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VIRGINIA DEPARTMENT OF SOCIAL SERVICES REPLACEMENT OF EBT CARDS, BENEFITS AND FOOD

10/24 VOLUME V, PART XVIII, PAGE 2

days have passed and the status of the card is unchanged, the local agency must offer the household a vault card. The local agency must issue the replacement card via the method requested by the household, either a vault card or sent vial mail.

If the cardholder reports the nonreceipt of a mailed EBT card to Customer Service after a sufficient mail period, the CSR will change the status of the card to cancel the card. The vendor will mail another card to the household or, at the cardholder's option, defer mailing another card to allow the cardholder to receive a vault card at the local agency. In either case, the card must be available for pick up in the agency or is mailed within two business days of the cardholder's report.

Households will not have the $2.00 card replacement fee assessed against their benefit accounts when they receive replacement of undelivered cards. Households will generally have the card replacement fee automatically deducted from the account except when there is a replacement card for a card in an inactive status such as the initial card lost in the mail or one returned as undeliverable.

2. Lost, Stolen, Damaged Cards

When a cardholder reports an inability to access the household’s benefits because the EBT card is unavailable for use, the cardholder must call the agency or the CSR to request deactivation of the card. Deactivation will prevent the usage of the card should the cardholder or someone else attempt to use the card.

The cardholder must request replacement of the card through the CSR or the local agency. The cardholder must note the reason for the replacement to the local agency. A replacement card must be available for pick up or mailed immediately.

The reason for the destruction or unavailability of the original card will determine whether the local agency credits the replacement fee back to the household’s account. Reasons for replacing an EBT card include:

• Lost – The cardholder loses or misplaces the card. • Stolen – The cardholder loses the card through violence exerted upon a household in an act of robbery or burglary committed by someone outside the household. • Household Disaster – The cardholder loses or damages the card through a household fire or natural disaster, such as a flood or tornado. • Card Damage (negligence) – The card is unusable because of the cardholder’s neglect. • Card Damage (improperly manufactured) – The card is unusable because of a manufacturing error

3. EBT Card Replacement Fee

Each cardholder will receive written and verbal instruction on how to protect the EBT card. When an EBT card is or becomes unusable for any reason, the cardholder must obtain a

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