1. Explain what the letter is and point out that it is a potential letter for benefits. Also says "may" have $$.
"Most of the time when people call in about this letter, we find they no longer have an account, but I'd be more than happy to look for you"
2. Pull up the account
"Thanks for verifying that information. After searching, looks like we do not have an active account for you"
3. If they ask why/what happened…
"In order to have a zero balance:
- Eligibility period was not met (was up to 15 years)
- You requested a distribution from the plan sometime after termination”
***If partner did take $ and he/she doesn't remember
"That's not uncommon since it happened such a long time ago. However, we do not have the records from the prior recordkeeper"
4. If they are still reluctant to accepting no…
5. Empathize.
"I understand the confusion. The SSA will send those letters out because the IRS has no records of the funds leaving the account. Back then, it was not mandatory to report. At this time, there are no funds payable to you."
If they want to want to know "who to call"/escalate/etc.
6. Let partner know:
“You’ve done everything you should and called the right people. Try to contact your bank, they might have records of a check deposit. That's all the advice we can give.
Have a great day..”
If we receive a letter and we have no contact information, please send this letter to the partner along with a copy of the SSA Letter.