TN 143 (08-19)

GN 02402.007 Direct Express Debit Card Program

A. What is Direct Express?

The United States Department of the Treasury (Treasury) contracted with Comerica Bank, a U.S. financial institution (FI), to establish the Direct Express (DE) debit card program. Direct Express allows beneficiaries, recipients, and representative payees (not representative payee organizations) without bank accounts to have direct deposit of Federal benefit payments.

Direct Express is for Title II and Title XVI payments, including federally administered state supplements. Beneficiaries, recipients, and representative payees may use DE even if they already have a bank account.

B. How does Direct Express work?

Direct Express is a debit card account that receives Federal benefit payments by direct deposit. The funds must be available for withdrawal no later than the opening of business on the payment date. The cardholder can access funds on the card 24 hours a day, seven days a week in the following ways.

  • Get cash at an automated teller machine (ATM) or make cash withdrawals at banks that accept Master Card;

  • Pay for merchandise or services with the card and get cash back, if desired, at businesses that accept Master Card debit cards; and

  • Use the card to make purchases online.

1. What are the advantages and fees of the debit card?

a. Safe and easy delivery

With the Direct Express debit card, beneficiaries, recipients, and representative payees can receive payments every month without the expense or inconvenience of cashing checks or the risk of lost or stolen checks.

b. Easy access to information about Direct Express

Customer service is available 24 hours a day, 7 days a week at 1-888-741-1115 for Direct Express cards beginning with 533248, while

cardholders may contact 1-866-606-3311 for cards beginning wtih 511563.

Internet access to Direct Express is available at Direct Express.

The Direct Express website provides the following information and card management capabilities:

  • Overview of the Direct Express card features

  • Usage fees

  • Terms and conditions

  • View account activity

  • Transfer funds

  • Check account balance

  • Answers to frequently asked questions

c. The beneficiary, recipient, or representative payee can use the card without incurring fees

It is possible to use the card free of charge when using ATMs in the Direct Express card surcharge-free network and by withdrawing once per posted deposit. There is no sign-up fee, no monthly account fee, and no minimum balance requirement.

Many other services are free, including:

  • purchases at retail locations that accept MasterCard debit cards;

  • cash back with purchases at participating stores;

  • cash withdrawals through bank or credit union tellers that accept MasterCard debit cards;

  • one free ATM cash withdrawal in the United States for each deposit posted to the account. (ATM owner surcharges may apply at ATMs outside the Direct Express card surcharge-free network.) Direct Express has an ATM locator online at Direct Express to find in-network surcharge free ATM;

  • balance inquiries at ATMs, by phone, or online;

  • optional notification of deposits to the debit card by phone, email, or text message;

  • optional low balance alerts when the cardholder's account balance falls below a certain amount; and

  • toll-free calls to Direct Express customer service to check balance or change the personal identification number (PIN). For cards beginning with 533248, the cardholder may contact 1-888-741-1115 and for cards beginning with 511563, the cardholder may contact 1-866-606-3311.

NOTE: 

If the cardholder lives outside the United States, he or she can dial (765) 778-6290 (collect call) and speak with a customer service representative.

d. Direct Express fee table

Service

Service Fee

ATM cash withdrawal in the U.S. (including the District of Columbia, Guam, Puerto Rico, and U.S. Virgin Islands)

One free withdrawal with each deposit to the debit card account.*

Other ATM cash withdrawals (whether at surcharge or surcharge-free ATMs) $0.85 each.

ATM cash withdrawal outside of the U.S.

$3.00 each plus 3 percent of the withdrawn amount.

Purchase at merchant locations outside of the U.S.

3 percent of purchase amount.

Card replacement

Free one-time card replacement per rolling calendar year (365 days from the date of the previously issued card), and

$4 replacement card fee for additional replacement cards.

NOTE: Remind and emphasize incurred costs for future card replacements.

Monthly paper statement mailed to the cardholder

$0.75 each month.

Direct Express® Cash Access

$1.50 per transaction**

Direct Express® Emergency Cash

$8.50 to $12.00 per transaction***

Funds transfer to a personal U.S. bank account

$1.50 each transfer

Expedited delivery of replacement card

$13.50 each time

* For each Federal government deposit to the card account, we waive the fee for one ATM cash withdrawal in the U.S. The fee waiver earned for free ATM withdrawal expires on the last day of the following month in which we waived the fee.

