Returned, Cancelled, and Lost/Stolen/Mutilated Checks

About

 

There are situations where checks may not be deposited smoothly into a client’s account. In some instances checks may be returned to the Home Office Financial Processing Unit (FPU) or the local agency due to an incorrect address or a client moving without notifying the agency of their correct address. There may also be instances where a local agency requests that the Home Office FPU stop payment for a lost, stolen or mutilated check. This Quick Reference Guide (QRG) provides an overview of the specific steps that Home Office FPU Workers and local agency workers need to follow to ensure that a new check is mailed to the appropriate address or to stop payment for a check. This QRG also includes an appendix to provide definitions of related finance codes and alerts referenced throughout the document.

 
  Note: Contact a Home Office Energy Assistance Program (EAP) consultant with issues regarding an EAP vendor’s check.

Check Returned to Home Office Financial Processing Unit (FPU)

 

Home Office FPU and local agency workers need to work together to ensure proper routing when a check is returned to the Home Office. The instructions below provide an overview of the process.

  

Home Office FPU Worker:

 

  1. From the Left Navigation, select Benefit Issuance and then Maintain Checks.
  2. Search by Check Number or other appropriate fields for the check issuance.


  1. Click the pencil icon to edit the specific issuance. The Check/Direct Deposit Action screen displays. This screen is read-only for the Home Office Finance Worker.
  2. Click Continue to access the Finance Check/Direct Deposit Status screen.
  3. Select the Finance Status of Returned to FPU from the dropdown menu.
  4. Click Save.

 

Note: VaCMS generates an alert (Alert 10) to notify the local agency worker that a check was returned to the FPU.

 

 

Local Agency Worker, upon receipt of the alert (Alert 10):

 

  1. Receive the alert notifying them that a check was returned to the FPU.

 

Note: If the local agency worker does not complete the Check/Direct Deposit Action by selecting an Action Requested within 10 days, VaCMS generates an alert (Alert 114) to notify the Home Office FPU worker to cancel the check.  

 

  1. From the Left Navigation, select Benefit Issuance > Maintain Checks.
  2. Search by Check Number or other appropriate fields. Click the pencil icon to edit a specific Issuance.
  3. The Check/Direct Deposit Action screen displays. Select the appropriate Action Requested from the dropdown menu: Remail - New Address, Remail - Same Address, or Cancel.
    1. If the Action Requested is Remail - New Address, a comment box is enabled.
    2. Enter the new address in the comment box for the Home Office FPU worker to reference.
  4. Click Continue.

 

Note: VaCMS generates an alert (Alert 114) to notify the Home Office FPU worker of the action requested.

 

Note: When applicable, remember to also update the address in Data Collection for an open case or from the Case – Search / Summary page for a closed case.

 

Home Office FPU Worker, upon receipt of the alert (Alert 114):

 

  1. From the Left Navigation, select Benefit Issuance and then Maintain Checks.
  2. Search by Check Number or other appropriate fields. Click the pencil icon to edit a specific Issuance.
  3. The Check/Direct Deposit Action screen displays.  
  4. Click Continue to access the Finance Check/Direct Deposit Status screen.
  5. Update the Finance Status based on Action Requested: Remailed-New Address, Remailed-Same Address, or Cancelled.
  6. Click Save.

 

Note: VaCMS disposes the alert (Alert 114) that notified the Home Office FPU worker of the action requested.

 

Note: If the Cancelled status is selected, the VaCMS generates an alert (Alert 115) to notify the local agency worker that the check was cancelled by the Home Office FPU worker. Upon receipt of the alert, the local agency worker should follow steps 1 – 6 below:

  

If the Finance Status is Cancelled, the local agency worker:

 

  1. From the Left Navigation, select Benefit Issuance and then Maintain Checks.
  2. Search by Check Number or other appropriate fields. Click the pencil icon to edit the specific Issuance.
  3. The Check/Direct Deposit Action screen displays.
  4. The Benefit Re-Issuance section is enabled, because the Finance Status is Cancelled. Enter Re-Issuance (Yes or No).
    1. If No, enter Reason not Re-Issued.
    2. If Yes, the Check Mailing Detail section is enabled and defaulted to prior check information. Update to a different Name and Address as appropriate.
  5. Enter Comments, as appropriate.
  6. Click Continue.

