Tired of waiting on hold for Social Security? Here’s what’s really going on
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If you’ve called the Social Security Administration lately and felt like you were stuck on hold forever, you’re not alone.
Many people are noticing longer wait times—and less information about what to expect.
Until recently, the SSA provided detailed, real-time data on phone queues and application processing times.
That information has quietly disappeared, replaced by a single number: an “average speed of answer” that doesn’t reflect the full picture.
The result? Confusion, frustration, and growing concern about how long help really takes.
For years, the SSA maintained a real-time dashboard tracking 34 performance metrics—things like the time to reach a person on the phone, number of people waiting, and processing times for retirement, survivor, and Medicare benefits.
That data showed applicants how long they might wait, and provided a public accountability measure.
But on June 6, the dashboard was removed due to “maintenance,” and when it returned on June 16, all but one number had vanished.
Now, all users see is the so-called “average speed of answer”—a figure of 19.2 minutes—which deliberately excludes callback wait times, and provides no context about callers who never reached anyone.
Investigations from the media and lawmakers revealed far longer delays.
USA TODAY journalists repeatedly called the SSA 1‑800 line, finding consistent waits over an hour, with some calls disconnecting before assistance was provided.
Sen. Elizabeth Warren’s team conducted a week-long experiment (June 12–20), calling every hour, and concluded that more than 50% of calls never reached a person, while answered calls averaged 102 minutes—some lasting over three hours.
In her June 25 letter, Warren said the results were “deeply troubling,” and challenged SSA Commissioner Frank Bisignano’s message that service was improving.
At a congressional hearing on June 25, Commissioner Bisignano told lawmakers three out of four callers use the callback feature, rather than staying on hold.
He defended the removal of detailed stats, stating, “If you show that you got an hour and a half wait time, people are going to be discouraged and not call.”
California Rep. Judy Chu pressed him to restore the data, asking, “How can you know how ... SSA is doing … unless you have these metrics?” Bisignano did not directly respond before time expired.
The SSA now faces critical strain.
Staffing hit a ten-year low by January 2017, and as Baby Boomers retired, new applicants surged.
Then, in February, the agency announced plans to cut 7,000 of its 57,000 staff—over 10% of its workforce—and at least 3,000 employees accepted buyouts.
Amid those cuts, average wait times swelled to 90 minutes by early May, and archived site screenshots from May 22 show hold times of 1 hour 46 minutes, plus comparable callback delays—data that’s now hidden.
Critics say removing the metrics conceals worsening service.
Nancy Altman, president of Social Security Works, called the change an “apples to oranges” comparison that masks regional and categorical differences.
“It would defy logic for it to get easier given how they’ve hollowed out the agency,” she warned.
Without detailed figures, Americans can't gauge whether their delays are normal or extraordinary.
This isn’t just a data problem—it affects real lives.
Jen Burdick, supervising attorney at Community Legal Services of Philadelphia, said her team calls the SSA dozens of times daily, only to be hit with system outages, phone disconnects, chatbots, and long waits.
“When we do get ... in the queue, wait times seem up from last year—sometimes more than an hour,” she reports.
Even when calls connect, her team says SSA staff frequently lack enough training to resolve issues efficiently—leaving clients in limbo.
Social Security supports over half of America’s seniors.
When help is delayed—or hidden—it can delay retirement, delay medical payments, or disrupt daily life.
Warren stressed in her letter: “Service disruptions and barriers make it harder for beneficiaries to receive their Social Security benefits—payments which are the primary source of income for more than half of America’s seniors.”
She also accused Bisignano of misleading the public, calling it unacceptable to mask service decline with vague metrics.
As Social Security continues to serve millions of Americans, access to timely, transparent support is more important than ever.
While website tools and callback options may offer some relief, many still face long delays and unanswered questions.
Staying informed, sharing experiences, and holding the system accountable can help push for the improvements seniors and families truly need.
Read next: Good news for Social Security recipients: A change is coming that could speed things up
Have you tried contacting Social Security recently? Tell us your experience: How long did you wait, and did you get help? Are you using online services—or at your wits' end trying to reach someone? Share tips or concerns below to help others navigate the system.
Many people are noticing longer wait times—and less information about what to expect.
Until recently, the SSA provided detailed, real-time data on phone queues and application processing times.
That information has quietly disappeared, replaced by a single number: an “average speed of answer” that doesn’t reflect the full picture.
The result? Confusion, frustration, and growing concern about how long help really takes.
Long wait times and limited data leave many Americans frustrated when trying to reach Social Security for help. Image Source: YouTube / CBS Mornings.
