If the issue is clearly too complicated to be explained over the telephone, consider
use of the Modernized Development Worksheet (MDW). (Refer to MSOM MDW-001–001 for instructions on this procedure or here for MDW instructions for inter-component development requests.
The MDW can also be used for certain contacts falling outside the criteria described
in GN 01070.235A, if all the following conditions are met.
The contact must involve an overpayment / recovery issue.
Circumstances warranting special handling (e.g. potential public relations problem,
financial hardship, etc.).