They have never had a good reputation here. Many businesses here in Argentina are very slow to respond to customers. If you provided details of your case and they feel they can't help you, maybe they didn't bother to respond. Most professional people in the States will also respond back but this isn't always the case here. I would guess that is it. If you don't qualify under traditional ways to get residency here they might not have bothered to respond.
Yes I noticed this here. Worst customer service out of any country I have been to! I have read many posts online and other forums and all seem to complain.
I just read this post on another board. I did email Celano but didn't hear back. U.S. Embassy is confirming that many Americans are complaining about this. This new President should fire all these bad workers and hire new ones that want to work.
"My two cents is, for the time being, don't waste your time and money with an immigration lawyer. I used Celano ($1,500 USD) for my first residency visa many years ago and everything went well. Afterwards, I did the trámite myself and although difficult, it eventually got done.
Currently, something seems to be systematically dysfunctional with Migraciónes. After a year of stasis, I decided to use two (useless) gestores and I made a few inquiries to equally useless 'immigration' attorneys. Despite cost not being important, nobody made any effort. It was as if they knew that working with Migraciónes is futile. So, with no criminal record and two sources of federal income my Radex status has been all green check marks and "in the process of Supervision" for well over a year. All they do is renew the precaria. I'm on my 9th.
I made the first bank deposit as required, but not having received the visa / DNI as a result of doing so, I won't make any further deposits unless told to do so. I'll just stay here as Dr. C. Rubilar suggests and simply pay an overstay fee if and when I decide to leave.
Just play the long game with them via Radex as others suggest. Because Migraciónes at this point is beyond dysfunctional and the U.S. Embassy told me as much three weeks ago. They said that many Americans are complaining.
Migraciónes is populated with Kirchneristas who have no love for Milei and after his staff cuts, I speculate that the remaining noquis / employees are doing even less work than before; dragging their feet. It's how petty and small they are.
Good luck and be patient"