So my family and I have been instructed by the NVC welcome letter to mail our documents in, here are the exact sentences "Submit financial and supporting documents in one package to NVC. NVC's mailing address can be found at https://nvc.state.gov/mail."So accordingly our attorney mailed our documents a while back.
I have called to check on our case (because it would be faster than telling the attorney to call as our attorney is on vacation) because our documents should be reviewed last week according to the NVC time frame website and we got no updates at all. After waiting for 1 hour and 30 min a representative answered but only to tell me that we were supposed to electronically process our documents and that they have no updates, nothing. I told them that the welcome letter said we should mail and we didn't even have an option to upload in CEAC just to do the DS-260, yet still, nothing and they said that we were supposed to use an email which is [NVCelectronic@state.gov](mailto:NVCelectronic@state.gov) to upload.
We have emailed our attorney still waiting for a reply when he is back from vacation. But I'm curious how could they just straight-up misinform us or was this representative just clueless and I should call again with a different one? I don't know what we should do, we obviously don't want to wait again for a mistake from their side. Did this ever happen to anyone before? If it matters, this is an EB-5 visa.
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source https://www.reddit.com/r/immigration/comments/nkj5gg/nvc_flat_out_lied_to_us_what_should_we_do/