Congressman Frank Pallone, Jr. (D-N.J. 6th) joined more than 60 House Democrats in urging the Social Security Administration (SSA) to maintain its critical phone services after reports that the agency was considering eliminating telephone services.
In a letter to Acting Commissioner Leland Dudek, Pallone and his colleagues raised concerns that eliminating or reducing phone-based assistance would harm millions of Americans, especially older adults and individuals with disabilities, who rely on this essential service to manage their benefits and navigate the complexities of the Social Security system.
“We write to express our grave concerns about recent reports that the Social Security Administration (SSA) was considering eliminating telephone services. Millions of Americans, especially older adults and individuals with disabilities, rely on this essential service to manage their benefits and navigate the complexities of the Social Security system,” Pallone and the members wrote.
The lawmakers noted that the SSA receives millions of phone calls each year, with nearly 80 million calls placed to its 1-800 number in fiscal year 2024 alone. Phone-based claims account for about 40% of all claims processed. They emphasized that for many beneficiaries, online services are simply not an option due to technological limitations, lack of internet access, or cognitive and physical impairments.
The letter also highlighted that over 7 million seniors receive at least 90% of their income from Social Security, and delays in receiving benefits could leave them unable to afford basic necessities like food and housing. SSA’s ongoing backlog and increased wait times due to staffing shortages were also cited as reasons why maintaining phone services is critical.
“Requiring beneficiaries to seek assistance exclusively online, through artificial intelligence, or in person at SSA field offices would create additional barriers, particularly for those who live far from an office. This change would disrupt services for 73 million Americans—especially seniors and people with disabilities who depend on the toll-free number for help with claims processing, direct-deposit transactions, updating personal information, or simply getting answers to questions,” Pallone’s letter states.
