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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Kathy S.
Sooooo, do I keep waiting? Or can I go on about my life? Just wondering if I’ve been forgotten?
Kathy S.
Hi, I had an appointment for SS to call me at 11:45 Pacific time. I got a reminder call yesterday confirming it. I’ve been waiting for an hour for someone to call. Am I missing something? I thought you would have someone scheduled to call me at that time. Thank you.
Kathy S.
Now it’s been an hour and 10 minutes late…
Meaghan C.
tHAT METHOD SUCKS TOO. wE SHOULD BE ABLE TO CALL THEM. tHEY DECIDED THAT IS HOW i APPLY FOR MY ssa RETIREMENT BENEFITS THAT i PAID FOR.
Joanne W.
Miles of comments about phone agents taking up to 1.5 hrs to “get to you”, and no SS official will fix the problem because they could care less.
Didn’t get my direct deposit. My BD fell in the first part of Sept. Agent personally told me, I’d get my first direct deposit the 2nd week of October. Yah? Where is it? Its the 12th of October. Direct deposit is the fastest way to get it yet….. NO RETIREMENT BENEFITS. There were no holiday’s that interrupted service on the the day it SHOULD have been deposited.
Dannette C.
Is this post a joke? I routinely wait over an hour for someone to answer the phone – no matter what day I call – and am them usually treated very rudely. I’ve been treated with suspicion every single time, and I have been given incorrect information more than once. On occasions when I visit the office I am handed a post it with the 800 number and told that I need to call in. And this tends to be a monthly ordeal to get an SSI check, my sole income.
Beatrice P.
My husband is very ill and I recently became his power of attorney. I wanted to find out how to become his representative payee for Social Security. We went to the office in Hackensack, NJ. The woman I spoke to said that they don’t accept legal papers and said that she had to fax a form to my husband’s doctor. I gave her the doctor’s fax number. When we got home, I realized that the doctor had changed his fax number. I called the office many times and gave the new fax number to workers over there. One time, I was put on hold for about an hour, and I was told that it was taken care of. It’s been a month, and the doctor still has not received the form.
A.C.
Hi, Beatrice. We are sorry to hear about your husband’s condition and apologize for the inconvenience. For security reasons, we do not have access to personal records in this venue. Please continue working with your local office, and if necessary, ask to speak with the manager to see how we can help to expedite your request. If you are unable to visit the local office, you can call our toll free number at 1-800-772-1213 (TTY 1-800-325-0778. Representatives 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 in the week. Thanks!
Molly F.
Hello Ann,
If it’s true that SSA is underfunded and understaffed right now, wouldn’t it perhaps make sense if more of these interactions could be done online? A friend was telling me that she needs to make payments to SSA and there is no way to do this online. In addition to her extreme frustration with being unable to get correct information by telephone she says there is no easy way to resolve issues with your department. Can you address this question specifically?
josemolina
123 willma street 4 floor ny 10038 onset 07/31/2014 inupte federal voulation place bare place i treats worker falsee complaint intenew chines no problem *** – ** – **** birth 01/02/1968 then contacted notional number not take direct deposits call locaol office make changes my office resident
3320 boston rd 51 bronx ny 10469 my officer 3247 locona ave bronx ny 10469 summitted ssa 21 supplmenmt outside united state america 07/31/2014 place treats bare gi011169 location ice there not incidfent rteported
josemolina
my name is jose luis molina born new york city i have supplment secuity and socail secuity payments been haveing problem were person stole id three time rfn number 11/04/2014 and 05/02/2014 number stolen place hardship to get new rfn number criminal live new york city
whom are taken disabilty id not giving ducument police mta
re 61 6633 re 61 20140-334 id thefits american passort book mail for rfn number 1540 fultion street brooklyn ny 11216 mail back rfn i never got passort book were was reported police conduct invesgation mattter id thefits
also criminal enage fcc talking socail secuity while makeing changes direct deposit payments month frame my payments making make changes direct deposit my supplments secuity bankamerica socail secuity mertpoltain commerica bank 99 park ave ny 10016
im have living arrtagment problem renting motel room income 829.00 month need room place live
Mike R.
I am going to move. I do not want mail sent to new address until I get there. How many days before I move should I change my SS address?
A.C.
Hi, Mike. If you are receiving Social Security retirement or disability, you can create a mySocialSecurity account to change your address online once you’ve moved. If you are receiving Supplemental Security Income, you should contact your local office immediately after you move. We hope this helps!
Wonder
You have got to be kidding? I worked my whole life from age 16 to 65 to get this kind of horrid customer service? I cannot get through on the phone in less than 45 minutes and one time when I finally got through the person was an idiot and knew nothing more than what I knew from trying to search online. This is a disgraceful organization. Workers that should be fired. The offices have snarly, rude agents as well.
Ms. W.
Hello,
I am a child support case manager. Sometimes non custodial parents begin receiving SSA benefits and their children receive SSA derivative payments but the non custodial parents are told by SSA they can’t provide the non custodial parent with the beneficiary award letter(s). For child support this is very important so the non custodial parent (obligor) can receive credit for payments made from Social Security Administration to their children who they do not have custody of. Recently a non custodial father provided award letters of derivative payments for his children (who he does not have custody of) and we were able to make proper adjustments but they were sent to his attorney who then provided them to the non custodial parent. How can non custodial parents who do not have an attorney obtain the beneficiary award letters?