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1.0 418 Reviews

Direct Express Complaints Summary

4 Resolved
400 Unresolved
Our verdict: If considering services from Direct Express with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Direct Express reviews & complaints 418

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Newest Direct Express reviews & complaints

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5:35 pm EDT
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Direct Express poor service

My card was locked because of a suspicious purchase. This purchase was a bottle of advil at our local dollar store. I called Friday to have it unlocked. The rep said it would be unlocked. It never happened. It is now Sunday. I have no access to my money. The call center is useless. I keep get transfered to level two. I then get a message about high call volume and hung up on. Also, the website is obsolete. I am not able to register as a new user. It has been like that for months though. The only option for contact is a call center that hangs up on you, or a postal address. There is no chat or email feature.

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10:27 pm EDT
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Direct Express fraud ivr money transfer unauthorized

8/03/2017 my social security benefits were put into my account, 23 mins later I had all of my social security transferred out of my account my a IVR, I immediately called them on the phone and my pin was not working I had to take the time to renter a new pin, finally got someone on the phone, asked them to stop the transfer, since I didn't authorize it, she said she didn't like my tone with her and now she needed to verify who I was, she was rude, I told her to tansfwr me to someone who could help me and she hung up, I called back got level 2 got the paperwork being mailed, and a new card on the way, I've made. Police report and the officer looked direct express up on her computer and said that she advised I Google them that there was a number of complaints about money missing that's unresolved. I am 3500 miles away visiting my parents with dementia, I keep calling direct express, to be told that the money was probably stolen by my parents, or someone I knew with my info. I do not give my card to anybody, I don't give me pin out, or have it written down anyplace. I have contacted Comerica bank who says they only issue the cards to direct express but he would transfer me to direct express to be hung up on again. I have called direct express 42 times today to be hung up on or told that they have alot of callers.
I have been with Direct Express for 10yrs and they have always had my money on time. I read so many post no body gets a provisional credit, or gets refunded even though the are fdi insured. I was on hold yesterday with social security for an hour and 20 mins to have social security only tell me they deposited the money, to take it up with Direct Express about my funds, there is no such place a IVR money transfer. It's done in house meaning someone from direct express to top it off they even charged me the 1.50 transfer fee. Anybody that has any info that can help me, I did get a merchant ID but the police couldn't even seem to find the merchant. I am 3500 miles away from home. As of Sunday I will no longer have a motel room, I have borrowed money to eat, I have no car, I was waiting for this money to make a reservation plane ticket home. I am in Riverside county, CA and I live in Florida! Beware everyone I will be changing debit cards if this isn't resolved by Sunday.

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Kenster69
, US
May 31, 2019 7:20 am EDT

Kenny Smith here from puyallup direct express. Is terrible they don’t do any investigations it’s all lies they just keep your money we should all start a class action lawsuit together we would guarantee win any ever done class action lawsuits I want to look into
This we cannot let them get away with this Contact me anytime anyone Kenny Smith Texting is best for me [protected] Grand total of almost $1000

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Millerclan
, US
May 30, 2023 1:56 pm EDT
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Replying to comment of Kenster69

Had there been any resolve? They stole 400 from me months ago and won't respond. I can't feed my kids they don't care. I'm all in for a class action

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Venus Williams
, US
Oct 06, 2018 5:41 pm EDT

This happened to my husband on October 1st, 2018! We had just ran across numerous articles, being thankful it didn't happen to us, pissed that none of us was told about the FRAUD Comerica Bank has been practicing since 2013 and decided to move his money elsewhere(should start in November). Then BAMM! It was time to pay bills, was able to pay one bill, checked account(only by his SS number because pin# did not match, to me this is not a secure way when you don't need a card number!) and he only had $22.? in there and a $1, 419 IVR money transfer was made into a Bank of America account! Took us the next morning to get a person, she called me a "third party" because I speak for my husband and threaten to hangup! So, we talked with a person, cancelled card, wanted a check instead of credit back on account(she said "can't do that" and I do not trust none of them). We were promised a fraud packet(don't have it yet) and new card mailed out Oct 3rd. In the mean time there will be a hand written letter sent to them(don't know when we will receive anything!) and complaints filed with CFPB, our state senators, FTC, BBB and local news! WE need help with THIS FIASCO called THE GOVERNMENT, they know whats going on!

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directexpressiswack
, US
Aug 23, 2018 12:51 am EDT

The same thing happened to me. Someone changed my address on my direct express account and got a new card expedited to a different state. They then went to an ATM and overdrew my account by withdrawing $700 in one transaction. I’ve called Direct Express numerous times, called SSA to put a hold on my information so it cannot be changed without walking in the SSA building. I filed a police report and a dispute with Direct Express and called the Chase bank where the money was withdrawn. I obviously use this money to survive so I’m [censored]ed. Direct Express is an UNSECURED company. They should be sued and shut TF down.

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Geraldine Moore
, US
Aug 07, 2018 10:12 am EDT
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Samething happened to me Aug 3rd. Checked my card at 6am and 750.78 taken by IVR money transfer to Bank of America. Called Direct Express pin didn’t work had to make a new one. Then it kept saying high call volume and hung up. Finally got though to them. Said there sending me a new card and papers for fraud. Hopefully it won’t take forever for them to put money back on. What I really don’t get is I’m not the only person this is happening to so why are they even questioning anyone’s when they know there getting hacked. They need to up there security

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Jennifer Downey
, US
Aug 04, 2018 10:57 pm EDT

Has anyone actually received this refund. We may become homeless due to a IVR fraud on our Direct Deposit. My husband is a 100 percent service connected disabled veteran. It took all of our kids school clothes money, rent, and food money. How could this happen to an account entrusted by the government?

