fiscal.treasury.gov, Cross-Servicing: Recently Asked Questions (archive.org capture 2023-10-03)

Summary

This version of the Treasury Fiscal Service Cross-Servicing page, last modified 07/14/23, has the same questions and answers as the earlier version with the same title and differs only in its modification date. Its answers cover recalls, where a Recall Form is needed only when the agency cannot complete the recall in CSNG, and Administrative Wage Garnishment that continues after a debt is returned, which it attributes to employers who outsourced the function. It also lists an e-mail address for the Treasury Offset Program liaisons. The 2018 symposium question is still listed.

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Cross-Servicing Debt Collection System: Recently Asked Questions

Do Agencies need to do anything regarding providing proof of debt (POD) to Treasury if their debts were serviced by CRS?

If the agency provides proof of debt when submitting the case to CRS, then the POD Team should be able to pull the POD from our Document Management System (IDMS).

Is there an update on DOD PIV Cards?

We are working with DOD IT Team to resolve issues.

I am unable to access reports in CSNG.

Call your Agency Liaison for assistance or call 1-800-858-0725.

Is there a report to show debtors that are on a repayment plan?

There is no report to show debtor(s) on repayment plans.

Is there a new case report?

The CSNG New Case Entry Report has been developed and is in the testing phase. You can use reconciliation report as a substitute to review new cases by using the “To” and “From” dates that the new cases were entered into the system.

How far back can you go to review disputes?

You can review disputes in CSNG from the October 2017 Go-Live date.

Why are debts put on hold?

Debts are put on hold for various reasons (pending disputes/PODs, disasters, AWG and etc.). Reviewing notes will provide reasons.

When will the new case entry report become available in CSNG?

The CSNG New Case Entry Report has been developed and is in the testing phase. Agencies can use the Agency Reconciliation Report as a workaround by adjusting dates.

What is the 1099c process plan for this year?

It should be similar as last year. The Agencies have a Pool that will show them all accounts eligible for 1099c.

Why is Treasury asking the debtors to call creditor agency for debts that are active at Treasury?

Debtors should not be referred back to the creditor agency for a debt that is still active in the Cross-Servicing program. If an agency receives a call from a debtor that states they were referred back to the agency by Treasury or one of Treasury's PCAs, please ask the debtor for the name of the representative. Refer the debtor back to Treasury (888-826-3127). Please report this to your Cross-Servicing Agency Liaison and they will forward to the appropriate area for review.

Why are POD requests for a debt that is either recalled or returned stay "Pending" for month on the POD report?

Keep in mind that "Pending" in POD category doesn't mean the POD hasn't been received. If the agency has returned the POD and the status is still "Pending," please allow time (up to 2 weeks) for the POD team to process and resolve the POD request in the system.

Why are POD requests whose category is "Expired" remain on the POD report?

Debts that expire will always be reflected if they expired within the date range selected on the report. The report is providing the status of all POD request during the time frame selected in the report interface.

How long does it take for an Administrative Wage Garnishment to stop once an account is Paid in Full?

It should take no longer than one to two pay cycles for the employer to stop the AWG process. If an agency notices that AWG continues longer than this, send an e-mail to AWGQuestions@fiscal.treasury.gov or notify your Cross-Servicing Agency Liaison at CS.Liaison@fiscal.treasury.gov .

When registering PIV cards, who should be contacted if the process is unsuccessful?

If a user encounters an issue when registering their PIV card on Fiscal Service's SSO system, they should send an e-mail with their name, Fiscal Service User ID, e-mail address, phone number, a brief description of the issue and any relevant screen shots to DMS.MFR@fiscal.treasury.gov .

Does Cross-Servicing receive notification from Treasury on Proof of Debts for Agencies that are participate in the CRS program?

There's an indicator in CSNG to alert us that account was in the CRS program and Proof of Debt is in-house.

If agency does not use CRS, where should they send POD/Dispute?

Send POD responses to POD.Responses@fiscal.treasury.gov and Dispute response to Dispute.Responses@fiscal.treasury.gov .

Is there a link to register your PIV card?

Send e-mail to Angela Thomas at Angela.Thomas@fiscal.treasury.gov or Agency Liaison at CS.Liaison@fiscal.treasury.gov to request registration e-mail.

How do you elevate a request for assistance with PIV Card?

If you do not receive a response, send a follow up e-mail to DMS.MFR@fiscal.treasury.gov .

How are payments that are made by a debtor to Creditor Agency posted while the debt is at Treasury?

Payment can be posted in CSNG as an agency payment or send an e-mail to Cross-Servicing Financials at CrossServicingFinancials@fiscal.treasury.gov to post payment.

How many times can a debtor dispute debt once the creditor agency has already rendered decision (not in the favor of the debtor) on that dispute debt?

Three disputes are allowed, but disputes can be agency-specific.

