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TANF TANF TANF TANF TANF TANF

SNAP SNAP SNAP SNAP SNAP SNAP

Division of Welfare and Supportive Services B-280.1 Eligibility and Payments Manual ISSUING BENEFITS 21 Oct 01 MTL 03/21 Replacing TANF and SNAP Benefits in an EBT Account 280.1 Replacing TANF and SNAP Benefits in an EBT Account The security of benefits deposited in an EBT account is the responsibility of the head of household. They may protect their benefits by storing their EBT card in a safe place, keeping their Personal Identification Number (PIN) secret and separate from the card, keeping their EBT receipts as proof of benefits used, and reporting lost/stolen cards immediately so account access is restricted until a new card is issued and the lost/stolen card is canceled (statused). TANF and SNAP benefits ARE NOT replaced when benefits in an EBT account are used prior to the head of household reporting a card as lost or stolen, or prior to requesting the cancellation of an authorized representative’s card to the EBT contractor or EBT specialist. No benefits will be replaced or restored if the client gives or sells their PIN number and card to another person. Benefits may be replaced and/or restored if the agency, contractor or retailer causes a benefit discrepancy and this is verified. This includes benefits used by an authorized representative, spouse, boyfriend, girlfriend, children, other household members, houseguests, friends, and strangers. If a card is stolen, benefits cannot be accessed unless the person knows the PIN. Exceptions: TANF and SNAP benefits in an EBT account may be replaced at the discretion of the Chief of Eligibility and Payments, Chief of Investigations & Recovery, and/or the Eligibility and Payments program specialists when: ● A mailed EBT card is reported as lost in the mail (never received), and benefits were fraudulently accessed by someone other than a household member. ● Benefits were incorrectly debited by a retailer.

The recipient has ninety (90) days from the date of the error to report an EBT balance problem. I&R staff have ten (10) business days from the date the household reports a problem to investigate the issue and reach a decision. If the claim is substantiated, a benefit adjustment will be made to the account. If reported after ninety (90) days, there will be no benefit adjustment. ● Benefits are accessed AFTER the head of household has requested the cancellation of a card. The EBT contractor is required to immediately cancel (status) a card when it is reported lost or stolen, or the head of household has requested their authorized representative’s card be canceled. If the contractor fails to cancel the card when requested by the household and benefits are subsequently lost, they must be replaced. ● The aforementioned individuals deem the household’s particular circumstances warrant such a replacement.