Cross-Servicing Debt Collection System:
Recently Asked Questions
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).
We are working with DOD IT Team to resolve issues.
Call your Agency Liaison for assistance or call 1-800-858-0725.
There is no report to show debtor(s) on repayment plans.
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.
You can review disputes in CSNG from the October 2017 Go-Live date.
Debts are put on hold for various reasons (pending disputes/PODs, disasters, AWG and etc.). Reviewing notes will provide reasons.
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.
It should be similar as last year. The Agencies have a Pool that will show them all accounts eligible for 1099c.
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.
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.
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.
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.
There's an indicator in CSNG to alert us that account was in the CRS program and Proof of Debt is in-house.
If you do not receive a response, send a follow up e-mail to DMS.MFR@fiscal.treasury.gov.
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.
Three disputes are allowed, but disputes can be agency-specific.
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.
Accounts are updated nightly. If the POD request is not resolved by DMS, the status will remain "Pending." If the Dispute request is not resolved by DMS, the status will remain "Outstanding." Once the POD request or Dispute request is resolved by DMS, the status will indicate "Resolved." If the debt is returned to the agency for lack of response to either, the status will indicate "Expired."
If debts have RTA reason code status "Claim Unsubstantiated," please contact the POD/Dispute Branch for assistance.
The TOP year-end FY19 Technical Bulletin will be sent in October and will include the FY19 TOP IPAC/Collection File Schedule.
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.
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.
The Financial Activity Detail Report can now retrieve the data for an IPAC at the bureau level.
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.
When printing a report, extract the report as an Excel spreadsheet or Adobe PDF, then print the report from Excel or Adobe Acrobat.
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.
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.
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.
Please send Agency Profile updates to Cross-Servicing Agency Liaison staff.
Currently, DMS does not have the capability of validating TINs for our creditor agency partners.
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.
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.
Minutes are distribute to agencies after every meeting.
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.
This request will be submitted as CSNG Enhancement and will be forwarded to Core Team.
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.
System was programmed to support this type request.
Legal is reviewing fees and calculation.
Response provided there's no way to pull list from pool. Artiva wasn't designed to work in that manner.
Validate name of debtor(s), provide correct TIN/SSN and verify most address for debtor(s). Also good proof of debt information.
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.
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.
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.
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.
Yes, minutes from bi-weekly call will recommence to be sent out 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.
Continue to make strides will carry over to next conference call, July 11th, 2018.
Continue to make strides will carry over to next conference call, July 11th, 2018.
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.
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.
To link to the symposium handouts, please visit: 2018 Symposium Presentations.
At this time we do not have a time frame for when new debts will be referred to PCAs.
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.
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.
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.
Your TOP liaisons may be reached by e-mail at Federal.Offsets@fiscal.treasury.gov.
Last modified 11/08/19