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Sfsurvivng96
, US
Jul 03, 2018 5:20 am EDT

Same thing for me as well. The very night of my monthly deposit, my pin failed to work, and then I discovered $2200 stolen from my account. After some time, I was able to reach US Direct Express via phone. They cancelled my card, asked me a half-dozen questions, and then told me to expect paperwork necessary to their incestigation to arrive in three-to-five days. My understanding it that, because I was fortunate enough to report the theft quickly, the must fully replace the loss with provisional funds within 10 days, and then reimburse me permanently. Time will tell if they abide by the law, but merely the fact that they insist on snailmail to for moving their investigation along is indicative of their management and executives' “commitment” to customer service..meaning they are only “committed” to lining their own pockets, and don't give a damn about their custormers.

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cat1092
, US
Jun 12, 2018 3:42 pm EDT

Same happened to me yesterday. Tried to make a $11 purchase & wouldn't go through.

Called Direct Express, the first red flag was that the last 4 digits of the Direct Express card didn't match my PIN, so was asked to create a new one. I then proceeded to make my purchase & still wouldn't go through.

I called again after getting my most recent transactions, there was a $500 IVR Transfer to Home Federal Bank, of which after a Google search, turns out there are many banks under that name.

Now I have to wait on another card, as this one was closed when I reported & will have to fill out paperwork when it arrives. In the meantime, am going to file a police report, since that was the first thing asked after getting my information. Glad that my bills are paid for the month, except my medicine & all of the money leftover for food is gone.

Hopefully will get it back, there was a much smaller theft several years back (less than $10), it was refunded right away. Have doubts that this one will be processed as fast.

Am rapidly losing faith in Direct Express, after reading these posts, appears to be a widespread issue. Funny thing though, they blocked a $24 transaction that I made, had to call & say it was me. Seems that if they could block $24 from going through, a $500 IVR Transfer should had most certainly be a huge red flag.

I'm still in great shock over this.

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Sharon Grimstead
, US
Jun 04, 2018 9:26 am EDT

https://abcnews.go.com/Blotter/social-security-funds-drained-fraudulent-charges-direct-express/story?id=22565352

Comerica, the bank that administers the Direct Express program for the U.S. Treasury. Wayne Mielke, VP of corporate communications at Comerica, promised they'd look into it right away.

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Sharon Grimstead
, US
Jun 02, 2018 12:01 pm EDT

Me too 20 Minutes after my Disability check went thru $1000 was taken Thru IVR transfer.
did anyone get a reference trace number, the first C.S.R. gave me a trace number and the last 4 of an acct. and last 4 routing number, which the fraud rep. said no one should have given me a number. When I requested a paper statement, the ref transfer was on it, but no name or company. I believe it was from Us direct express because they know when the money is in there, I knew something was wrong when my pin number didn't work and they said I entered it wrong. Report it to the Federal Trade Commision. I haven't gotten my money back yet. Be tenacious!
You can get your money back .

