Social Security Administration

We got into the Walnut Creek Social Security office in the morning for a routine work. We were called in after the usual wait. We happen to meet Joshua McDonald for the first time as the rep. He was pleasant, courteous and knowledgeable and more than willing to help. We understood for the first time how the system worked and we could complete the required forms right there. For Joshua, it is five stars all the way!

If I could give 0 stars I would, but the only star I can give is purely for the lovely man who helped me after such a hideous experience.
I went to the SS Office in Walnut Creek yesterday. I wish my husband had let me know that you can book time slots because we got there for when it opened and waited from 9am until 11:30 to be seen. The whole process was truly awful. When I finally did get called up, I had to go to the front door to meet this absolutely vile woman who had a face like thunder. I didn’t want to judge on first impressions, but as we sat down in the back office, she curtly asked me for my passport, work authorisation and my form, all without even batting an eyelid toward me. I gave her my passport and work authorisation and said I hadn’t filled out a form as I hadn’t been asked to. She gave me the dirtiest look and said that she had, «just announced it over the speaker». Now, I was listening to all the announcements (and I even asked my husband to clarify after the fact) and what she said did not include those applying for a brand new SSN. I was livid that she was blaming me for her inability to list the correct uses for the form, but held my tongue enough to only say that I didn’t recall it in her message. She huffily got up from her chair, practically shoved the form into my hands, and told me to fill it out and wait for my number to be called. I went back out into the waiting room, clearly disheveled, and my husband asked what was wrong. I said that I’d just encountered the rudest woman I’ve ever had the misfortune to meet. I started filling out the form (something that honestly could be saved for them to fill in as they ask you these questions anyway), and my number was called to go to a window. I then was graced with a lovely man named Jun who very daringly told me that I didn’t have to fill out the rest of the form and that he would fill in the blanks. About 10 minutes later I was leaving having felt annoyed yet accomplished. If I’d just caught that woman’s name though, I’d be making a formal complaint. I even saw her, while I was relaying information to Jun, push in front of a colleague to use the photocopier that her colleague was already using. She’s a downright bully and lets down that entire branch.
But, enough of my venting, I just hope that no one else has the same experience. So all I can say to those applying for a NEW SSN books ahead and also fills out the form before their number is called.

My wife and I got here at 9am when they opened. There was already a full room of people already sitting down with numbers. We were called half hour after and met the person behind the desk. After telling her we were here to change my wifes name, she said, wait to be called. This is just your checkin.
If that is the case, why do they have you check in when you get here? Totally defeats the purpose of going to the kiosk to register and get a number!
It is 11 am and we still have not been called. This is the worst government facility I have ever been too! I have gone to dmv and social security offices all over california, virgina, and dc. This one easily takes the cake for being the slowest.

This office may be okay for basic issues, but is aggressively incompetent when it comes to issues other than simply writing monthly checks. I am not a lawyer but I helped an individual with an over-​payment issue. Social Security went out of their way to to cut off this individual’s monthly income by creating fictitious income and fictitious assets so she would not qualify for her monthly Social Security Disability payments. A major consequence was that she lost her house.
We finally had to take the issue to the Office of Disability Adjudication and Review, where we received a favorable decision concerning the amount of the over-​payment and the schedule for repayment. Two months after the decision, Social Security still has not incorporated the decision into the monthly payments and is instead deducting more than the Judge determined was fair. Along the way to adjudication, I sent three letters to the head of the Walnut Creek Office indicating that all issues could be fixed in one constructive meeting so that we could avoid adjudication. I did not receive a reply to any of them. Below is a line from the Judge’s decision:
«Further exacerbating the situation, the Administration has failed to adequately resolve these issues notwithstanding the many attempts of the Claimant and her representative.»
I would try any other office, if I had a choice. The culture of the Walnut Creek office flows down from the top and is not good.

I came here around 12 and my number was called about 30 minutes later. It wasn’t as crazy as I thought it would be. Definitely less stressful then the DMV.
The security guard can be a little overzealous but seems like an overall nice guy. Easy parking as well.

I got a call back as requested on 3÷31÷15 from SSA at approx 11:05AM.
The agent was so rude and unwilling to listen to my question.
She had a one line answer for every question «we have nothing to do with that».
She even lied at one point. When I said I need to know how to recover my password on SSA​.GOV if one of the security questions is not being recognized as correct.
She said that information has to match the 3 credit reporting agencies and if it doesn’t then you can’t get into the website. She also said we don’t have anything to do with that. I responded «You do have something to do with it. SSA​.GOV is your website».
She refused to listen and told me go to a local office and complain to them I can’t help you.
How can I get into a local office. I’m lucky if they are open when I get off work.
I work 7am –3:30pm and they don’t even work till 5pm in my local office.

The place was easy enough to find. Parking was easy as well. What I don’t like is the long wait. I was there for 3.75 hours.
It is also embarrassing having everyone stare at you while you register on the kiosk.

