Please help! Impossible to reschedule interview on US Travel Docs website! K-1 visa: Philippines to USA

[Broke Government 4]

K-1 visa. Philippines beneficiary. USA petitioner.

 

Beneficiary arrived at the Manila embassy for scheduled interview. Embassy reviewed the required documents the beneficiary brought. Embassy said 1 document is not acceptable because the name of her mother on the CENOMAR form was misspelled by 1 letter. Embassy cancelled the interview, instructed her to reschedule the interview on the US Travel Docs website and bring a new CENOMAR form to the next interview. She got a new CENOMAR within just a few days. When trying to make a new interview appointment on the US Travel Docs website, the calendar never loads and a code is displayed at the top of the screen: "SGA01". We have tried this on multiple devices and on multiple days with the same result. I have called every phone number on the US Travel Docs website many times. I have not spoken to a real person ever. It doesn't matter which number you press in the phone menu, all options lead to recordings. It is not possible to speak with a person. I tried the live chat but it just gives you a message saying to call instead since there are too many people. I sent them an email, but I'm sure a real person will never reply.

 

If we are not able to schedule this interview soon, then her medical clearance will expire and we will have to start this entire process over again and pay all the fees again. We can't afford this. I am hoping someone here has experienced this problem and can offer some guidance or advice. Thank you for any help!

[W199 472]

1 hour ago, Broke Government said:

K-1 visa. Philippines beneficiary. USA petitioner.

 

Beneficiary arrived at the Manila embassy for scheduled interview. Embassy reviewed the required documents the beneficiary brought. Embassy said 1 document is not acceptable because the name of her mother on the CENOMAR form was misspelled by 1 letter. Embassy cancelled the interview, instructed her to reschedule the interview on the US Travel Docs website and bring a new CENOMAR form to the next interview. She got a new CENOMAR within just a few days. When trying to make a new interview appointment on the US Travel Docs website, the calendar never loads and a code is displayed at the top of the screen: "SGA01". We have tried this on multiple devices and on multiple days with the same result. I have called every phone number on the US Travel Docs website many times. I have not spoken to a real person ever. It doesn't matter which number you press in the phone menu, all options lead to recordings. It is not possible to speak with a person. I tried the live chat but it just gives you a message saying to call instead since there are too many people. I sent them an email, but I'm sure a real person will never reply.

 

If we are not able to schedule this interview soon, then her medical clearance will expire and we will have to start this entire process over again and pay all the fees again. We can't afford this. I am hoping someone here has experienced this problem and can offer some guidance or advice. Thank you for any help!

 

What phone number did you call? Are you calling from the USA? Did you use the USA access phone number?

 

Most importantly, did you call them 9AM-5PM Manila time, M-F?  You can try email, but that might take a few days to get a reply.

 

[Broke Government 4]

1 hour ago, W199 said:

 

What phone number did you call? Are you calling from the USA? Did you use the USA access phone number?

 

Most importantly, did you call them 9AM-5PM Manila time, M-F?  You can try email, but that might take a few days to get a reply.

 

 

Yes, calling from the USA. I called all the different numbers, including the USA access phone number. Yes, during 9AM - 5 PM Manila time. I also tried 9 - 5 Eastern Standard Time. Whenver I call, even when I call during the correct business hours, a recording states "Please call back during our regular business hours". It doesn't matter what day, what time, what number, I get that same recording. I also had a friend call on their phone multiple times and received the same results.

[TBoneTX 47,633]

Country-specific thread is moved from the K-1 Process forum to the Philippines regional forum.

[Dan_Nelvin 6]

In usvisascheduling website, have you tried messaging them in the Feedback/Request section? They reply within one ot two working days.

You mentioned that you only tried contacting US travel docs website. Have you tried sending visa inquiry form in the US Embassy website?

https://ph.usembassy.gov/contact-us-visas/

The reaponse is also within one or two working days.

 

[Broke Government 4]

9 hours ago, Dan_Nelvin said:

In usvisascheduling website, have you tried messaging them in the Feedback/Request section? They reply within one ot two working days.

You mentioned that you only tried contacting US travel docs website. Have you tried sending visa inquiry form in the US Embassy website?

https://ph.usembassy.gov/contact-us-visas/

The reaponse is also within one or two working days.

 

 

I did create a case in the feedback/request section about 24 hours ago and waiting their reply.

 

Thank you for linking to the inquiry form. I had not seen that form before. I just submitted one.

[RO_AH 1,685]

20 hours ago, Broke Government said:

K-1 visa. Philippines beneficiary. USA petitioner.

