89 Ill. Adm. Code 121.94
Replacement of the EBT Card or SNAP Benefits
Section 121
Section 121.94 Replacement
of the EBT Card or SNAP Benefits
a) Replacement of the EBT Card
1) The EBT card (benefit access device) will be replaced if lost,
stolen or damaged.
2) The loss, theft or damage of the EBT card must be immediately
reported to the EBT contractor.
3) The client shall contact the Client Help Desk toll-free at
(800)678-5465, by TTY at (877)765-3459 or via the internet at http://www.Link.Illinois.gov
for replacement of the EBT card and selection of a Personal Identification
Number (PIN). A replacement card my be issued by the local office with
administrative approval.
4) Administrative remedies, as described in subsection (c) of
this Section, may be imposed following the loss, theft or damage of the EBT
card or the loss of SNAP benefits.
b) For households receiving SNAP benefits via the EBT system,
lost benefits resulting from the loss or theft of the EBT card and PIN will not
be replaced due to the client's mismanagement or presumed fraud, collusion or
cooperation in fraud.
c) Administrative Remedies
The Department
may employ any of the administrative remedies listed in this subsection (c) to
deter multiple claims of benefit loss or multiple EBT card replacements,
subject to notice to and appeal by the client. Which remedy would be applied
will be determined by such elements as the type of situation that gives rise to
the need for the remedy and the effectiveness of previously utilized remedies.
1) Charge for Replacement Card or Cards – The Department may
assess a fee for replacement of the EBT card. Such fees may increase for
subsequent replacement cards.
2) Telephone Approval – The Department may require the client to
obtain time and amount-limited telephonic approval for use of the EBT card.
The client would be required to place a call to the EBT contractor and
positively identify himself or herself. The preauthorization would be
time-limited and for a specific, preauthorized amount. The client would be
able to use the card for a period of two hours or for some other period
designated by the Department. The amount of the transaction could not exceed
the preauthorized amount and must be accomplished electronically (manual
authorization or voucher processing). Key-entered transactions or exception
processing may not be used.
3) Transaction Withdrawals – To assist a client in managing his
or her funds or to reduce the potential for fraud, the Department may limit the
amount of benefits that may be withdrawn or used per transaction per day. The
amount would not exceed $50.00 and may be lowered, as determined by the
Department to be necessary under the individual circumstances.
4) Use of Specific POS Terminals – The Department may notify a
client that it has restricted benefit access points available to the client.
The client may be restricted to accessing benefits at one or two locations,
designated by the Department. The merchant or retailer would have to obtain
telephone authorization of the transaction. Use of exception processing or
key-entered transactions would not be allowed. This determination can only be
imposed for a period not to exceed 24 months and is designed to address
situations of mismanagement, fraud, multiple replacement requests and
intentional program violations.
5) Use of Protective or Alternate Payee – Repeated loss of the
EBT card and PIN is a basis for a determination of client mismanagement and
authorization of a Protective Payment Plan (PPP).
d) Other Remedies
The Department
may use other remedies to reduce future claims and to address fraud, abuse,
collusion or intentional program violations, as warranted by the individual
case circumstances. Those remedies may include, but shall not be limited to:
1) disqualification;
2) penalties, fines and/or imprisonment consistent with federal
and State law and regulations; and
3) referrals to federal law enforcement authorities, when
appropriate.