.03 Review for Three or More EBT Card Replacements
 
(01/01/19 –12/31/19)
 
When the participant contacts Fidelity Information Services (FIS) Automated Response Unit (ARU) and requests a third, or more, EBT card replacement during a 12-month period, both of the following will occur:
 
FIS mails a replacement EBT card to the participant and suspends the card.
AZTECS sends the EBT CARD REPLACEMENT REQUESTS – 3 OR MORE (X152) notice. The notice informs the PI that contact must be made with the FAA before a replacement card suspension can be removed.
 
When the participant contacts the agency, FAA staff will complete the following:
 
Discuss the reason for requesting an EBT replacement card with the participant to determine if there is potential fraud or benefit trafficking.
Complete the EBT Replacement Card Questionnaire. (See EBT QUEST Card – Excessive Replacement Card Procedures.
Refer the case to Office of Inspector General/Office of Special Investigations (OIG/OSI) for investigation, when potential fraud or trafficking is indicated.
Document the case file(g) with the findings of the contact and any additional evidence indicating potential fraud or trafficking.
Authorized FAA staff will remove the replacement card suspension. The following individuals have the security to access EBCM and end an EBT replacement card suspension:
Authorized FAA staff
A Local Office Manager (LOM)
A Region Program Manager (RPM) when the LOM is not available or unable to complete the required actions
 
WARNING
The suspension must be removed even if the case is referred to OIG/OSI for investigation. The participant must have access to their benefits while the investigation is pending.
 
When a participant comes into an FAA office to request a third or more replacement EBT card, see EBT QUEST Card – Excessive Replacement Card Procedures.
 
When the EBT card holder does not contact FAA, no further action is taken. The EBT card will remain in suspended status and the EBT card holder unable to access their benefits.