EBT card stolen - getting runaround between CalFresh office and EBT Customer Service for theft claim

Thts crazy!! Same thing happend to me 2 months ago but mine was $870 stolen. U DEFINITELY need to call EBT customer service not just ur worker. They have to lock ur old card, send new 1, and file the claim for missing $$$. Its 2 different systems. Took me 4 calls to figure this out cuz no one explains anything! The personal questions r normal but annoying. They need to verify its really u.

I'm really sorry you're going through this. Unfortunately, this is a common problem with EBT theft claims. You need to complete both processes: county paperwork AND the EBT customer service claim. Here are the steps you must follow in this exact order: 1. File police report (you already did this) 2. Fill out form CF 303 at the county office (sounds like you did this) 3. Call EBT customer service (1-877-328-9677) to report the theft and get a claim number 4. Provide that claim number to your eligibility worker 5. Follow up with both your worker and EBT customer service every 7-10 days The personal questions are standard identity verification - they need your SSN, date of birth, address, and possibly security questions. They are legitimate even though they're not county workers (they're contracted customer service for the EBT system). By law they must process your claim within 10 business days, but it often takes 3-4 weeks for replacement benefits to be issued.

lol welcome to the club! had $600 stolen in january and STILL fighting with them!!! nobody tells you anything until its too late and then they blame YOU for not knowing their stupid process. the whole system is designed to make you give up. good luck!

Those EBT customer service people hung up on me twice too when I was trying to report fraud. Try calling at exactly 8am when they open - you'll get someone different and hopefully better. They're supposed to give you a claim reference number that starts with CA-something. Write that down and give it to your worker. Without that number, the county can't process anything.

Unfortunately, you're experiencing a common problem with the disconnected systems between county CalFresh offices and the state-contracted EBT card services. Here's what's actually happening: the benefit replacement process requires coordination between two separate systems that don't communicate well with each other. You need to: 1. Get a new EBT card issued (through EBT customer service) 2. Get a claim number for the theft (through EBT customer service) 3. Have your eligibility worker process the actual benefit replacement (county office) For step 2, they are required to verify your identity, which is why they ask personal questions. They're contracted workers handling sensitive financial information. One thing that's helped many people get through to a real person at EBT customer service or CalFresh without the frustration is using Claimyr. It holds your place in line and calls you back when an agent is available. You can see how it works here: https://youtu.be/eZ19FHRETv8?si=_CXnXqNXbLl26WB8 and check out claimyr.com. A lot of my clients use it when dealing with these exact situations.

I had $780 stolen in February and finally got it back about 3 weeks later. Here's what I learned after making every possible mistake: 1. The county office and EBT customer service blame each other for everything 2. DOCUMENT EVERYTHING - names, dates, confirmation numbers 3. When you call EBT customer service again, immediately ask for a supervisor if they give you trouble 4. The personal questions are standard fraud prevention (last purchases, recent transactions, etc) 5. If they hang up on you again, file a complaint with both the county AND the state EBT office Also, ask your worker specifically about emergency replacement benefits. They don't advertise this, but if you have children in the household, they can sometimes issue partial emergency benefits while your claim is processing. You have to specifically request this though.

Just to add to my previous comment - make sure you're calling the right number for EBT theft claims. The main customer service number sometimes transfers you incorrectly. The direct fraud/theft reporting line is 1-800-786-9199. They're open 8am-5pm Mon-Fri. When you call, immediately say you're reporting "electronic benefit theft" not just a "stolen card" as they handle these differently. And yes, they are allowed to ask verification questions like your address, SSN, birthdate, and recent transaction details - this is to prevent someone from filing false claims on your behalf. You mentioned having children - definitely emphasize this when talking to both EBT customer service and your eligibility worker. Households with children should be prioritized for expedited claim processing.

I worked for a county office before retiring last year, and it's unfortunately common for workers not to explain the dual process. This happens because county workers handle eligibility and benefits, but EBT card issues are managed by a separate contracted company. One thing I always told my clients: when you file a theft claim, ask for "expedited processing" specifically using those words, and cite "hardship due to household with children." This terminology triggers specific protocols that can speed up your claim. Also, submit a written statement to your worker (email works) stating that you were not properly informed of the complete process for reporting EBT theft. This creates a record that may help if there are delays in processing your claim.

UPDATE: I called the EBT fraud line this morning using all the advice from this thread. Got a much nicer person who helped me file the claim properly. They gave me a claim number starting with CA-2530. Called my worker right after and gave her the number. She said they can issue emergency benefits for my kids within 3 business days while the full claim is processed! THANK YOU everyone for your help! I was ready to give up yesterday.