Jim,
I want to share with you my recent experiences with eBenefits and the 800 number. Like you, I have not had much faith in either but from time to time have tried to use them. I had hoped however that over time both options would improve but they seem to have become worse.
Calling the 800 number has resulted in an automated message, once you get through several minutes of announcements, that all counselors are busy helping others. The message suggests that I use eBenefits or call back after hours to leave a call back message. And then I am disconnected.
I have tried a few times in the past to call after hours and, after several minutes of the same announcements, I get an automated message that suggests I call back during business hours and then I am disconnected.
After some time and many times over a few months, I figured some of eBenefits out. Or, maybe they made the site more user-friendly. Try to change your address and you need a premium account. Try to start or change direct deposit and you need a premium account. Many of the reasons one would want to use eBenefits require a premium account.
I have attempted at least 5 times in the past, and probably 2 to 3 consecutive tries with each separate attempt. First, I am required to sign in again. Then I fill in all the information required for a premium account. When I get to the part where I submit the information for a premium account I get an error message and a suggestion that I contact the help desk.
Interestingly, if you want to contact support, you have to upgrade to a premium account.
The bottom line is it is near impossible if not completely impossible for a veteran to talk to a human being in the VA and eBenefits is still clunky. I think I would rather have a real person give me incorrect information than to climb aboard a hamster wheel. As for eBenefits, well, I defer to and agree with your opinion.
I'm preaching to the choir but this is such a disservice to veterans.
Reply:
The services "VONAPP, eBenefits, eHealth, IRIS, etc.) are nothing more than smoke and mirrors that VA uses in an attempt to convince Congress that VA is a modern, veteran friendly organization. When the usual legislators look at such things, they believe that VA is making progress. Of course they don't actually have to use these flawed systems and they don't have any clue as to what happens when a veteran tries to use them.
Far too many veterans believe VA is there to help them and they trust that VA wouldn't send them to a broken process. We all learn the hard way, don't we?