Latest news with #KathleenRomig
CNBC
02-06-2025
- Business
- CNBC
See where seniors face the longest travel times to get to their local Social Security offices
A new Social Security Administration policy will require nearly 2 million additional beneficiaries to visit the agency's offices each year to change their direct deposit information, according to agency estimates. That's often not a quick trip: Nearly one-quarter of seniors live more than an hour away from their local Social Security field office, according to a new analysis from the Center on Budget and Policy Priorities. Meanwhile, half of seniors need to drive for at least 33 minutes without traffic to get to their Social Security office. The policy change will lead to more than 1 million hours of travel per year, according to the nonpartisan policy and research institute. The Social Security Administration said the new direct deposit requirements would curb fraud, which it said it's been working to root out in coordination with the Trump administration's so-called Department of Government Efficiency. Since 2023, the agency has experienced a "marked increase" in allegations of direct deposit fraud, a Social Security Administration official said via email. In March, SSA implemented enhanced fraud protection for direct deposit changes. Between March 29 and April 26, the enhanced fraud protection flagged more than 20,000 Social Security numbers where phone direct deposit requests failed security measures that check for multiple fraud indicators. Of the direct deposit transactions flagged, 61% to 72% of individuals never resubmitted their requests, a "strong indicator" that many of those attempts may not have been legitimate, according to the SSA official. The agency estimates $19.9 million in losses were avoided as a result of the enhanced safety measures. However, advocates say the change is an overreaction, given the scale of such fraud. The Social Security Administration has said about 40% of direct deposit fraud comes from phone calls attempting to change direct deposit information. In early 2024, anti-fraud officials at the agency told The New York Times that about 2,000 beneficiaries had their direct deposits redirected over the prior year. By those estimates, that would mean just 800 of those people experienced direct deposit fraud by phone, according to Kathleen Romig, director of Social Security and disability policy at the Center on Budget and Policy Priorities. Yet the agency is now requiring about 2 million elderly and disabled individuals to visit its offices to prevent such fraud, she said. More from Personal Finance:What the House GOP budget bill means for your moneyTrump tariffs create the 'perfect storm' for scamsSocial Security COLA for 2026 projected to be lowest in years To help ensure benefit payments are not misdirected, the Social Security Administration has tightened beneficiaries' ability to change their bank information over the phone. As of April 28, individuals who want to change their direct deposit information will need to log into or create a personal My Social Security online account and obtain a one-time code before they call the agency's 800 number. Individuals who cannot use online or automatic enrollment services will need to visit a local field office to verify their identity in person. While the agency encourages those individuals to make an appointment, it is also possible to walk in for direct deposit changes. Individuals who want to change their direct deposit information may also use automatic enrollment services through their bank. To do so, individuals need to contact their bank directly. Not all financial institutions participate in this process, according to SSA. Because many seniors or disabled individuals do not have internet service, computers or smart phones — or if they do, may not know how to use those resources — many will likely have to make an in-person visit to their local Social Security office. About 6 million seniors don't drive, while almost 8 million older Americans have a medical condition or disability that makes it difficult for them to travel, according to CBPP research. In-person appointments may be burdensome for beneficiaries who face long travel times to get to their nearest Social Security office, according to the CBPP analysis. In 31 states, more than 25% of seniors face travel times of more than an hour to get to their local field office. In certain less-populated states, more than 40% of seniors would need to drive more than an hour. Those include Arkansas, Iowa, Maine, Mississippi, Montana, Nebraska, North Dakota, South Dakota, Vermont and Wyoming. In other states, around 25% to 39% of seniors would need to travel over an hour. That includes Alabama, Alaska, Arizona, Georgia, Idaho, Indiana, Kansas, Kentucky, Louisiana, Minnesota, Missouri, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, Tennessee, West Virginia, Wisconsin and Virginia. Residents of other states may also face a burden if they do not live near their closest Social Security field office. The analysis is a conservative estimate to help assess how much time it may cost individuals who are affected by the policy, according to Devin O'Connor, senior fellow at the CBPP. For example, it doesn't take into account the time spent getting an appointment to visit a Social Security office and the time spent waiting for the appointment, he said. The CBPP's analysis was created with information from multiple sources including the 2022 National Household Travel Survey, SSA field office location data, the OpenTimes travel time database and the Census Bureau's 2023 American Community Survey. The Social Security Administration has not independently validated the data, the agency said via email in response to a request for comment. Notably, the new direct deposit requirements come as the Social Security Administration has moved to cut its work force by about 7,000 employees, reductions that have led some of the agency's field offices to be "understaffed," O'Connor said. However, while it had been reported that DOGE planned to close Social Security field offices to help curb spending, thus far that has largely not happened, he said. The Social Security Administration has denied it plans to close local field offices. Individuals who need to visit a Social Security field office will also be confronted by long wait times for appointments. Currently, just 43% of individuals are able to get a benefit appointment within 28 days, Social Security Administration data shows. The agency's new policy to limit phone transactions has been scaled back. The agency had proposed limiting the ability to apply for benefits over the phone, but after it received pushback from organizations including the AARP, the agency changed that policy to limit only direct deposit transactions.
