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260 requested, either by the EBT Coordinator processing a replacement card on the EBT vendor system or by calling the EBT vendor helpline. (C) Non-receipt of a mailed EBT card may mean that the card was lost in the mail, undeliverable, or stolen. If a household reports that a mailed card has not yet been received, SNAP certification will contact the EBT Coordinator to determine the following: i. Sufficient time has elapsed for the card to reach the household. A rule of thumb in this instance is three to five days following the date of mailing. ii. The card has not been returned as undeliverable (Code "11" on the EBT Vendor Administrative System). iii. The card has or has not been used since the date of mailing. The EBT Vendor Administrative System must be accessed to determine this. If sufficient time has elapsed for the card to reach the household and the card has not been returned as undeliverable, the card will be immediately used through the EBT Vendor Administrative System or by calling the toll free EBT helpline. The household will be contacted and advised of this and given the option of the replacement card being mailed or having the household come to the office for card issuance/PIN selection.

If the card has been used and the account debited or an attempt to use it has been made but no account debit has been made, the card will be immediately used through the EBT Vendor Administrative System or by calling the toll free EBT Helpline. If an account debit occurred, the household must be questioned as to the possible circumstances and whether or not he/she understands the use of an EBT card by a household member. This should happen before the replacement card is mailed.

The SCEBT will handle all claims of unauthorized use of an EBT card on cards reported as non- received. (4) Unauthorized use of EBT card

SNAP benefits are considered in the possession of the household once the benefits are posted to the account and the client has the card. Unauthorized use of an EBT card is defined as an individual, not authorized by any member of the household, using the card to make transactions that reduce or increase the balance in the EBT account. An individual is authorized to make transactions if he/she has received the EBT card and has PIN access. It is the responsibility of the household to secure the EBT card and PIN. If the household is negligent and does not secure the EBT card and PIN in such a way as to allow others access to this information, the household is still responsible for the transactions that subsequent occur – in the same fashion as someone who leaves her pocketbook out and someone steals the cash out of the wallet.

If a household contends that an unauthorized person(s) made debit(s) to his/her EBT account, the Economic Services staff will evaluate the claim.