Occasionally, when a client redeems food stamps using the Electronic Benefit Transfer (EBT) system, a system error resulting from a malfunction in the redemption process occurs. The OTDA Division of Employment and Transitional Services (DETS) contractor for EBT, JP Morgan Electronic Financial Services, is responsible for overseeing system-error resolution and managing the adjustment process. Clients have 90 days from the alleged system error to initiate a claim regarding a duplicate debit transaction or other such error. The claim must be investigated and acted upon by JP Morgan within 10 days. Retailers may also request a review if a purchase transaction
fails resulting in non-payment to the retailer.
OTDA/DETS in consultation with JP Morgan will issue notices to clients indicating the result of the review of the adjustment claims made by either the client or the retailer if the result has a negative impact on the client. Food Stamp recipients may request a fair hearing to review such notices.
There is a new agency code of SEBT to be used to notify the OTDA/DETS office that has responsibility for preparation of the evidentiary packet and eventual compliance with decision directives regarding this program.
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