DFAS Customer Service

They are horrible. I am the son of an annuitant and I have been trying to get a copy of her 1099R since March 2023. I have to file an extension for her federal taxes for 2022, as I didn't get the form in the mail, which is fine as she moved. The process of changing her address and requesting a new 1099R has taken 5 phone calls and two mailings, for a total of 4 hours of my time between 3/23 and the end of 9/23. On each call they say the 1099R has been requested and will be mailed, but I have yet to see it. I have tried MyPay (on-line) but since she already has an account, I have to try to get customer service to help me.

hi, so I had just got off a phone call with a customer service representative, and from the beginning of the conversation she had so much attitude in her voice. She sounded so disinterested, and she was just so blatantly rude. I personally believe she was just trying to end the phone call as soon as possible with her attitude because it was that bad as if she wanted me to argue with her or hang up and call somebody else or be transferred because during a lot of the questioning, she even asked me for my account and routing information and are the customer service representatives even supposed to ask for that over the phone when they are verifying your identity? I understand asking for my first and last name and my social and when I join the military but really my account and routing information? I had to look it up my numbers on my phone and she gave me attitude as if I was supposed to know it by heart on the top of my head? And then on top of that she was asking me more questions like my 'pay grade' and I did not know she was saying 'paygrade' the whole time I thought she was saying something like 'say green?' And I kept telling her 'hey, may you repeat that again I cannot hear you' and she got an attitude tried to hang up the phone saying her speech of ' if you cannot hear me, you will have to hang up and call back' and she was saying it's so fast as if she wanted me to hang up or she hangs up so she didn't have to do her job and I had to correct her many times that I could hear her loud and clear, but she has a strong accent and needs to pronounce her words, since I kept hearing 'say green'. That's all I kept hearing from her for a little bit until she said it slower, thankfully, and said ' paygrade', and I was then able to answer her other verification question. I told her she was mumbling, I just believe she's doing it on purpose and then also when I asked her about when I'm supposed to be expecting two of my checks, she gave me the answer to one and then I clarified and said 'hey, I need the second answer as well', and that she refused to give me the answer and went ahead and just transferred me to somebody else and before that transferring stuff I was a bit confused so I asked her for a supervisor and manager number because I wanted to complain to them about how she was treating me. Ask them some questions about if she is supposed to be asking me certain things and why was she treating me like this and she straight up told me she does not have the number for any of that and went ahead and transferred me . I know her name but she told me she has no Number. Anyone who knows how I can report her for potential fraud and she bad attitude please give me a number/ agency.

Once again i am seconding the comments made on here.i can not believe these customer service reps are allowed to treat clients the way they do.I feel absolutely shamed by most of them when i call in...like im creating a problem and a nuisance for them by asking for their help in a matter.this is not acceptable.I encourage everyone on this site to contact the DFAS complaints services and give detailed messages and or start an investigation into the problems they are having.These matters have actually been taken to court several years back(including loss or misplacement of confidential and identifying informatión)The number to leave a recorded message for complaints is 1-800-330-8720 or 1-216-204-5806.(you can remain anonymous if you choose)on the DFAS site there is also an email and a fax number to report complaints.Lets stand together and make our voces heard so that maybe there is a chance for change.Kimbo

I Have never seen a fiduciary organization so terrible in my life. When it comes to a service members money, they don't even lie well, but you can count on what they are telling you is a lie. Not only is the people processing your pay lazy, but they have the ideology, they do not owe you an explanation and they can process pay as they see fit. DFAS needs to go ASAP!!!!! Starting with the Senior Director

Many DFAS Rome personnel lack attention-to-detail and tend to return travel claims multiple times for different reasons, often to "reset" the clock on their woeful timeframes for handling issues.

Absolutely the worst! The representative I spoke to, or should I say listened to because she never listened to my issue. She actually said "Oh my god sir" during our call. She only allowed me to speak for a few seconds before interupting. Her response had nothing to do with my issue. I was patient and polite the entire time. She became very rude and rushed off of the call without ever understanding my issue. This is Absolutely a horrible way to treat veterans.

