I've decided to start a thread on experiences in calling USCIS customer support and how each call is handled differently or given different information.
Today 3/28 I called several times between 9:50am -10:30am EST by selecting options 1 (English)-2-6 and my call was answered by a (CSR) customer service representative who more or less asked me the following standard questions every time:
Is this for an application or a case ?
Is the application pending?
Is it for a naturalization case for military ?
Is this to schedule an appointment?
Is this for a request for evidence?
Is this for a I-90?
Where did you file your application?
What's your zip code (asked on 2 occasions to verify what local DO I am serviced by)
On the 1st attempt, the CSR told me that my case (PD 7/27) is within processing time since local DO processing time shows 5/12. When I asked CSR to transfer my call , he said he can't do that. When I told him they have done it many times in past, he said he doesn't know why they would have and still refused to transfer me. I thanked him and ended the call.
On the next attempt, I offered an earlier PD of 4/16 to see if that would trigger the CSR to transfer my call. Instead, the CSR told me that processing for DO is showing 5/12 and that I must wait 30 days between my PD date and posted processing time to make further inquiry. This agent also refused to transfer my call. I once again thanked the agent and ended the call.
On the next 2 attempts , the CSR offered to open a "outside normal service time " request to the local DO so that they may contact me with an update. Once again they refused to transfer my call. I did have them open one such request, thanked the CSR and ended the call.
On the next attempt, the CSR told me that I will be receiving an interview letter outside of normal business hours. I knew where the CSR was getting this information (straight off USCIS website) and asked them to confirm that I will or I may receive a interview letter outside of business hours. They CSR had to correct herself and said "may". This is the first time I've been told by a CSR that I will be receiving an interview letter with such certainty. I once again thanked the agent and ended the call.
On the 6th attempt, I finally was transfered by a CSR after she could not pull my reference number online. She never offered to open an "outside normal service time" request like the previous CSRs and without any hesitation transfered my call to an IO. I finally spoke with an IO who could tell me my application is in line for an interview.
This goes to show you that the USCIS CSRs don't follow the same procedure and that every call is handled differently. So for those of you who have had no luck speaking with an IO, keep trying again and again. Using social engineering with the CSR really does work for them to transfer your call to an IO.
Today 3/28 I called several times between 9:50am -10:30am EST by selecting options 1 (English)-2-6 and my call was answered by a (CSR) customer service representative who more or less asked me the following standard questions every time:
Is this for an application or a case ?
Is the application pending?
Is it for a naturalization case for military ?
Is this to schedule an appointment?
Is this for a request for evidence?
Is this for a I-90?
Where did you file your application?
What's your zip code (asked on 2 occasions to verify what local DO I am serviced by)
On the 1st attempt, the CSR told me that my case (PD 7/27) is within processing time since local DO processing time shows 5/12. When I asked CSR to transfer my call , he said he can't do that. When I told him they have done it many times in past, he said he doesn't know why they would have and still refused to transfer me. I thanked him and ended the call.
On the next attempt, I offered an earlier PD of 4/16 to see if that would trigger the CSR to transfer my call. Instead, the CSR told me that processing for DO is showing 5/12 and that I must wait 30 days between my PD date and posted processing time to make further inquiry. This agent also refused to transfer my call. I once again thanked the agent and ended the call.
On the next 2 attempts , the CSR offered to open a "outside normal service time " request to the local DO so that they may contact me with an update. Once again they refused to transfer my call. I did have them open one such request, thanked the CSR and ended the call.
On the next attempt, the CSR told me that I will be receiving an interview letter outside of normal business hours. I knew where the CSR was getting this information (straight off USCIS website) and asked them to confirm that I will or I may receive a interview letter outside of business hours. They CSR had to correct herself and said "may". This is the first time I've been told by a CSR that I will be receiving an interview letter with such certainty. I once again thanked the agent and ended the call.
On the 6th attempt, I finally was transfered by a CSR after she could not pull my reference number online. She never offered to open an "outside normal service time" request like the previous CSRs and without any hesitation transfered my call to an IO. I finally spoke with an IO who could tell me my application is in line for an interview.
This goes to show you that the USCIS CSRs don't follow the same procedure and that every call is handled differently. So for those of you who have had no luck speaking with an IO, keep trying again and again. Using social engineering with the CSR really does work for them to transfer your call to an IO.
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