Is a debtor allowed to dispute again if the decision was not in their favor?

Disputes cannot be continuously submitted for the same reasons. If the same dispute is submitted more than once, the agency's first response is sent back to the debtor.

Are the items listed on Proof of Debt and Dispute (POD) reports continuous until removed and/or responded to?

Accounts are updated nightly. If the POD request is not resolved by Debt Management, the status will remain "Pending." If the Dispute request is not resolved by Debt Management, the status will remain "Outstanding." Once the POD request or Dispute request is resolved by Debt Management, the status will indicate "Resolved." If the debt is returned to the agency for lack of response to either, the status will indicate "Expired."

We have noticed an increase in the RTA with reason code "claim not substantiated" when the POD was provided. Could you please explain the reason code and why Treasury isn't using the information provided to continue to pursue debt collection?

If debts have RTA reason code status "Claim Unsubstantiated," please contact the POD/Dispute Branch for assistance.

Is Treasury going to send the TOP IPAC collections/payments FY19 schedule soon?

The TOP year-end FY19 Technical Bulletin will be sent in October and will include the FY19 TOP IPAC/Collection File Schedule.

Can you please add the bureau, office and program code on the RTA report?

This is an existing enhancement request and has been elevated to Reports Team of Teams and developers for consideration. Currently, the Bureau Level only data can be retrieved by inputting "ALL" except in Agency Code and Bureau Code.

Why is a case that is passive at Top or is recalled from CSNG still shown on the dispute report as "outstanding" under Category"?

A debt with a status of "Passive at TOP" is still an active debt in Cross-Servicing and may have an outstanding dispute that must be addressed. If a debt is recalled and has a status of "outstanding," notify the dispute analysts.

Could you tell us when will the agency be able to run the Financial Activity Detail report by the Bureau Code and not the entire agency?

The Financial Activity Detail Report can now retrieve the data for an IPAC at the bureau level.

When can we expect the Creditor Agency Reports Training Module and the New Case Entry Report?

We will begin development of Creditor Agency Reports Training Module within the next few weeks and are anticipating completion by the end of the calendar year.

Why is printing reports a problem? CSNG seems to only work every other day for printing.

When printing a report, extract the report as an Excel spreadsheet or Adobe PDF, then print the report from Excel or Adobe Acrobat.

Can we get something in writing on who provides debtor with offset refunds?

The creditor agency is responsible for refunding overcollection. Please see I TFM, Part 4, Chapter 4000, Section 4040.70 , Debt Management Services Collection of Delinquent Nontax Debt.

Some agencies still cannot retrieve reports. Whom do we need to contact?

For assistance on pulling reports, please contact your primary Cross-Servicing Agency Liaison for a walk-thru, or call the Cross-Servicing Agency Liaison Staff.

Why are AWG closed debts still having continued collections when the employer has been notified to cease and terminate salary collections?

Occasionally, employers fail to comply with the AWG Termination Notice when a debt is recalled or returned. If your agency continues to receive AWG payments after the debt is closed, please contact your Cross-Servicing Agency Liaison. The Liaison will contact the AWG staff and request a follow-up with the debtor's employer to stop the garnishment.

Who should be contacted to update Agency Profile information?

Please send Agency Profile updates to Cross-Servicing Agency Liaison staff.

Can TIN On-Line Matching or another Treasury facility/function enable agencies to validate the TIN to individual or business?

Currently, Fiscal Service does not have the capability of validating TINs for our creditor agency partners.

If an agency has a problem with IPAC, what should they do?

You should work with your assigned liaison. If your liaison discovers issues with the report populating the details for an IPAC, he/she will escalate the issue for you and keep you informed of the progress toward a solution.

How does an agency get an off schedule IPAC detail?

There were 16 off schedule IPACs issued on 07/30/2018. For those IPACs, please use the same date range as the normal scheduled dates (7/18/18 to 7/31/18). If you cannot get the details, please contact your assigned liaison.

Agency comment: Please have speakers speak a little slower so agencies can take better notes.

Minutes are distribute to agencies after every meeting.

Agency comment: CSNG is slow; when running reports it's hard getting response. Normally it takes at least 6 attempts before my login is successful.

There was a hardware update that should've resolved the slowness. If still experiencing, contact your agency liaison. Also if you are getting a blank screen, go to the lower right corner and click the "X" to refresh screen.

Can the Client Reference Number be added to the Search results on the Standard Search Prompt Screen?

This request will be submitted as CSNG Enhancement and will be forwarded to Core Team.

Besides Creating a New Business in CSNG can we get more additional training?

We continue to provide system training. You can sign up for one of our webinar training. There are 2 full and individual webinar training a month. You can also contact your agency liaison.

When a debt is recalled as debt forgiven by agency, debt referred in error or return to agency roles, will the system automatically process a deletion request to stop Credit Bureau Reporting?

System was programmed to support this type request.

