Commentary: AARP Oregon opposes SSA Customer Service Changes

These changes will cause longer wait times and more inconvenience for routine services. AARP has been fighting these changes from the beginning and continues to highlight their impact on Oregon residents. AARP members sent more than 2 million emails and calls to Congress, and the SSA delayed the changes until April 14. However, delaying is not enough. AARP is pushing the Social Security Administration to reverse this decision, while calling on members of Congress — on both sides of the aisle — to speak up for older Americans everywhere. SSA's April 8 announcement that they are considering alternative means of identity verification for phone services is a good step, but more clarity is needed about how this will work for older Americans.

Importance of Social Security to Oregon Residents

Improving SSA customer service is crucial for AARP's millions of members, including the more than 917,000 Oregonians who count on Social Security to help cover their living expenses and pay their bills and the 40% of individuals in Oregon that rely on the program for at least half of their income.

Impact on Rural Areas and Working Individuals

The new verification requirements also create barriers for older Oregonians who might not be computer-savvy or who don’t have reliable internet access. Someone who is currently working and needs to file for benefits for the first time, or current Social Security recipients still working, would be forced to take a day off work to make these commutes just to fill out paperwork.

AARP Oregon State Director Bandana Shrestha, has criticized the changes, stating: “The new verification requirements create barriers for older adults, particularly those without reliable internet access or living in rural areas. If these changes are implemented as scheduled, older Americans in rural areas — including Oregon — may have to drive hours to access a Social Security office in person. Social Security recipients in Burns would need to drive more than 250 miles round-trip to an office in Ontario.”

Fraud Prevention

The changes proposed by the SSA could make it harder for Americans to receive their Social Security. Though their proposal is to end identity verification and banking services that have been provided over the phone in the name of fraud prevention, the SSA Inspector General has not raised any flags about phone fraud. There have been no scam warnings about rerouting deposits via phone over the last 5 years and no phone fraud mentioned in most recent report to Congress.

Older Americans Have Earned Their Social Security

AARP is pushing the SSA to reverse this decision and calling on Congress to support older Americans. “Social Security belongs to the people who earned it,” said Shrestha. “They should not have to deal with prolonged delays and red tape to get their money. We urge the SSA to improve customer service, ensure timely responses from trained representatives, and take a deliberate approach to any changes, seeking public input and allowing reasonable time for compliance.”