FACT CHECK: Social Security War Room Debunks Latest Social Security Administration Lies
Social Security leadership touts false “milestones” while beneficiaries struggle with long wait times, tech glitches
Washington, D.C. – U.S. Senator Elizabeth Warren (D-Mass.), part of Senate Democrats’ Social Security War Room, debunked misleading claims that Donald Trump’s Social Security Administration (SSA) touted in a recent press release.
“Donald Trump’s Social Security Administration is a customer service disaster. Commissioner Bisignano should stop rewriting history and focus on making it easier for Americans to get help with their monthly checks,” said Senator Warren.
The SSA claimed it “achieved key milestones” in a so-called “customer service transformation.” In reality, beneficiaries have struggled with hours-long wait times, online glitches, and persistent threats of mass staff firings and field office closures.
SSA CLAIM #1: “Complet[ed] over 3.1 million payments to all who were entitled under the Social Security Fairness Act (SSFA) five months ahead of schedule.”
FACT: Reporting revealed that SSA forced employees to stop working on critical issues including overpayment reconsideration, updating direct deposit information, checking on monthly payment rates, and Medicare billing related issues in order to complete SSFA payments. Employees warned that thousands of Americans could see delays or even stopped checks as a result of the backlog.
SSA CLAIM #2: “Continuing to upgrade SSA’s telephone technology nationwide, deploying the platform to 841 field offices, representing 70 percent of field offices nationwide.”
FACT: SSA’s new phone system has created new challenges for Americans trying to get help. Beneficiaries have reported AI doom loops and glitches that have prevented them from getting help.
SSA CLAIM #3: “Reducing the average speed of answer (ASA) on the 800 Number to 13 minutes, a 35 percent reduction compared to this time last year and over a 50 percent reduction compared to last year’s annual average.”
FACT: A recent Social Security War Room investigation revealed that SSA’s public claims about wait times are false — the actual average wait time on the 800 number is 102 minutes, nearly eight times higher than SSA’s claims. SSA’s claim that call times are just 13 minutes is even inconsistent with its own data, which shows that just 7.6 % of callers wait less than 15 minutes, and over half of callers wait more than two hours—if their call gets answered at all.
SSA CLAIM #4: “Optimizing technology on the 800 Number so that 90 percent of calls handled are now served via automated self-service options or convenient callbacks, minimizing hold times.”
FACT: SSA’s own data shows only 40.7% of calls are currently handled through automation — not 90%.
SSA CLAIM #5: “Upgrading the mySocial Security online portal to provide uninterrupted, 24/7 access to customers starting mid-July.”
FACT: This “upgrade” comes after months of intermittent service blackouts — including glitches that told millions of beneficiaries that they were no longer receiving benefits.
Senate Dems’ Social Security War Room is a coordinated effort to fight back against the Trump administration’s attack on Americans’ Social Security. The War Room coordinates messaging across the Senate Democratic Caucus and external stakeholders; encourages grassroots engagement by providing opportunities for Americans to share what Social Security means to them; and educates Senate staff, the American public, and stakeholders about Republicans’ agenda and their continued cuts to Americans’ Social Security services and benefits.
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