What are the FY19 fees that Treasury will charge Agencies requesting AWG Hearing services?

Legal is reviewing fees and calculation.

Is there a way to pull a 1099C list under the pool function in CSNG without having to go into each record? Also, is there a way to select a specific Agency when searching under the 1099C pool?

Response provided there's no way to pull list from pool. Artiva wasn't designed to work in that manner.

Will the Credit Bureau Reporting be a part of the Reconciliation report?

Yes.

Can Fiscal Service provide recommendations that will maximize the chances for successful collections?

Validate name of debtor(s), provide correct TIN/SSN and verify most address for debtor(s). Also good proof of debt information.

What can agencies do to ensure the collectivity of a debt by Fiscal Service?

Timely referral, as early as 61 days, if due process has been performed by Agency, as well as provided correct/good contact information, valid TIN/SSN.

Can Fiscal Service provide a catalogue of items that would make a debt uncollectable? For DOL (WHD), we have hundreds of debts referred to Treasury from 15 years ago that have zero monies collected.

There are a variety of reasons why a debt may be uncollectible and they can range from an inability to get in touch with the debtor to the age of the debt. As debts get older they become in some cases more difficult to collect. If there is no TIN/SSN, then the debt cannot be submitted to TOP for passive collection of federal and state payments.

What would make a debt uncollectible? How do we identify the things that would make a debt uncollectible, so that we can rectify them before referral?

If the validity of the debt is in question, if the debt is subject to Bankruptcy, debtor inability to pay the debt, etc. As stated previously, there are a variety of reasons why a debt may be uncollectable, but making sure the debt is valid and we have the necessary information to peruse the debtor greatly improves our odds of collecting a debt.

In what formats can files be downloaded (PDF, Excel, Text)?

Current CSNG reports are available in Excel, except for Financial Activity Report, which is available in both Excel and PDF. Reports can be converted by the user to Text.

Will agencies begin to receive minutes to the bi-weekly call? We used to do so, until CSNG became live.

Yes, minutes from bi-weekly call will recommence to be sent out to agencies.

What is the most current IAI file format version?

Version 3.30n.2.14.18.

How can we request to receive the Reconciliation File? How often is it sent to Agencies?

Agencies that do not currently receive the monthly Reconciliation File, which is sent out the 1st day of the month, must work with Fiscal Service Architect Staff. Agencies must have mechanism to receive file.

What is the URL for the new Fiscal Service Agency Repository website?

Resources for Agencies .

When will the CSNG Reconciliation Report be available?

Continue to make strides will carry over to next conference call, July 11th, 2018.

Will Treasury develop a New Case Entry Report?

Continue to make strides will carry over to next conference call, July 11th, 2018.

Is the IAI (Integrated Agency Interface) File Format the preferred method of transferring data to Cross-Servicing? If so, what is the most recent version and is there information that can be shared with agencies?

The latest version of the IAI File formats is 3.30n.2.14.18. It was distributed to the creditor agencies in Cross-Servicing Technical Bulletin 18-03 dated February 15, 2018. Overall, the layout have not changed. We have updated a few of the file definitions and added some additional error codes.

If a debt is returned with an overage, but the debtor has other accounts for the same agency, why is the overage not applied to the open accounts without the agency having to ask for it to be done?

When Treasury receives, a payment that specifies a particular account to be paid such as collections received from TOP, Pay.Gov, AWG, etc... the payment must be applied to that account. In other cases where the debts have already been tied via a payment agreement, the payment is applied to all debts within that payment agreement.

Will information provided at the 2018 symposium be available on Fiscal Service website? If so, please provide the link.

To link to the symposium handouts, please visit: 2018 Symposium Presentations .

When can agencies expect to begin seeing new proof of debt and dispute requests from the Private Collection Agencies (PCAs)?

At this time we do not have a time frame for when new debts will be referred to PCAs.

Who at the agency will receive the scorecard?

The Deputy CFO and designated agency points of contact receive the standard Agency Assessment Scorecard; however, the interim scorecard is sent to the designated agency points of contact, but not the DCFO.

If a recall is initiated in the CSNG will a Recall Form Request also need to be provided to Fiscal Service?

You only need to provide a Recall Form when you are unable to complete the recall process. If that happens, e-mail the form to DMS.CA.Recalls@fiscal.treasury.gov .

Why does Administrative Wage Garnishment continue on a debt that has been returned to the agency?

Fiscal Service notifies the employer to stop garnishments, but in some cases the employer might have outsourced this function to another entity and notification has not been sent to that entity. In those cases, it will take several attempts to stop the garnishment. If garnishments continue, agencies should contact their Cross-Servicing liaison for assistance at 800-858-0725 or by e-mail .

How can I reach the TOP liaisons?

Your TOP liaisons may be reached by e-mail at Federal.Offsets@fiscal.treasury.gov .

Last modified 07/14/23

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