TN 163 (05-20)

GN 02402.023 Direct Deposit Fraud Prevention Policy

A. Direct Deposit Fraud Prevention (DDFP) background

SSA receives reports of unauthorized direct deposit and address changes occurring through multiple channels including:

  • financial institutions’ (FI) automated enrollment (ENR) process ; and

  • the my Social Security website’s Direct Deposit (DD) and change of address (COA) functions.

For more information on ENR and the my Social Security DD and COA applications, see GN 02402.106 and OA 00101.040A.

These direct deposit and address changes often occur when perpetrators obtain enough personally identifiable information (PII) to redirect benefit payments to another financial account in the name of a:

  • Title II beneficiary,

  • Title XVI recipient, or

  • representative payee (rep payee).

As a result of unauthorized changes, beneficiaries, recipients, and rep payees report nonreceipt of their benefits and payments. (See GN 02406.003)

B. Purpose of DDFP block

To protect Title II beneficiaries and Title XVI recipients against unauthorized DD or COA update, SSA developed the DDFP block web application. Technicians use the Intranet Main Menu (iMain) to gain access to the Direct Deposit Auto-Enrollment Fraud Prevention block application. The DDFP block prevents DD ENR updates, as well as, DD and COA updates through my Social Security from updating to customers’ records.

A beneficiary, recipient, or representative payee may request a DDFP block for one of two reasons: due to alleged fraud or as a preventive measure. Establishing a DDFP block, due to alleged fraud, involves a beneficiary’s, recipient’s, or representative payee’s allegation of nonreceipt of benefits resulting from an unauthorized direct deposit change or redirected payment. Establishing a DDFP block, as a preventive measure, results from a beneficiary’s, recipient’s, or representative payee’s request to protect his or her account against unauthorized DD or COA updates.

NOTE: 

Establishing the DDFP block due either to alleged fraud or as a preventive measure has the same systems functionality.

In addition to the Preventive Measure and Fraud Alleged DDFP block options, a third option of “Agency-Initiated” is available, only for members of the Office of Anti-Fraud Programs (OAFP) Division of Inquiries and Adjudications (DIA) team.

C. FO and N8NN technicians establishing the DDFP block

The field office (FO) and National 800 Number Network (N8NN) technicians should inform beneficiaries, recipients, and representative payees of the DDFP block and offer it to them when the technician suspects fraud, or the customer reports alleged fraud during a visit to the FO or during a telephone interview.

1. Identify the reason to establish a DDFP block

When beneficiaries, recipients, or representative payees call or visit the FO or call the N8NN to establish a DDFP block, the technician will identify the request as due to alleged fraud or as a preventive measure. A review of a beneficiary’s, recipient’s, and representative payee’s SSA records with him or her will indicate if there have been any recent unauthorized address, phone, or direct deposit changes.

NOTE: 

When a beneficiary, recipient, or representative payee claims nonreceipt and his or her record reflects redirection of payments, follow nonreceipt procedures in GN 02406.007.

2. Provide information on the DDFP block

Before adding the DDFP block to the record, explain to the beneficiary, recipient, or representative payee the implications of adding a DDFP block to his or her account and the potential for future FO visits.

Explain that a DDFP block will:

  • Become effective the date of input;

  • apply to all benefit payments (Title II and Title XVI);

  • prevent all changes to DD information on the record through a financial institution or enrolling in Direct Express;

  • prevent all changes to DD information on the record through the N8NN;

  • allow payments to continue at the financial institution currently on record; and

  • prevent Title II beneficiaries from changing DD and address information via my Social Security. The DDFP block will not prevent Title II beneficiaries and Title XVI recipients from accessing their my Social Security account or from viewing their current DD and address information.

  • Require him or her to visit an FO for the following:

    1. a. 

      To make changes to DD. The DDFP block will not prevent the FO from making DD changes except for Direct Express.

    2. b. 

      To Enroll in Direct Express. The FO can still request a Direct Express enrollment, the DDFP block will prevent the enrollment from fully processing. When a DDFP block exists and the beneficiary, recipient, or rep payee requests Direct Express enrollment, see GN 02402.023H in this section.

    3. c. 

      To establish a COA.

    4. d. 

      To remove the DDFP block.

In the extenuating circumstances where a beneficiary, recipient, or representative payee specifically asks about an exception from having to enter the FO (or states that, for a legitimate reason, they cannot come into the FO), see GN 02402.023I in this section.

