ALBANY, N.Y. (WRGB) — YOU PAID FOR IT– Frustration is growing across the Capital Region as some residents say they are waiting months — and in some cases years — for vital records they have already paid the state to receive.

CBS6 has reported on concerns surrounding the New York State Bureau of Vital Records since 2024, when a backlog of more than 11,000 genealogy record requests was disclosed. Now, some residents say delays extend beyond historical records and into certified documents they need for everyday matters.

These records — including birth, death and marriage certificates — are often required to obtain driver’s licenses, passports, medical insurance and to manage estates.

Memory Burcalow submitted a request for a certified copy of her birth certificate on March 26, 2025. She paid nearly $80.

PREVIOUS REPORTING: New York State genealogy requests face massive backlog

“It has been almost a year,” Burcalow said. “I put the request in on March 26th of 2025.”

Burcalow said she needed the document to obtain a Real ID before her driver’s license expires.

“I knew that my license is coming up for expiration. I knew that I needed a Real ID, and I need a birth certificate to prove who I am,” she said.

Nearly a year later, she said she still has not received it.

In January, she reached out to VitalChek and inquired about her request. VitalChek is the vendor that receives the order for the Bureau to fulfill.

VitalChek responded to her email writing, “Unfortunately, the NY State Vital Records has not responded to the status request we recently submitted in regards to your order. We will submit another status request to emphasize the urgency of this matter. As soon as we receive a response, we will contact you with further details.”

“I feel like it is a scam. That I paid $79.50 for something that I’m not getting,” Burcalow said. “And not just me — I bet a bunch of others as well.”

Burcalow’s experience echoes concerns first highlighted in 2024, when CBS6 reported thousands of pending genealogy requests.

One of those individuals was Nancy Langlie, who requested genealogy records in April 2021 and paid a $22 fee. Nearly five years later, she said she still has not received the document.

“I have not,” Langlie said when asked whether she ever received the record.

Langlie confirmed the request was submitted in April 2021 and that she has not received a refund.

CBS6 contacted the New York State Department of Health, which oversees the Bureau of Vital Records, seeking updated backlog figures and information on how much money the state has collected from applicants still waiting on records.

The department declined an on-camera interview but said in a statement,

“The Department is committed to improving vital records access. Thanks to Governor Hochul, the Executive Budget includes $7 million to launch an effort to digitize archival records for genealogical and other non-digital records requests and increase program staffing to address the significant backlog and better serve New Yorkers.”

Early in 2025, State Health Commissioner Dr. James McDonald said modernization efforts were underway.

“If we digitize more, we can actually get things done more efficiently,” McDonald said at the time.

In March 2025, CBS6 reported that the bureau had a backlog of 11,830 unanswered genealogy requests.

CBS6 asked the department how many requests are currently backlogged. As of publication, the department had not responded.

CBS6 also asked how much money the state has collected from people still waiting on records. That question has not yet been answered.

After CBS6 spoke with Burcalow and contacted the Department of Health, she said she received from VitalChek offering her a refund.

For certain records, including birth and marriage certificates, residents may also request certified copies from the local municipality where the event occurred. Both Burcalow and Langlie said they ultimately obtained their documents that way, receiving them within weeks.

CBS6 will update this story if the Department of Health provides updated backlog figures or additional information.