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Display Named Here
, US
May 07, 2018 6:10 am EDT
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May 3rd, Nine minutes after my money was dropped into my account it was gone. $1500.00 just disappeared through a IVR money transfer. This is the money I live on every month. I knew something was not right when I attempted to W/D money from an ATM to cover my co-pay for a Doctors appointment I was about to go to. It told me my PIN was wrong. I attempted W/Ds at other ATMs in the area only to be told my PIN was incorrect. I went to the appointment and of course I have no cash, I ask the receptionist to run the co-pay charge against my card. It won't run at all. No "insufficient funds" error message it just won't run through. She tried 3 times only to have it do the same thing. I am now concerned. I finish the appointment and proceed to the Pharmacy. I can't pay for my meds because the cashier runs up against the same issue. I am trying not to panic, maybe they are late with the deposit. I can't remember if I received the automated call letting me know when the auto deposit will take place. Having been thoroughly humiliated 3 times (because of course there were people in line at the ATMs) I proceed to my vehicle where I can check my account balance in peace. I find that my account is locked! Okay not a big thing. This has happened before. I call Direct Express Customer Service. I run through the Automated menu to unlock and reset my PIN. I reset and unlock the account. I check the balance. I have $44.00 I my account. I go to account history and see that an IVR money transfer has taken place. The amount is odd in that it's a whole number not $1499.99, not $1543.99 but $1500 straight whole number. I have no idea what an IVR money transfer is. I have tried on multiple occasions when I was first issued the card to transfer money into my regular bank account. It never worked. Even after calling the Customer Service phone number and getting ahold of an actual human being after 90 minutes, only to be told "that's odd". Mind you we tried multiple account types. Regular Bank savings account. Credit Union Checking accounts. Credit Union savings/checking account combo's. I even tried a Mutual Fund Checking account. none of them worked. Which is why I had to default to this Direct Express account. Having been through this somewhat before with a charge from an unscrupulous seller on Amazon, I had not hit Panic Mode yet. I knew that I was in for a couple of days playing phone tag through the Customer Service phone tag system. After numerous attempts after 4 days without sleep. I got ahold of a Human Being at least it sounded Human. I was told I sent the money to myself. I was told that I gave my card to a spouse or other family member and they sent the money to me. I was told that an IVR transfer requires the card number, the SSN of the card holder, The address of the cardholder. The routing number of both the Coamerica Bank as well as the Routing Number of the receiving Account. I was told that above all else it used the PIN associated with the card. I told the Human in the other end of the Line, that I didn't authorize a withdrawal of the MONEY I LIVE ON. That it also was done without my consent. I was told emphatically that I did it, and not to expect a refund or return of funds or whatever you want to call it. I was told that I would'nt be connected to the Fraud Dept. because I didn't qualify as a fraud and wouldn't be allowed to dispute the transaction. I admit that I became heated. This is after hours of calling and being hung up on. Hours of being told the call volume was high and to call back. I was begging at this point..."please transfer me to the Fraud Dept. so I can lodge a dispute on the transaction...please" He (I assume "He" because the voice was baritone) blessed me and said he would connect me to the Fraud Dept. I don't know if "He" tried to or not because it never happened. However, because he had left the "headset" or "handset" on. I was "gifted" to a conversation "He" was saving with someone in the same room. I listened to "Him" say that "there was another [censored]ing disabled actor wanting his money" also "I am [censored]ing tired of these [censored]ing [censored] lowlifes demanding [censored] they have no right to" there was more but I was so angry, I shouted on the phone that "hey you are supposed to connect me" at which point "He" realized I was still on the line...annnnd promptly hung up on me. I went through another 3 days without sleep trying desperately to get ahold of someone. I also called the SSA. They told me "it was out of their hands" they made the Deposit. in the wee hours of day four I got ahold of someone. I swear to God they must have blocked my number because the calls started not to go through. They didn't even reach the Customer Service automated system. It just hung up. I decided to use the VPN on my phone when the call actually went through. I was calm because I was low energy after 4 days and less then 6 hours asleep across those days. The "woman" took my information, allowed me to ask questions. Explained what would happen from there on out. Which is what I wanted. I learned that you don't actually need to be connected to the Fraud Dept. to lodge a Dispute on a transaction. The Customer Service Rep. you are speaking to can do it from their console. I found that out after explaining that I had got to this point before only to have been either hung up on or having the transfer go wrong and then being hung up on. I had gone beyond panic and entered into an uneasy acceptance that my phone would be turned off this month. My electric would probably be cut off for non-payment, My water was also going to be shut off at some point. I was now going to be behind on a car payment, and the "cheaper" monthly car insurance I went with because there was no way to buy that insurance as a lump sum. I wouldn't be making my monthly trip to another county to see my ortho and my pcp because there would be no money for the cheaper plane tickets I normally booked a month out. I realized that monetarily I was in a hole so deep that even if I accepted help from family it wouldn't be enough. The reconnect charges alone were large not to mention the penalties. At this point they will be sending me the paperwork for the Formal Dispute. Even if they replace everything that was taken. I will still not be able to pay the reconnect fees. I could do it if I don't eat, If I don't purchase my meds. If I miss 3-4 doctors appointments and save the co-pays, If I let the dogs I rescued not eat. If I stay home and use no gas for a couple weeks I might be able to do it. I pride myself as being frugal and thrifty. I have not purchased "new" clothes in almost a decade. I wear no jewelry. I do not wear the latest "kicks" I buy my clothes and shoes from the Goodwill and Salvation Army. Everything that needs paying gets paid. I have never missed a payment since becoming disabled a decade ago. I have paired down and live a much simpler life. Even with all that...I don't know how to dig myself out of a hole not of my making. Fini.

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Sharon Grimstead
, US
Jun 04, 2018 9:23 am EDT

Hey, the same thing happened to me, I found this while searching IVR Transfers us direct express, I hope you get it fixed. don't give up!
Got a consumer problem? The ABC News Fixer may be able to help. Click here to submit your problem online. Letters are edited for length and clarity.
https://abcnews.go.com/Blotter/social-security-funds-drained-fraudulent-charges-direct-express/story?id=22565352
{this is what they did for this man, }
Dear James: Well, this sure was a fine way to start the new year. You told the ABC News Fixer that you and your payee are careful with the debit card and do not share the PIN with others, so it was a surprise when these costly phones, video game, and music purchases hit your account just after the deposit went in. Worse, you said, was the frustrating experience of not being able to reverse the fraud while it was still pending.

We got in touch with Comerica, the bank that administers the Direct Express program for the U.S. Treasury. Wayne Mielke, VP of corporate communications at Comerica, promised they'd look into it right away.

And they were able to fix this: First they canceled the compromised card, and you and your payee faxed them a formal dispute. The whole thing took a couple weeks, but they finally returned the missing money minus some fees for a replacement card and expedited delivery, resulting in a refund of $614. You told us you're now back on track with your bills.

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Vicki Sotomayor Leroy
, US
Jun 14, 2018 4:49 pm EDT

Hi my name is Vicki and I live in California yesterday all my Social Security was stolen out of my account is it possible to give me a call just wondering if you ever got your money back? [protected]

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5:39 pm EDT

Direct Express credit card

I had $543.00 drained from my Direct express account and have tried for two days non stop to try and file a claim with their dispute dept. only to hear "we have a high call volume, please try again" or to be hung up on. I have a limited amount of resources and they let my acount be completely drained and there is no way to file a complaint! They show lack of interest or compassion and no concern, and I really need what little money I have! I have HIV/AIDS and PTSD, OCD, and I am Bi-Polar and i can really do without the stress of not knowing if I'll have money when I wake up to get me through the month. Can someone please help?, because I feel like I'm drowning.

