The Social Security Office located in Alhambra, California, and captured by Reuters photographer Mario Anzuoni, is about to see more visitors as the Social Security Administration steps up efforts to tackle identity fraud. To enhance security, the Administration announced on Tuesday that it would require more individuals to verify their identity in person when filing new benefit claims or altering direct deposit details.
Over the next two weeks, strengthened identity verification procedures will be rolled out by the agency. Anyone unable to use the online My Social Security account to verify their identity will now have to visit a local office. Simultaneously, the Social Security Administration promises to speed up processing times for direct deposit change requests—bringing it down from the usual 30 days to just one business day.
This move is in response to ongoing fraud concerns, which have long been highlighted by the agency. Lee Dudek, the Social Security Administration’s acting commissioner, noted the tragic consequences he has seen in field offices, where victims are often left distressed. “People rely on these funds as their main income source,” Dudek stated, describing the devastating impact when fraudsters steal personal information to reroute benefits.
According to Dudek, the agency faces annual losses exceeding $100 million due to these fraudulent activities. Between January 2013 and May 2018, fraudsters managed to redirect $33.5 million intended for 20,878 beneficiaries by tampering with direct deposit details. However, during this same period, about $23.9 million in unauthorized changes were intercepted and corrected, benefiting 19,662 individuals.
In an effort to enhance security, the agency plans to shift away from using easily accessible personal information, like maiden names or previous addresses, for identity verification. With so much data now publicly available due to various breaches, these measures are no longer deemed secure, according to Dudek. Instead, a focus on digital identity proofing—online and in-person—will commence starting March 31, following a brief training phase for staff.
For those looking to initiate claims over the phone, the option is available, but an in-person visit for identity verification will still be necessary. The agency advises scheduling appointments to handle the entire process efficiently in one visit. Changes that require direct office interaction are expected to increase in-person foot traffic by an estimated 75,000 to 85,000 weekly, as stated in a memo.
However, this transition comes at a challenging time. An unofficial entity within the Trump administration, the Department of Government Efficiency, intends to close about 47 out of the 1,230 Social Security offices nationwide. The SSA’s 800 number is already notorious for long delays, leaving AARP, an organization representing older Americans, urging the Administration to reconsider its decision. Nancy LeaMond, AARP’s Chief Advocacy and Engagement Officer, voiced concerns over the “headaches and longer wait times” that these changes might trigger, viewing the plan’s rapid implementation as impractical.
LeaMond emphasized the necessity for transparency and suggested consulting with affected individuals to prevent financial hardship. Advocacy groups echo concerns that specific demographics, especially older, disabled, or rural residents, may face difficulties accessing required in-person services.
On Tuesday, acting commissioner Dudek expressed willingness to collaborate with advocates and enhance service delivery, stating, “If any changes negatively affect our citizens, we’ll act to improve those services.”
