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dhlunar

How to submit a formal complaint regarding how the NVC is handling a case?

By dhlunar in National Visa Center (Dept of State)

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dhlunar Collaborator

dhlunar   25

Posted
Filed: IR-5 Timeline
Posted

Most of you know our situation. My wife is petitioning for both of her parents, and wens sent both the AOS and civil documents on May 10 and arrived May 12. As usual it took about 4 weeks for them to review the paperwork and we received a checklist for her dad for the military documents (which we sent). We were originally told by NVC to ignore it if we already sent it. We were given conflicting information that we asked our Senator to take look into it. The congressional liaison said the case was in document review for the military document. My wife was finally able to talk to a supervisor at NVC about a month ago who said they would pull the file themselves to see if the document is there. Received a phone call from this supervisor a week later saying that the document was there and it was going to document review. Called a couple of days later to be told that they can't speed up document review, and only the Embassy can approve a expedite request. Wife put in a expedite request on July 7 and the request was sent to the Embassy on July 11, it took 3 days to get back to my wife to request a foreign telephone number.

The latest is we spoke with a representative two weeks ago who said the case went back to document review on July 9 (the same day the supervisor called to say it was in the file). Then we spoke with another representative last Friday (3 days ago) who said the expedite request went to the Embassy on July 11, and they still haven't heard anything from the Embassy over two week ago for an expedite request! To make matters worst the agent on Friday couldn't see when the case went back to document review, and when my wife asked the initial question, "What is the status of this case?" the response was "We are waiting for the military document." My wife asked the agent on Friday for information to file a complaint regarding the handling of this case and she was given the normal email address with attention to a particular supervisor. She then asked for the name of the director of the National Visa Center so she address directly to the director of how the case was being handled, and the agent said he couldn't give out that information.

My wife really wants someone in power to understand what is going on and for someone to take responsibility and acknowledge a mistake was made and not penalize us for their error. Anyone have any suggestions?

Here is the information regarding the cases for my in-laws (wife, their daughter, is the petitioner under the IR-5 category, Parents of a USC):

Submit I-130 (2 petitions) to USCIS on May 30, 2013

USCIS approved the cases on March 10, 2014.

Received notice online from USCIS the cases were sent to NVC on March 17, 2014.

NVC received the cases on March 28, 2014

The case numbers were created on Monday, April 28.

We received the numbers by phone on Friday, May 2.

DS-261 became available on both cases late in the evening on Friday, May 2. Both DS-261 filed on Saturday, May 3.

Received emails to my wife regarding AOS at around 8am on Wednesday, May 7. At the same time received emails that were cc of letters sent to my in-laws. However, the date of all of the letters was Monday, May 5.

Received emails regarding the Immigrant Visa Fee at around 11:15am on Wednesday, May 7. IV fees became available online at around 1pm on Wednesday, May 7. Date of invoice was Tuesday, May 8.

Paid all the fees on Wednesday, May 7 at around 1:15pm.

All fees marked as paid and DS-260 become available sometime late on Friday, May 9.

Dropped off IV and AOS packages (in two different envelopes - 1 for AOS and 1 for IV documents) at the local post office at around 2pm on Saturday, May 10.

Submitted DS-260 (for both cases) around 10am on Sunday, May 11.

Both document packages received by NVC on Monday, May 12 (according to Post Office Tracking - one around 1pm and the other around 4pm. Don't know why they got separated.)

Received checklist email for both cases at 4pm on Thursday, June 12 regarding the IV civil documents

Wife called NVC in the afternoon of Friday, June 13 to inquire about the checklist. Told by a representative they are normal and automatic and not to worry. AOS under review. Call back after Tuesday, June 24.
Received a checklist for my father-in-law on Monday, June 16. NVC reviewed his AOS paperwork, but waiting for the documents the requested the week before.

Wife called NVC in the morning of Tuesday, June 17. Told by the agent they don't have the document requested for dad, and they don't have the AOS package for her mom.

Put in a request with our Senator to get more information. Response was mother-in-law is documentary complete and father-in-law was in document review for the military document.

Wife called NVC on the morning of Tuesday, July 1 and spoke with a supervisor regarding her dad's military document. Supervisor said she would look into it.

Supervisor called us and left a voicemail on the morning of Wednesday, July 9 and stated they have located my father-in-law's military documents. Case sent back to document review.

Per conversation with an agent, the expedited request originally requested by email on July 7, was sent to the Embassy on Thursday, July 10.

Received by postal mail on Thursday, August 21 from our Senator regarding the response of another inquiry. Still the same.

Early in the morning on Friday, August 22:

Wife calls the Embassy and was told the IV section doesn't accept calls, and was given a number in the states that turned out to be scheduling assistance for NIV interviews.

Called NVC as soon as they opened and was told the Embassy denied the expedite request, but the case was completed by NVC on Monday, August 18. Wife inquired about interview scheduling, and was given some good information.

At 5 PM on Thursday, September 11, received the interview letters. Interview is scheduled for the morning of October 9.

Mother-in-law approved. Father-in-law placed in Administrative Processing due to follow-up TB test.

CEAC stated ISSUED for my mother-in-law on October 15. DHL had the package for pick up on October 17 but called the wrong number. Package picked up on October 27.

On December 11 mother-in-law received a phone call from the Embassy that the medical is back for my father-in-law and to DHL his passport to them. Passport sent on December 12.

On December 18 CEAC updated to ISSUED for my father-in-law. My wife is happy!!!! Embassy said they gave it to DHL on December 19

Due to a DHL delay the package did not become available for pick up until December 24. USCIS Immigrant Fee paid the same day.

POE: JFK Terminal 1 - December 26, 2014 - They are finally here!!!

Took them to a local SSA office to get SSN on January 6, 2015. Cards received on January 10, 2015.

Green Cards received by priority mail on January 23, 2015 (four weeks after arrival).

Both went to motor vehicles and got state issued ID cards on April 11, 2015.

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Warri_Gurl Contributor

Warri_Gurl   2

Posted
Filed: AOS (pnd) Country: Nigeria
 Timeline
Posted (edited)

How does one file an official complaint/GRIEVANCE the NVC? I am sick and tired of the reps hanging up the phone in my face after I ask to speak with a supervisor. This is ridiculous if they do not know the answer a question other than what they are reading from their script that does NOT give them the right to hang up on someone ESPECIALLY if one waits on hold to speak with someone over 30 plus minutes. This is the second time an operator hung up on me. I excused the first time,but now it is getting out of hand. PLEASE ANYONE WHO KNOWS PLEASE RESPOND ASAP. THANKS IN ADVANCE!

Edited by seun&nicole
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Boiler Grand Master

Boiler   43,381

Posted
Filed: K-1 Visa Country: Wales
 Timeline
Posted

https://cisomb.dhs.gov/oca/form7001.aspx

Ombudsman.

“If you know the enemy and know yourself, you need not fear the result of a hundred battles. If you know yourself but not the enemy, for every victory gained you will also suffer a defeat. If you know neither the enemy nor yourself, you will succumb in every battle.”

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milimelo Veteran

milimelo   4,165

Posted
Filed: Citizen (apr) Country: Bosnia-Herzegovina
 Timeline
Posted

Wrong department. They want Department of State, not DHS. While DOS also has an ombudsman office, it only deals with employees and not general public.

ROC 2009
Naturalization 2010

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