 

Note: If Re-Issuance is Yes, Check / Warrant is generated overnight with Issuance Type of Replacement. Entry will display in Benefit Details and Maintain Checks the following morning.

 

Note: Remember to also update the address in Data Collection for an open case or from the Case – Search / Summary page for a closed case.


 
Check Returned to Local Agency
 

If a check was mailed to the wrong address and is returned to the local agency, the local agency should mail the check to the correct address. If the local agency worker cannot mail the check to the correct address, then the check should be sent to the Home Office FPU. Action in the Maintain Checks link of the VaCMS is not required.

 

Note: Remember to also update the address in Data Collection for an open case or from the Case – Search / Summary page for a closed case.

 

If the local agency is contacted by a client for a check that has been lost, stolen, or mutilated, refer to the Lost, Stolen, or Mutilated section below.   

  
 
Stop Payment Request for Lost, Stolen or Mutilated Checks
 

There may be instances when a local agency needs to submit a request to the Home Office FPU to stop payment for a check that has been lost, stolen, or mutilated. The local agency worker and Home Office FPU Worker each must complete steps to stop payment.

 

Local Agency Worker:

 

  1. From the Left Navigation, select Benefit Issuance and then Maintain Checks.
  2. Search by Check Number or other appropriate fields. Click the pencil icon to edit a specific Issuance.
  3. The Check/Direct Deposit Action screen displays.
  4. Enter Action Requested from the dropdown menu: select Stop Payment – Check Lost, Stop Payment – Check Stolen, or Stop Payment – Check Mutilated.
  5. Enter Date All Required Documents are Submitted.
  6. Click Save + Continue.

 

Note: VaCMS generates an alert (Alert 114) to notify the Home Office FPU worker of the action requested.

 

Home Office FPU Worker, upon receipt of the alert (Alert 114):

 

  1. From the Left Navigation, select Benefit Issuance and then Maintain Checks.
  2. Search by Check Number or other appropriate fields. Click the pencil icon to edit specific Issuance.
  3. The Check/Direct Deposit Action screen displays. This screen is read-only for the Home Office FPU worker.  
  4. Click Continue to access the Finance Check/Direct Deposit Status screen.
  5. Update Finance Status to: Payment Stopped – Affidavit Received / Check Cashed, Payment Stopped – Affidavit Received / Check Not Cashed, or Payment Stopped - Other Certified Documents Received.
  6. Click Save.

 

Note: VaCMS disposes the alert (Alert 114) that notified the Home Office FPU worker of the action requested.

 

Note: VaCMS generates an alert (Alert 115) to notify the local agency worker that the payment was stopped for the check by the Home Office FPU worker.

 

Local Agency Worker upon receipt of the alert (Alert 115):

 

  1. From the Left Navigation, select Benefit Issuance and then Maintain Checks.
  2. Search by Check Number or other appropriate fields. Click the pencil icon to edit specific Issuance.
  3. The Check/Direct Deposit Action screen displays.
  4. The Benefit Re-Issuance section is enabled, because the Finance Status is Payment Stopped. Enter Re-Issuance (Yes or No).
    1. If No, enter Reason not Re-Issued.
    2. If Yes, the Check Mailing Detail section is enabled and defaulted to prior check information. Update to a different Name and Address as appropriate.
  5. Enter Comments, as appropriate. Click Continue to access the Finance Check/Direct Deposit Status screen.

