Identification Number:
GN 02220 TN 20
Intended Audience:See Transmittal Sheet
Originating Office:DCBFM OFPO
Title:How to Handle Online Bill Pay Inquiries
Type:POMS Transmittals
Program:All Programs
Link To Reference:
 

PROGRAM OPERATIONS MANUAL SYSTEM
Part GN – General
Chapter 022 – Overpayments
Subchapter 20 – Internet Remittance Applications
Transmittal No. 20, 07/30/2021

Audience

Originating Component

OFPO

Effective Date

Upon Receipt

Background

This is a new POMS/IRD for How to Handle Online Bill Pay Inquiries. The POMS creation is so individuals can respond to inquiries related to Online Bill Pay.

Summary of Changes

GN 02220.500 How to Handle Online Bill Pay Inquiries

This will be a new POMS/IRD for How to Handle Online Bill Pay Inquiries.

GN 02220.500 How to Handle Online Bill Pay Inquiries

 

A. Background

This section assists technicians in handling inquiries received from the public about Online Bill Pay. Online bill pay is offered free of charge by many banks, credit unions, and bill-pay services to transmit payments electronically. Individuals who have an active overpayment in Recovery and Collection of Overpayment Process (RECOOP), will receive a RECOOP billing notice with language that includes a newly created Remittance ID and an updated Payment Stub that provides repayment methods.

NOTE: For background information on Online Bill Pay for programmatic overpayments, see GN 02220.400.

 

B. Frequently Asked Questions for the Public

 

  • What happens when individuals cannot find the “Social Security Administration” option through their financial institution’s online bill pay tool?

Inform individuals to contact their financial institution.

  • What happens if a financial institution does not offer the option for “Social Security Administration”?

Provide individuals with the option to use Pay.gov to repay their programmatic overpayments electronically. (See GN 02220.100)

  • Why did my payment return after I successfully paid SSA?

 

SSA returns funds if we cannot identify the account number as a valid Remittance ID. Advise individuals to update their account number to their most recent Remittance ID and use the correct payee name: Social Security Administration.

  • For all other inquiries, advise individuals to contact their financial institution.

 

C. Frequently Asked Questions for Technicians

 

  • Do individuals have to enter the correct Remittance ID?

Yes, in order for individuals to use online bill pay, they must enter the correct Remittance ID. If the Remittance ID is entered into the financial institution’s online bill pay service incorrectly, the payment may be applied to the wrong SSA record or returned to the remitter.

  • How will the payment be displayed on the ROAR and SSR?

Online bill pay transactions will appear on the record (SSR or MBR) with an OLBP code for identification in the ADN field of the SSR and the DTN field of the MBR/ROAR.

  • What happens if the debtor claims to have repaid, but the payment is not posted?

Refer individuals to their financial institution’s customer service team.

  • Can the debtor use the same remittance ID?

For recurring payments to the same debt, the remittance ID can be re-used. If a new debt or multiple debts are involved (ex. TII and TXVI), a different ‘payee’ should be established by individuals using the corresponding remittance ID for each debt.

  • What happens if we do not match remittance IDs?

Funds will be returned to the individual’s bank account back through the online bill pay system.

  • What happens if the debtor picked the wrong payee when they searched for payees?

SSA cannot take an action to correct this payment error. Refer individuals to their financial institution’s customer service team.

 

D. Resources

 

GN 02220.400 Online Bill Pay for Programmatic Overpayments


GN 02220 TN 20 - How to Handle Online Bill Pay Inquiries - 7/30/2021