(1) Disclosure by government agencies of information about obtaining
account balances and account histories § 205.15(d)(1)(i) and (ii).
You may obtain information about the amount of benefits
you have remaining by calling [telephone number]. That information
is also available [on the receipt you get when you make a transfer
with your card at (an ATM)(a POS terminal)][when you make a balance
inquiry at an ATM][when you make a balance inquiry at specified locations].
You also have the right to receive a written summary of
transactions for the 60 days preceding your request by calling [telephone
number]. [Optional: Or you may request the summary by contacting your
caseworker.]
(2) Disclosure
of error-resolution procedures for government agencies that do not
provide periodic statements (§ 205.15(d)(1)(iii) and (d)(2)).
In Case of Errors or Questions About Your Electronic
Transfers
Telephone us at [telephone number]
Write us at [insert address]
[or
E-mail us at [insert electronic mail address]]
as soon as you can, if you think an error has occurred
in your [EBT] [agency’s name for program] account. We must hear from
you no later than 60 days after you learn of the error. You will need
to tell us:
Your name and [case] [file]
number.
Why you believe
there is an error, and the dollar amount involved.
Approximately when the error took place.
If you tell us orally, we may require that you send us
your complaint or question in writing within 10 business days.
We will determine whether an error occurred within 10
business days after we hear from you and will correct any error promptly.
If we need more time, however, we may take up to 45 days to investigate
your complaint or question. If we decide to do this, we will credit
your account within 10 business days for the amount you think is in
error, so that you will have the use of the money during the time
it takes us to complete our investigation. If we ask you to put your
complaint or question in writing and we do not receive it within 10
business days, we may not credit your account.
For errors involving new accounts, point-of-sale,
or foreign-initiated transactions, we may take up to 90 days to investigate
your complaint or question. For new accounts, we may take up to 20
business days to credit your account for the amount you think is in
error.
We will tell you the results within three business days
after completing our investigation. If we decide that there was no
error, we will send you a written explanation.
You may ask for copies of the documents that
we used in our investigation.
If you need more information about our error-resolution
procedures, call us at [tele phone number][the telephone number shown
above].
