Forcing elderly and disabled residents to visit Social Security offices in-person creates unnecessary barriers to accessing their earned benefits.
I'll always fight for Social Security, especially as Musk tries to eviscerate it.https://t.co/clNL4lQJxl
— Congresswoman Deborah Ross (@RepDeborahRoss) April 12, 2025
The Social Security Administration (SSA) has reversed its decision to require in-person visits for those seeking retirement or survivor benefits. The agency had previously announced that starting April 14, individuals would no longer be able to file for these benefits or make changes to direct deposit accounts by phone. The restrictions were introduced as part of efforts to reduce fraud, particularly concerning direct deposits.
There are no inevitable outcomes. Musk and Trump are testing what we the people will and will not tolerate. Let's make sure they know we won't tolerate their attacks on our country and our rights and the benefits we've earned. https://t.co/tYtu1xl6Lw
— Michigan Democrats (@MichiganDems) April 11, 2025
However, the measures were met with significant apprehension among employees and beneficiaries, as they were introduced without substantial evidence of widespread fraud. Doris Diaz, the agency’s acting deputy commissioner for operations, noted in an April 7 memo that an assessment of teleclaims fraud indicated minimal cases. Following strong reactions from beneficiary advocates and lawmakers, who highlighted the potential strain on field offices already facing staff cuts, the phone service restrictions were partially lifted.
Chaos. Crashes. Confusion.
That’s what the Trump-Musk cuts to Social Security phone service caused.
Retirees and people with disabilities should never be forced to navigate a glitchy website or wait in line to access benefits they paid into and earned.https://t.co/rnDYd4rW76
— Congressman Donald Norcross 🇺🇸 (@DonaldNorcross) April 12, 2025
Reversing Social Security phone policy
Initially, people were allowed to use the phone to file for disability, Supplemental Security Income, and Medicare, though retirement or survivor benefit claims still required online or in-office filing. Now, everyone, including those filing for retirement or survivor benefits, can submit their applications over the phone unless their cases are flagged as suspicious.
In such instances, individuals must provide identification in person, similar to procedures for flagged online claims. However, beneficiaries looking to make changes to their direct deposit accounts will still have to do so online or in person at a field office. The reversal of the phone service restrictions comes as a relief to many beneficiaries who had expressed concerns about the accessibility of Social Security services.
The agency’s decision to allow phone applications for all programs, with in-person verification required only for flagged claims, strikes a balance between fraud prevention and ensuring access to essential services for those who need them most.