A slide-show look at several recent matters related to customer service, eliminating fraud and updates on leadership and the 2026 COLA
While President Trump’s tariff-infused trade wars and resulting market volatility has commanded the news cycle this week, a number of issues regarding Social Security have also created headlines in recent weeks. Here’s a look at some of the more notable ones.
SSA Launches Anti-Fraud Check for Phone Claims
Starting April 14, the Social Security Administration announced on X it will begin automated anti-fraud checks on all claims filed by phone.
Claims flagged for fraud risk will require in-person identity verification at a Social Security office. Claims not flagged can proceed entirely over the phone, preserving access for most users.
The SSA previously proposed requiring all claimants without a “My Social Security” account to verify their identity in person, effectively ending phone-based applications for many. The plan drew strong criticism from AARP and disability advocates for disproportionately affecting older adults and people in rural areas.
White House officials defended the change at first, adding that its intent was to eliminate fraud and save money. SSA Acting Commissioner Lee Dudek said the change could have saved the agency as much as $100 million annually, despite that being less than a tenth of a percent of the agency’s budget.
SSA reversed course, ensuring that phone applications remain available for all benefit types, including retirement, family, survivor, SSDI, SSI, and Medicare.
“We have listened to our customers, Congress, advocates and others, and we are updating our policy to provide better customer service to the country’s most vulnerable populations,” Dudek said in a statement.
Advocates, including AARP’s Nancy LeaMond, AARP’s chief advocacy and engagement officer, hailed the move as a major win for access and customer service.
“This is great news for older Americans,” LeaMond said in an April 9 statement. “We look forward to further improvements in their customer service.”
LeaMond had written an April 7 letter to acting SSA Commissioner Lee Dudek citing multiple reports of website outages, long lines at field offices, and hours-long waits for people to get help from Social Security on the phone. LeaMond noted the ID plan, which the SSA estimated would drive 75,000 to 85,000 more office visits a week, would “only exacerbate the ongoing customer service crisis.”
About 6 million Americans ages 65 and over live more than 45 miles roundtrip from their nearest Social Security office, according to an April 8 report from the Center on Budget and Policy Priorities.
In March, the SSA cut its staff by over 7,000 SSA workers, potentially contributing to the lengthening standby times.