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Debit Card Information APPENDIX III and Procedures 10/18 Page 8

O. Reporting Non-Receipt of Debit Card Funds

Responsible Party Action

Client • The cardholder must contact the EW within 45 days of the issuance date to report non-receipt of payment into his Way2Go account.

EW • Whenever a client reports non-receipt of payments deposited to his Way2Go account, the EW will check the Issuance Summary/Search screen in VaCMS to review the payment and the issuance method.

• Once this information is reviewed and the EW notes that all the information is correct, she will inform the client that the payment was issued by check and the EW will research why the payment did not go to the debit card.

• The EW will contact the Regional Consultant who will then contact Home Office to inquire if this case ‘Rejected”.

• If the client does not report non-receipt of payment within 45 days of issuance, no assistance will be offered by the agency to obtain the payment.

Note: Once payments are posted to a debit card, the payment cannot be taken off the debit card by Virginia Department of Social Services.

TANF Transmittal 65