Yahoo
17-05-2025
- Business
- Yahoo
Social Security drops controversial anti-fraud review amid growing claims backlog
A month after instituting a controversial anti-fraud policy that sparked widespread concern among senior citizens, the Social Security Administration has quietly dropped a key piece of the measure. The agency will no longer hold retirement benefit applications for three days to check for fraud, according to an email sent to workers and reviewed by CNN. The decision comes as the backlog in retirement benefit claims has swelled to nearly 575,000 applications, and employees, whose ranks have thinned from downsizing efforts, are being encouraged to work harder to process those claims. Pushed by Elon Musk's Department of Government Efficiency, the anti-fraud policy was revised several times before being implemented amid an outcry from advocates for senior citizens and people with disabilities. Originally, the agency wanted to bar applicants from filing for benefits over the telephone, arguing that it could not do sufficient identity verification. Instead, people would have had to confirm their identities through their online 'my Social Security' account or visit a field office to complete the claim in person. Advocates feared that the policy would make it harder for many folks to file for claims, particularly if they are not computer-savvy or live far from the agency's offices. The policy change, along with a related one ending beneficiaries' ability to update their direct deposit information over the phone, prompted senior citizens and people with disabilities to flood the agency's phone lines and field offices with concerns. Many thought they had to prove their identities to continue receiving payments or had questions about the new procedures. Less than two weeks later, Social Security announced that the anti-fraud policy would only apply to those filing for retirement, survivors or family benefits over the phone, and its rollout would be delayed by two weeks to April 14. The phone claims would be subject to a fraud review, and if irregularities were detected, applicants would have to go to a field office to prove their identity. Asked about the latest change in policy, a Social Security spokesperson said the agency 'continues to refine the anti-fraud algorithm to flag only the claims with the highest probability of fraud. Continuous improvements will ensure timely processing of claims while protecting beneficiaries from fraud.' However, the review process only found two cases – out of more than 110,000 claims – that had a high probability of being fraudulent, according to an internal document obtained by Nextgov/FCW, which covers technology in federal agencies. Fewer than 1% of claims were flagged as potentially fraudulent. What's more, the anti-fraud checks delayed the processing of retirement claims by 25% and led to worse customer service, according to the May document. 'It created a problem in customer service where one didn't exist, and it didn't do anything to prevent fraud,' said Kathleen Romig, director of Social Security and disability policy at the left-leaning Center on Budget and Policy Priorities, who worked at the agency during the Biden administration. As of mid-May, Social Security had nearly 575,000 pending retirement claims, with about 140,000 of them languishing for at least 60 days, according to an email from Stephen Evangelista, Social Security's deputy commissioner for operations, that was sent to employees and viewed by CNN. He noted that the agency is receiving a record number of claims this year for several reasons, including the peak wave of Baby Boomers hitting retirement age and a law passed by Congress that beefed up Social Security benefits for nearly 3 million federal, state and local workers. The backlog began increasing swiftly last fall, shooting up from fewer than 350,000 pending claims in September to nearly 600,000 pending claims in April, according to Social Security data posted online. Evangelista urged workers in the field offices and another unit to 'do their very best' to increase the number of retirement claims they clear every day by at least 10% for the rest of May. 'I am calling for a sprint – a focused, concerted effort in all offices beginning today and lasting through the end of May – to address this growing backlog of pending retirement and survivor claims,' he wrote. The missive did not go over well with many employees, said Joel Smith, president of the American Federation of Government Employees Local 3184, which represents workers in nearly 100 agency offices across the South and Southwest. Social Security is in the midst of culling about 7,000 workers, or roughly 12%, from its staff – offering two rounds of deferred resignation offers, as well as other buyout and early retirement incentives. Multiple field offices have lost sizeable shares of their staff. And while the agency is reassigning about 1,000 employees from headquarters and regional offices to work in field offices and other mission-critical units, it will take time to train them. 'Employees find it to be another sign of disrespect from an out-of-touch agency leadership,' Smith said of the directive. Workers 'weren't looking for another demotivational email from an agency leadership that cut their telework, encouraged them to quit and created an unnecessary backlog.'
