The USA has online tech support

My multiple calls to the Kazakh Embassy have been fruitless. Yesterday I was told to call back today. This morning, I was told to call back in an hour (when, according to the embassy website, the consular office would be closed). When I called back an hour later, I was told to call back in another four hours. Asking for a specific voicemail box doesn't work because the voicemail boxes are all full. In short, my passport (and possibly visa) are being held hostage in the Kazakh Embassy in Washington DC.


Undaunted (OK -- slightly daunted), I set about finding someone within my own government who could assist me. My first choice was the State Department, but their delightful automated call center had no option to press for "passports held hostage" and there was no option available to speak to a live operator. Same goes for the White House itself, and that is a shame because its switchboard used to be manned by friendly and courteous people. Back to the internet I went. Knowing that all government websites in the US end with the suffix .gov, I eventually found USA.gov, a website with the catchy slogan, "Government made easy." And, easy as could be, there was a link to chat online with a live person to get the sort of personal, individualized attention I wasn't getting from the automated numbers I was calling (to say nothing of the lack of attention -- if not misdirection -- I've been getting from the Kazakh Embassy).


One click and I was online with "Anthony O." Things did not go well:

Anthony O.: Hi, my name is Anthony O.. How may I help you?
Kevin : I need to know which I agency or department I can contact. I sent my passport to the Kazakhstan Embassy in DC on the 10th and applied for a work visa. Their website states it would take 3-5 business days to process. It has been 10 business days. When I call the embassy, I get the runaround (they tell me to call back later, or I get transferred to a voicemail box that is full).
Anthony O.: I can help locate some information on that subject for you. Please give me a few moments while I do some research.
Kevin : Thank you
Anthony O.: I suggest you contact the Embassy of Kazakhstan for information regarding the process necessary to file a complaint on them. Unfortunately, there is no United States government office that you can file a complaint with on a foreign government embassy in this country.
Kevin : But nobody in the embassy will take my calls!
Kevin : I do not wish to file a complaint. I wish someone to help me resolve the issue!
Anthony O.: You may also wish to contact your elected officials for possible additional assistance. I can provide you contact information for your elected officials as well, if your prefer.
Kevin : What about the state department? Isn't there someone in that agency to help in matters such as this?
Anthony O.: Unfortunately, no. There is no office in the U.S. to file a complaint with on a foreign government embassy.
Kevin : I DO NOT wish to file a complaint. I wish to resolve the issue. Are you telling me there is nobody in the government who can direct questions to someone in another government's embassy?
Anthony O.: That is correct.
Kevin : Wow. I didn't believe the United States government could be thwarted by an embassy on their own soil.
Anthony O.: I hope you find this information helpful. Do you have any other questions?
Kevin : You provided no information. You provided no help.
Kevin : My government genuinely has no interest/concern that a foreign agency has a United States passport in their possession and that agency refuses to speak to or respond to the owner of the passport?
Anthony O.: You may wish to contact your elected officials, or a licensed attorney for possible additional assistance. Would you like some contact information for either?
Kevin : So the answer to my previous question is "no"?
Anthony O.: This is the only suggestion that we can provide for possible additional assistance in this matter.
Kevin : Answer my question please: My government genuinely has no interest/concern that a foreign agency has a United States passport in their possession and that agency refuses to speak to or respond to the owner of the passport?
Anthony O.: If you are seeking an official statement in regards to your inquiry, I suggest you contact your elected officials. Would you like their contact information?
Kevin : I am not seeking an official statement. I am seeking a direct answer to my question: My government genuinely has no interest/concern that a foreign agency has a United States passport in their possession and that agency refuses to speak to or respond to the owner of the passport?
Anthony O.: That is a question that we cannot provide a general answer for. I suggest you contact your elected officials for an answer to your inquiry.
Kevin : And you honestly believe my senator or congressman will be able to assist me with an embassy?
Anthony O.: I suggest you contact them to see if they can provide any assistance in this matter. Would you like contact information for your elected officials?
Kevin : Sure. I live in Southern California. I'd like the phone numbers and e-mail addresses of every one of my elected officials.
Anthony O.: The following House.gov web site provides contact information for U.S. Representatives.
https://writerep.house.gov/writerep/welcome.shtml
Additionally, the following Senate.gov web site provides contact information for U.S. Senators.
http://www.senate.gov/general/contact_information/senators_cfm.cfm
Kevin : So, you won't even give me that information directly -- you'll direct me to yet another website(s)?
Anthony O.: I suggest you utilize the web links that I have provided you for assistance in locating the requested contact information that you are seeking.
Kevin : How much money do you make an hour? Or is it a salary position? I assume you have health care.
Anthony O.: Sorry, I cannot disclose any personal information.
Kevin : Apparently, you cannot disclose any information at all, personal or otherwise.
Anthony O.: Do you have any other government related questions that I can assist you with?
Kevin : Here... how about an easy one before I go: What is 2 + 2?
Anthony O.: I would be happy to assist you with a legitimate government inquiry. If you don’t have such a question, I will disconnect this chat session.
Kevin : Yeah, I guess that was too tough for you. You should know that, as is always the case with my government, you as its online representative have been no help at all.
Anthony O.: Since you do not have a government related inquiry that I can help you with, I will need to disconnect this chat session so I may assist other citizens with their inquiries. Have a great day. Goodbye.
Anthony O. has disconnected.

Government made easy.