Useful Phone Numbers
Customer Service: 1-800-635-5768
Main switchboard: 757-629-2600
Accounts Payable
- (540) 981-5573, Bell or microwave
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist employees in preparation of payable documents for invoices, bills, vehicle repairs.
Address Change
- (800) 624-4193
- 7 a.m. - 5 p.m., Mon.-Fri., live voice
- Where to report an employee change of address for paychecks and employee benefits programs.
Benefits for Agreement Employees
For questions on benefits:
| Eligibility |
| NS Payroll |
(800) 624-4193 extension 5252 |
| Medical |
| Comprehensive Health Care Benefit (CHCB) Health and Welfare Plan |
| United Healthcare |
(800) 842-5252 |
| Patient Advocate |
(800) 842-4555 |
| NRLC/UTU Plan |
| Regence Life and Health |
(888) 977-2583 |
| United Healthcare |
(800) 691-0013 |
| Patient Advocate |
(800) 842-4555 |
| Managed Medical Care Program (MMCP) Health and Welfare Plan |
| Aetna |
(800) 842-4044 |
| United Healthcare |
(800) 842-9905 |
| NRLC/UTU Plan |
| Aetna |
(888) 332-8742 |
| Highmark BCBS |
(866) 267-3320 |
| United Healthcare |
(888) 445-4379 |
| Mental Health and Substance Abuse Health and Welfare Plan |
| ValueOptions |
(800) 934-7245 |
| Prescription Drugs |
| Medco Health Solutions |
(800) 842-0070 |
| Life and Accidental Death and Dismemberment Health and Welfare Plan |
| MetLife |
(800) 310-7770 |
| NRLC/UTU Plan |
| MetLife |
(800) 310-7770 |
| Vision |
| Vision Service Plan |
(888) 877-4782 |
| 401(k) Retirement |
|
The Vanguard Group
Thoroughbred Retirement Investment Plan (TRIP)
Plan #090086 |
(800) 523-1188 |
Merrill Lynch Services
BLE 401(k) |
(800) 229-9040 |
Benefits for Non-agreement Employees
For questions on benefits:
| Medical |
| Anthem Customer Service |
(800) 783-4558
Monday-Friday, 8 a.m.- 6 p.m.
Saturday, 9 a.m.-1 p.m., Eastern |
| Blue Card (National) Doctor & Hospital Finder |
(800) 810-2583
|
| Pre-Admission Certification |
(800) 533-1120 |
| Dental |
| Delta Dental |
(800) 237-6060 |
| Mental Health And Substance Abuse |
| ValueOptions |
(800) 579-8758 |
| Prescription Drugs |
| Caremark |
(877) 827-7327 |
| Vision |
| Anthem/Davis Vision Network |
(800) 783-4558 |
| Flexible Reimbursement Accounts |
| Ceridian |
(888) 588-6852 |
| Life Insurance |
For information about your beneficiary designation
under ChoicePlus Group Life, call: MetLife |
(800) 440-6081 |
For information about optional Group Universal
Life Coverage, call: MetLife |
(800) 523-2894 |
| Thrift And Investment Plan (TIP) Plan #090087
|
| The Vanguard Group |
(800) 523-1188 |
Bills of Lading Questions
- (800) 854-2780
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Questions regarding bills of lading faxed to Agency Operations Center (AOC) in Atlanta.
Billable Projects
- (540) 981-4104, Bell or microwave
- 7 a.m. - 5 p.m., Mon.-Fri., live voice
- Assistance in assigning billable work order/AFE
numbers.
Capital Accounting
- (540) 981-5353, Bell or microwave
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assistance in preparation of AFEs, charging to
projects, etc.
Car Hire
- (404) 529-1011 or 1090, Bell or microwave
- (404) 529-2360, fax
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer general car hire questions.
Car Location
- (800) 635-5768, live voice
- (800) 241-9230, voice response
- 24 hours, 7 days a week, live and voice response
- National Customer Service Center - Assist customers with tracing cars or locating shipments.
Coal Marketing
- (540) 985-6741
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist customers and others with inquiries regarding coal rate requests and general information.
Communications Trouble
- (404) 529-1238, Bell or microwave
- 24 hours, 7 days a week, voice response
- Assist employees with problems regarding
communications trouble, questions about telephone service, credit card, bills.
