Page 73

MS 0340 (1) Volume 1 – General Administration MS 0340 – R. 7/1/16 – OMTL-504 Replacing EBT Card [All Electronic Benefit Transfer (EBT) cards are mailed with “Card Status” of “not activated”. When the recipient receives the card, the recipient calls the Customer Service Representative (CSR) to activate the card. Once this is done, the “Card Status” changes to “01” (active card). In most instances, when a recipient needs a replacement EBT card, he/she should call a CSR at 1-888-979-9949. If an EBT card is returned by the Post Office, the card status is changed by the EBT contractor to “undelivered”. If the client calls the CSR to request a replacement card, the CSR can replace the card only if the address that the client gives the CSR matches the address that is on Fidelity Information Service (FIS). If the address does not match, the client must contact the Department of Community Based Services (DCBS) office to request a replacement card.] A. Customer Service Responsibility Customer Service is responsible for issuing replacement cards except in the following situations: 1. Current card status is not “active" or "inactive". 2. [Recipient advises Customer Service that his/her address is different than the most recent address on the EBT system. If the recipient uses a mailing address, the mailing address must be given to the CSR when calling (not his/her home address). 3. Recipient advises Customer Service that his/her name is different than the name on the EBT system. 4. Recipient wants his/her replacement card sent to his/her local office. These replacements must be issued by a DCBS office.] B. Local Office Responsibility [In the above situations, the CSR refers the recipient to a DCBS office. Replacement cards are requested through the Benefit Management on Worker Portal.] 1. If the current card status on the EBT system is “11”, determine why the card was returned. If the current card status is "09", that card has been deactivated and a new card must be issued. a. [If the case is active or pending:] (1) If there is a new address for the case, update the address through the address change function or update the pending case before requesting the card.