There is a Title II or Title XVI overpayment or debt on the MBR or SSR, but the web service does not display the item on the SERS storefront;

Ensure that the input of the SSN is correct on the SERS storefront. If not, input the correct SSN.

The correct SSN is entered and the web service still does not display the overpayment or debt on the SERS storefront;

Follow the current procedures in GN 02403.000 through GN 02403.160 and process through DMS.

(See limitations in GN 02403.161G in this section.)

The SERS application is not working or temporarily out of service;

Follow the current procedures in GN 02403.000 through GN 02403.160 and process through DMS.

The remitter would like to make one payment for multiple debts;

Example 1: John Doe wants to make one payment for his own debt and his two children (on his own record and for another person on the same record).

Example 2: A nursing home is paying multiple debts in a single payment for multiple beneficiaries.

The technician will query each debtor SSN separately,

1. 1. 

   Select the debts for that SSN,

2. 2. 

   Enter a payment amount, and

3. 3. 

   Submit to the SERS shopping cart.

For each additional SSN, the technician will return to the Query SSN screen and follow the same process as above until the technician has added all SSNs to the SERS shopping cart before completing and submitting the SERS order.

The remitter would like to make multiple payments for one debt using the same payment method (i.e. two different credit cards, two checks or money orders with differing amounts, or one credit card and one check);

Example: John Doe wants to make two payments for his own debt with two different money order amounts. He wants to pay $1,000.00 with one money order, and $25.00 on another money order.

Process each transaction separately. SERS can only process one payment at a time.

The remitter would like to make a payment in FULL for all of the debts returned on the SSN;

Example: John Doe has a Title II disability overpayment of $100, a Title II retirement overpayment of $200, and a Title XVI overpayment of $500, and he would like to repay all in full with a single payment of $800.

The web service will retrieve the multiple debts, and SERS will display each individual debt.

The technician will take the following actions:

1. 1. 

   Select all applicable debts,

2. 2. 

   Enter the amount that the remitter wants to pay for each debt,

3. 3. 

   Select Add to Cart.

For this example, the technician should enter $100, $200, and $500 for a total of $800 for John Doe.

You mistakenly selected the wrong SSN, BIC, or Established Date and applied the remittance amount on the check, money order or credit or debit incorrectly

Example 1: Jane Doe remitted a check for $50.00 for her Title XVI overpayment. However, you selected Jane’s Title II overpayment, and submitted her order.

Example 2: John Doe (xxx-xx-1234A) remitted a $150.00 money order for his Title II overpayment. However, you selected the wrong SSN (xxx-xx-1235A) input $150.00 and submitted the order under SSN xxx-xx-1235A.

• •

  Access the SERS store (Programmatic or Conserved Funds) and select the Orders tab to display the Order Tracker.

• •

  Search for the order with the incorrect input.

• •

  Click the “Submit/Update Incorrect Order” button for the incorrect SERS order.

• •

  Enter a note explaining why the order is incorrect and click Submit.

• •

  Send a Modernized Development Worksheet (MDW) for corrective action to the PC of jurisdiction and include:

  • –

    Wrong SSN with BIC or Establishment date;

  • –

    Correct SSN with BIC or Establishment date;

  • –

    SERS order number; and

  • –

    Corrective action you are requesting.

You mistakenly input the programmatic remittance amount incorrectly

Example: Jane Doe provided a $100.00 check to repay her Title II debt, but you mistakenly input the remittance into SERS for $10.00.

• •

  Access the SERS programmatic application and select the Order Tracker.

• •

  Search for the order with the incorrect input.

• •

  Click the “Submit/Update Incorrect Order” button for the incorrect SERS order.

• •

  Enter a note explaining why the order is incorrect and click Submit.

• •

  Email ^SERS with the:

  • –

    SSN;

  • –

    BIC or Establishment date;

  • –

    SERS order number; and

  • –

    Corrective action you are requesting.

  NOTE: 

  These requests will be handled on a case-by case basis. After reviewing the requested corrective action, the SERS Help Desk will determine what next steps are needed to correct the record. For some cases, they may reach out to the requestor or take additional action(s).

You mistakenly input a programmatic remittance that SERS cannot process, and should have been processed through DMS

Example: Jane Doe sends a $200.00 check for her monthly Medicare premium. Mary also has a Title II overpayment. You mistakenly used SERS to apply her $200.00 Medicare premium against her Title II debt.

• •

  Access the SERS Programmatic store and select the Orders tab.

• •

  Search for the order with the incorrect input.

• •

  Click the “Submit/Update Incorrect Order” button for the incorrect SERS order.

• •

  Enter a note explaining why the order is incorrect and click Submit.

• •

  Contact the SERS Help Desk with the:

  • –

    SSN;

  • –

    BIC or Establishment date;

  • –

    SERS order number; and

  • –

    Corrective action you are requesting.

  NOTE: 

  These requests will be handled on a case-by case basis. After reviewing the requested corrective action, the SERS Help Desk will determine what next steps are needed to correct the record. For some cases, they may reach out to the requester to take additional action(s).

You mistakenly entered a remittance in the SERS Conserved Funds store instead of the SERS Programmatic store.

• •

  Access the SERS Conserved Funds store and select Orders tab to display the Order Tracker.

• •

  Search the order with the incorrect input.

• •

  Click the "Submit/Update Incorrect Order" button for the incorrect SERS order.

