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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Steve W.
I did not receive my direct deposit on November 8 as expected. Today is November 13. When I call the number 1-800-772-1213. After listening to the minutes long prompts I try to reach an agent and am unable to do so. I have called twice and no one is available. I can not find anyplace on the website to report this, I have been working on this for hours, Why can there not be a call back option in the prompts? I am resorted to call my Congressman. There is no local number for the nearest SS office listed.
K.O.
Hello Steve. Benefit payments are delivered on the 3rd of the month and on the second, third and fourth Wednesdays of the month.
Beneficiaries entitled to benefits prior to May 1997 continue to receive their payments on the 3rd of the month. Beneficiaries who filed claims on or after May 1, 1997, are assigned one of the three new payment dates (second, third or fourth Wednesdays of the month) based on their day of birth.
View the Schedule of Social Security Benefit Payments for 2018 for more information.
To report a missing payment, 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 helps.
Dorth D.
Hello Customer Service,
My name D.Dunbar this call transpire on November 9, 2018
I spoke with a very rude woman this morning at about 9:30 am or little later. I had a rather simple question easily answerable. The Question was about a date change of my deposit, this operator answer was unconvincing to me because she answered so rudely it would and said it would be a waste of time. I asked to speak to her supervisor or someone else, she said “no” and there was no one I could speak to “oh you can speak to congress.” When I explained why I was asking this question she told me I was arguing so I going to hang up with you. And she did just that.
I was calling about my social security income that I earned lawfully; the disdain I heard in her tone was degrading as if I was asking for handout. So sad, I deserved a respect tone and perhaps little more information that I later found online at the website.
This is what got after waiting to speak to her for 1hour and 15 minutes. I hope you address that kind rudeness I know customer service can be better than that. No I did not get the name of this representative.
Sincerely Concerned
D.Dunbar
Danny M.
If you claim early retirement benefits in July, does your earnings January to June count against your earnings?
Jim T.
I am a rep payee at Hearth, Inc. for Tommy George Harrison III, residing at 1640 Washington St., Boston, MA 02118. A letter from SSA dated Sep 29, 2018 referencing Claim no. *** – ** – *** DI said we would receive a final back payment of $996.50 no later than Oct 12, 2018. We have not received it as of 8 Nov, 2018.
R.F.
Hello Jim. Unfortunately, and because of security reasons we do not have access to personal records in this venue and cannot assist you at this time. One of our representatives should be able to provide you with an explanation. 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.
Just a reminder – Please be cautious about posting personal information on social media channels. Thanks!
Teresa K.
How and what do I do to notify Social Security about the death of my parent?
R.F.
We are very sorry for your loss, Teresa. In most cases, the funeral home will report the person’s death to Social Security.
To be eligible for a Social Security benefit payment, a person has to live throughout the entire month. If the deceased was receiving Social Security benefits, you must return the benefit received for the month of death or any later months. Keep in mind that Social Security benefits are paid the month after they are due. For example, if the person dies in October, you must return the benefit paid in November.
If you need to report a death, contact your local Social Security office or call 1-800-772-1213 (TTY 1-800-325-0778). Representatives are available Monday through Friday, between 7 a.m. and 7 p.m.. Generally, you will have a shorter wait time when you call later during the day or later in the week. Thanks.
*You cannot report a death or apply for survivors’ benefits online.
Dorothy L.
Please help me change my mailing address they will not answer the phone and you can leave message for the ss office to call you back sad system
R.F.
Hello Dorothy, if you get Social Security benefits (retirement, survivors, or disability) or are enrolled in Medicare, you can change your address online by using your personal my Social Security account. Thanks!
lan t.
What email should I use to request a new bank for the direct deposit.
R.F.
See “How Do I Sign Up to Receive an Electronic Payment?” for information on this topic. Thanks!
David D.
My wife has been calling two offices in central Ohio and after the recording completes the call is terminated while holding for the next rep.
R.F.
We’re sorry that your wife had difficulty reaching someone by phone, David. We may have been experiencing higher than normal call volume.
She 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. Generally, you will experience shorter wait time if you call later during the day or later in the week.
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, are conveniently available anytime at our website.
We hope this information helps!
Berry P.
I’m pleased by the manner in which blog.ssa.gov covers this type of issue. Usually on point, sometimes controversial, without fail thoughtful and more often than not quite thought-provoking.
http://ttree.co/41573
Gary V.
Customer service is not what you do. You give us access to what is rightfully ours. I have been trying to make an appointment for over two weeks and have wasted over 2 hours on hold to speak to anyone. I have sent 2 emails, but no reply. I need to make an appointment at a local office, but you cannot do that online and must wait on hold until someone answers the call. If you need to hire more people to service the 60 million recipients of social security benefits, then do it. My time is more important than sitting on hold for hours.
Barbara D.
I need a “request for employment info form #CMS-L564
How can I get this form?
R.F.
The form CMS-L564 is an employment verification form. The purpose of this form is to apply for Medicare Part B under a Special Enrollment Period (SEP), when you’re covered under a Group health plan based on current employment.
Generally, you also need to fill out an Application for Enrollment in Part B (CMS-40B) and deliver -both completed forms- to your local Social Security office.
We hope this helps!
Rena M.
I’m pleased with the way that blog.ssa.gov deals with this kind of subject! Generally to the point, often polemic, without fail well-researched and stimulating.
https://www.youtube.com/watch?v=37B3ZBjG2gw