US Citizenship & Immigration Service International Customer Service

While there are a variety of reasons people contact the US Citizenship & Immigration Service, the most common calls seek assistance with immigration forms, status updates on naturalization/visa applications and appointment accommodations. The automated phone system begins with a statement that your call will be recorded, then dives into specific reminders regarding eligibility for work permits and new processes for family reunification. Callers interested in these options are directed to the website to access the necessary forms and application process. 

These announcements take up about two minutes of your time before you're asked to speak in phrases or complete sentences with your specific request. There is no initial menu of options, so you'll need to say keywords such as immigration help, make an appointment, check application status or change address. These words will direct you to additional choices that narrow down the exact person and department to reach. I sought information regarding citizenship applications and was transferred to another department that suggested I visit the website for specific details. This can be a cumbersome process as I was transferred two different times.

If you're unable to find the answers to your questions, you can request to speak with a representative. However, at this point, the automated system indicated the department frequently experiences a high call volume and to expect longer wait times. It's recommended to visit the website where you can also select the option to converse with a virtual assistant. Through this method, you can check your case status, ask immigration questions or be provided with the exact forms to complete. I found this online support very efficient since it took about 20 minutes for a customer service representative to become available. 

The representative was helpful but mostly said the website was my best resource for citizenship applications, including the direct links to necessary paperwork. She remained on the phone while I found the citizenship tab online and began reading through the eligibility requirements. You can file for citizenship online rather than print out forms, but you must create an online account with the US immigration department. The representative also explained that a step-by-step application process video is accessible on the website. 

The 25 minutes on the phone didn't seem like an efficient use of time, especially when most of that was spent navigating the automated system. In addition, live customer support is only available during the week from 8 a.m. to 8 p.m., so be sure to call on a weekday if you do need to reach someone. However, the phone system is available 24 hours a day for limited services, including checking your application status. To make the call more effective, it's best to have all personal information and documents on hand.