They now scan the originals and return them. There is a phone number to call.
At the time I was applying for retirement benefits, I first called a toll-free number that connected me to somebody in Atlanta. They pulled up the San Antonio office in their computer and put in an appointment for me in their system.
On the arranged date and time, I showed up, was in the waiting queue for about 30 minutes and then went to a specified cubicle. He looked through all my paperwork and gave me a sheet detailing how much money I would be getting to start and when the first payment would be made.
I then received a letter in the mail which largely reiterated what I was told in person. I scanned every document and sent some to my immigration attorney since I was moving to another country.
Couldn’t have gone more smoothly. I wish I could say awful things about the bureaucracy but it all went well. In my experience, it is always better to handle these issues in person even if you have to sit and wait a whole day to be seen. Get and use the names of who you spoke with. Be courteous but firm. Whether private or public sector, this advice usually works.