All new and current account holders to Social Security’s online portal, my Social Security, will now be required to have a text-enabled cell phone to access their account online. The Social Security Administration says:
“People will not be able to access their personal my Social Security account if they do not have a cell phone or do not wish to provide the cell phone number. We understand the inconvenience the text message solution may cause for some of our customers. We recognize that not every my Social Security account holder may have a cell phone, have consistent cell service in a rural area, or be able to receive a text message.”
In fact, a Pew Research Center report shows a small minority of adults ages 65 and older own smartphones.
“Overall, older Americans are less likely to be online, have broadband at home or own a mobile device. The same applies to smartphones: Only a quarter (27%) of adults ages 65 and older own them.”
Leading many to wonder:
“Certainly, cybersecurity is important and more so for Social Security numbers that can be used for identity theft. But there MUST be a better way than locking out the majority of people the agency exists to serve.”…Time Goes By blog
This change was prompted by a new executive order requiring all federal agencies that provide online access to consumers’ personal information to use something called multi-factor authentication; this means that to login to a site, account holders need to enter more than one credential — in this case a username/password and a text code — in order to verify their identity. The new system has already encountered snags. Verizon customers complained that they could not get the cellphone security code. The SSA now says it has fixed the problem; however,
“Due to high volume of traffic to our website, you may experience problems receiving your security code via text message or entering the security code you receive. The problem preventing all Verizon wireless customers from receiving the cell phone security code has been fixed. Please check back in a few days.”
SSA’s use of technology to reach a growing number of retirees, particularly baby boomers who have been increasing their online/cell usage, makes sense. However, the agency’s backup for those beneficiaries who can’t access their online accounts without a cell phone are its call centers, which Congress continues to underfund:
“When the teleservice centers are adequately funded and staffed, SSA’s 800 number performs well. However, starting in 2011, budget cuts forced SSA to freeze hiring, and the teleservice centers lost many agents through attrition. In just three years, SSA lost more than 15 percent of its 800 number staff. Wait times and busy rates spiked. In 2014, wait times peaked at over 22 minutes and busy rates at 13 percent. After a small funding increase in 2014 enabled SSA to replace some of the agents lost during the hiring freeze, service began to rebound — though it remains well below previous levels.”…Center on Budget and Policy Priorities
Surely, there must be a better way to improve security and provide convenient access to online Social Security accounts without shifting so many seniors without cell phones back to currently underfunded teleservice centers and district offices which Congress, so far, seems unwilling to fund at levels needed to serve the retiring baby boom generation.