Closed Case Inquiries

When a call is received in reference to a closed case, inform the caller of the date that a certification or a rejection letter was issued.

If the certification or rejection was printed within the last two weeks, inform the caller to wait the two weeks and call back after the two-week period has ended if the certification or rejection was not received.

When it has been more than two weeks, but less than 60 days, and the inventory is current:

Reprint the certification.

Expedite the mailing of the certification.

Inform the caller of the reprinting of the certification and that it will be mailed expeditiously.

Note the actions taken in the Remarks section on the United States Residency Certification (USRC) Database. For guidance on entering remarks, proceed to the Remarks Procedure.

When it has been more than 60 days but not more than 120 days since the printing of the certification or rejection, you must notify your manager or lead and process according to their instruction. For example, if the applicant states they haven’t received the certification or have lost it and they haven’t requested another copy during this time, reprint it. If over 120 days, applicant needs to submit a new application.