TN 10 (10-00)

RM 01301.017 Handling Nonreceipt of Requested Statements and Sensitive Inquiries

The information in this section is not applicable while mailing of the Social Security Statement is suspended. See information on accessing earnings information using the MySocialSecurity web portal in OA 00205.010.

A. Procedure — nonreceipt of requested statements

If an SSN holder reports that he or she requested a Statement more than 4 weeks ago, but has not received a response, the FO or TSC should query the Statement History File (see RM 01301.025) for status.

If the History File query response shows:

  1. No record of a request – Send the inquirer a new SSA-7004-SM-OP2 (business reply version) to complete and return or suggest using the Internet SSA-7004 to transmit the request online.

  2. A Statement was issued and should have been received - Send the inquirer a new SSA-7004-SM-OP2 (business reply version) to complete and return or suggest using the Internet SSA-7004 to transmit the request online.

  3. An action is being processed in OCO – If the action has been in OCO for:

    1. 30 days or Less

      Advise the requester that the Statement will be issued as soon as the corrective action is completed.

    2. More than 30 days

      Send a Modernized Development Worksheet (MDW) to OCO asking them to notify the requester of the status of that action.

      (See MSOM MDW 001.001-1 for instructions using the MDW.)

  4. A condition that would produce an SSA-7014 exists - Follow the appropriate instructions in RM 01301.042 RM 01301.046 for the type of SSA-7014 involved.

B. Procedure — sensitive inquiries

For sensitive situations involving the SSA-7004-SM-OP1, such as Congressional inquiries or cases with potential public relations implications, contact the supervisory program analyst, OCO, Division of Earnings Records Operations (DERO), at (410) 966-8683. If that person is unavailable, call the Deputy Division Director at (410) 966-8500.

To expedite issuance of a statement in sensitive cases, have the requester complete a new Form SSA-7004-SM-OP1 and return it to you. Fax the completed form to:

WBDOC
ATTN: PEBES Analyst
FAX Number: 570-826-6362

Include an explanation of the problem that makes expedited processing necessary.

NOTE: GN 03313.105 discusses policy for responding to Congressional inquiries.


To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0101301017
RM 01301.017 - Handling Nonreceipt of Requested Statements and Sensitive Inquiries - 05/06/2015
Batch run: 05/06/2015
Rev:05/06/2015