Identification Number:
GN 02406 TN 44
Intended Audience:See Transmittal Sheet
Originating Office:DCBFM OFPO
Title:Failure to Receive a Check/Payment - Title II, Title XVI
Type:POMS Transmittals
Program:Title II (RSI); Title XVI (SSI)
Link To Reference:
 
PROGRAM OPERATIONS MANUAL SYSTEM
Part 02 - General
Chapter 024 - Checks
Subchapter 06 - Failure to Receive a Check/Payment - Title II, Title XVI
Transmittal No. 44, 12/2017


Audience

FO/TSC: CS, CS TII, CS TXVI, DRT, FR, OA, OS, RR, CSR, TA, CTE, TSC-CSR
OCO-OEO: CST, LCST
PSC: BA, PETE, IEBA, CCRE, TST, TSA, SPIKE
OCO-ODO: BET, BTE, CCE, CR, CST, CTE, CTE TE, DSE, PAS, PETE, PETL, RCOVTA, RECOVR
OCO-OEIO: BET, BIES, BTE, CCRE, CR, EIE, FCR, PETL, RECOVR

Originating Component

OFPO

Effective Date

Upon Receipt

Background

The Office of Financial Policy and Operations, Office of Payment and Recovery Policy conducted editorial review of procedures to reflect current best practices when processing to plain language and POMS writing requirements. . Please review the summary of changes for specific revisions.

Summary of Changes

GN 02406.147 Handling a Request for a Certified Payment Extract (CPE)

Subsections D and E –We converted addresses into a chart for clarity.

Subsection F – We rearranged the exhibits into a more logical order.

GN 02406.150 When to Request Payment after Status C-Stop - Normal and Dire Need Situations

Subsection A – We added a definition of a C-Stop

Subsection A.2. – Added content previously located in Subsection A.3.

Subsection A.3. Moved content to Subsection A.2. to clarify instructions.

Subsection C – We revised the subsection heading.

GN 02406.175 Exclusions to the Nonreceipt Process

We made grammatical updates throughout the section.



GN 02406.147 Handling a Request for a Certified Payment Extract (CPE)

A. Introduction to CPEs

A CPE is a certified record of payments that may be used for legal purposes, including as evidence in a court of law. CPE requests may derive from local courts, private sector attorneys, or other entities seeking verification of benefit information (for example, for child support enforcement cases or fraud in the Supplemental Nutrition Assistance Program (SNAP), formerly known as Food Stamps). CPE requests are priority cases and should be processed within 20 business days of receipt.

B. Requests for payment extracts from local courts, private sector attorneys, or other entities

To prepare correspondence for a CPE, prepare the following:

  • Cover memorandum (Follow the instructions in Exhibit 1 in GN 02406.147F.);

  • Authorization for certification of the extract (Swear Statement) (Follow the instructions in Exhibit 5 of GN 02406.147F in this section.); and,

  • CPE (follow the format shown in Exhibits 6 and 7 GN 02406.147F in this section.)

    NOTE: Exact style may vary in the different processing centers and components.

Include the following items in the correspondence:

  1. A short introductory paragraph that includes the beneficiary's name and the timeframe covered by the extract;

  2. The payment history including:

    • Issue date of the check;

    • Exact amount of payment;

    • Explanation of the payment and payment period;

    • Extract of data relating to negotiated checks only; and

    • An explanation of any change in Hospital Insurance and Supplemental Medical Insurance (HI/SMI)

      IMPORTANT: Do not include non-negotiated checks (such as a returned check) in the extract.

  3. Annotate the check range in the “Represented Payment for” column for all prior month accruals (PMAs) and Critical Payment System (CPS) payments;

  4. An explanation of any check that represented an overpayment;

  5. If the beneficiary identification code (BIC) involved has a payee change, annotate the dates of the change in the opening paragraph; and

  6. If a financial institution is involved, show the name and address of that institution.

Mail or fax the completed request to the regional office address listed under GN 02406.147D.

C. Processing Office of the Inspector General (OIG) requests for CPEs

OIG requests CPEs for use in prosecuting fraud cases. These extracts are acceptable as evidence at fraud hearings in lieu of certified photocopies of checks and of testimony by the SSA official identified as the keeper of record.