IMPORTANT: If an e-Service block exists on the record, this will block my Social Security access, including the beneficiary, recipient, or representative payee’s ability to view DD and address information. Representative payees may not access a beneficiary’s or recipient’s my Social Security account whether or not an e-Service block exists. For e-Service block information, see OA 00220.070. The requester will have to remove the e-Service block for beneficiaries and recipients to regain my Social Security DD and COA functions. For e-Service block removal information, see OA 00220.075 and OA 00205.015C.4.

3. Verify identity for establishing a DDFP block

The following provides instructions on how to identify a beneficiary, recipient, or representative payee when he or she requests a DDFP block for preventive or alleged fraud reasons.

a. Identification requirements for DDFP block requests

IMPORTANT: If during the course of the interview you determine possible fraud, follow the fraud identification instructions in GN 02402.023J. in this section.

  • Technicians follow RM 10210.420 to verify beneficiaries, recipients, or representative payees identity when he or she requests a DDFP block when visiting the FO. Follow verification procedures for beneficiaries and recipients in GN 03380.005B.1. and representative payee procedures in GN 03380.010B.1. If he or she is unable to confirm his or her current address, see GN 02402.023D.3.b. in this section labeled “Identification requirements for DDFP block requests.” If you are able to verify the beneficiary’s, recipient’s, or rep payee’s identity, per the references listed above, follow the numbered steps in this section.

  • When the FO or N8NN receives a phone call request, verify the beneficiary’s or recipient’s identity through proper telephone verification procedures in GN 03380.005B.2 (FO) and TC 01005.030 (N8NN). If the caller is a rep payee, verify his or her identity through procedures in GN 03380.010B.2. (FO) and TC 01005.030 (N8NN). If you are not able to verify the caller’s identity, per the references listed above, do not add the DDFP block. The caller must visit the FO to add the DDFP block. Offer to add an e-Service block on his or her record. For e-Service block information, see OA 00220.070. If you are able to verify the caller’s identity, take the following steps.

  1. 1. 

    Verify the caller’s routing transit number (RTN) and depositor account number (DAN). If you are able to verify the caller’s RTN and DAN, go to GN 02402.023D.4. to add the DDFP block. If unable to verify the RTN and DAN, go onto step 2.

  2. 2. 

    Request the FI name (e.g., ABC Bank) shown on our records and three additional items of information from the record, such as, but not limited to, the beneficiary’s or recipient’s:

    • Mother’s maiden name,

    • Father’s first name, and

    • Last monthly payment amount (with or without the Medicare premium deduction).

    If you are able to verify the current financial institution (FI) name and three additional items of information from the record, go to GN 02402.023D.4. to add the DDFP block. If you are unable to verify the current FI name and three additional items of information from the record, go to step 3.

    NOTE: 

    If he or she mistakenly states a prepaid card product name in place of an FI name (e.g. Direct Express Card, Rush Card, Money Clip Prepaid Visa), inform him or her that the FI name is located on back of the prepaid card.

    The caller must visit the FO to add the DDFP block. Offer to add an e-Service block on his or her record. For e-Service block information, see OA 00220.070.

b. Verify the beneficiary, recipient, or representative payee’s identity

  1. 1. 

    Verify the beneficiary’s, recipient’s, or representative payee’s identity when entering the FO through acceptable identification (ID) documents described in RM 10210.420. (Follow verification procedures for beneficiaries and recipients in GN 03380.005B.1. and rep payees procedures in GN 03380.010B.1.) In addition, the requestor will need to verify his or her DD information, which includes the routing transit number (RTN) and depositor account number (DAN).

    If you verified the identity of the beneficiary, recipient, or representative payee, go to GN 02402.023D.4. to add the DDFP block.

    If you were unable to verify his or her identity, follow the numbered steps in GN 02402.023D.3.b. in this section.

  2. 2. 

    If the N8NN or FO technician receives a phone call request to add a DDFP block, verify the beneficiary’s or recipient’s identity through following proper telephone verification procedures in TC 01005.030 (N8NN) and GN 03380.005B.2. (FO). If the caller is a representative payee, verify his or her identity through procedures in TC 01005.030 (N8NN) and GN 03380.010B.2. (FO). If you are able to verify the caller’s identity, with or without confirming his or her current home address information, follow the numbered steps in GN 02402.023D.3.b. in this section. If you are unable to confirm at least the caller’s name, SSN, date of birth, place of birth, current or prior address (address information prior to unauthorized changes) and one form of identification from the record, do not process a DDFP block.

