Millions of Americans might soon find it harder to handle routine Social Security business over the phone.
The Social Security Administration (SSA) has proposed new restrictions that would require Social Security recipients to take an additional step if they want to complete certain tasks by phone.
These changes would kick in on Aug. 18 if they are approved by the U.S. Office of Management and Budget.
What would change
The tasks that would be affected are:
- Obtaining a benefit verification letter
- Obtaining a Social Security income statement (a tax document that’s technically known as a Social Security Benefit Statement or a Form SSA-1099 or SSA-1042S)
- Reporting a change of address
- Checking on the status of a pending benefit claim
If the SSA’s proposal is approved, the only way to handle these tasks by phone after Aug. 18 would be to first log in to your online Social Security account, generate a one-time security PIN, and then relay that PIN to a Social Security representative.
Your only other option for completing these tasks with the aid of a Social Security representative would be to travel to a Social Security office.
However, these tasks can still be completed via your online Social Security account, with no phone call necessary.
Why it would change
In justifying the need for this change, the SSA cited a risk of fraud associated with the four affected tasks, partly “due to the sensitive nature of the information” that’s exchanged during these tasks.
The agency’s written justification continues:
“SSA has assessed our telephone services and determined further need to mitigate fraud for the above list of services. These services pose fraud risks for the public when they request information regarding their benefits or taxes; when they change their addresses in SSA’s system; and when they request the status of their pending claims.”
The downside
AARP is calling on the SSA to reverse course.
The advocacy group argues that the additional inconvenience would be too burdensome for some Social Security recipients, noting that 25% of people aged 65 and older never go online, according to a 2021 survey by the Pew Research Center.
AARP Chief Advocacy and Engagement Officer Nancy LeaMond also noted that some people aren’t tech-savvy enough to navigate an online Social Security account and others lack reliable internet.
In a July 29 letter to the SSA, LeaMond concluded:
“In short, for many older Americans, the phone is how they access Social Security services without having to rely on complicated technology or long, difficult, or costly trips to field offices. Limiting phone-based services would remove the primary way they are able to get the help they need from the Social Security Administration.”
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