The ATM owner/operator may charge a fee unless the cardholder uses his or her card at a surcharge-free ATM. The cardholder may refuse the fee and go to another ATM or accept the fee, which charge to the debit card account.

**Available Fall 2016 at the Walmart Money Center or Walmart Customer Service Desk for stores located in the U.S. No additional Walmart fees apply.

MasterCard® is a trademark of MasterCard® International. Direct Express® is a service mark of the U.S. Department of the Treasury, Bureau of the Fiscal Service.

e. Example of avoiding transaction fees

Mary receives $845 in Social Security benefits each month. She needs to budget for the following:

  • Rent $500

  • Food $200

  • Medicine $25

  • Gas $30

  • Utilities $45

  • Cash $45

Her TOTAL expenses equal $845

Mary uses her Direct Express debit card as follows:

f. Rent and utilities

  • Use her card without paying a fee to Comerica Bank if her property owner and utility accept Debit MasterCard.

  • Buy money orders at a U.S. Post Office (paying a fee to the Post Office but not to Comerica Bank).

g. Food, medicine, and gas

Make purchases using the Direct Express debit card with no fee at retail locations that accept Debit MasterCard.

h. Cash

  • Get cash back at the grocery store with no fee by using the Direct Express debit card with her PIN;

  • Withdraw money from a Direct Express debit card surcharge-free network ATM; or

  • Go to any bank or credit union that displays the MasterCard acceptance mark and get cash free of charge from a teller.

C. Who can sign up for the Direct Express debit card?

Acceptable entitled applicants:

  • Title II beneficiaries;

  • Title XVI recipients; and

  • Title II and Title XVI representative payees identified in GN 00501.013.

D. Who cannot sign up for the Direct Express debit card?

You cannot use Direct Express for the following:

  • An organizational representative payee,

  • A payee without a Social Security number, and

  • A Title XVI child’s dedicated account. Comerica Bank cannot recognize the need for and establish a separate account for dedicated account funds. (For more information about dedicated accounts, see GN 00603.025.)

E. Direct Express enrollment options

  • Call the Social Security Administration (SSA) at 1-800-772-1213, (TTY Line: 1-800-325-0778).

  • Call or go to the local field office (FO), or

  • For existing beneficiaries, recipients or representative payees currently receiving paper checks, call Treasury's Direct Express toll free number (1-800-333-1795) (TTY Line: 1-866-569-0447).

F. Direct Express enrollment process

Beneficiaries, recipients, and representative payees currently receiving Title II or Title XVI payments, or both, can enroll. There is no sign-up fee to enroll and the applicant does not need a bank account or credit check.

NOTE: Do not enter a routing transit number (RTN) or depositor account number (DAN).

The Post Entitlement Online System (POS) does not allow the FO to add a Direct Express account number.

Do not attempt to add Direct Express enrollment to a record by altering the last digit from another record to complete enrollment, unless you are following GN 02402.007F.3 in this section.

For example, do not change the last digit of the account number on the MBR and add it to the SSR. These types of actions result in the beneficiary/recipient not receiving his or her monthly benefit payment timely.

Follow the current interface process to add Direct Express enrollment properly.

Do not offer Direct Express for a Title XVI child's dedicated account.

1. Enrolling beneficiaries and recipients without a representative payee

Indicate Direct Express in the claims path or on the post-entitlement screens.

NOTE: iClaim does not offer this option.

2. Enrolling beneficiaries and recipients with a representative payee

  1. a. 

    Input Title II Direct Express election via the Electronic Representative Payee System (eRPS).

  2. b. 

    Input Title XVI Direct Express election as follows:

    • Access MSSICS ADDR screen,

    • Select option #3: “No Direct Deposit,”

    • Exit MSSICS, and in eRPS

      1. 1. 

        From Rep Payee Details, select Payment/Bank Details, Entitlements Info

      2. 2. 

        Select “All Associated Entitlements” from the dropdown list.

      3. 3. 

        Select all entitlements.

      4. 4. 

        Select Update Payment Info.

      5. 5. 

        Select Add Direct Express.

      6. 6. 

        For more enrollment information, see MS INTRANETERPS.011.002.

NOTE: Title XVI representative payee enrollment procedures differ from enrolling non-representative payees and Title II representative payee cases.

