Do You Suspect Fraud?

The Alabama Department of Human Resources (DHR) is here to ensure every Alabamian has the tools they need to become financially stable. Many of our programs provide benefits based on documented need and some programs utilize Electronic Benefit Transfer (EBT) Cards to deliver food or cash benefits. Unfortunately, some criminals are willing to steal benefits meant to help families on their way to financial stability. In some situations, there may be reimbursement options available for clients who lost benefits for the federally funded Supplemental Nutrition Assistance Program (SNAP).

What To Do If Recipients Believe EBT Benefits Are Stolen

If you believe your EBT card has been compromised or notice an unexplained use of your benefits, take the following steps immediately:

1. Change your EBT card PIN number immediately to prevent further theft.

2. Call or visit your local county DHR office to report your benefits stolen.

3. Complete and submit a Reimbursement Request Affidavit and supporting documentation.

For incidents occurring through December 20, 2024, reports must be submitted within 30 days of the date the client discovered the fraud. Location and contact information for all 67 county DHR offices is available at dhr.alabama.gov/county-office-contact.

Only fraudulent transactions related to skimming, cloning or similar fraud (text and phone schemes) can be submitted through this process.

All reports of skimming, cloning, or similar fraud will require confirmation from the client verifying that all information reported in the request is true and correct. Clients may be contacted regarding their request. Clients who purposefully give false information may be prosecuted.

How to Help Prevent Theft

Here are a few best practices to prevent benefit theft:

1. Change Your EBT Card Personal Identification Number (PIN) Regularly  

Your PIN is one means of verifying your identity when using an EBT card for Family Assistance (TANF) program, the Supplemental Nutrition Assistance Program (SNAP), and other programs administered by Alabama DHR. Changing your PIN regularly can help make it harder for thieves to access your benefits or “steal your identity.”  Changing your PIN before your benefits are placed on your card each month is a good habit.

2. Check Your Balance Regularly 

Checking your EBT balance regularly can help you budget, meal plan and track the available amount of benefits for accuracy. You can check the balance on your card by visiting www.ConnectEbt.com or by calling the number on the back of your EBT card.

3. Check the Payment Device Used for EBT Transactions 

Both clients and business owners can regularly check card payment devices and scanners for signs of tampering or card skimming devices. Compromised payment devices can be used to steal account information and related benefits using electronic tools and tactics.

4. Never Share Your Account Information

Account information such as your PIN, account number, or other private/personal details can be used to compromise your account. Your account information should not be shared with other individuals or parties. 

5. Be Cautious of Unplanned Calls, Emails, Texts or Other Suspicious Communications Asking for Personal Information

All Alabama DHR clients should exercise caution if contacted and asked for personal information related to participation in a DHR administered program.  Although DHR may contact clients about a case, these communications are often pre-scheduled or planned with the customer’s knowledge. If you are not scheduled or expecting to receive communication from DHR, act with caution if anyone contacts you requesting details about your case or situation!

If you are unsure if a phone call, text message, email, or other communication is from DHR, or if you receive an unsolicited or unplanned communication about your case or card number, DO NOT RESPOND OR SHARE YOUR INFORMATION. Instead, consider contacting DHR directly using the information on our online contact page.

 

EBT Retail Partners – Please Help

We are requesting our EBT retail partners to perform a daily check of card payment devices and scanners for signs of tampering or card skimming devices. DHR continues to work with our federal partners to investigate these thefts and to implement new security measures to prevent some of this fraud in the future.

 

Types of Fraud Eligible for Replacement

Only the following types of fraud are eligible for replacement:

· Card skimming (when devices illegally installed on ATMs or point-of-sale [POS] terminals capture card data or record households’ PINs)

· Card cloning (when data captured by skimming are used to create fake EBT cards and then steal from households’ accounts)

· Other similar fraudulent methods (including but not limited to scamming through fraudulent phone calls or text messages that mimic official DHR messaging and phishing)

Common Types of Benefit Theft and Fraud

· Card Skimming: Card skimmers are stealthy fraud devices that collect or copy card information when a card is swiped or scanned for payment. Criminals attach card skimmers to common card reading devices, such as grocery store or gas pump payment systems. Although they’re often used to steal bank funds or credit card information, skimmers can also be used to steal SNAP, Pandemic-EBT, TANF or other benefits that use electronic benefit transfer (EBT) cards.

· Phishing: Phishing refers to the process of using phone calls, text, emails, or other communication to “fish” for sensitive personal information or convince a person or organization to reveal information that can be used to steal bank funds, identity, benefits, or other assets. When running a phishing scheme, a thief will pretend to be a representative of an organization (like TDHS) and send an unsolicited call, email, text, or other forms of communication to a customer. The thief may make claims about a problem with the account or ask for account information such as a card number, PIN, security code, account number, or address to confirm identity or address the alleged problem. The communication may also include a digital link that can be used to illegally access benefits. If provided, the thief will use the customer’s information to steal benefits.  Additional details on phishing tactics and prevention can be found on the Federal Trade Commission website.

· Fraud or Misrepresentation of Need: Misrepresenting a need for benefits is considered fraud and a criminal act that is punishable according to state and federal laws.

 

Requests for Replacement Benefits May Be Denied:

Replacement requests may be denied in some cases in which there is insufficient evidence to support the request or the client’s request for replacement is outside the allowed scope, including:

· No transaction(s) exist

· Transaction(s) occur prior to 10/1/2022 or after 12/20/2024

· Transactions did not involve SNAP benefits (P-EBT benefits are not eligible for replacement)

· Household already received two replacement issuances for stolen benefits within the federal fiscal year

· Request not submitted timely

 

The Supplemental Nutrition Assistance Program (SNAP) is a U.S. Department of Agriculture (USDA) nutritional assistance initiative administered through the Alabama Department of Human Resources. SNAP benefits are 100% federally funded. The ability to reimburse SNAP benefits related to fraudulent activity is made possible by the federal Consolidated Appropriations Act of 2023. More information can be found here.

A flyer with more tips is available here.

 

Fair Hearing (Appeal) Rights

Fair hearing rights are available to all customers, including those with approved replacement requests. Customers who are denied all or a portion of a reimbursement of benefits allegedly stolen between October 1, 2022 and December 20, 2024 through skimming, cloning, or similar fraud will receive direct notice via mail regarding instructions and their right to request a fair hearing to review/appeal their replacement request.