Computer Help
- Network Support Services
- (404) 529-1527, Bell or microwave;
- (800) 525-2360
- 24 hours, 7 days a week, live and voice response
- Answer questions, handle problems for mainframe and Wide Area
Network (WAN) computer users. Diagnose software/hardware problems; dispatch
appropriate help.
Contract Refunds
- (404) 582-6850, Bell or microwave
- 7:30 a.m. - 5:30 p.m., Mon.-Fri., live voice
- Assist shippers with problems regarding contract allowance/refund payments. Performs contract reviews for Marketing Department.
Corporate Abuse
- (800) 732-9279
- 8:30 a.m. - 5 p.m., Mon.-Fri., live voice
- Internal Audit Hotline for employees to report
suspected fraud or corporate abuse.
Customer Service
- (800) 635-5768, live voice
- (800) 241-9230, voice response
- 24 hours, 7 days a week, live and voice response
- National Customer Service Center - available to assist customers with car tracing, shipment location, diversions, weights, expediting.
Damaged Shipment
- (800) 742-6315
- 8 a.m. - 5 p.m. Mon.-Fri., live voice
- Assist in filing claims for damaged lading, lading loss, and damage claims.
DARS
- (800) 552-2306
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist employees with drug and alcohol rehabilitation.
Data Quality Support Center (DQ)
- (404) 253-3713, Bell
- 6 a.m. - 11 p.m., Mon.-Fri., 7 a.m. - 3: p.m., Sat.& Sun., live voice
- Assist with problems and answer questions regarding operations (train consists, train switch lists, class codes, wheel reports, train orders, data quality);
waybills; AEI scanners/scales; EDI; overloads.
- DQ Email: tdnq@nscorp.com
Direct Deposit
- (800) 624-4193
- 7 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer questions for employees regarding direct deposit of paychecks.
Dividends
- (800) 531-6757
- 24 hours, 7 days a week, voice response
- Provides information about dividend payout, recent earnings, stock transfers, dividend reinvestment,
lost checks.
EDI Bill of Lading Setup
- (800) 235-5551
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Help with EDI customer bill of lading setup.
EEO
- (888) TALKEEO, (888) 825-5336
- 24 hours, 7 days a week, voice response
- Provides employees with an internal procedure
for resolving EEO concerns.
Electronic Commerce
- (800) 235-5551
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer questions from customers regarding EDI, Thoroughbred Quickfo (TQ), car location messages (CLM) and fleet inquiries.
Employment Hotline
- (800) 214-3609
- 24 hours, 7 days a week, voice response
- External recruiting schedule, updated weekly.
Employment Verification
- (800) 367-2884, employee number
- (800) 367-5690, verifier number
- www.theworknumber.com
- 24 hours, 7 days a week, voice response
- Automated income and voice verification system to provide immediate verification through touch-tone phone to lenders and employment verifiers. Must enter SSN, PIN (found on option 02 of MYINFO),
and NS company code (10139).
Environmental Hotline
- (540) 981-4059
- 24 hours, 7 days a week
- To request information concerning non-emergency environmental issues. To notify NS of a spill, use the "Environmental Spills" number.
Environmental Spills
- 800-453-2530
- 24 hours, 7 days a week
- To notify NS of an emergency involving a spill or other environmental situation requiring immediate reponse.
FMLA - Family Medical Leave Act
(for Norfolk Southern Employees only)
- (800) 552-2306, ext. 2441 (NS employees in the Norfolk area call
(757) 629-2441)
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist employees with questions about their rights
and benefits for short-term medical and family leave.
Fraud
- (800) 732-9279
- 8:30 a.m. - 5 p.m., Mon.-Fri., live voice
- Internal Audit Hotline for employees to report
suspected fraud or corporate abuse.
Freight Claims
- (800) 742-6315
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist customers in filing claims for damaged lading, lading loss and damage claims.
Freight Billing Questions
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer questions and handle problems involving freight billing, rates/divisions, for NS established traffic and collections/remittance advice. All numbers are Bell or microwave.
| Agriculture, Consumer Products and Government |
| Freight bills |
(404) 529-1137 |
| Automotive |
| Freight bills |
(404) 529-1138 |
| Chemicals |
| Freight bills |
(404) 529-1123 |
| Rate/division |
(404) 529-1483 |
| Coal |
| Freight bills |
(404) 529-1122 |
| Construction Materials |
| Freight bills |
(404) 529-1136 |
| Rate/division |
(404) 529-1486 |
| Intermodal |
| Freight bills |
(404) 529-1302 |
| Rate/division |
(404) 529-1099 |
| Metals |
| Freight bills |
(404) 529-1136 |
| Rate/division |
(404) 529-1486 |
| Paper, Clay and Forest Products |
| Freight bills |
(404) 529-2160 |
| Rate/division |
(404) 529-1485 |
Haulage Transactions (payable and receivable)
- (404) 527-3373, Bell or microwave
- (404) 420-5292, Bell or microwave
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer general haulage billing and payment questions.
