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Page | 335 Program (SNAP)\SNAP Desk Guides\EBT CARDS MAILED TO DSS office) to document date received, contacts made with customer, etc. 2. Write the date of delivery/receipt on the envelope and in the spreadsheet. 3. Call the customer immediately to notify him/her their EBT card is at the local DSS office. Document your contact in the spreadsheet. 4. Continue to monitor and contact the customer to ensure they pick up their EBT card. Document all contact in the spreadsheet. 5. If the customer does not pick up their EBT card within 30 days, check ebtEDGE to determine if another card may have been issued and that card cancelled. If the card has been cancelled, destroy (shred) the card and document in the spreadsheet. 6. If the card is still active, contact SNAP program staff in state office for further direction.

21300 REPLACEMENT EBT CARD ISSUANCE Lost, stolen, damaged, or compromised EBT cards will be replaced following procedures identified in the “EBT Procedures Manual”. EBT card replacements are mailed to the customer through the EBT Vendor. When a customer contacts DSS requesting an EBT card replacement, the following procedure will be used: 1. Confirm the customer’s address on ACCESS is correct. If not, update the customer’s address. The vendor cannot issue a replacement card unless the address on their system matches the address on ACCESS. 2. Review the following talking points with the customer:  Multiple card replacement requests are being monitored. We must ensure that SNAP rules are being followed.  SNAP benefits cannot be used to buy non-food items like tobacco, alcohol, pet foods, vitamins, etc.  Do not sell or trade your SNAP benefits, the EBT card, or food purchased with the EBT card. It is against the law.  Treat the EBT card as you do your other important documents (driver’s license, bank debit card, etc.). You cannot access your SNAP benefits without the card, so it is important to keep the card safe.  If you are found guilty of violating the law, you will be disqualified from the Supplemental Nutrition Assistance Program for 12 months, 24 months, or permanently and be required to repay the amount of misused food benefits. You may also be referred for criminal prosecution which could result in additional fines and/or prison time. 3. Refer the customer to the EBT Customer Service Line at 1-800-604-5099.

21310 REPLACEMENT EBT CARDS SENT TO LOCAL OFFICES

The local office address may be used for replacement EBT card requests if the customer has concerns about receiving mail at their current address. The request for replacement EBT cards mailed to the local office must be made through the EBT Finance Office. The local office must send an email to DSS-Finance-EBT@State.SD.US (detailed instructions can be found in the EBT Handbook) using the following email format: Email subject line: DSS Address for Customer Case Name: Case Number: Month and day of birth: DSS mailing address where EBT card should be mailed (in ALL caps)