Different levels of USCIS customer support

[cptfll]

Hi all,

I've been reading the forums and have seen a lot of posts referencing the different levels of customer support representatives - Levels 1, 2 and 3. Is there a page somewhere that details what each level is able to access?

Also, how do you move up to higher levels? Do you just ask to speak to a higher level representative, or do you have to ask for specific information that prompts them to transfer you?

Thanks in advance

[Minnesota]

The last time I checked the website and called in, I went through just about every single prompt possible and was unable to speak to a human anymore.

[UScitizenFilingforspouse]

Hi all,

I've been reading the forums and have seen a lot of posts referencing the different levels of customer support representatives - Levels 1, 2 and 3. Is there a page somewhere that details what each level is able to access?

Also, how do you move up to higher levels? Do you just ask to speak to a higher level representative, or do you have to ask for specific information that prompts them to transfer you?

Thanks in advance

I think there are a few paragraphs in the USCIS policy manual that describe that. Basically, level 1s see what you and I see online - processing times, case status. I suppose they're there to provide that information to folks that either do not have immediate access to a computer and internet OR simply aren't comfortable with technology. Waste of money - really.

[cptfll]

I think there are a few paragraphs in the USCIS policy manual that describe that. Basically, level 1s see what you and I see online - processing times, case status. I suppose they're there to provide that information to folks that either do not have immediate access to a computer and internet OR simply aren't comfortable with technology. Waste of money - really.

Yeah completely agree!

Thanks for the tip on the policy manual - I did a google search and found the below link in case anyone is interested. Looks like you can just ask to speak to a more senior person and they'll transfer you.

https://www.uscis.gov/policymanual/HTML/PolicyManual-Volume1-PartA-Chapter3.html

[UScitizenFilingforspouse]

Yeah completely agree!

Thanks for the tip on the policy manual - I did a google search and found the below link in case anyone is interested. Looks like you can just ask to speak to a more senior person and they'll transfer you.

https://www.uscis.gov/policymanual/H...-Chapter3.html

You're welcome! Yes, you can ask to be transferred to a tier 2. Typically, they're too busy to take the call, and the system schedules a callback for you. Just never say "supervisor" because then they will manually transfer you to a customer service supervisor. That happened to me once, and the guy did not have access to anything. He claimed he did but I asked him for specific info other Tier 2 and 3 had given me, and he did not see that on his screen. Kept trying to tell me the processing time.