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Stolen Benefits Instructions

A stolen benefit means that information (for example, a card number and/or name) may have been obtained by an unauthorized source at a merchant or through a merchant’s processor. As a result, public assistance benefits are being used fraudulently.

If you lost your District of Columbia (DC) Supplemental Nutrition Assistance Program (SNAP) or Cash Assistance benefits from your Electronic Balance Transfer (EBT) card because of theft due to card skimming, cloning, or similar fraudulent methods, the DC Department of Human Services (DHS) may replace your benefits.

To request replacement of your stolen SNAP benefits:

  1. Request a replacement card from Fidelity National Information Services (FIS), the District’s EBT card vendor, by either calling (888) 304-9167 or visiting an EBT Card Distribution Center located at either 645 H Street NE or 1649 Good Hope Road SE.
    • If you cannot go to an EBT Card Distribution Center immediately, call FIS at (888) 304-9167 to change your PIN.
  2. Fill out and submit a completed Request for Replacement of Stolen Benefits (DHS-1697 claim form) to OPRMI within thirty (30) days of the date you became aware of the loss of your SNAP benefits.
  3. You can request a DHS-1697 or obtain additional information from OPRMI using one of the three options below:
    • Call to speak directly with DHS personnel (202) 671-4460, then press “1” for a live representative between 8:15 a.m. and 4:45 p.m.
      • DHS has increased staffing to manage an influx of calls, but please expect extended wait times.
    • Call the 24-hour OPRMI hotline at (202) 673-4464
      • Voicemail should include your name, DOB, and a phone number where you can be reached
    • Email [email protected] with the subject “Stolen Benefits,” and provide details of your case, including your name, Date of Birth (DOB), and a phone number where you can be reached.