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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cierra
Can a step parent bring in all documents for the father to have the childs name changed? Updated Birth Certificate, Court orders, Fathers Birth Certificate, Social security card and Drivers license as well as marriage certificate?
Ann C.
Hi, Cierra. Generally, when applying for a replacement Social Security card for a child under the age of 18, we will consider the parent(s) or step-parent with custody, as the proper applicant. For more information on this subject, please visit our Frequently Asked Questions. To learn more on the process and what documents you and your child will need to get a card, please visit our “New or Replacement Social Security Number and Card” web page. As you noted, we need certified originals of the amended birth certificate, court orders, birth certificates, valid driver’s license and marriage certificate. We hope this helps!
lw
I am filing a complaint via this blog. No matter what time day or night I try to call Social Security it’s always a wait time of 45 minutes or longer. A caller can almost never speak with a representative. I have been trying all hours for over a month now. I do not want to drive to the closest office (at least an hours drive time and wait there to boot). The lack of responsiveness by this agency is unacceptable to us as taxpayers.
I need to get information which is nearly impossible. My next step is to file a complaint with the Inspector General and my legislators. Again, this is unacceptable and certainly lacks in customer service.
Ray F.
We’re sorry that you had difficulty reaching someone by phone. We may have been experiencing higher than normal call volume. Representatives at our toll-free number, 1-800-772-1213 (TTY 1-800-325-0778), 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 week or later during the day. 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. You can create a my Social Security account to review your earnings record and to get estimates of your future benefits. Also, through our Blog and Facebook page, we respond to questions and provide general information about our programs. If you have a general question, we encourage you to ask here. But remember, never post personal information on social media. 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. We hope you try us again. To submit your comment, complaint or suggestion, you can write to us or send us an email message. Thanks!
Thomas
The field office manager put the wrong mailing address and sent my social security card to somebody else. I have no idea what I should do. Really unhappy.
Ray F.
We apologize for the inconvenience Thomas. For security reasons, we do not have access to information about personal accounts in this venue. If you applied for a Social Security card and have not received it, you will have to make direct contact with the office where you applied to check the status. You should contact that office as soon as possible. We cannot help you with this issue over the phone. Thanks.
Misty I.
I just got off the phone with a lady named Sandy. She would not give me her last name. I worked with people for 19 years and held the same job for the last 15. I have NEVER and I mean NEVER spoke to any rep who was a rude as Sandy was. She first told me she could not help me, then yelled at me when I repeated that back to her. She cut me off every time I opened my mouth and then told me I was listening to her. I had NO choice but to listen to her. I have never left a bad review on anything but this is unheard of. It makes me sad that people who may not have the willingness to fight back with her would get her and try to talk to her about their issues.
Ray F.
Hi Misty, we apologize and we regret to hear you did not receive the level of customer service you expected. Please keep in mind that many of our services, including applying for retirement, disability and Medicare benefits, are conveniently available anytime at our website. If you have a general question, we encourage you to ask here. But remember, never post personal information on social media. Also, you can create a my Social Security account to get estimates of your future benefits and review your earnings record. To submit your comment, complaint or suggestion, you can write to us or send us an email message. We hope you try us again. Thanks!
Linda
My brother is 56 years old, on SSDI ,and has Medicare Part A. He declined Medicare Part B during his IEP because he has group health insurance under his wife who works for a large corporation. He now wants Medicare Part B and went to the SSA office in Virginia with his application and the CMS-L564 form from the employer documenting that he has coverage. The agents at the SSA office refused to accept his paperwork and said he now has to wait until he is 65 for Medicare Part B. They said it’s because he is disabled and that rules are different for the disabled. I called Medicare and was told this is incorrect and he qualifies to enroll under a SEP. The medicare agent also said a person can enroll during a general enrollment period, although those are specific time frames, and that rules for the disabled are the same as for recipients who have reached 65…no different. What’s our recourse when the SSA offfice won’t even accept the paperwork?
Ray F.
Hello Linda, we apologize for this inconvenience. For security reasons, we do not have access to personal records via this blog. Your brother should continue working with his local office. Also, he can request to speak with the local office manager to try to resolve this issue. See Medicare for Working Beneficiaries with Disabilities. If he is unable to visit the local servicing office, he may 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 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.
Rita
So actually the “insurance companies” are getting a raise, not me.
Rita
Why was my 2017 increase applied to my Part B?
Ray F.
Hi Rita. For some beneficiaries, their Social Security increase may be partially or completely offset by increases in Medicare premiums. To read more about the COLA, tax, benefit and earning amounts for 2017, click here.
Renee
Are SSDI rules the same as SSD? I have applied for SS Disability because I can’t work to full retirement as I was hoping to be able to do.I have read in
another comment that after SSDI is approved there is still a five month with for
payment. I was not informed of this and am very concerned due to the delays
already created by my local office. Is this accurate and if so why wasn’t I informed?
Ray F.
Than you for contacting us Renee. When a claim for disability benefits is approved, the number holder (NH) must serve a waiting period consisting of 5 full calendar months. This period is long enough to permit most temporary disabilities to be corrected or for the individual to show definite signs of probable recovery. Social Security disability benefits are paid beginning with the sixth full month after the date your disability began. Visit our Disability Planner for more information.
Carol M.
Contacting or visiting the Social Security Administration was a horrible experience, in visiting the office, the rep was not at all helpful, knew nothing, on the phone I had been referred to the office. This has been a nightmare, such a disgrace for the Seniors to have to experience this. It would be helpful to hire reps that can truly help clarify information or know what they are doing, who pays their salaries? Surely not me!
Ray F.
We apologize for the inconveniences Carol, and regret to hear that we did not provide the level of customer service you expected. Remember, many services are conveniently available anytime at our website, and beneficiaries can create a personal my Social Security account to manage their Social Security benefits. Thank you for bringing this to our attention.
Foreveryoneandretirees
The Social Security Administration is a very bad group.
They want to leave people in the gutter by making
additional demands that you must have another
fifty to two hundred dollars just to get your check
cashed. Mr. Obama and his wife are ruining people’s
holidays and hurting their arms and legs. Let us
get a bettter system with free checking accounts accross from thier offices .Three weeks-no money
SSA credit is non existent. Please let us know of
a way to get some moeny to open a bank account for
a loan for that and two pay it back. They ought make it illegal to charge more oney to get a check cashed
for a bank. these sick banks have been told that they can cash the check and take the amount in the
account–I guess it is to steal for themselves.
We are several groups writing for a better life.
Any money people can help out it but we were attacked by hoodlums and this is what this group wants please resign today and waste your way
of doing things somewhere else.