    If you are unable to verify these identification requirements, go to step 6 in GN 02402.023D.3.c. in this section.

    NOTE: 

    Individuals with a representative payee may not place or remove DDFP blocks. Their representative payee may place or remove DDFP blocks for them.

  3. 3. 

    The technician processes a nonreceipt. For information on how to process an allegation of nonreceipt of direct deposit, see GN 02406.007.

c. Unable to verify the beneficiary, recipient, or representative payee’s identity

  1. 1. 

    Ask the beneficiary, recipient, or representative payee to provide his or her DD and address information that he or she should have on file. If you are unable to verify the caller’s RTN, DAN, or address with the information presently on the Master Beneficiary Record (MBR) or Supplemental Security Record (SSR), inform him or her that the information does not match our current records.

  2. 2. 

    Identify the date(s) of the suspected unauthorized changes by researching the caller’s historical records using various queries (e.g., MBR, SSR, Customer Service Record Query (CSRQ)).

  3. 3. 

    Verify the DD and address information used prior to the unauthorized account changes. If the beneficiary, recipient, or representative payee can provide DD and address information used prior to the unauthorized account change, restore the caller’s record; proceed to GN 02402.023H in this section. After restoring the record, process a DDFP block; and proceed to GN 02402.023D.4. in this section. If the beneficiary, recipient, or representative payee is able to provide his or her current or prior address, but is unable to provide current or prior RTN and DAN information, continue to step 4.

    If the beneficiary, recipient, or rep payee is unable to provide the current or prior address, proceed to step 6.

  4. 4. 

    If the beneficiary, recipient, or representative payee is unable to provide the prior RTN and DAN information, but is able to provide his or her current or prior address information, request the FI name (e.g., ABC Bank) prior to the unauthorized change. If they can supply this information, proceed to Step 5.

    NOTE: 

    If he or she mistakenly states a prepaid card product when requesting the FI name, instruct the beneficiary, recipient, or representative payee to look on the back of his or her prepaid card for the sponsoring FI name (Comerica Bank, Bank of America, MetaBank). If he or she is able to provide the FI name, proceed to Step 5. If the beneficiary, recipient, or rep payee is unable to provide the FI name prior to the unauthorized change, even if he or she does not have access to the prepaid card (i.e., stolen card), urge him or her to visit the local FO so we can correct the record, complete a nonreceipt, and place the DDFP block. Go to step 6.

  5. 5. 

    If the beneficiary, recipient, or representative payee is unable to provide the exact prior account information (e.g., full account number), but is still able to provide you with the correct FI name then ask for three additional items of information from the record, such as, but not limited to, the beneficiary’s or recipient’s:

    • mother’s maiden name,

    • father’s first name, and

    • last monthly payment amount (with or without the Medicare premium deduction).

    If the beneficiary, recipient, or representative payee is able to verify the three additional items of information from the record, restore the record prior to the unauthorized changes. For instructions on how to restore his or her record, see GN 02402.023H in this section. After restoring the record, proceed to GN 02402.023D.4. in this section to process a DDFP block. If you were unable to verify the items listed in this step, continue to Step 6.

  6. 6. 

    If the beneficiary, recipient, or representative payee is unable to provide the current or prior address information or the current or prior FI name, urge him or her to visit his or her local FO, so we can correct the record, complete a nonreceipt, and place the DDFP block. Complete theAllegation Referral Intake System (ARIS) and offer to add the e-Service block on his or her record. For e-Service block information, see OA 00220.070. If the technician suspects the caller is a fraudster, please see GN 02402.023J. in this section.

4. Process the DDFP block

The following FO and N8NN technician instructions are for:

  • adding a DDFP block for beneficiaries, recipients, or rep payees calling or visiting the FO,

  • calls to the N8NN requesting a DDFP block due to preventive measures, or claiming alleged fraud, or

  • discovering unauthorized DD and address changes when reviewing the record.

Please follow one of the three applicable scenarios.

If the:

  • record did not require pre-fraud restoration, did not have any pending unauthorized future changes, or if the beneficiary, recipient, or representative payee requests a Preventive Measure block, follow GN 02402.023D.4.a. in this section;

  • record required pre-fraud restoration, query the Future POS Address/Direct Deposit/Phone (PEAF) screen located within the Post-Entitlement Online System to see if any future unauthorized address or DD changes are pending. If there are no pending future items on the record, follow GN 02402.023D.4.b. in this section.

