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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Sue A.
“Gold Star” to Mr.Pinkney at the Greenbelt, Maryland office. I could not have asked for a better person in helping me. Thank You again for your help. I hope I spelled your name correctly. 😊
Vonda
Thanks Sue, we appreciate your positive feedback! Certainly, we’ll continue trying to provide the best possible service to our customers in all forums.
Diane J.
I have been trying to contact Social Security by phone several times to report a death. After extremely long wait times, only to be disconnected when the call goes through. This is a challenging time and I am feeling totally frustrated when trying to do the proper thing!
Vonda
We are very sorry for your loss, Diane, and sorry to hear about the difficulties you are experiencing with reaching Social Security. Typically, the funeral director notifies us of an individual’s passing by contacting the local Social Security office. To verify this information was reported, you can call us at 1-800-772-1213 for assistance or you can contact your local Social Security office. Please look for the general inquiry telephone number at the Social Security Office Locator. The number may appear under Show Additional Office Information.
Check out our Factsheet on How Social Security Can Help When a Family Member Dies.
Heather P.
I called after weeks if trying to get an issue resolved. Ms. Angela Greer in the Decatur office helped me. She was wonderful. She resolved my issue and I’m forever grateful. I just Wanted someone to know how great she was.
Vonda V.
Thank you, Heather! 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.
Michael R.
I am having a very difficult time trying to log in in order to change my direct deposit. I try to open a NEW account, but I am prompted that I already have an account . PLEASE help me.
pleas
e help me
Vonda V.
Hi Michael, thanks for using our blog. Check out our Frequently Asked Questions web page for details on how to change your direct deposit.
Please call us for assistance with your my Social Security account. You can call us at 1-800-772-1213 for assistance or you can contact your local Social Security office. Please look for the general inquiry telephone number at the Social Security Office Locator. The number may appear under Show Additional Office Information. Please be aware that our call wait times are longer than normal. We hope this information helps.
William P.
I just received poor service from a Jaime, who hung up on me during the call.
The call was at about 3:20 to 319-208-5069.
I would appreciate it if someone could listen to this phone recording.
Vonda V.
We are sorry to hear about your experience, William. 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
Angel T.
Since March we have only been successful on two occasions with reaching a live agent after being on hold for 2hours or more during this quarantine. The local offices are closed and not answering the phone which forces users to have to call the main 800# for assistance. There is no FAQ or reference documentation for users to refer to when there is an issue with submitting requests online for replacement social security cards. The only thing we need to know is where to mail the form to in which people are actually collecting and reviewing these forms in Atlanta, GA. Current issue is that after 3 attempts the system locks the user out which in my opinion the settings needs to be reviewed and updated. The analyst we originally spoke with could not figure out what was the issue as well and suggested waiting 24hrs. This issue is now going on for 5 months. We cannot get GA license without social security card (that was stolen) without sending the actual license, passport, etc. in which we have NO guarantee that anyone is working at these locations are monitoring the mail for it to be turned around in a timely fashion. This is a huge issue and this office needs to be considered as essential workers who need to report to the offices and hire additional resources as needed. Someone from IT need to evaluate why the system will not allow a user to submit a request for a replacement id to add to FAQ, and provide an option for identification in order for the request to be submitted. We have been going in circles regarding this issue and it is truly unnecessary. This is an issue that needs to be addressed and your customer service team need to be audited. I placed a call before leaving this comment and someone answered while calling the Winder GA office and placed the call on mute. I wanted to see how long before someone would answer and it is now 46:23 min of someone having the phone on mute after answering. This is to make it seem as if they are taking calls and their not. In the meantime I was able to contact and reach a live agent while still waiting for this department to take the phone off mute. These representatives should be answering the calls as they come to the queue.
Vonda V.
Hi Angel Tree. We apologize for the difficult time you are experiencing working with Social Security. We have referred your complaint to our Office of Operations to follow up and to take corrective action as necessary.
Danny B.
My passport & birth certificate have not been returned to me. I followed the instructions of Antonio Nares, w10, r5 social Security Administration! P.O. Box 4117, 1221 Nevin Ave. Richmond, CA 94801-3192.
BNC#: 20D1645J67395
The claim has been processed and money arrived in our bank nearly a month ago and my property has not been returned and I feel I’m being ignored.
Danny Buckley
abbasheart@pacific.net
Help me or let me know who can. Thanks
Vonda V.
Hi Danny, thanks for using our blog. 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 for assistance or you can contact your local Social Security office. Please look for the general inquiry telephone number at the Social Security Office Locator. The number may appear under Show Additional Office Information. Please be aware that our call wait times are longer than normal. We hope this information helps.
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