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Direct Express
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1.1 418 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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J
7:20 am EDT

Direct Express Unethical, unprofessional, outright incompetence, refusal to give access to my money.

My card was stolen and although it took a week to get a human to talk to me to cancel my card and re-issue, the card had not been used. They said it would be received in 5 to 10 days. After 10 days I called back, finally after being on hold for 40 minutes to be hung up on day after day I reach a person. They said my card was issued may 18th, but as I did not pay extra to have it fed-ex to my home I need to wait 21 business days before they could do anything more. I said if they had told me it would be a month to receive it, instead of the 5 to 10 days I would have, I did not know you would lie about it and then have this lie damage me by being late in paying creditors. I still have no card, it is almost 40 days now, and I do not believe they will ever send it. I made the mistake of saying they lied, which they did, and it is costing me plenty and will continue to damage me. As I did not praise and call them gods, they made a note on my data, that I was unworthy now, so as soon as I give my name, dob, and s s #, I am transferred to nowhere, placed on hold for (my record now is 2 hours, 53 minutes, the battery died, I had asked to speak to a manager and they were transferring me) indefinite time, or just hung upon. They have not done anything, they are not doing anything, and they are not going to do anything. It has been over 42 days now that my card has been gone. And all though I have spoken, my name, rank, etc. To maybe 8 different people, and I can hear the tears of sympathy falling and they do share my sadness, then they hang up, place me on hold, one was transferring me to get my picture taken for a new card. I often wonder while spending afternoons on hold, how many have died. How many murdered. There are many, hundreds and hundreds, that because our entitlement has been diminished, live on the street. They can't afford a house or car and insurance. They get paid then they get something to eat. They try to eat every day until the next months pay comes. Sometimes they get hungry around the end of the month. Someone stole the coat with their card in the pocket, ten days ago. There is a blizzard coming in. That will make it a few degrees warmer. It 9 degrees now in wisconson. Wish he had his coat, something to eat would be heaven, he lays down to rest. I have never seen such contumelious attitudes, such as hollier than, I have never been spoken too with such condescending tones. They are not here for us, we are here for them. Bureaucracy, there is no oversite. There is no agency that monitors this so-called customer support, they can do anything thing they want. Or nothing at all. They decide who eats and who doesn't. Who gets a lil flag on his account cause he said do your job. Well, damn job. It was brutal on their godly ears, and well they just don't half to take that from us. You lie to me and now won. T help me get a card. Deny me my money, do your damn. Yea guess they showed me who was king, who had the power to brush us nobodies in the corner for a while until we learned how to show proper respect for people of real value, da elite. His poor ears. Damn wonder how many have died how many killed. I know that you can write a letter to this customer abuse team, there is nothing on their web page, you can't find it anywhere, where do you file a complaint, what do you do, if they do nothing, if they just chuckle, good-by, call next month sucker, maybe nobody has ever had a complaint before. These are such hard-working angels. Bet most of em just do it for no pay, they live to serve, customer support. Still, I wonder how many are hungry, how many did not wake up. I know that personly I have never dealt with a bunch of worthless, arrogant, insulting, empathetic, uncaring, and unconcerned group of people in my 65 years of life, I am outraged at how I have been treated. If they worked in the public sector, they would have been kicked to the curb by any decent company that has respect for its customers, unemployed and deserved, and then I found it, if you have a comment or something to say, you can write them a letter. They are the elite, they police themselves, there is no one above them or over them so, if you think we could have done better, we will read and get back to you.
Going to need to do something, find another way to get paid, they are not going to send me a card this month either, they are not sending me anything ever, other than transferring me around nowhere. They will tell you how stupid we are. I can't afford to be late on my bills in july either. But it is a warm night. And I have learned to be humble and kindly, let them know how much we love their support. Or would, if I ever had any, god bless them, and leroy and sherrie, rest in peace.

Direct express, social security, monthly direct payment benefit. I asked for a new card on may 14th, today, june 20th, now they need to verify I am me. Just this time, that will take about a month, then they can process my card. I should have it in the middle of august. They then transferred me to the department that verifies me. These people are something, they the best.

