The US Social Security Administration’s sudden decision to cut phone services for its beneficiaries is leaving many worried about their access to benefits. This move, which was initially set to affect disabled people, has now been reversed, but concerns remain.
In March 2025, the Washington Post reported that Social Security was planning to cut phone services for elderly and disabled individuals, citing a plan to improve efficiency. However, this move sparked widespread criticism and opposition from advocacy groups.
An analysis by the Center on Budget and Policy Priorities (CBPP) found that restricting phone services would harm 6 million seniors who live more than 45 miles from their nearest Social Security field office. The report highlighted that these individuals already face significant barriers to accessing benefits, including long wait times at field offices.
The Social Security Administration’s budget has worsened the customer service crisis, but an investment in 2025 could fund a turnaround. A recent audit report by the Office of Inspector General found that customer wait times in field offices and card centers are still high, with many beneficiaries experiencing delays in receiving benefits.
Critics argue that cutting phone services will disproportionately affect vulnerable populations, including seniors and those with disabilities. They point to the need for improved infrastructure and increased funding to address long-standing issues with customer service.
While some lawmakers have proposed solutions to improve the agency’s efficiency, others are calling for a more comprehensive overhaul of the Social Security system. The ongoing debate highlights the challenges faced by the administration in balancing fiscal responsibility with the needs of its beneficiaries.
Source: https://www.cbpp.org/research/social-security/abruptly-eliminating-social-security-phone-services-threatens-access-to