Direct Express
reviews and complaints

On July 3rd Of 2019 at approximately 8 in the morning amazon charged my card 29.67. I do not use amazon services, so I'm not sure why they keep charging my card. I talked to somebody from amazon and they said I need an email which I don't have because I told them to cancel anything I had dealing with them because I don't like there company or policies. I need a refund as well as the card cancelled and a new one issued out. I shouldn't have to keep going through these things with amazon. I also tried calling the customer service line as well as the international number but no one seems to answer either phones. All it says is due to high call volumes call another time or go on the site. No where on the direct express website do it give u an option to dispute a transaction.

For almost two weeks I called Direct Express and I received discrimination notone want to talk to me above my name change also they put alert against me to don't talk with anyone in customer service Direct Express I just know today 26 June 2019 they blocked me from the services by a phone customer service Direct Express because I'm transgender woman Latina my case worker from social security tell me I have to go to the office social security for every transaction from Direct Express that's not good to me I found Direct Express violated my civil rights I feel hurt please to fix this problem and discrimination base I'm Latina transgender

On May 1st 2019 to May 4th 2019 I was hospitalized at Georgetown hospital in Washington DC Northwest when I came home on the 4th I realize my card was missing I quickly check my account and $972 was taken out of my card only $58 was paid to cricket cell phone which is taking old automatic every month on May 4th 2019 I put a claim in the dispute to give me credit on my account until the investigation was taken I sent them all the forms within 10 days that they need it and plus discharge papers from Georgetown hospital they made the decision so quick so when I called and got the reason they told me they never received my discharge paper and if I send my discharge papers and they will take another look at it and we open it like A pill at this time I talk to my case worker who send off discharge paper myfax realizing now that he has sent it to the wrong fax number so on May 23rd 2019 refax my discharge papers another letter diagnosis from my doctors pain management health and metal so now they have my discharge papers showing that is no way in the world that was hospitalized for me May 1st 2019 to May 4th 2019 so there's no way in the world I can be in Oxon Hill on May 3rd spending money on my card and going to restaurants I will have to be real good to be in two places at one time like I said when I return home that's when I realized my car was missing and then all my money I would have $58 which was taken off early that morning by cricket cell phone company I explained all this in the first letter and I am sorry I didn't receive the discharge papers because my case worker who always come pick me up when I'm discharged and she take the discharge papers cuz she has to do a report assume that I found out I sent it right back to him now I guess no kind of information from no one except it's still pending and in the meantime on one month behind in my bills getting letters that things going to be turned off my electric my gas my phone bill and I'm a month behind and rent everybody is not on low income because they were on disability I've been on me for a lot of stress since this happened and very disappointed on how direct Express choose to have this matter handled because I can't talk to no one that works in the investigation office it's the same thing every time I call so pretty much no new information I've been with this company over 6 years I deserve better and I should have had my credit until they finish investigating because I proved with my discharge papers that I was hospitalized from the 1st to the 4th of this year so if my money was taken out on the 3rd and Oxon Hill Maryland how can I be there if I'm in Washington DC hospital Georgetown University hospital I need I need someone to didn't us when we very quickly to explain to me why they doing this to me because I talked to a lawyer I haven't had none yet they advised me to wait on your decision cuz if you turn me down now that we can take you to civil court and sue for more money it's not about the money because I really do need my money it's about how I've been treated during this time I've been under a lot of stress because of the decision that the red Express investigators dispute department made the first time now they have my discharge papers in front of them it shouldn't be no problem to give me my credit until they finish the investigation and when they finish the investigation they will see that I had nothing to do with it I was hospitalized on a day that it was takenplease be advised I will take legal action if I have to because this have been emotionally physical and metal strain please I want contact contact me as soon as possible at [protected] or.at [protected]@gmail.com

