Replacing an Electronic Benefits Transfer (EBT) card at a customer's request 103-04040060

A customer may dispute an ATM transaction took place or that the funds were received in full. The agency has a responsibility to make sure the customer's payment is replaced (if eligible) as soon as possible.

If the customer has a Manual Follow-up, stating an EBT card has a residual balance follow the procedure in Electronic Benefits Transfer (EBT) cards with a residual balance.

For customers who have payments made either via a nominee or a third party, the replacement payment would be made to the nominee or third party. Unless the nominee or a third party agree for the payment to be made to the customer.

Before reissuing the payment to the customer, the Service Officer must check:

• the EBT card was activated and correct PIN was issued
• the EBT card's balance via the EBT Card Summary (EBSM) screen
• for any reported problems with the ATM network or Financial Institution branded machines via an internet search
• the EBT cards transaction (EBTH) screen for discrepancies, and
• if the customer is entitled to the payment

Preferred method of delivery is via Direct Credit, New Payments Platform (NPP) or Real Time Gross Settlement (RTGS), which can be processed by Smart Centre staff.

Note: if a customer has a Managed Service Plan (MSP) in place on their record and is prohibited from attending a service centre, then alternative methods of delivery of the replacement payment such as direct credit, NPP, RTGS or payment nominee may be more appropriate.

If the customer disputes the balance, an investigation into the EBT card's transactions must be completed. Escalate cases to ICT by following normal escalation procedures. ICT will advise if payment can be reissued to the customer.

Note: no payments should be issued without the approval of ICT.

Reissuing the payment to the customer will automatically cancel the EBT card. If the customer is not entitled to the payment, the payment can be permanently blocked. The most common reason for there being no entitlement to the payment is in the case of a prisoner who was not released as expected. It is also possible to temporarily block a payment from reissue.