Identification Number:
GN 02210 TN 58
Intended Audience:See Transmittal Sheet
Originating Office:OFPO
Title:Methods of Recovery for Title II, Title VIII, Title XVI, and Title XVIII Overpayments - Part I
Type:POMS Transmittals
Program:All Programs
Link To Reference:
 

PROGRAM OPERATIONS MANUAL SYSTEM
Part GN – General
Chapter 022 – Overpayments
Subchapter 10 – Methods of Recovery for Title II, Title VIII, Title XVI, and Title XVIII Overpayments - Part I
Transmittal No. 58, 01/28/2021

Audience

PSC: BA, CCRE, CS, DCR, DS, LDCR, LDS, PETE, RECONR, SCPS, TSA, TST;
OCO-OEIO: BTE, CS, EIE, FCR, PETL, RECONE, RECOVR;
OCO-ODO: BTE, CCE, CST, CTE, CTE TE, DSE, PAS, PETE, PETL, RCOVTA, RECOVR;
FO/TSC: CS, CS TII, CS TXVI, CSR, CTE, DRT, FR, OA, OS, RR, TA, TSC-CSR;

Originating Component

OFPO

Effective Date

Upon Receipt

Background

This is a Quick Action Transmittal. These revisions do not change or introduce new policy or procedure.

Summary of Changes

GN 02210.152 Collection of Title II and Title XVI Overpayments by Credit Card

In section A, added Pay.gov as a way for debtor's to pay their debt online.

GN 02210.153 Paying by Credit Card - Teleservice Center (TSC) Procedure

In section B.5, added Pay.gov as a way for debtor's to pay their debt online.

GN 02210.152 Collection of Title II and Title XVI Overpayments by Credit Card

A. Policy

Debtors have the option to pay their title II and title XVI debts by MasterCard, Visa, Discover, American Express or Diners Club credit cards. This option is available to debtors in both programs.

SSA does not have the capability to make debit transactions. Debtors should be advised that if they wish to use a MasterCard or Visa debit check card, the transaction can only be processed as a credit card payment.

NOTE: The Diners Club Card will only be accepted when it processes as a MasterCard or Discover transaction. Acceptable Diners Club Cards should have the MasterCard or Discover Card logo present on the card and meet the numerical requirements. (See chart GN 02210.205B.1.)

Debtors now have the option to pay their debts online through Pay.gov. Pay.gov is an online remittance collection application developed and maintained by the Department of the Treasury (Treasury). The internet application offers Title II and Title XVI recipients, who are active in the Recovery and Collection of Overpayment Process (RECOOP) system, the option to repay their programmatic overpayments via credit card, debit card, or a debit to their bank account or automated clearinghouse (ACH). Treasury's Pay.gov application collects and processes the transaction and payment information on SSA's behalf. Pay.gov allows eligible individuals to make a one-time payment using their personal computer or mobile phone. Treasury's Pay.gov accepts VISA, MasterCard, American Express, Discover, Diner's Club, JCB, Union Pay, and debit of the individual's bank account via ACH.

For instructions on how to handle inquiries, see GN 02220.125.

B. Overview of debtor credit card payment options

1. Initial overpayment notices

Initial overpayment notices request repayment of Title II and Title XVI overpayments from debtors or liable persons. The notices explain the debtor’s options for repaying, including repayment by credit card. Debtors who wish to repay by credit card can do so in person by visiting their local field office; or by mail, using their credit card information to complete the payment stub enclosed in the notice. The debtor should mail the completed payment stub to the Mid-Atlantic Program Center (MATPSC) using the refund envelope included with the initial overpayment notice.

Social Security Administration
PO Box 3430
Philadelphia, PA 19122-9985

Once the initial overpayment notice is sent, for a person that is in current pay status, the system automates collection activity for most overpayments. If the recipient is in non-pay status, the system transfers jurisdiction for collection of the overpayment to the Recovery and Collection Overpayment Process (RECOOP).