I would like to make a complaint on direct express company I have been trying to get my account together since 2016 three years later i am still having a problem they companyy is rude when you call you can never get through if you sit on the phone and wait most likely you still wont get through this is a financial company that handles my money the last thing i want to do is spend all day holding for every just to tell me to call back . i can never get the correct information when i call . i get sent from one department to the next . and its very nerve wracking when you want to know what is going on with your funds. then once i finally got through i wanted to despute somethings on my account well the firsst thing i was ask why did i wait so long to call them to despute these things which is the problem i didnt i called back then but even so the reason no one wants to call for a few dollars because the hassle is horrible but i did then and i did when i notice more issues but i still havent got anywhere on top of that i never done this before so i wanted to know the steps to follow . i was not given the right information . then after spending all that time on the phone she cut me off so i wasnt sure if she got all my information i checked my balance on my card just to find out it was canceld i was never told that .they sent my new card to the wrong address after being charged an fee . and its been 2 weeks and no letter and i ihave spent enough time one the phone i hate to even call back . i want to feel like my funds are secure and if not if something were to happen i wouldnt have to go through all of this nonsense. i went with a card and not a bank so i wouldnt have to go through all this trouble . the customer serivces is not professional . the speak to you crazy and nasty . the last time i stayed on the phone for 45 just to find out I was hung up on 6/11/19 I have several other dates but that was the last . I was told they would call me so I can get on the website and watch my account from my laptop because I have been locked out of my account on the website because of their mistake . I was paying for a print out every month but I was not receiving my monthly printouts I would get them a month late. so how am I suppose to know what is going on with my funds I cant log in my account on the website and I hardly get print outs . I was told someone from a different department had to help me fix my problem on the website . I will file a complaint with several advocates for this situation . I have reached out to US senator It may sound extreme however they do have advocates .my funds are from my retirement through the government and since Direct express does not feel how they respond or when they respond does not affect others livelihood .. then maybe someone bigger then me can make them understand that they have a big responsibility to their card holders. thank you..lovely wells

I went to check my account and it said it had fraudulent activity, so I called and was told to fax two forms of ID, which I did 4 times, they keep saying they have not received them. I called in and was asked questions about what was your last transaction and I could not remember so they got rude and I asked for a supervisor who told me you will just have to wait and hung up. We have rent to pay, who do these people think they are! We know they say they are trying to protect my account but if this is true then how can a total stranger call in and change my address, phone number and order a new card without answerin any security questions? Our rent is pass due and my wife and myself are so stressed out and believe this company is trying to take my money, but who do we contact? We are at our ends our ends with.

My name is robyn savko and several times I had to re-order a debit card.. I was told by an agent on your end that someone was calling in and gave an address that I never heard from before in my life... I informed you specifically and gave immediate instruction to delete that address that someone was giving to have a debit card mailed there for some reason you ignored my request and did it anyways and mailed a debit card to a fake address when I said not to... Therefor I was robbed of every penny in my account and you all ignored the red _flaf signs of account fraudualant use... All large atm and charge use alll in one day very large dollar amounts... Your business lacked to protect my accoyunt and let this happen... I want immediate money recovery.. I've contacted the better business bureau, the office of attorney general, and social security.. How are you going to reimburse my money immediately?

Direct Express supervisors and staff are hanging up the phone on me and playing around on work instead of doing a professional job. This has accured several times. Also I currently had dispute for transaction theft and I currently am inclined to believe that direct express employees are behind these frauds. Also direct express is late pass 10 days on sending me out a new debit card after turning off other one.

I have been trying to get a new password for my Direct Express Account from the Coamerica Bank, when I try to change it the user name and image is right, but when I request a new password andI get a temporary password to put in to my account to set up new password I get password and user do not match. I have tried to call customer service several times for help, all I get is a big run around to call different numbers for help and I don't get any help all get is an automated voice recording giving me information about deposits and transactions. I need to get into my account as soon as possible so I can change my address. I would like this situation repaired of fixed.

Let me start with regardless of what your issue or complaint is if filed such as through Better Business Bureau this is the canned response:
Better Business Bureau,

Direct Express is a program of the U.S. Treasury, Bureau of the Fiscal Service and therefore is outside the mission of the Better Business Bureau.

Cardholder satisfaction is important to us as evidenced by the program's 95% cardholder satisfaction rating. The cardholder may contact Direct Express directly by calling ###-###-#### and they will be happy to work with the cardholder to resolve their issue.

Please note that I have forwarded this complaint to Management at Direct Express to review and reach out to the cardholder to assist in resolving their issues.

Sincerely,
***** ******** ******
Vice President
Corporate Quality Process Department
Comerica Incorporated

Good luck trying to find an address too…..thier fraud Dept is in San Antonio TX but cannot find info as to where exactly the rest of this organization operates out of…..?

