If the debtor asks to review records in person at the FO, obtain all systems (MBR/ROAR/PHUS)
queries and explain what the queries show.
If the debtor makes a request by telephone to the FO, set up an appointment for a
review of the MBR/ROAR/PHUS queries. Set the appointment well within the 60-day time
limit the debtor has to submit evidence.
If the debtor makes a request to a TSC or PSC, advise the FO to contact the debtor
to set up an appointment, and advise the requester that someone from the FO will contact
them to schedule an appointment.
In all situations, the FO will attempt to satisfy the request for review without the
need to obtain the claims folder. However, if the debtor indicates he or she wishes
to review the folder, you must obtain it.
If the FO has not conducted a folder review by the time of the TRO certification run,
input “TRO Explanation” to the Protest/Stop Recovery request (PC) screen (DRPR using
Certification will occur no less than 60 days after the date of the pre-offset notice.