1. a. 

   Examine the evidence to determine the accuracy of the benefit statement. Refer cases to the PSC if the benefit statement is incorrect and the beneficiary has:

   • •

     specified exactly how the benefit statement is incorrect,

   • •

     requested a corrected benefit statement during the months of January through April, and

   • •

     furnished evidence, if readily available, to support the allegation of the inaccuracy, and

   • •

     advised SSA of the need to include Social Security benefits as taxable income, or

   • •

     insisted that SSA correct the benefit statement.

2. b. 

   If after examination of the evidence, the benefit statement is determined to be correct, do not refer the case to the PSC.

To refer the case to the PSC, fax either an Overprinted Report of Contact, Form SSA-5002, or submit the inquiry via the Taxation Inquiry,PHU4, screen (a Master File online query request screen) to the appropriate PSC.

1. a. 

   Use the Overprinted Report of Contact, Form SSA-5002, when transmitting evidence for the PSC to review. (See GN 05002.305 Overprinted Report of Contact - Exhibit )

2. b. 

   Complete the PHU4 input following instructions in MSOM QUERIES 003.008 when:

   • •

     there is an apparent error on the PHUS and no supporting evidence is needed; or

   • •

     the FO or 800 Number Agent has evidence, such as an SSA-issued notice to support beneficiary's allegation and copies need not be sent to the PSC: or

   • •

     the beneficiary can specify how the statement is wrong, other conditions for referral are met, and evidence needed is in the claims file.

3. c. 

   When available, use a FAX to transmit evidence to the PSCs. The Fax numbers are in the Detailed Office Organization Resource System (DOORS). In addition, we have provided the numbers in GN 05002.046(B) (2)(d) below.

4. d. 

   Centralized FAX Numbers for all PSCs:

   PSC	Acronym	FAX Number
   PSC 1	NEPSC	877-385-0640
   PSC 2	MATPSC	877-385-0644
   PSC 3	SEPSC	877-310-6767
   PSC 4	GLPSC	877-311-5797
   PSC 5	WNPSC	877-310-7807
   PSC 6	MAMPSC	877-311-8738
   PSC 7	ODO	877-385-0643
   PSC 8	OIO	877-385-0645

   NOTE: Do not use the Modernized Development Worksheet (MDW).

No controls are necessary on the second inquiry or follow-up sent to the PSC.

When the beneficiary reports that 30 days have elapsed and they have not received a corrected benefit statement or an explanation from the PSC, obtain the PHU1 and take the following action:

1. a. 

   If there are recent changes:

   • •

     obtain an online benefit statement that shows PHUS corrections.

   • •

     explain the changes to the beneficiary and advise that they should receive a corrected benefit statement soon.

2. b. 

   If there are no recent changes:

   • •

     Retransmit PHU4 as a second request if the follow-up is being made during the months of January through April. Tell the beneficiary to recontact the FO or the National 800 Number if no response is received in 15 days or,

   • •

     fax the Overprinted Report of Contact, Form SSA-5002, to the PSC if the month of the follow-up is other than January through April.

     If an action requires Processing Center action to clear, place the item in the Non-Disability Repository or the eDIB/eVIEW claim filing record. Also, fax the item into the Paperless Processing System using existing procedures outlined in GN 00301.328B.

3. c. 

   If a third visit from a beneficiary occurs (or a second visit occurs after March 14):

   • •

     notify FO management;

   • •

     request the supervisor either call the PSC manager (using the telephone numbers on the DOORS) or send the PSC manager an M2M email;

   • •

     within 2 days, the PSC manager will notify the FO as to when the beneficiary will receive a response.

   The FO and the PSC will decide on a date to send the final reply.

4. d. 

   If the PSC does not respond within 2 days (or the agreed upon response time), the FO will:

   • •

     call the RO;

   • •

     request the RO to call the appropriate processing branch to determine why there has been no response.