 

When trying to make a new interview appointment on the US Travel Docs website, the calendar never loads and a code is displayed at the top of the screen: "SGA01". We have tried this on multiple devices and on multiple days with the same result.

Try using a different web browser. Clear your cache. Try incognito mode. 

[W199 472]

The last I called the USA access number, I had no issue reaching them.  Maybe they changing things around.

 

Oh, after you login to the scheduling system, there is an EMERGENCY request option,  Have you tried that?

 

 

See screenshot below

 

 

[Broke Government 4]

7 hours ago, RO_AH said:

Try using a different web browser. Clear your cache. Try incognito mode. 

 

I tried all of this today and it didn't work.

7 hours ago, W199 said:

The last I called the USA access number, I had no issue reaching them.  Maybe they changing things around.

 

Oh, after you login to the scheduling system, there is an EMERGENCY request option,  Have you tried that?

 

 

See screenshot below

 

 

 

My account doesn't have that option:

 

[W199 472]

Sounds like you will either need to wait for them to reply to you, or take the risk to start a new application and pay a new MRV fee. 

 

Also, have you checked your application by clicking "VISA Application Home", and checking every single tab to make sure nothing got corrupted, such as the DS160/260 ID, etc.. and all names in the application and passport still exactly match,  Note, I found that after checking each tab, you need to reclick on "application home" to select a new tab

 

 

[Broke Government 4]

51 minutes ago, W199 said:

Sounds like you will either need to wait for them to reply to you, or take the risk to start a new application and pay a new MRV fee. 

 

Also, have you checked your application by clicking "VISA Application Home", and checking every single tab to make sure nothing got corrupted, such as the DS160/260 ID, etc.. and all names in the application and passport still exactly match,  Note, I found that after checking each tab, you need to reclick on "application home" to select a new tab

 

 

All the tabs look good.

[Broke Government 4]

21 hours ago, W199 said:

The last I called the USA access number, I had no issue reaching them.  Maybe they changing things around.

 

Oh, after you login to the scheduling system, there is an EMERGENCY request option,  Have you tried that?

 

 

Is the USA access number +1 703 520 2235 ? What options do you press once you get into the phone menu? All options lead to recordings. How do you speak to real people?

[W199 472]

22 minutes ago, Broke Government said:

 

Is the USA access number +1 703 520 2235 ? What options do you press once you get into the phone menu? All options lead to recordings. How do you speak to real people?

 

Yes, that is the number I have too.  Sorry, I don't remember the options I pressed.  But i remember that I started calling them just before they opened, Manila time in order to try to catch them before they got swamped by calls. I estimated how much time to get through the menus so that they would just be opened by the time they tried to transfer me 

 

From the website:

 

Pease contact the Customer Service Center  for help in making these appointments.  English and Filipino-speaking customer service agents are also available at telephone numbers (02) 7792-8988 or (02) 8548-8223.  The call center is open Monday through Friday, from 8:00 a.m. to 5:00 p.m. (Manila time), except on Philippine and U.S. holidays.  Callers in the United States should check the local time in Manila before they call (703) 520-2235.

 

 

[Broke Government 4]

3 minutes ago, W199 said:

 

Yes, that is the number I have too.  Sorry, I don't remember the options I pressed.  But i remember that I started calling them just before they opened, Manila time in order to try to catch them before they got swamped by calls. I estimated how much time to get through the menus so that they would just be opened by the time they tried to transfer me 

 

From the website:

 

Pease contact the Customer Service Center  for help in making these appointments.  English and Filipino-speaking customer service agents are also available at telephone numbers (02) 7792-8988 or (02) 8548-8223.  The call center is open Monday through Friday, from 8:00 a.m. to 5:00 p.m. (Manila time), except on Philippine and U.S. holidays.  Callers in the United States should check the local time in Manila before they call (703) 520-2235.

 

 

 

How long ago did you call that number and speak to a real person?

[Broke Government 4]

For now, the issue seems to be solved. I was able to talk to a real person at the USA number: (703) 520-2235

I can't remember the exact options I had to press but I did have a conversation. The representative advised me to close my application and start a new one and assured me I would not have to pay any additional fees or repeat any previously completed appointments. When the payment portion of the application came up, I was instructed to select 'Cash'. After selecting 'Cash', the receipt number from my previous payment over 2 months ago was automatically applied and reflected. I then had to select an OFC biometrics appointment date and the representative assured me I could ignore that appointment and not show up for that appointment since it has already been completed weeks ago. I was then able to select an embassy interview date for some time in September. So as long as there aren't any more surprises, everything appears to be on track.