709.01 What Benefits May Be Replaced SR 03-15, 11/03 (FSM-A)

Replacement of EBT Food Stamp Benefits

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 food stamp benefits will not be replaced if:

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

• the recipient or AR has already used the EBT card to access the EBT food stamp 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

Reissue an EBT card to the recipient or AR if reported by the recipient as lost, stolen, or damaged. Advise any recipient who reports a lost, stolen, or damaged EBT card to cancel the card by calling the toll free EBT customer service number, 1-888-979-9929*.

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. All EBT account transaction errors are investigated and resolved within 10 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.

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.