New legislation, the Social Security Access Act, would ensure that Americans can access Social Security services online, over the phone, or in person — including the filing of benefit claims.
The bipartisan bill, H.R. 3695, is sponsored by Rep. Josh Riley, D-N.Y.
A spokesperson for Riley's office told ThinkAdvisor Tuesday that the bill would expand telephone access for completing applications for benefits and direct deposit change requests.
At first, the Trump administration said these services "couldn’t be done over the phone," Nancy Altman, president of Social Security Works, said Wednesday in an email. "When there was push back, they [SSA] appeared to reverse course. But then they added a new requirement of identity proofing through the internet for those who called on the phone, and a several day delay to confirm identities and to identify anomalies," Altman continued. "There has been push back on that as well. ... all the back-and-forth and changes have created a lot of uncertainties and confusion."
Riley's bill "would ensure that Social Security operates the way it always has, giving people the maximum choice between over the phone, in person, and online," Altman added. "Given how the current administration is treating Social Security, this legislation is extremely warranted."
'Troubling Developments'
The Social Security Access Act comes in response to "troubling developments from the so-called DOGE committee, whose cost-cutting agenda has already triggered service disruptions, office closures, and reduced call center availability," Riley said in a statement.
In March, the Social Security Administration tried to eliminate the ability to make direct deposit changes and file retirement benefits over the phone, calling the change a fraud-fighting measure.
Approximately 40% of Social Security direct deposit fraud, SSA said at the time, "is associated with someone calling SSA to change direct deposit bank information. SSA’s current protocol of simply asking identifying questions by telephone is no longer enough to prevent fraud."
Social Security advocates said fraud fears were overblown and warned of overcrowded field offices as some retirees would not or could not file claims online.
In April, the agency backtracked on the policy change, citing new "enhanced technology" for fraud detection.
The National Committee to Preserve Social Security and Medicare said Tuesday in a statement shared with ThinkAdvisor that the rate of telephone fraud in Social Security was less than .001%.
The group hasn't officially endorsed Riley's bill. "We do support removing any obstacles to customers claiming or changing direct deposit information by phone, just as they have been able to do for decades. Forcing seniors and people with disabilities to go online or to understaffed field offices to do routine business is insensitive and unnecessary."
Riley said his bill "makes it clear: if you paid in, you’re getting through. We’re going to make sure that every person — no matter where they live or how they get around — can access the Social Security benefits they’ve earned.”
The bill "blocks attempts to shut down or degrade any of these access points and requires annual reporting on service quality, accessibility, and security," he said.
DOGE Access
On June 7, the Supreme Court gave the Department of Government Efficiency, or DOGE, access to sensitive Social Security information, lifting restrictions a judge said were needed to protect Americans' privacy.
"DOGE could mess up people's Social Security's data, either intentionally or by mistake," Alex Lawson, Executive Director of Social Security Works, said in another email. "If that happens, it's really important that beneficiaries can resolve the issue as quickly as possible and (as this bill would require) have their choice of doing so in person, over the phone, or online."
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