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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ROSITA R.
I cannot get a hold of social security representative. I cannot access My Social Security . No one answers the phone. I am attempting to change my address and change direct deposit to my account.
L.A.
Hi Rosita. We are sorry to hear that you are having difficulty accessing your personal my Social Security account. If you are still unable to access your account or encounter another 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, between 7:00 a.m. and 7:00 p.m. At the voice prompt, say “help desk”; or
•Contact your local Social Security office. We hope this helps.
fred j.
I can not log into my social security
we moved I do not have the same e mail address anymore so the verifation code is going no place I need to get intop my account please help
Lisa H.
I am looking for the address of where to mail my application for a new SS card due to a last name change. I live in Oakland county.
9 Kensington North St
New Hudson Mi. 48165
A.C.
Hi, Lisa. Keep in mind all submitted documents must be either originals or copies certified by the issuing agency and must (unless otherwise indicated) have been issued within the last two years. We cannot accept photocopies or notarized copies of documents. Once you’ve submitted all the needed documents, it can take up to 10 business days from the date we received the application to mail a replacement card. To learn more on the process and what documents you will need to get a card as well as where to bring or mail your application, please visit our Social Security Number and Card page. Just a reminder – please be cautious about posting personal information on social media. We hope this helps.
Jay F.
Why do you make it so hard to create a My SS Account? You ask questions that I do not know the answer to, and then you lock me out. Surely there is a better way.
L.A.
Hi, Jay. We are sorry you are having difficulty accessing your personal my Social Security account. If you are still unable to create an account, you may:
•Call us at 1-800-772-1213 (TTY 1-800-325-0778), from Monday through Friday, between 7:00 a.m. and 7:00 p.m. At the voice prompt, say “help desk”; or
•Contact your local Social Security office. We hope this helps.
Brandon w.
Very poor and and unprofessional customer service. I hate to even call in to ask about my case, and alot of people feel the same way because the SSI Offices wouldn’t be so overcrowded. It felt like I was back in the ghettos of Flint, Michigan and I’m a black man that grew up in that society and I haven’t been disrespected like that before but I guess people over the phone act differently then when they do in person. Next time I will record the conversations myself and present them but not to the social security admin but to YouTube.
A.C.
Hi, Brandon. We are sorry to hear about your experience. You can submit feedback by visiting our Contact Social Security page. Once there, select the “E-mail 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.
Louise D.
I am not able to create a social security account; I put in all the correct info. But it than asks that i do again & again.
L.A.
Hi Louise. We are sorry to hear that you are having difficulty accessing your personal my Social Security account. If you are still unable to access your account or encounter another 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.
A.C.
Hi, Louise. We are sorry to hear you had difficulty creating your personal my Social Security account. If you are still unable to create 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.
Helen G.
My mother worked for 40 years and her pay went into a tax-deferred annuity. My step-father paid into social security. My mom’s TDA is now gone and she is being told by SSA that she cannot draw any widow benefits on her (now deceased) husband’s social security. They were married for 20 years. She has been to the local SS office several times and has presented everything that has been asked of her. This has been going on for about 7 years now and I just do not know where else to turn. PLEASE help!
A.C.
Hi, Helen. We are sorry to hear about your mother’s situation. For her 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. She can call us at 1-800-772-1213, Monday through Friday, between 7:00 a.m. and 7:00 p.m., for assistance. Generally, she will have a shorter wait if she calls later in the day. She can also contact her local Social Security office. She can ask to speak to a supervisor on her next visit or call. We hope this helps.
Jean W.
I got my wait number at 9:29 this morning. After 75 minutes I had to go to get home to then get to an appointment 35 minutes away for which I need the info I was at the SSA office for. My wait number was about to be called yet I had to get into my car and leave to be on time for the other appointment. I am still in tears that in that 75 minutes I could have stayed home and rested yet I had been on the phone with the toll free 24 hour SSA people as early as 7 am Eastern time yet they did not start answering phones until 8 am Eastern time! I did not go to that other appointment because I did not retrieve the SS information that I needed. So distressed! Deciding to stay employed until I die so as to never had to deal with SSA ever again.
K. K.
I recently was forced to sign up for Medicare, and as a result made a SS account. I politely but firmly state that ‘customer service’ is NOT what you do. I understand there may be wait times to speak to a SSA rep, but over 7 days I called the SSA, 2-3 times a day, at different times, and it never seems to matter – the wait times on the phone are stated to me by a recording to be 45 MINUTES. Unacceptable – take some of the pay our incompetent Senators and House Reps get, and hire more SSA reps, so that I don’t have my time wasted.
L.A.
Hi K. Klesk. We are sorry to hear about your experience. If you would like to submit feedback regarding your experience 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.
James O.
I just wanted to give an extra ounce of thanks to Mrs. Mejia at the Atlanta SS office.. After trying repeatedly to resolve an issue for me, rather than have me sit through what could have been a lengthy procedure, she took my name and number AND she gave me her office and extension. She said she would resolve the issue for me after she finished helping the others in my line.
I thought, “Sure, that’s your real number…you just want to get me gone.” But she did call the following business day and I called her several times, sometimes with questions she’d probably already answered. Long story short, she did just what she said she’d do (resolve my issue on her own time) and let me know the disposition of the case.
After a few more calls from me….she said she promised my replacement card would be arriving in a week or 10 days. It arrived in one week and she was so patient, efficient and courteous in the mean time, I felt she deserved an extra thank you. So thank you, Mrs. Mejia for maintaining your professional attitude in frequently dealing with someone who perhaps was not.
She is a credit to a system that is so large and diverse one assumes you’ll get lost in the crowd. But Mrs. Mejia is living proof SS still listens to the individual.
L.A.
Hi James. Thanks for your feedback! Your thoughts are important to us and we’re pleased when feedback is positive. We try hard to provide the best possible service to our customers and your satisfaction is our reward!