  • pending future items exist on the record and the technician did not restore the beneficiary’s, recipient’s, or representative payee’s record, query the PEAF screen located within the Post-Entitlement Online System to see if any future address or DD changes are pending. If pending items exist on file, ask the beneficiary, recipient, or representative payee to confirm the pending information. If he or she did not request the future change, cancel the future pending items and follow GN 02402.023D.4.b. in this section. If he or she did request the future pending change, leave the changes in place.

    NOTE: 

    Technicians may also go into DDFP and review the pending warning to find the pending future transactions (See in MS 07701.005). If there is pending future transactions, technicians should continue with normal instructions for adding the DDFP.

NOTE: 

The DDFP block has a third option of “Agency-Initiated,” available only for members of OAFP DIA team. FO and N8NN technicians should only choose either “Preventive Measure” or “Fraud Alleged” when adding a DDFP block.

a. Preventive measures DDFP block process

Technicians process preventive measure DDFP blocks when a beneficiary, recipient, or representative payee requests a block to protect his or her account against unauthorized direct deposit or address changes and when his or her account does not reflect unauthorized account changes. Use the following instructions for placing a DDFP block:

  1. 1. 

    Verify if the beneficiary, recipient, or representative payee has an active DDFP block on the record. Query the beneficiary’s or recipient’s Social Security record using the CSRQ. If an active block does not exist, follow MSOM INTRANETDDBLOCK 001.004. If the beneficiary, recipient, or representative payee was unaware that a DDFP block existed on the record and wants to establish a block for preventive reasons, you do not need to take further action. If the beneficiary, recipient, or representative payee does not have an active block and requests a block , then proceed to the following step.

  2. 2. 

    Access iMain’s “Direct Deposit Auto-Enrollment Fraud Prevention,” as explained in MSOM INTRANETDDBLOCK 001.001 through MSOM INTRANETDDBLOCK 001.008, and select the applicable contact method from the “Contact Method” drop box menu. Once you select the applicable contact method, select “Preventive Measure” to establish a DDFP block.

  3. 3. 

    Once the technician establishes the block, the “Direct Deposit Auto-Enrollment Fraud Prevention” application offers an option to print the notice locally or centrally. Once the technician selects the applicable printing option, the application triggers an automated start block notice with the beneficiary’s, recipient’s, or representative payee’s information. The notice is automatically stored in the On-line Retrieval System (ORS).

    Print and provide the notice as follows.

    1. a. 

      For face-to-face in office visits, the technician prints the notice locally and hands it to the beneficiary, recipient, or representative payee.

    2. b. 

      For phone calls, the technician chooses the option to print the notice centrally to mail the notice to the address on file.

  4. 4. 

    Offer to add an e-Service block using Registration and Customer Support (RCS) as explained in OA 00220.070. Explain to the beneficiary, recipient, or representative payee that the e-Service block prevents everyone, including themselves, from seeing or changing their personal information on the Internet. Once we add the e-Service block, he or she will need to visit the FO to request removal of the block.

    NOTE: 

    When the technician establishes a DDFP Block, an alert automatically propagates to the following systems

    • Post-Entitlement Online System (POS),

    • Modernized Supplemental Security Income Claims System (MSSICS),

    • Customer Help and Information Program (CHIP),

    • Customer Service Record (CSR),

    • ·Manual Adjustment Credit and Award Data Entry (MACADE), and

    • ·ePath.

    The alert displays “DIR DEP FRAUD BLOCK-DIR DEP AND COA REQUESTS SHOULD BE MADE IN FO

b. Fraud alleged DDFP block process

Process a fraud alleged DDFP block when a beneficiary, recipient, or representative payee requests a block due to allegation of nonreceipt or if you discover unauthorized direct deposit or address changes through the ID verification process.

Use the following instructions to place a DDFP block.

  1. 1. 

    If the beneficiary, recipient’s, or representative payee’s address information were updated to its pre-fraud state, verify the update to ensure correct posting to the MBR or SSR prior to processing the DDFP block. If the beneficiary’s, recipient’s, or representative payee’s address information was properly updated, proceed to Step 2.

