.01 EBT QUEST Card - Lost, Stolen, or Damaged
 
(01/01/21 –12/31/21)
The PI or Alternate Card Holder must immediately report lost, stolen or damaged cards by calling the Fidelity Information Services (FIS) Automated Response Unit (ARU) or by visiting their nearest FAA office. (See EBT Help Desk Phone Number). Any funds spent prior to a card being reported as lost or stolen are not replaced. A replacement EBT card will be mailed to the address of record on ADDR within two business days following the request and should be received within five workdays(g).
 
See EBT Card Over the Counter (OTC) Issuance when a participant requests an OTC EBT card.
 
The FAA will complete the following when an Elderly/Disabled participant contacts FAA requesting a home visit delivery of a replacement EBT card:
 
Obtain approval from management for a home visit delivery.
Deliver a replacement EBT card no later than the second workday(g) after the date of the EBT card holder’s request.
 
When there is a discrepancy between the mailing address reported to FIS and the address of record, FIS refers the card holder to the FAA office. The participant must report their change to FAA. When the address is updated in AZTECS, a replacement card may be mailed to the new address by FIS. (See Change of Address - Overview)