You absolutely have to make an appointment or you will wait on hold forever. I waited on hold an hour at a time for two days in a row. Once I got up there, my appointment was finished and I was done within 20 minutes! Of the two options that everyone has which is just walking in or MAKING AN APPOINTMENT, I would definitely suggest making an appointment. Like I said, I was in and out in 20 minutes!
You can go in there, but expect a wait. From what I have been told, middle of the week is the best time to go, the security guard keeps it well organized there.
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