Direct Express
reviews and complaints

I filed a dispute about a charge I've never made nor ever had any business with this merchant. I was told in 10 day i would get a credit. It didn't happen. Customer service said i failed to return the claim form but i have confirmation of the form being returned the next day from the dispute team. It is now 3 months later I've talked to endless reps and supervisors and nothing is done. They hang up right in your face. They care not that your disabled and you live on 1100 so 407 being in dispute is 40% of your income. No compassion mot,a care and still from April 10 23 to june 26 23 nothing had been done

They will not issue me a new card I have went through the ID verification program I have talked to him over the phone numbers of times waited hours and hours I have not received my social security benefits since November and they're holding my money and will not pay me will issue me a card and will not verify my ID under no circumstance no matter what I

We have experienced serious service issues with your customer service staff of late. To begin with, the Direct Express website clearly states that the card is an international card. Furthermore, the site states a list of ATMs for retrieving cash. However, the card was not received at the first of the listed addresses. It was declined with an error code = DA01200, Invalid transaction.

The DirectExpress agent John said it was locked because MC did not get a call advising them that the card holder would be traveling. My husband (the card holder) did not know this. Subsequently my husband (the identified card holder) spoke with John. John said that the card would be unlocked and to try in a couple of hours. The next day we attempted an international withdrawal at the machine we used previously. We received an error message “unresponsive code.”

Again, we contacted customer service and waited on hold to receive sarcasm from your female staff saying, “we can’t fix the ATM”, and at one point said, “we are not trying to hold your money hostage.” Yet that is exactly what DirectExpress is doing!

We were advised to try another ATM and did so only to receive another message: “declined, try later.” Later tries yielded the same, “declined” message.

We know that you are aware of the numerous phone calls and attempts to use this “international” card. However, your company has lied to us about the fact that it is an international card and staff lied about unlocking this card.

The last miserable experience was when the customer service staff said that he was going to put us on hold while he transferred us to another department. It later became apparent that he had no intention of serving us or transferring our call. The call never got picked up. We were ignored for literally 2 hours (with repeated automated messaging saying we appreciate your patience, please continue to hold) leading us to believe that waiting would be helpful.

To this day the card cannot be used outside of the US. You should be aware that withholding funds that rightfully belong to someone else is illegal. We want this matter investigated and escalated.

Regards,

Geoffrey Goines

Carol Goines

I am trying to activate the card 5332480654544917my case#000001914105pleaseiam sending these photos they asked for they will be shutting off my bills they sent this card and I can't activate it please help asap no one seems to be helping I am the payee of miss barbara davis my gmail is [protected]@gmail.Comthank you

On the 1st of June I went to the 18th machine in Avondale and I tried to take out $300 the first time the machine took it back but the second time it gave me my other $300 all together I got $800 off the car and I'm missing my $300 and that's what happened today cuz someone help me get my money back please have a blessed day an unod you can email me back at [protected]@gmail.com

That's the ATM machine at racetrack in Avondale highway 90 and have a blessed day Louisiana

My card was charged over 29,000 dollars while I was locked up in state prison an I wrote them 10 letters while I was locked up (2 being certified) and when I got out filed a claim and (1 month and 3 weeks later after having to verify my identity, which I did I was giving a provisional credit of 21,000 and 9 hours later it was taking back. I had to reopen my claim and it was denied. How the hell can someone charge 29,000 from prison with no access to anything[ keep in mind the crooks who did this to me replaced my card 3 times over a 14 month period}. They said there was no appeal process and decision was final. How can a company like this get away with this.

On 5-3-2023 there was transaction over 550 taken from my card and I've been fighting with them about my money that I still haven't got. I sent direct express all my communications to each of the alleged merchants and direct express won't do anything to help me get my money. The one merchant is b9 located in California and other merchant is mint mobile and I've never had an account with those places.

Same as all the others. My sari account was hit with fraudulent charges, I disputed on time and proved these ridiculous charges weren't mine. They never provided a temp credit. And then denied my claim saying I authorized them. So full of crap. This pos company actually handles governmental transactions. And yet this scrap has been going on since 2014. Comerica bank is who contracts with the govt. And these thieves. Senator Elizabeth warren has put them on notice. Yet same deal different day. Thousands of veterans have been defrauded by these thieves. Makes sense since the govt is so corrupt.

Constant FRAUD in my Direct Express account.