Yahoo
07-05-2025
- Business
- Yahoo
Kokua Line: Can I change Social Security direct-deposit by phone or not?
Question : Can we still change our direct deposit for Social Security over the phone or not ? I called the 1-800 number, but the recording was so quick I couldn't understand. I am moving to North Carolina to live with my daughter and want to switch to a bank where I will be living. Answer : Yes, but only if you have the online access needed to complete the multifactor identity verification this phone service now requires. The Social Security Administration says on its website, 'Beginning April 28, 2025, you can change your direct deposit by calling 1-800-772-1213. Before you call, go to to get a one-time code that you will give to the Social Security representative. To generate the code, you will need to sign in to or create a personal 'my Social Security' account. If you are unable to create an account, you will need to come into a local Social Security office or arrange for direct deposit through your bank.' If you don't have an online account, go to for instructions on how to create one. With an account, you may be able to change your direct deposit information wholly online, without having to call, according to the website. Callers to SSA's national customer service line are greeted with a brief recorded message about how to change where their electronic payments are deposited. Kathleen Romig, director of Social Security and disability policy for the Center on Budget Priorities, a Washington, D.C.-based think tank, wrote that the Social Security Administration estimates that half the people SSA has traditionally served solely over the phone to complete this task won't be able to follow the new rules and will have to go to a Social Security office if they ever need to update their direct-deposit information. 'The new PIN code requirement will be impossible for many beneficiaries to meet. Many seniors and people with disabilities lack internet service, computers or smartphones, or the technological savvy to navigate SSA's online serv ices. The PIN requirement expects callers to complete a multi-step, multi-factor authentication and generate a PIN code while on the phone with an agent. Or if they don't have an account, they must hang up, establish an online account, then call back—a not-insignificant inconvenience when most callers to SSA do not reach an agent on the first try, and the wait time for a call back from SSA averages 2.5 hours, ' she wrote Friday at. Q : I went through the San Francisco airport last weekend with a very long TSA line. The person checking IDs kept trying to read my Real ID Hawaii driver's license. He said it wasn't a Real ID. When I pointed out the yellow star, he said the IDs from Hawaii had so many holograms on them that they don't work in their machine. A : We can't vouch for his description of the problem's source, but security scanners at certain U.S. airports have had trouble with some Hawaii-issued credentials over the years, which we most recently wrote about in 2022 (). Software patches installed on Transportation Security Administration machines largely resolved the problem, a state Department of Transportation spokesperson said then. In addition, at least one batch of Hawaii credentials was printed with a bar-code error, making that batch unreadable. We shared your message with Harold Nedd, spokesperson for Honolulu's Department of Customer Services, asking whether this problem was still occurring and whether there are plans to redesign Hawaii's REAL IDs to make them more compatible with TSA scanners. Here's his emailed response : 'Anecdotally, the city's Department of Customer Services has received a handful of complaints about some state driver's licenses not properly scanning at TSA checkpoints. 'There's a Real ID software update underway to solve this issue. This particular card production irregularity will not exist in the new hardware and software for processing driver's licenses and state ID cards when the state-of-the-art technology is implemented in early 2026. 'In the meantime, driver licensing centers in the City and County of Honolulu have a process in place to assist cardholders who run into this particular issue at TSA checkpoints. Cardholders are allowed to replace the driver's license with the irregularity at no cost to them. Additionally, no appointment is required to get a duplicate replacement. Simply show up at a driver licensing center and let the concierge in the lobby know that the driver's license did not properly scan at the TSA checkpoint. Finally, turn in the driver's license with the irregularity and get a duplicate replacement in return.'------------Write to Kokua Line at Honolulu Star-Advertiser, 500 Ala Moana Blvd., Suite 2-200, Honolulu, HI 96813 ; call 808-529-4773 ; or email.------------
Yahoo
15-04-2025
- Business
- Yahoo
Social Security backs down on controversial policy critics say would have made it harder to access benefits
