1. United States
2. Tenn.
3. Letter

I am one of your constituents, and I am calling on you to reverse the proposed changes at Social Security that will cut certain phone services very soon. With almost no notice, and no public input, Social Security has decided to implement a new policy that will force older Americans to drive to a Social Security office to complete simple paperwork they have previously been able to do over the phone. This change will force many Americans – especially those in rural areas, with mobility challenges, or without internet access – to call Social Security, wait on hold for hours to make an appointment, or take time off work simply to access their hard-earned Social Security. This is completely unacceptable. Moreover, I am deeply concerned that this chaotic rollout could invite criminals to exploit confusion around identity verification. Ironically, while the agency claims these changes are meant to combat fraud, they may do the opposite. Hastily introducing new, unfamiliar technology and verification steps, without any real public education campaign, will create the perfect environment for criminals to deceive and defraud Americans. This latest change also comes at a time when the SSA is already struggling with a customer service crisis: long hold times, low staffing, delayed callback systems, and confusing announcements about possible office closures. I’m urging you to use your power to reverse this change that will undoubtedly create more confusion for older Americans. We earn Social Security throughout a lifetime of hard work — that money is ours and we deserve proper customer service. Thank you for your attention to this urgent matter.