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General |
|  | What amount is Supportkids trying to collect? |
| | | Supportkids is trying to collect the amount that is due to you at the time we receive the first payment on your behalf. This may be referenced as the “Specified Amount” or “Contract Amount”. Supportkids will determine this amount by charging the non-custodial parent the judgment amount, if any, plus monthly child support accruals, if appropriate. Supportkids will typically include any interest to which you may be entitled. Then we give the non-custodial parent credit for any payments made. The difference between the charges accrued and the payments made at the time of our first collection is the amount we are trying to collect. |
| | How often does Supportkids work my case? |
| | | The frequency with which each case is worked is as unique as the individual case. At different stages of the collection process the time frame of when your case is worked can change. Generally, when a case is with an Enforcement Specialist, your case is worked every 3-4 weeks. Supportkids makes every effort to keep you updated on your case. Please allow sufficient time between update requests. |
| | How long will Supportkids pursue child support for me? |
| | | Unfortunately, Supportkids is not able to collect on every case. The details and success rates vary from case to case. Your case does not automatically close after 12 months of no payments. Please reference your contract for specific details. |
| | What collection tools are available? |
| | | Supportkids uses voluntary and involuntary methods to resolve the child support obligation. The tools available to us include:
• Verbal and written communication which can lead to voluntarily payments
• Settlement negotiations
• Wage withholdings
• Liens
Please note that the experts at Supportkids will determine what actions are appropriate and in the best interest of your case. |
| | What if the non-custodial parent files for bankruptcy? |
| | | While child support is not dischargeable in bankruptcy, bankruptcy law and its procedural rules temporarily shield the non-custodial parent from any collection action. Our efforts are placed on hold until one of the following occurs: (1) the bankruptcy case is closed; (2) the bankruptcy case is dismissed; (3) the debtor is discharged; or (4) a court order terminates or modifies the stay. Please notify us if bankruptcy becomes an issue. We will keep your case open, and monitor the progress of the bankruptcy. It is important to understand that bankruptcy cases can take months, sometimes years to resolve. |
| | What do I do if the government sends me a hearing notice for my child support case? |
| | | Please forward any hearing notice you receive to our Client Relations Unit. Our Legal Department will review the notice to determine how the hearing impacts the Supportkids' case. In most cases, Supportkids will not attend hearings called by an entity other than Supportkids. (Supportkids is here to enforce your existing child support order, not to assist with modifications or to assist the state with actions called by the state or to represent you on visitation issues, etc.) Any time you attend a hearing, please advise Supportkids as to the outcome so that we will be aware of any changes to the court order for child support. |
| | How will my child support be impacted if my current husband adopts my child? |
| | | Once your child is adopted, the biological parent is no longer responsible for paying "current" child support. However, any arrearages that accrued prior to the adoption are still owed to you. |
| | Can Supportkids intercept an IRS tax return from the non-custodial parent? |
| | | As a private company Supportkids does not have the authority to intercept the non-custodial parent's income tax return. Any payment we receive that is identified as an IRS intercept will be passed directly to you with no fees deducted. Your local government office should update their records annually and include tax refund interceptions as an enforcement option. If you are interested in having the non-custodial parent's tax refund applied to the child support obligation owed to you, you will need to contact your local government child support office. |
| | Will you forward correspondence from me or my children to the non-custodial parent? |
| | | Yes, we will forward letters and pictures to the non-custodial parent at your request. All correspondence is reviewed in advance for appropriateness. Our policy is the same for communication from the non-custodial parent to you or your children. |
| | How do I update my name change through Supportkids? |
| | | Send your request in writing and include a copy of valid identification such as driver’s license, social security card, or marriage certificate. Make sure to include your Client ID Number. |
| | How will my checks from a non-custodial parent, not affiliated with Supportkids, be impacted by your involvement? |
| | | There is a chance that your payments from another non-custodial parent will be forwarded to Supportkids. Our contact information is provided to state offices after your case has been accepted and often times they update every record associated with your name. When checks from the secondary non-custodial parent arrive, we will forward them to you without a fee deduction. Unfortunately, this will cause a delay in receipt of your payment. There is not an alternative to this step. |
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Direct Deposit |
