- The Social Security Administration will require recipients to prove their identity online or in person. The policy change removes the option to do so over the phone.
- The decision comes as DOGE identifies 47 SSA offices for closure.
- The Social Security Administration says the agency loses about $100 million per year to direct deposit fraud. That represents about 0.006% of the total amount sent out each year.
Full Story
As the Trump administration moves to crack down on fraud, millions of Americans who receive Social Security may need to make the trek to a local office to prove their identity in person if they can’t complete verification online. The policy shift away from a phone-based option comes as the Department of Government Efficiency (DOGE) tagged nearly 50 offices for closure.
“Individuals seeking [to file benefit claims and direct deposit changes] who cannot use their personal My Social Security account, which requires online identity proofing, will then need to visit a local Social Security office to prove their identity in person,” a notice from the Social Security Administration said of the change, which takes effect March 31.
Why has the phone option been eliminated?
Previously, benefit recipients could verify their identity over the phone. Under the rule change, beneficiaries can start a claim over the phone but can’t complete it until seen in an office.
“In order to reduce fraud, you have to make people come into the office and prove things, but that also raises the administrative costs,” Timothy McBride, a professor of public health at Washington University in St. Louis, told Straight Arrow News. “So that’s the balance that we’re playing off here.”
The Social Security Administration said it is “increasing its protection for America’s seniors and other beneficiaries by eliminating the risk of fraud associated with changing bank account information by telephone.”
The agency said it loses about $100 million per year to direct deposit fraud. That accounts for roughly 0.006% of the agency’s annual payments.
In-person checks come as DOGE chooses offices to close
McBride said limiting options to online and in-person could be challenging for some of the population Social Security serves.
“The program is designed to help people who are older and people [who] are disabled,” he said. “And when a person gets to be 80 or 90 years old, it’s going to be very hard for them to even go half a mile to go to the Social Security office and get in and deal with it.”
Of the hundreds of federal real estate leases that DOGE has earmarked for cancellation, 47 are for Social Security offices.
“We will meet beneficiaries where they want to be met, whether in person, in field offices, on the web or on the phone,” said Frank Bisignano, President Donald Trump’s pick to lead the agency, during a Senate confirmation hearing on Tuesday, March 25. He did not address the policy to eliminate phone verification.
How long do people wait for help from SSA?
“On the phone, I’m committed to reducing wait times and providing beneficiaries with a better experience. Waiting 20 minutes plus to get an answer will be of yesteryear,” Bisignano said.
While Bisignano addressed phone wait times, in-person wait times have ballooned. According to a report from the Office of the Inspector General, wait times increased from 19 minutes in fiscal year 2010 to 26 minutes in fiscal year 2015. Then, in another report, the office observed field office wait times ballooning to 37-57 minutes by 2023.
Still, Social Security boasts high satisfaction rates for in-person service. According to the agency’s latest customer service data, in 2023, 92% of respondents were satisfied with their in-person visits. Meanwhile, in 2021, only 68% of callers said they were satisfied with the phone call experience.
A Pew Research poll from July 2024 found 53% of people had a favorable view of the Social Security Administration. 32% had an unfavorable view.
Trump’s nominee asked about Lutnick’s comments
The Trump administration has railed against fraud in government agencies as officials vow to root it out.
“Let’s say Social Security didn’t send out their checks this month. My mother-in-law, who’s 94, she wouldn’t call and complain,” Commerce Secretary Howard Lutnick said during an appearance on the All-In podcast last week. “She just wouldn’t. She thinks something got messed up, and she’ll get it next month. A fraudster always makes the loudest noise, screaming, yelling and complaining.”
“I don’t think anyone would appreciate not getting their social security check on time,” Bisignano said when asked about Lutnick’s comments during his confirmation hearing.
Here are some other changes at Social Security
Meanwhile, more changes at SSA are set to go into effect.
As part of the Social Security Fairness Act, signed by President Biden before leaving office, the law repeals two programs that previously minimized benefits for millions of workers who received pensions based on work not covered by Social Security. This change puts more money into the bank accounts of former teachers, police officers and firefighters, to name a few.
The agency is also ending a pandemic-era policy that capped overpayment withholdings at 10%. Starting Thursday, March 27, Social Security can withhold 100% of benefits from people who are overpaid until the claim is settled.