| (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).
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