DES MOINES — The Social Security Administration is standing down on implementing a plan which would have dramatically affected how recipients can access critical benefits and receive information they need.
AARP Iowa has been pushing back on the plan, reminding lawmakers in Congress that thousands of Iowans rely on Social Security and need to be able to access their benefits and receive timely customer service.
Michael Wagler, AARP Iowa state director, said his organization is working to make sure older Iowans continue to get the information they need. He said while it is good news the agency has stopped the proposed changes, doing so adds to the uncertainty around restructuring plans including staff reductions, office closures and other changes.
“There was already a crisis of customer service happening related to long hold times, and low staffing, delayed call back systems, confused announcements offices closing different things that are happening at a pace we just can’t prepare for,” Wagler explained.
The latest data show more than 687,000 Iowans receive a total of $1.2 billion a year in Social Security benefits.
Beyond the logistic challenges, Wagler pointed out uncertainty and confusion also create opportunities for criminals.
“We are also concerned that the change to phone services and other changes that are also happening on a daily basis will lead to scammers using the confusion that the agency has created around this rollout to exploit and prey on Iowans,” Wagler noted. “While this announcement’s aim was the idea that it was to combat fraud, we are also concerned that this will have the opposite effect.”
AARP said its members have sent more than 1 million emails and calls to Congress in recent weeks to push back on the proposed changes and their negative effects on customer service for the 69 million older Americans who rely on Social Security.
