The Promise of Services at Social Security Association (SSA)

ssaBack in May, I was pleased at the speed and ease with which I applied to become “representative payee” with the Social Security Administration (SSA) for my parents. I was told that I should receive the confirmation shortly and would be able to update the address and make any other needed changes to my parents SSA checks within a few weeks.

When I hadn’t received any information by mid-June, I placed a call to SSA. Please note that they are only open from 9 a.m. – 3 p.m. Mondays, Tuesdays, Thursdays and Fridays and only from 9 a.m. – 12:00 noon on Wednesdays. The phone system says my call will be answered within 4 minutes so I opt to use the hold queue. After 20 minutes, I accept the offer to request a call-back. When I get the call back an hour later, the representative explains she can’t help me, she is based at SSA headquarters and gives me a phone number to call to reach the woman who initially helped me. I explain that the number she has given me is the number I called. Apparently, when call volume is high, it rolls over to a national call center.

In the coming week, I call back three times and each call is rolled over to the national call center.

It’s been 7 weeks since my initial visit and I have not gotten any of the follow up paperwork or confirmation and my attempts to find out what happened to my initial request are hitting a brick wall. I celebrated a little too soon. Instructed. 

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