR-1/CR-1 Visa Country: Jamaica
Timeline
2 hours ago, Gamboli said:

Their response to me when I asked for the new code was that I should just wait and try again. No timeline was provided.

I can only speculate as why they don't give a definitive timeline or try to remedy the situation as soon as possible, but one of the reasons could be that because they can! They're the government, they can do whatever they want, or at least that seems to be what they believe as the result of their actions so far. I don't fault the call center people for this, their job is to communicate to the technical team that there is some issue (based on the reports they're receiving), the technical team clearly knows the issue but they haven't taken any visible action to resolve the issue. They have more than enough sample test cases to start investigating the issue. 

 

People's life, the very people who are trying to do things right and follow the legal process are being put on hold, causing unnecessary hardship and distractions without providing any alternative venues to remedy the situation. Some of us have waited years to get to this step, and now we're just being told in essence that this is what it is. 

 

This is the United States of America, is this system even worthy of Department of State of the most powerful, technologically advanced country on the face of the earth? This system is clearly not scalable and antiquated, and causing issues from time to time. They have to do better and be more responsive to the people who are just wondering what is really happening. 

 

I called and spoke to a supervisor as well. She let me know that it is not NVC that runs CEAC, but the department of State. I called the IT department but he was not willing to transfer me to the department that deals with CEAC, his department only deals with internal State department employees IT problems. He put me on hold and reached out to the department that hands the CEAC website. I believe it is a third party vendor and not State Department Employees that operate the CEAC website. I am very frustrated at this point and hope it can be resolved shortly, if not resolved then offer an alternative like mailing in payments and documents. This option has not been given to us yet. In 2015 they were given the option to mail in payments. I was told no paper version of the DS-260 exist after they went online. 🤦🏽‍♀️💆🏽‍♀️🙏🏽😇

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6 minutes ago, KJ2 said:

Okay so I just got a very, very informative and nice NVC operator and I am going to explain exactly what is going on to everyone here. Not the best news.... (not that it is that helpful, but here you go)

 

So from dates 02/20-02/25, CEAC in Washington DC failed to update their system.  Everyday, NVC sends CEAC in DC new case numbers and invoice numbers.  During the dates 2/20-2/25, CEAC did not update and yes he used the term.... everyone between dates 2/20-2/25 is stuck in a black hole. :( He said that CEAC started updating again after 2/25 and that people after this date should be fine.  He said that NVC has little part in this besides pinging CEAC repeatedly, which they are doing.  This error is the fault of CEAC in DC and unfortunately, you cannot speak to CEAC directly (I tried).  If anyone has any suggestions, please bring them forward! I am out of ideas. SOS!

I know people that have got their case on 21st but they still managed to login tho. It seems to be sporadic. Or it could be before they dropped the ball.  

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Filed: IR-5 Country: India
Timeline
2 hours ago, KJ2 said:

I will once I can finally get through. So far it's just saying busy when I call.

you have hang up and keep trying, I had to try 7 times in 30 seconds before it connects but because of Monday its so busy I had to wait 50 minutes and no luck talking to anyone yet.

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I was also told on my call that they cannot just issue us new working numbers because it will not allow us to.  He described it as a check bouncing back if there is already a pending payment or something of that nature.

 

As far as mailing, I also asked that, he said that in 2015 he is aware of the issues and that NVC is doing everything they can to try to open up other options for payment but this is based on your embassy.  This is where congressmen would come in handy.

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Filed: IR-1/CR-1 Visa Country: Jamaica
Timeline
8 minutes ago, KJ2 said:

Okay so I just got a very, very informative and nice NVC operator and I am going to explain exactly what is going on to everyone here. Not the best news.... (not that it is that helpful, but here you go)

 

So from dates 02/20-02/25, CEAC in Washington DC failed to update their system.  Everyday, NVC sends CEAC in DC new case numbers and invoice numbers.  During the dates 2/20-2/25, CEAC did not update and yes he used the term.... everyone between dates 2/20-2/25 is stuck in a black hole. :( He said that CEAC started updating again after 2/25 and that people after this date should be fine.  He said that NVC has little part in this besides pinging CEAC repeatedly, which they are doing.  This error is the fault of CEAC in DC and unfortunately, you cannot speak to CEAC directly (I tried).  If anyone has any suggestions, please bring them forward! I am out of ideas. SOS!

Why can’t they fix the issues or issue new Invoice numbers? They updated the system, so what’s the problem now? 

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Filed: IR-1/CR-1 Visa Country: Jamaica
Timeline
2 minutes ago, Gamboli said:

I know people that have got their case on 21st but they still managed to login tho. It seems to be sporadic. Or it could be before they dropped the ball.  

I got mine on the 21st and can’t login and others I know can’t login with that same date. 

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2 minutes ago, SM&RM said:

Why can’t they fix the issues or issue new Invoice numbers? They updated the system, so what’s the problem now? 

He described issuing new numbers as trying to repeatedly pay with the same check.. it'll bounce back because our cases already have numbers assigned.  I didn't fully get the comparison since this is not a bank 🤣, but that's what he said.

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Filed: IR-1/CR-1 Visa Country: Jamaica
Timeline
2 minutes ago, KJ2 said:

I was also told on my call that they cannot just issue us new working numbers because it will not allow us to.  He described it as a check bouncing back if there is already a pending payment or something of that nature.

 

As far as mailing, I also asked that, he said that in 2015 he is aware of the issues and that NVC is doing everything they can to try to open up other options for payment but this is based on your embassy.  This is where congressmen would come in handy.

I was told that it was up to my Embassy on how they wanted to address this IT issue. It is up to them to accept a paper version of the DS-260. It seems as if NVC has not communicated the IT issue to the different Embassy’s. They should send out a mass email letting them know, so they can determine how to proceed. 

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Filed: IR-1/CR-1 Visa Country: Jamaica
Timeline
2 minutes ago, KJ2 said:

He described issuing new numbers as trying to repeatedly pay with the same check.. it'll bounce back because our cases already have numbers assigned.  I didn't fully get the comparison since this is not a bank 🤣, but that's what he said.

SMH, then fix this system so our numbers are recognized. It shouldn’t be that damn hard they dealt with the same issue in 2015. 

6 minutes ago, Gamboli said:

I got an NVC inquiry response back after 12 days and its basically a very generic response telling me to "try again later". 

Me too. It was not helpful at all. It just said they are aware of the issue and are working to fix it. 

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3 minutes ago, SM&RM said:

I was told that it was up to my Embassy on how they wanted to address this IT issue. It is up to them to accept a paper version of the DS-260. It seems as if NVC has not communicated the IT issue to the different Embassy’s. They should send out a mass email letting them know, so they can determine how to proceed. 

Yes he said the same to me.  It is up to your embassy.  This is where congress may come in handy in contacting NVC/ CEAC/ the embassies.

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