The following instructions are regarding verifying case alerts in the Asset Verification System.

• The Will Not Respond case queue icon (red exclamation point) signals to users that the case contains an unverified account from a Financial Institution (FI) that is currently unable to validate the identity associated with the request
• This almost always means that the applicant does in fact own an account as said FI, but there was a potential validation issue on the bank’s side. An example of a validation issue is that the name on the AVS request might not exactly match what the bank has on file, therefore the bank does not feel comfortable with releasing the account information. Instead they send a ‘Will Not Respond’ message that can include a reason message stating what validation issue there was with this case.
• To rectify any identity issues, such as an incorrect name or DON, users should navigate to the Case Correction tool and edit the name or DOB as needed. Once the user updates the case with the corrected information the AVS request will automatically be sent out to the FI’s or Lexis Nexis.
• Please note that if the bank comments that the SSN is incorrect the user will have to close out the case and re-submit an entirely new request via Ad Hoc Request or batch file because the SSN cannot be edited in Case Correction.

• To view the actual will not respond message users can select ‘Account Information’ section, located in the Case Dashboard.
• Sometimes the FI’s will include a comment along with the reason which will assist the user in identifying what the issue is with the AVS request. Common comments are ‘Unable to verify identify, or ‘Incorrect SSN’.

• To generate a report featuring Will Not Respond alerts on cases, users with reporting access are advised to select on the ‘Reports’ icon and select ‘Case Error Report’;
• Next, enter in the Report Parameters such as Start and End Dates and Record Status ‘Banks Not Responding’ and select ‘Run Report’.
• The report will identify which cases have a ‘Will Not Respond’ message, along with the bank’s and worker information if applicable.