2. RECOOP billing notice

When a non-pay debt is not resolved as a result of the initial overpayment notice, the debt is then controlled by RECOOP. RECOOP is a billing and follow-up system developed as a part of the modernization of the SSA Debt Management System (DMS). Part of the billing notice produced by RECOOP is a payment stub (or coupon) which includes the option to repay by credit card.

3. Other overpayment notices

SSA also sends the following overpayment notices that include the option to repay by credit card.

  • Treasury Offset Program (TOP) pre-offset notices offer debtors the option to repay by credit card. For more information about the TOP pre-offset notices, see GN 02201.029C.

  • Mandatory Cross Program Recovery (CPR) notices;

  • Notices for accepting or rejecting a compromise offer;

  • Employer administrative wage garnishment debts (AWG) notices.

For more information about the mandatory CPR notice, see SI 02220.020.B.3. For more information about the contents of AWG employer package, see GN 02201.040B.

4. Telephone inquiry to Program Service Center (PSC)

A webpage has been developed for use by the debtor contact representatives in the PSCs and by the remittance clerks in the MATPSC Remittance and Accounting Unit (RAU) for handling credit card payments. For more information about handling credit card payments over the telephone and entering the information into the webpage, see GN 02210.205B.

5. Credit card form

There is one form used in the credit card process. There is a version of the form specific to each of the six PSCs see below.

Form SSA-4588You Can Make Your Payment by Credit Card. The form can be used by debtors for a single (one-time) payment or for recurring monthly credit card payments. A sample version of the form is in GN 02210.154.

A current version of the SSA-4588 for each of the PSCs can be found through InForm SSA-4588

NOTE: Detailed field office instructions for handling credit card payments are outlined in GN 02403.006. Specific PSC instructions for handling credit card payments are outlined in GN 02210.205.

C. Procedures for credit card security

Apply the following procedures for credit card security:

  • Do not list the remitter's credit card number anywhere in the remarks area of the DMS screens when preparing the automated receipt.

  • Do not include the remitter’s credit card number in any documents retained in paperless or in the Claims File User Interface (CFUI).

  • Do not photocopy the completed SSA-4588-OP for office use or as a receipt. However, the FO may give the SSA-4588-OP to the debtor because the FO will send the DMS-generated payment coupon to MATPSC.

  • Do not keep a copy of the SSA-4588-OP in the FO or mail it to the MATPSC. If the Debtor Contact Unit (DCU) completed the transaction by telephone, the SSA-4588-OP remains with the remitter.

D. References

  • GN 02210.153 Paying by Credit Card – Teleservice Center (TSC) Procedure

  • GN 02210.154 Sample Form SSA-4588-OP3 – You Can Make Your Payment by Credit Card

  • GN 02210.156 Webpage link for Credit Card Payments Over the Telephone – for DCR use only

  • GN 02210.205 Paying by Credit Card – DCU Procedure

  • GN 02403.006 Processing Remittances Received in the FO

GN 02210.153 Paying by Credit Card - Teleservice Center (TSC) Procedure

A. Introduction

The Teleservice Center (TSC) may receive calls from debtors concerning the use of credit cards to repay overpayments or to report a problem with making the payment by credit card.

B. Procedure for handling credit card inquiries

1. Caller requests information about paying by credit card

If a caller requests information about paying by credit card:

  1. a. 

    Explain that SSA accepts MasterCard, VISA, Discover, American Express, and Diners Club credit cards from the owner of the card;

  2. b. 

    Make it clear that if this method of payment is chosen, regular credit card rules apply;

  3. c. 

    The Payment Service Center (PSC) that controls the debtor’s record is the location where the charge has to be processed;

  4. d. 

    The toll-free number of the servicing PSC debtor contact unit (DCU) will be provided if the debtor wishes to complete a credit card transaction over the telephone or have an SSA-4588 mailed to their address (For a list of the servicing PSC number, see GN 02403.006G; and

  5. e. 

    The transaction can be completed by mail, if the caller wishes, by returning the SSA-4588 credit card form in the green envelope addressed to MATPSC that was provided by the PSC. The form provides the debtor the option to make a single (one-time) payment or recurring monthly payments.

