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It Pays To Call
Hi all, I thought this might be helpful information for some of you waiting on communication from USCIS.
I'll detail out my process so far in case it's helpful. For the impatient, the TL;DR is: if you are waiting longer than reasonable (30+ days) for a letter or communication, call the customer service line and talk to someone. I was *this close* to missing my interview because the notice never arrived in the mail.
June 29, 2016: Form N400 confirmed received.
July 21, 2016: Attended biometrics appointment.
September 7: My interview was scheduled (as seen in case status on USCIS.gov). Told to expect the interview notice and instructions by mail.
Sept 30. The notice still not arrived.
Oct 4a: Submitted an online case enquiry for the missing notice (the auto-response said to expect an answer by the end of October 25...I wasn't happy with that timeline)
Oct 4b: Called the Customer Service Center and followed the prompts. Automated message that told me the same information as the case status page: "Interview was scheduled, we'll mail you the notice..." BUT it also said that if nothing is received by 30 days, to speak to customer service.
Oct 7a: Called Customer Service Center again. Went through all the prompts and heard the same status. Listened all the way to end for the additional instructions and the prompt to "press NUMBER to speak to a customer service rep" (or something suggesting I could talk to someone about a problem).
Oct 7b: Speaking to the agent. They asked if this is the first time contacted them about this problem. I said no, because I previously submitted an online case enquiry but I wasn't expecting them to see anything because it was too recent. They found my case enquiry and there was a response waiting on it! The agent was able to see that my Interview was scheduled for Oct 13 (I didn't miss it!) but, with so little time, they would have to FAX me the letter to ensure I would get it in time and that would require escalation to a higher rep.
Oct 7c: Transferred to on-hold to speak to the higher power, opted to receive a call back instead of being on hold for 2 hours.
Oct 8: Received call back on Saturday morning. Went through some details again. Provided work fax number since it was the only fax machine I had access to and prayed it would come through.
Oct 11: Walked into work on Tuesday (day off for Columbus Day) to find my shiny, new interview notice waiting for me and not a moment too soon...interview is in 2 days!
If I hadn't called, I would have missed my interview and my whole application process would have been delayed.
I'll detail out my process so far in case it's helpful. For the impatient, the TL;DR is: if you are waiting longer than reasonable (30+ days) for a letter or communication, call the customer service line and talk to someone. I was *this close* to missing my interview because the notice never arrived in the mail.
June 29, 2016: Form N400 confirmed received.
July 21, 2016: Attended biometrics appointment.
September 7: My interview was scheduled (as seen in case status on USCIS.gov). Told to expect the interview notice and instructions by mail.
Sept 30. The notice still not arrived.
Oct 4a: Submitted an online case enquiry for the missing notice (the auto-response said to expect an answer by the end of October 25...I wasn't happy with that timeline)
Oct 4b: Called the Customer Service Center and followed the prompts. Automated message that told me the same information as the case status page: "Interview was scheduled, we'll mail you the notice..." BUT it also said that if nothing is received by 30 days, to speak to customer service.
Oct 7a: Called Customer Service Center again. Went through all the prompts and heard the same status. Listened all the way to end for the additional instructions and the prompt to "press NUMBER to speak to a customer service rep" (or something suggesting I could talk to someone about a problem).
Oct 7b: Speaking to the agent. They asked if this is the first time contacted them about this problem. I said no, because I previously submitted an online case enquiry but I wasn't expecting them to see anything because it was too recent. They found my case enquiry and there was a response waiting on it! The agent was able to see that my Interview was scheduled for Oct 13 (I didn't miss it!) but, with so little time, they would have to FAX me the letter to ensure I would get it in time and that would require escalation to a higher rep.
Oct 7c: Transferred to on-hold to speak to the higher power, opted to receive a call back instead of being on hold for 2 hours.
Oct 8: Received call back on Saturday morning. Went through some details again. Provided work fax number since it was the only fax machine I had access to and prayed it would come through.
Oct 11: Walked into work on Tuesday (day off for Columbus Day) to find my shiny, new interview notice waiting for me and not a moment too soon...interview is in 2 days!
If I hadn't called, I would have missed my interview and my whole application process would have been delayed.
All Replies (5)
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