compaint about officers at POE?

[dawning 212]

Hello everyone,

My husband finally came to the US a little more than a week ago. It's a big relief to us, although a stress for him as well of course due to homesickness.

So, first of all, a big thank you to all the VJ members who have provided helpful information and advice. It certainly helped to make the process easier, as did searching a reading old discussion on the site.

Secondly, a question: My husband felt very poorly treated by one of the CPB officers at his POE (Aruba). Apparently she yelled at him and tried to get him to confess to opening the package from the embassy, while not speaking his language. When they got another agent that spoke Spanish, the issue was quickly resolved. He said it was disrespectful and seemed like an abuse of her power. We were wondering where/how to make a complaint? Would that be with USCIS, or is CBP separate from that?

Any suggestions would be appreciated.

Thanks again for all the support.

[KierenHby 897]

https://help.cbp.gov/app/forms/complaint

http://www.cbp.gov/travel/customer-service/handle-complaints

[TBoneTX 43,058]

*** Thread moved from CR-1 Process forum to the General Immigration Discussion forum -- topic can apply to many visa processes. ***

[Ms Hogan 295]

They say they're open to feedback but if it isn't anonymous I wouldn't want my name tied to any complaints about anything at the border when I'm not done with them. I don't want anything tied to my name that says I'm grumpy about them.

[Dave&Roza 748]

Hello everyone,

My husband finally came to the US a little more than a week ago. It's a big relief to us, although a stress for him as well of course due to homesickness.

So, first of all, a big thank you to all the VJ members who have provided helpful information and advice. It certainly helped to make the process easier, as did searching a reading old discussion on the site.

Secondly, a question: My husband felt very poorly treated by one of the CPB officers at his POE (Aruba). Apparently she yelled at him and tried to get him to confess to opening the package from the embassy, while not speaking his language. When they got another agent that spoke Spanish, the issue was quickly resolved. He said it was disrespectful and seemed like an abuse of her power. We were wondering where/how to make a complaint? Would that be with USCIS, or is CBP separate from that?

Any suggestions would be appreciated.

Thanks again for all the support.

I think of it like coming to the check out counter at any store. You can get several different kinds of clerks. 1) The clerk is friendly and nice. 2) The clerk is professional, but appears to be unfriendly. 3) Then there are clerks who are down right rude. Your husband just happened to get #3. I usually have to remind myself to bite my tongue so I do not get arrested for threating a Federal Employee. Why should they be allowed to be rude to me and yet I cannot be rude back to them? You can complain, but unless you have the name of the person or can give time, date, and lane used so they can use that information to identify the person, it will just be another complaint. It all depends on what the CBP does with such complaints. It might be better to complain directly to the Department of Homeland Security which oversees the CBP or both. Especially if you have very good details on who, when, where and what transpired.

Dave

Edited January 31, 2015 by Dave&Roza

[TBoneTX 43,058]

Next time, on-site:

"Sir/ma'am, you might be having a bad day, and I can't imagine what you must encounter on an ongoing basis, but unless the tone of this discussion changes, I'll have to request that your PSR (Passenger Services Representative) join us immediately."

If this doesn't work, ask for the Port Director or Assistant Port Director.

[dawning 212]

https://help.cbp.gov/app/forms/complaint

http://www.cbp.gov/travel/customer-service/handle-complaints

Thanks!!

[dawning 212]

I think of it like coming to the check out counter at any store. You can get several different kinds of clerks. 1) The clerk is friendly and nice. 2) The clerk is professional, but appears to be unfriendly. 3) Then there are clerks who are down right rude. Your husband just happened to get #3. I usually have to remind myself to bite my tongue so I do not get arrested for threating a Federal Employee. Why should they be allowed to be rude to me and yet I cannot be rude back to them? You can complain, but unless you have the name of the person or can give time, date, and lane used so they can use that information to identify the person, it will just be another complaint. It all depends on what the CBP does with such complaints. It might be better to complain directly to the Department of Homeland Security which oversees the CBP or both. Especially if you have very good details on who, when, where and what transpired.

Dave

Thanks for the advice and suggestion. In my mind, pressuring and individual that doesn't speak the language to confess to somethings goes a little beyond rudeness. After all, if you don't like a clerk in a store you can walk out and make your purchases elsewhere, but trying to enter the country you are a very vulnerable position.

He doesn't have the name, but he does know the approximate time, the date and the lane, so it should be pretty complete. I personally think it's good to complain about unprofessional behavior regardless of what action management might decide to take.

[dawning 212]

Next time, on-site:

"Sir/ma'am, you might be having a bad day, and I can't imagine what you must encounter on an ongoing basis, but unless the tone of this discussion changes, I'll have to request that your PSR (Passenger Services Representative) join us immediately."

If this doesn't work, ask for the Port Director or Assistant Port Director.

That's good advice... He just insisted over and over that he needed someone who could speak Spanish, and fortunately once the Spanish-speaking agent came he was able to explain, and things calmed down... but I can see that knowing about the options that you mention could be good for stickier situations.