The Social Security Administration is set to implement new anti-fraud measures on Monday, which have raised concerns among beneficiaries and advocates about accessibility and confusion. The agency will conduct an identity verification check on all phone applications for benefits and flag claims that could be fraudulent. Those flagged must verify their identity in person.
To combat direct deposit fraud, the agency is also introducing a new policy barring beneficiaries from changing their bank information over the phone. Instead, they must use the “my Social Security” website or visit a local office.
The recent changes have left customer service representatives unclear about what to tell callers and visitors. Training was only provided on Friday, leaving some reps feeling ill-prepared for Monday’s influx of inquiries.
Beneficiaries like Kevin Jochems, who has cancer and relies on monthly payments, fear missing benefits could lead to homelessness. Matt Koob, who plans to apply for benefits in August, also experienced difficulties when trying to verify his identity at a local office due to overcrowding.
AARP executive vice president Nancy LeaMond hailed the latest change, saying it ensures phone access for claims is guaranteed. However, the agency’s customer service representatives still have unanswered questions about the new policies, which are causing concern among some beneficiaries.
Source: https://edition.cnn.com/2025/04/14/politics/social-security-changes-fraud/index.html