    If address information is not updated, check the following day for updates. If unauthorized pending items exist on the record or if the beneficiary, recipient, or representative payee claims alleged fraud, proceed to Step 2.

  2. 2. 

    Access iMain’s “Direct Deposit Auto-Enrollment Fraud Prevention,” as explained in MSOM INTRANETDDBLOCK 001.001 through MSOM INTRANETDDBLOCK 001.008 and select the applicable contact method from the “Contact Method” drop box menu.

    Selecting the applicable contact method and select “Fraud Alleged” to establish a DDFP block. Complete theARIS and submit the report.

    In Section II, select “ID THEFT – BANK FRAUD” as the allegation, and in section V (A), provide the description of the “Direct Deposit Fraud.”

  3. 3. 

    Once you establish the block, the Direct Deposit Auto-Enrollment Fraud Prevention application offers an option to print the notice locally or centrally. Select the applicable printing option and the application triggers an automated start block notice with the beneficiary’s, recipient’s, or representative payee’s information. The notice is automatically stored in the On-line Retrieval System (ORS). Print and provide the notice as follows.

    • For face-to-face office visits not involving restoring the beneficiary’s, recipient’s, or representative payee’s address information, print the notice locally and hand it to the beneficiary, recipient, or representative payee.

    • For phone calls not involving restoring the beneficiary’s, recipient’s, or representative payee’s address information, print the notice centrally and inform the caller that he or she will receive a “Start Block Notice” in the mail.

    • For face-to-face office visits and phone calls involving restoring the beneficiary’s, recipient’s, or representative payee’s address information, print the notice centrally once the record updates. Inform the beneficiary, recipient, or representative payee that he or she will receive a “Start Block Notice” in the mail. The following business day, access the beneficiary’s, recipient’s, or representative payee’s record to confirm address updates were posted to the record. Once confirming these updates, reassess the DDFP fraud block print screen and print the notice centrally.

  4. 4. 

    Offer to add an e-Service block using Registration and Customer Support (RCS) as explained in OA 00220.070. Explain to the beneficiary, recipient, or representative payee that the e-Service block prevents everyone, including themselves, from seeing or changing their personal information on the Internet. Once we add the e-Service block, he or she will need to visit the FO to request removal of the block.

    NOTE: 

    When you establish a DDFP Block, an alert automatically propagates to the following systems:

    • Post-Entitlement Online System (POS),

    • Modernized Supplemental Security Income Claims System (MSSICS),

    • Customer Help and Information Program (CHIP),

    • Customer Service Record (CSR),

    • Manual Adjustment Credit and Award Data Entry (MACADE), and

    • ePath.

    The alert displays “DIR DEP FRAUD BLOCK-DIR DEP AND COA REQUESTS SHOULD BE MADE IN FO

c. Handling alerts of future pending direct deposit and address changes

While accessing iMain’s “Direct Deposit Auto-Enrollment Fraud Prevention” application and adding a DDFP block to the record, the technician receives an alert of existing future pending DD or address changes to the record (see as explained in MS INTRANETDDBLOCK 001.001 through MS INTRANETDDBLOCK 001.008 ).

If an alert is present, the technician reviews the pending direct deposit data with the beneficiary, recipient, or representative payee to determine if you should accept or cancel the pending change. Process the acceptance or cancellation through the iMain by selecting the corresponding radio button. After you select a button, proceed to add the block to the record.

D. FO - remove the DDFP block

The beneficiary, recipient, or representative payee must visit his or her local FO to have the DDFP block removed. When a caller calls the FO or N8NN to request the DDFP block removed, refer the caller to his or her local FO to process the request. If the caller claims extenuating circumstances inhibiting his or her ability to visit the FO, refer to GN 02402.023I.in this section.

1. Provide information on DDFP block removal

When the beneficiary, recipient, or representative payee visits the FO to request removal of the DDFP block, explain to him or her that removal of the DDFP block will:

  1. a. 

    Become effective the date of input;

  2. b. 

    Apply to all SSA payments (Title II and Title XVI);

  3. c. 

    Allow payments to continue at the financial institution currently on record;

  4. d. 

    Allow DD changes through a financial institution, COA, or enrollment in Direct Express without visiting an FO; and

  5. e. 

    Grant access and use of the mySocial Security DD and COA functions.

