Major Social Security Customer Service Disruptions Can’t Be Tolerated

AARP is hearing from countless 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 following the Social Security Administration’s (SSA) recent announcement of major operational changes. These proposed changes are expected to impact nearly one in five Florida residents who receive Social Security benefits, especially the 46 percent of individuals aged 65 and older who rely on the program for at least half of their income.

On April 14, the Social Security Administration is set to implement changes to its customer service processes that will further exacerbate this situation and likely result in significant inconveniences and even longer wait times to resolve even the most-routine customer service needs.

AARP has been fighting these changes since they were first proposed—mobilizing members to send more than 2 million emails and calls to Congress—because of the devastating impact they could have on beneficiaries, including more than 5 million Floridians who rely on Social Security to cover basic living expenses. While the Social Security Administration delayed implementation until April 14, a delay is not enough. These changes would place unnecessary burdens on older adults across the state in very real and personal ways:

• Older Floridians in rural areas may be forced to long distances to access a Social Security office in person.
• A Florida worker filing for benefits for the first time could be forced to take a day off work and drive to an office merely to fill out paperwork.
• The new verification requirements create barriers for older Floridians who might not be computer-savvy or who don’t have reliable internet access.

About Social Security:

• More than one in five Florida residents – 5.1 million people – receive Social Security benefits. 
• Retirement benefits: The largest group of beneficiaries in Florida are nearly 3.9 million retired workers, who account for 78 percent of all Social Security beneficiaries in the state. 
• Disability benefits: Florida has nearly 480,000 residents who receive Social Security disability income. 
• Spousal/survivor benefits: In Florida, more than 400,000 spouses, former spouses, widows, widowers and parents of deceased beneficiaries account for 8 percent of the state’s Social Security beneficiaries. An additional 240,000 Florida children receive benefits.

AARP has a long history of advocating for Social Security and continues to work to ensure that older Americans can access the benefits they’ve earned. For more information and updates, visit aarp.org/SocialSecurity.