Thousands of Americans Are Struggling with Long Waits and Disconnects at Social Security – Are You One of Them?

If you’ve tried calling the Social Security Administration (SSA) recently, you’re not alone in feeling frustrated. Long wait times, disconnections, and an overall lack of access to services have become a growing issue for millions of Americans trying to reach the agency.

Many people rely on Social Security benefits for their retirement, disability support, and more. But as call volumes surge, especially in the wake of the COVID-19 pandemic, it has become increasingly difficult for individuals to get the help they need when they need it most.

Why is it So Hard to Get Through?

There’s no single reason for the current chaos at the SSA call centers, but a few factors have combined to make things worse. First, the pandemic led to an explosion in demand for Social Security services. More people than ever are calling in to check the status of their benefits, ask about applications, or simply to make updates to their accounts.

On top of that, the SSA has been grappling with a significant staffing shortage. Many employees are still working remotely, and while the agency has made efforts to bring people back to the office, the transition has been slow. This means fewer staff are available to handle calls, which leads to long wait times. And when you do manage to get through, many callers report having their calls unexpectedly dropped, forcing them to start all over again.

How This Affects Social Security Recipients

For the millions of Americans who depend on Social Security, getting through to the SSA is crucial. These benefits make up a large portion of income for retirees, disabled workers, and survivors. So when people can’t get through to resolve issues like delayed payments or missed benefits, it creates unnecessary stress for those who already rely on these payments to make ends meet.

Take Jane Allen, for example, a 68-year-old retiree from North Carolina. She’s been trying to reach the SSA for weeks. “I call, wait on hold for over an hour, and then the call disconnects. It’s been a nightmare,” Jane says. “My benefits have been delayed, and I need answers.”

Jane’s story isn’t unique. Thousands of others are experiencing similar challenges, with wait times sometimes stretching well over an hour. And even after waiting, many are left hanging when their call is disconnected—forcing them to start the process all over again.

What is the SSA Doing About It?

The Social Security Administration is aware of the problem and is working on solutions. According to SSA Commissioner Kilolo Kijakazi, the agency is hiring more staff, upgrading its technology, and looking for ways to make it easier for people to access services online. But these changes are expected to take time, and many people are still left struggling to get through to a representative.

While the SSA is encouraging people to use online resources whenever possible, not everyone has easy access to the internet, and some older adults or those with limited digital skills still prefer calling. This leaves many without a viable option when trying to resolve important issues.

Another hurdle is the massive backlog in processing claims. As of last month, there were over 1 million disability claims and more than 200,000 appeals still waiting to be processed, adding to the pressure on SSA customer service.

What You Can Do While You Wait

If you’re struggling to reach the SSA, here are a few tips to make the process a bit easier:

1. Try calling during off-peak hours, like early in the morning or late in the afternoon, when wait times might be shorter.

2. Use the online portal whenever possible. While it’s not ideal for everyone, it can help you avoid long waits on the phone.

3. Be patient. Unfortunately, it may take time for the SSA to address the backlog and improve service.

The issues with the SSA are far from being solved, but with some perseverance, you may still be able to get the help you need. Experts are hopeful that with the ongoing improvements, things will get better in the months ahead—but for now, the wait continues.