The Social Security Administration (SSA) announced that it will be backing off from dramatically cutting phone services as a means of safeguarding against fraud following a public outcry.
“Telephone remains a viable option to the public,” SSA said in a statement, Axios reported, noting that the intended cuts were expected in less than a week.
The agency said via email that “beginning on April 14, SSA will allow all claim types to be completed over the telephone.”
“This includes Retirement, Survivors, and Auxiliary (Spouse or Child) benefits that SSA previously announced would require in-person identity proofing, in addition to Social Security Disability Insurance, Medicare, and SSI,” the agency added.
After weeks of confusion and outcry, the Social Security Administration said it is backing off its announced drastic cuts to phone services.
“Telephone remains a viable option to the public,” the agency said in a statement. https://t.co/mQ84Hw3AjG
— Axios (@axios) April 9, 2025
The backtrack followed members of Congress and interest groups declaring opposition to the move. Critics claimed the now-scrapped measure would not have done much to combat fraud and claim that the cut might have seriously disrupted services.
“Ironically, hastily introducing new verification steps could create the perfect environment for scammers. Tell Congress: Don’t cut Social Security phone services!” the American Association of Retired Persons (AARP) Advocates tweeted.
Ironically, hastily introducing new verification steps could create the perfect environment for scammers.
Tell Congress: Don’t cut Social Security phone services! https://t.co/gbAU6INbjW pic.twitter.com/Pa5FLZKQCt
— AARP Advocates (@AARPadvocates) April 8, 2025
“The Trump administration’s attacks on Social Security are making it harder for New Mexicans to collect their hard-earned benefits. Closing field offices, firing staff, and cutting phone services – it’s hurting Americans across the country,” Democratic New Mexico Sen. Ben Luján said in a statement on X.
The Trump administration’s attacks on Social Security are making it harder for New Mexicans to collect their hard-earned benefits.
Closing field offices, firing staff, and cutting phone services – it’s hurting Americans across the country. https://t.co/F3NHh7gAgD
— Senator Ben Ray Luján (@SenatorLujan) April 8, 2025
“Donald Trump and Elon Musk are cutting Social Security staff, closing offices, and shutting off vital phone services. One field office worker called it a “house of cards that’s about to collapse.” This attack is hurting Americans everywhere. We will keep fighting back,” Democratic Massachusetts Sen. Elizabeth Warren wrote.
Donald Trump and Elon Musk are cutting Social Security staff, closing offices, and shutting off vital phone services.
One field office worker called it a “house of cards that’s about to collapse.”
This attack is hurting Americans everywhere. We will keep fighting back. https://t.co/dILv98fR6a
— Elizabeth Warren (@SenWarren) April 7, 2025
The SSA announced that they still plan to tackle potential fraud in a statement posted April 8 on social media. “Beginning on April 14, Social Security will perform an anti-fraud check on all claims filed over the telephone and flag claims that have fraud risk indicators,” the agency said
Beginning on April 14, #SocialSecurity will perform an anti-fraud check on all claims filed over the telephone and flag claims that have fraud risk indicators.
— Social Security (@SocialSecurity) April 8, 2025
Those flagged will have to appear at a field office for an “in-person ID proofing,” the SSA said. Those who are not flagged have no such in-person requirement.
Individuals who are not flagged will be able to complete their claim without any in-person requirements.
— Social Security (@SocialSecurity) April 8, 2025
“We will continue to conduct 100 percent ID proofing for all in-person claims. 4.5 million telephone claims a year and 70K may be flagged,” the SSA pledged.
We will continue to conduct 100 percent ID proofing for all in-person claims. 4.5 million telephone claims a year and 70K may be flagged. Telephone remains a viable option to the public.
— Social Security (@SocialSecurity) April 8, 2025
John Histha, the Senior Vice President of Campaigns – AARP, cautiously welcomed the news. “This is a good step, but more info is needed about how this will work for older Americans,” he tweeted.
This is a good step, but more info is needed about how this will work for older Americans https://t.co/BNyjZNN2Ue
— John Hishta (@jhishta) April 8, 2025
The AARP represents almost 38 million members, according to the organization’s website.
White House Press Secretary Karoline Leavitt said in February that President Donald Trump directed Elon Musk’s Department of Government Efficiency (DOGE) to investigate the SSA for cases of fraud. A federal judge temporarily blocked the new federal agency from accessing SSA data, ruling on March 20 that they failed to properly explain why they required “unlimited access” to the record system. On March 31, DOGE announced that the SSA had uncovered approximately 9.9 million shareholders who have now been marked deceased in a records cleanup.