A new report from Senator Elizabeth Warren and other Democratic senators reveals that cuts to the Social Security Administration (SSA) have created 'customer service chaos' for millions of older Americans and individuals with disabilities who depend on the agency's services. The investigation found that phone wait times were more than ten times higher than what the SSA claims on its website, if calls were answered at all.
Massive Layoffs Lead to Service Disruptions
The longer wait times follow the Trump administration's decision to lay off over 7,000 SSA employees. The report describes the impact as 'catastrophic,' with increased wait times for phone services and in-person appointments at field offices. Some rural field offices have reportedly been left with such limited capacity that they are effectively closed, unable to provide essential in-person services.
Social Security War Room
The report updates the first year of the 'Social Security War Room,' created by Warren and other Senate Finance Committee members, including Ron Wyden, Mark Kelly, and Raphael Warnock, to counter the Trump administration's efforts to undermine Social Security. The senators also fact-checked claims by Elon Musk, head of Doge, who alleged fraud and abuse within the SSA, including false assertions that dead people and undocumented immigrants were receiving benefits. The SSA found only two cases of fraud out of 110,000 new claims made over the phone.
'Since Day One, Donald Trump's attacks on Social Security have made it harder for Americans to get their benefits,' Warren said in a statement. 'We launched our Social Security War Room a year ago to fight back and stop Trump's damage, and that's exactly what we've done.'
Criticism of Leadership
The report criticizes SSA leadership for pushing misleading data, mismanaging the staffing crisis, and proposing service cuts. It notes that Doge was 'busy pilfering SSA beneficiaries' sensitive and personal information,' citing ongoing investigations. In October, Trump appointed investment banker Frank Bisignano as SSA head, who admitted he had to Google the position when offered. Bisignano proposed limiting disability benefits and raising the retirement age but scrapped the plan after backlash.
'Commissioner Bisignano's disastrous leadership continues to put Americans' benefits at risk,' the report concludes. 'He is haphazardly shifting employees and limiting field office services to cover over the administration's catastrophic staff cuts.'
Response from Officials
An SSA spokesperson rejected Warren's claims, citing an inspector general report and stating that 'the baseless claims made by Senator Warren ... only serve the purpose of scaring America's seniors.' White House spokesperson Liz Huston claimed President Trump has 'fought and delivered for America's seniors more than any of his predecessors,' citing a temporary tax deduction on benefits, but did not address the allegations about misinformation and cuts.