Industrial Development
- (404) 529-1593, Bell or microwave
- 8:30 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist customers in matters concerning location of new industry or expansion of existing industry.
Industry Reference Files (Norfolk Southern)
- (404) 529-1894, Bell or microwave
- (404) 527-3173, Bell or microwave
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer questions on customer, station, route and commodity master files.
Initiating a Shipment - Faxing a Bill of Lading
- (800) 580-6092, fax
- 8 a.m. - 5 p.m., Mon.-Fri.
- Fax number to initiate a shipment on NS.
Intermodal Rate Request
- (757) 533-4936, Bell or microwave
- (800) 342-6788, fax
- 8:30 a.m. - 5 p.m., Mon.-Fri., live voice
- Provide rate and general information on intermodal service.
ISS Questions Involving NS Transactions
- (404) 529-2164, Bell or microwave
- (404) 529-3494, Bell or microwave
- (404) 529-1985, fax
- 8:30 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer interline settlement questions.
Junction Settlements / NS Handling Lines
- (404) 529-1271, Bell or microwave
- (404) 527-2603, fax
- 8:30 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer shortline accounting questions.
Internal Audit Hotline
- (800) 732-9279
- 8:30 a.m. - 5 p.m., Mon.-Fri., live voice
- Internal Audit Hotline to report suspected fraud or corporate abuse.
Law Department
- Anti-trust questions or issues (757) 629-2657
- Environmental issues (757) 629-2814
Matching Gifts Program
- (757) 629-2640, Bell or microwave
- 8 a.m.- 5 p.m., Mon.-Fri., live voice
- Assist employees with questions regarding matching gifts program.
Material Accounting (charge-outs, receipts)
- (540) 981-5237, Bell or microwave
- 6:30 a.m. - 5:30 p.m., Mon.-Fri., live voice
- Assist employees in charging material, applying accounting codes to accounting documents (invoices, material charge-outs/requisitions).
Material Management
- (540) 855-6295, Bell or microwave
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist employees in ordering and charging-out
material in inventory, answer questions about service contract and purchase order vendors, provide fleet services.
Media Inquiries and Public Relations
- Norfolk Southern wants to respond quickly and accurately to news media inquiries. Refer media calls to:
- Norfolk (757) 823-5204
- Norfolk (757) 629-2714
- Philadelphia (610) 567-3377
Medical Department
- (877) 737-0746 (toll free)
- 24 hours, 7 days a week, voice response
- Recorded information concerning return to work procedures for various medical conditions.
- (800) 552-2306
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist employees with questions regarding available medical services.
Merchandise Marketing
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer questions and handle problems. All numbers are Bell or microwave.
| Agriculture, Consumer Products
and Government |
(540) 985-6317 |
| Automotive |
(248) 208-2120 |
| Chemicals |
(540) 985-6305 |
| Construction |
(540) 985-6736 |
| MODALGISTICS |
(757) 823-5442 |
| Marketing Services |
(540) 985-6325 |
| Metals |
(540) 985-6736 |
| Paper, Clay and Forest Products |
(757) 823-5440 |
| Pricing Services |
(540) 985-6147 |
| Short Line Marketing |
(540) 985-6021 |
Network Support Services
- (404) 529-1527, Bell or microwave;
- (800) 525-2360
- 24 hours, 7 days a week, live and voice response
- Answer questions, handle problems for mainframe and Wide Area Network (WAN) computer users. Diagnose software/hardware problems; dispatch appropriate help.
Non-revenue Billing
- (540) 981-4104, Bell or microwave
- 7 a.m.- 5 p.m., Mon.-Fri., live voice
- Assistance in assigning billable work order/AFE
numbers.
Overcharge Claims
- (404) 529-1794 or 1795, Bell or microwave
- (404) 529-2755, fax
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Misroute claims, deprived revenue claims, and adjustments to waybills settled in ISS.
