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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Ashley
I called the local SS office today to find out how to get my name changed after marriage last March. I’ve been waiting and waiting because I knew the offices were closed. The woman who answered the phone was incredibly rude to my very basic and polite questions. She told me to mail in my driver’s license and some other information. I attempted to clarify by asking if she meant a copy of the license and she was very snarky “Did I SAY a copy? No. We need the original”. I inquired as to how I was supposed to drive my vehicle around if I had to mail in my actual driver’s license. She was very rude and said she could not answer my questions she could only tell me what the process was. I asked her name and she told me I didn’t need that information and hung up on me. Wow. At no point was I rude to her, I was simply a confused citizen looking for direction. I’m sure their office is overwhelmed due to COVID but there’s no excuse to be nasty.
V.V.
We are very sorry for your experience, Ashley. 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.
Sara J.
Hi, I became a citizen and need to change my status on the social security card from resident to citizen.
The person on the phone was of no help. Do I need the SS5 form? Also, Do I make an appointment?
V.V.
Thank you for your question, Sara, and for reading our blog. Congratulations on becoming a U.S. citizen. You cannot update citizenship status with Social Security online. You will need to update your Social Security record by showing us your Certificate of Naturalization and completing an application for a corrected Social Security card. Check out our Social Security Number and Card web page for the steps on how to get a new, replacement or corrected Social Security card. Step two is the SS-5. All submitted documents must be either originals or certified copies by the issuing agency. We cannot accept photocopies or notarized copies of documents. Please visit our Social Security and Coronavirus web page. If you believe you qualify for an in-office appointment, call your local office. You’ll find the contact information using our online Social Security Office Locator.
Solomon T.
I didn’t find it the SS5 form I have appointment tomorrow
V.V.
Thank you for using our blog, Solomon. Check out our Social Security Number and Card web page for the steps on how to get a new, replacement or corrected Social Security card. Step two is the SS-5. Check out our Social Security and Coronavirus web page for details on getting help with your Social Security number. Hopefully this is helpful!
Leticia B.
I can’t find the SS5 Application! I am a high risk and I can’t go into the soc. sec. office in person!
Please tell me where i can look so I can download the application
Jolanta Z.
I filed for social security (I’m 65) and I am a naturalized citizen but I don’t have my papers because we lost our house in a hurricane. I have a US passport that expired almost 6 years ago. The ss rep told me that I need to get all this info to them within 10 days but getting the passport updated will take weeks if not months due to covid. I’m stuck what do I do?? I called my local ss office and they told me I need to file a ss5?? I dont need a social security card I have that. Please let me know what to do next?? thank you for your help.
V.V.
Hi Jolanta, thanks for using our blog. It sounds like you need to update your citizenship status with Social Security. To do that, you will need to update your Social Security record by showing us your Certificate of Naturalization and completing an application for a corrected Social Security card. All submitted documents must be either originals or certified copies by the issuing agency. We cannot accept photocopies or notarized copies of documents. Please continue to work with the representative in your local office to get this done. You’ll find the contact information using our online Social Security Office Locator.