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1:50 pm EDT

Direct Express unauthorized credit card charges

MaxALPHANO2, [protected] they were told that they weren't suppose to take the money I never gave them permission it is for something I didn't order it was for $87.? I don't know what it is he said they sold different things when I ask what he couldn't tell me then he said the person name was ken he gave me several names I ask him what it was about he said he couldn't tell me without the right name and it wasn't my name I want my money back. they were told that they weren't suppose to take the money I never gave them permission it is for something I didn't order it was for $87.? I don't know what it is he said they sold different things when I ask what he couldn't tell me then he said the person name was ken he gave me several names I ask him what it was about he said he couldn't tell me without the right name and it wasn't my name I want my money back.

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Markham Tiff
, US
Sep 06, 2017 11:21 pm EDT

Direct express for three months said couldn't get to a rep. Call back later for a level two fraud rep allowing a charge of 180 dollars rob
To come out of my accent. No signature or PIN number,
I called and called finally today got a hold of them and now they want me to wait to get my money again, even though MasterCard agreement states if not yours your money comes back .. and
They direct express doesn't give a crap

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7:20 pm EDT

Direct Express direct express debit credit card

i had monies stolen off my card and reported it i had one transaction for a small amt of 65 dollars one month and reported it Of course they said I had to in writing submit a dispute and after they received the dispute form or letter back from me they would return my money the following month out of the goodness of my heart i thou my care giver thou IHSS sent 20 dollars to my granddads for pizzza via paypal and FB big mistake and when I complained to the company they told me I had to submit my claim to level 2 or the fraud dept they actually suggested that i call between 12 and 6 in the morning I said Are you people crazy i am old and heart I am not up all note calling people on the phone and oh by the way that doesn't work I had several hundred dollars taken off my card and I just want it returned the worse thing is they were supposed to alert me of any transactions in other cities well guess what they dropped the ball on that too and any or most of the people that work for them have got to be the absolute worst customer service people I have ever dealt with i use to be a customer cervix rep and specialist/supervisor 1 for budget rent a car I know how people should be treated in delicate situations and that is not it I even called and complained bat one guy because he was the absolute rudest person I ever talked to in my life I complained and said he needed to be reprimanded and or fired Higher ups were dealing with him as I was complaining to the supervisor they provide the absolute worst customer service I have ever dealt with they should get no stars for the worst customer service ever

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10:02 pm EDT
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Direct Express - bank cards

They will cheat out of your money you better check your bank a lot you will have missing money. I have to check and recheck and even take notes and please document your history when your purchase with your card! .Don't think these banks dont cheat or the people who work for them dont either! please ask for prints for all of your purchases and keep your own record of what you purchase

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8:46 am EST

Direct Express money taken from my account

On May 2015, money was taken from my account. When I contacted the company, they found no wrong doing. How can I say money was taken from my account without authorization. They told me no, and after 3 requests, numerous calls requesting, and letters nothing has been done. The company refuses to send me the documents they use to make their determination. They will not even tell me who they paid the money to. That is crazy they can do that. What's makes it worse, they are government contractors- oh but that says a lot. To resolve my issue, provide me documentation used to make decision, and tell me who the money was paid to.

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Paula J Poore
, US
Jan 03, 2017 1:38 pm EST
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Ive been locked out of my directexpress app. There's been money taken out of my acct. and I don't know whose taken money out. I would like a paper statement for Nov. And Dec. Of 2016 please. My name is Paula J Poore address is 5675 Edith Ave., Corning, Ca. 96021

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5:01 pm EDT
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Direct Express will not returnstolen funds

On feb 8 2015 my bilfold wasstolen, at 1230 and i reported it at 1235 am. I also recieved info as to atm location and the amount taken. Was given dispute number 1 - [protected] and card cancled at 1245. Was told if i wanted to i could write in my own words what happened but that i had done what i was suppossed to do by reporting it as soon as it happened. Also explained to him why it so easy, i fell dec 24 2014 broke my arm it was in a cast also had to have surgery was in 2 hospital s the man simply opened the door to hold it and helped me get my groceries to the car and helped himself to my billfold. I got some forms to fill out 14 days later then they cancelled because i had to have them backin 10 days so they reopened iit but arent through investigating no provisionl credit while ongoing

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Shirley Debose
, US
Apr 09, 2017 9:25 pm EDT

Be very carful of the direct express cards people who work their are crooks please keep a record of your transactions or you will be double charged in most cases this is a inside job among their workers

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2:20 am EDT
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Direct Express never set up my direct deposit

I get monthly Social Security Disability checks. Along with my paper check I get a notice stating that by law I must use direct deposit to continue to receive my benefits. OMe of the companies they suggest is DirectExpress. I first ordered my DirectExpress card in December and they said it takes about 2 cycles in order for the direct deposit to begin. After I received 4 more paper checks I called and they assured me that the next check will go through. It didn't. So I asked to speak to a manager and wanted their promise that it will go through. She said that she couldn't garuntee that. So I had them cancel the worthless card they mailed to me.
Instead I went to a credit union who set me up in 2 days and no problems with direct deposit. I don't know why something so simple and so essential to DirectExpress' exististence was difficult for them and every time I would call no one would know why the payments weren't going through.