| | Why should I sign up for direct deposit? |
| | | Direct deposit is a convenient way to receive your child support payments. The funds are automatically deposited into your account. No need to pay check cashing charges or make a trip to the bank! |
| | How do I sign up for direct deposit? |
| | | You must have a US bank account to participate. Contact our Client Relations Unit and request a direct deposit authorization form. A customized authorization form will be forwarded to you. Complete and sign the form and return it with a voided check. If you do not have checks, your bank can provide you with a direct deposit routing form with your bank’s routing and account numbers. A voided deposit slip will not be accepted. This entire process takes approximately 10-15 business days from the date we receive your completed paperwork. |
| | How do I know how much money was deposited into my account? |
| | | Supportkids is able to update you on the amount of child support that we collected and the amount that was deposited into your account. You can obtain this information by contacting our Client Relations Unit. |
| | When should my funds be in my bank account once you receive my child support payment? |
| | | The funds should be in your bank account within 7 business days after we receive your child support payment. |
| | What if I want to change my bank account information for direct deposit? |
| | | Please contact us right away if your bank account is no longer valid. We will cancel your direct deposit information, and it will be necessary for you to complete a new form and submit it with a voided check. If funds are received before the new account is processed, your child support payments will be loaded onto a TotalPay Card. |
| | What if I do not want to receive my child support payments through direct deposit any longer? |
| | | Contact our office right away if you want to cancel direct deposit. If funds are received after your direct deposit is cancelled, the child support payments will be loaded to a TotalPay Card. |
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TotalPay Card |
| | What is a TotalPay Card? |
| | | A TotalPay card is a Visa Debit card for your child support payments. TotalPay cards are accepted at millions of locations nationwide that accept Visa debit cards! Your child support payments will be loaded onto a TotalPay card and will be immediately ready for use. |
| | What are the benefits of a TotalPay Card? |
| | | TotalPay Card is a convenient way to receive your child support payments. No need to pay check cashing charges or make a trip to the bank! |
| | How can I receive my funds through a TotalPay Card? |
| | | If you are not signed up for direct deposit, Supportkids will automatically register you for a TotalPay Card after you receive your first physical check from Supportkids. Do not throw the card away. You must call to activate. |
| | What is a Money Network Check? |
| | | No cash on hand? With Money Network Checks, you can write a check to yourself to access 100% of your exact child support payment and cash it for free at check cashing locations. You can also use the Money Network Checks like money orders to pay bills. |
| | Can Supportkids tell me my balance on my TotalPay card? |
| | | Supportkids will not have access to your TotalPay card balance or details of usage. Please contact: |
| | How do I find out how much money Supportkids has loaded to my TotalPay card? |
| | | Supportkids is able to update you on the amount of child support that we collected and the amount that was loaded onto your TotalPay card. You can obtain this information by contacting our Client Relations Unit. |
| | Why are there “pending charges” on my TotalPay card and how does this impact by balance? |
| | | Certain merchants will put a hold or “pending charge” on your card to ensure funds. Examples of these merchants could include gas stations, hotels and car rental companies. This will impact the balance of funds that is available for use. |
| | How can I obtain funds from my TotalPay card without being charged a fee? |
| | | If you use the TotalPay card as a signature point of sale, meaning the PIN is not used, there is no charge. You are allowed one free ATM transaction per month. You can write a Money Network check to yourself and assess 100% of your funds by cashing the check for free at check cashing locations. |
| | Will you forward correspondence from me or my children to the non-custodial parent? |
| | | If you use the TotalPay card as a signature point of sale, meaning the PIN is not used, there is no charge. You are allowed one free ATM transaction per month. You can write a Money Network check to yourself and assess 100% of your funds by cashing the check for free at check cashing locations. |
| | What if I prefer to receive my funds via direct deposit instead of a TotalPay card? |
| | | If you prefer to have your child support payments deposited into your bank account, contact our Client Relations Unit and you can request a direct deposit authorization form. A customized authorization form will be forwarded to you. Complete and sign the form and return it with a voided check. If you do not have checks, your bank can provide you with a direct deposit routing form with your bank’s routing and account numbers. A voided deposit slip will not be accepted. Your funds will continue to go onto your TotalPay card until this process is completed which can take 10-15 business days from the date we receive your completed paperwork. |