3. Comerica Bank processes Direct Express enrollment requests

After initiating the request, our Title II and Title XVI system automatically sends enrollment information to Comerica Bank. Comerica Bank opens a Direct Express account and sends a 17-digit depositor account number (DAN) to our Title II master beneficiary record (MBR) or Title XVI supplemental security record (SSR). The Automated Clearing House (ACH) account number’s last digit consists of either a “1” (Title II) or “2” (Title XVI).

Comerica Bank mails the Direct Express debit card (DEC) and related materials to the beneficiary, recipient, or representative payee. The beneficiary, recipient, or representative payee activates the card and selects a PIN. The card does not display the DAN.

NOTE: 

Do not volunteer to provide a beneficiary, recipient, or representative payee Comerica Bank's RTN or DAN established on our records. Only provide the RTN and DAN if he or she specifically makes this request.

4. Concurrently entitled beneficiaries or recipients enrolling into Direct Express

Comerica Bank issues one DEC for each beneficiary or recipient. DEC cardholders concurrently entitled to Title II and Title XVI payments may call Treasury's Direct Express enrollment line at 1-800-333-1795 to request two separate DECs.

5. Direct Express cardholder wants a newly acquired entitlement deposited onto the same DEC

An existing DEC cardholder, acquiring a second entitlement, can have payments directly deposited onto his or her current DEC by contacting Treasury's Direct Express customer service line at 1-800-333-1795. SSA cannot process this request.

6. Representative payee may receive multiple cards

A representative payee who receives payments for more than one beneficiary or recipient receives a DEC for each beneficiary or recipient. The representative payee's name appears on each card.

If the representative payee is responsible for multiple beneficiaries and recipients and wants one card for all payments, the representative payee must contact Direct Express customer service. For cards beginning with 533248, direct the cardholder to contact 1-888-741-1115 and for cards beginning with 511563, direct the cardholder to contact 1-866-606-3311. We cannot process this type of enrollment.

NOTE: Inform the representative payee that if he or she receives benefits for multiple beneficiaries on one card and one of the beneficiaries dies, Comerica Bank may freeze the card, which means all funds on the card are unavailable.

7. Beneficiary, recipient, or representative payee wants check payments

If the beneficiary, recipient, or representative payee wants to switch or continue to receive check payments, follow the procedures in GN 02402.005.

8. Representative payee non-responder

Representative payees must provide accounting reports annually or as requested. If the FO is unable to obtain accounting reports after the third attempt, the FO manager can redirect the beneficiary's or recipient's payments to the FO address without processing a change of payee. For more information about accounting forms, see GN 00605.085.

G. General and unique Direct Express inquiries

The Dallas Regional Office website maintains a Direct Express troubleshooting guide. The guide helps you to identify and resolve common problems associated with Direct Express enrollment, cancellation, and post-entitlement events. This guide addresses many of the following processing questions with supplementary information.

If the beneficiary, recipient, or representative payee:

Then

1. Wants to sign up for Direct Express,

enroll the beneficiary, recipient, or representative payee in Direct Express as described in subsection GN 02402.007E in this section.

2. Is not a Direct Express cardholder and wants more information about the Direct Express program (for example, general enrollment questions, fee schedule, how to manage card activity to reduce or eliminate costs)

provide Treasury's Direct Express' toll-free number:1-800-333-1795.

 

3. Is an existing Direct Express cardholder with account related questions that cannot be answered through information existing in this section,

instruct the beneficiary, recipient, or representative payee to contact the following applicable Direct Express customer service line:

  • If the card starts with 533248, then they should contact Customer Service at 1.888.741.1115

  • TTY Line: 1.866.569.0447

  • If the card starts with 511563, then they should contact Customer Service at 1-866-606-3311

  • TTY Line: 1-866-606-3311 or website:

    Direct Express

4. Wants to know the enrollment status of his or her account and ten business days have passed since enrollment (for example, did not receive the card),

 

check for the Direct Express RTN, 072413133 on the MBR or SSR. Do not check the DAN. The DAN is not the number on the card.

If the DEC is up-to-date, or is updated but the beneficiary, recipient, or representative payee has not received the card, advise the beneficiary, recipient, or representative payee to call Direct Express customer service line:

 

  • If the card starts with 533248, then they should contact Customer Service at 1.888.741.1115

  • TTY Line: 1.866.569.0447

  • If the card starts with 511563, then they should contact Customer Service at 1-866-606-3311

  • TTY Line: 1-866-606-3311 or website:

    Direct Express

NOTE: If the Direct Express technician is unable to resolve the cardholders DEC delivery status issues, the Direct Express technician will advise the cardholder to visit his or her local FO to complete the DEC consent based process. For more information on the consent-based process, see GN 02402.007K.