In September of 2018 it was brought to my attention that someone had been misusing the direct express card of my disabled family member which is also the card that his SSA was deposited onto. This family member is disabled and was taken advantage of.
I called and spoke to a member of Direct Express Fraud Dept initially and explained what had been going on and that possibly more than $900 in unauthorized charges. The team member stated that he would send out a Fraud Questionnaire so that a claim could be started.
In the mean time I investigated the best I could regarding the charges in question…to include filing a police report with our local county Sherriff Office. In this time I found that $236.77 in charges were made to various online companies and were not the actions of the family member in question.
The initial provisional credit that was applied to his account was in the amount of $248.53 (I have no idea where this number came from?) then we received notice that a merchant refunded the charge too, which was only ethical to allow Direct express to also take back that amount from their credit $24.99.
The bigger problem is that there seems to have been more reversals that I cannot find any letters or correspondence to because the payee account address was not changed after the SSA appointed me as Payee…as also noted in the police report the mail of this family member had been intercepted on many accounts and he did not receive any mail or further communications.
I have made several attempts to contact Direct Express as outlined in the letters that I did get, in regards to this claim, and appeals. Attempts were even made to request help from my local SSA office in regards to communicating with Direct Express. I have had no luck and now there is an outstanding balance of $118.89. This does not make any sense to me and since none of the cust service agents on the phone will talk with me on this matter it makes it extremely difficult to assist.
In the current health state of this family member it is easy to see how he could have been taken advantage of and for them to even use his own address.
Direct Express states that they are affiliated with the US Treasury when in fact they are just another example of a lowest bidder for Government Contract. Their actions are sketchy at best. I had one cust service member even ask me for my SSN so that he could "add" it to the account….look I am all about helping a disabled person but I am not going to allow my SSN and credit be tied to this tom foolery.….and then have the Direct Express company come after me and ruin my credit. I called back a couple of weeks later to again try to address this issue after I had also had a meeting with my local SSA office. The first rep that answered sounded like she was overseas somewhere in a phone bank, very unprofessional setting, too loud, so I asked for a supervisor, this person spoke great English and was very nice at first, and made sure I knew that the phone call was being recorded…then again asked me for my SSN when I had all the other data she needed to verify my position….so I asked her directly that if I provided my SSN can she assure me that it WOULD NOT be used in credit reporting on this account that I am only the representative and not the credit holder….She blatantly stated that she could not confirm that. So another scam, especially on line or on the phone is that if you willingly provide your ssn than they can use it for many reasons and it is near to impossible to get it fixed…….
Direct Express is a very Squirrelly operation. I do not recommend anyone using them. Use a bank, or other credit card with proven securities and federally backed.

Please read all of the fine print that is associated with the card there are several various fees that they will also charge you with.

I cannot take my money out why this is stupid never had issues whats going onnnnn ive been to 6 different atms why cant I get my cash out this has never happened b4 I need to pay bills and I cannot use any atm so any reason 4 this cause I called and my card has money but allll atms are saying cant do it whats going on

Within one hour I noticed my card and wallet missing after individual left I wasn't sure if I misplaced it yet later that night never found my wallet. Disputed all claims after January 6th get a letter in the mail disputing only one claim for $31 I called numerous times describing transactions made not by me after January 6th Shell gas station.. been trying for a week just to talk to somebody about disputing the other transactions still cannot get ahold of anybody, their website says operators are available 24/7 7 days a week b******* they hang up on you via voice automated. I will close my account ASAP that should be top priority notifying stolen cards.

I have called for over 24 hour to report my damage card. I keep getting a recording saying that they have a high volume of calls. I understand that it may be busy but I need to resolve this as soon as possible and the lack of employees must be making it hard to get through because I have yet to get in contact with a live person to report this damage card. This is my livelihood I use this card for my children it's death benefits from my husband now I need a result and I need it as soon as possible. This is horrible customer service and I believe you need to work harder on helping your customers.

They are the biggest crook's out there. I had fraudulent activity on my card they put the funds back on my card just to take it back on December 3rd... I had to send them proof that I was in the hospital the date's of the fraudulent charges. After sending them all the paperwork a police report and the hospital report I still have not received my money back they don't respond to emails and forget trying to contact them by phone. They don't care and I was told by one of the employees that they don't have to adhere to the FDIC guidelines. So unlike traditional banks our money is not protected. I I was told to contact the Texas Banking Commission. Has anyone else have any ideas on what to do? Our money is being stolen and no one cares. Better off with a prepaid card.

