Correcting the Record About Direct Deposit and Telephone Services

Recent reports in the media that Social Security plans to eliminate telephone services are inaccurate. SSA is increasing its protection for America’s seniors and other beneficiaries by eliminating the risk of fraud associated with changing bank account information by telephone.
SSA continuously investigates and analyzes potential threats to strengthen and secure our programs and protect people who receive benefits. Approximately 40 percent of Social Security direct deposit fraud is associated with someone calling SSA to change direct deposit bank information. SSA’s current protocol of simply asking identifying questions by telephone is no longer enough to prevent fraud.
If someone needs to change their bank account information on SSA’s record, they will need to either:

• Use two-factor authentication with SSA’s “my Social Security” service; or
• Visit a local Social Security office to prove their identity.

These methods align with most major banks.
All other SSA telephone services remain unchanged.