Never Take No for an Answer Over the Phone

Robin Mead

When you call Social Security or Social Services or Medicaid or Medicare or anywhere else, this is the Golden Rule:

Never take no for an answer over the phone. Never take no for an answer in a meeting.

It does not matter what your question is. Is does not matter what your situation. It does not matter what agency you are dealing with.

If you have not been turned down in writing, you have not been turned down. Period.

Pansy’s Story

“I used to be a Social Worker. I learned to never, ever rely on what you are told verbally by staff at Social Security, Social Services, or Medicaid. Always research eligibility guidelines yourself and apply. If you are denied, in writing, appeal it!!”

Pansy was repeatedly told she could not qualify for Medicaid. She didn’t listen! Read Pansy’s story: How Pansy Got on Medicaid By Being Smart, Scrappy and Persistent

Sage’s Story

Sage was repeated told he could not qualify for Social Security Disability and could not even apply because his work credits had expired. He didn’t listen! Read Sage’s story: How Sage Got on Disability By Ignoring What He Was Told

Dandelion’s Story

When Dandelion was searching for affordable housing, she was told “no” many many times. She was told all the waiting lists were closed and it would take many years to get approved. She didn’t listen and found a vert nice, very affordable, disability-accessible apartment in six months: Dandelion Finds 30 Open Waiting Lists

Petunia’s Story

If you want to apply for home aides, my advice is this: Watch out when you call and ask about this program. They will tell you that you cannot apply or you are not eligible, even when it is not true.

I called for five years and every time I was told I was not eligible. Finally, I asked for a formal decision in writing and asked how I could appeal. They sent a nurse to my house for a screening. At the end of the appointment, the nurse told me I was going to be approved and said she should have been approved five years ago.

Marigold’s Story

The person on the phone at Social Security said I needed to come to the office in person. I explained that I was homebound and couldn’t come. They insisted that it was written in the computer that I had to come in person, so I had no choice. I asked three times for a disability accommodation with no luck. I stayed friendly and polite, but just kept asking.

The fourth time I asked I said: “Who is the person who handles disability accommodations at your office?” Somehow that worked.

Instead of transferring me to someone else, the person on the phone decided to just try to do what I needed himself. Afterwards he said: “I didn’t know the computer would let me do that with someone over the phone!”

Azalea’s Story

The person on the phone told me that there was no way our household would qualify for utility assistance, because our income was too high. I never bothered applying.

A few years later I learned the rule: “Never take no for an answer over the phone.”

I thought: “Oh My God! I did that! I took no for an answer over the phone.”

I went online and found the policy manual for utilities assistance. I discovered there was a  policy that they don’t count income from a live-in aide. I printed the page with that policy and then sent it in with our application.

We got $500 off our utility bill. Too bad I hadn’t been doing that for the past three years!

R

Heidi’s Story

My Medicaid spend-down was miscalculated three different times. Finally, I filed a complaint and got to speak to a supervisor. The end result was I saved $3,000 per year on the spend-down, and got my Medicaid backdated by six months. Some Medicaid employees have an imperfect understanding of how to apply different regulations and formulas. You will get a different story depending on who you talk to. – Heidi C. Johnson

Carnation’s Story

For three years, I was told by everyone that I was not eligible for Medicaid because of my husband’s income. No matter how many places I called, and no matter how many people I spoke with, and no matter how desperate I was. Finally, I learned how to apply for Medicaid waivers. The income limit was much higher, they did not count any of my husband’s income, and they didn’t even care that we live in a sucky state where no one gets Medicaid. Now I am getting home aides plus Medicaid pays for all my doctors, prescriptions, vision and dental. How I Got Approved for a Medicaid Waiver

Marigold’s Story

The person on the phone at Social Security said I needed to come to the office in person. I explained that I was homebound and couldn’t come. They insisted that it was written in the computer that I had to come in person, so I had no choice. I asked three times for a disability accommodation with no luck. I stayed friendly and polite, but just kept asking.

The fourth time I asked I said: “Who is the person who handles disability accommodations at your office?” Somehow that worked.

Instead of transferring me to someone else, the person on the phone decided to just try to do what I needed himself. Afterwards he said: “I didn’t know the computer would let me do that with someone over the phone!”

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Be Like Pansy, Azalea, Marigold, Dandelion, Sage & Heidi

How to Have a Good, Helpful, Pleasant, Reasonably Successful Phone Call With a Social Service Agency

24 Magic Sentences That Can Change a “No” to a “Yes”

How to Solve Your Social Security Problems

How Come Someone at Social Security is Telling Me This Weird Thing?

How to Respond When You Are Told You Can’t Get Medicaid

Updated April 2018. Please comment below with stories, ideas, questions or suggestions. Please let us know if any links on this page stop working. If you found this page helpful, please share it with others by pressing one of these magic little buttons: