Direct Express
reviews and complaints

Nov. 6, 2022

I need to renew the 6 months international use as I live outside US and in 24 hours I could not get past the message 'We are experiencing a high volume"..In the meantime I can't withdraw cash at ATM. I do not believe that to be true - or if it is they have some serious issues! They have terrible customer service, total disregard for us. Isn't there a gov. agency to oversee and get them to act properly?

This company has locked my card and prevented me from making any transactions or atm withdrawals. I was due to pay my security deposit for a new home and couldn’t do that due to my card being blocked. I stayed on hold for SEVEN HOURS, only to be transferred and having to wait for THREE more hours, they said it would take TWO HOURS AND ITS STILL NOT WORKING ! This is ridiculous! I am very upset !

On 11/1/2022 I used my direct express card, but since then I have not been able to use it. I have called customer service and they gave me this number. Case number:[protected]. Could you please help me with this. Thank you. My card number is: [protected] I made purchases through Amazon.com. Walmart.com and Wish.com which all went through with no problem. But all other orders won't go.

My 23 year old son passed away and after consulting with a lawyer and securing the legal documents for claiming his estate I contacted Direct Express for access and release of his funds. I was emailed this list of requirements:

9/21/22

Letter Affidavit containing:

Name of the Individual Requesting the Funds

Address

Phone Number

Must be Signed by the Individual whose name is requesting the funds

One of the Following:

Copy of Letters of Probate OR

Identification of the Estate Executor/Administrator OR

Copy of Letters of Administration OR

Copy of Letters of Testamentary OR

Copy of Small Estate Affidavit - if this document is submitted as evidence to be relied upon, then it may require additional legal review

I submitted a Letter of Affidavit AND Copy of the Small Estate Affidavit on 10/3/22 as listed in the acceptable list provided by the Direct Express Representative, Araceli G, Direct Express Estate ClaimsTeam. My submission was denied and with a NEW requirement was added:

"Please note documents must contain a city state or county seal or court/ filing number or have a judge’s signature."

THIS WAS NOT DISCLOSED IN THE LIST IF ACCEPTABLE DOCUMENTS.

On my lawyers advice I responded on 10/6/22 that not only had Direct Express not initially outlined this requirement, that because my sons net worth was less then $75,000 Court Signed Documents ARE NOT Required.

This has gone on too long and is most upsetting. My lawyer has provided a multitude of statues that this is not needed. In an effort to meet Direct Expresses outrageous demand and illegal hold on my son's money, I asked the lawyer to file papers with the court, which I am told will cost me a $7,500.

Direct Express is illegally holding my sons money has placed an unachievable requirement that is not even Legal for me to collect what belongs to my son.

This is my first step in resolving this matter.

As you can imagine, Direct Express has caused great distress that is not necessary and YOU should be ashamed.

It’s 11/02/2022 My cards not working I have my money on there but I have a block or something on the card. I’ve called an called the 24/7 customer service number for 5 hours not 1 agent answered. Im in the middle of an emergency I can’t access my money there no agents working it’s crazy they are a bank who doesn’t care about there customers! I am stuck

For 2 months now My card has been locked out of making certain purchases And I keep calling direct express phone number But they will not do anything about it This is my money and if I wanna buy a cheap $5 Xbox video games then I should be able to You don't have a legal reason to block somebody from their money You're just a trash company that doesn't care nothing about anybody but you're self

I made a complaint that some has hack my banking information around about 6/25/2022 and then again in 7/2022. I call to report this information and was told that II authorized someone to use my card that is untrue, This had been used by someone in your bank because the back of the card has my CV number and it has to from your office. I call to check up on my money and was their will not do anymore investigation on my claim. My acccouts for June and July is $989.00

I am 72 years old My medication, rent, light Bill, car note was affected by this. I read some of yours views and find out a couple of people who received their Security Check has the same problems. I had this account since 2010 and has no problems except for in 8/20/2020 I had a leak on my account from amazon which was a out of the country that my account was hack. I got my money back. the last four number 3351. I have a new card in #2413. I am disappointed in the way you all is handling my debit account. You can reach me [protected].

Phone calls are never answered unless it's to dispute a transaction. Attempted to do so for 6 months, got threw once by going though transactions; only to be routed back to beginning after 5 hours. If you forgot your password they have NO way to provide it. Trying to reset password doesn't work because reset page asks for your old password(THE ONE YOU FORGOT); emailing does not work, either they ignore it or respond talking about something else!

