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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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S
11:49 am EDT

Direct Express filing a claim

On the 3rd of may at about 1 in the morning I was chased to bank of America and threatened to get out $240 even after doing so I was beatened afterwards I need this money for housing please help me with this problem this woman threatened my life and I am hiding every day from her I really need help with stopping this cruel person who bullied a disabled homeless person

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12:01 pm EDT

Direct Express missing money since march the first

My money that I have got stolen from me on March the first in the amount of 750.00. I have been calling and sending in everything they need but still no one have helped me yet. I have five kids and we are in a serious situation that now we are going to get put out of our home. We so behind on everything. And I been asking for help from directed express. And still nothing so now I am at my last option. And now on the April the first another amount was taken off my card and still no one is trying to help me. I can't lost my home or kids behind someone else fault. It's not fair for us to suffer. So can someone please help us.

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9:48 am EDT

Direct Express unauthorized ivr money transfer

My SSD check was deposited in my account and in 42 minutes it was transfer to a Bank of America account without my authorization ($480.00)..took me an hour to finally get through as they say high volume calls..as the teller was chewing gum and act like I was bothering her she transferred me to the security department to start a dispute claim and charge me $13.50 to get the forms..I thought you are insured through financial institutions, now it's a chance I might not get my money..this has to be in house doing, since they are the only ones that have my information, I'll be searching for a new card and bank..seems like it's more easy to take from old and disable people.

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C
1:51 pm EDT

Direct Express I am short over $ 380.

I went and got out my bill money and did a few other things and when I got up today to go shopping my money was gone and I have receipt for everything . so where is my money i only took out$345:00 SO WHERE IS THE REST OF MY MONEY. I cant pay all my bills until u give me the rest of my money and there 2 dirffernt transaction for $88.oo I didn't make .Date for this is 4-30-18. So I sled have at least $380 or more left on my card
.

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fastcharlie
, US
Feb 21, 2020 1:59 am EST
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They are thieves and you will never get the cash back! I have been trying for 135 days.

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Ray Bradley
, US
Sep 19, 2019 10:06 am EDT

This company took my money and will not give it back or even talk to me

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K
9:55 pm EDT
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Direct Express fraudulent charges

Direct express gave me provisional. Credit because of charges that we're found out
To be made by someone else after
They gave me credit on my account
Becaus the atm I tried to use to take money out of had gave me no money but still charges my card after they gave my money back for
That whic toook week I needed up. Being in hospital because of no food and medicine being I'm disabled and have asthma and 910 dollars is all I get to survive and pay rent for the month so I borrowed money from my son luckily. So after the gsve the credit whole I
Was in
Hospital someone stolen my cars from the hospital and used it to
Take out all the money that was credit to my account and to which I told direct express and they closed my card and send new one and again I was left with 0 dollars and had to
Wait Again for them to investigate 90 days. And now to my surprise today I see my account is -1300 dollars and
Now my life is ruined becasue A person
By name of ROXANE ID#8122510 from direct express told me we can take back provisional
Credit whenever we feel like it and we don't need to give Yku reason because we are the mob basically and can ruin a Us army vets life with no legs and one arm because of
The war this is the thanks I get feom this people who aren't even American and don't care about our people this is
Disgusting so now since I'm suppose r
Get my money for the month May it is going to
Go to them to make my account positive I absoulitelt I'm going to
Die without no medicine and food again because of direct express deciding that without even the claims being fully investigated they are stealing
My
Money back because they can this is disgusting this makes me sick to my
Stomach that this crooks can do
This to a disabled person I'm screwed by direct express who haven't even completed the claims but are stealing from me someone help me somehow please.