IMPORTANT: If an e-Service block exists on the record, beneficiaries and recipients will be unable to access their personal information electronically, via mySocial Security. Representative payees may not access a beneficiary’s or recipient’s mySocial Security account whether or not an e-Service block exists. For e-Service block information, see OA 00220.070. The requester will have to remove the e-Service block for beneficiaries and recipients to regain my Social Security DD and COA functions. For information on removing an e-Service block, see OA 00220.075.

2. Process the DDFP block removal

When the FO technician initiates a DDFP block removal, he or she will take the following actions.

  • Verify the beneficiary’s, recipient’s, or representative payee’s identity through acceptable ID documents described in RM 10210.420. In addition, follow verification procedures in GN 03380.005B.1. for beneficiaries and recipients and GN 03380.010B.1. for representative payees. FO technicians receiving a DDFP block removal request via phone should instruct the caller to visit his or her local FO. If the caller is unable to reach the FO due to extenuating circumstances, see GN 02402.023I in this section.

  • Verify if the beneficiary, recipient, or representative payee has an active block on the record. Query the beneficiary’s or recipient’s Social Security record through CSRQ.

  • Access the “Direct Deposit Auto-Enrollment Fraud Prevention” application via iMain as explained in MSOM INTRANETDDBLOCK 001.001.

  • Once you remove the block, the Direct Deposit Auto-Enrollment Fraud Prevention application offers an option to print the notice locally or centrally. After the technician selects the applicable printing option, the application triggers an automated block removal notice with the beneficiary’s, recipient’s, or representative payee’s information. The application stores the filled notice in ORS. Print and provide the notice as follows:

    1. a. 

      For face-to-face office visits, choose the option to print the notice locally and hand it to the beneficiary, recipient, or representative payee.

    2. b. 

      For phone calls (extenuating circumstances only), the technician chooses the option to print the notice centrally to mail the notice to the address on file.

E. N8NN - receive requests to remove direct deposit fraud blocks

If a caller requests removal of a DDFP block, instruct the caller to visit his or her local FO. If the caller indicates he or she is unable to report to the FO due to extenuating circumstances, take the following steps and proceed to GN 02402.023.I in this section.

 

  • Write down the caller’s name, SSN, and telephone number shown on our records.

  • Provide the information to a supervisor.

The N8NN supervisor will contact the FO manager and ask him or her to recontact the caller.

  • Advise the caller that a manager from the local Social Security office will contact him or her to assist with the DDFP block removal.

F. Program Service Center instructions to add or remove direct deposit fraud blocks

The program service center (PSC) may not add or remove a DDFP block. If the beneficiary, recipient, or representative payee requests a DD change or a COA and an MBR special message, or SSR remark indicates a DDFP block, refer the requests to his or her local FO to process the change.

G. Restore account information and prevent future unauthorized account changes

After reviewing SSA records with the beneficiary, recipient, or representative payee for potential unauthorized changes to his or her account and any pending inaccurate account changes, take the following steps to restore Title II and Title XVI records with its correct information.

NOTE: 

FO technicians may update the caller’s record to a new RTN and DAN if requested and the caller is able to provide the prior RTN and DAN information listed on the record.

N8NN technicians can only restore pre-fraud information from a caller's request and must follow instructions in TC 16001.025B. If the caller refuses to update his or her account to his or her pre-fraud state and he or she insists on new depository account information and is unable to provide the correct pre-fraud RTN and DAN, offer the caller an e-Service block and process a nonreceipt. For e-service block information, see OA 00220.070. If nonreceipt procedures have not already been performed, see TC 25001.040.

1. Title II beneficiaries (non-Direct Express cardholder)

To restore the record to its pre-fraud state, FO technicians should access POS using the POS selection list (PESL) and N8NN technicians should use CHIP to update the direct deposit or change of address data. For more information on correcting Title II account information (i.e., corrections to direct deposit, address, and phone number information), see MSOM T2PE 003.002.

NOTE: Before updating the data with new information, review the future events section of the PEAD screen. If a future address or direct deposit change is pending, the Add/Review Future Events field propagates with a “Y.” The PEAF screen shows the future address or direct deposit information. If the beneficiary or representative payee confirms the information on the PEAF screen is incorrect, take action to correct these unauthorized changes. For more information on correcting future account information (i.e., corrections to direct deposit address and phone number information).

2. Title XVI Recipients (non-Direct Express cardholder)

To restore the record to its pre-fraud state, FO technicians should access the Supplemental Security Record (SSR). For more information on correcting account information (i.e., corrections to direct deposit, address, and phone number information), see MS 08108.001.