OIG submits requests for all CPEs from the corresponding Payment Service Center’s Regional Center for Automation, Security and Integrity (CASI). You can identify these extract requests by the CASI flag. See Exhibit 2 in GN 02406.147F. For OIG requests, CASI will:

  • distribute copies of the CPE;

  • provide the address of the OIG contact requesting the CPE; and

  • provide a reference number, if applicable.

D. RO mailing addresses for Title II CPE requests

Mail or fax completed CPE requests to the regional office address listed in the following chart:

Address

Region

Social Security Administration

CASI Security and Integrity Team Center for Automation, Security and Integrity

26 Federal Plaza

Room 4030–160A

New York, NY 10278

Telephone: (212) 264-2604

Fax: (212) 264-29590916

2 New York

Social Security Administration

Office of the Regional Commissioner

Center for Automation, Security and Integrity

Attn: Carmen Butler

PO Box 8788

Philadelphia, PA 19101

Telephone: (215) 597-1014

Fax: 215-597-5203

3 Philadelphia (MATPSC)

Social Security Administration

Center for Automation, Security and Integrity

Birmingham Social Security Center

1200 Rev. Abraham Woods Jr. Blvd.

Birmingham, Alabama  35285

Fax: (205) 801-1332

4 Atlanta (SEPSC)

Social Security Administration

Center for Automation, Security and Integrity

P.O. Box 87479

Chicago, IL 60680

Telephone: (312) 575-4120

Fax: (312) 575-4121

5 Chicago (GLPSC)

Social Security Administration

Center for Automation, Security and Integrity

MAMPSC

PO Box 15625

Kansas City, MO 64106

Telephone: 816-936-5555 Fax: 816-936-5573

7 Kansas City (MAMPSC)

Social Security Administration, SFRO

Center for Automation, Security and Integrity, 6th FL

PO Box 4206

San Francisco, CA 94804

Fax: 510-970-2644

9 San Francisco (WNPSC)

Mail or fax completed CPE requests for PC7 and PC8 to the address listed below.

Office of Central Operations (PC7 or PC8)

Social Security Administration

Office of Central Operations

Center for Automation, Security and Integrity

1500 Woodlawn Drive

PO Box 32921

Room 7040 SWT

Baltimore MD 21241

Fax: 410-597-0140

Email: ||OCO Integrity Branch

E. Processing Title XVI requests for CPEs

To request Title XVI payment extracts, complete the request letter as appropriate. See GN 02406.147F for an example of the request letter. Email (preferred), mail or fax the information to the regional office of jurisdiction at the following address:

Address

Region

Social Security Administration

JFK Federal Building

Room 1925

Boston, MA 02203

Fax: (617) 565-9359

1 Boston

Social Security Administration

Center for Disability and Program Support

26 Federal Plaza

Room 4060

New York, NY 10278

Telephone: (212) 264-1461

Fax: (212) 264-2071

2 New York

Office of the Regional Commissioner/Seventh Floor

Center for Programs Support

P.O. Box 8788

Philadelphia, PA 19101

Fax: (215) 597-2989

3 Philadelphia

Social Security Administration

Center for Disability and Program Support

Atlanta Regional Office

61 Forsyth St, Suite 23T42

Atlanta, GA 30303

Fax: (404) 562-1325

4 Atlanta

CRSI/SSI

PO Box 8280

Chicago, IL 60680-8280

Fax: (312) 575-4245

5 Chicago

SSA, MOS, CPS, SSI

1301 Young St, Ste 670

Dallas, TX 75202-5433

Fax: (214) 767-1348

Phone: (214) 767-4224

6 Dallas

Center for Disability and Programs Support

ATTN: Certification Request

Room 1073, 601 E 12th St

Kansas City, MO 64106

Fax: (816) 936-5951

7 Kansas City

Social Security Administration - CPS
1961 Stout Street

Suite 06-145

Denver, CO 80294

Fax: (303) 844-4280

8 Denver

Social Security Administration, SFRO

Center for Disability and Programs Support, 6th Fl

PO Box 4206

Richmond, CA 94804

Fax: (510) 970-8101

Attn: Regional Privacy Act Coordinator

9 San Francisco

Social Security Administration, SPST

Suite 2900, MS 303A

701 5th Avenue

Seattle, WA 98104-7075

Fax: (206) 615-2643

10 Seattle

F. Example of formats to use when requesting payment extracts

Use these examples as a guide to format your request for CPEs. OIG uses one form to request CPEs for both Title II and Title XVI.

