As Social Security Commissioner Frank Bisignano tells it, callers only had to wait an average of 8 minutes to speak to an agent on the phone in July. “We had a bold goal of single-digit wait time on ...

Members of Congress and advocates say the Social Security Administration is providing the public with misleading information about how long it will take to resolve their problems. Over the last ...

The SSA's "digital first" push means its AI chatbot is answering more and more customer service calls. Older Americans share ...

Your monthly Social Security payment hasn’t arrived on time. You call Social Security’s 1-800 number, and a chatbot answers. The bot provides no helpful information. You repeatedly ask to be connected ...