Payment Returned (ENR Match and TeleTrace (TT) Status Payment Returned)
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Treasury has returned the redirected payment in full.
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If there is an overpayment on the record due to a duplicate payment, reduce or recover
the overpayment with the returned funds.
Title II- If we have not repaid the beneficiary, the PC technician will issue the
funds to the beneficiary using the DR or RC Special Entry in Manual Adjustment Credit
Award Data Entry (MACADE).
Title XVI - Office of Benefit Accounting and System Analysis (OBASA) posts remittances
for partial payments to the Overpayment Refund Data (OPRR) segment of the Supplemental
Security Record (SSR) with a DOC of 534 and updates the credit for a full remittance
to the appropriate payment in the payment history (PMTH) segment.
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If the beneficiary, recipient, or representative payee received a replacement payment(s):
Explain we have updated the record and there is no further action for them to take.
If they did not receive replacement payment, explain that they should receive the
payment within 10 business days.
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Comerica as seen in TCIS Claim Details tab (ENR Match and RTN is Comerica, enrollment
was erroneously established).
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Treasury has contacted Comerica for return of the redirected payment.
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Field Office (FO) and National 800 Number Network (N8NN) Technicians ONLY check the
Direct Express R14/R16 Application under R16 Return Request Cases-Search a case tab-to
check for the status. Refer to TC
16001.070 Section E and the R14/R16
User Guide for all the possible results that can display in the R14/R16 application.
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Refer to TC 16001.070 Section E (R14/R16 Result Scenarios) and the R14/R16
User Guide or instructions.
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Claim Form Sent
(Full payment not returned from FI)
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The ENR Status Date shown in TCIS or the paperless alert shows the date Treasury sent the EFT Claim Form to the beneficiary.
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No action is required at this time.
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The beneficiary, recipient, or representative payee states that they have an EFT Claim
Form. Instruct them to complete the form within 30 days and to return to the address
shown on the bottom of page 1 of the EFT Claim Form.
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Undeliverable resent referral (Form returned undeliverable and new address is on the
Master Benefit Record (MBR) or SSR)
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Treasury resent the EFT Claim Form to the beneficiary, recipient, or representative
payee. The TCIS Resent Date shows the date Treasury resent the form. The individual
has 30 days to return the form.
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No action is required at this time.
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The beneficiary, recipient, or representative payee states that they have an EFT Claim
Form. Instruct them to complete the form within 30 days and to return to the address
shown on the bottom of page 1 of the EFT Claim Form.
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Undeliverable NOT resent (Form returned undeliverable and NO new address is on the
MBR or SSR)
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Treasury sent the EFT Claim Form to the beneficiary, recipient, or representative
payee. The Post Office has returned the form to Treasury because of an invalid address.
Treasury does not resend the form.
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Check to see if address has been recently updated. If the
address is updated:
-
•
Print the EFT Claim Form from TCIS and send to the beneficiary, recipient, or representative
payee’s new address.
-
•
If TCIS ENR Status shows “Reprint Date: MM/DD/YYYY” for the claim form, an SSA technician
may have already resent the form. Verify the form is not currently present in the
EF or NDRED before reprinting.
-
•
If the address has not been recently updated:
-
-
•
If unable to contact beneficiary, recipient, or representative payee to update address,
continue to follow GN
02605.055 Section B.
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Phone Call Requests
-
•
Verify the Title II and Title XVI address on the record.
If the address is correct:
-
•
Print the EFT Claim Form from TCIS and send to the beneficiary, recipient, or representative
payee’s address.
-
•
Explain that they should receive the form within 10 business days.
-
•
Instruct them to complete the form within 30 days and return to the address shown
on the bottom of page 1 of the EFT Claim Form.
If the address is incorrect: IMPORTANT: If there is a (Direct Deposit Fraud Block (DDFP) on the record, follow GN
02402.023.
If there is no DDFP block on the record:
-
•
Verify their identity and change the address.
-
•
Print the EFT Claim Form from TCIS and send to their new address.
-
•
Explain that they should receive the form within 10 business days.
-
•
Instruct them to complete the form within 30 days and return to the address shown
on the bottom of page 1 of the EFT Claim Form.
-
•
In-Office Requests Verify the Title II or Title XVI address on the record.
If the address is correct:
-
•
Print the EFT Claim Form from TCIS and have them complete the form.
-
•
Mail the form to the address shown on the bottom of page 1 of the EFT Claim Form.
If the address is
incorrect:
-
•
Verify their identity and change the address.
-
•
Print the EFT Claim Form from TCIS and have them complete the form.
-
•
Mail the form to the address shown on the bottom of page 1 of the EFT Claim Form.
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Incomplete Resent (Form returned incomplete)
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The beneficiary, recipient, or representative payee submitted an incomplete EFT Claim
Form. The TCIS Resent
Date shows the date Treasury resent the EFT Claim Form. Treasury sends a Denial Notice
and a blank EFT Claim Form to the beneficiary, recipient, or representative payee.