1. Exhibit 1 Example of Extract Cover Note

   

Social Security Administration
Regional Office- __________________
Date:

      

   

Special Agent's Name
Special Agent's Title
SSA/OIG
6401 Security Boulevard
Baltimore, MD 21235

   

     

Dear (Agent's Name):

This is in reference to your letter dated ____________, about payments made to ___________(Recipient's Name), Social Security number _____________ for the period _____________ through _______________ . Please see enclosed extract.

     

If you have any further questions regarding this, please contact __________________, Region _____, at _________________ .

    

Sincerely,
(Name)____________
(Title)____________
Regional Office ____________

Enclosure

2. Exhibit 2 OIG Payment Extract Request Format for Title II and Title XVI

   

Office of the Inspector General
Office of Investigations
Social Security Administration

   

     

Date:         _______

To:         Social Security Administration (Regional Offices addresses)
Fax:

   

     

From:        _______________________________________

                  _______________________________________

   

       

Subject:      Request for: ­­­­­­­­­­­­­­­­­­­­__________________________________________________

RE:            SSA OIG OI File Number (SSN) ________________________________

   

In conjunction with an official investigation being conducted by this office, this is a request for (if requesting payment extract, provide period of time covered):
_________________________
_________________________
_________________________

Please forward the documents identified above to _______________________ at the following address no later than ___________

                     ­­­­­­­­­­­­_________________________________________________

                     ­­­­­­­­­­­­_________________________________________________

                     ­­­­­­­­­­­­_________________________________________________

                     ­­­­­­­­­­­­_________________________________________________

                     ­­­­­­­­­­­­_________________________________________________

                     (Requester phone number: _____________________) 

3. Exhibit 3 Form to Request Title II Payment Extract

Request of Title II (SSA) Benefit Payments

   

Send to:

Social Security Administration

Center for Security and Integrity

(Insert the Processing Center of jurisdiction address )

   

Requests involving all Foreign Claims and Disability Claims under Age 55        

Please prepare:

(check one)

        (a) Certified extract (court date scheduled for)
          (b) Extract (no court date scheduled)

of benefits for all payments issued to the following beneficiary (ies) under the following Social Security number(s) during the listed period:

    

Social Security Number (SSN):                          

Beneficiary (ies):

1)         /      

 

2)        /       

 

3)        /      

 

Name                 Own SSN:

Time Period for record of payments (only months/years involved in investigation)

(After 12/83)

From                      Thru:                       

       (MM/YY)             (MM/YY)  

 

This request is part of an investigation of a possible fraud/violation of the _______________________________________________ program(s).
Case Number: _______________
Name of Requester: _______________
Title of Requester:  _______________ 
Office of Requester: _______________         

Requester Phone NO: _______________                   

Date:  _____________              Signature _____________    

4. Exhibit 4 Cover Memorandum to the Office of Investigation

Letterhead Memorandum Paper

To

: Requesting Office

From

: Authoring Component

Subject

: 000-00-0000,                     

    

 (Claimant's name), Request for Certified Extract (Request dated ______) (Include reference number in the subject line)          

  

Attached are the authorization for certification of extract records, certified extract of benefits for payments issued to all beneficiaries on this account from _________through__________.

    

Payments certified for the period______through______were for payment via direct deposit to (Bank’s name and address), for deposit to checking/savings account number ______and identified by the routing and transit number
(RTN)                                                    .

  (Complete only if applicable)   

                
(Director's Signature)
  

                
(Director’s Name)

 

Process Division__________
Attachments

   

5. Exhibit 5 Authorization for Certification of Extract from Records

     

Baltimore, Maryland 21241
Refer to:              

 (Requesting office Name and Address)

    

CERTIFICATION OF EXTRACT FROM RECORDS

In accordance with provisions of Title 42, United States Code (USC), Section 904, and the authority vested in me by 42 U.S.C. 902, I hereby certify that I have legal custody of certain records, documents, other information established and maintained by the Social Security Administration, pursuant to Title 42, United States Code, Section 405, and that the annexed is a true extract from such records in my custody as aforesaid.

