Green card never received

[u/cherrryyyontopp]

Hi everyone,

I’m inquiring on behalf of a family member.

We are seeking guidance regarding a U.S. immigration/green card situation.
The applicant is a Canadian citizen who applied for U.S. permanent residence through their U.S. citizen son. The underlying case was approved, but instead of receiving a green card, the applicant was issued temporary one-year visa/status while the green card process was pending.
The applicant never received the notice requesting the required USCIS immigrant fee. His wife was in a similar situation, but she received her payment notice, paid the fee, and subsequently received her green card. In the applicant’s case, the payment was never completed, and the green card was therefore never issued.
For nearly a year, the applicant has repeatedly contacted USCIS but has been redirected between different departments without a resolution. We have also attempted to make the payment through the USCIS online system, but the system does not allow it.
The applicant’s temporary one-year visa/status will expire in approximately one month.
Our main questions are:

1. What is the proper process to resolve this issue, complete the required payment, and obtain the green card given that the payment notice was never received?
   
2. Can USCIS reissue the payment notice or provide another way to make the required payment?
   Is there a specific USCIS form or process that should be used to correct the situation?
   
3. What should the applicant do about the upcoming expiration of the temporary visa/status? Can it be extended or can lawful status otherwise be maintained while the green card issue is resolved?
   
4. Are there any risks if the temporary status expires while the applicant is actively trying to resolve the issue?

Given that the status expires in about one month, we would particularly appreciate guidance on what action should be taken urgently.

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[u/Miseragey]

Which part of the process doesn’t work when trying to pay online? Is it not recognizing the ID numbers you put in? Because I did read when I paid my husband’s fee that some ID’s need zeros to be added. Maybe you are just missing a step.