ORLANDO, Fla. – On Monday, a 63-year-old woman from Orlando called News 6 for help as she has tried for over 10 days to get in contact with anyone from Social Security.
She said she waited over two hours each day to get connected with someone before giving up.
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Meanwhile, she said her other solution was going to her nearest Social Security office, but she said she was turned away and told she needed an appointment in order to go inside.
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She is not alone — a News 6 investigation in December 2024 revealed a significant customer service crisis with the Social Security Administration. The Social Security Administration told News 6 that the office has been chronically underfunded, and staffing was continually declining.
Meanwhile, earlier this month Elon Musk’s Department of Government Efficiency as part of the Trump administration announced it is set to close dozens of Social Security Administration offices across the country.
In Florida, the office in Melbourne off 4740 Dairy Road will close on May 16.
To add on, another plan by DOGE is also in place to lay off thousands of workers that work for Social Security. The offices are closing despite a new change that requires those who are applying for benefit claims or making direct deposit changes to do it either through the online portal or in person — rather through phone.
This requirement was made to prevent fraud and abuse, according to the administration, and will go into effect March 31. However, critics said this change will impact vulnerable Americans, such as those who do not have access to the internet or live in a rural area, far away from a Social Security Office.
Is this a lot of information to throw at once? Well, News 6 created a guide to help!
Here are three ways to get help in navigating Social Security office closures or changes:
- Create a ‘my Social Security’ account through the government’s website.
This is a free and secured way to have all of your information in one place in relation to Social Security benefits, according to its website. When we reached out to the Social Security Administration, we asked for a guide on the BEST way to reach out to them. A spokesperson provided the following information:
For most Social Security services, people may not need to visit an office. They can save a trip and complete tasks online.
It is possible to make many changes and requests online. For example, people can:
Some tasks start online and need to be finished in an office but starting online saves time.
The Social Security Administration FAQ page has also answered over 200 questions.
Here are a couple of examples from its website:
What is the maximum Social Security retirement benefit payable?
The maximum benefit depends on the age you retire. For example, if you retire at full retirement age in 2025, your maximum benefit would be $4,018. However, if you retire at age 62 in 2025, your maximum benefit would be $2,831. If you retire at age 70 in 2025, your maximum benefit would be $5,108.
If I am arrested while on parole or probation, will my benefits stop?
If you get Social Security retirement, survivors or disability benefits, we will not stop your benefits until a court or parole board cancels your parole or probation, and confines you in a correctional institution for more than 30 consecutive days.
If you get Supplemental Security Income, we will stop your benefits beginning with the first month you are in a correctional institution.
How do I report a missing payment?
If you do not receive your electronic payment on the scheduled pay date, please contact your bank or financial institution first. They may be experiencing a delay in posting your payment. If you still need to report a late, missing, or stolen Social Security payment, call us toll-free at 1-800-772-1213 (TTY 1-800-325-0778) or contact your local Social Security office. We will review the case and if the payment is due, we will replace it.
- Call the National 800 Number to get connected with your local office to book an appointment. (1-800-772-1213)
According to its website, people are able to call this line to get assistance from Monday through Friday from 8 a.m. till 7 p.m.
News 6′s Lisa Bell tried to get in contact with someone from the office on Tuesday afternoon and was also told she had to wait more than two hours in order to speak with a live agent.
However, a spokesperson for the Social Security Administration said that there is a call-back feature. The administration’s website also shows how long the wait time is to get connected with a live agent.
- Check TRUSTED online resource guides for those nearing retirement or already retired.
For Americans preparing for retirement, SeniorLiving.org offers tools and guidance on housing, health, technology, safety, retirement, estate planning, and more. Information can be found at SeniorLiving.org or by calling (855) 241-1699.
To add on, Florida itself has a Department of Elder Affairs — which can be a guide or connection to available resources across the state or to help answer questions. This organization can be reached by calling (1-800-963-5337)