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1:21 pm EDT

Direct Express stolen money

I too was the victim of an IVR money transfer in the amount of $1600. They left $22 in my account. No one has my card or my pin number I've never given it out to anybody I don't understand how this happened and further I was told that it 8:48 AM someone had done a balance inquiry on my account and the IVR money transfer was done at 8:53 AM. The fact that they are able to go in and check and see how much money is in the account and then wipe it out is beyond crazy. After calling into DirectExpress upset that this it happened I was also disconnected going to the level two person in customer service. When I called back I was told that yeah sometimes I get large call volume is and you get disconnected and told that they're open 24 hours and that I should try to call back later on in the evening are way early into the morning hours like 3 AM in order to be able to talk to somebody.I didn't want to have to wait to report that this much money had been taken from me so I kept calling back and I was able after the third or fourth time to reach somebody in the level to who just is said that they will send me some forms that I will need to fill out and get back to them immediately. It doesn't do anything for me right now when I'm sitting broken it been waiting for this money to come in

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Wayne Casterline Jr.
, US
May 07, 2018 7:21 pm EDT

I just has the same thing for the deposit on May 3, 2018. There was an IVR transfer done for $1000. All I got out of direct express is they are sending me dispute paperwork to fill out. They can't tell where it went or can't stop it. I ended up calling Maine AG office and they fowarded it to Sen Susan Collins office, spoke with them giving the details. Now just waiting to hear back.

ComplaintsBoard
D
10:36 pm EDT

Direct Express customer relations/fraud department

In November of 2017 my Direct Express debit card was stolen. I reported this to Direct Express immediately and received by telephone a very sympathetic ear and a and I felt a determination to help me with this situation from one of its personnel. Everything after has been a disaster. Shortly after my telephone reporting of the incident I received a fraud questionnaire which I completed and returned immediately to Direct Express. I received a letter on December 6th 2017 from someone whose name is Crystal and she gave only the first letter of her last name which was t. She did also have a direct phone number that was different than the toll free number for Direct Express and I called that number over 20 times between December 12 2017 and January 1st 2018. Although I did have Crystal give a voice mail message saying she was busy with other customers and she would get back to me within the next 24 to 48 hours, I never heard back from Crystal Tea. Instead I received two additional form letters one on December 22nd and one on January 6th that's contain the same identical language as a letter that Crystal sent to me on December 6th. Each letter falsely stated that the company had attempted to contact me by telephone. My phone logs are available for anyone to review and there was no car from Direct Express and there was no message left from anyone from Direct Express for me. I had over $800 stolen from my direct express account after my card was stolen. Direct Express has ignored me has refused to communicate with me and has claimed that I did not give them adequate information to continue the investigation of the claim which is BS. I gave them a oral statement as to the exact transactions that I was challenging and I put together a declaration under penalty of perjury pursuant to the law of the state of Washington and itemized each and every transaction that was fraudulent. I faxed that declaration 2017 and their fraud department acknowledge receiving it but they refused to open the claim and they refused to pursue the investigation any further. There are two issues here what is the failure of for them to provide any kind of reasonable customer service when I call someone and leave a message for them I expect a call back I think that's professional courtesy and that's the correct way of being when you're in a customer relations and service field in addition, there is video from the ATM cash withdrawals and the online transactions and Direct Express could completely fried. Instead they have Bumble dis and I believe almost intentionally they have aided and abetted the person who stole the card from me. I was even told by one supervisor that she was going to escalate this to a different division of direct express that that monitored situations where there could be a problem with one of its employees and yet I've never heard from anyone and I still to this day have not been reimbursed the $800 that was stolen out of my account fraudulently

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3:20 pm EST

Direct Express service

This company is a piece of trash the machine hangs up on you when you try to access a customer service person and I have been locked out of my account and embarrassed several times at different vendors because of their systems issues making it look like I have no money now I can't even access my money to pay my bills this company needs to be shut down and reported to the Better Business Bureau.

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Tabitha Sheean
, US
Jul 06, 2018 3:07 pm EDT

my wife has had her card shut off and now all direct express wants to do is give her the run around and hang up on her and I;m getting pissed about thisand I'm going to want to speak to a rep.that wont hang up on me

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V
9:58 am EST
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Direct Express processing of a fraud claim

I contacted direct express customer service because i had noticed several transactions not mine. A gentleman took down my dispute information what transactions that I never authorized, if I had gave anyone my card (which I never have) if I wrote my pin on the card (which I never did) etc. Well in the conversation I've notice the rep was not being attentive to my claim. I would repeat myself when he asked me for my address. I asked he to repeat my address several times, please if anyone can pull that phone call it would help out tremendously. He kept giving wrong information. Finally when I thought he had my address right. Well he didn't, the documents were not sent out on time & when I called in to Direct express to ask what's taking so long for them to be received well my address was incorrect. After I gave yet, again my address was given apologies from here to Tim buck two. That it wouldn't affect a provisional credit. Well it has and did. I have no opportunity to receive that credit now. I'm furious how my dispute was handled and the service through this whole process including a conversation just a few minutes ago with a supervisor I need my complaint exculated!

