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BAM 401E 13 of 34 ELECTRONIC BENEFIT TRANSFER ISSUANCE SYSTEM BPB 2026-019 8-1-2026

BRIDGES ADMINISTRATIVE MANUAL STATE OF MICHIGAN DEPARTMENT OF HEALTH & HUMAN SERVICES

can be reset prior to 12:01 a.m. by contacting the customer service representative and providing the correct personal information. INTEGRATED VOICE RESPONSE UNIT Clients contact the Interactive Voice Response Unit, by calling 1- 888-678-8914 from a touchtone phone. The Interactive Voice Response Unit number is listed on the back of the Bridge card, and is available 24 hours a day, seven days a week. By calling the Interactive Voice Response Unit, the client will be able to: • Select/change a PIN. • Obtain account balance(s). • Hear the last 10 transactions. • Obtain information on where and how to use their card. • Obtain benefit(s) availability dates. • Activate their card.

Customer Service Representatives If clients have questions or difficulties providing the information through the Interactive Voice Response Unit, they are transferred to a customer service representative for further assistance. Examples of services offered by customer service representatives include: • Procedures on how to select, change or reset a PIN. • Explanations of why a card may not be working. • Taking reports of lost/stolen/malfunctioning cards and initiating processes to replace a card. • Reviewing their account balance. • Mailing a two-month account history statement to the caller’s last known address. • Deactivation of an AR’s card. Note: MDHHS staff should never call the Integrated Voice Response Unit/customer service representative for the client.