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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Mark R.
I am trying to sign up for social security, but cannot due to unknown reasons, the on line system just says to contact social security. Right, I really have an hour to wait until they answer the phone, that is after the 10 minutes of idiocy I have to endure before I even go into the wait que. Either hire people not computers, or privatize the blasted system. Remember, YOU WORK FOR US!! Best yet, hire some private people to show you what customer service on line means. I would be happy to help.
Barry J.
Locked out of MY Account. Did not receive 2018 benefits letter. Tried calling SSA First time told 55 minute wait. Next time 1 hour 30 minute wait. Sent 4 Emails. NO RESPONSE . Terrible experience. Will visit local office.
Julia D.
I just want to know what my benefits would be if I retire. You don’t send out the notifications any more so you can save money and I can’t access the info online. I certainly will never get through to customer service. Should I just go to a SS office in person? How long should I expect to be there for? Should I plan an overnight stay? Is there anyother way to get my info?
R.F.
Great news, Julia! You can get your personal Social Security Statement online by using your my Social Security account.
Julia D.
I have been on hold for over 40 minutes. Where is the customer service? How do I get customer service?
Susan
I have been waiting on hold for 1 hour and 20 minutes. really?
R.F.
We’re sorry that you had difficulty reaching someone by phone, Susan. We may have been experiencing higher than normal call volume. When calling our toll free number, you may have a shorter wait time if you call later during the day or later in the week. Representatives at our toll-free number, 1-800-772-1213 (TTY 1-800-325-0778), are available Monday through Friday, between 7 a.m. and 7 p.m.
Remember that many of our services, including applying for retirement, disability and Medicare benefits, creating a my Social Security account, requesting a replacement Medicare card, or reporting a change of address are conveniently available -anytime- at our website. Thanks.
Paul T.
I just called the SSA 800 number to report the death of my mother. The automated system asks me “What is your Social Security number?” I am of course reluctant to put in my own SSN for fear I will get killed off in the system. I am then advised that there is an hour and 15 minute wait time to speak to a rep. It seems to me it would be a lot better if the automated system asked for “the SSN of the deceased person” or “the SSN of the person reporting the death,” depending on which it is you actually are asking for.
R.F.
We are sorry for your loss, Paul and apologize for any inconvenience. Typically, the funeral director notifies us of an individual’s passing by sending the deceased person’s death certificate to the local Social Security office. Generally, when calling our toll free number (1-800-772-1213) you will have a shorter wait time if you call later during the day. You only have to request to speak to an agent directly. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m. Thanks.
dave w.
every time i call the electronic menu says too busy to talk to me and disconnects thats cusyomer service? ihave a worrisome queation i need a answer toand the SSA wont help me
R.F.
We’re sorry that you had difficulty reaching someone by phone, Dave. We may have been experiencing higher than normal call volume. Representatives at our toll-free number, 1-800-772-1213 (TTY 1-800-325-0778), are available Monday through Friday, between 7 a.m. and 7 p.m. You will generally have a shorter wait time if you call later during the day.
Keep in mind that many of our services are conveniently available -anytime- at our website. We encourage our customers to create a my Social Security account. With a personal my Social Security account, you can get estimates of your retirement, disability, and survivors benefits, review your earnings record and much more. Thanks!
Catherine
“Survey” offers a choice of irrelevant responses.
*I was not offered the option of having SSA call me back so how could I choose to use or not use it?
*Yes, I waited over 30 minutes, but why not ask if I waited over an hour or over 90 minutes or over 2 hours?
* Referred to a number that I can no longer call tonight because I was on hold so long isn’t really a partial response to my question.
R.F.
Our apologies, Catherine. We are sorry that you had difficulty reaching someone by phone. We may have been experiencing higher than normal call volume. Unfortunately, and because of security reasons we do not have access to personal records in this blog and cannot provide any assistance with your Medicare billing. You will need to speak with one of our agents. Representatives at our toll free number (1-800-772-1213), 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 during the day or later in the week. Please try again. Or you can contact your local Social Security office directly. Thanks.
Lenny M.
I’m pleased by the manner in which blog.ssa.gov handles this type of subject matter. Generally on point, sometimes controversial, consistently well-written as well as challenging.
http://ttree.co/85054
Catherine P.
I have been on hold for 2 hours now. “We serve over 150 million people and as a result we do have relatively busy periods,” is a poor excuse for not providing bill-paying services, especially when paying the bill has life-and-death consequences. I’ve never had a phone call to SSA take less than an hour.
I did not receive a medicare bill & want to know how & how much to pay.
Two quarters ago, I received a bill dated a month-and-a-half previously telling me my payment must be received on a date which was the next day. Cancelled my clients, went to the office, paid the bill that day, and my medicare was cancelled.
I don’t understand why I can’t pay this bill on line like any other, why I can access the rest of my account but not my billing account, nor why, if I must phone, it should be this difficult to do so. I’m educated and fairly intelligent. How do others manage?
Hope my medicare isn’t cancelled again. This is actually terrible customer service, worse even than Centurylink or Citibank.
Took 15 minutes to plan and type this comment. I’m still on hold, so my phone may die.
Edward C.
Earlier this year (Feb. 2017) you offered a call back service when there were long waits at the 1-800-772-1213 number.
I used it once and it worked GREAT.
Today (Nov) that call back service appears to be no longer available.
Either I get told “long wait–call back” or twice I have waited one hour and then got disconnected (hung up on).
Very frustrating.
You get a great big “PATHETIC” on customer service.
I do not want to go to my local office and stand in line for 4 hours.
Please advise on a way forward.