I recently was married (okay, almost a year ago; i’ve been lazy) and needed my name changed. I was lagging going here because it’s like going to the DMV.
I had no issues here, though. It’s everything you want it to be and more: bland colored walls, not enough seating, hot and stuffy, and a security guard who takes his job a little too seriously (not saying he’s not nice or knowledgeable, just a little too serious with the rules).
That said, I got there, parked, pulled a number, waited an hour and a half before I was called. and was helped by the nicest guy ever! I forget his name (he’s going to Hawaii in February though), but he was friendly, quick (he apologized for the wait multiple times), and personable.
Don’t go to any SSA office expecting to be treated like royalty, like your SS thing is more important that someone else’s. Go there, do the time, and get it done.

I called ahead of time and inquired about whether I needed to make an appointment for a name change. The woman I spoke to said I didn’t for a name change. She also stated that it would go quickly. I highly advise on making an appointment and not going with their word. I’ve been waiting now 40 min.

There is a serious opportunity for customer service improvement at this location of the Social Security Administration
Backstory: I have been trying to process widow’s benefits, for my Mom, for going on 3 months. Attempts to schedule an appt w/​any nearby SSA office & was quoted out 6 weeks — but I was offered a phone appt in 3 weeks so I said, why not
Well, we were blown off for our phone appt & there was nothing SSA would do for me but offer *another* phone appt for *another* 3 wks out (the next in-​person timeslot was the usual 6 wks out)
So after 6 weeks, I got my appt & finally connected w/​the absolute nicest person
Problem was, he was in Burbank & Mom was required to show her original marriage certificate to a person in SSA… b/​c god-​forbid, they work w/​any electronic documents! Our SSA person said if we could get to the Walnut Creek location the same day, we could get this all wrapped up
So I drop everything in SF; drive over to East Bay to grab mom; & we head over to Walnut Creek SSA. I check us in on their machines & we wait for 45 min
After we approach the window, things blew up… the lady at the window absolutely refused to help us b/​c she said we did not have an appt. But I DID have an appt 2 hours earlier & was specifically asked to come to THIS location to finish the application, so in my mind, I was still working under my «appointment». If I was trying this on a different day, I could understand but when it’s the same business day, under the direction of YOUR coworker, in my mind it’s the same appointment
She would hear none of it but kept arguing that we did not have an appt for that exact timeslot at their specific location… so we needed to go back out to the waiting room & sit in the non-​appointment-​holder line & wait our turn
You know what? In the time you took to argue these asinine theories w/​me about what constitutes a «valid» definition, in your opinion, of an appointment, you could have looked at my 1 document & we could have been done. Instead, your only apparent interest was to make things more difficult for us…
And we had already been there for 1 hour at that point, I wasn’t about to stay there the rest of the day, in the full-​to-​capacity waiting room
So we left & called our Burbank guy to tell him what happened. He called over to this office & apologized for our experience. He asked if we were willing to go back but the office is a 45 min drive & we were already back home & after already wasting 4 hours of driving & waiting to no avail, I was frustrated & done for the day!
Moral of the story: We had to go back on a different day, right as they opened, this time legitimately without an appt & just wait w/​the masses of other non-​appt holders…2 hours waiting for a 1 min conversation w/​the SSA person at the window… we timed it!
So thanks for working AGAINST your customers & for making this already awful time in our lives even worse!

They won’t even accept a hand delivered package. Take a number and wait in the fifty person line. So I had to mail the package instead and spend $ 7. No wonder our government is in such a mess.

Just got married and had to do a name change. Had read the reviews about getting there early and it’s true… I got there 30 minutes early and there was already a line. Fortunately, because of the horrible weather, the security guard let us in the building earlier than opening time so we could get our ticket and wait for the booths to open. The security guard was strict and I can see why some people think he’s a little too strict but he does his job well and let’s face it… who wants to stand/​sit beside someone talking on their phone, stuffing their faces with food? So I appreciate his hard work and dedication. The booths open at 9a.m. and they do not take you in order of when you get to the SSA. Your ticket number defines who goes when as people are there for different reasons. I was the second name change in line and I was out the door at 9.07a.m. I had taken everything I needed with me. I read a review saying that birth certificate was required — I took mine in my folder, didn’t say anything about having it and was never asked for it. I needed the application, passport, marriage certificate and driver’s licence. If you have the application completed before going it obviously helps expedite things for you. I made a remark about how busy the place was and the lady explained that the majority of people there could take care of the items themselves online so it may be worth while checking before you go. Name changes are one of the things that cannot be done online.

If you get here early, you will be out in an hour. You must arrive about an hour early and get in line. The security guard things he is the Asst. FBI director. If you can get over his arrogance and little man syndrome, the staff are relatively nice and helpful.

I was happy that it only took 1 hour to change my name. However, the security guard, while I understand that he is doing his job, was quite anal about small things. Not with me… but with others that were there. One lady took a photo with her phone of her child «No Photo’s Allowed!». Another lady (who was there before me and still waiting when I left) was feeding her 8−12month old baby a little banana «No food or drink!” — the lady explained how her child was hungry and he said she needed to go outside (It’s hot today…90 degrees, very sunny) — come on dude, give her a break! The woman who helped me was great, and the process was very easy. I wish I could have scheduled an appointment– but it’s not an option for changing your name.

