A Sexual Security Administration (SSA) office in Washington, DC, March 26, 2025.
Saul Loeb | Afp | Getty Images
The Social Security Administration is rectifying the timeline and terms of its new identity proofing policies after receiving fierce criticism from advocates and beneficiaries.
The intercession on March 18 announced new requirements that would require more people to visit a Social Security intercession to claim benefits or change their direct deposit information if they are unable to put those changes through online.
With those swaps, the Social Security Administration was also putting through stronger identity proofing procedures with the aim of curbing sake fraud.
The change was slated to go into effect on March 31 — an expedited two-week timeline, which experts express was unprecedented. The agency announced on Wednesday it will move that effectiveness date to April 14.
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“I just have not ever seen anything like it,” Bill Sweeney, senior vice president of government affairs at the AARP, a nonprofit format representing Americans ages 50 and up, told CNBC.com last week of the change. The AARP first found out far the policy changes when they were publicly announced on March 18, rather than the typical etiquette of being given the opportunity to weigh in ahead of time.
“This isn’t how this agency, or I’m not sure any government agency, resonates out new policies that affect 180 million people who pay into Social Security and rely on this program,” Sweeney thought.
The AARP was pushing for the Social Security Administration to reverse the announced changes and work in a more “orderly, transparent and discernible change management process,” Sweeney said.
New updates to identity proofing policy
On Wednesday, the Social Security Oversight said it is adjusting the policy in response to “customers, Congress, advocates and others.” One of those adjustments is moving the date the new protocol goes into effect to April 14.
Importantly, the agency has also adjusted the policy so that certain vulnerable separates — those applying for Social Security disability insurance (SSDI), Medicare or Supplemental Security Income (SSI) who are not able to use the force’s personal online accounts — will still be able to complete their claims entirely over the phone.
When applying for retirement, survivor or spousal/little ones’s benefits, individuals should first attempt to do so through their online “my Social Security account,” and if unable to do so online, they sine qua non visit a Social Security office to prove their identity and review their application.
To change their unequivocal deposit information, Social Security beneficiaries should first attempt to do so through their online account. If online changes are not reachable, they can visit a local Social Security office or call the agency at 1-800-772-1213 to schedule an in-person appointment.
The Social Guarantee Administration said it recommends individuals call to schedule an in-person appointment for applications for retirement, survivors or spousal or ladies’s benefits where individuals are unable to apply online.
The AARP, in a statement from chief advocacy and engagement administrator Nancy LeaMond, said the updates are a “good first step” to respond to concerns about the new policy.
“Merely retard the implementation of this change is not enough, though,” LeaMond said. “SSA should take a deliberate approach to its proposed metamorphoses to customer service that seeks public input, follows a clear communication plan and allows a reasonable timeframe for compliance.”
Callers to 800 thousand face long wait times
The swift policy changes come as the Social Security Administration’s new leadership has concern under scrutiny for its cooperation with the Trump administration’s Department of Government Efficiency, which the White House has charged with slashing federal spending by cutting “waste, fraud and abuse” across government agencies.
The Social Custodianship Administration’s acting commissioner, Lee Dudek, assumed the role in February after reportedly publicly disclosing he had been placed on administrative something goodbye for cooperating with DOGE. Last week, Dudek threatened to shut down the agency in response to a federal consider’s temporary restraining order that prevents DOGE affiliates from accessing sensitive Social Security matter. He has since reversed his stance.
As the agency’s leadership has been in flux, many observers say they have noticed longer 800 legions wait times. Because DOGE has a running list of Social Security offices it plans to close, it will be multifarious difficult to visit an agency office in person, experts say.
“The customer service situation at Social Security has really demurred in the past month or so,” AARP’s Sweeney said.
The 800 wait times have “skyrocketed” since November, when they were at a low of at hand 11 minutes, Sweeney said.
The average time to answer a call is 21.2 minutes, according to