NVC rejected mother's Venezuelan passport extension page

[Ricardo_C 4]

Hi, all

 

I'm having some issues with my mom's IV documents. She's a Venezuelan citizen living in Colombia. I'm contacting the NVC tomorrow, but I thought I'd check to see whether anyone's had similar issues:
 

1. Her passport bio page was rejected as expired, even though its extension (prorroga) expired in January 2020, which means the current  extension covers it. The NVC's own instruction on prorrogas seem to concur: 

"Effective, June 7, 2019, Venezuelan passport validity was extended an additional five years  past the date of expiration printed in the passport. Venezuelan passport holders who have already received an extension or “prórogga” will have the validity period extended by five years from the end date of the extension. NVC will accept all Venezuelan passports, valid or expired, so long as it is still considered valid after adding five years to the printed expiration date."

I'm confused as to why her bio page was rejected, but hopefully a call will be enough to fix the issue.

 

2. My mom's a widow, never remarried. When I uploaded her bio page, there was only one section for a passport bio page. Now, the document I uploaded shows under "PASSPORT BIOGRAPHIC PAGE (1st MARRIAGE)" with a separate section for "PASSPORT BIOGRAPHIC PAGE". Since she's never remarried, I think the existing document would be valid, but I want to clear up the rejection first.

3. The rejection note starts with "PLEASE DISREGARD", but the document is clearly marked as rejected. Has anyone had this happen?

 

4. My dad's death certificate and mom's Colombian police records are both marked as accepted, yet both feature notes asking that they be replaced with "acceptable" documents. I know both documents are correct, per the NVC's checklist. Has this happened to anyone else?

 

Thanks in advance for any advice!