Older Californians Deserve Better Customer Service from the Social Security Administration

Most of us have experienced long hold times or dropped calls when trying to get through to a customer service agent. You may have even received incorrect information the first time you called and had to start the process all over again. Unfortunately, this is what many people are experiencing when trying to reach the Social Security Administration (SSA).

Millions of older Californians, people with disabilities, and their families rely on Social Security -- and they have a right to expect quality customer service to get their questions answered or get information on the status of their disability claim – whether online, in-person, or over the phone.

Yet last year, almost half of the 151 million calls to the SSA’s national 1-800-number and field offices went unanswered, including 16.4 million callers who gave up while waiting on hold. So far this year, almost one-third of calls to SSA's local field offices across the country have not been answered. Those who have been able to get through are waiting an average of 34 minutes for someone to pick up on the other end – that’s more than ten times longer than a decade ago. Additionally, Americans who file for disability assistance now wait more than 200 days on average for an initial decision.

And nobody wants a repeat of last year, with customers having to wait in long lines outside of SSA field offices in the heat of the summer.

Seniors, people with disabilities, and AARP are fed up with the SSA’s poor service. There is no excuse for failing to provide people with the services they need and answers to their questions about the Social Security benefits they have earned and many now need in order to pay for basic living expenses. Nearly one in seven California residents – that’s more than 6.1 million people – receive Social Security benefits, and 36 percent of Californians 65 and older rely on the program for at least half of their income.

Over the past year, AARP members have sent Congress more than 200,000 emails urging increased funding for the SSA to improve customer service. Now, AARP is asking Congress to provide at least $15 billion in funding for long-overdue improvements to their egregious customer service, so seniors and people with disabilities can get accurate information when they need it. Americans deserve much better, and it’s about time we get it.   

Nancy McPherson is California state director for AARP