707 REPLACING FINANCIAL ASSISTANCE BENEFITS SR 98-51, 12/98 (AAM-A)

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Replacement of EBT Benefits

Case Technicians must advise the client at the initial eligibility interview and at each redetermination that the client 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 client or AR has already used the EBT card to access the EBT cash account.

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

Replacement of EBT Cards

An EBT card is reissued to the client or AR if reported by the client as lost or stolen. A client may cancel the card through the toll free EBT customer service number by calling 1-888-997-9777 or by reporting the loss or theft to the district office.

If a client requests a reissuance of an EBT card which is believed to be damaged, district office staff responsible for EBT must:

• Determine if the card is actually damaged. The client or AR must provide district office EBT staff with the actual card for determination of damage.

• If the card’s magnetic stripe can still be read by the district office’s magnetic card reader, the card is not replaced.

• If the card’s magnetic stripe cannot be read, the district office processes the request for a replacement card.

Deactivation and Return of EBT Benefits from Unused EBT Accounts

Case Technicians must advise the client at the initial eligibility interview and at each redetermination that if the EBT card is not used for a period of 90 days, any financial assistance remaining in the EBT account will be removed from the EBT account and no longer available for spending. Financial assistance will not be returned after the first 90 days of account inactivity. No Advance Notice Period (ANP) is required.

Replacement of EFT Benefits

There is no provision for replacement of cash benefits deposited into the client's personal account via EFT and then subsequently withdrawn by unauthorized persons. Advise recipients not to designate an account for EFT if it is jointly owned with a nonassistance group member, or provide joint ownership to an account after EFT has been established, since EFT benefits used by the joint owner will not be replaced.

• Cash benefits deposited into the wrong account as a result of bank error will become an issue between the client and his/her bank. In this instance, the bank is responsible to correct 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 client 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.