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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Denise D.
I waited for an hour to talk with someone at the ss office when I finally reached someone and while he was helping me with my problem we got disconnected,now I don’t have the minutes to call back. How do I find out if he was able to help me resolve the problem?
R.F.
We apologize for the long wait, Denise and regret to hear that your conversation was not completed. We may have been experiencing higher than normal call volume.
Remember, if you’re receiving Social Security benefits, you can manage your benefits online at any time by creating a my Social Security account.
If after creating an account, you’re unable to verify whether the information on your record was updated, you will have to contact us again. Generally, when calling our toll free number at 1-800-772-1213, you will experience 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. Thanks.
Don S.
I signed up for SS 4 years ago but do not have Medicare benefits yet. How do I find out if i have already signed up for Medicare Part A?
R.F.
Thanks for your question, Don. If you are already getting Social Security retirement benefits, you will be enrolled in Medicare Parts A and B automatically (at age 65). However, because you must pay a premium for Part B coverage, you have the option of turning it down. Please call our toll free number at 1-800-772-1213 and speak to one of our agents to find out specifics about your Medicare benefits. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m.
Ariella M.
I called the number on the Social Security website today and was given a wait time of 1 hour. I am still currently on hold and it has been 1 hour and 15 minutes. I am calling because my taxes have been rejected 5 times due to my birthday being wrong in your system. I did some online research and found that this is a common issue. So, between the excessively long hold time for phone calls, and the technical issue with your faulty record keeping system, I feel it is safe to say that this agency knows nothing about customer service.
Javier G.
I have left a number of request for help with the on line account set up and have not heard from anyone. Calling your 800 number is impossible to get thru. I have not been able to complete from without your program suspending the attempt to enter information stating it does not recognize her name. Please call me 504-701-4372 so we can complete the task.
Joanne B.
My Deaf brother has been informed that he needs to repay SS $65,000 due to an error in 2015. At that time in 2015 he was overpaid by his employer. This error was not found until recently. How is it that he is only being told this now, after years of receiving benefits? There is no way he can ever repay that amount of money, let alone by a “due date.”
The few responses he has received from your agency have been off-putting at the very least and have definitely been uncaring to the point of being rude and dismissive.
He is a very private person and does not share such things with anyone unless he feels defeated. For obvious reasons he is angry and afraid. Can you help and how?
Kathleen F.
I have had the worst experience with Social Security’s Gainesville, GA office. Ms. Jolly told me to speak only with her, as I had received different information from several different operators. When I call to speak to her, she is NEVER available, and I cannot be called back, as I have a European phone number (I am an American citizen living abroad). I have called multiple times today, and have been refused, yelled at, and hung up on, as well as being told that I will continue to be hung up on if I call again. This is after having been told on Tuesday that they could actually call me on an international number – maybe. I have been dealing with this issue for nearly 15 years. I am appalled at unprofessional manner at this office. The manager speaks broken english with an accent so thick I can barely understand her.
Mary E.
this is the third time I have asked the same question
my husband passed away on9-10-2017, I am still waiting on his august social security check could you please tell me the status on this
R.F.
We are sorry for your loss, Mary. If a Social Security benefit payment is returned to us after the beneficiary’s death, you may have to complete a request (Form SSA-1724 / Claim For Amounts Due In The Case Of Deceased Beneficiary), to help us decide who should receive any payment due. Also, you should check to see if you’re eligible for additional benefits.
Unfortunately, but for security reasons, we do not have access to personal records in this blog. If you’ve completed this request and need to follow up on the status of the payment or your survivor’s benefits, continue working with your local Social Security office. If you’re unable to visit the local office, call our toll free number at 1-800-772-1213 and speak to one of our agents. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m. Thanks.
Mary E.
Still waiting for your reply on my question
Mary E.
My husband passed away on 9-10-2017, still waiting for his august 2017 check, could you please tell me the status on this
Patricia H.
Please help me with my unresolved social security issue. I have trying to withdraw from social security since August 2017. My paperwork has been sent in and it seems to be stuck in the system. I have been calling on a monthly basis and keep being told to call back in 30 days. This has been going on since August. I need to receive my letter telling me how much to pay back but cannot get any help in moving this forward. I am beyond frustrated and cannot get an answer or any action.