Retention Date: February 1, 2025
Revision: The updated language provides further clarification in the field for handling erroneous R03 file returned payments
A. Purpose
This emergency message (EM) provides information regarding payments that were due for release on August 2, 2024.
B. Background
On August 1, 2024, Conduent, the Direct Express processor for Comerica Bank, processed an erroneous R03 payment file. As a result, approximately 1,734 records were returned with a reason of “No Account / Unable to Find.” These payments were shown as cancelled on August 2, 2024, and returned to SSA through the normal payment return process.
There were 1731 Title 2 returned benefit payments and 3 SSI returned payments. The MBR and SSR were updated with suspensions related to development for a new address. On August 13, 2024, the Title 2 benefit entitlements were resumed effective August 2024. There are still 108 Title 2 beneficiaries with multiple entitlements that will need to be entered using MACADE to resume benefits from LAF-S6.
C. Necessary Action
Field offices and teleservice centers may experience an increase in inquiries related to payments scheduled for release on August 2, 2024. SSA is currently working with the Department of the Treasury and Comerica Bank to remediate the situation.
On August 2, 2024, Comerica credited the affected T2 Direct Express cards with the Cycle 1 payments.
If you receive a call or visit from a Direct Express cardholder alleging they did not receive their August 2nd payment or questioning a recent notice indicating their SSA benefits have been suspended, take the following actions:
· Review the special message on the MBR to determine if this is an affected record. The special message states: Comerica Erroneous Reject Case–Cycle 1 8/2/2024 Pymt for 7/2024–Ignore DEVADD Notice-Pymt Credited-Reinstate if Needed.
· If the person is an affected cardholder and they received a benefit suspension notice, and their benefits are not suspended for DEVADD (development for address), advise them to disregard the notice. Take no further action.
· If the person is an affected cardholder and they received a benefit suspension notice, and their benefits are suspended for DEVADD:
o FO Action
o PC Action
Reinstate benefits following SM 03005.140 Develop for Address Process and SM 00510.335 Develop Address Data Line.
Direct all program-related and technical questions to your Regional Office (RO) support staff using vHelp or Program Service Center (PSC) Operations Analysis (OA) staff. RO support staff or PSC OA staff may refer questions, concerns, or problems to their Central Office contacts.
Reference:
GN 02402.007 Direct Express Debit Card Program
SM 03005.140 Develop for Address Process
SM 00510.335 Develop for Address Data Line
GN 01070.228 Modes of Requesting Assistance