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Expediting/Requesting Emergency Interview after DQ

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My husband and I were DQ on 05/04/20.  On 05/21 we requested an expedited/emergency interview (due to medical reasons) with the Sydney embassy. We were instructed to email the embassy (support-australia@ustraveldoc.com) to request the interview.  However, yesterday, we received a response back from the embassy stating that we needed to go through the NVC to request an expedite. I was under the impression that since my case was DQ'd already, it was now up to the embassy to decide whether or not we could get an emergency interview. I spoke to the ustraveldoc support line, which confirmed this information and they recommended responding to the email with my DQ notice and an explanation as to why I was contacting the embassy as opposed to the NVC. I think that since they haven't received my case from the NVC that they assumed I was still being processed on that end (NVC currently isn't sending any cases to embassies at all though).


Does anybody have experience with this? Am I going about requesting our interview correctly or should I email the NVC? Would it hurt to do both?

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