Updates: Social Security Customer Service Developments

April 9, 2025; 7 p.m. EST

AARP Statement on Social Security Maintaining Phone Services

WASHINGTON - Beginning on April 14, the Social Security Administration assured AARP that they will allow all claim types to be completed over the telephone. This includes Retirement, Survivors, and Auxiliary (Spouse or Child) benefits that SSA previously announced would require in-person identity proofing, in addition to Social Security Disability Insurance, Medicare, and SSI.

AARP Executive Vice President and Chief Advocacy and Engagement Officer Nancy LeaMond issued the following statement on the announcement by SSA that they will maintain phone services for all claim types:

“This is great news for older Americans. We appreciate SSA listening to AARP and millions of Americans about the impact on their lives and providing better access to customer service for Social Security benefits.

"SSA's guarantee of phone access for claims is a win for older Americans, and we look forward to further improvements in their customer service.”

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April 9, 2025; 12 p.m. EST

AARP South Carolina Statement on Customer Service Changes at the Social Security Administration

South Carolina—State Director Charmaine Fuller Cooper issued the following statement related to customer service changes announced by the Social Security Administration (SSA):

“On April 14, the Social Security Administration plans to move forward with changes to its customer service operations that will cause major inconveniences and longer wait times.

"AARP has been fighting these changes since they were first proposed because of the devastating impact they could have for over 1.2 million South Carolinians who count on Social Security to help cover their living expenses and pay their bills.

"If these changes are implemented as scheduled, rural South Carolinians may be forced to drive hours to access a Social Security office in person. This could be you, your mom, your dad or the neighbor down the street who just lost their spouse.

"Someone who is still working and wants to file for benefits for the first time, or current Social Security recipients who are still working, would be forced to take a day off work and make these commutes merely to fill out paperwork.

"The new verification requirements will create barriers for older South Carolinians who might not be computer-savvy or who don’t have reliable internet access.

"This is a real concern as nearly one out of every 4 people in our state rely on Social Security benefits or 23.6% according to the Social Security Administration.

"AARP is pushing the Social Security Administration to reverse this decision and calling on members of Congress – of both parties – to step in and step up for older Americans everywhere.

"AARP continues to urge the Social Security Administration to be clear on how they’re going to improve customer service, and make sure the phones are being answered in a timely fashion, by fully trained representatives who can accurately answer Americans' questions.

"The Social Security Administration must take a deliberate approach to any proposed changes to customer service, seek public input, and follow a clear communication plan allowing for a reasonable timeframe for compliance.

"South Carolinians are urged to take action NOW. This is YOUR money – you earned it.  Speak up. Click the link to tell your Member of Congress to STEP IN and STEP UP for South Carolinians and stop these changes. "

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