AARP Speaks Out Against Social Security Administration Changes

While confusion continues around ever-changing directives regarding the Social Security Administration (SSA), AARP continues to actively oppose a new policy change to its identity verification process, requiring online or in-person identity verification for new claims and updates to direct deposit accounts that were previously handled via phone.

AARP has strongly opposed this decision from the start, arguing that it unduly burdens older adults, especially those in rural areas.

Starting on April 14, people applying for retirement, survivor or family benefits will need to use an online My Social Security account or make an appointment at a local SSA office to show proof of identity, a necessary step in filing for benefits or reporting a change in bank direct deposit information to receive payments. SSA has developed a list of information specific to what services are required to be performed in-person, or online and which can be done over the phone. However, the Social Security Administration’s website has been continually crashing due to the volume of requests it is taking online.

AARP has long advocated for better service delivery from the SSA. As of April 8, the latest data from the office suggests those calling the SSA helpline this week waited on hold for an average of three and a half hours. That is much higher than the average of one hour during November of 2024 and one hour and 39 minutes just last month.

In a letter to SSA, AARP wrote, “With Americans already waiting hours to get connected with Social Security on the phone, it is outrageous that under this new policy, older Americans, especially those in rural areas, will have to call, wait on hold for possibly hours, make an appointment, or even take a day off work to claim the benefits they have worked for and earned. There is nothing “efficient” about creating more confusion and disrupting the lives of millions of hardworking American taxpayers with such short notice and with no input from the public.”

“Improving customer service at the Social Security Administration has long been a focus of AARP on behalf of our millions of members nationwide – including 80,000 right here in Wyoming,” says AARP Wyoming State Director Sam Shumway. “We’re also urging 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.”

SSA has released a list of permanent and temporary office closures or service availability changes, which can be found here. As of April 7, the site shows only Cody as only able to offer assistance by telephone until further notice and no in-person service. This is the only Wyoming office listed as of April 8.

The SSA has characterized the change in phone service as an anti-fraud measure that would strengthen the agency’s identity-proofing and curb criminals who use illicitly obtained personal information to contact Social Security and hijack beneficiaries’ payments.

“We are also very worried about fraud,” Shumway adds. “Rolling out a new requirement like this to share personal data, on such a short timeframe, with such poor communications, has all of the recipes for government imposter scams. We want to remind Americans that Social Security will NEVER call you and ask you for personal data or bank account information.”

AARP’s Efforts
On March 26 a new policy was announced by SSA requiring many applicants to complete claims online or in person rather than by phone, announced eight days earlier and initially set to take effect at the end of March, will be delayed until April 14. In response, AARP immediately distributed a response from Nancy LeaMond, saying that the delay is “a good first step” but that “merely delaying the implementation of this change is not enough.”

AARP has been actively fighting back against this planned service change, having mobilized a membership-wide Call to Action campaign. This initiative has been promoted via grassroots & advocacy emails, the AARP app, and on the front page of aarp.org. The response has been tremendous, with over 1 million actions (phone calls, emails, texts) to Members of Congress.

On Sunday, March 30, AARP began running an ad on Social Security. The television spot aired on the network political talk shows nationwide, including:

• Fox News Sunday
• This Week (ABC)
• Meet the Press (NBC)
• Face the Nation (CBS)

On March 24, 2025, AARP sent letters (House | Senate) to the Chairman and Ranking Member of the Senate Finance Committee and the House Ways & Means Committee to intervene in the Social Security Administration's decision to cut phone services, warning it would significantly impact older Americans, especially in rural areas, by increasing service disruptions and confusion

On Thursday, March 27, AARP had a dedicated Social Security takeover of all of AARP’s advocacy and brand channels. The goal of this takeover was to amplify AARP’s voice and presence among members around our Social Security effort that 1) sent the message that AARP is in this fight, 2) offered an opportunity to showcase the steps AARP has taken towards creating change, and 3) asked members to take action. Our call to action included a pledge and an ask to contact Members of Congress and urge them to protect and save Social Security.