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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Priscilla B.
I work for a school system that does not pay into social security but does withhold for medicare. This means that I will fall under the stipulations of the windfall elimination provision.
Can I pay in my own social security payments and the employer’s part so I can build up to 25 to 30 years? I have 17 years paid into social security.
I do have a 403b and the school system pays in 3%. However there were 5 years-the 1994-95 school year to the 1998-1999 school years that nothing was paid from the school system. Can I pay these years into social security?
R.F.
Thank you for your question, Priscilla. Credits are the “building blocks” we use to find out whether you have the minimum amount of covered work to qualify for each type of Social Security benefit. You earn Social Security credits when you work in a job and pay Social Security taxes.
Read our publication, “How You Earn Credits” for more information. Thanks!
Phyllis A.
I did not receive my check on july 25
A.C.
Hi, Phyllis. To report a late, missing, or stolen check, they should call us at 1-800-772-1213 (TTY 1-800-325-0778) between 7 a.m. and 7 p.m., Monday through Friday. You will generally have a shorter wait time if they call after later in the day. You may find the Schedule of Social Security Benefit Payments calendar helpful to determine if your checks are past due. We hope this helps!
Debra S.
I need to get a copy of my income mailed to my home address
1501 escalone
Apt 1
Clovis ca 93611
Debra Strong
*** – ** – ***
R.F.
Hello Debra. If you need proof you get Social Security benefits, Supplemental Security (SSI) Income or Medicare, you can request a benefit verification letter online by using your my Social Security account.
Just a reminder – We do not have access to personal information, Please be cautious about posting personal information on social media. Thanks!
Janet E.
I have received an email within the last few days requesting me to update my social security account. I have attempted to reset my password repeatedly, but the website continues to say that my security question answers are incorrect. I have not had access to my Social Security account in many months due to this same issue.
R.F.
Hello Janet. If you are unable to create an account or encounter a problem with your my Social Security account, you may:
•Call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday from 7 a.m. to 7 p.m. At the voice prompt, say “helpdesk”; or
•Contact your local Social Security office. Thanks!
Barbara A.
I have been told I need to update my password. you sent me a letter with a memory password, fine.
This weekend I have tried repeatedly to access my account, I know my current password and everything I am supposed to need, I have a new password prepared but can I access my account, no way. you make it so difficult I can certainly understand why people don’t bother. I am all for security but you have to meet us half way. not everyone are Techie masters, me being one of them.
R.F.
We apologize for the inconveniences, Barbara. If you’re -still- unable to access your account, you may:
•Call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday from 7 a.m. to 7 p.m. At the voice prompt, say “helpdesk”; or
•Contact your local Social Security office. Thanks!
Patrice Y.
My husband and I went to the local SS office and put in a change of address. We waited a very long time, and both went to the window and changed our addresses with a representative. She handed us back our forms, and said to check to be sure all things were correct. Which we did, but the cards just came in the mail, and my Husband’s middle name is spelled incorrectly and my last name is spelled incorrectly. Without having to go back to the office and sit for hours to correct, and not wanting to make an online account, what can be done to correct the names and varify that if those items were done wrong, that the address is in the system correctly? Thank you in advance
R.F.
We are very sorry for the inconvenience, Patrice. Unfortunately, to follow up and make a correction on your cards, you may have to return to the office where you applied. On your receipt there should be a local phone number for you to call and speak to someone about the situation and request immediate assistance. Or call our toll free number at 1-800-772-1213 and make an appointment. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m.
If you decide to visit the local office, please take the documents you originally presented as evidence. Thanks!
Mercedes S.
i APPLIED LATE FOR S.S. AND i WAS PENALIZED.
WHEN I COLLECT FROM MY HUSBAND WILL
I STILL BE PENALIZED?
R.F.
Hello Mercedes. If a person begins to receive benefits at age 62 or prior to their full retirement age, their benefits are reduced. The reduction factors are permanently applied to all of the benefits the person may qualify for.
