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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Dale g.
Do I have to sign up for Medicare or does it happen automatically when you turn 65
R.F.
Thanks for your question, Dale. If you already receive Social Security retirement benefits, you will be enrolled in Medicare Parts A and B automatically. 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. If you’re still working and covered under a group health plan based on that employment, you may want to file for Medicare Part A (Hospital Insurance) only. However, you should speak to your personnel office, health benefits advisor, or health plan coordinator to see what’s best for you.
We hope this information helps!
Gregg B.
My previous direct deposit bank (Chase) has been closed by Chase. My September SS check is scheduled to be directly deposited into that now closed account. What will happen to those monies? I have updated my banking information but it won’t take effect until October.
Thank You!
R.F.
Hello Gregg. Sometimes -if you change accounts within the same financial institution- the bank will make sure the payment goes to the right account. If that’s not the case, you will have to call us and ask one of our agents to re-send the payment to the new account. Please call us after verifying the payment is not in any of the accounts and that the payment was returned to SSA.
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 experience a shorter wait time if you call later during the day or later in the week. Thanks!
Carroll W.
I’m pleased by the manner in which blog.ssa.gov covers this kind of topic! Usually to the point, sometimes polemic, consistently well-researched as well as thought-provoking.
https://docs.google.com/document/d/19WhfJ-SS1kM7GR5eGryDPpkswvEoHtXrTcvcS8V4LDc/pub
Glenna W.
Hello I have been locked out of my account. The page that it tells me to go to next keeps saying “can’t find page”. I have been looking for a telephone number to call but can’t find one. Any assistance would be appreciated very much.
R.F.
Hello Glenna. If you 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!
Sunni N.
blog.ssa.gov is quite a good read. I just sent this on 6/14/2019 to a coworker who’s been involved in a little research of her own on this subject. To show her appreciation, they just bought me dinner! So, let me express my gratitude by saying: Thanks for the meal!
https://www.youtube.com/watch?v=YDwsVNMIbYc
sasha
just called social security at 1-866-755-6323 and spoke to customer service rep who was unprofessional and snippy. here’s a recap of our 5 minutes conversation. without waiting to hear what i have to say, she just said “we don’t need to know, just show up within 30 days for the interview.” i had to try 3 times before she realized my request for a phone interview and she said “what number?” i said “what number? oh you mean the number to call for the phone interview?” she said “yes”. then when i want to find out if there will be an interpreter, i was rudely cut off, “we will take care of everything.” “…” “everything will be taken care of.” me finally: “an interpreter?” “it will be taken care of.” i said thank you, have a nice day and hung up. seriously, need this conversation be like this? it would have taken about 3 minutes for a professional and courteous call: me: “i would like to change the in-person interview to phone interview.” customer rep: “which number would you like us to call you?” me: “will there be an interpreter?” customer rep: “yes. we will take care of everything.” thank you and good bye. nice and sweet. oh well ….
R.F.
We apologize for the long wait, and regret to hear that we did not provide the level of customer service you expected, Sasha.
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.
Violette C.
blog.ssa.gov is good, solid content. I just passed this on 6/9/2019 to a classmate who has been doing a little research of her own on this subject. To say thank you, they just bought me lunch! So, I guess I should say: Thanks for the meal!
http://ttree.co/85054
melanie a.
my account has been suspended, cannot remember my password, Cannot access the ssa.gov. my phone number is 602-751-8602
R.F.
Hello Melanie, please visit our Frequently Asked Questions web page on “Password & Login Problems”. If you are still having trouble accessing your my Social Security account, please call our dedicated my Social Security-Hotline. To reach this hotline, call 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”. Sometimes, you may have to contact your local Social Security office.
We hope this information helps!
Melodie K.
In my estimation, blog.ssa.gov does a excellent job of dealing with subjects of this type. Even if ofttimes deliberately contentious, the material posted is generally well researched and stimulating.
http://swish.st/28150
Esperanza B.
Appreciate blog.ssa.gov– extremely user-friendly and much to see!
https://www.youtube.com/watch?v=YDwsVNMIbYc
Tresa M.
I am contacting you because of a very bad interaction with Brett one of your agents. I spoke with him on 8/13/2018 at around 11:30. He was very smug and would only answer my questions with yes or no and at times with silence. He would respond to me with he did not know and this is how he answered most of my questions. I told him I was going to report him and he did not care. I told this individual that he should not be in this position and that he should be terminated for his behavior. This individual said he was going to send my an email regarding my questions. He did not answer any of my questions. Maybe he was prejudiced when he heard my last name. Because this individual should NOT hold this position.
Thank you,
Tresa Salinas
720-394-4812
R.F.
We apologize and regret to hear that we did not provide the level of customer service you expected, Tresa.
If you would like to submit a formal complaint or suggestion, you can write to us or send us an email message.
Please keep in mind that many of our services are conveniently available anytime at our website. We encourage our customers to create a my Social Security account. With a personal my Social Security account, you can get estimates of your retirement, disability, Medicare and survivors benefits, review your earnings record and much more.
We appreciate your feedback, and thank you for bringing this to our attention.
Barbara S.
I am trying to send an email to Social Security on the message center and I do not know where it’s at ( the area to write in)
R.F.
Here you go, Barbara: Email Our Support Team!
ROSEANNA I.
I NEED HELP CHANGING MY USERNAME & PASSWORD. I NEED A SOCIAL SECURITY CARD REPLACEMENT BECAUSE THE ONE i HAVE IS RIPPING. WHEN I GO TO “SIGN IN” , I GET A MESSAGE THAT THEY DON’T KNOW WHO I AM, EVEN THO THEY HAVE MY SS# & DATE OF BIRTH. I CAN’T GET TO THE SS OFFICE. IT’S IN THE MIDDLE OF POUGHKEEPSIE & I HAVE TO PARK IN SOME PARKING LOT A BLOCK AWAY. I HAVE CANCER , I DON’T HAVE THE ENERGY TO GO THRU THIS. HELP ME. HAVE AN IT TECH EMAIL ASAP. PLEASE
R.F.
Hello Roseanna, 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!
Zonia A.
I do enjoy the manner in which you have presented this specific matter plus it really does supply us a lot of fodder for consideration. Nonetheless, from what I have experienced, I simply just trust when other reviews pack on that people continue to be on point and in no way get started on a soap box involving some other news du jour. Yet, thank you for this exceptional piece and though I can not really concur with it in totality, I respect the viewpoint.
Priscilla B.
I have 40 credits and worked 17 years as a teacher in a system in Georgia that did pay into social security.
My social security statement states that I should receive 1,100 dollars a month.
I moved to another district in Georgia and I am currently working in a system (for 24 years) that does not pay into social security.
Due to the windfall elimination provision I will be penalized close to 450 dollars a month.
Since I am currently employed I would like to pay my own social security and the employer’s portion as a non self-employed worker.
I know that I would pay in 6.2 ( as the employee) and 6.2 (for the employee’s portion) which would be 12.4 percent of my earnings.
So, can I pay my own social security percentage and the employer’s social security percentage on my earnings from a public school system that does not pay into social security?
Thank you for your prompt reply on the previous email.