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7:21 pm EST
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Direct Express no real help

Us Direct Express I had a total of 26 unauthorized transactions happen to me using this card when trying to file a dispute for these as the transaction took all of my money on the card I could not even buy groceries for the month or gas for my car to go to my doctors appointments at the Veterans Hospital. I am a disabled veteran. It took six phone calls before the complaints where able to be submitted. Then I was told it would take 45-90 days for the dispute process. Because of this I had to get a ride from a friend to the local food bank just to have food to eat. This is ridiculous no other credit or debit card company I have ever dealt with took longer than one week to resolve this type of issue and most of them are within 48 hours! This is a terrible company and the government should be ashamed that there is virtually no real help for folks using this card. The technicians of all levels and supervisors don't care weather they help you or not because they are under contract & so they people they should be helping have no choice but to use them! This system needs a complete overhaul!

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Marilyn D Jackson
Houston, US
May 10, 2022 5:58 am EDT

I had almost 100.00 dollars taken out of my account the same day it was put in. I called they said that they would put it back in that was the third of May. Someone hacked my account.

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chris3334444
Spartanburg, South Carolina, US
Mar 26, 2021 2:01 pm EDT

Direct Express does not have the capacity to run a Toy train set, let alone be in charge of the financial transactions, wealth management or currency exchanges for SSI, SSDI or any other Governmental functions. This shows the incompetence of Governmental powers at any and all levels.
The company reflects the inability to actually care about who they service with a messaging service designed to subvert calls rather then to answer questions and/or resolve issues in a timely fashion.
After being put on hold for hours I have been interrupted, hung up on, diverted and lied to. I called the company 2 months before my card expired to make sure it would arrive on time and that they had the correct address. After being told my card would arrive in a few weeks 3 times I finally had to pay to have it expedited at a cost of over $18.00, $400 to which goes to the company and at this point, is extortion by definition. When $4.00 is multiplied by the millions of people who they service, it becomes a large amount of money.
Your messaging system is designed to detour customers from being able to talk with customer service while trying to integrate other systems that have nothing to do with existing extraordinary problems that must be solved by a human being. You have absolutely NO easy to follow instruction for activating your card. The instructions that come with the card do not coincide with the messaging instruction given on the phone. Your customer service workers cannot access whether a card about to become expired has had a new card sent out or not. It seems you do not have any concern for your customers to get a new card before expiration, even when the customer has called repeatedly. Having your employees stall, delay and lie to the customer without any regards for the fact that millions of people that are disabled in this country may not be able to have money for life's essentials. I truly hope that this "bank" has the ability to see that its responsibility's go beyond that of other financial institution.

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JBSimms
, US
Aug 21, 2018 11:14 am EDT
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Comerica and Direct Express are being investigated. Write your story with as many details as possible and send to the publishing company, Erik Publishing, at jbsimms@erikpublishing.com
Send your contact information as well as your story. Please include as many details as possible.
J.B. Simms

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7:13 am EST
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Direct Express missing money

On December 6, 2012, I returned a computer back to Best Buy, and theey told me theat thee money would be refunded back om my card in 3 to 7 days, I called Direct Express on several times to find out exactly when will my money return back om my card. Each time I received and answer of 30 days. But on thee 28 of December, I called and she told me theat thee money was refunded on thee 8the of thee monthe. But I have called theem on thee 9the we I lost my card and again thee told me theat it would be refunded withe in 30 days. I tried to access my card on line several times on line so I could see every transaction on my card and access was denied. On thee 9the will I replaced my card theere was a sum of 871 dollars. They told me theat it would be a charged of 14 dollars to replace my card. When I receive my card I check at thee bank and thee amount of my card was 701 dollars. Then I recently check my card and theere were to refunds from Amazon from where I have purchased 2 pairs of boots. That tells me theat theey can take people money any time theey want.

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8:22 am EDT

Direct Express they made over $700 on me and are squabbling over $400

Only asked for $400 dollars and was given $500. It was to cost me 132.50 to borrow $400. No problem so I went with it and found that 500 was put into my account. So after the first couple payments came out I added it up to be 719.00. I called them and they said I still owed 632 on top of this. I closed the account and told the lady that I have paid you what I was told to pay. Received letter from collection agency (Alliance Asset Management) asking for the 632. Called and after a back and forth debate they said they would take 400 after she supposedly talked to Cash Direct (they were closed because I called while she was talking to me). So then I said how can you deal with corporate if they are closed. She began to back peddle and said they she never was on the phone that they have guidelines that they work with. I told I would only give them 200 more just to shut them up. She refused. Come on, they made over $700 on me and are squabbling over $400. She said to call her when i was ready to pay this. That was the end.

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KYLE ZIMMER
Luxemburg, US
Mar 20, 2010 5:49 pm EDT

CONTACT TO VERIFY AGREEMENT/POSSIBLE VOID FILING FOR BANKRUPTCY

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4:12 am EDT
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Direct Express can't access account by phone or internet

I have tried on several occassions to access my account by phone and on the website. I use to be able to talk to a human being about my account transactions but now it feeds me a menu and when I pick the one most likely to help me it drops the call. I also picked an option to have them give me a call when my account drops below $95.00. They have discontinued that practice I assume, they haven't given me that courtesy but once. I have noticed on this site it's happening to a lot of people. My next step will be to contact my congressman! This is serious. I too am missing several hundreds of dollars but can not confirm because they wont let me in!