I further certify that all signatures of the Social Security Administration officials on the annexed document(s) are genuine and made in accordance with the signers’ official capacity

IN WITNESS WHEREOF, I have set my hand and caused the seal of the Social Security Administration to be affixed this ________day of_______.

     

     

          
(Director's Signature)
            
(Director's Name)

        

6. Exhibit 6 Extract Request Format

     

Social Security Administration
Refer to: ________

            

To Whom It May Concern:

           

The following Social Security benefits in the chart below were certified for payment to John Doe and Jane I. Doe under Social Security claim number 000-00-0000 for the period July 3, 1997 through June 3, 1998 and have not been reported as non-receipt items.

     

Approximate Date of Payment

Amount

Represented Payment for

July 3, 1998

$604.20

June 1998 minus supplemental medical insurance premiums of $9.60

August 1, 1997

$604.20

July 1997

September 3, 1997

$604.20

August 1997

October 3, 1997

$604.20

September 1997

November 3, 1997

$604.20

October 1997

December 3, 1997

$604.20

November 1997

January 2, 1998

$604.20

December 1997

February 3, 1998

$604.20

January 1998

March 3, 1998

$638.90

February 1998

April 3, 1998

$638.90

March 1998

May 3, 1998

$638.90

April 1998

June 3, 1998

$638.90

May 1998

$7,389.20

Total amount paid to John Doe and Jane I. Doe for July 3, 1997 through June 3, 1998

7. Exhibit 7 Request for Title XVI Payment Extract

   

Social Security Administration
Request for Title XVI Payment Extract

   

To: Social Security Administration (Regional Offices addresses)
Fax:

   

From:

  

Subject: Request for: (check one)

   

 ____(a) Certified extract (court date scheduled for) ______ or  ______ (b) Extract (no court date scheduled) of benefits for all payments issued to (Recipient's Name)_____________ , (Payee's Name, if appropriate)____________ , (Recipient's SSN)     ______________ for the period of ________ through (use MM/YY format).

    

Please forward the materials requested to the following name and address
by__________________.

                                                                    

_______________________________

 

Phone:   ___________________             

 Requester's Signature: _________________                  Date: _______________

    

Thank you for your assistance in this matter.

8. Exhibit 8 Example of Title XVI Payment Extract

   

Social Security Administration
Regional Office ______________

   

I, _________________________, Social Security Administration, Region ___, hereby certify that the following business system records of the Social Security Administration pertain to the record of (Recipient's Name ) ________________ , Social Security number _________________ .

I further certify that the records of the Social Security Administration show that eligibility for the Supplemental Security Income (SSI) payments as of (Date)____________ , under Section 1602 of the Social Security Act were paid to (Recipient's Name) __________________ .

   

Below is the record of the SSI payment(s) for the period you requested. I further certify that the current representative payee is (Representative Payee's Name, when appropriate) ___________________.

   

DATE

AMOUNT

06/01/1990

$418.40

06/02/1990

5548.79

07/01/1990-12/01/1990

418.40 PER MONTH

01/01/1991-12/01/1991

439.40 PER MONTH

01/01/1992-12/01/1992

454.40 PER MONTH

01/01/1993-12/01/1993

466.40 PER MONTH

   

Sincerely,
  
(Name
   
(Title
   
 Regional Office _____________________

GN 02406.150 When to Request Payment after Status C-Stop - Normal and Dire Need Situations

A. Policy for requesting payment after status for C-STOP

When a beneficiary or recipient timely reports nonreceipt of a check, SSA will usually replace the payment with a courtesy disbursement check without waiting for the Department of the Treasury (Treasury) to determine the status of the original payment. With a C-Stop code, SSA instructs Treasury to issue a replacement check only after Treasury determines the status of the original check (i.e., if the check was cashed). SSA inputs a C-Stop when the recipient is unsure if a payment was received, or is known to have abused the nonreceipt reporting process. The following policy explains the situations when payment after status (C-Stop) may apply.

1. Reporter is uncertain if beneficiary or recipient received payment

If a beneficiary or recipient reports he or she is “uncertain” whether he or she received several checks during the past year, or cannot remember whether he or she received a check for a date in the past, the beneficiary or recipient is not alleging nonreceipt, but wants our assistance in confirming whether the check(s) was received. The Technician should input a C-Stop (payment after status) to determine the status of the original check before SSA issues a replacement check.

