Beaten Down by Bureaucracy

My first day in Vegas was no fun.

Flew out of Hobby at 6:40am, which meant very little sleep after dealing a big tournament in Humble the last couple of days.  The Transportation Security Administration (TSA) singled me out and did a very thorough search of my backpack, which I really didn't mind.  I guess I just had way too much crap for the guy on the x-ray machine to discern that I was safe.  It was a bit humorous that almost everything pulled from all the pockets had something to do with poker.  Books, cards, chips, cut cards, lammers, pins, buttons, casino club cards, etc.  I'm sure it didn't mean much to them, but I had to laugh.  They swabbed almost everything and put well over a dozen of those round white paper swabs through the chemical analysis machines.  I was plenty early, though, and made my flight easily.

Showed up at the Rio Human Resources offices at 8:45am, as I was told to be there by 9:00am and those who wait until the last week to process will endure exponentially increasing delays.  Met a couple of friends there from Chattanooga, and by 9:00am, there was a small crowd of nearly a dozen waiting just outside the door.  We were all informed that they wouldn't begin until 10am, despite the sign on the door and whatever had been communicated to us from dealer supervisors, emails, etc.  No problem, swapped dealing stories and prognistications for this year with waiting dealers from Indiana, Florida and Mississippi.  By 10:30am, they let us in and being first in line, I present my identification and a series of letters from the Social Security Administration (SSA) authenticating my social security number, sans actual physical card, which I've been trying to replace for over a year.  I'm told, in no uncertain terms, that my paperwork does not sufficiently meet the requirements and I must visit the Nevada SSA office to get a "new" statement with today's date.  I'm also warned that this will only be sufficient for 30 days and that I would not be allowed to "renew" that 30-day temporary grace period with another similar statement next month.  Off to the SSA.

When I reported for work last year, I wasn't prepared and didn't bring a physical social security card with me.  I went to the Nevada SSA office (Visit #1), filled out an application for a replacement, and then was told that they couldn't process it because I had a Texas address.  I explained that I was staying with friends temporarily and attempted to give their address, but they wouldn't process the application without something that physically provided a Nevada address.  They gave me a notarized transcript that authenticated my social security number that I was told would be sufficient for my employer.  When I returned to the Rio, they told me that this would be good for 30 days, but that I would need a physical card to finish the series.  I'm not about to return to Texas just to apply for a card, and even if I did, they aren't likely to mail it to a Nevada address, right?  So, I got an apartment, changed my address with the Postal Service, and even went to the Nevada Department of Motor Vehicles, to get a Nevada driver's license with this new 'permanent' address (which I ultimately decided against, due to expense of both time and money).  So, I started work and a few days later I had received a couple of bills with my new address on them and made my way back to the Nevada SSA to apply once again for a replacement card.

Did I mention that when you go to the SSA that you stand in line for the better part of an hour just to get a number that indicates your place in the queue for an appointment?  Typically, that number is hundreds higher than those currently being announced over the loud speakers.  So, the wait can take the better part of a day.  And that I did, only to find out that I lacked sufficient documentation of my address and still wasn't allowed to apply for the card (Visit #2).  So, I gave up.

Things went well during the series, right up until the first day of the main event.  As I was setting up my decks during an early player break, a human resources representative approached my table, identified me, and then asked for my social security card.  The report I had given them that authorized my number was now well over 30 days old and I needed to show them the card.  

"You did apply for one, right?"  she asked.  

"Of course," I replied, "but they wouldn't send it either to my permanent Texas address or my new Nevada address because I couldn't provide enough documentation to prove I was living there." 

"Well, you will need to come up with a card soon, or we will have to let you go," she explained.  

It is apparently a courtesy to allow one to work with only the authorization report as a temporary.  I didn't want to challenge her, but I wasn't about to go back to Texas and knew that anything that I did at this point in Nevada would never be received in time.  So, I shrugged my shoulders and promised to make another trip to the SSA office.  However, I never did and fully expected another visit and possible termination would soon follow.  I worked about another full week before my services were no longer needed for the tournament, turned in my uniform and got paid, all without hearing about the social security card debacle again.

When I returned to Texas, I filled out another change of address card with the postal service.  I started getting most of my mail, but I noticed a very strange lessening of the normal junk mail and catalogs.  At the time I thought that this was quite fortunate.  Then the bank told me that they got something returned to them.  I verified my address with them.  I got most of my mail, any and all packages, even some statements from the bank.  But still no unsolicited credit card applications, no casino coupons, no junk mail or catalogs, other than the weekly "resident at this address" flyers.  I let that go without too much thought.

Then, when I was hired this past February to work WSOP '08, I knew I should get on things and have my card replaced well before showing up for work.  In mid February, I visited the nearest SSA office, which is in Pasadena, Texas (visit #3, app #1).  I filled out an application and got a letter that acknowledged my application and was told the card would arrive in my mail within 5-6 days, but the letter stated a conservative two weeks.  I waited the full two weeks, without receiving anything.  I waited some more.  After a couple of more weeks, I called the SSA.

