General, Online Services

Customer Service Is What We Do

October 3, 2016 • By

Reading Time: 1 Minute

Last Updated: August 19, 2021

customer-service

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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About the Author

Doug Walker, Deputy Commissioner, Communications

Deputy Commissioner, Office of Communications

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Comments

  1. John N.

    I need assistance in replacement of my
    Social security card.
    I was on hold for 52 minutes trying to get status
    of a replacement ss card and my Texas Drivers
    License returned . It has been since either
    late April or early May and $38.00 out of pocket
    and now two very important forms of ID lost.
    Since then, I did find my SS card, but the Texas
    Drivers License I desperately need. I probably
    cannot even vote, drive, or other things without
    it. And being on hold, always for 52 minutes, then
    being disconnected is unreal.
    I simply have ran out of patience, etc and now I
    need items returned and answers given.
    Regards
    John Nelka
    9311mercer@sbcglobal.net
    214-328-4416
    *** – ** – *** ss number.

    • R.F.

      We are sorry to hear of the inconveniences you’re experiencing, John.
      You can get an original Social Security card or a replacement card if yours is lost or stolen. There is no charge for a Social Security card.
      The Social Security Administration (SSA) provides this service for free. Also, we will return any (original or certified copies of) documents provided with the application. Generally, you will receive your replacement card in about 2 weeks after we process your request.
      If you sent your request to an SSA office or Card Center, you can follow up on the status of your application and your driver’s license by contacting the office where you sent your request, directly. Thanks.

  2. lois e.

    I visited your West Chester Pa office today between 10 and 11 am. I had a few questions to ask the gentleman I had when my number was called. He was very sarcastic telling I should have gone to another office in another area, I told him my husband signed up at this office a few years ago and it was actually closer for us. He also gave me the wrong amount of my amount of SS at age 65. I came home and went on the estimator sight. His calculations were off by more than $300. a month. I showed him my statement from 2016 that said at age 62 I would have received the amount he stated. I am now 64 turning 65 in September. The estimator difference from 65 to 66 is only $190. difference!! I need help to rectify this situation as I would probably sign up for my benefits at age 65. Thank you.

    • R.F.

      Hello Lois. We apologize and we regret to hear you did not receive the level of customer service you expected. We have referred your complaint to our Operations staff to follow up and to take corrective action as necessary. Please keep in mind that the Retirement Estimator gives estimates based on your actual Social Security earnings record. These are just estimates. We can’t provide your actual benefit amount until you apply for benefits. And that amount may differ from the estimates provided because of various factors.
      We appreciate your feedback, and thank you for bringing this to our attention.

  3. Raymond C.

    I am locked out of my SS account and I need to change my address, What do I do? I am living in Mexico.

    • R.F.

      Thank you for your question Raymond, At this time you must have a U. S. mailing address to create or to access your online account. The “my Social Security” authentication system requires address verification as one of the essential criteria for issuing an account. People with APO/FPO/DPO addresses can create an account overseas, but our system does not support registration and account creation for users with a foreign address yet.
      For assistance related to your Social Security benefits, please contact the nearest Federal Benefits Unit or U.S. Embassy in your area. Also, our Office of International Operations home page provides more information to assist our customers living abroad. Thanks!

  4. Carolyn D.

    My husband and I need an award letter confirming our monthly benefit amounts. Can we get this on line or do we have to go into the office?

  5. Janice W.

    I am trying to “sign” my application to submit my social security application. The only options I see is to save/exit and previous buttons. can someone help me please? Thank you

    • R.F.

      Hello Janice, please call our toll free number at 1-800-772-1213 for assistance. 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. Thanks.

  6. Deneshia

    If a child receives 1,000 dollars out of there social security check how much is the mother supposed to be receiving out of the child’s check ?

    • R.F.

      Hello Deneshia. Unfortunately, and because of security reasons we do not have access to personal records in this blog and cannot answer your question at this time. One of our representatives should be able to assist you and provide an explanation on how family benefits are paid. Benefits for family members have always been limited by the family maximum rules, meaning that there’s a limit to the amount that family members can receive each month.
      Please call our toll free number at 1-800-772-1213 for assistance. 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. Thanks!

    • Shawn S.

      Love the website– extremely user-friendly and lots to see!

      http://to.ht/46017

  7. Janice I.

    I just discovered a Medicare payment check that is over a year old. I had several operations about that time and the check was misplaced. I want to know if I should just tear it up or return it. The amount of the check is $59.72

    • R.F.

      Hello Janice. A Treasury check is valid for up to 12 months from its issue date. After 12 months, a check is void and non-negotiable. You should return the check to the issuing agency.
      You can call our toll free number at 1-800-772-1213 for further assistance. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m. Thanks!

  8. Stanley P.

    I requested a temporary password for my account 6/11/18. I was suppose to receive it in the mail in 5 working days. I have not recieved it yet. Can you help?

    Stanley Pierce
    8400 Angels Dr. Apt. 418
    Plano, Texas 75024
    jaqstan@twc.com
    972-839-2554

  9. BScott

    If you send a letter to social security it takes 60 days to get into their system than at least another 2 weeks for them to respond Do you know it takes this long? If so why don’t you at least post this on your website. Then the general public won’t have to worry about what’s taking so long or wait 45 minutes for a return phone call just to get this information. Need part Medicare Part B before July 1st. Having never done this before can’t be expected to know these thing.

    • R.F.

      We apologize for the inconveniences. We care about our customers and our representatives are working as fast as they can to resolve all inquiries, process new claims, and reduce backlogs.
      Individuals receiving retirement benefits are automatically enrolled in Medicare Parts A and B at age 65. Individuals on disability are automatically enrolled after they receive disability benefits for 24 months. However, because you must pay a premium for Part B coverage, you have the option of turning it down.
      If you are not already getting retirement benefits, you should contact us about three months before your 65th birthday to sign up for Medicare. To learn more about the Medicare enrollment periods visit http://www.Medicare.gov.
      Remember, most Social Security business does not require a visit to a local field office. Many services, including applying for retirement, disability and Medicare benefits, creating a my Social Security account, requesting a replacement Medicare card, or reporting a change of address or telephone number are conveniently available anytime at our website.
      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!

      • Arlene K.

        I’m pleased by the manner in which blog.ssa.gov handles this kind of topic! Generally to the point, often contentious, consistently well-researched and thought-provoking.

        http://www.abcagency.se/75657

  10. James

    My wife, until 2018 always received the cola. However, she has not received the cola for this year. Can anyone please explain why this has happened? Thanks, Jim

    • R.F.

      Hello James. Unfortunately, and because of security reasons we do not have access to personal records in this blog and cannot answer your question at this time. One of our representatives should be able to provide your wife with an explanation. She can call our toll free number at 1-800-772-1213 for assistance. 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. Thanks!

      • Yulanda C.

        I’m pleased with the way that blog.ssa.gov handles this kind of issue! Usually on point, often polemic, consistently well-written and stimulating.

        http://swish.st/28150

Comments are closed.