The agency that administers benefits is cutting staff and restricting services as part of a Department of Government Efficiency review
By Anne Tergesen
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and Ken Thomas
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Updated March 24, 2025 6:18 pm ET
The federal agency that administers Social Security benefits is facing a customer-service mess.
The Social Security Administration is cutting staff, restricting what recipients can do over the phone and closing some local field offices that help people in person. The number of retirees claiming benefits has risen in recent years as baby boomers age.
Few federal agencies reach as far into Americans’ lives as the Social Security Administration, which delivers a monthly check to some 70 million people. Many fear that the changes, part of President Trump’s push to overhaul the federal government through the Department of Government Efficiency, are eroding confidence in the nearly 90-year-old program.
Agency officials have acknowledged that because of a planned reduction in services over the phone, there will be longer wait and processing times. An estimated 75,000 to 85,000 additional visitors a week could show up at local field offices, according to an internal memo sent by Doris Diaz, the acting deputy commissioner for operations. (Details of the memo, which was reviewed by The Wall Street Journal, were reported earlier by the Washington Post.)
That is likely to tax the agency’s 800 number, where people typically make appointments for office visits. Already, Social Security recipients have long complained about customer service.
Holly Lawrence, 64 years old, made several unsuccessful attempts to reach a human before she filed her Social Security claim online. The Washington, D.C.-based freelance journalist said she called the agency’s 800 number several times starting in February. Each time, she got an automated voice that warned of a two-hour wait. Her calls were disconnected before she could leave a message or request a callback.
She gave up trying to reach a customer-service agent and created an online account on the agency’s website on March 3. She had to wait two weeks for an account activation code to arrive in the mail before she could submit her claim. She is now waiting for that claim to be reviewed and processed.
Lawrence said she has virtually no retirement savings. “I’m financially strapped and cannot afford to get a financial adviser. It was important to me to be able to talk to someone at Social Security,” she said, adding that she is concerned the customer-service delays she encountered could negatively affect others “who don’t have the strength to be persistent.”
Social Security has a reputation as the “third rail“ of American politics, a benefit to which elected officials make cuts at the risk of their own re-election. President Trump has vowed not to cut benefits. But he and DOGE’s leader, Elon Musk, have made unfounded claims of widespread fraud in the program.
Commerce Secretary Howard Lutnick said in a recent podcast interview that if Social Security checks were hypothetically delayed, it might catch those guilty of fraud because they would make “the loudest noise screaming, yelling and complaining.”
Critics say turmoil at the agency is undermining trust in the safety-net programs.
“They’re killing these programs from the inside,” said Illinois Gov. JB Pritzker, a Democrat. “The result of which is, we don’t know what they are doing to tear down the scaffolding that holds Social Security together.”
DOGE has gained access to systems containing personal information but a federal judge has temporarily blocked those efforts. On Friday, Leland Dudek, acting Social Security commissioner, threatened to shut down the agency because of the order, but later reversed course.
Many are already nervous about shortfalls in the program’s finances. Unless Congress acts to shore up the retirement program, it is projected to deplete its reserves in 2033, triggering a 21% reduction in benefits.
“Everybody worries about what they are doing and whether they’re trying to break the system,” said Sue Gentry. The 65-year-old Floridian said she is concerned that her benefits, which started two years ago, might be disrupted.
Dudek, the acting commissioner, said the changes “are designed to make sure the right payment is to the right person at the right time. It’s a common-sense measure.”
Even before DOGE’s plans went into motion, the agency’s customer-service operation had been showing signs of strain.
Roughly 47% of the quarter million people who call Social Security’s 800-number on an average day have gotten through to a representative this year. That is down from nearly 60% in 2024. The average time to wait for a callback is over two hours.
There has been a steady decline in the agency’s staff, and DOGE plans to cut employment by another 12% this year. That would bring the total number of employees to about 50,000, from about 57,000 today and nearly 68,000 in 2010.
“Customer service has been going downhill for years,” said Bill Sweeney, senior vice president at AARP. “It’s going to get worse.”
Some of the Social Security Administration’s changes amount to cuts in services.
Starting March 31, people who want to file for retirement, survivor or disability benefits or change their direct deposit information can no longer complete the process by phone, the agency said Tuesday. Instead they must do so online or at a field office.
The agency said it is stopping phone claims as part of an effort to reduce fraud and strengthen identity-proofing procedures. The Social Security agency has estimated that improper payments represent 0.3% of total benefits.
Dudek acknowledged that recent changes, including the shift away from claiming on the phone, are likely to drive up the numbers making appointments at field offices over the next 60 days. He said field employees would be trained over the next two weeks to respond to the changes.
“We’re going to adjust our policy and our procedures to adapt to that volume,” he said in a recent call with reporters. “These changes are not intended to hurt our customers.”
Dudek said Monday in a call with advocates that the phone service policy change and quick timeline were directed by the White House, according to people familiar with the call.
Kathleen Romig, director of Social Security and disability policy at the Center on Budget and Policy Priorities, says it isn’t clear why the agency chose to discontinue identity verification over the phone, while allowing it online and in person. She and other advocates say that by discontinuing the phone option, the agency is creating hurdles for those who lack internet service or live far from a field office.
The agency has also largely stopped serving walk-in customers in field offices, said Maria Freese, senior legislative representative at the nonprofit National Committee to Preserve Social Security & Medicare. Most wanting in-person service must book appointments on the 800-number. (The Biden administration approved the change.)
In February, 45% of people who scheduled a phone or in-person appointment to file a claim got one within 28 days.
DOGE plans to close nearly 50 of the agency’s approximately 1,200 field offices, according to Social Security Works, although a spokeswoman for the nonprofit said some of the offices on the list “don’t seem to exist.”
Frank Bisignano, chairman and CEO of Fiserv Inc., has been picked by Trump to serve as SSA’s commissioner and will appear before the Senate Finance Committee Tuesday to discuss his nomination.
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