2. SSA is aware that the claimant has abused the nonreceipt reporting system – Double Check Negotiation (DCN)

Technicians may use the C-Stop if, within the 2 years immediately preceding the claim for nonreceipt, a beneficiary or recipient:

  1. Had a forgery claim denied and it is not under appeal; or

  2. Negotiated both an original and a replacement check and has not claimed that either endorsement was forged; or

  3. The following remark appears in the “RMKS” field on the Supplemental Security Record (SSR) or “SPMSG” field on the Master Beneficiary Record (MBR): “DCN Abuse - Input as C-Stop through mm/yyyy.”  Additional DCN abuse should not occur during this period; however, if it does, change the date to reflect the new 24-month period.

IMPORTANT: For procedures when dire need is alleged in this situation, see GN 02406.150C.

Example of how to process a DCN situation where SSA is aware that the claimant has misused the reporting system:

A claimant incurs a DCN in July 2016. Because the claimant is known to have abused the DCN system, enter the warning statement in Remarks/Special Message field as, “DCN Abuse - Input as C-Stop through July 2018,". Any nonreceipt allegations made from July 2016 through July 2018 will be input as a C-Stop; beginning in August 2018, allegations can be input as a B-Stop.

3. How to identify DCN/Abuse cases

If the message: “DCN Abuse - Input as C-Stop through mm/yyyy” appears in the RMKS or SPMSG field, the case involves someone who has abused the nonreceipt reporting system with one or more true DCNs. Technicians should input any allegation of non-receipt as a C-Stop until the 24-month period ends.

For a DCN/Abuse case, there should be a DCN indicator on record OR a denied forgery claim with no pending appeal should be on the record OR no claim of forgery was made on a DCN overpayment.

a. Identifying the DCN indicator on the record

  • Title II: Review the MBR. The NON REC field will show “DCN MM/YY.” (This does not always post to the MBR; however, this field will appear between the Schedule Payment (SPC PAY) field and the Hold-Check (HLD CHK) field.)

  • Title XVI: Review the SSR. If MSSICS has the message, “ALERT: POSSIBLE DCN - SECOND PIN REQUIRED TO REPLACE NOW - PRESS F1 FOR HELP” when transmitting non-receipt, then review the SSR (see GN 02406.150A.3.b. and GN 02406.150A.3.c.).

b. Identifying if a forgery claim has been denied and no appeal is pending (see also GN 02406.150A.4.)

  • Title II: Review the ROAR segment of the FACT query to see if DCN abuse is established on the FACT query due to a prior or current DCN overpayment being collected through benefit adjustment. The ROAR record will reflect “TOE–DUPLICATE PAYMENT TREASURY.” ROAR will have a transaction code of 23 to indicate a protest of a DCN overpayment, then a 27 to indicate the reconsideration was denied (event status code is other than due process), or no transaction code of 23 was ever input (i.e., the individual never protested).

  • Title XVI: Review the PMTH Field F for a Forgery Indicator code of C, F or W. If any of these codes are present for a payment issued within the past 24 months, process a C-Stop. See SM 01601.835 for forgery indicator values. Also, look in CMPH for TOPs (overpayments) with RSN: DC within the past 24 months, and identify the sequence. Review OPDD segment for the Sequence number(s) identified. If there is an overpayment collection or recovery decision (D, G, or K TAC) for at least one DCN overpayment within 24 months, and no Forgery Indicator of A, B, D, E or I is present for that overpayment, transmit a C-Stop; otherwise, a B-Stop.

c. Identifying when no claim of forgery was made on a DCN overpayment

  • Title II: There will be an overpayment on ROAR;

  • Title XVI: PMTH Field F for the payment in question should be blank when there is no forgery claim. Look in CMPH for TOPs (overpayments) with RSN: DC within the past 24 months, and identify the sequence numbers. Review OPDD segment for the sequence number(s) identified. If there is an overpayment collect or recovery decision (D, G, K TAC) for at least one DCN overpayment within 24 months, transmit a C-Stop; otherwise a B-Stop. (NOTE: DA TAC should NOT be considered a collection decision because it appears during due process.)