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K
4:33 pm EDT

Direct Express Card stolen needing a replacement

Hi, My name is Karen Daniels i have been trying to contact direct express for a week as i needed a replacement card due to my card being stolen. i finally was able to speak with someone in service however, was unable to identify who i was by address on file. Address was confirmed and i was transferred to another line to address my complaint once again as agent stated i had the wrong department. After holding for 2 hours the agent answers and again, was not able to assist me stating once again, we are unable to pull up your prior address and ended call. Calling back the next day to get the exact same situation no answer, unable to pull up identity, rude agent, transfer of call, in final, i am still waiting to speak with an agent that can assist me in getting my card to i can cancel this services with direct express. I am 66 years of age and am staying in a homeless shelter and unfortunately my card was stolen. I would not refer this company to anyone that is wanting direct deposit or anything of that nature. Workers are very rude and not helpful in assisting you with issues at hand. I have also contacted the Better business bureau regarding ongoing issues with direct express this has been 2 weeks now and i am still trying to get a replacement card.

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C
9:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Direct Express Direct Express

When you buy things online sometimes the payment gets revoked for no reason at all, money held hostage for days, then put back onto card. if you do it enough times, your card will be frozen... i was on hold for TWO HOURS trying to contact customer service, when calling to check my card balance it wouldnt tell me my balance, only forward me to customer service fraud department, which i waited TWO HOURS to talk to someone, which they said "hold on" and HUNG UP on me in the middle of discussing the situation. NOW IVE WAITED A HOUR WITH NO ANSWER

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L
9:09 pm EDT

Direct Express Unauthorized transaction

May1 2020 online people lookup $29.16 ihave no idea how this charge even came about. I use my debitcard to purchase items from amazon, ebay, walmart and to pay bills. I got an email from amazon saying insuffient funds so I looked atmy transactions and seen online people lookup and they were paid $29.16. I did notauthorize this transaction. I have tried to contact direct express all day yesterday and today noone ever answered after beingon hold for an hour and 30 minutes they disconnected me. I want refeund of my $29.16 that I did not authorize

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K
9:44 am EDT
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Direct Express Expedite fees were to be waived because it took me 7 business days to receive one card 10 day's for the second

I caleed and cancelled my card on March 26, 2020 at that time Direct Express canclled both of my cards and sent them out expidite to the incorret address they went to apt. 12 instead of apt.3 so they re-issued card and I recieved one on the 4th the day aftr my disability money went into bank and on the 1st that card I recieved 10 days lter by UPS and all their fees were waived upon speaking to a supervisor there, and it clearly shows on paper statement where Direct Express went into my account 5 seperate times and withdew monies. I have spoken to 5different people whohave told me 5 different times that the money would reflect on my card in 12 hours, end of the week, 5 bussiness day's etc., sound's good but they have failed to do that. Once there is a break in the virus I will be moving my money to a bank but I will continue to file complaints go to Social Security or an attorney? NEED MY MONEY!

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S
3:37 pm EDT

Direct Express identity theft

10/22/2019 I saw someone had taken 3000$ from my account. This is my retirement backpay. I filed a dispute statement and thought I would be reimbursed in 10 days like I was supposed to. Well, of course, they never got back to me. Terrible customer service. When I got ahold of them they said they needed more time to investigate this. They told me that on December 6th they would let me know their decision. Of course, they didn't get ahold of me and I had to call them. Their conclusion was that I took the money out on an account in New Jersey from a TD Bank. I have no purchases in New Jersey. My purchases were all in North Carolina Monroe. Also when I got hacked whoever changed my password and access code. I got daily balance notices and they were stopped when they hacked me. Since I asked for investigation paperwork and anything related to my case. Direct Express sent me my dispute transaction paper that I filed. I also had a 2000$ limit on what I could take out. After that, I was told that my case is closed and they won't investigate it again. Really I thought the Company had FDIC. I am on a fixed budget and need this money.

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B
5:15 pm EST

Direct Express Direct Express will not refund my 159.00!!!! this was unauthorized charges!