 

5. Has not received the card, and this situation is a serious public relations concern for the FO,

see number "7." in this chart and follow the Consent Based Process per GN 02402.007K in this section.

If the Consent Based Process does not resolve the situation, the FO (not the beneficiary, recipient, or representative payee) contacts the regional office (RO). The RO sends issues and public relations concerns to the Office of Public Service and Operations Support (OPSOS) Direct Express mailbox:

^DCO OPSOS DAPS DIRECT EXPRESS

NOTE: 

The OPSOS Direct Express mailbox is for RO use only.

6. Received the DEC and has customer service questions about the program,

advise the beneficiary, recipient, or representative payee to call the toll-free customer service number on the back of the DEC.

7. Reports a missing Direct Express payment,

check the MBR, Payment History Update System (PHUS), and SSR to ensure that the payment posted to the record.

Check for the Direct Express RTN 072413133 on the query. Do not check the DAN. The DAN is not the number displayed on front of the card. The RTN database shows the following statement in the Remarks: “Direct Express debit card.”

If unable to resolve the missing Direct Express payment inquiry and you are considering a critical or immediate payment, obtain the current passphrase from SeaNet's Consent Process for Comerica/Direct Express Inquiries Page and call Comerica Bank’s ACH line at 1-800-581-9857. You must provide the passphrase to Comerica Bank when you call for assistance.

NOTE: The passphrase is a necessary security measure and changes regularly. The site provides the passphrase for the appropriate date range. Never provide this passphrase to the public.

On Comerica Bank’s phone menu, select option one for “government benefit payments.” Do not release the ACH phone number (1-800-581-9857) to the public. Verify the amount of the alleged missing payment and that the alleged missing payment posted to the correct DEC. Process the non-receipt based on the allegation if the MBR and SSR show the payment posted to the record as sent to the DEC RTN. Follow Non-receipt of a Direct Express debit card payment in GN 02406.008.

8. Reports a missing Direct Express payment and alleges an immediate financial need,

If the missing payment involves a prior payee, see GN 00603.055.

follow immediate payment procedures for beneficiaries (see RS 02801.001, RS 02801.010, and TC 15001.010)

For recipients (see SI 02004.100 and TC 15001.010).

9. Has Direct Express and a change of address,

input the change of address to our systems AND do one of the following:

 

if the individual is a new customer of Direct Express and does not have their Direct Express card yet, follow the MOU process to assist the individual with updating their new address with Direct Express. For more informaiton on the consent based process, please see GN 02402.007.K.

NOTE: Changing the address on the MBR/SSR/eRPS does not update the address Direct Express has for the cardholder.

10. Wants to cancel Direct Express,

follow MS T2PE 003.002, POS Address/Direct Deposit/Phone (PEAD).

NOTE: 

Inform the beneficiary, recipient, or representative payee of Treasury's electronic payment requirement effective March 2013. Inform the beneficiary, recipient, or representative payee that he or she will receive check payments without disruption. Treasury will contact him or her concerning the electronic initiative; follow the Direct Deposit Information for all types of Interviews in GN 02402.005D and GN 02402.005G.

11. Reports having trouble activating the DEC,

instruct the beneficiary, recipient, or representative payee to call Direct Express Customer Service: :

  • If the card starts with 533248, then they should contact Customer Service at 1.888.741.1115

  • TTY Line: 1.866.569.0447

  • If the card starts with 511563, then they should contact Customer Service at 1-866-606-3311

  • TTY Line: 1-866-606-3311 or website:

    Direct Express

12. Has a lost or stolen DEC,

remind the beneficiary, recipient, or representative payee that replacing the first lost or stolen DEC is free, but any further lost or stolen DECs will result in a replacement fee. Advise the beneficiary, recipient, or representative payee to call Comerica Bank:

  • If the card starts witwh 533248, then they should contact Customer Service at 1-888-741-1115 and provide the SSN and PIN, and select the "lost, stolen or damaged" prompt from the menu.

  • TTY Line: 1.866.569.0447

  • If the card starts with 511563, then they should contact Customer Service at 1-866-606-3311

  • TTY Line: 1-866-606-3311 or website:

    Direct Express

NOTE: If the caller does not have the 16-digit card number and the SSN and PIN, he or she should visit the local FO for assistance..

