I'm afraid of 'starving to death.' Social Security stopped our checks due to a hacked bank account. What can we do?

By Alessandra Malito

'We are relying on our church for our current needs'

"The bank returned our last two checks to the Social Security Administration, leaving us with no income to buy food or make our house payments." (Photo subjects are models.)

Dear Help Me Retire,

My husband and I had been receiving our Social Security benefits by direct deposit until our checking account was hacked several times earlier this year. The bank replaced the account several times and has now told us it is discontinuing checking-account services for us.

To receive the funds from our last checking account, we had to wait 15 days for a cashier's check to arrive by mail. The bank has since returned our last two Social Security checks to the Social Security Administration, leaving us with no income to buy food or make our mortgage payments.

My biggest concern is starving to death. My second biggest concern is losing our home.

We would like to have our Social Security benefits deposited directly onto a federal government Direct Express card, but we can only register for one through a Social Security Administration employee. We have been trying to do this since Aug. 13.

I have received a couple of letters telling me which employee at our local Social Security office I need to speak with, along with that person's phone number. But when I call, I am directed to leave my name, Social Security number and date of birth and told that someone will get back to me.

We are relying on our church for our immediate needs. My husband is a 91-year-old retired minister, and we have no other source of income.

In Dire Circumstances

Dear Dire,

I'm so sorry to hear this has happened to you. Bank-account fraud is so stressful, and it's even worse when you're going in circles with new accounts and, now, a halt to your Social Security income.

First things first: Make sure you secure your next checks while you address the two that were returned. You should have an online account with the Social Security Administration, but if you don't, now would be the time to get one. This lets you see all the information the agency has about you, including your earnings history and phone numbers or addresses. You can also update your direct-deposit information online, although the agency may also request you call them to do so. And while the SSA says on its website that you can ask your bank to update that information for you, I suggest you control the situation yourself.

Do you have questions about retirement, Social Security, where to live or how to afford it at all? We want to hear from you. Join the conversation in our Facebook community: Retire Better with MarketWatch.

The Social Security Administration has been heavily focused on offering more digital services for beneficiaries, but some things may still require an in-person meeting. Getting set up with a Direct Express card may be one of them. The agency says you can call the Treasury Department's Electronic Payment Solution Center, but if you're getting the runaround, going to an office in person is likely your best bet.

Instead of waiting for a phone call back from your local office, call to schedule an appointment, and if you need it to be with a specific agent, say so when you make the appointment. Bring all necessary documentation and be prepared to wait if there's a line - even if you have an appointment. The Social Security Administration says it has cut down wait times for customers, but those vary by location.

For those who don't know, the Direct Express card is a prepaid debit card on which a person's federal benefit gets loaded each month. It's mostly meant for people without a bank account. "We electronically deposit your funds directly into a prepaid debit card account and the funds are available to you on your payment date," the Social Security Administration says.

Be aware of the limits of that card, however. While it may give you peace of mind to have that money separate from a bank account that could be hacked, there are still advantages to having a traditional account. For example, you might have to pay extra to use out-of-network ATMs with the Direct Express card, whereas if you're using your own bank's ATM, you won't pay any fees. You can also earn interest on your Social Security payments when that money is in a bank account.

You should be very careful with that card, as well. If you lose it, you should report that loss immediately so the government can deactivate the card and issue a replacement. "Tell us right away if you think your card or PIN has been lost or stolen," the Direct Express website says. "If you contact us within two business days, you can lose no more than $50 if someone uses your card or PIN without your permission. If you do not tell us within two business days, and we can show that we could have stopped the unauthorized use if you had told us sooner, you could lose up to $500."

Bank fiasco

As for your banking issues, there are a few things you should consider doing. First, speak to a supervisor at the bank where all of this happened so you can get to the bottom of how you were hacked. Was it through a debit-card transaction? Did someone come into the bank with your personally identifiable information? What procedures did the bank follow to detect fraud (if it did) and alert you to it? And what is the protocol when a checking account has to be created numerous times to deter hacking? Some banks will freeze accounts unless the owner authorizes transactions - why didn't your bank do that in your case?

Your next step is to find a reputable bank that will add those extra layers of protection for you. Look for banks that are serious about detecting fraud, such as by using multifactor-authentication or biometric features. You should also set up any alerts available, even for everyday transactions. For instance, you can ask to be notified when transactions over a certain dollar amount are made, or when any purchases or withdrawals occur. Some banks will also alert customers if something seems unusual, usually through a phone call, text or email.

Creating a new, secure way to access your benefits isn't a bad thing. But you should take this as an opportunity to lock down security for all of your finances.

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Have a question about your own retirement savings? Email us at HelpMeRetire@marketwatch.com

-Alessandra Malito

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09-26-26 1044ET