FREQUENTLY
ASKED QUESTIONS
Q. What is Electronic Benefit Transfer?
A. Electronic Benefit Transfer (EBT) is the new way to deliver Food Stamp
coupons, monthly WV WORKS and Child Support Incentive benefits. The use of EBT
for the delivery of Food Stamp benefits is required by the federal government.
A plastic, magnetic striped card (similar to a bank card) isl used to access
Food Stamp and monthly WV WORKS and Child Support Incentive benefits. You will
use the card to purchase food products and access monthly cash benefits.
Q. How does EBT work?
A. With EBT, you apply and are eligible for benefits in the usual way, by
completing an application at the local DHHR office. Once eligibility and the
level of benefits have been determined, an account is established in the your
name. Food Stamp, monthly WV WORKS and Child Support Incentive benefits are
deposited electronically in the account each month. A plastic card, similar to
a bank card, is issued and a Personal Identification Number (PIN) is assigned
to access to the account.
Q. What benefits will be included on the EBT card?
A. Food Stamp, monthly WV WORKS and Child Support Incentive Benefits.
Q. How will I get an EBT card and Personal Identification Number (PIN)?
A. The EBT card comes in the mail. You also will receive a (PIN) in a separate
mailing. You need both the card and PIN to use your Food Stamps and your
monthly WV Works benefits.
Q. What is a PIN?
A. A Personal Identification Number (PIN) is a four-digit secret code that
allows only you to use your EBT card. It is important to learn and
remember your PIN. Never tell your PIN to anyone and DO NOT write your
PIN on your EBT Card.
Q. How do I use the EBT card?
A. After you swipe or insert your card into the Point-of-Sale (POS)
terminal at a store or at a Cash Machine (ATM), you enter your (PIN) and
follow the instructions.
Q. What if I lose my EBT card?
A. Call the 24 hour toll free phone line- 1-866-545-6502 to report
the lost card. The existing balance on the card will be secured and a new card
will be mailed the next day.
Q. Will there be a fee for using the EBT card?
A. There is never a charge for using your EBT card to buy food from
your Food Stamp account. You may use your EBT card to make a purchase and get
cash back at the same time if you receive WV WORKS monthly
benefits or Child Support Incentive benefits. You may do this as often as you
want with NO transaction fee. At cash machines (ATMS), the first two
withdrawals each month are free. For each one after that, 85 cents ($ .85) is
taken out of your cash account. Bank surcharges, if any will also be taken
from your account. Surcharges may vary, so be sure to notice any surcharges
and plan your cash accordingly.
Q. Will I be able to get cash back from my Food Stamp account?
A. No. Your Food Stamp account will be debited for the exact amount of your
food purchase.
Q. What if I need to return a food item that I purchased from my Food Stamp
account?
A. Your EBT Food Stamp account will be credited for the amount of the
return.
Q. Who can use the EBT card and PIN? A. The head of household/payee
will receive a card and PIN. Also, whoever you designated as your authorized
representative (if you have one) will receive a card. NOTE: Whoever you
choose as your authorized representative has FULL ACCESS to your
benefits, just as you do. For more information on where you can use your card
click here.
Q. Where can I use the EBT card? A. WV WORKS recipients can use their
card to pay for purchases or to get cash at ATMs, grocery stores and
convenience stores. Food Stamp recipients can use their card to purchase food
at any USDA authorized Food Stamp grocery or convenience store. For more
information about where to use your Mountain State Card, click here.
Q. How will I know my account balance?
A. Ending account balances are provided on the bottom of your transaction
receipt. If you lose your last receipt, you can verify your balance in one of
the following ways:
- Call the toll free number on the back of your EBT card.
- Check your cash account balance at an ATM or POS machine.
- Check your Food Stamp account balance at a POS machine.
- You should always know your account balance before you shop.
Advantages of EBT
Benefits available immediately upon date of issuance.
Reduces lost or stolen benefits.
Benefits carried on a single card.
Reduces stigma associated with use of benefits.
Customer Services toll free number available 24 hours a day, 7 days a
week - 1-866-545-6502
Convenient and secure.
Easy to use.
West Virginia Department of Health and Human Resources
Electronic Benefit Transfer Project
Office of Accounting
Capitol Complex
Building 3, Room 516
Charleston, WV 25305-0513
Telephone: (304)558-4126
Fax: (304)558-5670
Email Address: wvebt@wvdhhr.org
Team Contacts
Gerald A. Luck, Project Director
Pamela A. Santone, EBT Specialist
Tammy L. Ashworth, Training Coordinator
John E. Schoolcraft,
Accountant/Analyst
Angela M. Miller, Office Assistant
Any questions or comments can be referred to the above phone
number or email address. |
