TN 52 (07-18)

A. Verifying acceptable reporters of nonreceipt and determining appropriate responses for Title II and Title XVI claims

1. Verify the reporter’s identity before accepting a nonreceipt allegation.

   • For an explanation on acceptable reporters, see GN 03001.012.

   • For information on verification of identity, see GN 03340.015B.

   • For telephone requests, see GN 03360.005B.3.

2. After confirming the reporter’s identity, review the beneficiary’s or recipient’s current Master Beneficiary Record (MBR), Payment History Update System (PHUS), Supplemental Security Record (SSR), Inquiry Response (IR), and Treasury’s Check Information System (TCIS) queries to determine the appropriate action.

   • If your inquiry reflects mass loss, see GN 02406.700.

   • If the reporter indicates an incident resulting in a smudged or mutilated check, see GN 02406.230.

   • If the reporter indicates an incident involving a check that he or she received, but was later lost, stolen, or destroyed, see GN 02406.135.

   • Advise all other cases to call back on the third (for recurring checks) or seventh (for nonrecurring checks) mail delivery day after the check due date.

IMPORTANT: Remember that payment cycling has changed Title II check delivery dates to the 3rd of the month and the second, third, and fourth Wednesdays of the month.

B. Review nonreceipt queries before conducting interviews

Perform preliminary reviews of nonreceipt allegations prior to the beneficiary interview. Title II and Title XVI databases are as follows for performing preliminary reviews:

1. Title II nonreceipt allegations

a. PHUS

Review the Payment History Update System (PHUS) and identify the reported causes for all nonreceipt allegations. Nonreceipt PHUS event posts include several specific entries to identify checks or payments in question.

For details on PHUS queries see:

• SM 00545.001 – Payment History Update System (PHUS)

• SM 00609.610 – Treasury RFC and CSD Disposition Codes

• MSOM QUERIES 003.007 – Payment History Update System Queries (PHUS)

b. MBR

1. Check daily updates reflecting changes that affect payment status.

2. Compare the beneficiary’s MBR with his or her PHUS to identify inconsistent actions (the MBR shows actions that should have taken place, while the PHUS shows actions that actually took place).

3. Check for recent benefit changes. Field offices (FO) and teleservice centers (TSC) use this information for responding to allegations of nonreceipt of payment.

4. When you input nonreceipt via the PEN1/PEN2 screens, the system compares data to the MBR to determine if it can locate a matching payment. A further description of the input screens and online edits are shown in MSOM T2PE 003.027.

2. Title XVI nonreceipt allegations

a. SSR

Query the SSR to determine alleged Title XVI nonreceipt payment issue dates and pay status (the SSR reflects what is actually paid and updates after each processing run). The SSR records all Title XVI allegations of nonreceipt. Verify and correct the address and direct deposit information.

b. Treasury Status Query

If the claimant is following up on a previous nonreceipt report, request a Treasury Status Query Control Record to view nonreceipt or stop-payment transmittals. The Treasury Status Query Control Record, previously known as the “Q Query,” provides all previous nonreceipt and stop-payment actions. Instructions for obtaining a Treasury Status Query are in MSOM BUSSR 003.018. MSOM BUSSR provides explanations of Treasury status disposition codes.

NOTE: In addition to the above programs, technicians in the Regional Office, FO, Processing Service Centers, and Teleservice Centers have access to TCIS. This contains the history of check activity and has a record of check claims and photocopy request. For more information on TCIS, please see Treasury’s Bureau of Fiscal Services website.

C. Nonreceipt allegation interview screening questions

• Did the beneficiary previously file a nonreceipt claim for this payment? If so, obtain a PHUS or Treasury Status Query Control Record. This will surface any potential double check negotiation (DCN) abuse. For more information on DCN abuse process, see GN 02406.300.

• Is the beneficiary receiving regular payments? Nonreceipt action is appropriate as long as the missing check was issued and due. See Processing Reports of Nonreceipt, Loss, Theft, or Destruction of Payments – Checks Due And Not Due, GN 02406.135.

• Has the claimant been overpaid? Is SSA recovering an overpayment?

• Has the claimant’s address changed recently? If so, did we update the MBR/SSR in time to affect the check in question?

• Did any event, such as a change in marital status, cause a potential termination, adjustment, or suspension?

• Did the beneficiary recently receive a notice from SSA that explains payment delays? Is direct deposit involved? If so, check the Online Retrieval System (ORS) for notices and refer to GN 02406.007.

• Is a beneficiary’s family member possibly responsible for depositing the beneficiary’s payment? (Approach this question tactfully. The Department of Treasury (DT) statistics show that in approximately 60% of the cases, intended payees or someone on the payee’s behalf negotiated the missing payment.)

• Is the beneficiary alleging someone illegally cashed payments? If so, refer to GN 02406.135.

• If the beneficiary reported a lost or stolen check, did the payee endorse the check?

D. Terminating the interview

Before terminating a valid nonreceipt interview, consider the following:

1. Timeframe to receive courtesy disbursement check in A-Stop and B-Stop situations

Inform the beneficiary that he or she should receive a courtesy disbursement check within 7-10 calendar days.

NOTE: If direct deposit is involved, see GN 02406.007.

2. Is dire need alleged?

For recurring checks, see

• GN 02406.125C. for Title II

• GN 02406.125D. for Title XVI

For nonrecurring checks, see

• GN 02406.200 – Failure to Receive a Courtesy Disbursement Or Replacement Check – Title II (Normal, Dire Need, and Abuse Situations)

• GN 02406.201 – Nonreceipt of Title II Critical Payment System (CPS) Checks

• GN 02406.202 – Nonreceipt of a Settlement Check for Title II and Title XVI

• GN 02406.205 – Nonreceipt of Underpayment Check/Type 2 and One-Time Payment/Type 4 Payment – Field Office And Teleservice Center Instructions – Title XVI

• GN 02406.207 – Nonreceipt of Courtesy Disbursement or Replacement Check/ Type 9 Payment – Field Office and Teleservice Center Instructions – Title XVI

3. Timeframe to receive a check in C-Stop situations

If you ask Treasury to determine the original check status before replacement (C-stop), advise the beneficiary that Treasury will send a replacement check or a photocopy of the negotiated check within 5 weeks.

4. Suggest direct deposit or Direct Express for future payments

Suggest direct deposit for beneficiaries experiencing check delivery problems. For instruction on encouraging direct deposit during postentitlement interviews, see:

• GN 02402.005 – Direct Deposit Information for All Types of Interviews

• GN 02402.025 – Direct Deposit Post Entitlement Interview