The US Social Security Administration’s (SSA) telephone customer service is struggling to meet the demands of beneficiaries who are calling in with various questions and concerns about their benefits, identity verification, and appointment availability. The agency’s acting commissioner, Leland Dudek, has acknowledged that the current system “sucks” and needs improvement.
In recent weeks, SSA has received a record 48 million calls, with an 19% increase from last year. This surge in calls is largely due to changes under Elon Musk’s Department of Government Efficiency, which have prompted Americans to flood the agency’s phone lines with queries about their benefits. However, customer service representatives are finding it increasingly difficult to assist callers with routine issues, such as applying for benefits or getting a new card.
Complaints about long waits on hold, dropped calls, and unfulfilled requests for callbacks have become common among beneficiaries. The lack of staffing in SSA’s call centers has been cited by union representatives as the primary cause of these issues. With over 33 customer service representatives having left their jobs due to various incentives, the remaining staff are struggling to keep up with the demand.
The situation is further exacerbated by the fact that many beneficiaries who receive callbacks for appointments are finding them either unavailable or cancelled without notice. This has led to frustration and stress among those waiting for assistance, including Erin Siniff, a retired social worker who had to wait six hours for a callback before finally receiving it.
Obermeit, another beneficiary, is still trying to apply for her ex-spouse’s Social Security benefits after over a half-dozen phone calls and five trips to agency offices. She has experienced uncertainty and frustration due to poor reception in rural areas and failed callbacks.
The SSA’s acting commissioner acknowledges the need for improvement but has not provided a specific timeline or plan for addressing these issues. The Department of Government Efficiency is under pressure to address these concerns, but the extent of the problem remains unclear.
Source: https://edition.cnn.com/2025/04/10/politics/social-security-phone-customer-service/index.html