I needed a name change, they don’t offer appts for that service. I got here about a quarter to 9am, already 30 people in line. Security guy directs everyone to the sign in kiosk. About an hour and a half in, 3 of 5 service windows were closed. I waited 2 hours and was called to the back office. Not a whole lot of chairs, but there’s some standing room. My service rep was very efficient. No fees for a name change. Only reason I gave 3 stars.

I have been to this office a few time in the past couple of months to sign up for my retirement benefits. I have always made an appointment and have always been seen on time.
I have worked with Ms. E. Bell on those visits, who assisted me on a problem which I created. She has always been very professional, knowledgeable, pleasant, and prompt when communication between us is necessary whether done by phone or email.
I recommend that an appointment time is always made in order to be seen on time. Additionally, always work with the same individual who knows your case and situation. They have their own schedule and can set up an appointment with you, directly.
Making an appointment and working with one individual, after your initial visit, will eliminate a lot of frustration.

Went here for a replacement SS card. I got to the office at about 8:30am, and there was already a line of ~20 people. The security guard gave a short speech (no food/​drinks, silence phones, etc) and then we proceeded to use the sign-​in kiosk one at a time. Got my receipt/​number, and expected to see/​hear my # called. Strangely, they called my full name over the pa just moments after I had sat down (I had no appointment). I was directed to sit at a desk in the back office. The woman on the other side of the desk was friendly and efficient. I was only asked for my drivers license, and to confirm my address and phone number. After that, she asked the following questions:
«What city were you born in?»
«What is your mother’s first name and maiden name?»
«What is your father’s first name?»
She then gave me a computer printed receipt for my transaction and said the replacement card would arrive in the mail. I was out the door at 9:09am sharp. A few reflections:
* If you are coming for a replacement card (and know your SSN), the process is open and shut, and that’s probably why I was seen right away. If you’re there to fight for benefits/​settle a case/​etc, your process could take much longer.
* Like any line-​based system, it pays to get there early. I’d rather wait 30 minutes in line than an hour in a waiting room.
* This is a ground-​floor suite in an office building. Like many office buildings, there are a lot of spaces that are reserved, and I would expect to find zero parking after about 10am. An easier parking situation would probably be civic park next door — they let you park there for 3 hours for free.
* The office is right next to the Iron Horse trail — you can literally see the trestle from the front door. If you’re on a bike, this makes it super easy.

It started off on a low note. A recording at the 800 # repeatedly told me there was no one to speak to me. So I arrived at 9 with no appointment, a line out the door and a broken check-​in kiosk. I was out by 10, assisted by a very helpful and even funny rep.
I would advise that you research your issue and come prepared with questions and paperwork. That made all the difference.

Just try to get here early. Parking is b$&@% there’s some in the rear and side. Walk in and fill out their computer log in to get a number (of course there’s no sign saying to do this, you’re just suppose to figure it out in front of a crowd of people.)
There IS NO ONLINE appointments for SSN card renewals or name changes. However, a good amount people do have appointments for God knows what and they get served first before walk-​ins.
Wait forevvvvvver. I waited bout 2 hours only to be helped by a unfriendly, snotty women. I was getting a name change and apparently one needs the following: DL, marriage certificate AND birth certificate (No where on their website says to bring the birth certificate.) The woman rudely turned me away told me to try another day. Hate this place.

My son was born in January 2011. Roughly December 2011 I said to my self,“Wait a second? Wasn’t this new person supposed to get a Social Security card?”
I signed the paper work at the hospital. Was told that I would get the newly minted card in the mail about 3 weeks after his birth. This wasn’t the first thing on my mind considering that I had just… HAD A BABY!
My sister had a baby 3 month after me in a county hospital and sure enough, she got her little guys card in less than 3 weeks. What the hell?
So I hefted a sleeping baby, in a car seat, to the line that was forming outside of the Social Security office on one of the windiest days of December Ive been in. The line took quite a few minutes to move. I got there before their opening time. I thought I was safe to go during the week. A las, no, I really don’t think it matters.
You check in at a computer kiosk type thing that is guided with velvet ropes. Once your info is put into the system you get a number letter issued in your honor. For getting there at opening, I was quite a few numbers behind the rest.
I was finally called up and let me make some suggestions before you ever get to this point. Visit the Social Security Admin. web site before you come down here. Make sure that you have all of the proper identification.
Also, print and fill out all of the proper paper work. They don’t have those forms anywhere for you to fill out until you get to the window and your designated person can give it to you to fill out there. A mistake I wont make again.
I brought, birth certificate, copies of the original forms from the hospital that I signed wanting a SSI Card for Lil’ John. I even brought my marriage license. Everything except the print out of the paper work.
Apparently I didn’t need it. When I got to the window he took mine and my sons info and inputted it into the computer. My son had been issued a number but no card was ever sent. I didn’t need to fill anything out. Just sign the paper saying my sons information was correct.
Sure enough, a week later I got his card in the mail. I truly don’t know what happened. Going through the process is hard and takes a chunk out of your day, but you have to do it sometimes.