I spent over 55 minutes on the phone with at least two SSA reps and was told that there was no way to track the card, or confirm that it had been delivered (or returned).  All of my information was verified several times, first during the phone-queue menu software, then verbally with a human person who appeared to be double checking information on an electronic file.  I was told that she would re-submit the application (app# 2) and that I should see it in the mail in 5-6 days.  It never showed.

On the first day of April, I visited the Pasadena SSA office once again (visit #4), was told by the security officer that I need to wait in line again, and might as well fill out the form again, as all they could do is submit it once again.  Another lesson learned, don't ever visit the SSA on the first of the month, the lines are twice as long as normal, as people are queued up trying to resolve all sorts of benefits issues.  When the time for the appointment came, I was initially told that I could not apply another time within 45 days of my last application, so I showed her my February letter, retold my stories, and insisted that I needed the card before reporting for work.  During the interim period waiting for my cards, I had scheduled and missed two flights to Vegas just to do my processing at the Rio.  This SSA rep, manipulated my address slightly by switching the order of the apartment number and the street address, then submitted yet another application for me (app #3).  She also, printed another report for me that authenticated my social security number just in case my card did not arrive before I needed to leave for work.  It did not.

As a side note, the Texas DMV replaced my driver's license in less than two weeks.  The US Dept of State replaced my travel passport in about 5 days.  All of these came through the US Mail and arrived at my Texas apartment.  Some bureaucracies appear to be more effective than others.  

But, I started to clue in on the change in my mail service from late last fall.  I thought maybe it had something to do with my cards not showing up.  The SSA could not tell me that they were being returned or anything like that, for all they knew, the cards never left Baltimore.  But more likely, they were being shipped somewhere, never getting to my local postman (who knows me and has greeted me by name and has my name on my mail box), being returned to Baltimore, or some other governmental black hole to be shredded (all in an effort to protect my identity, which I've had to prove over and over and over again).  So, I visited the post office and was told that some regional report indicated my change of address had never been cancelled.  So, locally, I was in the system with a Texas address, but somewhere out beyond my region, I was still being listed with a Nevada address.  Eureka!!!  Problem solved, right?  Well, not entirely.

I returned to the Pasadena, Texas SSA office (visit #5) and while waiting in line, filled out yet another application (app #4) and when my turn came, I told my story and was directed to a supervisor.  Despite my not being a full 45 days since my last application, since it was just over two weeks until I needed to report to Nevada for work, they suggested filing it with "their office address" in a care-of 'c/o' style and to have it delivered to them.  They would hold it, and I could come by and pick it up.  They wouldn't call me, and while I could expect it might arrive in 5-6 days, I would just have to come by and stand in line to pick it up.  No family, no friends, just me and suitable identification.  If I didn't pick it up within  2 weeks, it would be returned for shredding.  Ok, I can live with all of that.

I wait a week, plus a weekend and show up on a Monday, 7 full business days later (visit #6), wait in line, only to find out that it hasn't yet arrived.  I wait another week, up until the last day before my flight was schedule to depart.  I show up once again (visit #7), wait in line again, and when I finally get my appointment and learn that it has not yet arrived, I nearly collapse with disappointment and ask to see the supervisor.  I wait another hour, finally get to see her and she puts my name, social security number, phone number all on a post-it on her terminal and promises to call me when it arrives and even to forward it to a new address for me (apparently against regulations).  I pretty much figured this was just to appease me and get me out the door, because (1) on previous attempts to call the Pasadena SSA office, no one ever picked up the phone, and (2) if the Nevada office couldn't mail it to a Texas address, why would the Texas office mail it to a Nevada address - which I didn't really have yet either.

But I headed off to the Rio anyway, armed with all my letters and such and a somewhat desperate story hoping for some flexibility.  And that's where this post started.  No uncertain terms.  My letters mean nothing to them.  Its a courtesy, I am told, and it must be dated such that I would be given 30 days on a temporary basis and must comply with a real physical card before completing the assignment.  So, back to the Nevada office (visit #8) for the new report and see about applying once again.  I learn that they won't send it directly to my employer and get the same spiel as last year with regard to physical Nevada address, so I return to the Rio a bit disheartened, but certain that I had 30 more days to figure something out.  Then, I notice two messages on my phone with unknown 713 area codes.  Did I mention that the SSA office makes you turn off your cell phone while waiting in line?  Guess who?

Yep, the manager lady from the Pasadena, Texas SSA office was calling to say that my card had arrived.  The FU*&%$#@%%&-ing day after I left!!!!  When I returned her call, of course I was sent to voice mails, and I managed to screw up my phone number in her message.  I am surprised that I even knew my name, actually.  After a few phone tag attempts, I finally caught her at her desk the next day and she confirmed the offer to forward it to a Nevada address for me.  Where?  After calling the Rio HR, I decided it was best to just have it shipped to them.

It should be here in 5 to 6 days.