I am in the same boat i can not believe the way i am treated by most of the employees there.i am the spouse of a retired deceased disabled veteran.he paíd into. Surviver benefits plan for 30 years and then they ask if he was even in the military. Goodness sakes they dont even offer you condolances and then they lose every blooming piece of paperwork you send in.confidential and identifying paperwork.they are probably using my husband death certificates ive sent 3 times as scratch paper.And this is governmental employee etiquette?loved the comment about the guys Johnson.

Good afternoon, I am a former military spouse and have faxed the garnishment paperwork to the DFAS garnishment office. I received a letter a month ago to send some missing items. This was faxed on 05/23/23. I called today to check on the status and was informed that they did not receive my paperwork and that I have to fax this again. The first person Mr Dam I spoke to was very rude and I asked him to not being rude. After faxing it again I called back and asked if they have a way to tell me that time the fax was received. The second person Mr AJ told me that I am unreasonable and that I have to wait until it is on the system. As understand that there is a process I just asked how I can make sure it is not getting lost again. I did ask if I can speak to a supervisor he told me again that I am unreasonable and hung up on me. Professionals speaking the customer service is very rude and giving me as a divorced spouse the feeling that I don't deserve what the court granted me. I would like some feedback on how customer service can be improved there are ways to say you can't help without being rude and disrespectful.

Confused. Unable to login or get password. Tried ticket number. No luck. If you call the wait is an hour plus.

this place never answer there phone and when you do get thru they lie to you about your pay! in my opinion this place should be investigated.

What a joke for a website. If you want to comment or ask a question they send you to a completely inscrutable page with a list of junk that makes zero sense. They just sent me notification that I need to change my password, because, like most federal government things, they're behind the times in following the latest security recommendations (which are NOT to change passwords often, but have a good password instead). What a joke.

DFAS I cant even begin to describe this unprofessional inadequate part of the federal government. Are they hiring? You can get a job with them and do absolutely nothing and get paid. Remedy tickets are supposed to be addressed in 10-12 business days but they are not. Every time you call you are on hold for at least an hour plus, then its like you are interrupting them and they dont want to be bothered. They blame other agencies for there mistakes and you cant get any type of answer from them, they are transferring you to other departments when they dont want to deal with you. Funny how when you need a correction they are slow to move but if they garnish your wages or you owe them money they act with a quickness. This post is effective MAY 2023 just FYI to show you that they are a terrible organization within the federal government. This is the way veterans are treated they can care less. Filing a IG complaint or congressional does absolutely nothing so when voting comes up what is the purpose if you cant have a congress back you what good are they so sick of this I will never work for the federal government again...what are the supervisors doing at DFAS? Clearly not coaching their employees to have any type of compassion

It is April 2023 and DFAS MYPAY website representatives are still treating U.S. veterans as if we are terrorists. To do one simple thing like updating your contact phone number, they make you go through many, many hoops, codes, social security, address, name spelling, date you enlisted, date you retired, etc. Then when you finish giving them all the required information they tell you that since you made so many attempts at updating your personal information, that you have to wait 24 hours to try again. This is what you get when you have old Republicans in charge.

Wait times are way to long (almost an hour) and when you do get to talk to someone they end up sending you to someone else, claiming that your problem doesn't fall under their department. Can we get some professionals here to fix our pay problems, I mean Large corporations like Amazon and Google can figure it out, why can't the Govt?

This is the worst entity I have ever had to deal with. I believe they have been able to get away with abusing customers since they technically are the government. They do have surveys after each encounter or log in so I recommend to fill those out. They can't hide those surveys forever. Or can they?