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10:37 am EDT
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Direct Express rudness

I-was-having-trouble-with-my-direct-deposit-card-as-I'm55&disabled-so-I-decided-to-change-my-direct-deposit-card-from-netspend-as-4-the-last-3-months-my-card-has-been-compromised-so-I-went-with-direct-express.Well-the-1st.-card-I-received-did'nt-work-when-I-tryed-to-activate-the-card, So-I-called-them&it-took-about-20minutes-for-a-live-person-to-answer&he-said-he-would-send-me-another-card&that-would-take-7to10days-to-arrive-or-if-I-pay-13.50-it-will-be-here-in-2days-so-I-did-that-as-my-rent-was-due&I-could'nt-wait-7to-10-days.Then-when-I-got-that-card-I-could'nt-activate-it-either.C'mon-I-could-see-one-card-but-both-of-them!Then-I-called-the-S.S.-office&they-called-the-company-on-my-behalf-when-I-started-to-speak-that-lady-was-so-rude-to-me&informed-me-she-was-talking-to-him-not-me&she's-lucky-we-were'nt-face-to-face-cause-I-would-have-bashed-her-right-in-the-mouth.

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Mindy Grim
, US
May 23, 2016 2:43 pm EDT

anyone who has every had an unresolved issue with the us direct express debit mastercard issued by comerica bank on behalf of the social security admin. should contact:

tonya

[protected]

she has got fires lit under employees b**ts for mistreatment of customers and mishandling of customer accounts

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OneMadChick22
, US
Dec 24, 2015 3:35 pm EST

So my payee and I have both called and have asked about my direct express card. Every time that she calls they always hang up on her. I talked to the supervisor and they still refuse to give any information to what is going on. I am tired of the games that these people are playing. We just simply want to know why if a card was issued December 1, 2015 why we have not received anything, and it is currently December 24, 2015?

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PbGr
Kentwood, US
Oct 25, 2014 10:30 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have had the exact same treatment, card disabled, can only use debate . They have no information, they have never sent a notice, my last phone call to them, they said they are sending a new card, but have No idea when it will be sent. Not only rude people, but they cannot answer even a simple question . Again the government has given a corp a very large contract without demanding a level of service above kindergarten.
They have total control of our SS funds and we can only wait .

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RACKNOMORE!!
New Windsor, US
Jun 21, 2014 4:33 pm EDT
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I went to the supermarket and my card was denied although I had sufficient funds. I returned home and contacted Direct Express and was informed that they had canceled my care due to some questionable activity. I asked what the activity was and where the transaction took place. They said they did not have that information. Naturally I was dumbfounded. I asked why I wasn't notified that my card was being canceled. They said they had contacted me. They never called or sent an email about the so called activity. This is the fourth time that I have had to be issued a new card. (They claim it was only twice.) This means that I have to contact all the businesses that I have automatic payments with and will sustain late fees for payments due this week.. I was told that I would have to wait 7 to 10 days to receive my new card. This company is one the worst I have ever had the misfortune to do business with. I wonder how this Mickey Mouse bank secured the contract to distribute social security payments. It's in Texas so I guess GW had something to do with it. If they do this to a 100K people a month the bank has over a million dollars sitting on the balance sheet for money that is not theirs. I will be contacting my elected representatives in Washington and request an audit and forensic investigation of these incompetent crooks.

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usdirectexpress
, ID
Jan 29, 2014 10:59 am EST

USDIRECTEXPRESS, USDIRECT EXPRESS, DIRECTEXPRESSCARD,
In my opinion, the USDIRECTEXPRESS SECUITY breach was placed there by design. Any USDIRECTEXPRESS account that is suspended, blocked, or frozen will ultimately put those suspended U.S. TREASURY deposits on the books for longer periods of time. When money that is normally withdrawn rapidly by SSA recipients is conveniently withheld from them by the fat-cat bankers on Wall Street... due to some mysterious "so-called" security breach, well then that money goes on Comerica Bank's "positive ballance sheet" for that month. Sometimes when banks get in over their heads with "bad-debt" that is bleeding red ink on their books, they engineer seemingly ingenious plans to disguise the losses to their shareholders. Also, after those frozen funds show a positive ballance on the bank's books, that balance-sheet can then be used as collateral to borrow up to 10-Times (10 X) the "reported balance" from the federal reserve. That is utter CRAP! Visit USDIRECTEXPRESSCRAP.COM USDIRECTEXPRESS, USDIRECT EXPRESS, DIRECTEXPRESSCARD,

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joey23434
Brooklyn, US
Feb 21, 2012 6:13 pm EST

US Direct Express Customer Service are Very Rude, They had a Security Breach This Month Feb, 2012. and now I have to wait 45 Days to get my money back and all this happen on their Computer system, Not sure why I have to wait, I had it with US Direct Express I will Cancel this card...