• •

  Enter a note explaining why the order is incorrect and click submit.

• •

  Send an MDW for corrective action to the PC of jurisdiction and include:

  • –

    SSN with BIC or Establishment date;

  • –

    SERS order number; and

  • –

    Corrective action you are requesting.

You mistakenly input a non-programmatic, standard fee remittance into the SERS programmatic store or the SERS Conserved Funds store.

Example: A Law Firm remits a check for $43.00 requesting a copy of an electronic folder for their client, John Doe. John also has a Title XVI overpayment. You mistakenly processed the check that was from the law firm requesting a copy of an electronic folder in SERS Programmatic store against Mr. Doe’s Title XVI overpayment.

• •

  Access the correct SERS store and select the Orders tab.

• •

  Search for the order with the incorrect input.

• •

  Click the “Submit/Update Incorrect Order” button for the incorrect SERS order.

• •

  Enter a note explaining why the order is incorrect and click Submit.

• •

  Contact the SERS Help Desk with the:

  • –

    SSN;

  • –

    BIC or Establishment date;

  • –

    SERS order number; and

  • –

    Corrective action you are requesting.

You mistakenly input a programmatic remittance in the standard fees SERS store.

Example: John Doe has a Title XVI overpayment and would like to repay his overpayment via check. However, you mistakenly submit his check requesting a Detailed Earnings Query (DEQY) in the SERS standard fee store.

• •

  Access the SERS store (Programmatic or Conserved Funds) and select the Orders Tab.

• •

  Search for the order with the incorrect input.

• •

  Click the “Submit/Update Incorrect Order” button for the incorrect SERS order.

• •

  Enter a note explaining why the order is incorrect and click Submit.

• •

  Contact the SERS Help Desk with the:

  • –

    SSN;

  • –

    BIC or Establishment date;

  • –

    SERS order number; and

  • –

    Corrective action you are requesting.

You erroneously entered a returned unendorsed Treasury check for a deceased beneficiary in the SERS Conserved Funds store.

• •

  Access the SERS Conserved Funds store and select the Order Tracker .

• •

  Search for the order with the incorrect input.

• •

  Click the "Submit/Update Incorrect Order" button for the incorrect SERS order.

• •

  Enter a note explaining why the order is incorrect and click submit.

• •

  Send an MDW for corrective action to the PC of jurisdiction and include:

  • –

    SSN;

  • –

    BIC or Establishment date;

  • –

    SERS order number; and

  • –

    Corrective action you are requesting.

You input the remittance correctly into the SERS application, but scanned the wrong check or money order, and you have the correct check or money still in hand.

Example: You created an order for Jane Doe, and scanned the wrong check for her order. The check was for Jack Smith, who was also repaying an overpayment. However, Jane Doe’s check is in your possession, and has not been scanned.

• •

  Do NOT shred the check or money order.

• •

  Process a new order with the correct check or money order.

  NOTE: 

  Once your process the correct check or money order, the record will reflect two transactions. The first transaction is for the incorrect check or money order processed from the original order that you will submit as incorrect, and a second transaction will be from the correct check or money order.

• •

  Access the SERS Order Tracker

• •

  Search for the order(s) with the incorrect input.

• •

  Click on the “Submit/Update Incorrect Order” button on the incorrect SERS order.

• •

  Enter a note explaining why the order is incorrect and click Submit.

• •

  Contact the SERS Help Desk with the:

  • –

    SSN;

  • –

    BIC or Establishment date;

  • –

    SERS order number; and

  • –

    Corrective action you are requesting.

For this example, Jane Doe will have two credits on her record with one being incorrect. The corrected action will be to remove the incorrect credit, and transfer it over to Jack Smith’s record.

A credit or debit card remittance is mailed to the FO;

Follow the current procedures in GN 02403.006D through GN 02403.006F and process through DMS.

The remittance is not related to an overpayment or debt displayed in SERS;

Example: John Doe would like to make a payment for his monthly CMS premium.

Follow current procedures in GN 02403.000 through GN 02403.160 and process through DMS.

The remitter would like to cancel his or her credit or debit card, check, or money order transaction. The transaction has been submitted in SERS, an order was created, and the cancellation request is not due to an SSA error.

Example: John Doe returns to the FO with his receipt and requests a refund and cancellation of the transaction. He explains he needs the funds for a personal matter, and want to cancel that payment.

The technician explains to the remitter that SERS transaction was final .

The remitter would like to cancel his or her credit or debit card, check, or money order transaction after the transaction has been submitted in SERS, and the cancellation request is a result of an SSA error.

Example: John Doe requests to make a $50.00 payment for his Title XVI debt. The FO erroneously processes a $500.00 payment. John Doe request a refund or cancellation of the transaction because the amount entered was incorrect.

Obtain his or her contact information,

Review the transaction and obtain approval from the claims representative;

• •

  Access the correct SERS store (Programmatic or Conserved Funds) and select the Orders tab.

• •

  Search for the order(s) with the incorrect input.

Add remarks within DMS and include, SERS order number, date, amount, and Title (i.e. Title II or Title XVI); and

Forward the request, and a copy of the receipt to the SERS for assistance. The SERS Help Desk will coordinate with headquarters components to resolve.

The remitter would like to return conserved funds using a U.S. savings bond,

Follow current procedures in GN 02403.015 since SERS cannot process U.S. savings bonds.