Essential details that have disappeared
For years, the SSA maintained a real-time dashboard tracking 34 performance metrics—things like the time to reach a person on the phone, number of people waiting, and processing times for retirement, survivor, and Medicare benefits.
That data showed applicants how long they might wait, and provided a public accountability measure.
But on June 6, the dashboard was removed due to “maintenance,” and when it returned on June 16, all but one number had vanished.
Now, all users see is the so-called “average speed of answer”—a figure of 19.2 minutes—which deliberately excludes callback wait times, and provides no context about callers who never reached anyone.
Also read: Your June 2025 Social Security check: When it's coming and how to plan ahead
Testing exposes the reality
Investigations from the media and lawmakers revealed far longer delays.
USA TODAY journalists repeatedly called the SSA 1‑800 line, finding consistent waits over an hour, with some calls disconnecting before assistance was provided.
Sen. Elizabeth Warren’s team conducted a week-long experiment (June 12–20), calling every hour, and concluded that more than 50% of calls never reached a person, while answered calls averaged 102 minutes—some lasting over three hours.
In her June 25 letter, Warren said the results were “deeply troubling,” and challenged SSA Commissioner Frank Bisignano’s message that service was improving.
Also read: New Social Security feature could save you time—but there’s a catch
Accountability questioned
At a congressional hearing on June 25, Commissioner Bisignano told lawmakers three out of four callers use the callback feature, rather than staying on hold.
He defended the removal of detailed stats, stating, “If you show that you got an hour and a half wait time, people are going to be discouraged and not call.”
California Rep. Judy Chu pressed him to restore the data, asking, “How can you know how ... SSA is doing … unless you have these metrics?” Bisignano did not directly respond before time expired.
Also read: A missed Social Security check can change everything—here’s how to protect yourself
Staffing cuts amid rising demand
The SSA now faces critical strain.
Staffing hit a ten-year low by January 2017, and as Baby Boomers retired, new applicants surged.
Then, in February, the agency announced plans to cut 7,000 of its 57,000 staff—over 10% of its workforce—and at least 3,000 employees accepted buyouts.
Amid those cuts, average wait times swelled to 90 minutes by early May, and archived site screenshots from May 22 show hold times of 1 hour 46 minutes, plus comparable callback delays—data that’s now hidden.
Direct accountability for hidden data
Critics say removing the metrics conceals worsening service.
Nancy Altman, president of Social Security Works, called the change an “apples to oranges” comparison that masks regional and categorical differences.
“It would defy logic for it to get easier given how they’ve hollowed out the agency,” she warned.
Without detailed figures, Americans can't gauge whether their delays are normal or extraordinary.
Also read: Social Security sends “emergency message”: Key details explained
The human impact
This isn’t just a data problem—it affects real lives.
Jen Burdick, supervising attorney at Community Legal Services of Philadelphia, said her team calls the SSA dozens of times daily, only to be hit with system outages, phone disconnects, chatbots, and long waits.
“When we do get ... in the queue, wait times seem up from last year—sometimes more than an hour,” she reports.
Even when calls connect, her team says SSA staff frequently lack enough training to resolve issues efficiently—leaving clients in limbo.
An average caller may spend over an hour on hold when trying to reach the Social Security Administration’s 1-800 number. Image Source: Pexels / Photo By: Kaboompics.com.
Also read: Seniors in these states could see big Social Security cuts—are you affected?
Why this matters
Social Security supports over half of America’s seniors.
When help is delayed—or hidden—it can delay retirement, delay medical payments, or disrupt daily life.
Warren stressed in her letter: “Service disruptions and barriers make it harder for beneficiaries to receive their Social Security benefits—payments which are the primary source of income for more than half of America’s seniors.”
She also accused Bisignano of misleading the public, calling it unacceptable to mask service decline with vague metrics.
What you can do right now
- Use SSA.gov to check benefits, apply, or get information without calling.
- Call early or late, and avoid Mondays or start-of-month surges.
- Use the callback feature, but know wait times may still be long.
- Keep a detailed call log, including date, time, and rep name.
- Contact your member of Congress—their office may help expedite your case.
As Social Security continues to serve millions of Americans, access to timely, transparent support is more important than ever.
While website tools and callback options may offer some relief, many still face long delays and unanswered questions.
Staying informed, sharing experiences, and holding the system accountable can help push for the improvements seniors and families truly need.
Read next: Good news for Social Security recipients: A change is coming that could speed things up
Have you tried contacting Social Security recently? Tell us your experience: How long did you wait, and did you get help? Are you using online services—or at your wits' end trying to reach someone? Share tips or concerns below to help others navigate the system.