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10:41 am EST
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Direct Express fraudulent charges/refund

I'm so upset and more then upset worried. I will get evicted if I can't pay my rent . It has been 45 days and still I have not received my refund. It's quite easy to say you have to wait 45 days and then they tell you it's up to 90 days. U mean come on, why do we recipients have to wait so long for our money. We are 9n SSI for God's sake. We cannot afford to wait this long for our claims to be resolved. If I don't have to money to pay the rent I owe due to fraudulent charges that were made, I'm definitely getting EVICTED. Please please help us. This is an INJUSTICE.

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dennis hatten
, US
Apr 16, 2018 3:46 pm EDT

i am checking on a claim i made relevent to money being taken out of my accounr by force

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dennis hatten
, US
Apr 16, 2018 3:44 pm EDT

i am checking on a claim i maderelevent to money being taken out of my account by force

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T
8:44 pm EST
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Direct Express fraudulent withdrawals/ card stolen

I had my card stolen in October and Direct Express is just now telling me that my claim has been denied that they cannot find any fraudulent activity I have told every person I spoke to that we have the person that actually stole my card I've sent all the information to the police. they have the person's name they just have to pull the videos and direct express just keeps telling me why I cannot be reimbursed. It is screwed me up so badly when it comes to financial issues

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6:07 pm EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Direct Express - disputing a claim

I'm so upset at the fact that I was ripped off of my money on my Direct Express card. I did all they requested of me and I'm not to recieve a credit back to my card account. Christmas came and went. I'm still without a penny. It's the sadest Christmas I ever had. They sent me a letter stating that if The questionnaire, including police report would be...

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6:13 pm EST
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Direct Express transaction dispute

My now ex boyfriend paid for my sons high school class ring and turned around a week later to dispute the transaction claiming he didnt make/authorize the payment when in fact i have proof of him admitting that he took it upon himself to pay for my sons ring. He is threatening that charges are gonna be filed against me because he said i stole his card (obviously not true). He purposely did this due to him and i splitting up. I need to know what i can do to show the proof i have from him that he did in fact make this transaction and i did not steal his card?

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Update by Kristy Fleming
Dec 11, 2017 11:10 pm EST

Text from my ex Randy Edelen

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fedral
, US
Dec 05, 2019 11:39 am EST

direct express frude bank card 5820 and 4986 took 68.00 supplment secuity paym, ent 165.00

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fedral
, US
Dec 05, 2019 11:38 am EST

direct express po box 245998 san antion txd [protected] matter card ended 5820 base ups delivey ups
-50.00 staff send onther inrollment 4986 frame inrollment 13.50 person frame card 4986 send 9943 wintess taken 68.00 account 165.00 level 2 refuse piad amount julio cabera [protected] A PAYMENT 11-13-2019 DIRECT DESPOIUT TO BANKCORP ACCOUNT NOT DIRECT EXPRESS CARD ONTHER CLAIM 7555 DIRECT EXPRESS -115.00
LEVEL TWO CLEAR AMOUNT ZERO BALACNCE

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pobarjenkins
Minneapolis, US
Dec 12, 2017 12:27 am EST
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You should only need to provide proof if there is some legal action against you. At which point you would show it to a lawyer or judge.

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Author of the review
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Kristy Fleming
, US
Dec 12, 2017 7:55 pm EST
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My purpose for this is to show he did in fact pay for it and now he's trying to have that payment cancelled which makes it to where i have to come up with the $164 to pay for it

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J
8:40 pm EST
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Direct Express I am complaining about trying to reach the dispute line

I have been calling since Nov 1 2017 for file a dispute on money missing from my account every single time i call which i call at least 3 to 5 times a day all i get when transferred to level 2 is sorry were busy try again later i am on ssi therefore this is my only way of income ... You never can get through and no one seems to be able to give a answer ... What is going on ?

