If a caller requests information about paying by credit card:

1. a. 

   Initially refer the caller to Pay.gov for internet payment options (see GN 02210.153B.5.a in this section and Pay.gov for Programmatic Overpayments;

2. b. 

   Explain that SSA accepts MasterCard, VISA, Discover, American Express, and Diners Club credit cards from the owner of the card;

3. c. 

   Make it clear that if this method of payment is chosen, regular credit card rules apply;

4. d. 

   The Payment Service Center (PSC) that controls the debtor’s record is the location where the charge has to be processed;

5. e. 

   The toll-free number of the servicing PSC debtor contact unit (DCU) will be provided if the debtor wishes to complete a credit card transaction over the telephone. For a list of the servicing PSC numbers, see GN 02403.006G.

NOTE: The Diners Club Card will only be accepted when it processes as a MasterCard or Discover transaction. Acceptable Diners Club Cards should have the MasterCard or Discover Card logo present on the card and meet the numerical requirements. (See chart at GN 02210.205B.1)

If a debtor calls wishing to charge their payment, or an employer calls wishing to charge a payment for Administrative Wage Garnishment, provide the caller with the telephone number of the DCU of jurisdiction. For the telephone numbers, operating hours, and SSN jurisdiction, see GN 02403.006G.

IMPORTANT: Do not attempt to take any credit card information from the caller.

If a caller wants to use a debit card or a credit card other than MasterCard, VISA, Discover, American Express or Diners Club, tell the person:

1. a. 

   SSA will only accept MasterCard, VISA, Discover, American Express, or Diners Club credit cards.

2. b. 

   SSA cannot and does not have the capability to make debit card transactions or accept any other unauthorized credit cards at this time (see GN 02210.152A).

3. c. 

   SSA will also accept checks and money orders by mail. Cash payments should be taken to any local field office. Explain the Social Security Administration (SSA) will only accept cash to pay programmatic overpayments, conserved funds, gifts to the Social Security Trust Funds, Medicare premiums and overpayments, and misapplied funds. We will not accept cash to pay non-program standard fees for services (see GN 02403.009).

If a caller indicates a problem with a credit card transaction (e.g., the payment authorized is not reflected on their credit card statement; or the statement shows a transaction they do not remember authorizing):

1. a. 

   Check DMS Remarks screen to verify whether or not the credit card transaction was declined.

2. b. 

   If payment was not declined, check the Remittance Query to confirm the date the payment was processed at MATPSC, explaining that the transaction could have been processed after the debtors most recent billing cycle.

3. c. 

   If, after completing steps a and b, you are still unable to satisfy the debtor’s concern, refer the caller to the debt management section of the PSC of SSN jurisdiction. For the appropriate telephone number see GN 02403.006G.

If a caller asks to pay with credit card payment over the Internet:

1. a. 

   Debtors now have the option to pay their debts online through Pay.gov.

   Pay.gov is an online remittance collection application developed and maintained by the Department of the Treasury (Treasury). The internet application offers Title II and Title XVI recipients, who are active in the Recovery and Collection of Overpayment Process (RECOOP) system, the option to repay their programmatic overpayments via credit card, debit card, or a debit to their bank account via automated clearinghouse (ACH). Treasury's Pay.gov application collects and processes the transaction and payment information on SSA's behalf.

   Pay.gov allows eligible individuals to make a one-time payment using their personal computer or mobile phone. Pay.gov accepts VISA, MasterCard, American Express, Discover, Diner's Club, JCB, Union Pay, and debit of the individual's bank account via ACH . (Refer to Pay.gov for Programmatic Overpayments)

   For instructions on how to handle inquiries, refer to How to Handle Inquiries about Pay.gov for Programmatic Overpayments..

2. b. 

   Inform the debtor that credit card transactions can be handled over the telephone by calling the DCU of the jurisdictional PSC, or by completing the payment stub provided in the overpayment notice.

3. c. 

   Remind the caller that SSA also accepts payment in the form of checks and money orders by mail. If the caller wishes to pay by cash, explain that cash payments can be made at any local field office. Explain the Social Security Administration (SSA) will only accept cash to pay programmatic overpayments, conserved funds, gifts to the Social Security Trust Funds, Medicare premiums and overpayments, and misapplied funds. We will not accept cash to pay non-program standard fees for services (see GN 02403.009).