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Cd Juarez - DHL Shipped Visa Returned To Sender

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A relative from Mexico was recently approved for an immigrant visa after an interview at the US Consulate in Cuidad Juarez. Their Mexican passport and visa package were shipped by DHL to their home state in Mexico almost immediately after the interview, but due to several miscommunications, the DHL tracking number was not made accessible.

After we finally managed to get the case registered online and obtain the DHL tracking number, 30 days had already passed, and the DHL web site indicates that the package after sitting for a month has been "returned to sender" (which I presume is back to Juarez).

We've spent literally hours on the phone trying to find out how we can figure out if the passport/visa are now back in Juarez at the US Consulate and it can be re-sent (relative lives in another Mexican state that's not very close to Juarez), or lacking that, to just plain confirm it's there so if they have to return and pick it up it's not a wasted trip, or any other possible method to get the passport and visa.

Nobody we've been able to reach has been able to help us beyond saying "You need to contact the consulate", and we have been going around in circles trying to find a number at the Juarez consulate with a live human that will answer the phone and assist.

Has anyone had this issue before and have any ideas about what to do next beyond simply just "go back to Juarez and hope that it's there" ???

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