2006 Memorandums
IM-40      04/17/06




To enhance customer service, effective April 17, 2006, a cardholder can select a Personal Identification Number (PIN) to use his/her Electronic Benefit Transfer (EBT) card by calling 1-800-997-7777 and entering the new PIN using the telephone keypad. Previously the cardholder was required to get a “control number” from a customer service representative, call a second number, enter the control number, and select the PIN.

If the cardholder requests assistance getting the PIN, help him/her call the toll free number. The system is fully automated and does not require the cardholder talk to a representative. The cardholder is asked to:

After entering the card number, and selecting Card and Pin information, the cardholder may select “Option 2” and speak to a customer representative for assistance, and may choose to have a PIN selected and mailed.

The cardholder has two chances to make each entry. If the cardholder does not successfully enter the card number, birth date, or optional ID the first time, the cardholder is given a second chance. After two tries the cardholder is instructed to contact their Family Support Eligibility Specialist and the call is ended.

The cardholder may call the toll free number again and begin with the language selection menu. Do not enter the PIN into the automated system for the cardholder and do not ask the cardholder the PIN. The cardholder may select an option to speak to a representative for assistance.



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