Replacement of Electronic Stolen Benefits Rollouts Today (8/21/2023)

NYC Human Resources Administration (HRA) has created a portal for those who have had their benefits stolen electronically (EBT skimming).  Cash Assistance (CA) and SNAP have separate rules on how far back someone can claim replacement benefits and how often. Here are some things to keep in mind before you file:

1. Clients are not required to have an active SNAP or CA to file a claim. If there is a closed or rejected case, clients should submit a claim using the old case number rather than submitting a new SNAP or Cash Assistance application.

2. There are rules for how far back you can claim replacement of benefits.

   a. For CA:  limited to fraudulent transactions on or after January 1, 2022.

   b. For SNAP: limited to fraudulent transactions on or after October 1, 2022.

3. There is a limit on how many replacements one can receive during a covered time period, see rules below:

4. A claim for replacement benefits should be made within 30 days of discovering benefits were stolen.  If the “date of discovery” listed on a claim is more than 30 days ago, the claim will be rejected. However, individuals who do not know the exact date of discovery can leave this field blank. Leaving this field blank will not cause the claim to be rejected.

a. Exception to the 30-day rule:  Reporting fraudulent transactions before August 7, 2023, households must complete and submit the replacement application by either October 31, 2023, OR within thirty (30) days from the date they discovered the theft, whichever is later.  Please keep in mind the time frame discussed above.

Requesting Replacement Benefits

Below is a brief overview of the steps.  The NYC HRA has made details available in several language at https://www.nyc.gov/site/hra/help/benefitreplacement.page.  

• Step 1. Report your card as stolen.

  a. To report your card stolen, request a new card, and change your PIN, go to https://www.connectebt.com or call EBT Customer Service at 888-328-6399.

  b. You will not receive any replacement benefits if you have not reported that your EBT card was stolen.

• Step 2. Obtain your EBT Transaction history.

  a. To submit a claim for replacement benefits, you must report the date, location, and amount of each individual transaction that was fraudulent.

  b. To obtain an EBT transaction history go to https://www.connectebt.com or downloaded the ConnectEBT mobile app (available for download in the Apple App Store and Google Play Store); or call the EBT Customer Service line at 1-888-328-6399.

• Step 3. Submit a claim for Replacement Benefits.

  a. There are several ways to submit a claim.

        i.     Online: https://www.nyc.gov/site/hra/help/benefitreplacement.page

        ii.     By mail: click here to download a paper claim form, call 718-557-1399 and request a form be mailed to you, or visit your local Center to obtain a form.

The completed form should be mailed to:

Department of Social Services

P.O. Box 02-9121

Brooklyn GPO

Brooklyn, NY 11202

        iii.     In-Person: visit a Benefits Access Center, SNAP Center, or HASA Center.

Tips:

1. Reporting the card stolen is NOT a claim for replacement benefits; it’s just the first step!

2. Check your EBT history at https://www.connectebt.com/ or call EBT Customer Service line at 1-888-328-6399 to track the fraudulent activity. You will need this when filing a claim.

3. Online is the fastest way to file a claim to replace benefits, but there are other options to file.

4. Have your CIN or case number ready.

5. If both SNAP and Cash benefits were stolen, report them on the same claim form. There will be separate sections of the claim form so the transactions will not get mixed up.

6. Take a training! NYC HRA is providing free training on EBT card skimming and reporting fraudulent account activity, the requirements needed to submit a claim to HRA, as well as a walkthrough of the electronic and paper claim forms. https://booknow.appointment-plus.com/9z3xxln8/.