(1) When the EBT card is stolen, it is recommended that the client calls 1‑888-328-6551 to cancel the EBT card before going to the local HSC to request a replacement card.  When the client goes to the HSC office first, the EBT specialist cancels the EBT card through the Administrative Terminal before issuing a new EBT card.  Refer to OAC 340:65-3-6.1.

(2) Each time a recipient requests a replacement card, he or she can be required to go through training and wait 24 hours, not to exceed two business days, before the EBT specialist issues a replacement card.

(3) Replacement cards may take up to one hour before being activated.

(4) When the client requests a replacement card but leaves prior to receiving the printed card and does not return before the end of the business day, the EBT specialist destroys and logs the card that same day on Form 10EB002E, Daily Card Issuance Report.  A new card is issued when the client returns to the HSC.

(5) Form 10EB001E, Daily Card Count, and Form 10EB002E are kept for audit and review purposes for a period of three years.

(b) When the payee changes on a case, the worker must determine whether to give the new payee access to the current account balance before the change is made. 

(1) If the new payee needs access to the balance in the food benefit account, he or she must first be coded as the authorized representative using the EBTU transaction. 

(2) When the remaining benefits are depleted, the new payee is removed as the authorized representative and another card is issued in the new payee’s name.

(c) Benefits used from the account of a stolen or lost card cannot be replaced unless the Office of Inspector General (OIG) notifies the Family Support Services Division (FSSD) Supplemental Nutrition Assistance Program (SNAP) Section that a criminal investigation has determined that theft of the benefits occurred through no fault of the recipient.  FSSD SNAP Section staff notify HSC staff when recipient food benefits are replaced for this specific reason.