SECTION 372.1521. Account Balance and Transaction Errors

(a) For purposes of this section, the term "system error" means an error resulting from a malfunction at any point in the redemption process: from the system host computer, to the switch, to the third-party processors, to a store's host computer or point-of-sale terminal. It includes both Electronic Benefit Transfer (EBT) account balance errors and EBT program transaction errors. The error may occur after the availability date and may result in either a debit or credit to the household.

(b) A TANF or SNAP household has 90 calendar days from the date of a system error transaction to request an adjustment.

(c) To request an adjustment, the household must contact the EBT call center's toll-free number to report an EBT account balance error or an EBT program transaction error for resolution by the EBT contractor as described in this chapter.

(d) The EBT contractor must notify the TANF or SNAP household in writing of its determination of the EBT account balance or EBT program transaction error.

(1) If the determination is that the household was overpaid, the EBT contractor will make the appropriate adjustment within 15 calendar days.

(2) If the determination is that the household is owed funds, the EBT contractor will make the adjustment within 10 business days of the date of notification.

(e) If the household disagrees with the decision, the household may contact the Texas Health and Human Services Commission (HHSC) Lone Star Business Services (LSBS) for a second review. The household retains the right to a fair hearing if requested within 90 days from the date of the notice from the EBT contractor.

(f) If a TANF or SNAP household disagrees with the HHSC LSBS determination, the household has 90 days from the date of the EBT contractor' s determination to request a fair hearing as provided in HHSC's fair hearing rules in Chapter 357 of this title (relating to Hearings).

Source Note: The provisions of this §372.1521 adopted to be effective September 1, 2009, 34 TexReg 5361; amended to be effective October 1, 2015, 40 TexReg 6350