TN 109 (08-18)

GN 02402.095 Questions from Financial Institutions (FIs)

For general operating instructions about direct deposit and related topics, FIs have the Department of the Treasury's (Treasury) Green Book, which is online at An FI or field office (FO) may obtain a copy by downloading it from the website.

If the FI contacts SSA with questions concerning direct deposit, determine who should reply and direct the inquiry to the appropriate agency.

A. Procedure for answering FI questions

When we receive inquiries from the FI, the technicians must first decide if they can respond to them. Technicians should determine how to respond to certain questions from FIs by following the procedure below.

1. FI questions under our jurisdiction

Ask the FI to call the special staff at the Mid Atlantic Program Service Center (MATPSC), at 215-597-1134, for help with any of the following issues:

  • Automated enrollment (called ENR or Quick$tart), a direct deposit enrollment transmitted from the FI directly to our systems. For more information, see GN 02402.106 Automated Enrollment;

  • Notification of Change (NOC), a change in the type of account, routing number, or depositor’s account number that does not involve a different account. For more information about NOC, see GN 02402.105 Correcting RTNs and/or DANs;

  • Prenotification (Prenote), a notice that we will soon begin sending payments to the account;

  • Death Notification Entry (DNE), a notice of the beneficiary’s death sent by us to the FI to which the beneficiary’s direct deposit payments have been going. For more information, see GN 02408.605;

  • Payment returned by the FI (unless you requested the return); or

  • Reclamation, unless you initiated the reclamation or Abandon Reclamation Request. For more information about reclamations, see GN 02408.301 to GN 02408.800.

If the FI calls with questions concerning individual accounts, the technicians in the FO, TSC or PSC will respond appropriately.

2. FI questions under Treasury jurisdiction

Listed below are some subjects that require a response from Treasury analysts. Keep in mind this list is not all-inclusive.

  • Nonreceipt of the payment file on the day before the payment date,

  • Supplies of the SF 1199A,

  • Direct deposit of another agency's payments,

  • FI liability,

  • Payment record formats,

  • Payment schedules,

  • Returns,

  • Stop payment,

  • Substitute payment, and

  • Use of the FMS 233 by other agencies.

Advise the FI to contact the Philadelphia Regional Finance Center at (855) 868-0151 for assistance.

3. FI questions under Federal Reserve Bank (FRB) jurisdiction

Refer the FI to its servicing FRB to report changes in:

  • Routing number, or

  • FI address.

A map of FRB districts is at

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GN 02402.095 - Questions from Financial Institutions (FIs) - 11/04/2010
Batch run: 01/29/2024