4. If a C-Stop was input, inform the individual that SSA will not issue a replacement check until Treasury has determined the status of the original check.

  • If no one has cashed the original check, Treasury issues a replacement check. If someone cashes the original check later, see the description of DCNs in GN 02406.300.

  • If someone cashed the original check, the check payee may make a forgery claim. Treasury will send a claims package FMS-1133 Claim Against the United States for the Proceeds of a Government Check, FMS-3858, check photocopy to the check payee to complete and return to Treasury for a forgery determination. If Treasury determines that someone forged the check in question, Treasury sends a Claims Disposition Notice (CDN). to SSA and a replacement check to the claimant. For an explanation of the forgery claim process see GN 02406.160 and GN 02406.310. If the claim does not involve forgery, Treasury sends SSA a CDN and notifies the claimant. The technician does not issue a settlement check.

B. Procedure on how to input a C-Stop

FO and PCs should transmit C-Stops when:

  • a caller is “unsure” as to whether the beneficiary or recipient received a check or

  • there is evidence of DCN abuse.

The TSC should also refer suspected abuse to the FO or PC for processing.

1. How to input a C-Stop for Title II cases

Is dire need alleged? (For an explanation of dire need, see RS 02801.010.) If:

  • yes, see GN 02406.150C.

    no, transmit nonreceipt by selecting NRT = 2, Payment After Status, C-Stop on the PEN2 screen. See instructions in MSOM T2PE 003.029.

2. How to input a C-Stop for Title XVI cases

Is dire need alleged? (For an explanation of dire need, see SI 02004.100.) If:

  • yes, see GN 02406.150C.

  • no, transmit non-receipt by selecting “2 - REPLACE AFTER INVESTIGATION” on the “Missing Recurring or Supplemental Check” (UPMR) screen in MSSICS. See instructions in MSOM BUSSR 003.012.

For both title II and title XVI, if the nonreceipt allegation is received less than 15 days from the issue date of the check, the C-Stop will be held until 15 days have passed since the check was issued before SSA forwards the report to Treasury. This is to give sufficient time for the original check to be presented to Treasury for payment if it has been cashed.

C. Procedure when claimant alleges dire need

If a claimant wishes to see a copy of a check because he cannot remember whether he received it or not, the technician should input a C-Stop. Dire need DOES NOT apply in this situation. If a claimant is a known abuser of the nonreceipt reporting system and is alleging that his or her situation is dire need, he or she must meet the criteria below.

1. For Title II cases, if the claimant meets the criteria in RS 02801.001:

  1. The 800# Answering Site should forward to FO via PRIORITY MDW.

  2. The FO should:

  • Issue an IP for up to $999.

  • ISSUE A CPS PAYMENT TO PAY THE BALANCE.

  • Input an F-Stop for the missing recurring check. The IP (and CPS payment) will take the place of the missing payment.

2. For Title XVI cases, if the claimant meets the criteria in SI 02004.100:

  1. The TSC will forward to FO via PRIORITY MDW.

  2. The FO should:

    • Issue an IP for up to $999 (The IP will be withheld from the next month's check).

    • DO NOT ISSUE AN AOTP PAYMENT.

    • Input a C-Stop for the missing recurring check. Replacement of the original check will be dependent upon the status determined by Treasury.

GN 02406.175 Exclusions to the Nonreceipt Process

A. Exclusions for Title II and Title XVI nonreceipt

The nonreceipt process cannot handle certain types of payments. These exclusions require timely processing to ensure that the Social Security Administration Trust Fund and the Treasury General Fund receive credit for amounts due.

Many Title II exclusions require action by the servicing processing center (PC). These situations require the field office (FO) and teleservice center (TSC) to notify the PC via the Modernized Development Worksheet (MDW).

1. Current representative payee reports nonreceipt of check issued to former payee

New representative payee reports of nonreceipt may occur when the change of payee action processed too late to affect payment. To investigate and resolve current and former representative payee nonreceipt reports, locate information from the payee query or the query response selection list (see GN 00502.185 for instructions on documenting payee selections /non-selections and post-entitlement actions in eRPS). For handling representative payee nonreceipt reports, take the following actions:

a. FO and TSC procedure for processing nonreceipt reports

For handling representative payee nonreceipt reports take the following actions:

  • Review the Master Beneficiary Record (MBR) and Supplemental Security Record (SSR) to determine the payee change.

