MW Social Security is tightening its antifraud measures. What will it cost beneficiaries?

By Alessandra Malito

The Social Security Administration announced this week it will implement stronger security measures as a way to circumvent fraud. Those changes, critics say, could make it more difficult for people to access their benefits.

The security measures, which will be completed over the next two weeks, will bolster identity proofing for benefit claims and direct-deposit changes.

"The updated measures will further safeguard Social Security records and benefits against fraudulent activity," the Social Security Administration said in its announcement.

There will be two ways claimants can go about identity verification once the change is implemented: online or in person, the agency said. Beneficiaries can use their "my Social Security" account to proceed with identity verification, or they can go to a field office and will have to call to make an appointment first, the SSA added. Individuals will be able to start the process on the phone, but the changes can't be complete until "the individual's identity is verified in person," it said.

The agency will also reduce the wait time for processing direct-deposit changes, from the typical 30 days it took to do direct-deposit changes online to just one business day, whether it is done online or in person. During the two-week period, which ends on March 31, the SSA will train employees for the new policy and monitor policy compliance, it said.

Read: Who can help me with my Social Security problem now that staff and services are being cut?

"For far too long, the agency has used antiquated methods for proving identity," Lee Dudek, acting commissioner of the Social Security Administration, said in a statement. "Social Security can better protect Americans while expediting service."

The Social Security Administration announced last month it would reduce staffing by about 12% from 57,000 to 50,000, but said in its announcement about security measures that nearly all employees are required to come back to the office five days a week, which will ensure "maximum staffing is available to support the stronger in-person identity proofing requirement."

The agency also announced earlier this year a number of cost-cutting measures, including spending for nonpublic facing real property, information technology and travel. It will also downsize its regional office structure. The cost-cutting measures are an effort by President Donald Trump and Tesla $(TSLA)$ Chief Executive Elon Musk, who oversees the so-called Department of Government Efficiency, to cut the size of the federal workforce. The two have also repeated unproven claims that SSA is paying benefits to tens of millions of dead people.

Read: Here's how many 'dead people' really collect Social Security

This is not the first time the SSA has made a move toward more online operations. After reports came out last week about the SSA eliminating phone service for direct-deposit account transactions, the agency put out a statement that it was "eliminating the risk of fraud associated with changing bank account information by telephone." Individuals could change their bank account information with the SSA by using two-factor authentication online or by visiting an office, according to the statement.

Moving so many key services to the internet could make it more difficult for some individuals to comply with the new requirements, such as the elderly, people with disabilities, those who may not have reliable internet connections or comfort using technology, or people for whom traveling to a Social Security office could be a hardship.

"The Social Security Administration's move to force people to visit offices in-person for services that they have sought by phone will result in more headaches and longer wait times to resolve routine customer service needs," Nancy LeaMond, chief advocacy and engagement officer at AARP, said in a statement. "Requiring rural Americans to go into an office can mean having to take a day off of work and drive for hours merely to fill out paperwork. The Social Security Administration needs to be able to figure out a solution for Americans everywhere to get help in a timely and efficient manner."

The average speed of answer at the Social Security's 800 number is currently 21 minutes, while the average wait time is around an hour and a half, according to the SSA. Almost three-quarters of calls are handled by callback, the SSA said, and the average callback time is 2 hours and 11 minutes.

"Intentionally constructing obstacles for the people who've earned these benefits (and who pay for SSA operations with every paycheck) betrays at the least an indifference - and more likely, an outright hostility - to the elderly, people with disabilities, their families and survivors who rely on Social Security," Max Richtman, president and chief executive officer of the National Committee to Preserve Social Security and Medicare, said in a statement.

-Alessandra Malito

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March 19, 2025 11:13 ET (15:13 GMT)

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