13. If a beneficiary or recipient is homeless and would like to enroll in Direct Express, but does not have an address or P.O. Box,

inform the beneficiary or recipient of the United States Post Service (USPS) “General Delivery” option.

The USPS will hold the Direct Express card for up to 30 days. The beneficiary or recipient may claim this mail at the USPS by presenting one of the following valid types of identification:

  • driver's license,

  • State-issued non-driver identification,

  • passport (foreign or domestic),

  • military, government, or active corporate identification card, or

  • other credential showing the applicant's signature and a serial number or other traceable proof to the owner (Social Security cards are not acceptable identification).

 

Instruct the beneficiary or recipient that he or she will have to contact USPS to find out which local post office handles general delivery.

Enroll the beneficiary or recipient in Direct Express using the address “General Delivery” on the SSR or MBR.

14. Wants to enroll in Direct Express and is a Railroad Retirement Board (RRB) annuitant,

refer the beneficiary or annuitant to Treasury's toll-free number for enrollment at 1-800-333-1795 (TTY Line: 1-800-325-0778)

NOTE: 

Advise the beneficiary to inform Treasury that he or she is a RRB annuitant.

H. Questions about the validity of the program

If you receive a call from someone who questions the validity of the program, assure the caller that Direct Express is an authorized program from the U.S. Government. Refer the caller to the website for Direct Express at the Bureau of the Fiscal Service website.

I. Consent-based process

SSA and Comerica Bank established an agreement allowing FO employees to share cardholder banking account information with Comerica Bank representatives . We can share cardholder banking information through the consent-based process permitting FO employees to speak on behalf of the DEC cardholders when calling Comerica Bank at 1-800-581-9857.

1. When to use the consent-based process

The consent-based process is applicable when a cardholder is unable to resolve Direct Express issues without FO employee intervention and he or she is at the FO. This consent process does not replace the normal cardholder procedure to resolve disputes as described in GN 02402.007G in this section.

Continue to direct cardholders to call the Direct Express customer service. For cards beginning with 533248, direct the cardholder to contact 1-888-741-1115 and for cards beginning with 511563, direct the cardholder to contact 1-866-606-3311. Only use the consent based process as an alternate procedure when the cardholder is unable to resolve his or her issues directly with Direct Express.

NOTE: If you have an issue with the Comerica Bank representative, obtain the agent’s name, and the date and time of the call. If you send a request to the RO for assistance, you must include this information with your request so Direct Express can investigate the call.

2. Types of requests

SSA and Comerica Bank may share information to resolve account related issues that includes, but is not restricted to:

  • Account balance,

  • Transaction history,

  • Payment history, and

  • Status of card delivery.

Do not use this process to inquire about:

  • How to enroll. For enrollment problems, see GN 02402.007H in this section;

  • How to activate a card. For problems activating the card, ask the cardholder to call Direct Express Customer Service. For cards beginning with 533248, direct the cardholder to contact 1-888-741-1115 and select the prompt for “lost, stolen, or damaged” to speak directly with a DE customer service representative. For cards beginning with 511563, direct the cardholder to contact 1-866-606-3311;

  • How to process claims of non-receipt. Follow the instructions in GN 02406.008;

  • How to address questions of non-receipt. Follow GN 02402.007I in this section.

IMPORTANT: If Comerica Bank discloses personally identifiable information (PII) of a person other than the one listed on the account, the FO employee may not release this information, including the other person's name. For example, if Comerica Bank tells you that Jane Smith's payment went to Joe Smith's account, you can only tell Jane Smith that her payment did not post to her account. If you tell Jane Smith that her payment went to Joe Smith's account, you are improperly releasing Joe's PII to Jane.

3. Processing DEC cardholders requests for assistance

When beneficiaries, recipients, and representative payees who are DEC cardholders indicate that they need our assistance with DEC issues, first ensure that they have tried to resolve the issue independently by contacting Direct Express customer service. For cards beginning with 533248, direct the cardholder to contact 1-888-741-1115 and for cards beginning with 511563, direct the cardholder to contact 1-866-606-3311.

If a cardholder still requests assistance when present in the FO, provide assistance by taking the following steps:

  1. a. 

    Verify the cardholder's identity by using procedures in RM 10210.420.

    NOTE: 

    If there is a representative payee on the account, the DEC is in the representative payee's name.

  2. b. 

