Secrets for contacting FBU?

Sorry if this isn't strictly a tax question, but I can't see it going in another forum.

I'm getting increasingly frustrated at the inaccessibility of FBU, by phone and by email/direct message. I'm still trying to deal with an "incorrect WEP" issue that has been going on for almost two years now.

I'll keep the nature of the issue separate as it's not the key reason for this post. I have been completely unable to get through to FBU by phone for over 6 months (no matter which number I use or what path I use, I keep getting to the "unavailable at this time" message.

They have cut their opening days down to two days, which doesn't help. I've tried sending a message but it's now almost a month later and still no reply.

Has anybody had success recently at actually talking with someone at FBU? They always used to be very helpful, but that's no use if I can't contact them.

Following this thread with interest, so disappointing to read about the decline of the FBU who were so helpful to my wife when she applied for her SS in 2020.  I will be applying for my SS towards the end of the year so am obviously likely to be very frustrated at the lack of response from the FBU. I wonder if I would be better off applying online through my SSA account instead of going through the FBU.

I can't

Following this thread with interest, so disappointing to read about the decline of the FBU who were so helpful to my wife when she applied for her SS in 2020.  I will be applying for my SS towards the end of the year so am obviously likely to be very frustrated at the lack of response from the FBU. I wonder if I would be better off applying online through my SSA account instead of going through the FBU.

I can't remember the exact steps in the process, but I *think* when I first applied, it was FBU (or SSA) who called me, rather than the other way around, so hopefully the start of the process will go OK for you.

The problem might be worse when errors are made and you need to contact them. I also still get occasional letters from SSA Maryland (or Willks-Barre), which FBU said shouldn't be happening. I recently received form 7162 from them, with no accompanying letter or explanation. FBU told me previously that I should submit ALL forms through them, as it's quicker (and they send the forms to SSA in the US anyway). However, I have also read online that "... it is important that the forms are sent it back by regular postal mail using the enclosed return envelope provided by Social Security to insure continuation of benefits."

A lot of the detail of my problematic encounters is described in my WEP post on British Expats so I won't repeat it here. I'm just glad that the error I'm trying to correct is an OVERpayment (not being sufficiently WEP'ed). If they were underpaying me - or stopped paying me, as they did for 6 months a year ago - it would be a lot more difficult.

if anyone gets an update on what's happening with FBU, please post about it!
I am *probably* being made redundant next year, and if that happens, i will retire, so will be reading with interest to find out how to progress things!

if anyone gets an update on what's happening with FBU, please post about it!
I am *probably* being made redundant next year, and if that happens, i will retire, so will be reading with interest to find out how to progress things!

The only update I have is "Still trying, still failing". I call every week during open hours, several times each day, and only ever get t the automatic message saying they "cannot take calls at this time". They should change the message from "this time" to "any time".

It's bad enough that they have reduced "open" days and hours from 4 days per week (total 12 hrs/week) to 2 days per week (total 7 hrs per week), they close for US public holidays, UK public holidays and one day a month for training. The most recent auto message said they were closed all of this week for renovations. Mind you, "open" days/hours are meaningless, because they never answer the phone anyway.

Their response to emails/messages also seems to have been extended - I think it used to say up to 2 weeks for a response, but my latest query was sent a month ago and I've still heard nothing.

Hopefully (for you), their response to new applications will be more efficient.

I just noticed you are in Helensburgh. I have two good friends there and will be cycling the Wild About Argyll trail in about a month! Small world.

Sorry to hear this about the FBU. When I applied in 2017 I heard from them pretty quickly, and had my funds retroactively certified and in my bank account within a couple of months, I believe. Very professional, very courteous.

For those with online SSA accounts, in case you didn't get this message, they are changing the options for logging in.

https://blog.ssa.gov/changes-are-coming-to-how-you-access-social-securitys-online-services/ 

Sorry to hear this about the FBU. When I applied in 2017 I heard from them pretty quickly, and had my funds retroactively certified and in my bank account within a couple of months, I believe. Very professional, very courteous.

For those with online SSA accounts, in case you didn't get this message, they are changing the options for logging in.

https://blog.ssa.gov/changes-are-coming-to-how-you-access-social-securitys-online-services/

Thanks Nan.

I had not logged into SS with the id.me I had set up for my IRS account, but it worked just great when I just tried it.

My backup plan if I don’t hear back from the FBU when I apply in November will be to apply directly via my SS online account.

Starting from scratch, to get the SSA.gov account, overseas citizens without a US address are recommended to get an ID.me account first. How nice of them to finally think about us I thought. Creating an ID.me account requires 2FA so you need to provide your UK mobile number. I change the flag to get the +44 then enter my mobile number which is 10 digits without the leading zero since we already have the +44. Alas this it won't accept as it requires at least 11 digits be entered as all the world has 11 digit phone numbers just like the USA. If only they'd tested it just the once, this would have been apparent.

Starting from scratch, to get the SSA.gov account, overseas citizens without a US address are recommended to get an ID.me account first. How nice of them to finally think about us I thought. Creating an ID.me account requires 2FA so you need to provide your UK mobile number. I change the flag to get the +44 then enter my mobile number which is 10 digits without the leading zero since we already have the +44. Alas this it won't accept as it requires at least 11 digits be entered as all the world has 11 digit phone numbers just like the USA. If only they'd tested it just the once, this would have been apparent.

I set up id.me from the UK 2 or 3 years ago so I must have found a way around this. Have you tried including a zero at the end of your phone number? I have just tried calling someone using +44 and it ignores the last zero

Unfortunately, a trailing zero is considered an invalid number in their system. A leading zero is accepted but does not result in actual text message, perhaps because +4407etc is not a valid number. The email-based alternative did work. Now it seems I need to find my physical SSID card, last seen about 40 years ago!

Unfortunately, a trailing zero is considered an invalid number in their system. A leading zero is accepted but does not result in actual text message, perhaps because +4407etc is not a valid number. The email-based alternative did work. Now it seems I need to find my physical SSID card, last seen about 40 years ago!

At least you found a solution, well done.

Rather than search for my old card I simply applied for a new card from my SS account and it arrived to my UK address within a week or 2 (and this was during Covid). Come your video interview you will to show both the front and back of your card so you definitely need it.

Unfortunately, a trailing zero is considered an invalid number in their system. A leading zero is accepted but does not result in actual text message, perhaps because +4407etc is not a valid number. The email-based alternative did work. Now it seems I need to find my physical SSID card, last seen about 40 years ago!

Glad you were able to find a workaround with the email-based alternative! And yeah, it's crazy that a trailing zero can make a difference. Good luck with finding your physical SSID card - 40 years is a long time, but hopefully it'll turn up. Thanks for the tip, durhamlad - applying for a new card might be the way to go if it arrives quickly. And good reminder about needing to show both sides of the card for the video interview!

The recommended way for overseas US citizens to get a replacement SSID card is to contact their local Federal Benefits Unit. Which neatly brings us back to the original subject of this thread.

Just an fyi for anyone else reading this thread, I also just created an id.me account, and entered my UK mobile with a 0 in front to have the correct number of digits. For me, the text message did come through that way, no issues.

Just an fyi for anyone else reading this thread, I also just created an id.me account, and entered my UK mobile with a 0 in front to have the correct number of digits. For me, the text message did come through that way, no issues.

Good info.