People of all ages may need to contact the Social Security Administration (SSA). Suppose a young person can't find their original Social Security card when applying for their first job. In that case, they must contact the SSA for a replacement. A person who can no longer work due to a disability can apply for benefits through the SSA.
The Social Security Administration helps retiring people complete paperwork for their benefits. Widowed persons and children of deceased or disabled adults can also apply for benefits. I called the SSA to ask if I am currently getting Social Security benefits and working part-time, "Will the money I still pay into Social Security increase my monthly benefit?"
Included in the greeting by the automated response system was a message that said if this was an emergency, call 911. The systems said someone can answer calls from 10 a.m. to 5 p.m. on weekdays. It also went through a menu of selections a caller could press to get help, including someone calling about a Social Security issue.
The automated system said people could call SSA to report Medicare or Medicaid fraud, social security fraud, identity theft and get help with applying for benefits. It also said the website Social Security.gov has information regarding programs and benefits.
The system told me I could call 800-772-1213 Monday through Friday, 8 a.m. until 7 p.m. to speak with a representative. The automated system offered the option of listening to the message again or hanging up. After hanging up I called the number to speak to a representative, but I got more of the same.
An automated voice response system began by thanking me for calling and informing me that they may record the call. It provided the following announcements: The cost-of-living adjustment would start in 2024, and the Medicare Part B premium would increase. It also warned callers to be aware of people impersonating the SSA and to report those incidents to the agency.
The system suggested help topics and asked, "What sounds closest to what you need help with? None of the system's recommendations could get me the information I needed.
When the system finally said it would connect me to a representative, I listened to a message saying my expected wait time was 42 minutes. Not having time minutes to wait that long, I gave up on getting help and decided to try another day.
The experience of calling the Social Security Administration did not surprise me. It is a large government agency serving millions of people every day. However, every state has local Social Security offices, so I cannot understand why the system does not encourage individuals to call those offices for help.
Speaking to a human is preferable to pressing numbers that don't lead to the information a caller needs. An automated assistant cannot listen actively and ask specific questions that enable a consumer to get help.