After Securing Commitment from Social Security Head, Warren Asks Agency Watchdog to Investigate Long Call Wait Times, Impact of Staffing Cuts
At Sen. Warren’s request, Bisignano agreed to independent audit of data collection, reporting during recent meeting
Washington, D.C. — After U.S. Senator Elizabeth Warren (D-Mass.) secured a commitment from Social Security Administration (SSA) Commissioner Frank Bisignano to fully cooperate with an Inspector General audit in their recent meeting, Senator Warren sent a letter formally requesting the SSA’s Inspector General investigate wait times for Social Security services, specifically whether those wait times have worsened in the last six months, how caller wait time data is collected, and whether the Trump administration is providing the public with accurate information about those wait times.
Since President Trump took office, his administration and Commissioner Bisignano have eliminated thousands of workers at the agency, closed regional offices, made the agency’s website less reliable, and implemented burdensome new requirements to access services.
As a result of these changes, phone wait times have skyrocketed. A June investigation conducted by Senator Warren’s office found that wait times averaged nearly an hour and 45 minutes, with maximum wait times exceeding three hours. The Joint Economic Committee Minority Staff’s review found a similar increase in busy rates on the SSA phone hotline. Nonetheless, Commissioner Bisignano’s SSA reported that wait times had dropped dramatically to under 20 minutes — a number fully incompatible with SSA’s own public data, the results of Senator Warren’s investigation, and other independent reporting.
“The challenges facing Social Security recipients are compounded by the evidently misleading information that SSA reports about wait times for basic services or the lack of any information at all,” wrote Senator Warren.
During Senator Warren’s July 23rd meeting with Commissioner Bisignano, he agreed that an independent Inspector General investigation was necessary, and committed to fully cooperate with the audit.
“Because of the critical importance of Social Security benefits for millions of Americans, I ask that you conduct this review and make your findings public as rapidly as possible,” concluded Senator Warren.
Senator Warren requested the investigation cover: the change in wait times since January 20, 2025; an explanation of how the agency calculates key metrics; and how staffing decisions, including reassigning and cutting staff, at the agency have impacted its ability to deliver services; and any other factors that may be impacting the agency’s ability to deliver services.
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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