When it goes wrong, it can really go wrong

You're right, the link to the relevant form for AR did go to the PBS visas.

I've just searched and found this post from February 2017 and how they resolved it.
http://britishexpats.com/forum/citizenship-passports-spouse-family-visas-uk-196/serious-cockup-sheffield-891376/

Or you have lyonaria's post to follow.

Sirius, the people in that post used one of the couple's employer's lawyer to get this worked out. Unless the OP wants to pay for a lawyer, I would email UKVI with all the pertinent information and ask them to have someone look into it.

And get your MP involved after waiting the required number of days for a response.

Sirius, the people in that post used one of the couple's employer's lawyer to get this worked out.

No. She said they called the enquiries line themselves and received an escalation to look into the problem. They had filed a complaint themselves.

She said the husband's employers immigration solicitor couldn't call directly as they had already filed a complaint. Instead they called the British Consul in NY who then called Sheffield.



She then goes on to say that just a few working days after her complaint, she  was receiving requests for documents and she states what these were.

Then she says how she paid for the IHS again as that had been returned to her on the refusal and how she now has her 30 day vignette.

http://britishexpats.com/forum/citizenship-passports-spouse-family-visas-uk-196/serious-cockup-sheffield-891376/

Man they truly are the worse! Hope it gets resolved quickly. The worst part is a delay bc of their error I think a refusal is hard enough but if it wasn't because of your mistakes that is so much more annoying.

Katoo,Lyonaria has given you exactly the right steps.

I would get your husband's MP involved ASAP as well.

You really did get the drunk janitor, didn't you?!   

No. She said they called the enquiries line themselves and received an escalation to look into the problem. They had filed a complaint themselves.

She said the husband's employers immigration solicitor couldn't call directly as they had already filed a complaint. Instead they called the British Consul in NY who then called Sheffield.



She then goes on to say that just a few working days after her complaint, she  was receiving requests for documents and she states what these were.

Then she says how she paid for the IHS again as that had been returned to her on the refusal and how she now has her 30 day vignette.

http://britishexpats.com/forum/citizenship-passports-spouse-family-visas-uk-196/serious-cockup-sheffield-891376/

Siruius, you know the enquiry line is a bunch of BS, that had nothing to do with it. All they ever do is say they're 'escalating the case' and give incorrect information. 

They then spoke with the company lawyer who called the NYC British Consul who called Sheffield and I guarantee that that's what got the ball rolling. After the lawyer called they started getting email requests.

Either way. I would start drafting your email and send it on Sunday so they have it first thing Monday morning. Include all the details!

What email address should I send this email to?  My only email correspondence from them says automated, do not reply.

Thanks,
Kate

What email address should I send this email to?  My only email correspondence from them says automated, do not reply.

Thanks,
Kate

I was out walking the dogs and we're making dinner at the moment.

I'll see which one's I've used. There are two different ones.

Please let us know any updates. My heart goes out to you.

By the way, what is the required number of days to wait before asking for help from the MP?

There isn't any. But it's best to have at least made an effort yourself before getting an MP involved.

It's kind of like not going to a manager without at least trying to work it out with someone yourself first.

What email address should I send this email to?  My only email correspondence from them says automated, do not reply.

Thanks,
Kate

So the email addresses I have contacted them and been contacted at are:

VisaSheffield@homeoffice.gsi.gov.uk
or
VISAINFO.SHEFO@fco.gov.uk

Which one is best guys?


You could also make a complaint directly through to the HO.
https://www.gov.uk/government/organisations/home-office/about/complaints-procedure

public.enquiries@homeoffice.gsi.gov.uk

Please let us know any updates. My heart goes out to you.

By the way, what is the required number of days to wait before asking for help from the MP?

Completely agree with Lyonaria.  I would add any extraordinary event as well.  If they are outside their service processing standard times (and yet others who have applied at the same time have been getting answers), if you get a communication from them with incorrect information, or this case where they seem to have mixed two files together.  Something abnormal!

Here's my draft email, please tell me what you think:

To whom it may concern:
I received the attached refusal letter (Visa Pg.1, Pg. 2, and Pg. 3) on Friday, 31 March 2017.  Please see the reason for refusal.  There seems to have been a clerical error of some kind.  It mentions my two year marriage that took place in Pakistan.  I was not married in Pakistan, nor have I ever been to Pakistan.  I was married to my U.K. Citizen husband in California over 20 years ago.  As evidence I have attached my marriage certificate.

I am asking for someone to review my application, since clearly, there is an error.  Please let me know what next steps I need to take to get this cleared up.  I am happy to resend any documents you need, along with my passport.  If you have any questions, please do not hesitate to let me know.  I am anxious to clear this up as soon as possible, as my husband went to the U.K. on 23 March 2017 and I want to join him.

Kind regards,

Sounds good.  I'd add in your reference number for your application.

I'd also underline and bold the Pakistan/California bit.  I think it's wise you are keeping it short, but I'd still try to draw the eye immediately to the crux of the problem.

Keep us posted!  We are all on your side.

I agree with KFDancer. You need your reference number so they can easily access your application.

It's short and to the point. I would probably open up with the problem rather than telling them to look at your refusal as they don't know why they need to look until later. And without clearly stating the problem right off your email may not get the priority it deserves. (I know I deal with difficult things first, to get the ball rolling on them. Then do the easy ones.) I've got a really strong background in customer service. Make it easy for them to help you. 😊

So I already got an answer and we have to reapply.  Although we have joint everything which was well documented, we didn't have any pictures together, correspondence, emails etc.  They weren't satisfied that we have a valid marriage.  We don't have letters or emails, we lived together for heaven's sake.  Do you think envelopes with both our names, paperwork showing we owned and lived in houses together would do the trick?

They attached my correct refusal.

So we go again.

Kate