The report, issued in response to a July inquiry from Sen. Elizabeth Warren (D-Mass.), examined how SSA calculates its call wait-time data.

Although Social Security benefits continued uninterrupted throughout the pandemic, customer service declined precipitously when the more than 1,200 field offices closed to the public in March 2020.

Auditors credited the improvements in the Social Security system to a new telephone customer service system, changes in staffing and better training.

Ongoing customer service issues at the Social Security Administration have finally gotten bad enough that U.S. lawmakers decided to do something about it — but it might be a while before you see any ...

Government agencies aren’t exactly known for their stellar customer service. People looking for help from the Social Security Administration (SSA), however, may have it particularly bad. Average call ...

The lack of full metrics make it difficult to assess any claims of service enhancements, analysts say The Social Security Administration says it has cut the time it takes to answer calls and reduced a ...

Social Security customer service crisis puts spotlight on the new Social Security commissioner. Social Security has struggled with customer service for years. Declining staffing and funding has seen ...

Despite the Social Security Administration ditching its plan to reduce its phone service, Long Island residents who use those benefits say they are still concerned about customer service. The Social ...

The Social Security Administration says it has cut the time it takes to answer calls and reduced a backlog of disability claims as part of its “efforts to improve customer service while handling ...