My mother is in the process of obtaining a B2 visa...

My mother is in the process of obtaining a B2 visa with them and they told her to send in her passport to grant her the visa. However, the embassy has not returned her passport for over 3 weeks and every time we call, they just deflect and or hang up! How hard can it be to add a stamp on a passport and return it?! Also, how hard can it be to be nice to people who have questions about their visa status?

For future visa matters, I will probably work with another german-american embassy in Germany (as they have several). Disaster and the worst customer service. DO NOT START YOUR VISA PROCESS WITH THE BERLIN EMBASSY! GO TO ANOTHER ONE!