Social Security problems have left some Oklahoma residents with drastically reduced, delayed benefits — and they’re struggling to scrape by. Here's the big issue and how to prevent it

Why some seniors are having problems

Some Social Security recipients sign up to have their monthly benefits deposited into their bank accounts automatically. For those who don't have bank accounts or prefer another method of receiving their money, there's Direct Express, a debit card that's loaded with their benefits instead.

If you have a Direct Express card, your monthly Social Security payments are supposed to hit your account on the same day each month. From there, you can use your card to make purchases or withdraw cash.

The problem is that a number of Social Security recipients have been running into issues with their Direct Express cards. After Fantroy shared her story with Oklahoma's News 4, another viewer emailed to say he is struggling with his own card and can’t access over $1,800.

Meanwhile, Comerica Bank, which has administered the program since 2008, has been sued by the Consumer Financial Protection Bureau for failing its 3.4 million Direct Express cardholders in other ways. The bank is accused of purposely disconnecting 24 million customer service calls, charging illegal ATM fees to over 1 million users and mishandling fraud complaints. Comerica is also accused of forcing customers to close accounts, which resulted in additional fees for them.

Comerica had actually sued CFPB first, arguing the bureau overreached in its investigation and “has failed to acknowledge that … Comerica generally acted with the oversight and knowledge or approval of the federal government.”

“We will continue to vigorously defend our record as the financial agent for the Direct Express program and remain committed to serving our cardholders,” said Louis Mora, Comerica vice-president of media relations, in a statement to various outlets.

All the same, Comerica is about to lose its contract as Direct Express administrator. Beginning in 2025, Bank of New York Mellon Corp. will be the program's new financial agent. But that may not do a whole lot to help seniors like Fantroy who are missing critical Social Security funds and need that money immediately to cover their expenses.

When Fantroy contacted the Social Security Administration (SSA) for help, she was told to stop using Direct Express and to open up a checking account instead. But that didn’t fix the issue of her missing payments.

Thankfully, Oklahoma’s News 4 is reaching out to the SSA and Direct Express on her behalf to try to expedite a resolution.

Retire richer: The secret to building wealth faster

Most people miss out on key opportunities to grow their wealth. Partnering with the right financial advisor can help you secure a brighter future. Learn how to make your money work harder for you today.

Discover the secret

How to avoid missing Social Security benefits

An estimated 20% of Americans over age 50 have no retirement savings at all, according to AARP. If you're in that boat, you may be extremely reliant on your Social Security income to make ends meet. So it's important to do what you can to avoid a situation like Fantroy's.

First, if you have a bank account, you may want to sign up to have your Social Security benefits deposited directly into it. But also, regularly monitor your bank and Social Security account online for suspicious activity. If you don't have a Social Security account online, you can create one here.

Another thing you should do is review your earnings statements annually. You'll be able to access those on your online Social Security account, though if you're old enough to be getting benefits, you should receive a paper copy in the mail, too. Be sure to report any mistakes you identify to the SSA, as underreported income could result in smaller Social Security checks.

Finally, make sure you're current on any tax debts or federal student loan payments for which you're liable. The government has the right to garnish your Social Security benefits due to a lack of payment in these situations.

Workers may see benefits reduced, too

If you're missing a portion of your monthly Social Security check and you're still working, check your income records to see if you've exceeded the program's earnings-test limit. There are income thresholds to be mindful of before you get to full retirement age.

In 2024, your first $22,320 of earnings are exempt, and that number is rising to $23,400 in 2025. From there, you should expect to have $1 in Social Security withheld per $2 of earnings.

These thresholds are different for people who work while receiving Social Security during the year in which they reach their full retirement age. In that case, your first $59,520 of earnings are exempt in 2024, and that number is increasing to $62,160 in 2025. Beyond that point, expect to have $1 in Social Security withheld per $3 of earnings.

Although withheld Social Security benefits are paid back starting at full retirement age, that doesn’t help with your near-term finances.