The Ombudsman recommends USCIS provide an option for users to talk to a center representative immediately after reaching the main menu of the toll free number of USCIS. If this recommendation is adopted, it would help a lot.
Any one who has ever used the USCIS toll-free hotline would have frustrating experience to tell you. I still remember the first time I called that hotline, I had waited for over 45 minutes before connecting to an agent. In the last year or two, the waiting time had been significantly cut. Last time when I called I had to wait for about 3 minutes.
Despite this improvement, one thing I do not understand is why we cannot have an option to choose to talk to a representative in the main menu. A lot of times I have to randomly choose an option and either press the wrong button or ignore the instructions before I get connected to a USCIS representative.
Although I hope this option to immediately connect to an officer will come true, I hope users of the toll free hotline will not abuse it. If users want to find out their case status or have simple questions answered, I hope they will utilize the website of USCIS and find out the answers to their questions there. This will help maintain the efficiency of the hotline and allow those who really need the assistance of a representative to get help with the shortest amount of time possible.
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