TN 2 (07-02)
RM 01310.042 Responding to Reports or Missing or Incorrect Earnings (Item Correction Actions)
A. Procedure -- Teleservice Centers
TSRs and SPIKEs should follow the instructions in the TSCOG chapter titled “Earnings Inquiries and Discrepancies”.
TSR/Spikes perform limited suspense file searches during their contacts with the recipients. If they are unable to resolve the earnings problem , they establish the case in the EM 2.8 system for referral to the servicing FO. They advise the callers to send the FO any evidence they have of the missing wages or SEI. They tell them that they will hear further from SSA within 90 days.
B. Procedure -- Field Offices
When they receive the case, the FO uses the EM 2.8 information to conduct a thorough search of the suspense file. If the missing earnings are not located in the suspense file, the FO follows routine procedures for developing the missing earnings.