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The Directorate of Debt and Claims Management is responsible for the collection or settlement of delinquent debts owed the Department of Defense by former military members, former Department of Defense civilian employees, and other individuals. We handle individual out-of-service debts for the Army, Navy, Air Force, Marine Corps, and other government agencies. In collecting debts for the United States Government, our office follows the debt collection procedures detailed in Book 31 of the Code of Federal Regulations, Chapter 9, Parts 900-904.
We send debt notices to individuals through the United States Postal Service using the mailing address provided by their former pay system or the debt originating office. When the postal service returns the debt notice as undeliverable, we attempt to obtain a current mailing address through the commercial credit bureau network and various other government databases.
Whether or not a current mailing address is found, we are required by law to continue with the debt collection process. Thus, even if we cannot contact a debtor, their debt must be reported to commercial credit bureaus as a "collection account", and their Federal income tax refund may be offset by the Department of the Treasury for payment towards their DFAS debt. We are also required by law to report delinquent accounts to private collection agencies through the Department of the Treasury.
Our staff of customer service representatives is required to adhere to strict Privacy Act guidelines. Under the provisions of the Privacy Act of 1974, we take great care in ensuring account information is protected. Each time we receive a telephonic inquiry, we will request you answer various questions specific to your account. Once this information is verified our customer service representative will proceed with responding to your questions or concerns. If you would like someone other than yourself to have access to your account, you must provide a written or verbal release of authorization.
Our staff of customer service representatives is available to take your calls Monday through Thursday, 7:00 a.m. to 4:00 p.m., and Friday, 6:30 a.m. to 3:00 p.m., Mountain Time. Call us toll-free at 1-800-962-0648. We experience a high volume of calls during February, March, and April, so you may experience longer hold times.
If you prefer emailing us, use our email form, and we will respond to you within 48-72 hours. We encourage our overseas customers to use email whenever possible to avoid regular mail delays. You may also fax your inquiry to 303-676-7013.
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