    FO employee determines if the cardholder signed a valid consent form through viewing the Claims File Records Management System (CFRMS). If a valid consent form exists, obtain the passphrase of the month from the SeaNet's Consent Process for Comerica/Direct Express Inquiries Page.

    FO employee scans the forms under the NDRED barcode titled “DE CONSENT/DIRECT EXPRESS CONSENT FORM.”

    If a valid consent form does not exist, proceed to the next step.

  3. c. 

    If a valid consent form does not exist, the FO employee or the cardholder completes the consent form in its entirety. The cardholder reviews the form and signs it.

    The consent form is only valid for three months from the effective date (date signed).

    Secure a new consent form if the consent form in file is older than three months.

    For unexpired consent forms, be sure to check CFRMS to ensure that the cardholder did not revoke the authorization. See Authorization to Release Information to obtain the release form.

  4. d. 

    Store the fully signed consent form in NDRED using the DE CONSENT/DIRECT EXPRESS CONSENT FORM barcode. Upon verification that you electronically stored a legible copy, return the original to the cardholder.

    Do not send Comerica Bank a copy of the executed consent form.

  5. e. 

    Obtain the current passphrase from SeaNet's Consent Process for Comerica/Direct Express Inquiries Page. The FO employee provides this passphrase to Comerica Bank when he or she calls for assistance.

    NOTE: 

    The passphrase is a necessary security measure and changes regularly. The SeaNet site provides the passphrase for the appropriate date range. Never provide this passphrase to the public.

  6. f. 

    Call Comerica Bank's ACH line at 1-800-581-9857 and select option 2.

    The FO employee is required to:

    • Supply his or her name, FO code, and a callback phone number;

    • Provide the current passphrase;

    • Indicate that you secured a signed consent form, completed by the beneficiary, recipient, or representative payee; and

    • Provide the cardholder's identifying information, such as the cardholder's name and account number.

      NOTE: Do not release Comerica Bank’s ACH phone number to the public. Tell members of the public to call the DE customer service. For cards beginning with 533248, direct the cardholder to contact 1-888-741-1115 and for cards beginning with 511563, direct the cardholder to contact 1-866-606-3311.

    If you improperly select option 1, Hang up, call again, and select option 2; you may receive a Comerica Bank representative who is unfamiliar with this process.

    The consent-based process's purpose is to allow one-on-one communication between the FO employee and Comerica Bank. The cardholder cannot be on the call. However, you do not need to leave the presence of the cardholder. You may experience extended wait times on payment dates, especially the first and third of the month.

  7. g. 

    Comerica Bank's representative provides assistance upon successful completion of the security measures in steps GN 02402.007K.3.c. through GN 02402.007K.3.e. in this section.

    Comerica Bank attempts to resolve the request during the initial phone contact, but may need to perform further research to resolve the issue. If Comerica Bank cannot resolve the situation immediately then it will:

    • estimate the projected time they need to research the issue; and

    • ask whether they should respond to you, or directly to the cardholder.

  8. h. 

    If the cardholder had difficulty completing the authentication process when calling independently, ask that Comerica Bank contact you instead of the cardholder. If you need to follow-up with Comerica Bank, the cardholder does not need to be in the FO.

    Do not follow-up with Comerica Bank unless the projected timeframe expired and neither you nor the cardholder received a response. You do not need to track a response to the cardholder. Instead, simply ask the cardholder to follow-up with you if the issue remains unresolved after the projected time.

    Comerica Bank helps to resolve the issue and provides us with DE account information, such as, but not limited to the:

    • balance,

    • transaction history,

    • payment history, and

    • status of card delivery.

      Do not use this process to ask questions about how to do the following:

    • enroll,

    • activate the card,

    • process claims of non-receipt, or

    • move funds between representative payees.

    IMPORTANT: If Comerica Bank gives you information about another person's account, you cannot release the person's PII, including the person's name, to another person. For example, if Comerica Bank tells you that Jane Smith's payment went to Joe Smith's account, you can only tell Jane Smith that her payment did not post to her account. If you tell Jane Smith that her payment went to Joe Smith's account, you are improperly releasing Joe's PII to Jane.

4. Handling requests to revoke consent to speak with Comerica Bank representatives

If a cardholder requests to revoke consent, use CFRMS to view all the consent forms.

If you have a valid consent form, then:

  1. a. 

    print the consent form;

  2. b. 

    write “Consent Revoked on ______ (insert date);” and

  3. c. 

    store the annotated consent form in NDRED using the DE CONSENT/DIRECT EXPRESS CONSENT FORM barcode.

