We receive many calls from frustrated applicants to the immigration process that have had their cases “lost” in the system, cannot find out what is happening with their case or have a case that has gone beyond the normal processing time frame.  Fortunately, US immigration allows you to track most cases on the Internet at USCIS On Line Case Status Service.  This has been a vast improvement over the old days.  You can even set up an account whereby they will e-mail you when there is action (good or bad) taken on your case.  This is not yet possible with overseas Consulates.  However, many are responsive to e-mails from applicants or attorneys (see links to US Consulates).  Customer service is an important goal of US Immigration, but it is not perfect.  If a case has taken 30 days or longer than the normal processing time (see USCIS Processing Times) you can call their customer service toll free number.  An operator will take your information and promise a response within 30 days.  Unfortunately, quite often, there is a one line non-responsive letter that you will receive in the mail to the effect that the case is under review and a decision will be rendered shortly.  In these types of frustrating cases, an attorney can be of assistance.  Generally, the US Consulates seem to be open to communication with attorneys.  Also, if an attorney is a member of the American Immigration Lawyers Association, he or she has an added method of obtaining a response to a pending case.  AILA (its acronym) has staff members in place whose job it is to have direct contact with officials at the various immigration offices to obtain reasonably responsive answers and to resolve simple and even complex problems.  As an attorney, I use this resource quite often and have found it to be very helpful.  In addition to this, many local immigration offices have privileges for attorneys only to meet in person and inquire about or resolve pending matters.  Aside from our existing clients, we have taken on a number of new clients whose only task for us is to use our resources to facilitate a resolution to their long pending case.  Nothing is impossible.