How to Effectively Work with the National Customer Services Center

[jim_julian]

Back In July we submitted AOS, EAD, and AP to the Chicago Lockbox. Most forms were filled out in Lao Po's maiden name because that seemed to be what is required. (I since have learned that others have successfully filed using the married name). I included a cover letter (copy in each section) that said please issue the documents in Lao Po's married name. EAD came in the married name. AP came in maiden name. We are still waiting for AOS.

 

The AOS case was transferred to the CSC. Noting that the CSC sometimes issues Green Cards without interview, and further noting that people often specify married/maiden name for GC at the actual interview, we wrote a letter to CSC in October restating that we'd like the GC in her married name. We also included a 485 filled out and signed in her married name in case that was needed.

 

A week ago we got a form letter from USCIS saying we recently "submitted an inquiry to CSC by fax or letter" and that CSC no longer accepts such inquiries. Instead, it continued, call the 800 number and "The National Customer Service Center will forward and track your inquiry to us to conclusion."

 

Ever the optimist and brimming with hope, last Thursday I dialed the number and wended my way through the menus. After a 20 minute wait I spoke with a human. He had a list of canned questioned he insisted on asking and after they were done I told him about the September letter. He said "OK, we can fix that for you. I'll transfer you to someone who can do that." After 65 minutes on hold I had to go to a meeting and my 85 minute investment came to naught.

 

Today I called again. About the same ... maybe 15 minutes to a person. She started in on the same list. I twisted the answer to the first question to explain the situation ... she said "OK I'll transfer your call to a colleague that can help." One hour and 45 minutes later the colleague came on the line.

 

I explained.

 

She said I need to speak with your wife before I can access the computer records. She needs to tell me you are speaking for her. Clever lad that I am I had prepared and called Lao Po on her mobile, held it up to my office speaker phone and she told the USCIS person that I was speaking for her. "OK, let me put you on hold", she said. She came back and told me that family based GC's are never issued without interviews, so we could make our request at the interview. I gently pushed ... but CSC is doing that now in some cases. She goes and "checks". "You can't assume you'll not have an interview" was the next answer. Right! I just want to make sure CSC has our request just in case we would not have an interview. She puts me on hold to check. Comes back and says, "Sorry we can't help you." But, but, I say the letter you sent me says you can! You'll forward and track to conclusion! No, we don't have that information. Then I asked does CSC keep the letter we wrote in the 485 file? "I don't know," she says, "we can't help you." She wished me a pleasant day and thanked me for calling the National Customer Service Center.

 

3.75 hours invested ... sigh ...

[Randy W]

I am sorry, but your wife must post here to indicate that it is okay for you to discuss this topic.

 

And then, well, we can't help you either. (Just sympathize)

[LeeFisher3]

A possible way might be to try to confirm the name at an Infopass appointment.

 

It's just maddening how everyone with the USCIS speaks of customer service, but apparently they were taught at a public school or as a McDonald's employee so who knows what they learned. Just be wary if the IO asks you if you'd like fries with that during the AOS interview.

[jim_julian]

Lee, when we did the InfoPass meeting to get the AP in time to make a trip I did ask. The IO said don't worry, they'll read the cover letter. They did issue the EAD in Lao Po's married name and AP in her maiden name makes sense because that's the name on her Chinese passport (we haven't gotten the "also known as" page in there yet).

 

Maybe it's not a problem ...