I have been trying to get a clear answer from DFAS for months about my retirement pay. I have 20 plus years served and have been screwed since my retirement orders took effect. Every time I call DFAS or request a call back, I get the run around about pay. One person says I'm getting paid and should receive retroactive pay, then another says that I don't get paid and has a debt balance that no one seems to know where it came from or what it's for. I have requested a clear understanding of why I haven't been paid and what I could do to assist and that is met with attitude or an unwillingness to help. Don't get me wrong, there are some people there that does try to help and when I am able to get them I'm grateful, however, 90% of the time I get those employees that are rude and seem to have a problem with service members and retirees asking questions about their pay. I've never hated contacting DFAS while in service, but I hate to think about contacting them now and I've been retired a year and a half.

Constant pay problems and it is apparent common sense isn't so common to work at DFAS! Instead of the GOVT hiring 32,000 auditors to help the IRS they should send 10,000 people to help DFAS assist our Military and Veterans. I mean how hard is it to do your jobs!

Very irresponsive customer service!!!!

I was a PS in the Navy & completed 22 years with no pay issues. I have been retired now for almost 2 years and DFAS just randomly submits $2,034.96 into my account. I called and asked why and they say it was just a mistake. Aren't all submissions verified before being complete? I didn't touch the money and will pay it back, but I have 0 debt and don't like to see a debt on my account with you all over a typo. GET IT TOGETHER!

Oh one more thing MYPAY. What a joke. I've never been able access MYPAY. Just like everyone else. It's impossible. You are required to change your password every six months WOW. Are you serious. Most of us can't remember passwords hell I'm lucky to remember where I live. It's important to remember when you call DFAS you are getting a call center they are not vets they are not military it's a call center most are remote working at home with a teleprompter so don't expect much be you are not gonna get much. I just checked the stats it's up to 44 the number of vets that committ suicide each day in our great country but it's probably twice that. God bless our troups and god bless the US

Took over 2 hours to get someone I'm just trying to check to see that they received the form I submitted to stop the deduction for survivor benefit plan for my wife since she is in worse health now than I am. The 40 or so dollars each month could help buy a dozen eggs or so it's not much but. Anyway Kelly asks me all the questions necessary to make sure it's me everything but the size of my Johnson then she asks about the amount of the allotment coming out of my retirement hell I don't know it changes all the the f..king time. So my account gets locked for 24 hours what kind of crap is this all I want to know did u get the fax is the form complete do you need anything else from me. This is no way to treat a vet that served his/her country during wartime. Do I don't get an answer this is the 23rd time I've called DFAS the third time I've submitted the form to stop this allotment and it's still not done. Now I know why there are so many Vet suicides in this country. It will continue. You see when a vet commits suicide his pay stops and no need for medical care on the VA. PROBLEM SOLVED

DFAS web site SUCKS!! It's as if they deliberately try to evade answering any questions about military pay, allotments or any associated questions. FIRE all those lazy SOBs connected with DFAS and especially with the "answering service".

Literally the worst possible part of my life is having to contact dfas for any reasons!

I will contact representative, I won't pay a dollar if it's refundable or not. Why pay it if you're going to give it back do that make any kind of sense no. I don't know who came up with this system but it's flawed!

DFAS owes me over $1500.00 for an erroneous charge on SGLI. They sent to collections even though I provided them with documents showing it was false. After finally reviewing the documents they admitted to the mistake but told me it takes 120 business days to process a refund.

Apr 3,2023:Spoke to Amanda and boy what a super nice and very patient customer representative! Very happy to get our problem resolved with such professionalism and efficiency.

Danetta Smith was very helpful and courteous when I called today

I had a horrible experience yesterday being on hold for 2 hours and nothing was resolved. Today I called again and spoke with Jess. She was VERY accommodating and resolved my issue quickly. She made a change of address for me and assured me the W2 I was trying to get would be mailed to my new address. From a horrible call to an absolute beneficial call just goes to show it matters who you talk to. My ratings are based on my conversations w/ Jess

After third 24 hour account lockout and forth call I finally talked to someone who was fantastic and resolved my issue. Thank You Laura! Ask for Laura.

Separated 30 Sep..... STILL waiting for my final paycheck due to errors in processing that had nothing to do with me...just notified it will be another 20 WORK days...hope you enjoy you Holidays while I wait until you can get around to my case....again...ridiculous.