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9:54 am EST
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Direct Express atm dispute

I have been trying to file a dispute with direct express since November 1st 2017. I have called over and over and over and I get transferred to level 2 and get disconnected everytime or I get put back in the customer service que and have to wait forever for someone to answer. This is very frustrating and I would like to speak with someone about filing a diapute

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11:19 am EDT
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Direct Express money stolen!

I have tried and tried and tried to get resolution.Direct Express refuses to speak to me.
They take the baby way out and hang up on me. I was hopeful when the dispute center called. No one there has yet to do anything to fix this. 10 months ago I lost my wallet.
I lost all my cards including the direct express card. This does not require medical records to resolve. Too much of my identity has been stolen already. This situation should have been resolved months ago.
I have detailed all of the charges to be refunded. This is based on the transaction history sent to me. Direct express seems to have a problem doing that too! Not one month was sent in full.
I received partial histories of Dec - Mar. In this list, there are over $1700 in charges that have yet to be returned to me. Point blank, I will not stop until everyone I can think of knows what has been going on. THIS IS MY MONEY, NOT ANYONE ELSE'S!
IT IS PAST TIME FOR SOMEONE TO STEP UP AND DO THE RIGHT THING!Derek Payne

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1:17 pm EDT

Direct Express unethical behavior

On Wednesday, Oct. 5, 2017...in the afternoon hours, I made numerous calls into Direct Express Customer Care Center. I had attempted to reach a representative (live) for the purposes of resolving a problem I was having with online system re: needing to reset password. After 8 attempts were cut short with message stating system difficulties (try your call again later)...I finally connected with a center representative by the name of Adam. He asked for Social Security number, name, phone number, and user ID...then asked how he could help me! I told him issue I was having with resetting password, and he paused our conversation several times to do research, and then explained that in 5 or more days I should expect a call about this issue I was having. After I gave him this information, something didn't appear right, and felt need to speak with a supervisor. He was very, very reluctant to do so stating he was a supervisor, probably gonna tell me same thing as himself, and refused to provide me name of a supervisor explaining there our several and wasn't sure which would be fielding my call. I finally was connected to a supervisor (supposedly), and could tell right away that her (De...?: her name was vaguely given to me and refusal to state her name was impolitely and abruptly interrupted by her repeatedly as she kept insisting I give her mine), her demeanor was not "customer service oriented"! She was loud, would not listen to my complaint, kept rudely interrupting me, was nasty in her attitude, screamed, shouted, and hollered, was indignant towards me stating "you've called the center already several times today...let's see...you've called 1, 2, 3, 4, 5, 6, 7, 8, times today", and showed disrespect and disregard for customer concern by turning our conversation into a shouting match (I admit I flew off the handle, too); she finally decided to end our call by hanging up or disconnecting our call without resolving complaint/concern/ issue of mine; my experiences dealing with this type of misconduct of hers was harshest episode I've ever encountered on phone, and needs investigating into the tactics used by Direct Express service agents for their lack of customer etiquette.

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Update by jaymes urbanek
Oct 05, 2017 1:19 pm EDT

Date was on Wednesday, Oct. 4, 2017...not 5th!

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6:51 pm EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Direct Express - dispute about fraudulent transaction

I did not give permission for the amounts of $117 and $218 to be taken out of my direct express account. I've tried all day to contact direct express to file a despute against this fraudulent transaction but it keeps telling me they r resulting in high call volume and then hangs up . I got to talk to someone earlier and when they transferred me to make the...

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7:56 pm EDT

Direct Express debit card

This is the worst company ever...the customer service reps are rude and sound like they hate their jobs. They never know how to handle accounts I still can't understand that after verifying my account how they sent me the wrong card, now I have to wait for another card to be sent out. I am switching to American Express Bluebird today so I don't have to deal with these people anymore. I'm so over it.

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12:49 pm EDT
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Direct Express employee services

I call. Every time I talk to the represent they are rude. They need learn how talk to people. I ain't received my card. With my money on it. It been eleven days now. I'm fed up now. I'm close to suing. I want my money. I can use my money for food. But nope I can't. I don't have the money. Because they playing around. Not give me my money. Faith sharp

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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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- Summarize the main issue you have with Direct Express in the 'Complaint Title' section.

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.

5. Attaching supporting documents:
- 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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