Customer Service Is What We Do
Reading Time: 1 MinuteLast Updated: August 19, 2021
Social Security has been in the customer service business for more than 81 years, and with Customer Service Week, October 3-7, at hand, it is an exciting time to share the importance of this long-standing tradition.
“My experience with SSA has always been positive.”–Edward M.
This week focuses on commitment to excellence in service. Many of you rely on us for our programs and services. While much of the assistance we give is during the most critical times in your life, it is our belief that with every interaction with us you deserve professional, courteous, and compassionate service.
Times have progressed from 81 years ago, when most customer-to-employee interactions were in person. Today, part of your changing needs is the convenience of quick and secure online service options to conduct your Social Security business. Whether you are home or on the go, you can visit www.socialsecurity.gov to use our many online services. And we are committed to customer choice, so you can always come see us in the office or call us on our 800 number.
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Tags: online services
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Doug Walker, Deputy Commissioner, Communications
Deputy Commissioner, Office of Communications
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JAN M.
January 2018 Review (I am Mother & Payee) for disabled adult daughter’s account. Jasmine, at the SS San Rafael, CA office was not only continuous, but many times accused me of being “agitated’ & “defensive”. I politely explained that I was “frustrated” with my disabled daughter’s paid aid, not mailing in pay stubs from 5 yrs. ago. Because she repeated the same phrase, I suspect it was a result of her “training”. This is not how people are to be treated. What happen to common courtesy & empathy? Finding a positive & caring solution? Jasmine is not an asset. She is a demeaning angry person that gives the SSI a bad image.
R.F.
Please accept our apologies, Jan. We have referred your complaint to our Operations staff to follow up and to take corrective action as necessary. We appreciate your feedback, and thank you for bringing this to our attention.
Daniel W.
This is only talk unless you actually deliver customer service. I have called my local office’s general number and gotten good customer service. But when I need to talk to an individual I have been referred to, three different times I’ve called, since I went on Disability, and 1: they never answer their phone, 2: they have never called me back, ever. Been waiting for 2months for a call back.
GERALD G.
I’ve waited on the phone twice today to speak to someone; first for 50 minutes and then for over an hour; when it did seem like someone would answer, I got a busy signal. Can someone call me about my application? my number is 210-658-2494
R.F.
We’re sorry that you had difficulty reaching someone by phone, Gerald. We may have been experiencing higher than normal call volume.
Unfortunately, and because of security reasons we do not have access to personal records in this blog and cannot provide information on the status of your application.
Generally, you will have a shorter wait time if you call later during the day or later in the week. Representatives at our toll-free number, 1-800-772-1213 (TTY 1-800-325-0778), are available Monday through Friday, between 7 a.m. and 7 p.m.
You can check the status of your application using your personal my Social Security account. If you are unable to open a my Social Security account, you can still call 1-800-772-1213 to check your claim status by using our automated system using the confirmation number you received when you filed your claim. We hope this helps.
Thanks!
Peter R.
I cannot access my account and need a replacement SSA-1099. How d I get the 2017 statement. Peter Ruzycki
1 Fairway Trail Sparta NJ 07871
973-903-7030
R.F.
The SSA-1099 showing the amount of benefits paid during last year and the amount of any voluntary Federal tax withheld, is mailed by January 31 each year. You can only get a replacement form SSA-1099 beginning February 1st, using your personal my Social Security account. Thanks!
Beverly K.
I have tried to talk to a rep for three weeks at all times and have never had less than a 1 hour wait. I want to know what my direct pay benefit will be. You have your 2% cost of living, the fact that Medicare B gets taken out, the fact that IRMA is taken out and so I can’t figure out my total monthly benefit. I don’t want to leave my number in an e-mail. This will be the fourth week that I am trying to speak to someone and get this information. How can this be accomplished. Beverly Rosen
R.F.
We are sorry to hear you’re having difficulties reaching one of our representatives by phone. We can understand your frustration.
