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In my case, I had contacted them a day after faxing the info to make sure that they received it. After not hearing from them for about a week, I called again to find out that it had just been assigned to a case worker. After that the case worker would call me to provide updates every 3-4 days, she was extremely nice. When the approval did not come through for two more weeks, the case worker was upset with INS for not keeping their promise. Later in the same day my case was approved.
Good luck.