  • Determine the latest date a change could be made to the record (systems processing cutoff date; consider payment cycling window period);

  • If the change of representative payee input missed the cutoff date, explain that payment was sent to the former payee and why;

  • The TSC must forward the case to the servicing FO to contact the former representative payee.

  • The FO should contact the former payee to determine if he or she received and used the check to benefit the beneficiary or recipient. If so, explain to the current payee that, since the beneficiary received the benefit of the check, this does not constitute nonreceipt. If the representative payee cashed the check but did not use it for the beneficiary or recipient or if the former representative reports that he or she received and used the check for the beneficiary or recipient but the beneficiary does not agree, refer to Misuse of Benefits Investigation, Determination & Restitution GN 00604.000.

  • For Title II, if the former rep payee alleges nonreceipt, request (via MDW) the PC to input a stop payment action (F-Stop). For Title XVI cases, the FO/TSC can input the F-Stop.

b. PC procedure for processing nonreceipt

Input an F-Stop payment action to reissue any returned funds or credits to the new payee, as appropriate. Follow the instructions in:

  • MS RSDHI 002.005 Stop Payment Request (PESP);

  • SM 00609.200 Processing Center Direct Input of Nonreceipt, Photocopy and Stop Payment Process; and

  • SM 00609.220 Stop Payment Actions.

2. Former representative payee reports nonreceipt

If a former payee alleges nonreceipt of a payment certified before SSA processed the change of payee action:

  1. FOs and TSCs should take the following actions:

    • For Title II, send an MDW request to the servicing PC to complete an SF-1184 stop payment action;

    • For Title XVI, input the F-Stop.

  2. PCs should take the following actions:

  • Process the request per MS RSDHI 002.005B. (PESP screen), and

  • Reissue any replacement payments to the current payee when the credit posts to the record.

3. Payment issued under an incorrect account number

Alleged nonreceipt situations may occur when a payment was issued under an incorrect account number and the MBR and SSR records were corrected after the payment was made.

  1. FO and TSC, take the following actions:

    • Forward via MDW to the PC and FO of jurisdiction.

    • Alert the PC and FO, “Payment Issued Under SSN--XXX-XX-XXXX--Stop Payment Action Required.”

  2. PC and FO, process against the incorrect SSN according to PESP screen MS RSDHI 002.005.

4. Partial payment received when total payment expected

FO, TSC, and PC, obtain a Payment History Update System (PHUS), MBR and SSR and attempt to reconcile the discrepancy.

If the payment is due:

  • FOs and TSC should refer to the servicing FO and PC, as appropriate for action via MDW.

  • PC: issue the payment according to the current Manual Adjustment, Credit, and Award Process (MADCAP) and Manual Adjustment, Credit, and Award Data Entry (MACADE) procedures (SM 00810.000.)

  • Tell the claimant to expect receipt of remaining payment in 5 - 7 mail delivery days.

5. Miscellaneous overpayment situations

Do not use the nonreceipt of payment process for the following miscellaneous overpayment situations:

  • Partial monthly benefit cases involving overpayments (with active partial recovery).

  • When the Title XVI recipient requests resumption of full benefits.

  • Conversion cases for Title II beneficiaries who receive payments at the old rate rather than at the converted rate.

Refer these cases to the PC and FO of jurisdiction for action.

6. Nonreceipt report received more than 1 year after the issue date of the check

Process according to the instructions for Limited Payability Cases for Title II and Title XVI in GN 02401.901.

7. Check is not due claimant and check date is 12 months or less prior to date of the nonreceipt reports

Request the PC, via MDW, to input an SF-1184 stop payment (F-Stop) action for Title II checks. FOs can input Title XVI F-Stops.

8. Settlement check

Follow the instructions, Nonreceipt of a Settlement Check for Title II and Title XVI in GN 02406.202.

9. Attorney fees

Request assistance from the PC via MDW. The PC should process according to instructions in Nonreceipt of Paper Check Payments Made to Non-Beneficiaries per GN 02406.127.

10. Nonreceipt of payments made to non-beneficiaries

Follow the instructions for Nonreceipt of Paper Check Payments Made to Non-Beneficiaries,per GN 02406.127.

