FO personnel and 800 Number Agents can resolve most questions with a general explanation.
Consider the benefit statement to be correct unless the:
amount in Box 5 is incorrect; or
amount(s) allocated for previous years are incorrect.
If you cannot resolve the question with a general explanation, get a PHUS query (PHU1
or PHU2). Review the transaction history with the beneficiary. If you still cannot
resolve the question, refer the case to the PSC (see GN 05002.046B.2. for how to refer).
NOTE: You do not need to refer the issue to the PSC if the beneficiary understands your
explanation but remains dissatisfied with your response.