All documents were submitted to visa HQ, visa specialist didn't check it properly and confirmed that all is fine, then asked us to ship the originals, that what we did, but it appears that our passport wasn't signed. So they shipped us the passport back using our pre paid shipping label. I called them and asked if we should pay for shipping again, the answer was NO. Then when visa was issued they called us and asked us to pay again for shipping. When we said that it was unprofessional to ask us paying for their mistake (we've also lost a lot of time because of this), the answer was: you have another option to pick it up in Washington DC (we live in Florida btw). We were their clients for more than 8 years. They really don't care about their clients.