Amid the Trump administration’s actions around Social Security — including job cuts, the closure of offices and more complex identity checks — beneficiaries are reporting major headaches in getting help with their benefits.
For years, advocates say the Social Security Administration has struggled to keep up with its growing workload. Its current staffing is already at a 50-year low, but President Donald Trump and adviser Elon Musk have set their sights on cuts: The agency plans to cut 7,000 jobs and close 47 offices, NPR reported.
That includes a planned 50% reduction in its tech team at a time when the agency’s long-glitchy technology is having more issues than usual, CNN reported.
To access their accounts online, many people are now being required to verify their identity using selfies or by traveling to a field office. Phone verification is not longer allowed, the San Francisco Chronicle reported.
That can present a challenge to seniors with mobility issues and those who might struggle with the required technological knowledge.
If you plan to visit a Social Security office in person, make sure you make an appointment over the phone first: Walk-ins are not allowed, according to the agency’s website.
One San Francisco Chronicle reader said he’s “given up” trying to access his account online after unsuccessful attempts trying to verify his identity using photos, videos, his driver’s license and other personal information.
The agency’s website was also completely down for several hours this week, CNN reported.
Others have faced astronomical wait times on the phone.
“My first phone call that I made to Social Security, I was on hold for 3 hours and 15 minutes before I spoke to somebody,” Aaron Woods, who’s been trying for months to help his mother sort out her Social Security and Medicare benefits, told NPR.
Another Chronicle reader was quoted a wait time of 100 hours on the phone.
AARP has pushed back against the identity verification change.
“The Social Security Administration’s move to force people to visit offices in-person for services that they have sought by phone will result in more headaches and longer wait times to resolve routine customer service needs,” Nancy LeaMond, AARP’s executive vice president and chief advocacy and engagement officer said in a statement.
The Chronicle offered the following tips: Those who have frozen their credit may need to temporarily unfreeze their Experian accounts in order to compete the Social Security identity verification process.
Some people have had issues using certain web browsers that send them on endless redirect loops. Microsoft Edge or an incognito window on Google Chrome may alleviate the issue.
