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MS 0270 [2]

E. The EBT card is mailed in a card carrier, which is a two-sided heavy paper folder with slots cut to hold the card in place during mailing. Supplemental EBT educational information is printed on the card carrier covering such subjects as:

1. How and where to use the card;

2. How and when to use the CSR;

3. How to protect the card;

4. The need for Personal Identification Number (PIN) security; and

5. A non-discrimination statement.

F. SNAP households may designate a representative to receive and use the EBT card on their behalf. Naming an EBT representative allows that person to contact the Customer Service Representative (CSR) on the recipient’s behalf. If the household designates two representatives, one to apply for benefits and the other to use the EBT card, the household must specify which representative is to use the EBT card. Authorized representatives are not issued their own EBT card.

G. The EBT system distributes benefits to recipients through Point of Sale (POS) terminals located in authorized retailers. EBT system problems are handled by customer service support 24 hours a day, 7 days a week for recipients and retailers.

Cash benefits on the EBT system can be accessed as follows:

1. The EBT card cannot be used for any cash benefit transactions or withdrawals from Automatic Teller Machines (ATM) in liquor stores, adult- oriented entertainment establishments, or any casino, gambling casino, or gaming establishment.

2. The individual can withdraw cash at an ATM that displays the Quest logo. The individual gets one free withdrawal per month. The individual is charged a fee of 85 cents per withdrawal for subsequent withdrawals. The individual will also be assessed normal bank charges if the ATM charges a processing fee. The fee is deducted from the EBT account.

3. The individual can withdraw cash at a retailer’s POS terminal at authorized retailers with no charge at the time of a retail purchase. Individuals cannot request cash back from the SNAP benefits portion of the EBT account.

H. Give all households authorized to receive benefits the toll-free telephone number when problems arise with their card and/or PIN. The Customer Service telephone number is 1-888-979-9949. The number is printed on the back of the EBT card and on the training material the recipient receives in the mail.