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 a request is made 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 a request is made to a TSC or PC, advise the FO to contact the debtor to set up
an appointment. Advise the caller that someone from the FO will contact him/her 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. Obtain the folder, however, if the debtor indicates
he/she wishes to review the folder.
If the folder review has not been conducted by the time of the TRO certification run, input “TRO Explanation” to
the Protest/Stop Recovery request (PC) screen (DRPR using code TC-23F).
NOTE: Certification will occur no less than 60 days after the date of the preoffset notice