The dream of returning to Cuba after more than two decades turned into a frustrating ordeal for Mercedes de la Rosa, a 73-year-old Cuban resident of Palm Bay, Florida. De la Rosa’s experience highlights the difficulties faced by many in the Cuban diaspora attempting to navigate the complex process of obtaining official documents from the island nation.
De la Rosa paid nearly 300 USD to process her Cuban passport through an agency in southern Florida. Despite waiting for over a year, the document never arrived. “They guaranteed me the passport would be back within six months to a year,” she recounted, having contracted the service in with the hope of reuniting with her homeland.
The initial payment for the service was 292 USD. De la Rosa explained she chose to use an agency to avoid complications and expedite the process. For the first six months, she waited patiently. When that initial timeframe passed, she began calling for information, and the inquiries continued for a full year.
“It was always the same: ‘it’s in process.’ I never received a concrete answer,” she said.
Questions Regarding Citizenship
Amidst the prolonged wait, De la Rosa alleges she received an unexpected explanation. According to her testimony, she was informed there were issues with her Cuban nationality. “They told me I didn’t appear as a Cuban citizen. So I asked, ‘can I go with my American passport to Cuba?’ And they said no. So, what nationality am I?” she questioned, visibly confused by the response.
In —according to her account—the company communicated that the passport had been approved and would arrive in approximately one month. She decided to wait an additional two months, but the document never materialized.
“Give Me My Money Back”
After more than a year without concrete results, De la Rosa decided to cancel the process and demand a refund. “I said, ‘give me my money back. I’m not going to pursue the passport after a year and some change,’” she asserted.
Initially, she recounts, she was offered a partial refund of around 150 USD, a proposal she rejected as unfair. Faced with the lack of resolution, she filed a complaint with the Florida Department of Agriculture and Consumer Services (FDACS), the state entity that oversees commercial practices, among other things.
The agency responded to the authorities, claiming the delay was due to the applicant submitting a very old birth certificate. De la Rosa denies this was the issue. “Here is my birth certificate. I am 73 years old, of course it will be a little old, but We see legible and has the seal of the agency that received it,” she affirmed.
Intervention and Reimbursement
The case reached the investigative segment “Responde” of Telemundo 31, which contacted the company via email. In its response, the company stated that procedures handled with birth certificates generally take around a year, that positive identification of the client was completed in , and that the passport was in the issuance stage.
The company also indicated its willingness to reimburse the full service fee and return the passport to the Cuban authorities for cancellation.
following the media intervention, De la Rosa confirmed she received a full refund of 292 USD. “They gave me the money when Telemundo got involved,” she stated.
Although she did not obtain the passport that would allow her to return to Cuba, the woman says she feels relieved to have recovered her money. She now plans to seek another agency that offers greater clarity and guarantees regarding processing times.
The case underscores the difficulties faced by many Cubans abroad when managing documents with authorities on the island, processes that are frequently lengthy, costly, and lacking in transparency. The situation is further complicated by the ongoing economic challenges within Cuba and the complex relationship between Havana and Washington, which impacts consular services and travel regulations.
The broader context of Cuban emigration is marked by decades of political and economic hardship, leading to waves of departures, particularly to the United States. For those seeking to maintain ties to the island, obtaining and renewing Cuban passports and other documents remains a significant hurdle. The U.S. State Department currently advises U.S. Citizens seeking to travel to Cuba to be aware of restrictions and to plan accordingly, noting the limited capacity of the U.S. Embassy in Havana to provide consular assistance. (NBC News provides ongoing coverage of U.S. Foreign policy and travel advisories.)
Recent reports indicate increased scrutiny of financial transactions related to Cuba, potentially impacting the ability of individuals to send remittances or pay for services. (The U.S. Treasury Department’s 2024 National Money Laundering Risk Assessment highlights concerns about illicit finance risks associated with Cuba.) This adds another layer of complexity to the already challenging process of maintaining connections with the island.
The case of Mercedes de la Rosa is emblematic of a wider issue affecting the Cuban diaspora, highlighting the need for greater transparency and efficiency in the processing of official documents and a more streamlined system for Cubans living abroad to exercise their rights and maintain ties with their homeland.
