Lost paperwork

Who do you make a complaint to when the local office seems to loose your paper work and has trouble returning phone calls to correct the problem. I was told that my son would have to pick his paper check up in person at the local office. On the 21 the ss worker hung up on my son and finally got through today July 26 and now the message is it will take several more days for it to be direct deposited. They can't issue a paper check...Why do they keep changing their answers and my son still does have the money he was suppose to receive on July 1 and no one can tell me if he will get his Aug money on time. I did talk with the manager and he was the one who told me they could do a check, he was also the one that hung up on my son on the 21.