‘Trump and Musk are trying to create chaos’: DOGE wanted to ban retirees from applying for Social Security over the phone — and then flip-flopped. Here's where things stand today

What changes are being made to Social Security?

When President Donald Trump took office, he created the DOGE, led by Elon Musk. Throughout his campaign, Trump repeatedly pledged not to cut Social Security benefits.

DOGE's mission is to fight waste, fraud and abuse in government programs. Believing there is fraud within the Social Security system, DOGE introduced new anti-fraud measures, particularly targeting how people apply for benefits. They initially announced that applications for retirement or disability benefits could no longer be submitted by phone because it was difficult to verify callers’ identities. Instead, applicants would have to visit a Social Security office in person or use the My Social Security online portal, which provides better identity verification. This policy was scheduled to start on March 31.

However, because DOGE had already cut Social Security staff and closed field offices, the announcement triggered an outcry. Many were alarmed that older adults and disabled individuals would be forced to travel long distances or navigate a website, which not everyone can do.

The Center on Budget and Policy Priorities estimated that ending phone applications could result in an additional 75,000 to 85,000 weekly visits to SSA field offices — an unsustainable number, especially since 40% of benefit applications are currently completed by phone.

Representative John Larson, a Connecticut Democrat and ranking member of the House Ways and Means Social Security Subcommittee, warned: "By requiring seniors and disabled Americans to enroll online or in person at the same field offices they are trying to close, rather than over the phone, Trump and Musk are trying to create chaos and inefficiencies at SSA so they can privatize the system."

In response to the criticism, DOGE reversed its policy. It limited the phone ban to applications for retirement, survivor and family benefits, and delayed the start date to April 14. But the changes didn’t stop there. As concerns continued about long waits, understaffed offices, and the possibility of applicants going without benefits altogether, officials revised the policy once again.

The SSA clarified on the social media platform X that "telephone remains a viable option to the public," and officially announced: "Beginning April 14, 2025, SSA will allow individuals to complete all claim types via telephone, supported by new anti-fraud capabilities designed to protect beneficiaries and streamline the customer experience."

DOGE claims this solves the issue for most people, while still enabling the agency to reduce fraudulent claims.

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Why are some people critical of the changes?

When DOGE first announced the end to phone verification, numerous organizations raised concerns. The American Association of Retired Persons (AARP), in a letter dated April 7 to the Acting Commissioner of the Social Security Administration, cited website outages, long phone wait times, office closures and complaints from older adults. The organization asked for information on how the SSA planned to accommodate a likely flood of in-person visits.

The Center on Budget and Policy Priorities also reported that an abrupt end to phone service could cause serious disruption, especially as around six million seniors are 45-mile round trip or more away from a Social Security field office so they'd need to figure out how to navigate to the office or online, which they very often can't.

Although phone applications are still permitted, older adults and disabled individuals may face in-person visits if their identities are flagged for further verification. DOGE estimates that approximately 70,000 of the 4.5 million annual phone claims will be flagged — still a substantial number of people who may face challenges due to age, health or distance from service centers.

Additionally, DOGE has mandated that any changes to direct deposit information must be made in person or online — not over the phone.

With these changes now in effect, it remains to be seen whether they will reduce fraud without creating new barriers. The question now is whether eligible people will be able to navigate the system effectively, or if the feared chaos will come to pass.