TN 33 (06-15)

GN 02406.710 Non-receipt Interviews for Mass Loss of Checks

When a beneficiary or recipient reports non-receipt after a determination of mass loss according to SSAlerts and the beneficiary or recipient lives in the affected area, follow the below procedures:

1. 1. 

   Does SSAlerts state ‘CENTRAL OFFICE MASS LOSS SYSTEMS INPUT FOR REPLACEMENT CHECK’?

   • •

     If yes, go to step 2.

   • •

     If no, input a mass loss non-receipt immediately (Type A). Do not consider previous double check negotiations. Go to step 3.

2. 2. 

   If SSAlerts indicates a mass loss systems input, explain that our agency already forwarded a request for a replacement check to Treasury.

3. 3. 

   Tell the beneficiary or recipient that the replacement check will arrive within 10 days of the date the non-receipt report transmitted. Obtain this date from PHUS or the Treasury Status Query.

4. 4. 

   Tell the beneficiary or recipient that if both the missing check and replacement check arrive, he or she must cash one and return the other check to his or her local Field Office.

5. 5. 

   IMPORTANT: Caution the beneficiary or recipient that, even though this is a mass loss situation, if they cash both checks and a Double Check Negotiation (DCN) occurs, he or she will receive an overpayment letter. He or she must follow the instructions in the letter if they wish to protest the DCN overpayment. See Request for Reconsideration of DCN Overpayment or Forgery Determination, GN 02406.310.

6. 6. 

   Ask the beneficiary or recipient if he or she has a bank account. If the answer is:

   • •

     “yes,” offer direct deposit for future payments.

   • •

     “no”, explain the benefits of electronic payment.