See Benefits For Your Spouse for more information about getting benefits on your husband’s record.
If you need further assistance, call our toll free number at 1-800-772-1213. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m. Thanks!
James L.
I WENT TO MY LOCAL OFFICE ABOUT MY BACK PAY. THEY HAD A SUPERVISOR CLEAR ME SAYING I DON’T NEED A PAYEE, THE GENTLEMAN THERE WAS VERY NICE. (KNOXVILLE, TENN) I WAS APPROVED ON JAN 22 2018 IT IS NOW 07 18 2018. i HAVE GOT 4 MONTHLY CHECKS, I PAY MY OWN RENT, LIGHT’S,. I SET UP MY QMB THROUGH MEDICARE. I HAVE GOTTEN FOOD STAMP I SET UP FOR OVER 2 YEARS NOW. THE SUPERVISOR AND MAN AT KNOXVILLE OFFICE say IT IS OBVIOUS I DON’T NEED A PAYEE. MY UNCLE WORKS FOR COUNTY SCHOOL SYSTEM AND HAS LET ME USE HIS TRUCK ON SUMMER VACATION. BUT SOON HE WILL NEED IT BACK, THEN I WILL HAVE NO TRANSPORTATION. I HAVE A LIC AND HAVE HAD ONE MY WHOLE LIFE. LOCAL OFFICE SAID there IS NO EXCUSS FOR THIS DELAY. WE WENT THERE ON 07 11 2018 (MY UNCLE, AND MYSELF) THEY SENT IN NEW PAPERWORK SAID IF I HAVE NO WORD IN 2 WEEKS COME BACK. WELL, IT HAS BEEN 1 WEEK STILL NO WORD. I CALLED MY LAWYER THEY ACT LIKE THEY CAN’T DO NOTHING. I GUESS SINCE THEY GOT THEIR MONEY THEY DONT CARE ANY LONGER. I HAVE CONTACTED SEN. LAMER ALEXANDERS OFFICE THEY HAVE SENT NOTICES AS WELL. SEEM’S LIKE WE HAVE WALKED INTO A DEAD END AND NO ONE WILL TELL US NOTHING, YOUR LOCAL OFFICE SAID I SHOULD HAVE GOT MY BACK PAY LONG AGO!!! IF I CAN GET MY BACK PAY I CAN GET MY CAR HE(MY UNCLE) GOES BACK TO WORK THIS WEEK COMING. WE ARE ALL AT A LOSE I DON’T KNOW WHAT ELSE TO DO! 7 MONTH’S GUY AT LOCAL OFFICE SAID AVERAGE IS 45 DAY’S TO 2 MONTH’S. I KNOW YOU GUY’S ARE BUSY BUT PLEASE HELP ME!!!!
R.F.
We apologize for the inconvenience, James. 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.
Sylvia R.
hello
I work at the American University of Beirut. I asked my employer to give me an Activation Code, they said that they don’t know of such a code….
How can i get it to register???
R.F.
Hello Sylvia. 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.
Keep in mind that even though you need a U.S. address to register for a my Social Security account, you do not need a U.S. address to access our website or to file online for benefits. Also, our Office of International Operations home page provides more information to assist our customers living abroad.
We hope this information helps!
Marlin W.
6/15/2019 blog.ssa.gov does it again! Quite a informative site and a well-written post. Thanks!
http://swish.st/81531
Dianne S.
I was on the phone for 70 minutes waiting to talk to Social Security, and instead of sending me to a Representative it went straight to customer survey ( this is after I talked to Medicare for some length & then I was referred to Social Security), so I would really like it if Social Security would call me tomorrow, 7/12/18, which I know is not going to happen. I need some help!!! Thanks much – Dianne B. Summers, phone 906-367-2397.
R.F.
We apologize for the long wait, and regret to hear that you had trouble reaching us.
Unfortunately, and because of security reasons we do not have access to personal records in this blog, we are not able to assist you at this time. 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 in the week. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m.
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.
Remember, most Social Security business do 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. Thanks!