DCR - If during a telephone contact a representative payee of record or another person questions
why he/she is being billed for a debt, make every effort to explain the overpayment.
If a payee questions his/her liability, refer the matter to the DS.
DS - Obtain, (through the FO, if appropriate) the name, address and telephone number (if
possible) of the person actually overpaid and liable for refund.
If the person has been billed properly, phone the person to resolve the matter.
If he/she had improperly been asked to refund another person's overpayment:
Contact the person to apologize for the incorrect billing.
Correct ROAR/SSR to show the person having liability.
Refer the debtor's name and most recent address and telephone number to the DCR for
preparation and release of a Basic bill for any balance due.