Ugh. Frustrating experiance with CIC. Best way to contact them?

[GodSend]

A little background : Conjugal Family Class Sponsorship. Submitted Jan 2019. PA and 1 dependent (17 years old). Everything started fine. Received two separate forms in CIC Portal for Medical in early March. Medicals completed, Medical status now shows Medical Passed. Great.

Late March PA received biometrics letter in portal. There was no letter for Dependent. PA thought it odd, but proceeded to Biometrics scanning in Makati, Ph. While at Makati PH office they also informed PA that she should have received biometrics letter for son. We emailed (I don't recall the email address, but it was NOT through the portal) and received dependents biometrics request in portal several days later. Dependent went and performed biometrics no problem.

Current situation : As of now, PA and Dependent BOTH show a biometrics number, entry date, and expiry date in CRC portal. However, in the bottom section of the portal the Biometrics STILL reads "We have yet to receive your finger prints". Biometrics were collected over 2 months ago and enrollment date visible on cic portal also confirms this.

Problem : So I am not sure if this is normal or not, so we figured we sound use the contact form on the CIC portal to report the problem. We submitted the form with a CLEAR explanation of what we are seeing, INCLUDING screenshot that shows the PAs biometrics enrollment, the dependents biometrics enrollment, and the "We have have not received your fingerprints" status, all in one screenshot, highlighted using the snipper tool.

8 days later we received this :

"
Good day *PA*,

Thank you for contacting Immigration, Refugees and Citizenship Canada (IRCC).

We are sorry that you are experiencing difficulties using our online services.

In order to assist you, we invite you to write back to us using the IRCC Web form and include:

• Screen shots showing the full browser window, including the website address of your online account including:
  • the sections titled View the applications you submitted, Continue an application you haven't submitted and Account messages, and
  • all documents and information submitted with your previous request.

We will be pleased to answer your enquiry once we receive this information.

We hope the information provided is helpful in assisting you with your enquiry.

We would also like to suggest the following online services that might be helpful to you with any immigration, refugee and/or citizenship future requests:

• Download application forms and guides
• Change of address
• Check your application status
• Help Centre - To find answers, you may consult the different sections or type keywords related to your question.

Sincerely,

Guy Agent 1234
Immigration, Refugees and Citizenship Canada"

I'm not sure what "Guy" requires. It's their portal, whatever they need to look at can be retrieved on their end. I love that they need the website address. Can you not tell its from YOUR portal. Christ.

What a waste of time. We pay for this "service". Horrible.

 

[GodSend]

Sorry, I forgot to actually ask : Besides using that horrible online form, is there ANY other way to contact a live person to explain and maybe get an explanation. I don't want this holding up my application if its a problem...

 

[vampirepeach]

Sorry, I forgot to actually ask : Besides using that horrible online form, is there ANY other way to contact a live person to explain and maybe get an explanation. I don't want this holding up my application if its a problem...

1-888-242-2100 ext 2-1-0, you can talk to an agent

 

[bdidol]

You can send the msg in Twitter as well. Make sure you provide all information to verify the applicant.

 

[StephanH]

Sorry, I forgot to actually ask : Besides using that horrible online form, is there ANY other way to contact a live person to explain and maybe get an explanation. I don't want this holding up my application if its a problem...

We all pay for this service, no need to complain, do what they ask you. They're the immigration and they hold all the cards not you.

 

[glen1990]

We all pay for this service, no need to complain, do what they ask you. They're the immigration and they hold all the cards not you.

I don't think she's complaining. it's very clear that she provided everything the first time and still they ask to provide everything again. It's frustrating being in any situation where you feel stuck so I don't think it's fair to tell the OP to stop complaining. Yes we all pay for the service but if you go somewhere and don't get the service you paid for I'm sure as you will do a bit of "complaining" too.

 

[StephanH]

I don't think she's complaining. it's very clear that she provided everything the first time and still they ask to provide everything again. It's frustrating being in any situation where you feel stuck so I don't think it's fair to tell the OP to stop complaining. Yes we all pay for the service but if you go somewhere and don't get the service you paid for I'm sure as you will do a bit of "complaining" too.

Visa is a privilege not a right... If she's not happy with immigration Canada then she could get a refund and stop processing.

 

[GodSend]

I don't think she's complaining. it's very clear that she provided everything the first time and still they ask to provide everything again. It's frustrating being in any situation where you feel stuck so I don't think it's fair to tell the OP to stop complaining. Yes we all pay for the service but if you go somewhere and don't get the service you paid for I'm sure as you will do a bit of "complaining" too.

Okay, so you feel the system works well? You have a very VERY low standards.

 

[glen1990]

Okay, so you feel the system works well? You have a very VERY low standards.

did u read my reply. Where in there did I say I think the system works well?

 

[canuck78]

The reasonable application fee is a small portion of what it actually costs to process these applications so I think everyone can be pleased that they are not being asked to pay the actual cost and that the all taxpayers are subsidizing our applications regardless whether they ever use the service.

 

[GodSend]

did u read my reply. Where in there did I say I think the system works well?

Sorry, my response went to the wrong person.

 

[GodSend]

The reasonable application fee is a small portion of what it actually costs to process these applications so I think everyone can be pleased that they are not being asked to pay the actual cost and that the all taxpayers are subsidizing our applications regardless whether they ever use the service.

Yes, and as I am a born (not that it matters) in Canada resident of 42 years I have paid my share of taxes on top of those fees as well.

The system they have is laughable from a technical aspect. No ability to ask and track questions online. No ability to respond to the responses you get back.

Case in point : I filled out the requested form. 32+ business days ago. So much for that 28 day SLA. No response. Called the 1-800 number. Because the application is being processed in the Philippines they can't answer any questions, your only option is to use the form or email them.

I did manage to find out via this very helpful forum that I am not the only one with the "glitch", which is reassuring but also goes to show that the simple response of "We have received your query and reviewed your file and your Biometrics are complete even though the website status may not reflect it". That's all that was required.

 

[canuck78]

Yes, and as I am a born (not that it matters) in Canada resident of 42 years I have paid my share of taxes on top of those fees as well.

The system they have is laughable from a technical aspect. No ability to ask and track questions online. No ability to respond to the responses you get back.

Case in point : I filled out the requested form. 32+ business days ago. So much for that 28 day SLA. No response. Called the 1-800 number. Because the application is being processed in the Philippines they can't answer any questions, your only option is to use the form or email them.

I did manage to find out via this very helpful forum that I am not the only one with the "glitch", which is reassuring but also goes to show that the simple response of "We have received your query and reviewed your file and your Biometrics are complete even though the website status may not reflect it". That's all that was required.

Not arguing that the system needs updating but people on this forum admit to trying to contact IRCC almost daily. If there was a more direct way to contact people individuals would get emails daily from the same people and it would be impossible to deal with the constant communication. For example although people paid to send their applications via courier with signature and knew that it would be 6-8 weeks to receive AOR a large proportion of the PGP applicants called 1-2 weeks later to make sure they arrived and to confirm that the person who signed actually works there.