Social Security Is Improving Our National 800 Number and Reducing Call Wait Times
Reading Time: 2 MinutesLast Updated: November 18, 2024
Social Security launched a national 800 number in October 1988. Today, our agents answer more than 28 million phone calls a year. Our new telephone platform makes it even easier to connect with us.
Why use our 800 number?
For more than 35 years, our toll-free number has been an easy way to contact Social Security without the need to travel to a local office. Our national 800 number – 1-800-772-1213 – allows you to access information and services with just a phone call, saving you time and money. It is especially helpful if you live in a rural or remote area, have limited mobility or transportation issues, or juggle a busy schedule.
For many people, the fastest and most convenient way to conduct business with us is online at www.ssa.gov. If you cannot or prefer not to use our online services, our enhanced telephone system offers new features that allow us to better serve you – whether you’re calling to update your personal record, check on the status of an application or appeal, or request a replacement Social Security card.
Our improved Call Back Assist feature saves your place in line without you having to wait on hold to speak with a representative. That means you can go about your day until a representative returns your call.
Our 800 number offers services in English and Spanish and interpreters in more than 200 languages and dialects. Our free interpreter services ensure most callers can access information and services in the language they prefer.
We also continue to offer teletypewriter (TTY) services for people who are deaf, hard-of-hearing, or have difficulty using a traditional phone.
Wait times on our national 800 number are longer than we would like, mainly because of hiring and staffing challenges. We’re worked hard to reduce wait times and have cut the average wait nearly in half – from 24 to 13 minutes. We’re putting into place new technology and business practices so we can shorten wait times even more and improve the customer experience. By the end of fiscal year 2025, our goal is to answer our 800 number calls within an average of 12 minutes.
Reducing call wait times is one of Commissioner Martin O’Malley’s top priorities, and he’s committed to providing the public with prompt and reliable service. Our new phone platform is a major step forward. To learn more about our efforts, visit our 800 number performance webpage.
When can you call Social Security?
To speak with a Social Security representative, please call 1-800-772-1213, Monday through Friday, 8:00 a.m. to 7:00 p.m. The best times to call are early in the morning, later in the week, and later in the month when wait times tend to be shorter.
Our automated telephone services are available 24 hours a day and do not require you to wait to speak with a representative. You can request the status of a claim, a benefit verification letter, an SSA-1099 tax summary, and more. You can also listen to informational messages about a variety of topics.
Please let others know about improvements to our national 800 number and share on social media.
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Dana B.
The SSI office is an absolute joke! I was on hold over 4 hours finally get a representative who placed me on hold while I walked to my elderly father’s room to take him the phone, sent to a survey! THEN, called back on hold over 2 hours the man pretended not to hear me, said “hello”, a few times- nothing wrong with my phone – course it was after 7pm! Called again on Monday get an agent after over 2 hours then sent to a survey AGAIN after speaking to her about the procedure and I’m taking the phone to my dad again. They are a corrupt joke!!
Richard
I was on hold for three hours and then I was cut off. They hung up on.Me
And that was the first time I called today the second time I was on hold for three hours went to the bathroom and I missed a call. I tried to call back another three hours and they hung up on me again.
Horrible
vicki
Aside from the hour or more hold times, the automated answering service has never, not one time, understood a word I have said. No matter what type of phrase she says she cannot understand me, followed by a transfer to the next available agent. Be honest, do you actually have different departments answering calls? If not, isn’t this fraudulent to come off as if you do, and making the caller feel like they have a speech impediment? Isn’t that similar to ADA discrimination? IF you do not have a purpose for asking why we are calling, stop treating us like idiots making us yell into the phone please.
Phil
I can’t believe that I have been waiting for 3 and half hours and they dropped my line!
Bob C.
WHY is there NO option to ask for a call back?
It is inadequate to say “wait times are longer than 120 minutes”.
I’m now waiting for almost 3.5 hours.
Rebecca G.
I can’t believe the average wait time is 13 minutes. I am currently on hold on a phone call with SSI and have been waiting for 2 hours and 43 minutes!!! Still waiting…. Government agencies are the absolute worst. 🤦🏻♀️
Amy
It’s not! I have been on hold for over 2 hours and 38 minutes. Disgraceful!
Katie
3 hours and 42 minutes still waiting
Katie
Currently on hold for almost 3 hours. The website locked me out of my account and I am stuck. This is so incredibly inefficient and honestly laughable that this article is even claiming that sub 1 hour wait times were ever the average.
Michel J.
That’s me today. They said 120 minutes and going on a lot longer. I’ve tried the, call you back option and they never do.
Chuck B.
12-2-2024. I have been on hold for 3 hrs and 12 minutes. Trying to resolve a missed payment issue. This is pathetic. My guess is the workday will end before my call gets through and I will have wasted all of my time.
Susan
LOL. I am currently on hold, and it’s been two hours and twenty-six minutes (and counting). There was no option for a call back this morning when I visited the website.
I wish it was something I could take care of online. Medicare manages to be available by chat 24 hours a day.
This is ridiculous.