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Tommy Byrd
, US
Oct 16, 2018 4:01 pm EDT
Replying to comment of joey23434

I had $200.00 come up missing between my card and the electric company REC that one of Muscatine Iowa has cause it said it was taken off my card but the electric company said they hadn't received! Not only was I treated like a thief by the fraud department but they said it had to be my wife! Here's the funny part! Three months later I got a call and even though the fraud department did such a great job that I was just making it up, my money was found long and behold by me because the electric company had missed places it and obviously Direct Express didn't do that good a job! But because of their screw up I lost my place due to back up bills due to electricity

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7:56 am EDT
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Direct Express rip off

I received a new Direct Express card in the mail advising me to discard the card that I have, and activate the new one. I did this and on the 3rd of October I called to make sure the funds were deposited on my card and the automated system said I had a balance of 14 cents. I called Direct express and advised them of this and the agent told me that the card I received was not linked to the original card and my funds was deposited to an old card. She advised me that she would have to send me a new card that would take 5-7 bus days. REALLY! My rent is due by the 3rd of the month!, and if I can't pay it, I will be charged late fees ($15. 00 the first day it is late and $10.00 everyday thereafter). I need my medicine that I am out of, and do not have the money to pay for it! I spoke with customer service 2 x's and explained all of this to them. I even spoke with an supervisor (Kimberly) who told me that it was nothing they could do, I would have to wait for my card to be delivered to me by Monday and a fee of $13.95 will be billed to my card. THIS IS NOT MY FAULT! It is the banks fault; they should have caught their mistake before it happened. I will be without my medicine for 5 days and risk having another stroke. This is not acceptable and proof they do not care about me at all. I am a customer that keeps them in business. I am going to take this all the way to CONGRESS! When you are a business, especially a Bank; you try to fix the problem for your customer. Direct Express should overnight the card to me free of charge since it was their fault! I'm going to the Social Security office first thing in the morning and let them know about this gross negligence.

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11:47 pm EDT
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Direct Express won't put my 950.00 back on my card.

My Social Security money is put on USDirectExpress card. My money was taken off my card on April 1, 2011 by a teller at 5th3rd Bank. Because my ID didn't have the same zip code "which she didn't ask me at all" as my card she voided out without permission and now this card hasn't put my money back. Each deny this being their fault. The teller was wrong, she ok'ed it then turned around and avoided it. I've tried numerous phone calls, letters being sent from bank about the error they made and the people at the card, have no info. I had a letter sent that day and again on the 6th and still no money nor any explanation from either the card or the bank. Please help me before I get evicted etc.

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hankins65
, US
Jul 02, 2018 4:36 pm EDT

I went to an ATM at a Chase Branch, the ATM didn't give me my money but It showed a 700 dollar withdrawal on my card The people at the Chase branch realized the problem and the manager gave me information to forward to Direct Express.I contacted Direct Express and the customer level two rep told me to fax the problem to them, gave me a service request number(that they didn't record).Over the weekend I faxed the dispute to them six times, yet they still didn't receive it, stating that I takes 48 hours to receive a fax (is that true?)plus they told me that it could take up to 90 days for me to receive a credit on my account, (if they granted me one), meanwhile, I am 100% disabled and that money was for my rent.Why does it take so long for them to give me my 700 dollar credit ? every different number that you call goes to the same people(no corporate people can you contact)the reps only recite the company line, and pass the buck to other CSRs I still haven't been able to solve this issue, i need my money to survive, and I wonder why social security even use these people.the Government should really look into replacing these crooks with a company that will really service it's people honestly.

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Shouli41
, US
Jul 06, 2017 1:13 am EDT

I also had money taken from my card and nothing has been done about it. I reported the problem immediately, but they are not refunding my money.

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Freddy Taeleifi
, AS
Apr 25, 2016 4:00 pm EDT
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I Live here in American Samoa and I hold a USDIRECTEXPRESS card it doesn't work here when I swipe it at a ATM machine an I even tried going to the bank of Hawaii and it still wont work, something is wrong and it says decline. I received money in on the April 20th 2016 and I was in Hawaii I was able to get money out of my account but coming here to American Samoa it doesn't work, I can't seem to get money out it just says declined... Please help me with my Problem ASAP.

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5:02 pm EST
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Direct Express money taken from account; would not give merchandiser authorization number

An order was e-mailed, money was taken from deit card account; however card company refused to give merchandisedran authoruzation number...Where did the money go?

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fffdfjisidfosdfhdjids
BOWIE, US
Feb 27, 2024 5:47 am EST

claim number 1-[protected] not my charge. never used this company.

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honeyb342
Hatfield, US
Feb 10, 2024 2:50 pm EST

Direct express Feb. 2, 2024... has blocked my account without notice or a phone call. I am not able to buy food or medications which are needed. Ive been on hold for 2 days with them and never can get through to clear this up. There is no reason to block my account! Legally they should contact the user before

blocking anything.

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Earl Ross
Saint John Indiana, US
Feb 10, 2024 5:51 am EST
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My name is Earl Ross and i have been trying to get back two payments that was stolen from me by a hacker.I gave directexpress a safe word,I gave the safe word before Feb 1st, I thought i hade a new card coming to my address but insteed it was sent to the hackers address,I have done everything reqested of me,I have rent and blls to pay...

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Jack Galvin
, US
Feb 07, 2024 6:13 am EST
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I call my DIRECTEXPRESS CARD and they tell me my Card STATUS is Invalid.?

