The Social Security Administration (SSA) is set to roll out two new anti-fraud policies on Monday, sparking confusion, concern, and long lines at local field offices across the country.
Under the new measures, the SSA will begin screening all phone applications for benefits and flagging those suspected of fraud. Flagged applicants will be required to verify their identity in person. Additionally, beneficiaries will no longer be allowed to change their direct deposit bank information by phone — a move the agency says is necessary due to a rise in fraud.
The policy changes were introduced last month as part of a broader overhaul spearheaded by the Department of Government Efficiency (DOGE), led by Elon Musk. The goal, according to officials, is to tighten identity verification processes and prevent fraud in the program. But many advocates and beneficiaries fear the changes will make it more difficult for vulnerable Americans to access the benefits they depend on.
Public Panic and Misinformation
Worried they might lose their monthly payments, some beneficiaries have rushed to local offices — often unnecessarily — believing they must verify their identity immediately. Others are flooding SSA phone lines, desperate for clarification or to schedule appointments, further overwhelming the system.
The confusion has been exacerbated by the agency’s erratic communication. The SSA initially stated that the phone restrictions would apply to all benefit programs, then scaled it back to only cover retirement, survivor, and family benefits. Just days before implementation, the policy was again revised — now only claims flagged for fraud will require in-person verification. The SSA said it expects about 70,000 of the 4.5 million annual phone claims to be flagged.
“Telephone remains a viable option to the public,” the agency posted on X (formerly Twitter), in its latest clarification.
The reversal was welcomed by advocacy groups like AARP. “SSA’s guarantee of phone access for claims is a win for older Americans,” said Nancy LeaMond, AARP’s executive vice president.
Direct Deposit Changes Raise Alarms
A separate policy change, which bars updates to direct deposit information over the phone, remains in place due to fraud concerns. The SSA revealed that around 40% of direct deposit fraud originates from phone requests to change bank details. Beneficiaries must now make changes via the “my Social Security” online portal or by visiting a local office.
This requirement could be particularly burdensome for seniors who lack digital literacy or the means to travel to an office.
Internal Chaos and Staff Unprepared
SSA employees have also been left in the dark. According to Jessica LaPointe, president of the American Federation of Government Employees’ Council 220, customer service staff only received updated training on the changes late Friday — just days before rollout. The rushed training, consisting of a 13-minute video, left staff with many unanswered questions and little time to prepare.
“Hasty and inadequate training is leaving the workforce unprepared to deal with the influx of public inquiry and demands this will cause,” LaPointe said.
Impact on Vulnerable Americans
For many, the anxiety caused by unclear policies is more than just an inconvenience. Kevin Jochems, a 62-year-old cancer patient from Colorado, visited a local SSA office fearing he might lose his payments — only to be turned away without an appointment. His attempts to get help over the phone also failed.
“Even missing one monthly benefit would put me a step closer to homelessness,” Jochems said. “It’s very distressing for people in my situation.”
Others, like Matt Koob, a 66-year-old health technician in Tampa planning to retire soon, faced similar obstacles. “They’re telling people, ‘We want you to do it in person,’ but we’re not going to let you in the building,” he said after being denied access to a field office in March.
Bottom Line
While the SSA claims its updated policies will safeguard benefits from fraud, the implementation has been marked by poor communication, confusion among staff and the public, and fears of unintended harm to vulnerable Americans. As the new rules take effect, the agency is under growing pressure to clarify its processes — and to ensure that the pursuit of security doesn’t come at the cost of accessibility.