Directexpress told me that great expressions refund me my money the amount in 2,000 was made on 12/16/2020 i did reach out to directexpress about the refund directexpress i made a depute with directexpress on 01/16/2020 i spoke with directexpress after going to court with great expressions they told the judge that they company refunded me my money back on my card after telling me directexpress that great express did refund me my money directexpress refuse to refund me my money

On September 30 my credit card old end 1460 a smart for iphone company that told $12.99 off my credit card and I did call direct express and I complaint about my money that has told off my credit card for September 30 twice and I still been waiting for my money to be put on my new credit card end 3428 and my claim # [protected] because I called my credit card on September 29 for my benefits of my SSI check and I notice that $12.99 was taking off my old credit card end 1460 and I call it in to direct express to let someone at direct express to

I requested my new card to be expedited and agreed to pay 13.50. Was scheduled to be to me that Monday by 7. I watched tracking info from UPS all day. 710 I called they but it on wrong delivery route and truck! So I ended up getting it at 3pm that Tuesday. This is not what I was promised and not my screw up. I didn't think DX should be charged since shipping wasn't met.

There are duplicate charges from July and when called, said she didn't see it and she was sending me paper statement for me look over and call them back. My shipping charges refund declined. So why is it they won't be charged but I'm not getting a refund on that. how is that not a scam? Who did I need to call that is higher up then these idiots?

There was a transaction I hadn't authorized & asked Direct Express to open an investigation case to get my money back,the next day I had found info on that Company "OFFSHORE SALES" which is I'm taking as an E-Book on line,on my bank statement money was taken from EBKFLD.COM of $39.99. Anyway I got ahold of them & they refunded my money & closed a subscription that idk I had. All these days started Sept.6,2022. On the 7th of Sept,2022 the money was returned & Direct Express is just sitting on it & keep giving me the run around & transferring me to different sections of the business. Why won't they just put it back into my account. Thank you,LORRI MAHURIN.

I am Edna E. Alarcon. I was born July 11, 1952 in Binalonan, Pangasinan,

Philippines. My mothers maiden is Tomboc. My current address related to this debit card is 5666 Heathwood Court, Va, Beach, VA. USA 23464

My social security # [protected].

My VA driver license B6725905 with expiration date July 11, 2027

I need my money ASAP to pay my delinquent utility bills and buy groceries.

I only depend on my social security every month $944.50

I am begging you to release my money please.

I appreciate all your assistance regrading this matter.

Edna E. Alarcon

have fraudulent bills from people I don't even know.

lost my card because it was in pocket not wallet.

applied for new card got card in 10 days been trying for 2 days to get my card activated gave them all forms of id not just what was required and was told my forms of id were not valid= birth certificate, social security card, state id, dd214 -USA army military papers

I purchased an app on July 2nd that showed $11.97 a month for one year. After the purchase I checked my card and showed $151 debit for that app meaning the whole year was taken off in one payment. I immediately contacted Direct Express to see if I could stop that payment and order a one month offer which was cheaper and more to my budget since I am on a fixed income. I was told that they cannot stop payment and did I have an issue with this transaction which yes I did I thought it was a monthly payment. I contacted the app and was told that payment options were clearly laid out on the website they do not offer a refund because of misunderstanding payment options, so I dealt with that.What I didn't understand at the time is that a dispute was opened then. I did receive the paperwork in the mail and didn't choose to fill it out because to me there wasn't a dispute, the app wasn't going to refund me so to me that was the end of it. I'm using my App until August 18th when I go to sign into it and my account is suspended I was told because I initiated a refund with my bank, Direct Express. What really happened is Direct Express reached out to the app to gather any final information in order to close out the dispute. Starting August 18th I called Direct Express probably three times a week try to get the situation resolved to have someone confirm I did not ask Direct Express to get me a refund. but I was told by a supervisor that Direct Express doesn't do that. The biggest problem I have is calling Direct Express you're on hold forever when someone does answer they verify your information and put you on hold again for a long time, when the next person picks up they verify your information again and advise no new information which I know is a lie because the app has said different. now the app is waiting on Direct Express to give a decision on the dispute before they will talk to me about it any further. It is October 6th and I found out two days ago that a decision was made August 22nd. I call three or four times a week to check on the status why was I never told decision was. I was told that documentation was sent to me by mail I've never received one piece of mail from Direct Express. Customer service people are rude and no one goes the extra mile to ask you questions or really look into the situation to see what's going on I had two people out of probably 100 that did that for me. I was told customer service people cannot read the whole entry or record so to give you information on the file they don't even have it available to them. All I need to be able to get my money back from this fiasco is for Direct Express to tell the app that I did not request a refund but they told me they can't do that. I would think that a dispute department part of the job is to do things like that go back and forth on each side of the dispute to get the right information to get down to the heart of the matter. Terrible terrible customer service. I've worked on a call floor I understand the process and Direct Express needs new training for all their people.