The Social Security Administration (SSA) backed down from a major change that critics argued would have made it harder to access benefits for millions of Americans. Following public outcry, the agency will no longer slash telephone services, which would have forced many people to process claims in person. I'm 49 years old and have nothing saved for retirement — what should I do? Don't panic. Here are 5 of the easiest ways you can catch up (and fast) Nervous about the stock market in 2025? Find out how you can access this $1B private real estate fund (with as little as $10) Want an extra $1,300,000 when you retire? Dave Ramsey says this 7-step plan 'works every single time' to kill debt, get rich in America — and that 'anyone' can do it The SSA announced in March it would implement anti-fraud measures, requiring in-person identity proofing to access certain services for those unable to use the 'my Social Security' online portal. But weeks later, the agency reversed course, saying it had rolled out 'enhanced technology' that modernized its services. 'Users of our phone service will only have to come in person if they are flagged by our anti-fraud system,' the agency wrote in a social media post on April 9. Critics warned that moving away from telephone services could create massive roadblocks for millions of Americans, especially older adults and those living in rural areas. Here's what these changes mean, and how you can prepare for potential policy shifts in the future. More than 4-in-10 retirees apply for benefits by phone, along with most spouses and bereaved family members seeking survivor benefits, according to the Center on Budget and Policy Priorities (CBPP), a policy think tank. The proposed rule would have wiped out that option for many of those people. 'There's no way to schedule an appointment online,' Kathleen Romig, the CBPP's director of Social Security and disability policy, told NPR. "So you have to call the agency's 800 number. Right now, the wait for a call back from Social Security is two-and-a-half hours. And that's if you get through to an agent at all.' Even if you try to go the in-person route, getting help from Social Security is no walk in the park. Most people wait at least 28 days for a scheduled appointment. Read more: The US stock market's 'fear gauge' has exploded — but this 1 'shockproof' asset is up 14% and helping American retirees stay calm. Here's how to own it ASAP An analysis by the CPBB shows visiting an SSA field office amounts to a '45-mile trip for some 6 million seniors' — a trip that becomes incredibly more difficult for those living in remote areas. Millions of older and disabled Americans also lack reliable internet, smartphones or the tech skills to navigate multi-step online ID checks, the CBPP says, which makes learning to use the online portal a challenge. Romig emphasizes the real-world impact: "Not everyone drives, particularly seniors or people with disabilities," she said. "And not everyone is able to leave the house. Think about people who are homebound or hospitalized. So, this is incredibly burdensome for the older and disabled people that the SSA serves." If you or someone you know is planning to file for Social Security benefits, don't wait. Start prepping now — whether that means figuring out your nearest field office, checking your online account access or calling SSA (early in the day) to get a jump on the queue. Those who think they're up for it should try learning how to use the free 'my Social Security' online portal. This online tool will help you monitor your benefits, earnings and communication with the SSA, all in one place. Staying organized is another key tool. That means keeping detailed records of your earnings history, any correspondence with the SSA and copies of important documents like proof of identity or direct deposit info. With new fraud detection rules in play, having paperwork ready can help clear up any flagged claims or delays. And as always, seniors need to watch out for scams. The SSA will never demand immediate payment or threaten arrest, and anyone who does may be a fraudster. Be careful with unsolicited phone calls, emails or texts claiming to be from Social Security. If anything feels off, report it directly to the SSA or the Federal Trade Commission. With some prep work and ongoing vigilance, you can navigate these changes smoothly and protect the benefits you've earned. Thanks to Jeff Bezos, you can now become a landlord for as little as $100 — and no, you don't have to deal with tenants or fix freezers. Here's how Rich, young Americans are ditching the stormy stock market — here are the alternative assets they're banking on instead Here are 5 'must have' items that Americans (almost) always overpay for — and very quickly regret. How many are hurting you? This article provides information only and should not be construed as advice. It is provided without warranty of any kind.
