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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Buenaventura R.
I will like to change my last name because I want to have my husband last name. Please let me know what I have to do if I can do it by internet. Thanks
A.C.
Hi, Beunaventura. You cannot apply for a replacement Social Security card online, when changing your name. In order to change or correct your name on your Social Security card, you must show us a document that proves your legal name change. If the document you provide as evidence of a legal name change does not give us enough information to identify you in our records, you must show us an identity document in your old name (as shown in our records), and another identity document with your new name. We prefer a government issued document with your picture, as proof of identity. Any document you submit, must be an original or certified copy, current (not expired) and show your name, and other identifying information (date of birth or age). We offer the option to mail your completed application with original or certified documents to your local Social Security office or nearest Card Center in your area. We hope this helps!
Rebekah
I’ve been calling the same two people at the Fort Worth social security office more than twice a day for over a week and not one answer or returned phone call. I could literally scream at this point. It’s been a maddening experience with this office since day one. You think they’d care even a little about their Purple Heart recipient veterans.
A.C.
Hi, Rebekah. We are sorry to hear about your experience. If you still need assistance, you can click “Get Help” in your personal my Social Security account to “Ask a Question”. Click “Talk to an Expert” for a call back. We hope this is resolved soon.
Forrest E.
Hi, my name is Forrest Nelson. I am having trouble getting into my account. Can you please advise me on what to do. I have tried everything on the signin page.
Thank you, Forrest Nelson
A.C.
Hi, Forrest. We are sorry to hear you had difficulty accessing your personal my Social Security account. If you are still unable to access an account or encounter a problem with your personal my Social Security account, you may:
•Call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday from 7:00 a.m. to 7:00 p.m. At the voice prompt, say “helpdesk”; or
•Contact your local Social Security office. We hope this helps.
Leonard S.
We tried making an appointment using the phone; what a joke ! My wife and I need to make an appointment at our local SS office in Louisville, CO. Your online menu does not offer an option to that easily. ANY SUGGESTIONS??
A.C.
Hi, Leonard. We’re sorry that you had difficulty reaching someone by phone. We may have been experiencing higher than normal call volume. Our national toll-free number, 1-800-772-1213 (TTY 1-800-325-0778), has representatives available Monday through Friday between 7:00 a.m. and 7:00 p.m. Generally, you have a shorter wait time if you call later in the day. You do not have to make an appointment to come in to our offices, but with an appointment, you will be helped before our walk-in customers. You can also schedule an appointment by contacting or visiting your local office. We hope this helps.
Eileen R.
My husband was diagnosed with dementia and I went to my local social security office for help. Our caseworker, Mrs. DeBerry in the Evanston SSA office, could not have been nicer, more helpful–she went above and beyond to help us with this difficult situation. Thanks Mrs DeBerry and SSA!
Elmer W.
I need someone to call me at (740) 634-0035 to discuss my check and Part A and B on my medicare
A.C.
Hi, Elmer. For your security, we do not have access to private information in this venue. We ask that members in our Blog community work with our offices with specific questions. You can call us at 1-800-772-1213, Monday through Friday, between 7:00 a.m. and 7:00 p.m., for assistance. Generally, you will have a shorter wait if you call later in the day. You can also contact your local Social Security office. We hope this helps.
Customer i.
I have been trying to reach someone at SSA phone for days now. Every time I make it through the lengthy and unnecessary auto attendant, I am told to wait 45-55 min. Who can wait on the phone that long during work? The local office hours are so short, I have to miss work to get there and they are so inefficient, the wait is also an hour. I’d like to make an appointment, but there is no way to do that online, so I’m back to trying to call. All I want to do is pay back the money I owe for stopping my claim. But I don’t know how to find my claim # so I can write it on the check. This the worst service ever. I am on hold right now. It’s been 40 min so far.
A.C.
Hi. We’re sorry that you had difficulty reaching someone by phone. We may have been experiencing higher than normal call volume. If you still need assistance, you can click “Get Help” in your personal my Social Security account to “Ask a Question”. Click “Talk to an Expert” for a call back. We hope this helps.
Natasha J.
i messed on an appeal an now i can change it i need my social secerity account deleted so i can refile
A.C.
Hi, Natasha. For your security, we do not have access to private information in this venue. We ask that members in our Blog community work with our offices with specific questions. You can call us at 1-800-772-1213, Monday through Friday, between 7:00 a.m. and 7:00 p.m., for assistance. Generally, you will have a shorter wait if you call later in the day. You can also contact your local Social Security office. We hope this helps.
Mary L.
I never received a new social security card nor do I ever receive a 1099 form. Please reply
A.C.
Hi, Mary. It sounds like you are referring to the new Medicare card. For more information about the new Medicare card and what to do if you did not receive yours, please visit Medicare’s website here. You can request a replacement SSA-1099/1042S for Tax Year 2018 by visiting your personal my Social Security account. You can also contact or visit your local Social Security office. They can assist with a replacement 1099. We hope this helps.
Pamela J.
Every experience I have had with social security has been very positive. I called the Tulsa office and spoke with Danielle. She have me information after researching I discovered she gave me incorrect information. I called back about a month later spoke with her again she gave me the same incorrect information. I asked are you sure? She said she would check, then she proceeding to tell me the correct information. I told her she she be sure of the information she gives out and make sure it’s correct or she could cause someone to get in a lot of trouble. She said “are you done and am I done?” I asked for her last name and she hung up on me.
Pam Carp
918-695-2307
*** – ** – ***
A.C.
Hi, Pamela. We are sorry to hear about your experience. You can submit feedback by visiting our Contact Social Security page. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form, where you can complete and submit a compliment, complaint, or suggestion. We hope this helps.