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West Virginia Income Maintenance Manual Chapter 12

West Virginia Income Maintenance Manual Page 10 Chapter 12 Benefit Replacement

Office of Accounting refers the case to Investigations and Fraud Management (IFM). The IFM referral is only for the purpose of seeking repayment. 12.3.8 LOST, STOLEN, DAMAGED, OR DESTROYED EBT CARDS The client may request a new card by contacting the EBT Automated Response Unit (ARU), DOHS Customer Service Center, or the local office. All replacement cards are sent in active status, unless never previously activated. The following details the processes used when each is contacted. EBT Automated Response Unit (ARU) When the client requests a new card through the EBT ARU, the old card is deactivated, and, if the current address is in the EBT Administrative System, a new card is mailed to the client. When the client’s current address is not in the EBT Administrative System, the card is deactivated, but a replacement card is not mailed. The client is instructed by the EBT ARU to contact his Worker to change his address. The client must contact the EBT ARU the day following the address change to request a new card. 12.3.8.A 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. 12.3.8.B Local Office