USCIS Avis 9

The wait time is suffocating! Terrible customer service! Zero transparency! The way they treat us immigrants is so humiliating

The USCIS website is pretty straight forward and can help with 99% of my questions. I gave USCIS a call as I would like to speak to a live representative on a I-90 application, which the automated voice either couldn't understand or hear me and so would hang up. I attempted a total of 3 more times, using slightly different verbiage but again the automated voice would hang up. I don't mind automated voices, but others that I have used, know what to do or at least transfer me to a live representative, if there are multiple failed attempts for them to help me. I then decided to use the live chat function, which was quicker and more useful. I was able to connect to a live representative quickly. I spoke to her that I wanted to inquire about a possible refund for my grandmother's I-90 application/residence card. The residence card was just recently issued and was being shipped to my grandmother's address. Unfortunately, I told the live representative, Sheila H., that my grandmother passed away 1.5 weeks ago and so no longer needed her residence card. Sheila told me that there is no refund, not even a partial one (I inquired if partial was possible). She provided the Refund Policy, which I understood. I expressed kindly that I wish the Refund Policy would include rare situations like mine, but I understood it and thanked her. She responded with 'No Refund', which I responded that I understood her. Just was a bit annoyed that she didn't comprehend that I understood the policy and wasn't continuing to ask for a refund... Thus the low rating...

Paid thousands in fees for my visa processing. USCIS set impossible deadlines then provided no online access code to submit electronically. Called multiple times, different answers every call. Website constantly broken. MyUSCIS system doesnt work.

Shipped response 3 days early with guaranteed overnight delivery. Carrier failed on deadline day. USCIS refuses accountability for third party failures beyond applicant control. They demand perfection but provide zero support when their systems fail.

SYSTEMATIC PROBLEMS:

Website crashes during critical submissions. Forms dont save. Account access is broken. Phone system designed to prevent human contact. Customer service cant answer basic questions. Processing takes years beyond estimates. Zero transparency on case status.

PREDATORY FEES:

Premium processing costs thousands then takes just as long. No refunds when they miss timelines. Pay again if denied for arbitrary reasons. Billions collected annually while providing 1995 level technology and service.

REAL IMPACT:

Careers destroyed. Families separated for years. Lives in limbo. Businesses shut down. All because USCIS wont modernize basic systems or provide reasonable customer support.

Every other developed country processes immigration faster with better technology. USCIS is deliberately inefficient while extracting maximum fees from people trying to follow the law.

Avoid any immigration pathway requiring USCIS if possible. This agency is fundamentally broken with zero interest in reform.

The Contact Center is unreachable. Emma chatbot is useless. The phone system is a maze designed to prevent human contact. No email support. No accountability.

I attempted to file my visa online as USCIS encourages. Their system requires an "Online Access Code" that was never provided to me. I submitted a service request asking for the code.

USCIS response: "We are not able to provide the information you have requested. It is not clear that you are the applicant."

I AM THE APPLICANT, The beneficiary. MY immigration case. MY visa. MY legal status. I submitted proof of being the applicant along with passport and details. And USCIS tells me they cannot confirm I have "any action pending" - while I'm holding their own notice with my name on it.

Their response literally says "This mailbox is not monitored for incoming messages. Please do not reply."

So I cannot file online because they never sent me access codes. I cannot get help because they claim they cannot verify I am myself. I cannot reply to their message. And when I mailed my response via FedEx, their building was marked "closed" by the carrier even though federal offices operate normal business hours.

USCIS collects $2,840 in fees (filing + fraud prevention + premium processing) then makes it impossible to actually complete filings. They create bureaucratic obstacles at every step, provide no support when issues arise, and hide behind Privacy Act excuses when you try to resolve problems with YOUR OWN CASE.

This agency serves no one. They collect fees, create obstacles, and blame applicants for systemic failures.

Quite possibly the worst folks you can speak to. They will either disconnect with you without answering your question, disconnect immediately after their answer without allowing you to ask for clarification, or they just ignore what you have to say and force you to repeat yourself constantly. I've had luck with maybe two out of twelve people, and the help was mediocre.

Some folks with government jobs are far too comfortable being awful people. They couldn't care less, because there's nearly no consequence to their behavior. It's a disgrace.

My family has been here 4 times. 1st interview for 2 year green card. 1st time was May 8, 2019. 2nd interview for 2 year green card. October 2022. 3rd interview for 10 year green card. My mother interviewed for US citizenship and became a US citizen on the same day. 4th time was January 24, 2025. I interviewed for US citizenship. US passport. The staff here is very polite uscis santa ana my family 4 interviews first green card interview first time 2 years may 8, 2019 office Vietnamese named quynh second green card interview 10 years october 2022 office white american woman third time my mother us citizenship interview march 21, 2023 office white american man my mother passed citizenship interview march 21, 2023
became a us citizen on the same day march 21 year 2023 fourth time i us citizenship interview january 24, 2025 office woman white american i passed the us citizenship test

USCIS Processing Delays & No Transparency

It is impossible to get a clear answer when your case is delayed and you want to expedite, yet they don't seem to find a unique situation as unique to process an application. I've applied four times with exceptional information and clear evidence of proper cause for my case to be expedited, but all I got were automated replies.

I-765 Application for Employment Authorization is supposed to take 3 months for 80% of cases, but it's been 3.5 months already. They aren't explicitly saying how long it will take, and this is a big issue for employment.

The premium processing fees feel like nothing more than legal bribery, forcing most applicants to pay extra as time is running out. The lack of transparency and clear communication is incredibly frustrating and unprofessional. We deserve better treatment and answers.

It is impossible to get a clear answer when your case is delayed and you want to expedite yet they don't seem to find a unique situation as unique to process a application. I applied 4 times with exceptional information with evidence of proper cause for my case to be expedited but all i got is automated replies.