SSA said it removed strict ID requirements on its phone line, but internal policy says otherwise

The agency said in a recent regulatory filing that the identification pin had been made optional for those wishing to change direct deposit information over the phone. Internal policy says they’re still required.

Late last month, the Social Security Administration said that it had removed requirements for more stringent identity checks on its phone lines. But internal policies viewed by Nextgov/FCW still instruct agency employees to obtain those verifications for direct deposit changes made over the phone. 

Callers have to log into an online SSA account, obtain a pin number and give it to the SSA agent over the phone to prove their identity. Creating that account involves its own identity checks powered by facial recognition. 

Without the pin or a limited exception to the requirement, callers have to go into a field office with documentation to make the change, or they can do it online in that ...