3. Direct Express cardholder

To restore a Direct Express account to its pre-fraud state, the beneficiary or recipient has one of two options. The beneficiary or recipient may contact Treasury’s Direct Express phone line at 1-888-741-1115 for DE card numbers beginning with 533248, and DE card numbers beginning with 511563 should call 1-866-606-3311 to re-enroll into Direct Express or he or she may visit the FO to restore the record via the consent-based process. For more information on the consent based process, see subsection GN 02402.007L.

H. FO temporary removal of the DDFP block to allow Direct Express enrollment or address updates

FO technicians may temporarily remove existing DDFP blocks to process Direct Express enrollment or address updates with visiting beneficiaries, recipients, or representative payees. If the technician receives a phone call request for a temporary removal and states he or she is unable to reach the FO, see GN 02402.023I in this section.

Requests for Direct Express enrollment or address updates occur through auto-enrollment. The DDFP block prevents Direct Express enrollment and address updates even when SSA initiates the request. Inform the beneficiary, recipient, or representative payee that we will temporarily remove the DDFP block to process the Direct Express enrollment.

Perform the following steps for Direct Express enrollment or address updates when a DDFP block exists.

  • Once the requesting beneficiary, recipient, or representative payee consents, follow GN 02402.023E in this section.

  • Input a Direct Express enrollment through applicable procedures as identified in GN 02402.007I.1. and GN 02402.007I.2.

  • Place a 15 business day tickle on the Modernized Development Worksheet. Verify the enrollment status, and follow the applicable procedure.

    1. a. 

      If the Direct Express enrollment processed, add the DDFP block back to the record.

    2. b. 

      At the 15th business day, if the initial Direct Express enrollment did not process, tickle again until it processes. Do not add the block back to the record until the Direct Express enrollment processes. If the Direct Express enrollment did not process after the second tickle, research the delayed Direct Express enrollment and submit a second enrollment if not resolved. For applicable Direct Express enrollment procedures, see GN 02402.007I.1. and GN 02402.007I.2. In rare instances, the beneficiary, recipient, or representative payee will receive paper checks even though he or she enrolled into Direct Express and the enrollment status reflects as active on the Direct Express website. Request for payment center assistance as indicated in subsection GN 02402.007T.4. for resolving “stuck” Direct Express enrollments.

NOTE: 

Do not process a DDFP block and a Direct Express enrollment request at the same time because a DDFP block will prevent the enrollment from updating to the record.

I. Extenuating circumstances when in-office visit is not possible

In situations where the caller is unable to travel to the FO to process a DDFP block removal, to enroll into Direct Express, or to update DD or address information, an N8NN manager will complete the interview by phone. The FO manager will also take action to complete any necessary inputs, as well as prepare the SSA-5002.

J. Identifying and handling suspicious Direct Deposit and Direct Express requests

When unable to properly identify the caller and you suspect the caller is not the beneficiary, recipient, or representative payee he or she claims to be, it may be possible that the caller is attempting to commit fraud. Follow the instructions below to identify fraudsters and to take responsive actions.

  1. 1. 

    Identify verbal cues that seem suspicious prior to proceeding to obtaining further information. Here are two examples that present conflicting verbal cues from the caller and the profile outlined on our records:

    1. a. 

      The caller fumbles over information to verify his or her identity.

    2. b. 

      The caller’s voice does not resemble the age or sex of the beneficiary, recipient, or representative payee we have on record (e.g., the voice sounds very young, yet the record reflects the beneficiary, recipient, or representative payee is 80; the voice sounds masculine, yet the record reflects the beneficiary, recipient, or representative payee is a female).

  2. 2. 

    If the verbal cues lead the technician to believe the caller is a fraudster, obtain the following information, without alerting the fraudster.

    • Name,

    • Social Security number (SSN) or claim number,

    • Current address on record or routing transit number (RTN), and depositor account number (DAN), and account type (i.e. checking or savings) if present on record,

    • New RTN, DAN, and account type given to you by the caller or a description of the caller’s intent to request enrollment in Direct Express, and

    • Telephone number

  3. 3. 

    End the call. Do not input the direct deposit or Direct Express request and do not add the DDFP block.

  4. 4. 