Jan 2nd I noticed $211.04 missing from my direct express account . I requested to open a dispute of the 2 charges that weren't mine they keep saying someone had to have my card / pin which I never give out either of them. #norstorm store and red lobsters both I traced back to new York but I live in Wisconsin. Funny thing is I canceled my card got new one from them they never opened the dispute claims after lying about it. I reported them to the police/ ssi and BBB . I checked tonight Jan 4 .2019 disputes were never opened police and ssi believes its them too but we gotta finish proving it I too have dispute claim paperwork on the way . nothing but lies and the run around very rude c.s at direct express I reported them to the FBI I'm waiting on a return call to see if they can help? Idk if they can its a civil matter I was told by the police here they took the last $200 I had for the month to live on ..I switched bank accounts they asked if I had any other accounts open I said no on purpose I do not trust them. So I never told them I switched my direct deposit or bank accounts. jokes on them I can't wait to finish proving its them .I had my name and #ss red flagged along with stolen debit card # to protect me .they get quite when you mention the police are involved and that ssi knows too .if its not them why are they acting as if they are covering it up ? I'm disabled I have to count every penny .what a shame they steal from disabled ppl. Its easy to do the card is through social security . omercia bank only loans us the ATM's they are free to us but they can't help us .social security said I had to go through direct express ..bs I do not trust direct express . this is the first issue in 6 yrs since I got the card . unbelievable! I have called a million times to get answers they hang up or blame you .they are rude too .

On august 12, 2018, I discovered that someone had been stealing money from my social security account with direct express. I immediately called direct express and was on hold for over an hour. The operator who filed the claim did not tell me there was a time limit or what the time limit was. He went all the way back to january 2018, and told me the amount of the fraudulent transactions was $1052.00. He filed the claim for that amount. As soon as my card was cancelled, I lost access to my online direct express account. I had to wait 10 days before I received the copies of my statements. I filled out the questionnaire of fraud, filed a police report, went through every statement and circled all of the unauthorized transactions. The amount that I came up with was $1438.77. I mailed the documents to direct express, expecting the outcome to be in my favor.in late september, I received a letter from direct express fraud services department that my claim had been closed because it was past the 90 day time limit. I have been trying for months to talk to someone at diect express. I was repeatedly disconnected after being on hold for long periods of time. I have requested multiple times to speak go a supervisor, left countless messages, and still no one has returned my calls. When I filed the claim, it was the operator who told me the amount of the fraudulent transactions, and he did not tell me that there was a time limit. I asked later in multiple phone calls why the claim was filed for transactions going back to january 2018 if they were not within the time limit. I am beyond pissed off and do not intend to let this go. That account is my son's social security benefits, and I had intended to get him a car when he got his drivers license, which he did get in august 2018.

On the 15th and 16th of December 2018, transactions were being fradulent made on my Direct Express Comerica Debit card. I did not make these transactions! They were being made by MeMe Live in Taiwan which I have never heard of. I noticed this as I checked my card to see what my balance was and noticed I only had $11.48 cents remaining. There were 18 pending transactions on my account. None of which I had made or knew of! I called Direct Express on the 16th and asked them to stop or cancel these transactions as they were not mine and someone had fraudulently made these charges on this. They replied, "That I had to let the charges go through and then file a dispute." They said the transactions should go through in 3-5 days but they went through the next day when I had checked. I called them immediately to dispute the charges. They asked had I filed a police report. So I filed one with the Halifax couinty police dept. (office - [protected]). Complaint case [protected]. Then I called Comerica bank and they transferred me to Direct Express fraud dept. Then I filed a complaint with the FBI for fraud. Then I filed a complaint with the Federal Reserve consumer help. I then filed a complaint with Consumer Affairs. I then filed a complaint with the Federal Trade Commision for identity theft. I called back and asked them to cancel this card so they did and will send me another one. I was told that there are many complaints about MeMe Live and customers debit cards being frauded. MeMe Live made 18 transactions on my card, seven for $64.87, seven for $1.94, One for $37.40, and one for $0.97, until no more transactions could be made. Total of $506.04 was depleted from my account. Please Help! This is the only income I have to live on. I desperately need my money as soon as possible.

Sincerely

David W. Lowery