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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Steven F.
I could not sign on on my account. I said my password or user name was wrong but not which was wrong. Need my password and/or user name reset or send me new ones so I can sign in to my account. I was told I would have to wait 54 minutes when I called by phone. Call me at 817-903-8668 or an alternate number of 862-597-4355.
J.Y.
We are sorry to hear that you are having difficulty reaching someone by phone. We are experiencing higher than normal call volume. Representatives are available between 7 a.m. and 7 p.m., Monday through Friday but generally it’s best if you call later in the day. Just a reminder- please be cautious about posting personal information online.
William G.
I have not received my SS payment for October 2017. Was promised on October 26 and have not seen it yet. William G xxx-xx-xxxx
R.F.
Hi William. Unfortunately, but for security reasons, we do not have access to personal records in this blog. Please call our toll free number at 1-800-772-1213. Representatives are available Monday through Friday between 7 a.m. and 7 p.m.
Just a reminder – please be cautious about posting personal information on social media and communicating personal information via email. Thanks!
Judy B.
I have been waiting over a month just to find out if i can be my dad’s Payee/Rep. Nothing has come in the mail to let me know. I have also applied for Medicare card and SS cards for him and nothing has come. I am very upset about this and it’s a shame that it is not taken care of. My dad is 90 and is unable to take care of things and now i am doing it for him and can’t get anything done. Hope you can help!
Mary K.
Whenever I try to get access to an account, I am asked a series of questions. Some I can answer. However, very often I am asked questions which relate to my ex-husbands’ families. I can’t answer these. I am divorced from these people and don’t know them. And when I can’t answer the questions, I am told that I can’t have access to my account. I think this is unfair. Can’t the questions relate to me and my background rather than my divorced spouses children and their backgrounds and my ex father in laws? I have no knowledge of them and can’t remember my ex fathers in law’s birth dates. In fact, I wiped my past from my life and moved on. Can’t you change those questions to relate to my here and now? Why must I keep track of my divorced spouses and their families–with whom I have no connection. Please examine this and help me out. I realize you are trying to protect me with questions. But the questions do not relate to me from divorces of over 40 years ago.
R.F.
We apologize for any inconvenience, Mary. If you are having difficulties with your personal my Social Security account, please call 1-800-772-1213 for assistance. After you hear “Briefly tell me why you are calling,” say “Help Desk” for help with a my Social Security account. Thanks!
STEPHANIE V.
you never have enough people working to pick up a phone …taxpayers pay for this …i am on the phone now for one hour waiting to ask why my user name and password are not working because your a pain in the neck to reach i would rather use the web
R.F.
If you are having difficulties with your personal my Social Security account, please call 1-800-772-1213 for assistance. After you hear “Briefly tell me why you are calling,” say “Help Desk” for help with a my Social Security account.
Donna M.
I applied for spousal benefits in july. My husband passed in February, it took that long to get an appointment. It is now almost Nov. When I call to find out the status i get no response. What should I do?
R.F.
Hello Donna, we apologize for this inconvenience. For security reasons, we do not have access to personal records via this blog. Please continue working with your local office and know you can request to speak with the office manager to see how we can help to expedite resolution of your situation. If you are unable to visit your local servicing office, you 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. Generally, you will have a shorter wait time if you call later in the week. Thanks.
Bill D.
I waited over an hour on the phone just to ask a question about my benefits. Before I got to my question I had to answer about 10 security questions. During my answithe questions she was rude and condescending and told me to speak more clearly. I was speaking clearly and slowly and she hung up on me before I could ask my question. What a bitch. Social security sucks.
Isabelle K.
I turned 66 on 9/5/2017 and applied for Social Security benefits in August 2017 at Glendale, California office in order to get 50% of my husband’s Social Security earnings. I am presently working and plan to retire in two years. Even though I submitted all the required identifications including marriage certificate, pay stub, void check, and was told I would start receiving benefit checks starting in October 2017, I have not received any check. When I visited my nearest Social Security Office to find out the reason, I was told that my case was not processed. I’m wondering what type of customer service is this? How come the agent who was filing my case didn’t do his job?
Jamaal C.
I’m gratified by the manner in which blog.ssa.gov deals with this sort of subject. Generally to the point, sometimes contentious, without fail well-researched and also challenging.
https://www.youtube.com/watch?v=YDwsVNMIbYc
Frances
I have been on hold for one hour now. Does anyone ever answer?
R.F.
Hi Frances. We are sorry to hear that you are having difficulty reaching someone by phone. Sometimes we experience higher than normal call volume. Generally, when calling our toll free number at 1-800-772-1213, you will have a shorter wait time if you call later during the day or later during the week. Our representatives are available Monday through Friday, between 7 a.m. and 7 p.m. Remember that many services are conveniently available anytime at our website. Individuals can create a personal my Social Security account to get general information about our programs or manage their Social Security benefits. Also, we respond to questions and provide general information on our Retirement, Survivors, Disability, Medicare and SSI programs through our Blog and Facebook page. If you have a general question, we encourage you to ask here. But remember, never post personal information on social media. Thanks!
Meaghan C.
This system is ridiculous. SSA has gone overboard with security. Now I cannot apply for fuel assistance because my phone number changed. You wont let me verify it and now you are holding up my heat assistance. It is cold in New England! I CANNOT SIGN IN, USPS MAIL IS NOT AN OPTION PLEASE RESOLVE!!!