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West Virginia Income Maintenance Manual Chapter 12

West Virginia Income Maintenance Manual Page 5 Chapter 12 Benefit Replacement

12.2.1.B.2 DOHS Customer Service Center When the client requests a new card through the DOHS Customer Service Center, the old card is deactivated in the EBT Administrative System and, if the current address is in the EBT Administrative System, a new card is mailed to the client. When an address change is required, the Worker must complete an address change and request a replacement card in the eligibility system the next business day. 12.2.1.B.3 Local Office When a client reports a lost, stolen, or damaged card to the local office, he is referred to the EBT ARU. When a client reports an address change and requests a replacement EBT card, the address change is completed in the eligibility system and the client is referred to the EBT ARU to immediately deactivate the card. The client must contact the EBT ARU the following day to request a new card. If the client requests a replacement card at application or redetermination, the Worker must request a new card in the eligibility system. This method is only used if the client’s old card is not in danger of unauthorized use. 12.2.1.C EBT Personal Identification Number (PIN) Changes The payee or authorized cardholder may request a PIN change at any time. Replacement cards are issued with the same PIN, unless the individual requests a new one. A PIN-only change request must be made to the EBT ARU. NOTE: Deactivation of the card in the EBT Administrative System must take place immediately to prevent unauthorized use. Deactivation of the EBT card is effective immediately. NOTE: Address changes in the eligibility system are received by the EBT vendor the following day. If a client’s card has already been deactivated or is not in danger of unauthorized use (e.g., damaged), the Worker may request a new card in the eligibility system after the address change is made.