Disappointing USCIS customer service redux

Saturday, March 23rd, 2013

I recently posted about an ordeal I faced trying to correct a mispelled name on a client’s Form  I-751 receipt. Two pieces of news to report. First USCIS  announced it is changing the hours one can call the National Customer Service Center eliminating Saturday hours but lengthening weekday hours. Saturday hours were a bit misleading as attorneys could not call for clients on Saturdays, so, from an attorney perspective, good riddance. Hours are now 8 a.m. to 6 p.m. Monday through Friday in all time…

USCIS provides more contact options, but still disappoints in customer service

Tuesday, March 19th, 2013

  It used to be that if you had a problem with a case with USCIS, you had no real options other than wait and wait years and years. Talking to an information officer was nearly impossible, as lines wrapped around city blocks to talk to one. Then, USCIS instituted a system where customers made appointments to speak with an officer, Infopass. Lines dropped precipitously, either because people caught on that changes in the law in the 1990’s made getting…

USCIS: Too big to not fail?

Sunday, November 8th, 2009

USCIS has a difficult job. It adjudicates immigration benefits. What makes the job difficult? First, the volume and scope of work. America is a large country and there are a lot of foreigners seeking lots of things – temporary visas, permanent residence visas, citizenship, work permits, travel permits, humanitarian entry into the United States, asylum, protections against deportation based on harsh conditions abroad, and on and on. The variety of different laws pertaining to each of these different types of…

National Customer Service Center redux

Sunday, March 9th, 2008

I recently posted a description of the uselessness of the National Customer Service Center. I described my experiences with two cases, and I-212 and an N-565. After I received my unsatisfactory response regarding the N-565, I sought another avenue for satisfaction — the American Immigration Lawyers Association inquiry program. A week after I submitted the inquiry, I got a response from a noble AILA volunteer who helps run the program. The answer, forwarded to me from the Nebraska Service Center,…