Millions of Americans who depend on Social Security experienced delays in receiving benefits in 2025, according to a report published by The Washington Post, which cited internal agency documents and interviews describing mounting operational strain.
The Social Security Administration (SSA) forcefully rejected those claims. In a statement to Newsweek, an SSA spokesperson said the report was inaccurate and misleading, arguing that independent oversight has shown measurable improvements in customer service driven by technology upgrades and staffing decisions. The agency said it is serving more people faster than in previous years and dismissed the report as politically motivated.
Why It Matters
Nearly 75 million Americans rely on Social Security for retirement, survivor, and disability benefits, according to an SSA report released in November. For many recipients, the program is a primary source of income.
Although Social Security remains widely supported by the public, questions about its long-term sustainability persist. Since President Donald Trump returned to office in January, the program has also undergone operational changes, including workforce reductions linked to the unofficial Department of Government Efficiency (DOGE).
What to Know
The Washington Post report raised concerns about service delays and staffing shortages, pointing to federal workforce cuts that included thousands of SSA employees. According to the report, those reductions contributed to difficulties in managing millions of cases across processing centers and field offices.
The SSA disputed that characterization, saying the figures cited conflate routine transactions with true backlogs. Agency officials said that many “transactions” referenced in the report are standard claims already being processed and do not require additional action. The SSA maintains that there are about 1.9 million pending field office claims, a figure it says is being steadily reduced.
Union representatives, however, warned that pressure on frontline workers is growing. John Pfannenstein, a claims specialist and president of Local 3937 of the American Federation of Government Employees, said signs of strain are becoming increasingly visible across the agency.
SSA Commissioner Frank Bisignano told the Post that the administration plans to expand its “digital-first” strategy, rolling out new service features across online, phone, and in-person channels to better serve the more than 330 million Americans with Social Security numbers.
The report also highlighted concerns about customer service metrics, noting that millions of callers who requested callbacks were recorded as having zero-minute wait times. Staffing shortages have reportedly affected other services as well, including Medicare enrollment and certain disability claims that require extensive review.
An inspector general report released this month found that the agency’s overall telephone service performance improved in fiscal year 2025, offering some support to the SSA’s position.
What People Are Saying
An SSA spokesperson told Newsweek that progress has been documented in official communications to Congress, including an End of Year letter available at [ssa.gov]. According to the agency, pending actions in processing centers dropped by more than one million—nearly 20 percent—by the end of the fiscal year. The spokesperson added that there are now 850,000 fewer pending actions than at the same point last year, which the agency says reflects continued improvement.
Meanwhile, labor leaders have voiced sharper warnings. In April, Rich Couture, president of the American Federation of Government Employees’ SSA committee, told The Guardian that ongoing staffing losses could lead to severe service disruptions, longer wait times, and increased pressure to privatize parts of the system.
What Happens Next
As demand for Social Security services continues to grow, lawmakers face mounting pressure to ensure the program remains solvent and functional in the decades ahead. Whether recent reforms will stabilize operations—or deepen concerns about access and reliability—remains a central issue in Washington’s ongoing debate over the future of Social Security.
