TN 28 (02-10)

GN 02210.153 Paying by Credit Card - Teleservice Center (TSC) Procedure

A. Introduction

The Teleservice Center (TSC) may receive calls from debtors concerning the use of credit cards to repay overpayments or to report a problem with making the payment by credit card.

B. Procedure for handling credit card inquiries

1. Caller requests information about paying by credit card

If a caller requests information about paying by credit card:

  1. a. 

    Explain that SSA accepts MasterCard, VISA, Discover, American Express, and Diners Club credit cards;

  2. b. 

    Make it clear that if this method of payment is chosen, regular credit card rules apply;

  3. c. 

    The PSC that controls the debtor’s record is the location where the charge has to be processed;

  4. d. 

    The toll-free number of the servicing PSC debtor contact unit (DCU) will be provided if the debtor wishes to complete a credit card transaction over the telephone or have an SSA-4588 mailed to their address (For a list of the servicing PSC number, see GN 02403.006G); and

  5. e. 

    The transaction can be completed by mail, if the caller wishes, by returning the SSA-4588 credit card form in the green envelope addressed to MATPSC that was provided by the PSC. The form provides the debtor the option to make a single (one-time) payment or recurring monthly payments.

NOTE: The Diners Club Card will only be accepted when it processes as a MasterCard or Discover transaction. Acceptable Diners Club Cards should have the MasterCard or Discover Card logo present on the card and meet the numerical requirements (See chart GN 02210.205B.1).

IMPORTANT: Tell the debtor to use the green return envelope to mail the 1st and 2nd pages of the original SSA-4588 only for processing to:

P.O. Box 3430
Philadelphia, PA 19122

2. Caller wishes to charge payment

If a debtor calls wishing to charge his or her payment, or an employer calls wishing to charge a payment for Administrative Wage Garnishment, provide the caller with the telephone number of the DCU of jurisdiction. For the telephone numbers, operating hours, and SSN jurisdiction see GN 02403.006G.

IMPORTANT: Do not attempt to take any credit card information from the caller.

3. Caller wishes to use debit card or other credit card not accepted by SSA

If a caller wants to use a debit card or a credit card other than MasterCard, VISA, Discover, American Express or Diners Club, tell the person:

  1. a. 

    SSA will only accept MasterCard, VISA, Discover, American Express, or Diners Club credit cards.

  2. b. 

    SSA cannot and does not have the capability to make debit card transactions or accept any other unauthorized credit cards at this time (GN 02210.152A.).

  3. c. 

    SSA will also accept checks and money orders by mail. Cash payments should be taken to any local field office.

4. Caller reports a transaction problem

If a caller indicates a problem with a credit card transaction (e.g., the payment authorized is not reflected on their credit card statement, statement shows a transaction which they do not remember authorizing):

  1. a. 

    Check DMS Remarks screen to verify whether or not the credit card transaction was declined.

  2. b. 

    If payment was not declined, check the Remittance Query to confirm the date the payment was processed at MATPSC, explaining that the transaction could have been processed after the debtors most recent billing cycle.

  3. c. 

    If, after completing steps a and b, you are still unable to satisfy the debtor’s concern, refer the caller to the debt management section of the PSC of SSN jurisdiction. For the appropriate telephone number see GN 02403.006G.

5. Caller asks to pay by credit card over the Internet

If a caller asks to pay the credit card payment over the Internet:

  1. a. 

    Tell the person SSA does not currently have the capability to accept those payments over the Internet.

  2. b. 

    Inform the debtor that credit card transactions can be handled over the telephone, completed by mail using the credit card form SSA-4588, or the payment stub provided in the overpayment notice.

  3. c. 

    Remind the caller that SSA also accepts payment in the form of a checks and money orders by mail. If the caller wishes to pay by cash, explain that cash payments can be made at any local field office.

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GN 02210.153 - Paying by Credit Card - Teleservice Center (TSC) Procedure - 02/24/2010
Batch run: 12/10/2010