Routing Information
- (540) 985-6147, Bell or microwave
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- General routing questions.
Shipment Location
- (800) 635-5768, live voice
- (800) 241-9230, voice response
- 24 hours, 7 days a week, live and voice response
- Answer questions and handle problems for shippers about car tracing, shipment locations, diversions,
expediting, general service.
Payroll Information
- (800) 624-4193
- 7 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer questions regarding employee pay, deductions, tax withholding, lost paychecks, name/address changes and other payroll-related items.
Phone Directory listings
- (404) 529-1238, Bell or microwave
- 24 hours, 7 days a week, voice response
- Assist employees with problems regarding communications trouble, questions about telephone service, credit card, bills.
Police
- (800) 453-2530; 981-COPS or 981-2677,
microwave
- 24 hours, 7 days a week, live response
- Provides for the safety, security and general law enforcement operations for NS employees,
customers and the public.
Pre-Tax Transportation Program
- (877) 548-7788, Ceredian Member Services
- 8 a.m.- 8 p.m., Mon.-Fri., live voice
- Assist employees with enrollment, claim reimbursements, etc.
Purchase Orders
- (540) 855-6295, Bell or microwave
- 8 a.m.- 5 p.m., Mon.-Fri., live voice
- Assist employees in ordering and charging-out
material in inventory.
Purchasing Cards
- (540) 981-5588, Bell or microwave
- 7 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist employees with problems or questions
regarding the MasterCard Purchasing Card used
for material and supply purchases.
Rail Emergency Hotline
- (800) 453-2530
- Report crossing gate problems.
Railroad Retirement Board
- (800) 808-0772
- 24 hours, 7 days a week, voice response
- Assist employees with questions regarding Railroad Retirement Board.
Real Estate
- (404) 962-5742
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer questions for customers and others.
Requisitions
- (540) 855-6295, Bell or microwave
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist employees in ordering and charging-out
material in inventory.
Sales and Use Tax
- (540) 981-5787, Bell or microwave
- 8 a.m.- 5 p.m., Mon.-Fri., live voice
- Answer questions about application or payment
of sales and use tax for material purchases.
Savings Bonds
- (800) 426-9314, National Bond and Trust
- 8 a.m. - 5 p.m. (CST), Mon.-Fri., live voice
- Answer questions regarding savings bonds purchased via payroll deduction.
Shipment Location
- (800) 635-5768, live voice
- (800) 241-9230, voice response
- 24 hours, 7 days a week, live and voice response
- Answer questions and handle problems for shippers about car tracing, shipment locations, diversions,
expediting, general service.
Stockholder Information
- (800) 531-6757
- 24 hours, 7 days a week, voice response
- Provides callers with recent earnings report,
information about dividend payment dates, stock
transfers, direct deposit of dividends. Report address changes for stockholders.
Telephone Bill, Credit Card or Service
- (404) 529-1238, Bell or microwave
- 24 hours, 7 days a week, voice response
- Assist employees with problems regarding communications trouble, questions about telephone service, credit card, bills.
Tracing
- (800) 635-5768, live voice
- (800) 241-9230, voice response
- 24 hours, 7 days a week, live and voice response
- Answer questions and handle problems for shippers about car tracing, shipment locations, diversions,
expediting, general service.
Training Center at McDonough, Ga.
Travel Expense Reimbursement
- (540) 981-5181, Bell or microwave
- (800) 624-4193, extension 5181
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Answer questions regarding employee travel expense reimbursements and use of Travelmaster software.
Tuition Assistance
- (757) 629-2685, Bell or microwave
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist employees with questions regarding tuition assistance policy.
Vendor Payments
- (540) 981-5573, Bell or microwave
- 8 a.m. - 5 p.m., Mon.-Fri., live voice
- Assist vendors or employees tracing for payment information on invoices.
Visual Communications
- 8 a.m. - 5 p.m., Mon.-Fri., live and voice mail response
Answer questions and provide assistance regarding logo usage, graphic design, electronic publishing, presentations, photography and audio visual requirements at Norfolk headquarters. All numbers are Bell or microwave.
- Director (757) 629-2302
- Design (757) 629-2301
- Imaging (757) 629-2303
- Photography (757) 664-5054
- Audio visual (757) 629-2379
Waybilling Questions
- (800) 854-2780
- 24-hour, live voice
- Answer questions on shipping papers and waybilling