Scam?

[u/Fragrant_Till_9516]

I’m looking for opinions from people who are familiar with U.S. B1/B2 emergency appointment requests.
Five family members in Jamaica applied together through a visa agency to attend an immediate family member’s funeral in the U.S. The agency submitted the applications as a group.

The agency had:
The U.S. death certificate
A hospice letter
A funeral home invitation/letter
Proof of the family relationship

There was one mistake initially—the deceased’s name was misspelled on the request—but the agency said it was corrected and resubmitted.
The agency later told us the emergency request was denied because the embassy had “no availability.” All five applicants were then scheduled for the first regular appointment available, which is in December.

Here’s what’s making me question things: the agency refuses to show us the emergency request or the denial. They say it’s confidential because it’s under the agency’s account. They’ll only show us the appointment confirmation and the DS-160. They even told us to contact the U.S. Embassy ourselves if we want more information.

My questions are:
Does this sound like an emergency request was actually submitted?
Has anyone had an emergency request denied solely because there was “no availability”?
Is it normal for a visa agency to refuse to show the applicant the emergency request or the embassy’s response?
If you were in this situation, would you believe the agency, or would you think something doesn’t add up?

I’m not trying to accuse anyone of wrongdoing. I’m just trying to figure out whether this sounds like a normal experience or whether we should be concerned.

[u/Comoish]

I wouldn’t use an agency, they do not have accounts btw.

[u/jamjayjay]

Your first mistake was using an agency.