11. Nonreceipt of Interim Assistance (IA) payments made to State agencies

When a state Agency notifies a FO of nonreceipt of an IA payment, refer the Agency to the Regional Office’s Interim Assistance Reimbursement Coordinator per SM 01311.662

12. Suspension Present on the Record

If a nonreceipt is filed and there is a suspension on the record, refer to the below:

a. Individual suspended pending development of address

  • S6 for Title II, see How the Returned Check Action (REACT) Program Processes Returned Checks and SF-1184 (“00”) Credits SM 00624.010;

  • S06 for Title XVI, see, Issuing SSI Checks, SM 01315.001A.

b. Individual suspended pending development of a representative payee

  • S8 for Title II, see FO Processing of S8/S08 Alerts GN 00504.150

  • S08 for Title XVI

13. Payment due after death

When an individual reports non-receipt for a deceased beneficiary or recipient, Stop payment processing is required as follows:

a. Title II

The FO and TSC should send an MDW to the servicing PSC for SF-1184 stop payment action requests. The FO completes underpayment development (SSA-1274, Claim for Amounts Due in the Case of a Deceased) if applicable. For the statutory order of priority for Title II underpayments, see GN 02301.030A). The PC processes via the PESP screen (see MSOM RSDHI 002.005).

b. Title XVI

For Title XVI cases, the FO and TSC should input the F-Stop. The FO should complete underpayment development (see SI 02101.000ff).

14. “Not due” payments for reasons other than death

This situation usually occurs when:

  • an overpayment is on the record;

  • a recent change of payee is on the record; or

  • the payee or beneficiary is declared legally incompetent.

This situation requires Stop payment processing.

a. Title II

FOs and TSCs should request that the PC of jurisdiction request an SF-1184 stop payment action. PCs process via the PESP Screen (see MSOM RSDHI 002.005).

b. Title XVI

FOs and TSCs should input the F-Stop. See BUSSR 003.017 for input instructions.

15. Processing returned payments

Returned Title II and Title XVI payments posted on the PHUS and SSR do not require an input of nonreceipt. Identify the reasons for the returned payment and determine if repayment is due. For returned check reason codes, see SM 00530.020B. If repayment is still due, take necessary action to reissue the payment with reason code MS (Miscellaneous):

  • Check the Special Message Field on the MBR and SSR for prior development or for a reason to explain the check return code “MS”.

  • Review the record to determine if there has been a recent change such as direct deposit, address, or other action that could explain the returned payment. If any of these conditions exist, take appropriate action to resolve the issue. 

  • If the payment is still due, take necessary action to reissue the payment for reason code = MS (Miscellaneous):

  • If you determine that payment is due, explain to the beneficiary or recipient that we will reissue the payment and to allow 15 days for receipt of the payment.

B. Procedure for Title XVI exclusion

Surviving eligible or ineligible spouse or parent

If the surviving eligible or ineligible spouse or parent reports non-receipt of an A-OTP or M-OTP, and the SSR reflects an underpayment, manual processing as described in SM 01315.168 is required.

C. Procedure for Title II exclusions

1. Black Lung payments involving Department of Labor (DOL) jurisdiction

FOs, TSCs, and Office of Disability and International Operations (ODIO) must redirect reports of nonreceipt to DOL at the following address:

U.S. Department of Labor
Office of Workers’ Compensation Programs
200 Constitution Ave. N.W., Suite S-3524
Washington DC 20210

2. Railroad Retirement Board (RRB) certification payments

FOs and TSCs must redirect the claims to RRB as outlined in GN 02406.805B. PCs must redirect the claims to RRB as outlined in GN 02406.810A.

3. Initial claims not established on the MBR and delayed payment

This is NOT a nonreceipt issue.

For related information and references see:

  • RS 02805.030 Interrupted Payments,

  • SM 00609.500B Systems Alerts Received in the Field Office (FO) and Teleservice Center (TSC), and

  • TC 15001.050 Handling Non-Critical Delayed Claims/Payments.

4. Initial Critical Payment System (CPS) payment or one-time (SAC-P) CPS payment

Process initial CPS or one-time special action code-P (SAC-P) payments per the instructions in GN 02406.201C.


GN 02406 TN 44 - Failure to Receive a Check/Payment - Title II, Title XVI - 12/19/2017