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West Virginia Income Maintenance Manual Chapter 12
West Virginia Income Maintenance Manual Page 11 Chapter 12 Benefit Replacement
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. 12.3.9 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. 12.3.10 WV WORKS REPLACEMENT DUE TO CYBER FRAUD/SKIMMING/CLONING/ PHISHING When a WV WORKS participant reports unauthorized transactions on their EBT card that resulted in stolen benefits due to cyber fraud, the steps below must be taken. Cyber fraud includes, but is not limited to, account access by a fraudulent bot or EBT card data compromised through skimming/cloning/phishing. The theft must be reported within 30 days of the incident. • Direct the participant to: o Immediately notify the Office of EBT Banking Services at 304-558-4126; o File a police report; o Immediately replace the card that was used fraudulently, by calling 1-866- 545-6502, which will deactivate the card number that was used for the stolen benefit transactions; NOTE: Address changes in the eligibility system are received by the EBT vendor the following day. If a client’s card has been 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.