This threw me off so much, I kept expecting her to be involved in the conspiracy and betray Frank.

Lots of automated response systems have an option: "If you know your party's extension, please enter it now." So, while it wasn't shown, he could have used that feature, or asked to be transferred to her.

I deal with Social Security My caseworker has an extension number. Of course she never answers the phone and never returns my calls

They may assign caseworkers who are more familiar with his case, since supposedly it was a long-running problem.
Just as how you can request to speak to the same phone agent for commercial companies.
And in any case, he didn't tear up his cheque until after he was sure he got hold of her. All in all, unrealistic, but not completely unbelievable.

That was just the first of MANY unrealistic plot points. That was a clear signal that this is a typical unrealistic Hollywood action film. It triggered a popular phrase in my house: "This won't win any Academy Awards." When you see something like that, you have to decide to turn it off, or just relax, suspend disbelief, and just enjoy it.

You forget the government takes care of itself. The don't deal with the SSA they have FERS. call your Congressman today and ask to trade your health insurance and retirement plan for his/hers. I'm sure they'll jump at the chance.

Why would she need to know the details?

Right! She was not believing he was a CIA operative at first Eventually all CIA black operatives on retirement should have a special caseworker who of course ignores all about their cases. That's the procedure!

is that what he was calling?
I thought it was his caseworker or something, so he was allocated to her

Bit of a difference between calling Social Security and calling the payroll/pension dept of the CIA.

Karl Urban =