I just had 22 UNAUTHORIZED CHARGES (FRAUD)

I have to check my account daily.

I went to take all the money out of my account (which has to be done in multiple transactions) and my card got locked up on me and they have to explanation of why.

When fraud alerts should happen, they don't!

Mind you this IS NOT the first time having fraud on my account.

It's the 5th time!

I paid for phone service about 2:30 am on 05/03/23 gave my card information an was told by machine I was to power my phone off an back on then tried to call someone kept going back to 611 to put minutes on my phone so as of that time I kept calling 611 they people that got my money at 611 say I don't have an account with them. So i just want my money back everything body number was 611 so as of 05/03/33 I'm tried of no service for my money $17

On June 1 2023 I used my direct express card to purchase two money orders at a safeway on thunderbird and 7 street the two money orders totaled amount of 332.33 one for 146.00 and one for 185.00 I put the money order for 185.00 in my wallet along with my direct express card the 146.00 money order I filled out in the parking lot of Safeway then went to Wells Fargo on 7 street and thunder bird to deposit it into my landlords account for rent. After there I got back in car and left to finish my appointments it wasn't until I went to get the other money order from my wallet to pay car payment when I realized my wallet with the money order my direct express card plus social security card license plus credit cards and my list of important phone numbers and pin numbers for my food card credit cards and my direct express card was not in my purse after looking every place in my car and re tracing my steps from the Safeway I called to report it stolen the lady cancelled my card and said I had to call file a dispute but now can't reach a representative because my card was cancelled and she said it be ten days to get another card I have no cash on hand no way to put gas in car nothing and my card was used at a good will at dollar tree a Caesars pizza and at two different Walmarts total of 137.61 was used from my card I get 914 and I need that money to pay rest of my bills coming due soon

I tried to get my disability SSI check on June 1st in the amount of $914.00 but someone in San Francisco CA charged my card for $230.00 by using five different transactions to a Instacart Company. I filed a report with their store immediately. I contacted Direct Express by phone but they continue to pass me off to the next person who rarely answers and none have tried to do anything. They avoid my calls. These people are not doing their jobs at all. If it was your money you would want your bank to step up and take care of it. Not keep putting you on hold for hours just to put you back on hold and accamoplish nothing. So, I am messaging hoping someone can do their job and fix this issue and return my income I have to live on. Just check my account Kimberly Kay Clark card ending in 6115 expiration date 01/31/2027. Anything showing from Instacart was unauthorized and I want my money back immediately! You can reach me by phone [protected] My address is 3000 Hixon Rd NW #102 Ft. Payne, Al 35967 I am using my sister's email [protected]@yahoo.com

I have a brand new direct express card doesn't expire until 2028 and I cannot access my balance, my money (which I was able to withdraw last month with the same card) says invalid card info or that my social security number is wrong. Customer service is non existent i've spent 3days on hold ranging from 45min each to over an hour being on hold. I called the main social security office in topeka, ks which I ended up hanging up on her cause she was very rude and told me to call the pointless number on the back of the card. They need online support through chat...

In March 2023 there was a 407.12 charge from Verizon wireless. I never owned a Verizon so I sent in a dispute, they sent Me back a form, I filed it out and sent it back the next day. The dispute dept confirmed they received. I was supposed to be refunded in 10 days it's now May 30th and they say it will be until July 10th before I get a response. 400 is 40% of my ssi. I have children and can't feed them because of this. They have no care or compassion. I've been hung up on by supervisors and csr. I've begged cried they don't care. I am sitting home without even water to give my kids. Can't even drive to a food pantry because I don't have gas. I've never cooked a dispute the entire 5 years I've been with them, they will not speed the process up. I've called Verizon and they have no recorded of My ssn so it shouldn't be this hard for direct express. I need my money today. I see they have lawsuits but I can't get anyone to help me