    Call the beneficiary, recipient, or representative payee’s phone number we have on file between 8 A.M. to 7 P.M.. to confirm the identity of the previous caller was the actual beneficiary, recipient, or representative payee. Do not use the telephone number on the tele-set of a telephone number that the caller may have provided. If the callback was unsuccessful, send a message (Title II and Title XVI non-MSSICS) or DW01 (MSSICS) explaining the information provided during the initial phone call.

  5. 5. 

    If the callback was successful, inform the beneficiary, recipient, or representative payee that you are calling to confirm he or she submitted the request.

    1. a. 

      If the caller states that he or she did contact the agency, verify the caller’s identity using GN 02402.025B.1. (FO) or TC 16001.020B (N8NN). If the technician successfully verifies the identity, of the caller, process the direct deposit or Direct Express request and thank the beneficiary, recipient, or representative payee for his or her assistance. No further action is necessary.

    2. b. 

      If the caller states he or she did not contact the agency, advise the caller of the following:

      • this follow-up call;

      • his or her record was not affected;

      • he or she should not release personal information over the telephone unless he or she is confident about who is calling.

      Discuss the DDFP and e-Service block with the caller following the instructions in GN 02402.023B in this section.

  6. 6. 

    After discussing the DDFP and the e-Service block with the caller, perform one of the two following options.

    1. a. 

      If the caller wants to add a DDFP block or an e-Service block, verify the identity of the caller following the instructions in GN 02402.023B.3.a. and OA 00220.070. Access the “Direct Deposit Auto-Enrollment Fraud Application,” and select “Fraud Alleged” in the “Reason for Block” section. Conclude the call after completing the ARIS.

    2. b. 

      If the caller does not want to add a DDFP block or e-Service block, verify the identity of the caller following the instructions in GN 03380.005B.2 (FO) and TC 01005.030 (N8NN). Add the following Special Message to the MBR and or Remarks on the SSR: “POSS SCAM: Unauthorized DD (insert COA, if appropriate) attempted on mm/dd/yyyy. Bene/recip declined (insert, DDFP and or e-Service blocks, as appropriate)ARIS completed on mm/dd/yyyy.” Conclude the call with completing the ARIS.

K. References

  • GN 02402.106 Automated Enrollment

  • GN 03380.005 Verifying Identity of Persons Making Access Requests

  • GN 02402.007 Direct Express Debit Card Program

  • OA 00101.050 Block All Electronic Access to Online Services

  • OA 00205.015 Other Features of Electronic Access

  • OA 00220.070 Block All Electronic Access to a Customer’s Personal Information Using Registration and Customer Support (RCS)

  • RM 10210.420 Priority List of Acceptable Evidence of Identity Documents

  • TC 24505.010 MySocialSecurity Electronic Access Background and Registration Requirements

  • MSOM INTRANETDDBLOCK 001.001 Direct Deposit Fraud Prevention – Overview

  • MSOM INTRANETDDBLOCK 001.002 Direct Deposit Fraud Prevention – Search (Initial Screen)

  • MSOM INTRANETDDBLOCK 001.003 Direct Deposit Fraud Prevention – Search Response - Client’s SSN Not Found on NUMIDENT

  • MSOM INTRANETDDBLOCK 001.004 Direct Deposit Fraud Prevention – Search Response – Client’s SSN Found On NUMIDENT – Client Is Active - No Block or Block History On the Block Database

  • MSOM INTRANETDDBLOCK 001.005 Direct Deposit Fraud Prevention – Search Response – Client’s SSN Found on NUMIDENT – Client Is Active - No Current Block But Block History on the Block Database

  • MSOM INTRANETDDBLOCK 001.006 Direct Deposit Fraud Prevention – Search Response – Client’s SSN found on NUMIDENT - Current Block on the Block Database

  • MSOM INTRANETDDBLOCK 001.007 Direct Deposit Fraud Prevention – Confirmation Screen – Block Started - Reason for Block is Fraud Alleged

  • MSOM INTRANETDDBLOCK 001.008 Direct Deposit Fraud Prevention – Confirmation – Block Started - Reason for Block Is Preventive Measure or Block Stopped

  • MSOM T2PE 003.010 Future POS Address/Direct Deposit/Phone


To Link to this section - Use this URL:
http://policy.ssa.gov/poms.nsf/lnx/0202402023
GN 02402.023 - Direct Deposit Fraud Prevention Policy - 05/12/2020
Batch run: 05/18/2020
Rev:05/12/2020