Ombudsman on USCIS National Customer Service Center and InfoPass  Posted Dec 28, 2007
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Mr. Prakash I. Khatri, CIS Ombudsman, held a teleconference on December 14, 2007 on the topic of USCIS National Customer Service Center (1.800 Line) and InfoPass: How Are They Working For You? This was the latest in a series of teleconferences held by the CIS Ombudsman's office, in which attorneys from the Murthy Law Firm participated. Most recently, we reported on a teleconference in our November 9, 2007 MurthyBulletin article CIS Ombudsman Second Teleconference on Receipting Delays, available on MurthyDotCom. In the December 14, 2007 teleconference, the CIS Ombudsman took questions from participants and provided comments related to various common problems associated with calling the National Customer Service Center and/or scheduling and attending local USCIS office InfoPass appointments.
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Before Calling the National Customer Service Center
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The CIS Ombudsman began the December 14, 2007 teleconference by providing the most recent information on calling the National Customer Service Center's toll-free telephone number. The USCIS informed the Ombudsman's office that it continues to update the system to make it more informative and user-friendly. For example, the automated response is being updated to provide more information specific to an individual's case. In addition, there are some general guidelines that, if followed, will reduce the waiting times and result in better service to USCIS customers. In particular, customers should carefully read the FAQs available on the USCIS WebSite, check the statuses of their cases online, and check all pertinent processing dates and times, especially in light of the backlog of cases created by the past summer's increase in filings. If questions remain, they should collect as much information on their cases or specific matters as possible before calling the USCIS. Such information should include an A number, if one has been assigned, a receipt number, and other pertinent documentation or correspondence from the USCIS that is relevant to the case.
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Problems with the Toll-Free Telephone Number
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During the teleconference, participants shared their experiences using the 1.800 line. These ranged from having to wait long periods of time to not getting any useful information on their cases, to getting discrepant or confusing information. One caller expressed his frustration that a USCIS representative answering the I.800 number does not usually have any case-specific information available, other than what has already been posted online. Reported, calls sometimes are transferred between representatives who provide conflicting information on a particular case. For naturalization applicants, USCIS representatives answering phone inquiries do not have any information, whether related or unrelated to background checks. Callers also expressed concern that they are not able to communicate directly or be transferred to offices where their cases are pending.
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Possible Solutions Suggested by CIS Ombudsman
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In response to these and other problems outlined above, the CIS Ombudsman suggested following the USCIS recommendations for using the 1.800 line and possibly filling out an electronic form before speaking with a National Customer Service Center representative. In addition, once the USCIS completes its updates to the system, customers should be able to obtain case-specific information more easily and efficiently.
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National Customer Service Operators Not Qualified to Provide Advice
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We at the Murthy Law Firm have received reports of individuals who obtained incorrect or incomplete information through the National Customer Service Center line. Our readers are reminded that individuals answering the 1.800 line are not attorneys and are not an appropriate source for legal advice. Thus, the USCIS toll-free telephone line is best used for routine case inquiries and similar information.
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Current Problems on the InfoPass Appointment System
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The Ombudsman also accepted questions and comments about the InfoPass system currently in place. The concern most commonly voiced by callers appeared to be the inability to schedule InfoPass appointments for weeks at a time. As the Ombudsman explained, this is largely due to the fact that some individuals are abusing the appointment system by scheduling multiple appointments and attending only one appointment. Some individuals engage in schemes of  buying and selling appointments. Such activity is being taken very seriously by the USCIS. Readers are reminded to follow proper procedures and not to engage in illegal transactions. This problem seems to be most severe in New York, where customers are not able to schedule appointments sometimes for months at a time. Those found guilty of such actions will be prosecuted by the USCIS, which is on the lookout for individuals abusing the InfoPass appointment system in this manner.