Long waits, waves of calls, web crashes: Social Security is breaking down | A flood of cuts has sent the agency into chaos as a new commissioner prepares to take charge

> The Social Security Administration website crashed four times in 10 days this month, blocking millions of retirees and disabled Americans from logging in to their online accounts because the servers were overloaded. In the field, office managers have resorted to answering phones at the front desk as receptionists because so many employees have been pushed out. But the agency no longer has a system to monitor customers’ experience with these services, because that office was eliminated as part of the cost-cutting efforts led by Elon Musk.

> And the phones keep ringing. And ringing.

> The federal agency that delivers $1.5 trillion a year in earned benefits to 73 million retired workers, their survivors and poor and disabled Americans is engulfed in crisis — further undermining its ability to provide reliable and quick service to vulnerable customers, according to internal documents and more than two dozen current and former agency employees and officials, customers and others who interact with Social Security.

> The turmoil is leaving many retirees, disabled claimants and legal immigrants who need Social Security cards with less access or shut out of the system altogether, according to those familiar with the problems.

> “What’s going on is the destruction of the agency from the inside out, and it’s accelerating,” Sen. Angus King (I-Maine) said in an interview. “I have people approaching me all the time in their 70s and 80s, and they’re beside themselves. They don’t know what’s coming.”

> Leland Dudek — the accidental leader elevated to acting commissioner after he fed data to Musk’s team behind his bosses’ backs — has issued rapid-fire policy changes that have created chaos for front-line staff. Under pressure from the secretive Musk team, Dudek has pushed out dozens of officials with years of expertise in running Social Security’s complex benefit and information technology systems. Others have left in disgust.

> Alarmed lawmakers are straining to answer questions from angry constituents in their districts. Calls have flooded into congressional offices. The AARP announced on Monday that more than 2,000 retirees per week have called the organization since early February — double the usual number — with concerns about whether benefits they paid for during their working careers will continue. Social Security is the primary source of income for about 40 percent of older Americans.

> Trump has said repeatedly that the administration “won’t touch” Social Security, a promise that aides say applies to benefit levels that can only be adjusted by Congress. But in just six weeks, the cuts to staffing and offices have already taken a toll on access to benefits, officials and advocates say.

> But current and former officials, advocates and others who interact with the agency — many of whom spoke on the condition of anonymity for fear of retribution — said Social Security has been damaged even further by the rapid cuts and chaos of Trump’s first two months in office. Many current and former officials fear it’s part of a long-sought effort by conservatives to privatize all or part of the agency.

> Dudek, who was elevated from a mid-level data analyst in the anti-fraud office, hurried to cut costs when he took over in mid-February, canceling research contracts, offering early-retirement incentives and buyouts across the agency, and consolidating programs and regional offices. Entire offices, including those handling civil rights and modernization, were driven out. The 10 regional offices that oversee field operations were slashed to four.