The beneficiary, recipient, or representative payee must return the form within 30
days.
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No action is required at this time.
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Customer states that they have a Denial Notice. Treasury sends the Denial Notice because
they submitted an incomplete EFT Claim Form. Instruct the beneficiary, recipient,
or representative payee to complete the form within 30 days and to return to the address
shown on the bottom of page 1 of the EFT Claim Form.
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No Response (No response)
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Beneficiary, recipient, or representative payee has not returned the EFT Claim Form
within 60 days.
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Upload Treasury response into the EF or NDRED.
If there is an overpayment on the record due to a duplicate payment, the overpayment
recovery process begins (see Section F).
NOTE: The overpayment recovery process begins 60 days after Treasury mailed the original
EFT Claim Form. See ENR Claim Details Tab in TCIS.
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-
•
Customer did not return the EFT Claim Form and therefore may be overpaid.
-
•
Explain that we can provide the EFT Claim Form.
-
•
If the claimant states that they will complete the form, print the EFT Claim Form
from TCIS and mail or hand them the form.
TII - Place the overpayment in protest status of “E” (explanation). TXVI - Stop overpayment
collection with an NT TAC. (See GN 02402.017 for further instructions.) Previous instructions involved the use of the MO TAC (SM 01311.220) which created a BZ diary. Correct any MO TAC input with NT TAC if it meets the criteria
in this section.
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Approved - Debit Notice Sent (Claim form is returned complete and Treasury has the
authority to debit the FI.)
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Treasury received the EFT Claim Form and submitted it to the FI. NOTE: The FI has
30 days to respond.
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No action is required at this time.
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Treasury has received the beneficiary, recipient, or representative payee’s EFT Claim
Form and Treasury will make a determination within 30 days.
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Denied - Payee received payment (The beneficiary, recipient, or representative payee
returned the completed EFT Claim Form)
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Treasury received the EFT Claim Form and determined the beneficiary, recipient, or
representative payee received the payment. Treasury sends a denial notice.
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Upload Treasury status to the EF or NDRED. If there is an overpayment on the record
due to a duplicate payment, the overpayment recovery process begins.
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Explain that Treasury determined that they deposited their funds into the correct
account and that they received the payment. Explain that they should contact Treasury
regarding the Denial Notice. The Denial Notice will have the contact number included
for questions.
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Denied - Benefited from Payment (The beneficiary, recipient, or representative payee
returned the completed EFT Claim Form)
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Treasury received the EFT Claim Form and determined the beneficiary, recipient, or
representative payee benefited from the payment. Treasury sends a denial notice.
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Upload Treasury status to NDRED. If there is an overpayment on the record due to a
duplicate payment, the overpayment recovery process begins (see section F).
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Explain that Treasury determined that the beneficiary, recipient, or representative
payee deposited their funds into the correct account and that they benefited from
the payment. Explain that they should contact Treasury regarding the Denial Notice.
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Denied - Someone Else Benefited (The beneficiary, recipient, or representative payee
returned the completed EFT Claim Form)
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Treasury received the EFT Claim Form and determined the beneficiary, recipient, or
representative payee authorized someone to use their personal information to receive
the payment. Treasury sends a denial notice.
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Upload Treasury status to NDRED. If there is an overpayment on the record due to a
duplicate payment, the overpayment recovery process begins (see section F).
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Explain that Treasury determined that the beneficiary, recipient, or representative
payee deposited their funds into the correct account and an authorized person benefited
from the payment. Explain that they should contact Treasury regarding the Denial Notice.
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Appeal – Pending (The beneficiary, recipient, or representative payee submitted an
appeal)
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Treasury received the EFT Claim Form and denied the original claim. The beneficiary,
recipient, or representative payee has submitted an appeal through Treasury.
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Upload Treasury status to the EF or NDRED. TII- If there is an overpayment on the
record due to a duplicate payment and SSA has begun recovery, then place the overpayment
in protest status of “E” (explanation).
TXVI - Stop overpayment collection with an NT TAC.
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Treasury has received the beneficiary, recipient, or representative payee’s appeal.
We will take no further action on collection of the debt until Treasury makes a determination
on the appeal.
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Appeal – Denied (Appeal submitted, reviewed and denied.)
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Treasury received the appeal and made a determination to deny the claim.
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Upload Treasury status to the EF or NDRED. If there is an overpayment on the record
due to a duplicate payment, the overpayment recovery process begins (see section F).
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Treasury has received the beneficiary, recipient, or representative payee’s appeal
and denied the claim. If they wish to protest the overpayment, mail or hand them the
appropriate appeal forms (see GN
02201.021, GN
02201.025, GN
02210.030, GN
02406.310, SI
02220.001, SI
02260.001, SI
02220.017).
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