I have been with direct express for just about to years when my first born began receving ssi payments. Over the past couple of years services have gotten to the point in which I cant help but to wonder if its within direct express were the series of fraudlent activity that regardless if you call minutes following the transaction post, they ultimately deny your claim. In August and September of this past year my sons benefit was practically cleared from a company called google Bigo and though I would submit a claim to direct express, this claim was denied as it indicated that these transactions they have determined were in fact authorized purchases, meanwhile I cannot find any company through the internet that is name google bigo, and on my google account these transactions cannot be found. Much to the same happened in 2021, but this is nothing when speaking of the April 7th stimulus payment that "some" individuals with direct express banking could expect to receive their payment. Well my son was not part of that category of individuals and when receiving the letter from the IRS and speaking to them I would learn that my sons payment was sent to commerica bank on the 21st of April though his benefit at this time was cancelled, when accessing his online banking statement I found a deposit sandwiched between two none corresponding dates a indicated deposit from social security of 1400, when contacting direct express about this payment I know we did not receive I was requested a copy of his statements however had printed the indicated transaction prior to my call, and long behold the statements sent to me did not corrspond with my print out, this deposit was fixed and placed in correct order, and now purchases not indicated previously was shown now. My sons benefit did not get reinstated until Mid May and I would not obtain notice of this until June when at this point a payment for May and June had been made though transactions in May show that no activity from May 1st until the reinstated date is shown. Calls to direct express has got me know where, and at this point I am starting to believe that this is an internal problem rather then a hacker issue. What has been done with this stimulus and fraudlent activity is beyond the scope of professionalism when contacting informing them of the possiblity of my personal information being leaked through nelnets secuirity breach

On May 27, 2023 I contacted Direct express customer service to report a fraudulent transaction in the amount of $90.74 on my debit card from merchant Colorado Springs utilities EZ pay (kubra) system, phone number [protected] listed on transaction. I first contacted the merchant and was told by the Supervisor that no record of transaction was made by their company to my card on April 26, 2023. But somehow the money was stolen from my account. I am 57 year old disabled person in dire need of my money back! I called direct express and got a dispute claim started. I have emailed them everything they asked from me and they still denied my case and closed it, telling me that I have to contact the merchant for my refund! When the merchant never took the money from my account in the first place! During all of this back and forth with them, nearly a month has gone by and Direct Express never gave me the provisional credit they are required to do during their so called investigation. And I'm stuck with a $90.74 loss and my phone will be cut off in 3 days! My name is Gretchen Wellington

My name is Billy Ray pope and I have social security benefits with direct Express which are the card holders. On June 11th 2022 I was arrested for some traffic tickets and my belongings was left at a house my release date was August 4th 2022 upon my release I checked my direct Express card it has zero balance and I should have had $1,647 on my card. I immediately called direct Express and the instructed me to send and documents that state I was incarcerated at the time my car was compromised. Because my card was compromised on the first of the month. So every time I send proof of my incarceration direct Express States it's eligible I had social security to send it they said it was too blurry I had the detention center where I served the time at they said they would probably documents I sent them again to the post office they said they never received it I sent it to the library they said they never received it but yet was still I have copies and proof that they sent it because they sent it back to me for every excuse it delayed my benefit they got the copies in August of 22 their agents State they never received it Comerica Bank send me everything I sent them and they had it at a reasonable time they also denied social security didn't send it but yet and still Comerica Bank send me copy stating that they did receive it. Every time direct Express when it struck me to send the documents again I did and every time I sent them they said they either didn't get them they can't see him to blurry which gives me escalates so this has been going on since August 4th I'm 2022 and they still haven't returned my benefit even though I supposed to be insured

My card was being used by an unauthorized person. I called to have card cancelled and received a new one. I could not register the card because the person that is using my account has registered the card. Today I was on the phone for 5 hours and was on hold the mayority of the time was transferred around and hung up on, and transferred to a language line ... horrible service.

I need help! call me asap

I am 70 yrs old and disabled in great need of my funds. On 04/20/2023 I mentioned that there was a $24.92 & $14.59 charges on my account that was unknow about. I told them that I had already contacted these companies and they gave me a refund. So asking, how to stop these activities from happening, they sent me to the fraud department.

That's when the problem began, they said I'd receive another card, they sent me a letter instead for the investigation for $39.51 claim but no card. It's 05/04/2023 and unable to pay my bill. What's to be done about situation.

Azih Harrow

After using my card in Mexico for 13 years, (where I live now, ) My card would not work. I spent 3 hours on 4 different days, only to have them say the problem was corrected. On the 5th time, they sent me to an independent ID verification company which asked for fotos of basically all of my IDs, only to be told they only accept a birth certificate and SS card. After a real hassle, I got a copy of my Birth certificate and my ID was verified. We are into the 3rd month now and my card will work for online usa purchases, but not at ATMs. I have re directed my SS payments. DO NOT USE Direct Express!