Social Security Update: Senator Warns Agency Hiding 'Extent of the Problem'

Newsweek

2 days ago

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Senator Elizabeth Warren, a Massachusetts Democrat, called for the Social Security Administration (SSA) to provide more accurate and detailed information about the agency's phone call wait times on Sunday, warning the agency may be hiding "the extent of the problem" from policymakers and the public.
In a letter sent to SSA Commissioner Frank Bisignano and obtained by The Hill, Warren asked for additional data, following up on a commitment she secured from Bisignano for a public audit regarding call wait time data and increased transparency in reporting.
Why It Matters
Social Security serves over 70 million Americans, including retirees, the disabled, and survivors, making the accessibility and responsiveness of its services crucial for millions who depend on timely benefits.
Persistent issues with customer service, especially prolonged call wait times, can directly impact vulnerable populations' ability to access critical support.
According to recent data and advocacy groups, ongoing administrative challenges and staffing concerns have already resulted in long delays and confusion for benefit recipients. Trust in the system's reliability is a growing public concern as the U.S. faces discussions over the program's long-term future and funding.
U.S. Sen. Elizabeth Warren (D-MA) speaks during a rally opposing House Republicans Tax Proposal prior to the final House vote on Capitol Hill on May 21, 2025, in Washington, D.C.
U.S. Sen. Elizabeth Warren (D-MA) speaks during a rally opposing House Republicans Tax Proposal prior to the final House vote on Capitol Hill on May 21, 2025, in Washington, D.C.for Families Over Billionaires
What To Know
Senator Warren's renewed inquiry stems from findings by her staff, most recently in June, that showed some SSA phone wait times averaged around one hour and 45 minutes, with some callers reporting delays of over three hours.
In her letter, Warren wrote, "The SSA is failing to provide policymakers and the public with accurate information about the extent of the problem, using convoluted calculations to obfuscate the real data, or withholding information entirely."
The senator called for an Inspector General-led public audit of the agency's reporting procedures for phone wait times. She thanked Bisignano for agreeing to such an audit but did not specify a timeline.
Warren's letter requested that by August 11, the SSA provide the total number of calls received; details on calls handled by an artificial intelligence tool, including the percentage dropped, transferred, or ended unresolved; and similar details for calls handled by human representatives.
Warren also criticized the SSA for what she called the distribution of an "inaccurate and overtly partisan email" regarding the so-called "Big Beautiful Bill," alleging that it included false information about eliminating federal taxes on Social Security benefits.
"Warren is absolutely right about one thing," Kevin Thompson, the CEO of 9i Capital Group and the host of the 9innings podcast, told Newsweek.
"The email that went out claiming 90 percent of Social Security beneficiaries will no longer pay taxes on their benefits was flat-out false. It was political propaganda dressed up as government communication. The message even praised the OBBA and mentioned Trump by name, which is a direct politicization of a government agency. That's unacceptable."
The SSA has faced scrutiny for changes implemented under the Department of Government Efficiency (DOGE), which was initially led by billionaire advisor Elon Musk before he parted ways with the Trump administration in late May. The SSA has faced staffing cuts and office closures that have contributed to service delays since then.
In one notable incident in April, a technical error on the SSA website incorrectly notified Supplement Security Income recipients their benefits had ended, compounding concerns among the vulnerable populations it serves.
Newsweek reached out to the SSA for comment via email.
What People Are Saying
Kevin Thompson, the CEO of 9i Capital Group and the host of the 9innings podcast, told Newsweek: "The SSA has started implementing new tech systems, which could eventually improve things, but that takes time. What doesn't help is letting go of experienced staff or forcing early exits, only to expect automation to solve every problem overnight."
Alex Beene, a financial literacy instructor for the University of Tennessee at Martin, told Newsweek: "Senator Warren is concerned based on data she's received that release doesn't reflect the reality of what's actually happening, with internal reports saying wait times for call have actually increased in some situations, not decreased. It's important to have an accurate reflection of this information, too. With Social Security facing a shortfall in the coming years, legislators need to know if the administration can truly get by with a smaller staff or not."
What Happens Next
Commissioner Bisignano has committed to an Inspector General audit, though a date was not detailed by Warren or the SSA.
By August 11, the agency is expected to provide the requested call data to Warren's office.
The SSA's reported willingness to undergo greater independent scrutiny could lead to further reforms in customer service procedures and increased congressional oversight, depending on audit findings.
"Understaffing, especially after DOGE budget cuts, has left fewer hands to handle an aging and growing beneficiary population," Thompson said. "Until those gaps are filled and systems are modernized, people will continue to sit on hold for hours just trying to get basic help."