Policy Memo: Undeliverable Illinois Link Cards

8/13/2008

Policy Memo: Undeliverable Illinois Link Cards

Summary:

  • Illinois Link Cards are returned to the Electronic Benefit Transfer (EBT) contractor when they cannot be delivered by the post office. When the card is returned, the EBT contractor changes the card status to Undeliverable in the EPPIC system.
  • Customers whose cards are Undeliverable will hear a recorded message when they call the Illinois Link Help Line, informing them to contact their local office to verify their address.
  • Customers will not be able to request a replacement card or complete any other transaction on the Illinois Help Line, while the card is in Undeliverable status.
  • The FCRC must issue a replacement card if the EPPIC system shows a card is Undeliverable.
  • The FCRC must issue a replacement card, before the customer can use the Illinois Link Help Line to complete any transactions.
  • After a replacement card has been issued at the office, the customer can call the Illinois Link Help Line to complete transactions and will no longer receive the message to contact the office.
  • FCRC staff should never select Undeliverable when entering the status of a card in the EPPIC system. If Undeliverable is selected, the customer will not be able to replace the card or complete any transactions using the Illinois Link Help Line, instead they will receive the message that tells them to contact their local office.