Retention Date: 02/01/2025
A. Purpose
This emergency message (EM) provides information regarding payments 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 1,700 records were returned with a reason of “No Account / Unable to Find.” These payments will show up as cancelled on August 2, 2024, and will come back to SSA through the normal ACH process.
C. Necessary Action
The Field Offices and Teleservice Centers may experience an increase in inquiries related to payments scheduled for release on 8/2/2024. OFPO is currently working with the Department of the Treasury and Comerica Bank to remediate the situation. If you receive a call or visit from a Direct Express cardholder alleging they did not receive their 8/2/2024 payment, please direct them to contact Comerica by calling the number on the back of their card for additional assistance with this issue.
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