Quote:
Originally Posted by legaldude
Yes, they DO keep records of your calls. When you call them, and you hear the typing in the background, they are pulling your claim, researching, and entering a short note about your call. The "researching" I was referring to is looking at the call notes and history. This prevents them from lying (as their supervisors regularly review these notes) and also prevents them from giving you conflicting information without actually researching it. However, it can ALSO upset them when they see that you have called weekly, and lets just say they will be less than 100% cooperative with you or your attorney when it comes to that.
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The typing is how they access the various data bases that have information and moving from screen to screen in an attempt to find the answer your question. Some things you say are entered. Much is not. Or, if they take an action, they have to type in the correct code and the supporting evidence. Supervisors do not have time to 'regularly review these notes'. They may review the documentation when a problem arises, but not as a matter of daily review.
Yes, there can be various records that can be researched to figure out how many contacts you have made, but not everything is tracked. But there is no agency directive or plan or system that employees are less than cooperative with the people who call often. It is my experience that the backlogs are so great in all areas of the SSA workloads that most employees want to clear a case rather than listen to yet another phone call complaint.