Social Security Cuts Doge Customer Service Efforts, Frustrating Seniors

WASHINGTON, D.C. – Millions of seniors are facing delays and frustration as they attempt to navigate the Social Security Administration’s customer service system. Budget cuts have left the agency struggling to keep up with demand, leading to long wait times and unanswered calls.

Hold Times Exceed 30 Minutes

Mary Johnson, a 72-year-old retiree from Toledo, Ohio, spent over an hour on hold trying to speak with a representative about her benefits. “It’s maddening,” she said. “I just need a simple question answered, but I can’t get through to anyone.”

The average hold time has skyrocketed to 33 minutes, a 50% increase from just two years ago. In 2022, only 42% of the nearly 63 million calls to the agency were answered, down from 53% in 2021.

Field Offices Overwhelmed

The situation isn’t much better at local Social Security field offices. Staff shortages mean many visitors wait hours for service. “I arrived at 8 a.m. and didn’t leave until after noon,” said Bob Hernandez, 68, of Phoenix, Arizona. “The place was packed, and they only had two people working the counter.”

Pandemic Backlogs Persist

The COVID-19 pandemic forced the closure of Social Security field offices for nearly two years, creating a massive backlog of unprocessed paperwork and unresolved cases. Despite efforts to catch up, the agency still struggles with the volume of work.

Outdated Technology Hampers Progress

Compounding the problem is the Social Security Administration’s reliance on antiquated technology. Many systems date back to the 1980s, making it difficult for staff to efficiently process claims and respond to inquiries. Modernization efforts have been slow and underfunded.

Advocates Call for Increased Funding

Senior advocacy groups are urging Congress to boost funding for the beleaguered agency. “The Social Security Administration needs resources to hire more staff, upgrade technology, and improve training,” said Nancy LeaMond, AARP’s Chief Advocacy & Engagement Officer. “Seniors deserve better service from the program they’ve paid into their entire working lives.”

The agency’s operating budget has fallen 17% since 2010, after adjusting for inflation, while the number of Social Security beneficiaries has grown by 22% over the same period. Without action, service is likely to further deteriorate as more Baby Boomers reach retirement age.

Seniors Feeling the Pinch

For many seniors on fixed incomes, Social Security is a financial lifeline. Delays in processing claims or resolving issues can have serious consequences. “I rely on my Social Security check to pay for food and medicine,” said Esther Brown, 80, of St. Louis, Missouri. “When the money doesn’t come on time, I don’t know how I’ll get by.”

As frustrations mount, seniors are left wondering when they’ll see relief. The Social Security Administration says it’s doing everything possible to improve service with limited resources, but advocates warn that without meaningful change, the system will continue to fail the nation’s retirees.

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