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MS 0270 [3]

I. [The CSR is operational 24 hours a day, 7 days a week, and is voice automated.]

J. All certified retailers are provided with a toll-free telephone number for use when problems arise with their equipment or when completing a transaction. These numbers are: Retailer HELP DESK 1-800-230-0179 EBT only Integrated-Call your Third-Party Processor Manual Voucher Approval 1-866-340-9520 Retailer General Questions 1-800-350-8533

These numbers are printed on the training material the retailers receive.

K. Recipients contact the CSR to:

1. Report their EBT card lost, stolen, or damaged and request a new EBT card;

2. Activate their EBT card. To activate the EBT card, the individual must provide the 16-digit EBT card number and the individual’s date of birth MM/DD/YY;

3. Check their benefit balance;

4. Review their last 10 transactions; and

5. Select and/or change a PIN.

L. [Explain the use of SNAP benefits in a language and format the individual understands as follows:]

1. SNAP benefits may be saved from month to month, but the account must be used at least once within a 12-month period.

2. [The household has the right to designate an authorized representative to use its SNAP benefits on its behalf.]

3. SNAP benefits can be used ONLY to purchase eligible food for their household, including seeds and plants to grow fruits and vegetables.

4. SNAP benefits cannot be used to pay on any kind of credit account, even if it is for eligible food.

5. [SNAP benefits cannot be used to purchase items such as alcoholic drinks, soap, tobacco products, firearms, ammunition, explosives, or a controlled substance as defined by 21 U.S.C., 802.

6. SNAP benefits should not be used for anyone outside of your benefit group or use someone else’s SNAP benefits for your household.