NOTE: The Diners Club Card will only be accepted when it processes as a MasterCard or Discover transaction. Acceptable Diners Club Cards should have the MasterCard or Discover Card logo present on the card and meet the numerical requirements (See chart GN 02210.205B.1).

IMPORTANT: Tell the debtor to use the green return envelope to mail the 1 st and 2 nd pages of the original SSA-4588 only for processing to:

SSA-MATPSC
P.O. Box 3430
Philadelphia, PA 19122

2. Caller wishes to charge payment

If a debtor calls wishing to charge his or her payment, or an employer calls wishing to charge a payment for Administrative Wage Garnishment, provide the caller with the telephone number of the DCU of jurisdiction. For the telephone numbers, operating hours, and SSN jurisdiction see GN 02403.006G.

IMPORTANT: Do not attempt to take any credit card information from the caller.

3. Caller wishes to use debit card or other credit card not accepted by SSA

If a caller wants to use a debit card or a credit card other than MasterCard, VISA, Discover, American Express or Diners Club, tell the person:

  1. a. 

    SSA will only accept MasterCard, VISA, Discover, American Express, or Diners Club credit cards.

  2. b. 

    SSA cannot and does not have the capability to make debit card transactions or accept any other unauthorized credit cards at this time (GN 02210.152A).

  3. c. 

    SSA will also accept checks and money orders by mail. Cash payments should be taken to any local field office. Explain the Social Security Administration (SSA) will only accept cash to pay programmatic overpayments, conserved funds, gifts to the Social Security Trust Funds, Medicare premiums and overpayments, and misapplied funds. We will not accept cash to pay non-program standard fees for services. (GN 02403.009)

4. Caller reports a transaction problem

If a caller indicates a problem with a credit card transaction (e.g., the payment authorized is not reflected on their credit card statement, statement shows a transaction which they do not remember authorizing):

  1. a. 

    Check DMS Remarks screen to verify whether or not the credit card transaction was declined.

  2. b. 

    If payment was not declined, check the Remittance Query to confirm the date the payment was processed at MATPSC, explaining that the transaction could have been processed after the debtors most recent billing cycle.

  3. c. 

    If, after completing steps a and b, you are still unable to satisfy the debtor’s concern, refer the caller to the debt management section of the PSC of SSN jurisdiction. For the appropriate telephone number see GN 02403.006G.

5. Caller asks to pay by credit card over the Internet

If a caller asks to pay the credit card payment over the Internet:

  1. a. 

    Debtors now have the option to pay their debts online through Pay.gov. Pay.gov is an online remittance collection application developed and maintained by the Department of the Treasury (Treasury). The internet application offers Title II and Title XVI recipients, who are active in the Recovery and Collection of Overpayment Process (RECOOP) system, the option to repay their programmatic overpayments via credit card, debit card, or a debit to their bank account via automated clearinghouse (ACH). Treasury's Pay.gov application collects and processes the transaction and payment information on SSA's behalf. Pay.gov allows eligible individuals to make a one-time payment using their personal computer or mobile phone. Pay.gov accepts VISA, MasterCard, American Express, Discover, Diner's Club, JCB, Union Pay, and debit of the individual's bank account via ACH.

    For instructions on how to handle inquiries, see GN 02220.125.

  2. b. 

    Inform the debtor that credit card transactions can be handled over the telephone by calling the DCU of the jurisdictional PSC, completed by mail using the credit card form SSA-4588, or the payment stub provided in the overpayment notice.

  3. c. 

    Remind the caller that SSA also accepts payment in the form of a checks and money orders by mail. If the caller wishes to pay by cash, explain that cash payments can be made at any local field office.. Explain the Social Security Administration (SSA) will only accept cash to pay programmatic overpayments, conserved funds, gifts to the Social Security Trust Funds, Medicare premiums and overpayments, and misapplied funds. We will not accept cash to pay non-program standard fees for services. (GN 02403.009)


GN 02210 TN 58 - Methods of Recovery for Title II, Title VIII, Title XVI, and Title XVIII Overpayments - Part I - 1/28/2021