USCIS Service Center Inquiry Instructions - Aug 2009
Posted Aug 21, 2009
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The USCIS issued instructions (PDF 32.7KB) August 6, 2009 on how to follow up on cases pending at the USCIS service centers. These instructions should be followed by individuals and organizations inquiring about timelines and generic information. One should NOT rely on general information from the government for legal options, analysis of a particular situation, or advice on how to proceed in a particular immigration case.
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First Step : Call NCSC's Toll-Free Number
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The first step in the instructions is to call the National Customer Service Center (NCSC) at their phone number (1.800.375.5283). It is necessary to have the USCIS receipt number and other case-related, identifying information in order to make such inquiries.
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It is suggested that one keep the name and/or ID number of the person with whom s/he speaks, as well as the date and time of the call. One should also keep any service request referral number, if there is action taken on the case.
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Second Step : eMail Service Center after 30 days
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If the NCSC has not been able to resolve the particular matter within 30 days, then it is possible to send an eMail to the service center that has the case. In order to use the eMail service, it is necessary to have the information regarding the initial call to the NCSC; that is, the name and/or ID number of the representative, date and time of the call, and the service request referral number. If no service referral was made, it is necessary to indicate why the NCSC did not take this action.
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The eMail addresses for this purpose are as follows:
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California Service Center : csc-ncsc-followup[at]dhs.gov
Vermont Service Center : vsc.ncscfollowup[at]dhs.gov
Nebraska Service Center : ncscfollowup.nsc[at]dhs.gov
Texas Service Center : tsc.ncscfollowup[at]dhs.gov
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Third Step : eMail to USCIS Headquarters
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If there is still no resolution in the case after 21 days of sending the eMail described in step two, it is possible to eMail the USCIS Headquarters Office of Service Center Operations. This eMail address is SCOPSSCATA[at]dhs.gov. The USCIS promises a response to these inquiries within ten days.
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Conclusion : General Information No Substitute for Legal Advice
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Potentially, the case follow-up procedures can be helpful for many situations. Each step requires a waiting time, however. In some situations, such as case denials with time-sensitive deadlines, it is not advisable to wait for NCSC action. There are deadlines (often only 30 days and sometimes 15 days) for challenging certain USCIS decisions. If a case is denied, or if one encounters serious problems otherwise, it is necessary to obtain proper legal advice and not assume that a call to the NCSC is all that is needed.
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It should be noted that calls to the NCSC are answered by individuals who provide general immigration information based on scripts. Responses to one's inquiry should be considered only as a general guideline, and not as a substitute for proper legal advice. We at the Murthy Law Firm sometimes speak with individuals who wish to make an immigration filing, because they think that the NCSC told them they could do so. They may have been told that, in order to do what they wish to do, it is necessary to file a certain form. However, NCSC does not evaluate whether one is legally eligible to file, whether it is the correct procedure for that individual or family, or if other considerations exist that may completely change the equation. Speaking with a knowledgeable lawyer for case-specific, individualized advice as to one's immigration options is a safer and, actually, much less expensive option in the long run. The NCSC should be used for case follow up and general immigration information only.