US Social Security Administration - Phone Service Only

Nancy is the worst experience I have ever had with social security customer service. I had my name changed and also my citizenship status. I got the receipt on Aug 3rd which said that they approved my application and I should receive it within 2 weeks. After 2 weeks, I called again. One lady told me that there was no trace of my application on the system and asked me to re-apply again. I doubted it so I called again the next day. The lady was nice and explained it to me how the process worked. She said it bounced back, and now she would fix it for me. She recommended that I should call back after 3 days to double check if my application did really go through. I did, and I was confirmed that it did go through, now I just had to wait for my card sending home. After 2 weeks since that day, I haven’t got my new SSN yet. I called again and met Nancy. Nancy had really BAD attitude responding/ explaining to my questions. She works there, so she knows how everything works, but I don’t. So I need to know the reasons why my application was bounced back two times already. The 2nd time, it bounced back on Aug 21, now today (09/03) just got to know about it because I called to ask the status. So it seems like no one is following the application? They won’t know if it bounces back until the person who needs it call them? Nancy explained there is a lot of work there, I need to wait for things to get processed, and she doesn’t know the time frame I would get my new card. I understand the situation but the way she responded to me seemed like she had a bad day at work and I tried to put it on me. Please be professional and put yourself into the callers’s shoes who need the services! Right now, I don’t trust them anymore, I have to call everyday to make sure my card is being processed and make sure that’s not Nancy talking to me.

Simply horrible. No words without going on a rant and then worrying about my blood pressure. One star only because I talked to one nice person....he couldn't help us but nice.

Marie is the most professional and helpful customer service agent there is. She is courteous, patient, and willing to put the customer first. Two Maries in Colorado Springs SSA Office will make the place the best in the nation. There is this lady that hung up on me twice in the most rude way possible. She couldn't say her name the second time I called. I lost faith in this office until I called and it was Marie who picked up. God bless Marie for her professionalism and I want the Colorado Springs SSA Office to note that Marie makes them look good and people-centered.

Do NOT try calling this office. 43 minutes on hold!!!! and still no answer!!! Gave up at 57 minutes!!! I'd give zero stars if I could.nOK, so I revised my review. I called back and requested a call back, which took an hour to get but, it was better than sitting on hold. And the agent was very pleasant. So, I recommend that route, if you can!

Very nice facility. Once you get passed the security guards at the door (make sure you leave questionable items in your car), there is a large seating area. Use the electronic check-in machines, take a number and sit down. There are 30 or more possible windows - not just the few you see from the waiting area. Watch the screen & listen for your number to be called. Note: Having an appointment speeds the process considerably. The person that assisted me was very courtious and helpful.