Sometimes we experience higher than normal call volume. Generally, when calling our toll free number at 1-800-772-1213, you will have a shorter wait time if you call later during the day or later during the week. Our representatives are available Monday through Friday, between 7 a.m. and 7 p.m. We hope you try again. Or you can contact your local office directly. Thanks.
Victoria M.
I have recently moved to another state and have also relocated\ my bank account to where I’m living. How do I go about changing this information? I’ve had to move because I have Alzheimer’s and need my families help now days. I need to know how to change this information.
R.F.
Thank you for contacting us, Victoria. Please visit our Frequently Asked Questions web pages on how to change your address and how to update your direct deposit information.
Also, if you need help managing your Social Security benefits, please consider having a Representative Payee.
A Representative Payee is different than having “Power of Attorney”. It allows the representative to update information on your Social Security records. When friends or family are not able to serve as payees, Social Security will consider qualified organizations to be representative payees.
Please call our toll free number at 1-800-772-1213 for further assistance. Our representatives are available Monday through Friday, between 7 a.m. and 7 p.m. Or visit your local Social Security office. We hope this information helps!
Kenneth B.
Please call me, I lost my SS card and I need a replacement. I am Kenneth Bijon Stewart, *** – ** – ***. My cell # is 806-577-1746.
R.F.
Hi kenneth, to see if you’re eligible to apply for a replacement Social Security card online or to learn more on the process and what documents you will need to get a card, please visit our “New or Replacement Social Security Number and Card” web page.
Just a reminder – Please be cautious about posting personal information on any social media channels. Thanks!
brenda b.
my name is brnda brooks and the last four digits of my ss is 9123.
On Nov. 3rd 440 was taken out of my check leaving me 520 to pay all my bills. They said it was for paying part D of medicare. They said i didn’t have medicaid but have had medicare 20 yrs. Any the money they took out was for paying medicare part D. They too out payments doe sept., Oct., Nov., and December. I was supposed to receive a refund in or before, and I am going in my 90 days this month and still no refund. I only get 966.00 and have been negative on some accts. since this happened. There should that one half of a check is means for suing . I NEED my money and will have to go to serious means if that money is not refunded this month..
thank you, Brenda Brooks
4300 hwy 22 #173
Mandeville, LA 70471
R.F.
Hi Brenda. Unfortunately, but for security reasons, we do not have access to personal records in this blog. Under these circumstances, you need to continue working with your local office. If you are unable to visit the local office, you can call our toll free number at 1-800-772-1213. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m. Generally, you will have a shorter wait time if you call later during the day or later in the week.
Just a reminder – Please be cautious about posting personal information on any social media channels. Thanks.
Penelope W.
I have been on hold for 2 hours after been on hold for hour and 15 minutes and getting disconnected without being able to speak to anyone and your office is now closed so I am unsure if my call will be eventually connected or if supposed to hang up now and try again tomorrow. I’m truly fustrated and cannot find an answer either.
R.F.
Hi Penelope, we’re sorry that you had difficulty reaching someone by phone. We may have been experiencing higher than normal call volume. Remember, many services, including applying for retirement, disability and Medicare benefits, requesting a replacement Medicare card, reporting a change of address, and creating a my Social Security account, are conveniently available anytime at our website.
If you have a general question, we encourage you to ask here. But remember, never post personal information on social media channels.
Representatives at our toll free number (1-800-772-1213), are available Monday through Friday, between 7 a.m. and 7 p.m. Generally, you will have a shorter wait time if you call later in the week. Thanks!
Edna M.
Need to talk with someone regarding my disability income. No return emails, no return phone calls. Very long waits on telephone. What can I do?
R.F.
We apologize for the long wait, Edna. We may have been experiencing higher than normal call volume. Generally, when calling our toll free number (1-800-772-1213 / TTY: 1-800-325-0778), you will have a shorter wait time if you call later during the day or later in the week. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m.
If you have a general question, we encourage you to ask here. But remember, never post personal information on social media. Also, you can create a my Social Security account to manage your benefits. We hope this helps!