707 REPLACING FINANCIAL ASSISTANCE BENEFITS SR 04-03, 05/04 (AAM-A)

Replacement of EBT Benefits

Family Services Specialists must advise the applicant at the initial eligibility interview and at each redetermination that the individual is responsible for the security of the EBT card and that EBT benefits will not be replaced if:

• the EBT card is used by an unauthorized individual anytime after it has been activated; or

• the recipient or AR has already used the EBT card to access the EBT cash account.

Advise any recipient who reports unauthorized use of their EBT card to cancel the card by calling the toll free EBT customer service number, 1-888-997-9777.

Replacement of EBT Cards

An EBT card is reissued to the recipient or AR if reported by the recipient as lost, stolen, or damaged. Advise any client who reports a lost, stolen, or damaged EBT card to cancel the card by calling the toll free EBT customer service number, 1-888-997-9777.

Replacement EBT cards are mailed directly to the cardholder’s current mailing address.

Replacement of Benefits Due to an EBT Transaction Error

An EBT transaction error occurs when, due to a systems error or malfunction:

• the retailer or merchant is not credited with some or all of the transfer of funds; or

• the recipient does not receive some or all of the benefits requested, although the recipient’s EBT account is debited for the full amount.

All EBT account transaction errors are investigated and resolved within 45 business days. At the conclusion of the investigation, the client’s EBT account is credited or debited with the amount under investigation.

• If it is determined that a merchant was not credited for the full EBT transaction amount, the recipient’s EBT account is debited in the amount of the discrepancy. The next month’s benefits, if needed, may also be debited from the recipient’s EBT account to complete the adjustment.

• If it is determined that a recipient did not receive the full transaction amount that was debited from the individual’s EBT account, the recipient’s EBT account is credited in the amount of the discrepancy.

The household has 90 days from the date of the debit adjustment notification to request an administrative appeal.

• If the household requests an administrative appeal within 10 days of the date of the debit adjustment notification, the adjustment amount remains in the recipient’s account, pending the administrative appeal. If the recipient loses the appeal, the adjustment amount is recouped from the recipient’s account and credited to the merchant’s account. If there are insufficient funds in the recipient’s EBT account to cover the full recoupment amount, the recipient’s next month’s benefits will be debited to settle the full adjustment amount.

• If the household does not request an administrative appeal within 10-days of the date of the debit adjustment notification, the adjustment amount is credited to the merchant’s account.

A household may request provisional credit in the amount of the adjustment after 10 days but within 90 days from the date of the adjustment notification. The Family Services Specialist and DFA Administrative Supervisor must:

• verify that the recipient meets hardship criteria; and

• complete Form 472, Acknowledgment and Statement of Understanding of EBT Provisional Credit Requirements.

Hardship exists if all of the following criteria have been met:

• the amount of transaction dispensed to the recipient was 20% or less of the benefit amount requested; and

• the recipient provided a signed, written statement indicating that the household is experiencing or threatened by at least one of the following:

- homelessness or eviction;

- termination of a utility or dependent care; or

- lack of medicine, food, heat, hot water, or cooking fuel.

Provisional credits are subject to recoupment upon completion of the investigation.

Deactivation and Return of EBT Benefits from Unused EBT Accounts

If an EBT account is not used for a period of 60 days, New HEIGHTS client letter BI0008, EBT Expired Benefits Letter, is generated and sent to the client indicating that any financial assistance remaining in the EBT account older than 90 days will be removed from the EBT account. Benefits removed from the account are no longer available for spending and will not be returned to the recipient. No Advance Notice Period (ANP) is required.

Replacement of EFT Benefits

There is no provision for replacement of cash benefits deposited into the recipient's personal account via EFT and then subsequently withdrawn by unauthorized persons. *

Advise the client that if the only account available for EFT benefits issuance is a joint account, the client is responsible for the security of that account. If a joint owner of the account uses the EFT benefits without the client’s authorization, they will not be replaced.

Replacement of Benefits Due to an EFT Account Error

Cash benefits deposited into the wrong account as a result of bank error must be resolved between the recipient and his/her bank. The bank is responsible for correcting the error within its network.

Cash benefits deposited into the wrong account due to incorrect EFT information entered into New HEIGHTS will be reissued to the correct recipient account upon notification to the District Office. Recovery of the money erroneously deposited into the wrong account will be pursued by the State's depository bank.

If the bank rejects an EFT, reissue financial assistance benefits through the EBT cash account until the reason for the bank rejection has been corrected. Provide written notice of the rejected EFT and the alternate EBT issuance if the reason for the rejection cannot be corrected prior to the next regular assistance payment issuance date.