The Social Security Administration (SSA) is not ending phone services. However, to prevent fraud, beneficiaries can no longer change their bank account information over the phone. This change addresses the fact that 40% of direct deposit fraud comes from phone-based changes. Instead, updates must be made through SSA’s “my Social Security” account with two-factor authentication or in-person at a local office. All other phone services remain available.
Full release:
Recent reports in the media that Social Security plans to eliminate telephone services are inaccurate. SSA is increasing its protection for America’s seniors and other beneficiaries by eliminating the risk of fraud associated with changing bank account information by telephone.
SSA continuously investigates and analyzes potential threats to strengthen and secure our programs and protect people who receive benefits. Approximately 40 percent of Social Security direct deposit fraud is associated with someone calling SSA to change direct deposit bank information. SSA’s current protocol of simply asking identifying questions by telephone is no longer enough to prevent fraud.
If someone needs to change their bank account information on SSA’s record, they will need to either:
- Use two-factor authentication with SSA’s “my Social Security” service; or
- Visit a local Social Security office to prove their identity.
These methods align with most major banks.
All other SSA telephone services remain unchanged.
