122-2          ISSUING A QUEST CARD - REPLACEMENT CARDS FOR ONGOING CASES

A client may notify Quest Card Customer Service or the local office that their card has been lost, damaged, or stolen. Prior to cancelling the card, advise the client that even if they later find their card, it can no longer be used. A cancelled card cannot be reactivated. The PIN automatically transfers to the new replacement card. The replacement card is mailed the following business day.

It is very important for caseworkers to verify the client's mailing address before issuing a replacement card. If the worker issued the card and then realized that they needed to change the address, the worker should update the address in EISEligibility Information System but DO NOT issue another card. Should this occur, immediately contact the EBTElectronic Benefit Transfer Helpdesk with the case information and they can have the card intercepted prior to mailing so it can be mailed to the correct address.