On October 2nd I ordered replacement card to the address they have on file they sent the card to the wrong address on the same street also I read about emergency funds can be picked up at Walmart so I called and waited on hold for several hours they told me that they no longer honor that program I told him I'm still waiting on my card UPS says that I can't pick up the card without them calling them first making me wait another 3 days very frustrated if I knew somewhere else I could take my business I would more than gladly do so thank you direct express for expressing what a great day I had

September 12th 2022 you people allow the company to take $89.95 out of my account and you have refused to put it back in there it was clearly fraud I have been waiting 2 hours on the phone for you you people don't deserve to be in business you ripped me off I'm on federal benefits and you still don't answer your phone you gave me a phony claims department number

I am having INSNAE trouble with this company. I have called numerous times in 1 day to resolve a block on the use of my card due to some security measure in place and I haven’t been able to complete a transaction for 12 hours. After 8 hours of dealing with these people, they said I wait 2 hours til I can make a transaction. Fine I wait, guess what, still declined. This company is incapable of servicing it’s customers in a proper manner and mind you most of us are old / disabled individual who NEED these cards to work. I am horrified at the service queue, I am constantly hung up on, you can hear the phone click and then it goes dead! Either that happens ALL WEEK or I am put into a queue for nearly 2 hours with a total service time going 15-20 minutes long. This is absolutely abhorrent and needs to be fixed. They need IT to come in and patch their security systems so they aren’t so incompetent!

I have been calling all afternoon trying to ask questions about my DE account. Unfortunately, majority of your Customer Service Representatives does not know how to deal with customer's concerns. I first spoke to an "ELIJAH" #"8122297" Rude dismissive, yawning. Asked for my SSN which I gave! Asked for sup but hung up on me.

Then spoke to FABIAN #8382038 same attitude! Spoke to JOANNE at this point I stopped asking for their number. Hung up on me or disconnected! who knows!

Spoke to CHRISTIAN polite and professional. He transferred me to ANTOINE.

Spoke to a "Second level" CSR named "ANTOINE" VERY ARROGANT AND RUDE! HE SHOULDN'T BE WORKING THERE! Told me after asking my information and I quote, "Now I can I do my job and call the supervisor?" Then ELENA, EDGAR, Finally JACQUELYN polite as well. Tried to connect me to sup but disconnected! HOW MANY PEOPLE DO I HAVE TO TALK TO GET TO A SUPERVISOR?

I’m 58 years old on disability, I have lost the ability to walk and now confined to a wheelchair. I recently received over a years worth of back pay totaling over $12,000. Deposited on July 24,2022. I have been locked out of my US Direct Express card since mid august 2022. I was told to send copies of my state ID, (which they denied because there’s no expectation date on the card) so then they required copies of my legal birth certificate (which I provided) and copy of my social security card (which I have provided) they now say they haven’t received them yet (via email I uploaded and sent my info) but supposedly they haven’t got the instant email, in fact they have not even provided me with a reason as to why this is even happening to me. It’s nearly impossible to speak to someone and when I do I get the rudest customer service reps I’ve ever dealt with, I’ve been hung up on several times, calls fail or dropped and meanwhile time just keeps flying by.. I NEVER REPORTED ANY UNAUTHORIZED TRANSACTIONS I HAVEN’T EVEN HAD A WAY TO CHECK MY ACCOUNT BALANCE OR TRANSACTIONS IN OVER A MONTH! I will not be liable for any money taken from my account from the time Us Direct Express put a freeze on my account to when they decide to unfreeze my account! But as for now I have complied with all they have asked! And they have not given me any kind of explainations WHY THEY LOCKED MY ACCOUNT TO BEGIN WITH! Like I mentioned before I’m 58 in a wheelchair on disability, I’m over two months behind on rent and fear I’m possibly being evicted!

I never disputed or suspected any sort of problem! UsDirectExpress has done this with out my knowledge and permission. But here over 30 days now I’m left moneyless and clueless! Please someone help me I need my money NOW !

Sincerely, another victim of US Direct Express! September 2022