Florida Food Stamps review: Unprofessional Rude Employees

1-27-23

I've been dealing with Florida ebt for years since I had my daughter who is now 9. Being a single parent is hard enough but for the most part it's been simple to deal with recertification's and income updates through the website. I upload either a screenshot or PDF of my checks as soon as i process paperwork and then everything goes smoothly. There was a period of time where I couldn't call in because their phone lines were a hot mess but that's not what this complaint is about.

I just recertified for January after starting a new job in December. My previous job was paid weekly and my new job is Bi-weekly. in the past when I had switched from bi-weekly to weekly it was fine, no issues. This time however i got a notice of denial for making too much money (I took a large paycut when I took this job). Confused I called and got a worker who cut me off explaining to tell me "if i'd just listen" and proceeds to explain how income is calculated. While doing so she reveals they calculated me at a weekly rate for bi-weekly paychecks that were submitted so it looks like i'm making about 3k a month. This is despite the fact i was trying to explain to her I make bi-weekly and had a feeling that's what they did. She proceeded to talk down to me then changed the reason to "oh your paychecks don't say the company or your name on them" (they did in larger bold letters) "and we can't use them like that"

... So... how did you even calculate my income?

"and your checks were submitted less than 2 weeks apart" Yes because I had already earned them, but the dates on the checks are exactly 14 days.

well you can resubmit if you want but ive done all i can and need to take other calls

Excuse me?

it was like talking to a brick wall. I even suggested I circle my name and company on the checks just to make sure they saw it but "that's not necessary"

at this point I, who am normally very patient with csr reps, was beyond being nice. she continued to dismiss what I was saying with the excuse she had to move on--Despite me waiting 2 hours to even get answered on a call in the first place.

Her entire tone from start to finish of the call was very demeaning and she made no attempt to look deeper into the case or rectify the situation.