Yahoo
10-04-2025
- Business
- Yahoo
Social Security Administration backs off plan to cut phone service
With less than a week to go before a deadline that the Social Security Administration set to end phone support for certain customer service needs, the agency braked and hit reverse. The controversial plan to crack down on customer service for anyone applying for new benefits or checking benefits was set to start April 14, ending phone service support for retirees and survivors applying for benefits or for beneficiaries making direct deposit changes. The clamp down on telephone access was ostensibly aimed at curbing identity fraud in which scammers call the agency impersonating a beneficiary and have benefits redirected to their own bank account. The new rule required anyone applying for new benefits or checking benefits to first verify their identity online or make an appointment at one of the agency's field offices. The changes set off alarm bells among seniors, disabled people, advocates and some lawmakers for creating roadblocks, especially to those in rural areas without reliable internet service or who lack computer skills. 'Many seniors and people with disabilities lack internet service, computers or smartphones, or the technological savvy to navigate a multistep, multifactor online verification process,' said Kathleen Romig, director of Social Security and Disability Policy at the Center on Budget and Policy Priorities. By subscribing, you are agreeing to Yahoo's Terms and Privacy Policy More than 4 in 10 retirees apply for their Social Security benefits by phone, as do most spouses who are eligible for benefits, according to a CBPP report. The majority of family members who are eligible for survivor benefits following a death also apply by phone. An internal Social Security memo says eliminating phone service would require 75,000 to 85,000 more people per week to visit an office — over 4 million annually. The CBPP estimates that some 6 million seniors live at least 45 miles from the nearest Social Security office. With the course correction, beginning on April 14, SSA will allow all claim types to be completed over the phone, a White House official told Yahoo Finance on background. 'Because the anti-fraud team implemented new technological capabilities so quickly, SSA can now perform anti-fraud check on all claims filed over the phone,' the official said. The new software allows the SSA to flag abnormal behavior in a person's account. Individuals who have been flagged would be required to perform in-person ID proofing for the claim to be further processed. 'President Trump has repeatedly promised to protect Social Security and uproot waste, fraud, and abuse across the federal government,' according to Liz Huston, a White House spokesperson. 'The Social Security anti-fraud team has worked around the clock in person to improve technological capabilities, and they are now able to identify fraud on claims filed over the telephone,' she said. Social Security's website highlighted the news on Thursday: 'You can call us at 1-800-772-1213 between 8:00 a.m. – 7:00 p.m. local time, Monday through Friday. Wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. Our automated telephone services are available 24 hours a day and do not require you to wait to speak with a representative.''We're encouraged that the Social Security Administration is listening to millions of Americans around the country about the impact customer service changes would have on their lives,' AARP's chief advocacy and engagement officer Nancy LeaMond, said in a statement. Max Richtman, president and CEO of the National Committee to Preserve Social Security and Medicare, emphasized that the administration did not reverse course "out of the goodness of their hearts." "They responded to public pressure," Richtman told Yahoo Finance. "This is a victory for advocacy on the grassroots and national level, by and on behalf of the millions of seniors that depend on phone service from the Social Security administration. The Trump administration has been busy erecting barriers for people simply trying to access their earned benefits. We are glad this one barrier has fallen.' Kerry Hannon is a Senior Columnist at Yahoo Finance. She is a career and retirement strategist and the author of 14 books, including "In Control at 50+: How to Succeed in the New World of Work" and "Never Too Old to Get Rich." Follow her on Bluesky. Sign up for the Mind Your Money newsletter Sign in to access your portfolio
