Switch to new TSP account numbers prompts concern

The Thrift Savings Plan on Monday began requiring enrollees to identify themselves using new account numbers rather than Social Security numbers, prompting concern from some participants who say they have not received or have lost the new numbers.

TSP Legislative Director Tom Trabucco said Thursday that plan officials have sent out 61,824 replacement account numbers to participants who say they did not get the original mailing or misplaced it. The change also has resulted in an increased volume of calls this week, from the usual 8,000 calls a day to 11,000 per day, he said.

"We kind of expected that there would be a response, and we were prepared," Trabucco said.

TSP officials announced the switch away from Social Security numbers in August, noting that participants would have to use new account numbers in conjunction with Web passwords for online transactions. Plan officials alerted participants they would receive the new numbers by mail in September.

Trabucco said people who call the ThriftLine service will now receive a message that directs them to the Web site to request that their number be reissued. Participants also can ask for their account number or a new password directly through the Account Access portion of the Web site, he said.

In addition, enrollees can call the ThriftLine and push a button to request that the number be re-mailed or talk directly to a service representative. Trabucco said participants should not expect to receive their account numbers over the phone. "That would violate the purpose of this, which is to have more security," he said.

According to the TSP Web site, enrollees who request another mailing should expect to receive the new number within 10 days. Participants will not have access to their accounts via the Web or through ThriftLine until they can provide an account number, according to the Web site.

Trabucco recommended that enrollees take steps to protect their accounts, citing a key-logging incident in December in which hackers accessed accounts and stole $35,000. He cautioned against writing down the account number or password or sharing the information with others. He also recommended that participants take precautions to keep their home computers secure.

"We have put in stronger passwords and eliminated Social Security numbers in the interest of improving the security of the TSP," Trabucco said. "But security is only as strong as the weakest link in the chain. Participants have to keep the information we send secure."