US Dept. of Veterans Affairs Il mio help desk HealtheVet

Individuals may call a Veteran’s Affairs customer service number to find out about benefits and programs, including healthcare, educational assistance and housing. Many Veterans are unaware of what is available to them through the Department.

Having been a reservist, I know there was a time when we could not access certain benefits unless we had served on active duty. However, I think some of the rules have changed, so I was interested in knowing if there are benefits that I can access. I called the 877-327-0022 customer service number to see what I could learn.

When the automatic voice response system answered, it welcomed me to the Department of Veterans Affairs and explained that it was experiencing a higher-than-normal call volume. It told me to hold and that the next available representative would be with me as soon as possible.

The system thanked me for my patience, welcomed me to the Department of Veterans Affairs, and said if I was calling about a medical emergency, I needed to hang up and call 911. It also said that the call may be monitored or recorded for quality assurance and training and to stay on the line for a two- to three-minute survey.

I heard loud and what I would describe as thrashing music while waiting for a representative. After a short time, a different automated voice thanked me again for calling and explained that the call volume was high. It said someone would answer my call in a moment.

I assumed a human would return in about one minute to take my call. Each time the system said someone would answer my call in a moment, that meant waiting several minutes. I know because I watched a clock with a second hand to keep track of the time.

Finally, the voice said to visit VA.gov for routine or non-urgent questions. During the wait, the system gave me a number to call about COVID testing and how to get information about the vaccine at VA.gov.

Dealing with this customer service number was annoying. Having callers hold for several minutes listening to repetitious messages is unnecessary. The loud music blasting during the hold time was not helpful. Ultimately, it seemed that all this system could do was direct me to a website.

Perhaps the system was overwhelmed with calls, which is not unusual with an organization the size of the Department of Veterans Affairs. Still, a Veteran needing information about medical benefits or counseling might find a call to this number a frustrating experience.

During my encounter, there was no way to request a callback, nor was there an option for callers to press a number to get help with a specific issue. Someone should evaluate how this number handles calls and revamp it.