Social Security: Customer service issues so bad, Congress is getting involved

The Social Security Administration really struggled to keep up with customer service once the pandemic hit, and it’s only gotten worse.

social security administration field office

It’s become so bad that Congress is stepping in to rectify ongoing issues.

While this is good news, it may be some time before changes are seen.


A meeting was held on May 19, 2022 to help figure out how to fix the persisting issues.

The biggest issue is long wait times on the telephone.

While the issues got worse during the pandemic, they existed long beforehand.


Why are there so many issues with the Social Security Administration?

The budget for the Social Security Administration has not kept up with inflation.

Because of this, the budget has fallen 14%.

Staffing is down 13%.


Social Security: How do I get the maximum benefit?

67 offices were closed, hours were cut at remaining offices, and technology and phone systems have not been upgraded.

Seniors in need receiving poor customer service can be harmful when they depend so heavily on the SSA.

Between 2008 and 2009, according to Go Banking Rates, over 109,000 disability applicants died while awaiting their appeals.


Here are a few things you can do to help receive timely customer service

  • Check the Social Security website before calling to see if you can find the help you need there
  • Don’t call while it’s busy, which is Jan., Feb., and March, Mondays and Tuesdays, and early in the day
  • Schedule an appointment ahead of time instead of showing up and waiting