Michigan Calls

• URL https://www.experian.com/access/login.html

• “Thank you for calling Michigan Treasury Verification Services. My name is ________, May I have your Quiz ID?" (10 digit number) Refer to In State or Out Of State excel file to confirm Quiz ID under "Transaction ID"

• "Thank you, I will be happy to help you with the identity verification process today, just a moment while I locate your quiz ID."

• "Can I please have the amount of your state refund?" (If the refund amount given is $5 higher or $5 lower than what you see on the call center file please refer back to the state of Michigan. DO NOT run a transaction)

• Choose Subcode based on In State or Out Of State then select product dropdown - TBD2 S2692080 In State or TBD2 S2692090 Out of State

• "Did you file Joint or single?"

• IF JOINT, please CONFIRM that they are listed first on the letter. If they are listed second, we will need to speak with the person listed first on the letter. 

• Third Party Disclosure VERBATIM!!

ONLY READ WHAT IS IN RED

Before we continue, may I have your permission to discuss your sensitive personal identifiable information while another person is on the phone line or in the room with you? (VERBAL YES NEEDED) WHEN CALLER SAYS YES (DO NOT SAY THANK YOU, OK, ALRIGHT NOTHING)

 May I please have the name of that person with you?" WHEN CALLER GIVES YOU NAME (DO NOT SAY THANK YOU, OK, ALRIGHT NOTHING)

"Do you give permission for _____(Name of 3rd Party)___ to provide me with the information needed to complete your transaction? Please understand you will need to provide answers to the verification questions." 

You must hear a verbal YES for Legal Purposes.

• Enter Quiz ID under Reference Number Field. Gather & fill in members PII. Be sure they spell their name/address/ect (Use address they used to file return)

(MUST BE ASKED IN FULL SENTENCES)
"May I please have your name, and would you spell it for me?"
"Thank you, Name, what address did you use to file your taxes?"
"What State are you calling from today?"
"May I have your Social Security number please?"
"May I have your Date of Birth?"  (CUSTOMER MUST BE 18 OR OLDER)
"May I have the phone number you used to file your taxes?"

Read Disclosure VERBATIM before submitting. VERBAL "YES" IS REQUIRED!!
"In order to further assist you I need your verbal authorization to access your consumer credit profile. The information obtained will only be used for the purposes of identity proofing. Do I have your permission to continue?"
"Thank you, Name, I will now attempt to generate your identity screening questions."
***LOG INTO DISPO TOOL & PREPARE TO DISPO YOUR CALL***

 Hit submit to run the transaction.

"I am going to read you a series of questions and answers. Please allow me to read the full question and all possible answers before you respond with the most appropriate answer."
(Read all questions and answers)

• Passed: PID IDP…"Congratulations! We were able to verify your identity. Your refund will begin being processed. You can track your refund at www.michigan.gov/wheresmyrefund. The identity verification will be processed and forwarded to the Department of Treasury to complete the return. If you have any additional questions please contact treasury directly at 517-636-4486. "

"Again, my name is ______ Thank you for calling Michigan Treasury’s Verification Services, have a great rest of the day."

• Failed: DO NOT GIVE REASON FOR DENIAL

"I am sorry we were unable to verify your identity/generate your ID screening questions. Are you ready for your next step toward verification?"     
  Customer "Yes"

 "Please see the mail in verification method under section A of your letter. Please follow the instruction to mail in your information. The mailing address is listed in the same section of your letter."
"Again, my name is ______ Thank you for calling Michigan Treasury’s Verification Services, have a great rest of the day."

TREASURY NUMBER CAN BE GIVEN TO CUSTOMER IF FAILED. 

(Do not tell the Consumer about these documents unless they ask about them. W2s, 1099’s, SSA 1099’s, or K1’s that show withholding reported on your return.)

**Please do NOT give a time frame for how long it could take to get their refund!!**

If you cannot find the Quiz ID, please ask for the date on the letter. If the date on the letter is not from this Calendar Year, please ask that they call treasury for an updated letter. DO NOT look for an older file from that calendar year. 

**Please do NOT give a time frame for how long it could take to get their refund!!** 
We are only verifying their identity & do not have that information

Please Note: There will be two subcodes listed in the Precise ID when logged onto the Precise ID for Michigan, Please select the appropriate subcode when initiating a new transaction.

2692080 - Michigan Address (In-State)
2692090 - Non-Michigan Address (Out of State)

*Remember to put the Quiz ID back into the “Reference Number” field after clicking “New Inquiry”. Then begin collecting the caller PII to populate the PID fields.