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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Bradley G.
Try to change address, website would not allow setup, phone line said “call back some other time” , so sent letter, which was rejected, must use net, phone or come to office. Being 89 and handicapped This is hardship. Letter should be permitted. With signature is far safer than phone, and smooths workload. Reverse this idiocy.
R.F.
Hello Bradley. For help with reporting your change of address, and 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!
Bradley G.
Thank you, we resolved this by our son going to the office with power of attorney. But, I do not understand why a mailed change is no longer allowed.
Bradley G.
Immediate problem is resolved; however, would like to know why mail notification of address change is no longer allowed. It is a standard business practice, and with a signature is less vulnerable to fraud than a phone call. Further, it spreads the workload, and avoids the problems of dealing with the hard of hearing, I suspect the majority of callers.
Margie G.
Good Morning,
I checked my bank account this morning, and my Social Security check has not been deposited. My first check came on my 66th birthday (June 18th), last month it was in my account on August 15th, so I am surprised that it is not there. Do you know of any reason why it wouldn’t be there yet?
R.F.
Good Morning, Margie. Please keep in mind that your payment date is determined by the date of birth of the person on whose record you receive benefits.
Generally, Social Security benefits are paid the third day of the month, the second, third or fourth Wednesday of the month. Go to our Schedule of Social Security Payments web page for the current payment dates.
If after checking with your financial institution, you still need to report a missing check, 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.
We hope this information helps!
Veronica S.
I did not receive my social security check this month
R.F.
Hello Veronica. Generally, Social Security benefits are paid the third day of the month, the second, third or fourth Wednesday of the month. Please visit our Schedule of Social Security Payments web page for the current payment dates.
If you have direct deposit, please contact your bank or financial institution first. They may be able to determine why your direct deposit failed.
If you still need to report a late, missing or stolen Social Security payment, call us toll-free at 1-800-772-1213. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m. or contact your local Social Security office.
If you are due a payment we will take the necessary action to re-issue it as soon as possible. Thanks!
Linda
I am looking for the form that SS uses to have my supplemental insurance premium taken out of my social security check
R.F.
Hello Linda. 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!
Rick
Customer Service Non-existent. No way to file a complaint about bad customer service, so I have no idea what metrics they are using. I wasted an hour on the phone to make an appointment. I was told I had to go to the “local” office 20 miles away. I took a half day off work, went to the “local” office. Waited 2.5 hours. The lady said I had to call to make an appointment. I told I had called the 800 number and was told I couldn’t make an appointment. She said that I had to call the local office. I pointed out that nowhere on the SSA website was a published phone number for the local office. She said the number was “everywhere.” Basically implying I was a liar or an incompetent. I double checked the local office number is not posted for the page for the local office. The FAQ for making appointments says to call the 800 number which tells you that they are unable to make appointments.
V.V.
Hi Rick. We are so sorry to hear about the difficulties you encountered working with Social Security. We generally do not publish the phone numbers of our local offices because we have representatives available to assist at our national toll free number from 7 a.m. to 7 p.m. business days.
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.
Steven W.
I have an account. Some time ago while logging in, I was asked a security question that I’d forgotten. I couldn’t access my account and was told I’d get a letter to reset my Password. A letter never arrived.
Now the site doesn’t recognize my name / ssan / date of birth…
What steps need I take to access the Social Security website?
Thanks ahead!
V.V.
Thank you for the question, Steven. Sorry to hear you are having difficulties creating your my Social Security account. See our Frequently Asked Questions web page for information on how to retrieve or change your password.
If you encounter a problem or for assistance with 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.
Anne K.
Friday, September 14, 2018 at 10:32 a.m.
Dear Sir or Ma’am,
The Attorney General’s office is asking you to contact Social Security for a print-out showing your earnings for the period of 2010 through 2017. You may send me the information:
Anne Kay Crawmer
42 Third St SE
Newark, OH 43056-9660
jac61@windstream.net
and/or send information to:
Michael Falleur
Attorney at Law
1625 Bethel Rd., Suite 205
Columbus, OH 43220
614.326.1009
FAX 614.326.1125
Thank you.
Sincerely,
Anne Kay Crawmer (My first name was Luanna until 04-2008 when I legally changed it to Anne.)
Fe M.
I applied for a ss card on July 24th., 2018. I am in the US on a K-1 visa….the local ss office will not grant me a ss card saying they are awaiting verification from Homeland Security…..although they have my passport photo…visa…passport number…they will not verify me….Congressman Steven Palazzo’s office has made several inquires and they also cannot get an answer….can you please help me….thanks
R.F.
We apologize for any inconvenience. We issue three types of Social Security cards. In general, verification from the Department of Homeland Security (DHS) for work authorization and other immigration documents is required, before assigning a Social Security number.
Unfortunately, but for security reasons, we do not have access to personal records in this blog. Please continue working with the Social Security office or Card Center processing your request for a card. You can request to speak with the office manager to see how we can help to expedite resolution of your situation. Thanks.
Minh L.
The policies at this office location is extremely inconsistent and incredibly frustrating for my mother, who is SSI recipient. My mother is disabled, hard of hearing, and has limited English proficiency. As her son, I try to help her with navigating through the social security process of receiving the income she is entitled to. However, when I speak to one representative who tells me one thing and I get another representative who tells me another policy, it’s difficult to get anything done. For example, I spoke to one rep. who says that in order to verify that I can speak on behalf of my mother, I would need to have her on the line over the phone to confirm her identity. Then, I speak to another rep. after waiting over an hour, who tells me that my mother would need to be present for me to speak on behalf of her. The logistics involved in having my mother present is challenging and for the SS office to be wholly dismissive of this inconsistency with a perfunctory “I’m sorry, but I can’t help you” response is completely unacceptable.
V.V.
Hi Minh, thank you for using our blog. We are sorry to hear about the difficulties you are experiencing and understand your frustration. Because of privacy and security concerns, you will not be able to conduct Social Security business on behalf of your mother unless you are her representative payee. Having a power of attorney, being an authorized representative, or having a joint bank account with your mother does not authorize you to access information on her Social Security record. If your mother does not have a representative payee and she is not capable of managing and directing her Social Security benefits, someone should consider applying to be her payee. To learn more about becoming a representative payee, you can read our publication, “A Guide for Representative Payees” or visit our Representative Payee webpage. You can also call us at 1-800-772-1213 (TTY 1-800-325-0778) to request an appointment.
If your mother is capable of managing her benefits and would like an interpreter, we provide free interpreter services for those that need help conducting their Social Security business. These interpreter services are available whether you talk to us by phone or in the Social Security office. See our If You Need An Interpreter Web Page for more details.
Nicole A.
Where do I mail back documents for a replacement social security card