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green card never produced

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  • green card never produced

    Asking for a friend who has linguistic barriers:

    Family of 3, they got green card visa through lottery. Paid the Uscis fee on July 17, 2018. Entered USA 4 days later. So far only the mother received the green card while the father and daughter are still waiting for it.

    A case was opened through call center after 120 days of the first entry, they are told to wait a month to hear from them. They waited a month and a letter told them to wait 3 more months for investigations.

    But nothing so far. All the wait time they instructed is over.

    What might be the best solution to the problem? What are your suggestions?

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