Calling USCIS

[speedwell 224]

I've been trying to call the USCIS line inside standard business hours, and the automated system keeps telling me to call back within standard business hours, and will not transfer me to a live representative. Any idea what's going on today?

[speedwell 224]

I've been trying to call the USCIS line inside standard business hours, and the automated system keeps telling me to call back within standard business hours, and will not transfer me to a live representative. Any idea what's going on today?

They just started answering the phone... two hours and twenty minutes late!

[Andreea&Kevin 38]

Figure bring this back to the first page as I'm sure more and more people will need this info and want to contact USCIS.

[Terosset 0]

Just thought I'd let people know that I tried Option 1 (dial the certain sequence of numbers) and the 6 wasn't an option in the menu I was in. But I tried Option 2 (don't press anything) next and got through to a person immediately after, so I recommend that!

[missDKmrUSA 7]

Talked to a Tier 2 for the second time... They dont really give any information different from Tier 1... Has anyone experienced that the Tier 2 really gave some information about a specific case? I feel they just tell me what i already know... So waiting at least half an hour to talk to them, doesn't really give me anything....

[ChristianZane 70]

Talking to Tier 1, Tier 2, supervisor, whatever won't speed up your case, they only way you can get sped up is file a service request (wait until you are past their posted processing times) or expedite, here are the expedite criteria:

The applicant has urgent and critical medical needs that cannot be addressed in the applicant’s country;

An applicant’s family member in the United States has a serious medical condition and has urgent and critical medical needs related to that condition that require the applicant to assist the family member in the United States;

The applicant is faced with urgent circumstances related to the death or serious illness of a family member;

The applicant or qualifying family member is a particularly vulnerable individual due to age, serious medical condition, or disability and this vulnerability is exacerbated by the applicant’s presence outside the United States;

The applicant is at risk of serious harm due to personal circumstances distinct from the general safety conditions of those living in the applicant’s country;

It would be in the national interest of the United States to have the applicant in the United States (for example, the applicant’s presence in the United States is urgently required for work with a U.S. government entity); or

As described in a request from or for a member of the Armed Forces of the United States

[NikLR 13,220]

bump

[Lakehouse 293]

another bump.

Any inaccuracies or changes that folks can comment on?

[Kaylara 814]

I believe you can type 1, 1, 1, 1, case number, 3 to get a tier 1.

[MrsBLove13 0]

@patrickandjess this sounds just like what i went through today when i spoke to a tier 2 ISO.

[ditdot 46]

Bump

Anyone who used this(these) info lately and had any luck...? Or any useful info to report?

[verysadguy 170]

Wow, this really worked! The part in red. Answered right away!

How to prepare for your call?
Before calling the NCSC please have available
- your receipt number:
- alien registration number:
- type of application filed:
- date filed:
- Online case status:
- Processing times applying to your case type
- Check your priority date (if applicable)
- Have all relevant correspondence with USCIS (NOA1)


How to talk to a live person at USCIS?
Contact the National Customer Service Center (NCSC) at 1-800-375-5283.
Call early in the morning (8.00 am)

Option 1: Then dial 1, 2, 6, 2, 4 (exact sequence). Use these options every time you are prompted.
(You can also try - 1 - 2 - 1 - Case Number - 1 - 3 - 3 or 4)

Option 2: Call USCIS and Do not press anything (don't choose a language). They will think you have a rotary phone and will transfer you directly to a live person.

Option 3: Don't don’t choose the number for “case status”, but do different ones instead (for example “RFE”; “expedite your case”, …)

Option 4: Military Help Line: 1-877-CIS-4MIL (1-877-247-4645); Members of the military and their families may call to receive assistance with immigration-related questions.

If they speak Spanish just say English please. Now you can ask what you want.

What to ask them?
During your call we recommend that you take note of the following information:

About them:
- The name of the NCSC representative:
- The id number of the NCSC representative:
- The date and time of the call:
- Any service request referral number, if a service referral on a pending case is taken:

About our case:
- When calling, ask them for a service request.

In case they refuse or tell you that they cannot answer your question, then ask to be transferred to a Tier 2 ISO (Immigration Service Officer) supervisor, who will have more privileges to access detailed information about your case. Once you get an ISO, be very polite, and take notes for your records. Ask them for their badge number. That way you can reference each conversation by date and the badge number of the ISO.
Also ask them to review case status - THEY can - it's on their screen.
If the NCSC doesn’t issue a service request, please make sure the NCSC representative tells you the reason why he did not issue the request. (This information you'll need to follow up)

- Some of the standard questions:
1) Name check Status?
2) Background Check Status?
3) Has it been assigned to an officer?
4) When can I expect to get some updates on my case?
5) Can you help me with a ball park date on when my case will be assigned to an officer?
6) What dates are they currently working on?
Of course, we are aware of the standard response we get.

http://www.dhs.gov/x...37986181.shtm#5

The NCSC operates on a two-tier model.
Tier 1 Customer Service Representatives (CSRs):
Can
• Relay basic immigration information to customers through scripts provided by USCIS
• Answer questions about USCIS forms
• Transfer calls to Tier 2 in certain circumstances
Cannot
• Answer specific questions about a case with the exception of information available through Case Status Online
• Transfer calls to local offices or service centers where cases are pending
• Provide legal advice

Tier 2 Immigration Service Officers (ISOs):
Can
• Review USCIS systems on your case
• Request that notices be re-issued
• Provide information that you may receive at an Infopass appointment
• Provide specialized assistance to dependents or active members of the U.S. Armed Forces
• Provide information on pending and adjudicated cases.
Cannot
• Review already issued Requests for Evidence (RFEs)
• Directly issue duplicate notices, receipt notices, RFE notices
• Transfer calls to local offices or service centers
• Provide legal advice

Service Requests
Both Tiers 1 and 2 can create a “service request” which is sent to service centers and local offices on matters such as expedite requests, change of address, appointment rescheduling, case processing delays which exceed the posted times, and other matters that may be unique to a specific case.

[hoolockgirl 0]

Thank you for this information although it's a few years ago, it is still very much accurate. I followed the steps and was able to get a service request put in to find out why my case is not processed since it is passed the date they are processing. 15-30 day wait to get answer.......