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Waiting for so long for I-90 for the I-551 GC

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My brother in law entered the US at the end of August. All his family members have received their I-551's; however, there is a problem with his. He does not seem to have a I-94, so there must be a problem with the information entered on his arrival. He seems to have initiated an I-90 several months back, but has never been able to pull up his case on USCIS and whenever he calls, he's instructed to wait 90 more days. To make matters more difficult, the city that he lives in does not allow InfoPass appointments.

Does anyone have any information on how the I-90 works? Which service center is it processed at? Would an InfoPass even help at all?

Thanks in advance!

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Just in case someone comes across this later, my brother-in-law's green card was finally sent. I don't know if they filed the I-90, but it took his about 5 months after his POE. His case number wasn't showing up even last night, which was really frustrating. However, the case history is visible. So if anyone entered as an LPR and is waiting for their GC to show up, it's so frustrating, but it will come. Even if the case number isn't showing now, it should show after the GC is mailed. That seems a little backwards because the point of the system is to keep the person informed...but it's moving ahead for my family!! :)

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