Identification Number:
RM 01351 TN 3
Intended Audience:See Transmittal Sheet
Originating Office:DCO OCO OEIO DTPS
Title:Processing Correspondence Inquiries (WBDOC)
Type:POMS Transmittals
Program:All Programs
Link To Reference:
 

PROGRAM OPERATIONS MANUAL SYSTEM
Part RM – Records Maintenance
Chapter 013 – The Social Security Statement, Form SSA-7005-SM
Subchapter 51 – Processing Correspondence Inquiries (WBDOC)
Transmittal No. 3, 01/28/2020

Audience

OEIO/DOC: OSSPA, WBPA;

Originating Component

OCO

Effective Date

Upon Receipt

Background

On February 8, 2016, the Division of Earnings Records Operations (DERO) became a part of the Division of Earnings & Business Services (DEBS). These revisions do not change or introduce new policy or procedure.

 

Summary of Changes

RM 01351.003 Complaints Regarding Information Furnished or the Manner in Which Information Was Furnished

Update Section A, 2nd paragraph: change Division of Earnings Records Operations (DERO) to Division of Earnings & Business Services, Earnings Adjustment Branch (DEBS, EAB). Section B, 3rd bullet: change DERO to DEBS, EAB.

RM 01351.003 Complaints Regarding Information Furnished or the Manner in Which Information Was Furnished

The information in this section is not applicable while mailing of the Social Security Statement is suspended. See information on accessing earnings information using the MySocialSecurity web portal in OA 00205.010.

A. Procedure - Complaints Received

If Complaints are received with or without a Request for Statement of Earnings take the following actions.

Forward all complaints regarding information furnished under the earnings statement procedures or policy to the Division of Earnings & Business Services, Earnings Adjustment Branch (DEBS, EAB) under cover of Form SSA-2523. Check box 1 shown on top of the form and A.2 “Complaint.” Review the following list of complaints regarding:

  • information previously furnished, not furnished or denied. This does not include QC amounts or disagreement with earnings amounts previously furnished.

  • the use of form replies or the wording of such replies.

  • the manner in which we presented the requested information, e.g., format, style.

  • our polices with respect to furnished information.

  • negligence or poor service on the part of a Field/Branch Office, Program Service Center or the Wilkes-Barre Direct Operations Center.

B. Procedure - Earnings Request Received

If earnings request are received with a complaint, take the following actions:

  • Annotate “Processed Original” on the front of the original request.

  • Photocopy the original and staple the copy to the complaint and forward to DEBS, EAB under cover of Form SSA-2523. Check box A.1.

  • Sort the original request for data entry.

C. Procedure - Earnings Statement is Required

Earnings statement is requested and must be forwarded with the complaint for further action.

  • Enter “COMPLAINT” in red on top of the request.

  • Place the “RT” or “SR” code in the special indicator box on the request and sort for data entry.


RM 01351 TN 3 - Processing Correspondence Inquiries (WBDOC) - 1/28/2020