The Social Security Administration released an audit of the agency’s customer service on Monday, confirming previous statements that the agency has made significant improvements.
The report comes after Social Security Commissioner Frank Bisignano briefed Sen. Elizabeth Warren (D-MA) in July on various improvements the agency has made, prompting skepticism from the senator. Both Warren and Bisignano agreed to an independent review of the SSA’s performance, which the agency’s Office of Inspector General has completed.
The OIG’s audit confirmed the SSA’s enhancements, including wait times that now average seven minutes, down from 30 minutes in January. The SSA also assisted 68 million callers, a 65% over last year.
“The results of the audit come as no surprise to anyone following the historic progress we are making at the agency under President Trump’s leadership. We are serving more Americans at significantly faster speeds than ever before,” Bisignano said.
Bisignano also addressed the OIG’s audit on Tuesday, reiterating how Warren “did not want” to believe the improvements he informed her of in their July meeting. He said on Fox Business’s Mornings with Maria Bartiromo that it was “quite satisfying to have the truth told.”
Senator Warren refused to believe the incredible work that we are doing at SSA to serve more Americans at quicker speeds, so Commissioner Bisignano welcomed an OIG Audit. The results were clear: our public metrics are accurate and service improved from the last year! pic.twitter.com/k4H5f0EQaI
— Social Security (@SocialSecurity) December 23, 2025
However, Warren pushed back, telling the Washington Examiner that “Donald Trump’s Social Security chief lied about call wait times to cover up his customer service mess.”
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“This new watchdog report reveals that true wait times were more than three times higher than what Commissioner Bisignano claimed, and tens of millions of callers were simply unable to get help on the phone at all,” Warren said.
Next year, the SSA will provide a slight increase for Supplemental Security Income payments. Beginning Dec. 31, when January 2026’s payment is issued, SSI recipients will receive up to $994 monthly payments, up by 2.8% compared to 2025.