Do not delete revoked consent forms.

J. Death of the beneficiary or recipient holding a DEC

The Direct Express debit card is a single name account. The beneficiary, recipient, or representative payee cannot designate a beneficiary or beneficiaries (for example, joint account holders, spouse, parents, or children). When a cardholder dies, SSA informs Comerica Bank through the Death Notification Entry (DNE) process. For more information, follow Death Notification Entry in GN 02408.605.

Comerica Bank freezes the debit card account and returns payments posted to the account after the date of death to SSA. Funds posted to the account prior to the date of the cardholder's death (residual funds) belong to the deceased estate. If an beneficiary, recipient or representative payee inquires about residual funds, advise him or her to contact Direct Express customer service. For cards beginning with 533248, direct the cardholder to contact 1-888-741-1115 and for cards beginning with 511563, direct the cardholder to contact 1-866-606-3311. Inform the inquirer that the Comerica Bank representatives do not release specific information regarding the deceased cardholders account without state required documentation.

Comerica Bank representatives may require:

  • Letters of probate;

  • Executor of estate papers;

  • Letters of administration; or

  • Letters of testamentary.

Other financial institutions (FI) freeze the debit card account and return payments posted to the account after the date of death when a person attempts to gain access to residual funds in a checking or savings account that does not have a joint account holder name or designated beneficiary

K. Requesting the return of funds that remain on a Direct Express Card

Treasury uses return reason codes to request the return of funds remaining in a beneficiary’s, recipient’s, or representative payee’s account. Comerica Bank, as well as, other financial institutions use return reason codes to document the payment return request and to attain indemnification from legal recourse. Technicians submit one of the following Direct Express return reason code requests:

  • R14 return reason code- Requesting the return of cardholder funds from a deceased or former representative payee's card;

  • R16 return reason code- Requesting the return of funds from erroneously established cards (for example, fraud).

To process Direct Express payment returns expeditiously, FOs access the Dallas Region’s “Direct Express R14/R16 Application” to add return reason code requests. For more information regarding the input of Direct Express return reason code requests, access the Dallas Region’s SharePoint site and view the R14/R16 DirectExpress User Guide.

Comerica Bank returns full payments electronically; these payments post to the MBR/SSR faster than partial payments.

L. Direct Express potential fraud case and fraud alert

Beneficiaries, recipients, and representative payees report unauthorized changes made to their Direct Express debit card accounts. In response, Comerica Bank created a fraud alert field to identify potentially fraudulent requests to change account information. The beneficiary, recipient, representative payee, or SSA technician notifies the Comerica Bank representatives to add the cardholder to its fraud alert field.

M. Flagging Direct Express record of potential fraud

Instruct the reporting beneficiary, recipient, or representative payee to call Direct Express customer service to request that they place a flag on his or her account to prevent potential fraud. For cards beginning with 533248, direct the cardholder to contact 1-888-741-1115 and for cards beginning with 511563, direct the cardholder to contact 1-866-606-3311. Also, provide information on the Direct Deposit Fraud Block (DDFP) eServices block in GN 02402.007Q in this section.

N. Reporting of erroneous enrollment (potential fraud case)

The FO or Teleservice Center (TSC) technician inputs a non-receipt B Stop with the B-stop fraud indicator, completes a “Referral of Potential Violation” e8551, discusses the Direct Deposit Auto-Enrollment Fraud Prevention Block and eServices block, and prepares an R16 request (see GN 04110.010 for e8551 information).

The Dallas Regional Office website maintains a Direct Express troubleshooting guide that includes information on reporting erroneous enrollment.

O. Direct deposit auto-enrollment fraud block

SSA receives beneficiary, recipient, and representative payee reports of unauthorized direct deposit account changes, including Direct Express, through the automated enrollment process. These changes occur when perpetrators obtain personally identifiable information to redirect payments to another financial account in the beneficiary, recipient, or representative payee's names. We now offer protection against potential fraudulent auto-enrollment direct deposit account changes, including unauthorized changes with Direct Express cardholders. Offer the direct deposit auto-enrollment fraud prevention (DDFP) block and the eServices block to beneficiaries, recipients, and representative payees who contact the FO or N8NN to discuss fraud.

To process a DDFP fraud block see GN 02402.023.

