A group of U.S. senators is demanding answers from Social Security Commissioner Frank Bisignano after reports that Social Security field offices in multiple states temporarily stopped offering in-person service, raising new questions about customer service at an agency millions of Americans depend on.

In a letter sent this week, Senators Elizabeth Warren (D-Mass.), Tammy Baldwin (D-Wis.), Richard Blumenthal (D-Conn.) and Bernie Sanders (I-Vt.) said reports that some field offices were "closed to the public" because of staffing and operational issues appeared to conflict with Bisignano’s commitment during his confirmation process to "keep every field office open." They asked Bisignano to explain the reported closures and describe what the Social Security Administration is doing to ensure beneficiaries can continue accessing services.

The letter is the latest sign that concerns about customer service at the Social Security Administration have not gone away. Although the agency has touted improvements in some performance measures, beneficiaries, advocates and lawmakers continue to raise concerns about staffing levels, delayed claims and access to in-person assistance. Those concerns matter since not every Social Security issue can be resolved online.

While beneficiaries can complete many routine transactions through a my Social Security account, more complicated matters—including survivor benefits, some disability claims, identity verification issues and appeals—often require speaking with an agency employee by phone or in person. When that help isn’t available, delays can become more than an inconvenience.

The reported office closures also come at a notable moment for Bisignano.

Last October, Treasury Secretary Scott Bessent named the Social Security commissioner to serve as chief executive officer of the IRS, a newly created position responsible for managing the agency’s day-to-day operations while Bessent........

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