M How to Verify a DirectExpress Account Balance

Program	Manual Section
ALTCS	MA705I

Procedures

You can verify the balance of a DirectExpress account in several ways. Once the account balance has been verified, key the DirectExpress account in the same way as a checking account.

If…	Then request…
The customer gets a monthly statement from DirectExpress	A copy of the statement.
The customer has access to an ATM	A legible copy of the customer’s DirectExpress card, showing the full account number and the customer’s name; and An ATM balance receipt showing the current balance of the account.
The customer has access to the Internet	A copy of the customer’s on-line DirectExpress statement covering all of the application months; and An ATM balance receipt or other proof of the current balance of the account. NOTE You will need to perform a bank account reconciliation for each application month (see Determining Counted Value of Financial Accounts for the Budget Month). The on-line DirectExpress account statements do not show a balance. Work backward from the current month. Start by using the account balance shown on the ATM receipt.
The customer is able to use a telephone	A conference call with the customer, the Benefits and Eligibility Specialist, and DirectExpress (888-741-1115). When the customer has the PIN for the account available, use the DirectExpress automated system to verify the balance. NOTE Do not ask for the customer’s PIN. Instead, ask for the customer to enter the PIN when the system requests it. When the customer does not have the PIN, speak to a representative instead.
You are unable to verify the balance by any of the above methods	A copy of the monthly statement from DirectExpress. The customer must call DirectExpress at 888-741-1115 and request that a copy be mailed to them. DirectExpress charges a fee for this service. AHCCCS will not reimburse the fee.