AARP NY Urges Congress to Act Now on Improving 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.
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.
“I worry about people like my mother, who’s homebound, and other people who are disabled or don’t have access to a car or who can’t wait in long lines while trying to navigate all of this,” Holland said. “As it was, I wouldn’t have gotten all the info I needed if I hadn’t gone to the field office because I couldn’t get anyone on the phone. It can all be very, very frustrating.”
Marie Fitzgerald, a retired music teacher and school administrator from Smithtown, called SSA this week seeking information and was put on hold for 2½ hours before she had to hang up.
“I had specific questions and couldn’t get a representative, so I got no information,” she said. “I finally gave up.”
AARP Urges Congress to Act Now
“AARP is calling on members of Congress – on both sides of the aisle – to step in and step up for older Americans everywhere,” Finkel added. “Our organization has consistently championed efforts to protect and strengthen Social Security for current and future generations. We remain dedicated to ensuring that hardworking older Americans across the country can access the money they’ve earned when and how they want to. And we won’t stop.”
About Social Security in New York State:
- More than one in five residents – 3.7 million people – receive Social Security benefits.
- Retirement benefits: The largest group of beneficiaries in the state are its more than 2.7 million retired workers, who account for 74% of all Social Security beneficiaries in the state.
- Disability benefits: The state has about 434,000 residents who receive Social Security disability income.
- Spousal/survivor benefits: More than 323,000 spouses, former spouses, widows, widowers, and parents of deceased beneficiaries account for nearly 9% of the state’s Social Security beneficiaries. An additional 208,000 New York children receive benefits.
Connect with AARP New York on X: @AARPNY, Facebook: AARP New York and LinkedIn: AARP New York
About AARP
AARP is the nation’s largest nonprofit, nonpartisan organization dedicated to empowering Americans 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health security, financial stability and personal fulfillment. AARP also works for individuals in the marketplace by sparking new solutions and allowing carefully chosen, high-quality products and services to carry the AARP name. As a trusted source for news and information, AARP produces the nation’s largest circulation publications, AARP The Magazine and AARP Bulletin. To learn more, visit www.aarp.org/about-aarp/, www.aarp.org/español or follow @AARP, @AARPenEspañol and @AARPadvocates on social media.
