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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Monica S.
12/5/24
I called a little after 4pm and was told the wait time would be over 120min. At 8:40 pm and still on hold and knowing the office was probably closed, hung up. No one way customer experience ranking has improved and definitely no way wait times have improved. Good thing I couldn’t answer the customer survery.
Linda
Been waiting 3 hrs and 19 min. This is ridiculous. And the repeat of the crap messages every 20 seconds is awful 😖
Stacey
I have now been on hold for over FOUR HOURS and noticed that it’s almost 7pm and the office will be closing! Now what? I was INSTRUCTED to CALL as this is something that I cannot do on the website (which I would be happy to do). I even went on the website and tried to sign up for a Call Back but it said the program wasn’t available! What is a person supposed to do? I was told I only had 10 days to respond but I cannot get through. How do I get help???
Fran
I’ve officially been on hold for 3 hours and 42 minutes and its now after 7pm. UNBELIEVABLE!
Liz
Been on a hold a hour plus to fnd out answers to 2 questions that medicare raised because social security refuse to send me the medicare from twice I asked for to cancel medicare part b or cancel a and b because it doesn’t meet my needs. So now I’m like huh? What this law? What do I got? Why wasn’t i given the option before medicare the option to work or off benefits then?
Gerald i.
I have been waiting for well over three hours on the phone for someone to answer. Nothing
Nicole K.
Four months of suspended benefits resulting from ineptitude on the part of my caseworker, repeated visits to the office, talking to the director and getting my congressman involved culminated in the worst service I’ve ever experienced. There is a pattern of disrespectful, patronizing attitudes in the Russellville, AR field office and because I refuse to put up with it another minute, I was left alone at the window because a rep refused to help me. It was about 3pm I was the only customer . No one else came. I asked the security guard to get someone. He said there was nothing he could do. I can’t get a hold of anyone who can help me.
Tina
Waited a hour waiting for someone to answer left call back number and nothing this is outrageous to have to wait this long to speak to someone and then they don’t even return your call
martin u.
i have been waiting 3 hours still no pick up
Nancy C.
I have tried 4 times on 4 different occasions waiting over 3 1/2 hours each time and twice my call was answered and immediately hung up on. This is absolutely unacceptable.
Christine
I have been trying to call for 3 weeks, and when someone does answer the phone, they pick it up and hang it up. The automated teller tells you to use SSA.Gov for address and telephone changes, but it’s blocked from allowing you to make the change. This type of customer service is outrageous and unacceptable!
S.S.
Hello Christine. We are sorry to hear this. You can submit feedback by visiting our Contact Social Security webpage. 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