Kimberley2023-CSM
commented
1 month ago 7/29/24: Sent details to Jeremy H. for review of issue and confirmation this is in their purview. Awaiting response.
Closed ATMiddleton closed 1 month ago
Kimberley2023-CSM
commented
1 month ago 7/29/24: Sent details to Jeremy H. for review of issue and confirmation this is in their purview. Awaiting response.
Kimberley2023-CSM
commented
1 month ago 7/29/24: Jeremy responded: Yes I believe we can be of assistance here, and we have opened internal JIRA ticket ETSHD-2586 for tracking and recording of this request. The EVSS HD reviewed the documentation and errors information provided. We then ran an audit in all of our databases for the veteran and were unable to find any entries in our databases related to the veteran having a date of death. However, we did find that the ID.me account was improperly correlated to the veteran and a PCE flag had been activated on the account, which could and likely is presenting as the error the veteran received. We have already resolved the correlation issue that was associated with their account. And we are working with MVI to get the PCE flag removed from the account, and plan to reach out to the veteran and have them reattempt their work to identify if the issue is then resolved for them. I will follow back up on this thread, when I have a further update for you. Thank you.
ATMiddleton
commented
1 month ago Vicki Caruso Yesterday at 8:45 AM 8/5: Jeremy responded: The EVSS HD has now been able to confirm with MPI that the PCE flag is cleared on the veteran’s account, and we believe the issues to be resolved. We are sending communication to the veteran to confirm the resolution, and I will reply with a further update after that confirmation
Issue Description
Veteran's VA.gov account has them incorrectly listed as deceased. This issue has been ongoing since June 21st when his wife and VA caregiver under the Caregiver Support Act, tried to enter her direct deposit information, and received the attached message. When she reached out to the Tech Support for ID.me and VA.gov, she was informed the Veteran had passed away, which very much upset her considering he was also on the phone with her at this time. She was on the phone with the VA to try and resolve this for four hours only for the call to be disconnected and receive an email stating the issue has been resolved. Unfortunately this is not the case and Veteran is still receiving this message in his VA.gov account and is seeking assistance with getting this error fixed.
https://app.slack.com/client/T03FECE8V?selected_team_id=T1ZD0UBMZ
Tasks
[ ] Resolve issue
Acceptance Criteria
[ ] Congressional Correspondence will receive details of the resolution
How to configure this issue
product support,analytics-insights,operations,service-design,Console-Services,tools-fe)backend,frontend,devops,design,research,product,ia,qa,analytics,contact center,research,accessibility,content)bug,request,discovery,documentation, etc.)