122-15        QUEST CARDHOLDER SUPPORT

The Fidelity National Information Services (FIS) Account website (https://www.ebtedge.com/gov/portal/PortalHome.do) and DPADivision of Public Assistance's telephone Interactive Voice Response (IVRInteractive Voice Response) system provide Alaska Quest cardholders with information about their EBTElectronic Benefit Transfer account(s). From the IVRInteractive Voice Response, cardholders can also reach a Customer Service Representative.

122-15 A.   ACCESSING ACCOUNT INFORMATION WITH EBTElectronic Benefit Transfer ACCOUNT

The EBTElectronic Benefit Transfer Account website allows cardholders to access their EBTElectronic Benefit Transfer account information. Cardholders can view their account balance, change their PIN, view and download transaction history information, and send communications to the EBTElectronic Benefit Transfer Contractors Customer Service Representatives. The link for the cardholder to set-up and access their EBTElectronic Benefit Transfer account information is: https://www.ebtedge.com/ The EBTElectronic Benefit Transfer Account website and customer service information is on the back of the Quest card for easy reference.

Quest cardholders with cash benefits can also locate "AllPoint" Surcharge-free ATMs from the DPADivision of Public Assistance Quest Card page at https://health.alaska.gov/dpa/Pages/ebt/default.aspx.

122-15 B.    GETTING CARDHOLDER SUPPORT

To provide efficient Customer Service support for cardholders, FISFidelity National Information Services maintains a cardholder IVRInteractive Voice Response, which supports cardholder account inquiries, PIN changes, replacement of lost, stolen, or damaged cards, benefit availability inquiries, and card usage information. EBTElectronic Benefit Transfer cardholders access the Customer Service Helpline IVRInteractive Voice Response by calling the toll-free number listed on the back of their EBTElectronic Benefit Transfer card. The IVRInteractive Voice Response is available 24 hours a day and 7 days a week. The system validates the cardholder before granting the caller access to self-service functionality.

A brochure with instructions for the Quest card is mailed out to clients with each Quest card. The flyer is available at this link: http://dpaweb.hss.state.ak.us/files/pubs/YourQuestCard.pdf.