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HOW TO USE THE EBT HELPLINE
and
TIPS FOR PLACING A CALL
Balance Inquiries Are Limited
to 5 A DAY.
When to Call the EBT
Helpline 1-866-545-6502
-
Activate the Mountain State Card. Only the first card you receive needs to be
activated. Replacement cards are already active. Press the number 1 on the
telephone keypad.
-
Report Your Card Lost or Stolen. Press the number 2 on the telephone keypad.
-
Change Your PIN. Press the number 3 on the telephone keypad.
-
Check Your Balance(s). Press the number 4 on the telephone keypad.
Limited to 5 balance inquires per day.
- Hear
Your Last 10 Transactions. From the main menu, Press 5 and listen for the
account information to be announced. Press 1 for Food Stamps or 2 for cash
transactions.
-
Request A Statement. To request a printed two-month statement of your account
history, press 5 from the main menu. Then press 3 for the printed statement.
- To
Place A Claim. If you disagree with the balance or transaction history
information, you can place a claim. To place a claim press 5 from the main
menu, select the transaction history you want to hear (1 for food stamps, 2
for cash) listen to the transactions and wait for the announcement to
continue. Press 0 on the telephone keypad to transfer to a Customer Service
Representative and listen to how the claim process is handled. You will press
1 on the keypad if you want to file a claim.
When to Call Your Worker
or Customer Service Center (CSC) –1-877-716-1212
-
Questions about Program Eligibility or the Date Your Benefits Will be in Your
Account
- Ask
about a Change in the Amount of Benefits
- To
Report Changes including a New Address
- If
the Helpline tells you to Contact the Customer Service Center or Your Worker.
The Helpline directs you to your Worker when there are differences in Security
Information such as Address, Social Security Number, and Birth Date. When
you call your Worker please be sure to tell the person who answers the phone
that you were told to about your EBT Account.
Benefits
are posted to an EBT account by 8 am of the scheduled day. WV WORKS monthly
Cash benefits are available on the first day of the month. Child Support
Incentive monthly payments are made available the 20th day of the
month. Food Stamp benefits are available based on the following:
|
First Letter of Last Name |
Calendar Day of the Month |
|
B, X, Y, Z |
1 |
|
C, F |
2 |
|
H, N, V |
3 |
|
I, M, O, U |
4 |
|
Q, S |
5 |
|
A, W |
6 |
|
J, K, P |
7 |
|
D, E, R |
8 |
|
G, L, T |
9 |
If your account balance does not include
benefits that you think you should have received on your scheduled date,
repeated calls to the EBT Helpline will not get your benefits into the account
that day.
Call the Customer Service Center or your
Worker to find out when your benefits will be available.
Tips
for placing a call to the WV EBT Helpline:
Go to a quiet room with as
little background noise as possible. Noise can cause incorrect information to
be picked up by the voice activation part of the telephone system.
Have
all the necessary information with you so you are ready to enter it. Many find
it helpful to write this information on a piece of paper before placing the
call. It is best to write the information exactly as it is required before
calling. If you do not have a touchtone phone with a keypad, you can speak the
information into the phone’s mouthpiece.
If the Helpline advised you
that the information entered is not correct, contact your WVDHHR Customer
Service Center at 1-877-716-1212 to verify that the information in the DHHR data
system is the same as the information that you entered.
It is possible that a data system error was made or that your information needs
to be updated.
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