Social Security Questions? Here’s How To Find Answers

Help with social security problems

Getting answers to your Social Security questions can be really frustrating.

I’ve talked to many individuals who have nearly given up and just accepted what they were being told (even if it didn’t make sense). One client, Mr. Brewer, really stands out in my memory. He’d been looking for answers for a long time and had just returned from the local Social Security office. He was red-faced angry! “Devin, why is Social Security so &#%!@ complicated?”

Thankfully, he wasn’t directing his anger at me but at an almost incomprehensible set of Social Security rules.

Why It’s So Difficult to Get Answers To Your Social Security Questions

If you find the Social Security rules to be more than a little bewildering, you’re not alone. There aren’t many who find them easy to understand. For example, consider this excerpt from their rules.

“We consider that an initial determination is correct even if we send an incorrect notice.”

Huh? Trying to understand that makes my head hurt!

If you try to read it for long, you see that the Social Security rule book is full of great examples of how not to write clearly. I don’t think they are trying to make it confusing on purpose though. Over the last 80 years the Social Security system has evolved into something completely different from where it started. As it has changed, new rules have been written. As new rules were written, new explanations of those rules were written. Now the system boast nearly 3,000 rules and two websites with more than 108,000 pages! No wonder there are so many Social Security questions!

In addition to this enormous rule book, they have been challenged by budget cuts. According to a Senate report, the agency has shut down 64 field offices just since 2010!

Unfortunately, finding answers to your Social Security questions is probably not going to get any easier in the future. But if you know where (and how) to look for help, your chances of getting answers to your questions should be much better.

Here’s where you should start:

Social Security Administration

The Social Security Administration may be the most obvious choice for assistance with Social Security questions, but it’s not always that easy. After several phone calls and visits, you may give up in frustration. While your experience may differ, I’ve found the Social Security technicians to be a mixed bag.  Some know very little about the program but some have forgotten more than I’ll ever know.

Hierarchy at Social Security officeIf you want to increase your chances of finding someone who knows a lot about the program, you need to understand the hierarchy within your local Social Security office.

If you’ve ever been to your local office, you’ve probably seen a maze of cubicles and possibly more employees than you expected. All these people have a role and handle very specific areas of Social Security benefits. Within each Social Security office there is a hierarchy of representatives. Not all are created equal. For retirement and disability benefits, the Social Security employee will most likely have one of the following titles.

1) Service Representative

Service Representatives have the responsibility of handling general inquiries, fixing simple post-claim issues and answering the phones. Simply put, they are generalist. Although this is the first position for a new hire, I wouldn’t automatically discount their experience. Some Service Representatives begin, and end, a long Social Security career with the same title. Just understand, the Service Representative that answers your call may be a 6 month employee-or a 25 year employee.

2) Claims Representative

The Claims Representative is there for one reason. To assist individuals in filing claims to benefits under Social Security programs. Unless you are ready to process your claim, you’ll have little interaction with this representative.

3) Technical Expert

The Technical Experts handle the complex cases and do the stuff that’s too complicated for the others. THEY ANSWERS LOTS OF COMPLEX SOCIAL SECURITY QUESTIONS! Those I’ve come in contact with have exhibited a deep understanding of the rules and provisions of the Social Security programs.  But you won’t find them answering the phones or meeting with just anyone. Normally, you have to be referred by a Service Representative or a Claims Representative to get in front of the Technical Expert.

The next time you call (or visit) your local Social Security office, you’ll speak to a Service Representative. Give them a chance and they may be able to help you. However, if you have ANY doubt about what you’re being told, it’s time to escalate. Ask them to let you speak to a Technical Expert. It may take a while, but eventually you’ll be able speak to the most knowledgeable person in the office.

If you want to find the number to your local office, here’s the Social Security office locator.


If you’ve exhausted your options at the Social Security office, you may want to try to find a Social Security attorney to help you. But you may get frustrated here as well. Some attorneys can help you with your Social Security questions, but they generally don’t. Why?  The attorneys that work with Social Security benefits generally help individuals with disability claims.  Most disability attorneys will be paid a fee only if they win your disability case.  This fee to the attorney is paid only out of your past due benefits. If no past due benefits are awarded, the attorney will not receive a fee.

This compensation model removes any incentive to help individuals with Social Security questions because there are generally no past due benefits owed.  However, it won’t hurt to ask!  Some of the brightest minds in Social Security benefits are the veteran Social Security disability attorneys.  You may ask them if they will take your case on an hourly basis instead of the contingency fee they are accustomed to receiving.

Financial Planners

Financial planners are uniquely positioned to answer Social Security questions. And most can give you answers as long as you stay at a basic level. But if it gets complex, most just simply do not understand Social Security well enough to give good solid answers.

If you want a financial advisor who can get deep into the nuanced Social Security rules, you need to find one that is also a Registered Social Security Analyst. Advisors who hold the RSSA® credential have successfully completed a training program administered by The National Association of Registered Social Security Analysts, passed a final compentency exam, and maintained their annual continuing education requirements.

The RSSA® credential is the only designation program that I take seriously as a mark of competence on issues relating to Social Security benefits.

Free 15-Minute Social Security Consultation

After I went through the program and earned my RSSA® credential, I had my planning staff complete it as well. Now we have a team of RSSA® professionals who have a singular mission: Help you get every dollar in Social Security benefits that you deserve.

You can talk to one of them for no charge by scheduling a free 15-minute consultation.

There’s a lot riding on you getting good answers to your Social Security questions. The amount of benefits you, or your survivor, will receive can often hinge on how much you know! So don’t let this complicated system get the best of you. Get the help you need and schedule a free consultation!

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Luciano Mezzetta
Luciano Mezzetta
5 years ago

SOMETHING NEEDS TO BE DONE. I have spent so far 7 hours on the phone in an attempt to file a claim and receive information on the award given. When I asked why the award was as it was, I was given the answer to contact the Rome Benefits Office. I live in Italy and the Social Security Office there no longer handles claims or gives information by phone. All is done by e-mail. I wrote an e-mail to Rome and I received a reply that the notice of award was WRONG and that soon I will receive the correct… Read more »

5 years ago

I am just starting the road of inquiry to Social Security and I am finding the lack of resources from the SS office appalling. My account was blocked due to the Experian hack and I have been trying to get it unblocked the last four days. The website states you need to contact them so I followed that link and sent an email and have not yet heard back from my email. So yesterday I tried to phone my local office (which only had hours until 12PM on Wednesday) and after 15 minutes of answering the robot voice on the… Read more »

Jesse Alonzo
Jesse Alonzo
5 years ago

I have name on ss card other than my original birth name is there a record of my original name there ? I had one with birth name when I first got it in late ’70’s or what can I bring in to office To get birth name on new ss card and how long will it take to get new card ?

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