How Some 70-Year-Olds Are Suddenly Missing Social Security Benefits

The number of Americans eligible for Social Security has been rising, while the Social Security Administration has seen a 20% reduction in its workforce over the last decade, with over 7,200 positions slashed during the Trump administration. This reduction in staff has contributed to significant delays in processing Social Security survivor benefits, causing hardship for retirees who often rely on these benefits for a substantial portion of their income. Kelly Phillips Erb, a senior writer and tax attorney at Forbes, shared her personal experience with these delays when her widowed 77-year-old mother lost Social Security benefits for five months after her father's death. As a tax attorney with experience in estate work, Erb was familiar with Social Security processes, yet her family still encountered significant difficulties. Upon her father's passing, the funeral director was informed, which typically initiates the process for the Social Security Administration (SSA) to stop payments for the deceased and begin survivor benefits for eligible family members. However, in her mother's case, who had previously been on disability before switching to Social Security, the benefits stopped altogether instead of switching to the survivor amount she was owed. Over approximately six weeks, Erb's family called the SSA at least four times, receiving different answers each time, which raised concerns about a disconnect within the agency. They were advised to check online, but this also proved problematic. While Erb advocates for online access to benefits through SSA.gov, they faced issues when trying to sign her mother up. Her father had used their landline number for his online account, an analog phone that couldn't be used for verification through ID.me, which requires a smartphone. This necessitated a live verification call, which presented its own set of challenges, particularly for seniors who may not have the required ID readily available or be comfortable with video calls on a laptop. Despite successfully getting her mother online, the portal offered no additional information about her benefits. After six to eight weeks of unhelpful calls and conflicting information, Erb contacted her mother's congressional representative. This decision was made after an SSA representative initially stated that the issue was resolved and a check was coming, only for it not to arrive. A subsequent call revealed that her mother needed to visit an office in North Carolina, a completely different instruction from previous calls. Erb confirmed that contacting a congressional representative is a viable option for any American facing similar issues. Most congressional offices have constituent services departments dedicated to helping citizens with government agency problems, including those related to Social Security, the Veterans Administration, or the IRS. While it shouldn't be the first step, it is recommended when other avenues prove fruitless. In her mother's case, Representative Rouzer's office in North Carolina reached out to the SSA, resulting in an appointment being scheduled for her mother within a day or so. However, this appointment was scheduled for Christmas Eve, and amidst a presidential directive granting federal workers extra time off, there was confusion about whether the office would be open. Despite a voicemail canceling the appointment, her mother attended and was told the issue was resolved. A week later, her mother received a check with some back payments. However, two more letters arrived before year-end: one denying benefits without explanation, and another denying them because the SSA claimed not to know her mother's whereabouts, despite her living in the same house for over 50 years and the family having provided updated contact information multiple times. By April 2026, the situation was "sort of" resolved, with her mother receiving back payments. However, there was an intervening notice stating payments were stopped again due to an unexplained problem with a November payment. The congressman's office was contacted again, and the issue was resolved, though no explanation was ever provided for the chaotic process. Erb suspects that the issues are related to cuts at the Social Security Administration. She acknowledges the need for efficiency but questions the impact of staff reductions, especially when dealing with senior populations. Decreased in-person and phone support, coupled with heavy reliance on online systems, can be disastrous for older adults who may lack comfort or experience with technology. A secondary concern was her mother's health insurance. Medicare Part B premiums were deducted through Social Security. The family worried that if the Social Security payments lapsed, her Medicare coverage might also lapse, jeopardizing access to vital medical care for her mother, a cancer survivor and diabetic. Although there should be a backup system to notify recipients and allow them to pay premiums out of pocket, no such letter was received during the five-month lapse. Erb believes that many other widows and widowers may be experiencing similar difficulties. While she was able to share her story due to her platform as a Forbes writer, many others may be quietly frustrated without a voice. She has received numerous messages from people whose families have faced identical problems, suggesting a spike in such issues. She attributes these problems to a confluence of factors: an increase in Social Security claimants, a decrease in SSA staff, and increased reliance on potentially outdated or user-unfriendly AI and computer systems. She also notes that a shift towards lower-level or improperly trained employees in the agency could explain the inconsistent information provided to the public. To avoid or deal with such situations, Erb advises individuals, including adult children of aging parents, to sign up for and regularly monitor their online SSA.gov accounts. This allows them to keep an eye on benefits, correct any incorrect information proactively, and stay informed. She also stresses the importance of immediate follow-up if benefits are missed or issues arise. If answers are not forthcoming, she strongly recommends contacting a congressional representative, as they are there to serve constituents and can either help directly or direct individuals to appropriate advocate services.