 

Note: If Re-Issuance is Yes, the Check / Warrant is generated overnight with Issuance Type of Replacement.  Entry will display in Benefit Details and Maintain Checks the following morning.

 

Note: Remember to also update the address in Data Collection for an open case or from the Case – Search / Summary page for a closed case.

 
 
 
 Appendix Code Values
 
Action Requested

Code Action Requested
SL Stop Payment – Check Lost
SS Stop Payment – Check Stolen
SM Stop Payment – Check Mutilated
RN Remail - New Address
RS Remail - Same Address
CL Cancel
 
Action Requested Reason

Code Action Requested Reason
MC Mutilated check - not legible/cannot be processed
NR Payee did not receive check
RL Check received, then lost/stolen
RE Check received, endorsed, then lost/stolen
CD Check destroyed; more than half unrecoverable
WA Check mailed to wrong address
SR Check cashed in stored, then robbed/destroyed in fire
SC Special circumstances
CS Cashed check copy sent to LWA
FI Forgery initiated
OT Other
 
Finance Status

Code Finance Status
SC Payment Stopped – Affidavit Received / Check Cashed
SN Payment Stopped – Affidavit Received / Check Not Cashed
OT Payment Stopped - Other Certified Documents Received
RF Returned to FPU
CD Cancelled
RN Remailed-New Address
RS Remailed-Same Address
 
Reasons Not Re-Issued (TANF)

Code Reason Not Re-Issued
AR Client's Request
DT Death of Case Name/Caretaker Relative
DE Death Of Only Eligible Household Member
UL Moved Or Unable To Locate
LC Local Check Issued *
ER Application approved in error
LO Not A Resident Of This Locality
 
Reasons Not Re-Issued (LIHEAP)

Code Reason Not Re-Issued
AR Client's Request
DE Death Of Only Eligible Household Member
UL Moved Or Unable To Locate
LC Local Check Issued
ER Application approved in error
AD Application Received After Deadline
IV Failed To Provide Income Verification
NF Failed To Provide Non-Financial Verification
MI Income Exceeds Maximum Income Level
AS Ineligible Alien Status
LA Ineligible Living Arrangement
AH Member Of Another Household
NE No Heating Expense
LO Not A Resident Of This Locality
NR Not Responsible For Heating/Cooling Bills Or Equipment
  

 
 Appendix Alert-Information
 
Alert ID: 10
Alert Name: Check Returned To FPU
Alert Text: Check has been returned to FPU. Please indicate a check action request by <trigger date + 9>.
Target Role: Eligibility Case Worker
Trigger Condition: Check returned to FPU and the Finance staff updated the check status to "Returned to FPU"
Days Until Due: 5 days
Auto-Delete Condition: Eligibility worker indicates a Check Action Request
 
Alert ID: 114
Alert Name: Check Action Requested by Eligibility Worker
Alert Text: Please <check action> check <warrant number> issued to <payee name, case name, vendor name> in the amount of <issuance amount> dated <warrant date>.
Target Role: Home office finance staff
Trigger Condition:
  1. Eligibility Worker selects a Check Action Request on the Check Action screen
  2. 10 days have passed since check status set to "Returned to FPU"
Days Until Due: 5 days
Auto-Delete Condition: Finance staff updates the Check Status to "Cancelled", "Remailed - Same Address", or "Remailed - New Address"
 
Alert ID: 115
Alert Name: Check Cancelled/Stopped by Finance Staff
Alert Text: Check <Check number> has been <Check Status>.  Please take appropriate action using the Check Action screen.
Target Role: eligibility worker
Trigger Condition: Check Status updated to "Cancelled," "Payment Stopped – Affidavit Received / Check Cashed," "Payment Stopped – Affidavit Received / Check Not Cashed," or "Payment Stopped – Affidavit Not Received"
Days Until Due: 0 day
Auto-Delete Condition: Eligibility worker indicates a check action in the Benefit Reissuance section of the Check Action screen.

Updated 02/24/2017