Electronic Benefits Transfer (EBT) card with a residual balance 103-04040070

Has the customer or correspondence nominee advised the EBT card has been lost, stolen, damaged, deactivated, the PIN is for the wrong card, the PIN has been lost or they are disputing a transaction that has taken place?

• Yes, see Replacing an Electronic Benefits Transfer (EBT) card at a customer's request
• No, go to Step 2

Has an EBT card been handed in by a member of the public or returned?

• Yes, tell the member of the public that the EBT card is a disposable, one use card
• Request the EBT card number. (The 16 digit EBT card number is displayed in four parts, all start with 502949). Tell the caller the card should be bent or cut in half and thrown in the bin
• If an EBT card has been handed in at a service centre, once the customer record has been checked, record a note in the EBT registry to state the EBT card was handed in and destroyed. Bend or cut the EBT card in half and dispose of it
• In both cases, find the customer the EBT was issued to by entering the EBT card's number on the EBT Card Number Enquiry (EBEN) screen. Go to Step 4
• No, go to Step 3

The system will automatically check the balance of EBT records on the 21st day following activation. If an EBT card is found to have a residual balance of $20 or more, a MFU will be created with the text 'follow up why card <card number> has not been used' in the activity notes and the keywords of 'EBT' and 'PAYBAL'. A further review with a maturity date of 16 days in the future will also be set up.

Balances of less than $20 are checked for from the time of the issue of the card:

• For current customers, the funds will be automatically reissued to their payment destination
• For customers who are no longer current, a MFU will be created with the text 'No current benefit. Reissue $<card balance>' in the activity notes and have keywords of 'EBT' and 'BALL20'

MFUs will also arise for customers who have deactivated their EBT card through too many incorrect PIN attempts. These MFUs will have the text 'Card deactivated by Automatic Teller Network' and keywords 'EBT' and 'DEACT'.

Access the EBT Card Summary (EBSM) screen in the customer's record.

A summary of all EBT cards issued to the customer will show, confirming the:

• card number
• date issued
• amount allocated
• current card balance
• card status

Match the card number on the EBSM screen with that on the physical card. Does the EBT card have a residual balance?

• Yes, go to Step 5
• No, complete the MFU (if applicable). Procedure ends here

Investigate the customer's record for any reason as to why the customer may not be entitled to payment.

• Check that the customer has an entitlement to the money. To do this check the DOCs on the Document List (DL) screen associated with the issuing of the payment
• Check that the residual amount has not been reissued via the Payment Adjustment (PYAJ) screen in the customer's record. It will appear on the Payment Summary (PS) screen as a One Time Payment (OTP)
• If the balance of the EBT card is the same as it was when it was issued, this may indicate that the card may not have been given to the customer, as he/she was not entitled to the payment. For example, customer was not released as expected from prison

Is the customer entitled to payment, and can the correct payment destination be confirmed?

• Yes, go to Step 7
• No, the EBT card must be deactivated and blocked to stop it from being reissued. Go to Step 6

If the customer has no entitlement to the funds as the cards were issued under pre-release processes and the prisoner was not released as expected:

• Code 'P' on the Payment Summary (PS) screen next to the EBT card that is to be returned
• On the Returned Payment (RTN) screen, code 'NEP' (Not Entitled to Payment) in the Type of Return: field
• The payment will be permanently blocked from reissue

Note: the code 'NEP' can only be used for a Crisis Payment or Anticipated Payment if no withdrawals have been made from the card.

For all other cases:

• Code 'P' on the PS screen next to the EBT card that is to be returned
• On the RTN screen, code 'REP' (Return EBT Payment) in the Type of Return: field
• The payment will be temporarily blocked from reissue, and can be reissued at any time in the future following normal processes

Procedure ends here.

• Return to the Payment Summary (PS) screen in the customer's record
• Key 'R' next to the original EBT payment to return to the Issue Payment Select (IPPRE) screen

On the IPPRE screen:

• The system will automatically 'S'elect the Re-deliver Unreturned Payment: field and the Default Destination: field
• Press [Enter] and the Re-Deliver Payment (RDP) screen will display

On the RDP screen:

• Complete details to reissue the residual balance
• The Reason: field must be completed with reason code of 'EBT'
• Record details of reissued payment on a DOC
• Complete the MFU activity (if applicable)

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.

Under no circumstances is the PYAJ screen to be used to reissue residual amounts.

Does the customer need the funds immediately and in no way contributed to the delay in the payment?

• Yes, but NPP and RTGS are not suitable, the customer should be referred to service centre for assessment
• No, the funds will be delivered by direct credit