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B-260 Division of Welfare and Supportive Services ISSUING BENEFITS Eligibility and Payments Manual Mailing Addresses 20 Jan 01 MTL 01/20 *****IMPORTANT***** Update the mailing address as soon as a change is reported. If a reported change of address is not updated by cutoff, the notice of decision and/or Medicaid card will be mailed to the old address. The TANF and SNAP EBT card will also be returned if the address is not updated. When a household reports a change in address, ALWAYS review the case to determine if there is an alternate payee, and update the address on the ALTP screen at the same time if required. 270 REPLACEMENT OF EBT CARDS An EBT card is valid until canceled by the household. As long as the applicant has a valid EBT card, do not issue another one. If an EBT card is lost, stolen, damaged, or the recipient no longer wants the Authorized Representative (with an authorized card) to access their account, it is the recipient’s responsibility to report the circumstances as soon as possible. Recipients are instructed to report lost/stolen cards immediately by calling the Division’s Voice Response Unit (VRU) at (775) 684-7200 or (702) 486-1646 and selecting the lost/stolen option. They will be directed to call the EBT contractor’s 24-hour, 7-days/week, Service Center for assistance at 1-866-281-2443 to report a lost/stolen card. Once reported, the benefit account is immediately “frozen” to prevent an additional loss of benefits. Benefits accessed with a lost/stolen card prior to being reported cannot be replaced. A new card is mailed within 24-48 hours, depending on weekends and holidays, of the reported loss. During normal business hours, the recipient is asked to come to the office with identification to be issued a replacement card. After hours, they will be asked by the Service Center if they would like to have a new card mailed, or if they prefer to visit their local district office on the next business day. Once the recipient is issued their new EBT card, the account is reactivated. 280 REPLACING BENEFITS TANF and SNAP benefits on an EBT card may be replaced if the client or agency can demonstrate the card was stolen and benefits were used by a person who was not authorized by either the client or the agency. In order for this to happen, the person using the benefits fraudulently must have obtained the PIN from some source other than the client willingly giving them the PIN. Have the client complete Form 1060-MF, Affidavit – General and Forged, to request replacement of stolen benefits.