AARP NY Urges Congress to Improve Social Security Customer Service as Planned Changes Are Reversed

MELVILLE, N.Y. – Joined by dozens of Long Island residents who rely on Social Security benefits and deserve the best customer service possible by the Social Security Administration (SSA), AARP New York today called for renewed efforts to improve the quality and efficiency of the current system while welcoming the agency’s decision to maintain phone services for all claim types.

Nationwide, AARP is hearing from thousands of older Americans confused and concerned about their Social Security payments, the status of Social Security field offices, and inexcusably long wait times on the phone to get their questions answered.

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The SSA was set on April 14 to implement changes to its customer service processes that would have further agitated this situation and potentially resulted in significant disruptions and longer wait times to resolve even the most-routine customer service needs. However, on Wednesday the Administration assured AARP that they will allow all claim types to be completed over the phone, including benefits that SSA previously announced would require in-person identity proofing.

AARP has been fighting the previously announced changes since they were first proposed, including having sent more than 2 million emails and calls to Congress from AARP members. The SSA had delayed these changes through April 14 until reversing its decision on Wednesday.

“Keeping phone service intact is essential – but it’s not enough” said AARP New York State Director Beth Finkel. “We’re urging the Social Security Administration to clarify how they plan to improve customer service, ensuring phone calls are being answered quickly and accurately answer Americans' questions.”

Real Stories, Real Struggles

AARP members gathering in Melville gave accounts of their recent interactions with the SSA that typify the challenges older New Yorkers already encounter on a regular basis.

Francine Holland, an educator from Copiague, recently had to go to a local SSA field office to obtain required tax documents on behalf of her 85-year-old disabled mother, herself a retired teacher and union activist who lives in the Bronx. The visit to the field office was necessary because, Holland said, she couldn’t find the documents on the SSA website and couldn’t get through to anyone on the phone after calling the SSA several times and being put on hold for up to 45 minutes each time. Another time while waiting overly long on hold her call was disconnected.

Once at the field office, Holland was able to get the documents she needed because she already had been verified as her mother’s primary caretaker. If that hadn’t been the case, Holland’s mother would have been required to visit the office in person under the new SSA rules, something her daughter says would be impossible because of her mother’s disability.