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FlipCook56
CINCINNATI, US
Jan 28, 2024 12:53 pm EST

I called direct Express card to tell them I thought somebody was missing off my card I gave them the date they told me that $69 and something sent was taking off my card without my permission I did not authorize them to take the money

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Violeta Anna pinon
, US
Jan 15, 2024 4:53 am EST
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2 months in a row have invalid card. Now I can't call them it says invalid card and says my social security number can't be validated so it won't put me through to agent won't let me order new won't let me into my account. This is a new card used it on Friday but not since then please help with this 2 times in 2 months

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james stonesifer
, US
Jan 09, 2024 8:51 am EST
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my ssi should be on my card toda the 3rd,instead card says invalid

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Rosita Gutierrez
, US
Jan 09, 2024 7:23 pm EST
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bee calling since yesterday my damn card is locked my transactions are declininng i need my money i need to speak to cusatomer service as soon as possible

this is not right

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Christopher Frison
portland, US
Oct 22, 2023 12:40 pm EDT

on October 3rd 2023 i went to the us bank atm on 102 Washington at around 7:00am Ish put my card in the atm went to withdraw 800.00 from my direct express card ending in 9497 machine said error message on the screen and no money came out machine but took it from my card

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Larry Burgess62
, US
Sep 24, 2023 1:26 am EDT
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payment Sund to went to optimum, but went to Sammut services LLC 718-309' 4122 Usa.

optimum told me i was sending my money to a fake account.

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Direct Express - usdirectexpress.com

Wallet and card stole within the last 24 hrs. Been trying to reach someone at customer service sine 9 a. M. The system transfers you to an agent where your on hold in excess of 37 minutes, then your disconnected. Even tried the hearing impaired line. Somebody named mark answered but says he couldn't do anything, but he was so sorry for the trouble. In the end, i'm back to trying to reach them

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Direct Express Customer Reviews Overview

Direct Express is a financial service that offers a prepaid debit card solution, primarily for receiving federal benefits. The Direct Express card allows users to receive their Social Security, Supplemental Security Income, and other federal payments without a bank account. The service provides an alternative to traditional bank accounts, aiming to deliver convenience through electronic transfers. Cardholders can make purchases, pay bills, and withdraw cash from ATMs. Direct Express also offers an app for managing funds and monitoring transactions.

Direct Express In-depth Review

In summary, Direct Express is a convenient card for receiving federal benefits. It has good features but also areas for improvement. Now, let's go into detail.

Overview of Direct Express

Direct Express is a debit card for federal benefit payments. Many people use it for Social Security or Veterans Affairs benefits. It is easy because money is directly deposited.

Ease of Website Navigation

The website, www.usdirectexpress.com, is simple to use. I find menus and information without trouble. But sometimes, pages load slowly.

Account Setup Process

Setting up an account is straightforward. You need some personal information and benefit details. It takes little time to complete.

Range of Services Offered

Services include checking balance, transaction history, and transferring funds. It is basic but covers most needs for a benefits card.

User Interface and Accessibility

The user interface is clear but could be more modern. It is accessible, with options for large text and other aids for those who need it.

Security Measures and Privacy Policy

Security seems strong. They use PINs and have fraud monitoring. The privacy policy is detailed, explaining how they protect personal information.

Customer Service and Support

Customer service is available, but sometimes there is a long wait. They help with problems like lost cards or suspicious transactions.

Fees and Charges

There are some fees, like for ATM withdrawals after the free limit. It is important to know these to avoid extra costs.

Reliability and Uptime

The service is mostly reliable. There are rare times when the system is down, but it is not often.

Mobile App Functionality

The mobile app is useful for managing your account on the go. It has essential functions like checking your balance and recent transactions.

User Reviews and Testimonials

Some users are very happy, especially with the convenience. Others have complaints, often about customer service.

Government Benefits Payment Processing

Payments are usually on time. It is a reliable way to receive government benefits without needing a traditional bank account.

Card Replacement and Emergency Services

If you lose your card, they offer replacement services. There is also an option for emergency cash, which is very helpful.

Transaction Limits and Restrictions

There are limits on how much you can withdraw or spend in a day. It is important to know these to plan your spending.

Direct Express Network ATMs Accessibility

There are many ATMs in the network where you can withdraw money without fees. It is convenient, but sometimes hard to find one close by.

Additional Benefits and Features

There are some extra benefits like low-cost money transfers and cashback at certain retailers. These are nice bonuses.

Comparison with Other Government Payment Cards

Compared to other cards, Direct Express is similar. Some cards have better apps or customer service, but Direct Express is widely accepted.

Pros and Cons of Using Direct Express

  1. Pros: No need for bank account, direct deposit of benefits, some free ATM withdrawals.
  2. Cons: Customer service issues, fees can add up, limited app functionality.

Recommendations for Improvement

Improving customer service response time and updating the app with more features would be good. Also, reducing fees would help users.

Final Verdict and Overall Satisfaction Rating

Overall, Direct Express is a solid choice for receiving benefits. It has its issues but also many conveniences. I would rate it 3.5 out of 5 stars.

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4. Detailing the experience:
- Provide detailed information about your experience with Direct Express. Mention key areas such as transactions, steps taken to resolve the issue, personal impact, and the nature of the problem.

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- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data in these documents.

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- Use the 'Claimed Loss' field to state any financial losses incurred and the 'Desired Outcome' field to specify the resolution you are seeking.

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Direct Express contacts

Phone numbers

1888 741 1115 1-888-741-1115 More phone numbers

Website

www.usdirectexpress.com

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