Once the beneficiary, recipient, or representative payee authorizes the DDFP block, instruct him or her to visit the FO to remove the block or change direct deposit information and to change the address.

P. Beneficiary or representative payee requests a DEC but receives a paper check

The following instructs FO technicians to handle inquiries where the beneficiary, recipient, or representative payee enrolled into Direct Express, but continues to receive paper check payments.

N8NN technicians receiving these inquiries, refer to TC 16001.070B.

1. First Contact with the beneficiary, recipient or representative payee

  1. a. 

    If the MBR contains the RTN (072413133) and DAN (533248000XXXXXXXX), The FO technicians complete the actions listed in GN 02402.007I.3. in this section.

  2. b. 

    If the MBR contains the RTN (072413133) but shows DIRECT EXPRESS in the DAN field, wait until the Future Bank Data Activation Date (FBDAD) is greater than 15 business days old. 

  3. c. 

    If the date of contact (today’s date) is:

  • less than 15 business days from the FBDAD, take no action. Advise the beneficiary or rep payee that the DE request should process automatically within 15 business days from the date shown in the FBDAD field.

  • greater than 15 business days from the FBDAD, send a 2560HP Modernized Development Worksheet (MDW) to the Payment Center (PC) stating: “Please refer this case to DCO OPSOS DIRECT EXPRESS mailbox with the following information:

STUCK CASE

(Claimant’s Name)

(CAN)

(BIC)

(BOAN)

(Future Bank Data Activation Date-FBDAD)

  • If the MBR does not contain the RTN (072413133) or DAN (533248000XXXXXXXX), confirm that the beneficiary or representative payee wants to enroll in DE and process the request per MS T2PE 003.002 or SM 00842.046.

2. Second contact with the beneficiary, recipient, or representative payee

  1. a. 

    If you receive a follow-up inquiry, check the MBR to see if the DAN (533248000XXXXXXXX) posted to the record. If the DAN posted, advise the beneficiary or representative payee that his or her DE processed. He or she should receive the card in two to three weeks.

  2. b. 

    If the DAN did not post to the MBR (DAN shows DIRECT EXPRESS), check the MDW to see if the PC processed the MDW. If the MDW is pending, the FO follows up with the PC per instructions in GN 01070.440.

  3. c. 

    If the PC did process the MDW, and the DAN shows DIRECT EXPRESS, check for removal of the FBDAD field. The MBR should update within two to three days of FBDAD removal.

3. PC instructions

  1. a. 

    If you receive an MDW requesting an action to e-mail DCO OPSOS DAPS DIRECT EXPRESS

    mailbox, verify the beneficiary, recipient, or representative payee name, CAN, BIC, BOAN, and Future Bank Data Activation Date and send information to email address “^DCO OPSOS DAPS DIRECT EXPRESS.” OPSOS will send your case to Office of IT Business Support (OITEBS) to resolve the stuck case. Once ORSIS determines the necessary action, OPSOS sends the action to the PC of jurisdiction to input.

  2. b. 

    Use MACADE to process the request when you receive the action to input; do not use POS. The subsequent re-enrollment does not process correctly if you use POS to process the request; although it may appear that POS properly removed the bank data,. 

    Follow the detailed instructions:

  3. c. 

    On Day 1, remove FUT BANK data by entering FBD# in the DAN field on the PNA screen in MACADE.

  4. d. 

    On Day 2, after the action processes to remove the FUT BANK data, enter the following data on the PNA screen to resubmit the enrollment:

    • RTN of 07241313,

    • CDC of 3,

    • DPC of C, and

    • DAN provided by ORSIS.

Q. References

  • GN 00603.025 Dedicated Accounts for Disabled/Blind SSI Recipients Under Age 18

  • GN 00605.085 How to Handle Non-Responder (Third Alert) Cases

  • GN 02402.001 Direct Deposit as a Form of Electronic Payment

  • GN 02402.005 Direct Deposit Information for All Types of Interviews

  • GN 02402.023 Direct Deposit Fraud Prevention Policy

  • GN 02402.106 Automated Enrollment

  • GN 02406.008 Nonreceipt of a Direct Express Card Payment

  • MS T2PE 003.002 POS Address/Direct Deposit/Phone (PEAD)

  • SM 00842.046 Name and Address Data (PNA)


To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0202402007
GN 02402.007 - Direct Express Debit Card Program - 08/07/2019
Batch run: 08/07/2019
Rev:08/07/2019