Direct Express paid Microsoft Xbox 9.99 for a year! or more I was going through breast cancer treatments from Sept 2017 through July 2019, and then I had Shingle the next 6 Months! there is no way, I was able to sit up and play a gaming system! I am Just now getting my strength back enough to be begging and pleading! for these people to refund my money! I have sent stacks of medical records! and e-mails from Microsoft Xbox fraud unit! That is Stating that I have not had any Xbox subscription ! I have proof of how many times I called and spoke with 100 different people! You can contact me at [protected]@gmail.com for further information.
PO Box [protected] San Antonio, TX [protected]

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C
7:46 pm EST

Direct Express Provisional credit when will i receive it it's going on 35 days since i reported fraud

There were fraud chargers on my card going back to nov 2019 do i called and reported the chatges i was told to fill out fraud packet i did promptly and was informed that once they recieved my papers i wud get the proviosal credit 10 days later well today is the 10th day and nothing everyrime i call i am on hold for 45 mins or longer and i am fed up with this whole situation... my money was stolen and there is nothing is being done about it ...

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S
9:08 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Direct Express identity theft

In October 21 someone in New Jersey took 3000$ from me. I reported it and did all paperwork. I live in Monroe North Carolina and money was taken out and changed my password and access to account. I got some back pay for disability and was new to direct express. They told me that they would resolve my problem by December 6th. I was never informed about the decision. Finally they told me that I transferred the money to the account in New Jersey. They gave me the last four numbers of the account. I only had one account and they denied me the money stolen. I got back with them several times and got the run-around. I need to know the account my money went to and that would clear me of any suspicious activity. I want my 3000$ I am on disability now and have a fixed income.

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M
12:25 am EST
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Direct Express fraud dispute

My name is melissa carpenter an I have been trying to get my money back 2 checks where stolen from me my july an August 2019 checks where stolen off my card I have proof that it was not me that made the transactions on my card I was incarcerated from june 10 2019 an made parole sept 12 2019 while I was in jail someone stole my purse an I keep copys of all my passwords wrote down but that didnt matter because all my info was in my purse the person cancelled my card an got a new one an not only have I been rudely spoken to by direct express ive also been hung up on an basically told that im a lier an my documents I faxed to them are useless I faxed my parole papers that say the date of my incarceration an my out date but none of that matters to them im still waiting on a supervisor to call me still no call ive asked to speck to supervisors at first they didn't have one 2 weeks ago and yesterday they have one who will call me within ten mins still haven't heard from anyone even though I have paperwork to prove I never made those transactions an faxed them to direct express I cant get my money back.

Desired solution
They need to give me back my money for july 2019 an August 2019 I mean what more proof do they need that I never made any transactions

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11:12 am EST
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Direct Express direct deposit

6 months ago my Direct Express card was comprimised. The card is issued by Comerica Bank, they said they would have to take me out of the system and reenter my info. since then they have sent me 2 new cads that never worked. the one I have now works, but I am still recieving paper checks in the mail. I have been getting the run around from both Coamerica & and the V.A. Now I am $18.00 over drawn on my account because of all the cards that were sent to me. Please help.Picture of Direct Express card.

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S
12:35 pm EST

Direct Express customer support

Card was stolen, I was charged 13 dollars to have a new card shipped UPS overnight. Card hasn't arrived 3 days later and I can't speak to a live person. If I press 1 in the menu during the card status report it says "please hold while you are being transferred " then hangs up on me. I have tried 34 times to reach them. They didn't provide any tracking information either.

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J
10:23 am EST

Direct Express unauthorized credit charges

Somebody had got my credit card information and made fraudulent chrges on my account. My other two bank accounts resolved matters quickly and returned my money. Direct express denied my claim within 10 days of filing it and told me I should pursue my claim with the police department, I have NEVER had such terrible customer service in my life and highly do NOT recommend anyone to use direct express. I am a disabled veteran and my only income is the little bit I get from the VA and it was fraudulently taken from me and Direct Express will not help me, terrible. The 3 times I contacted them by phone I was on hold for 47 minutes, 1 hour and 37 minutes and again just now for 52 minutes.

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G
10:27 am EST

Direct Express phone service...

there seems to be too many users getting in to your direct express customer service ----too many clicks as if they or another wants to steal the call to glean info or make changes. Please see why this is. [protected]--ZTE phone service. My phone is out of order much of the time becuz of similar problems with interlopers holding myinfo and voice mail. How? WHY?
I use my original card with chip and it is a-ok. I use it for ATM only and with no change in pin ever. NO transfers and have no other accounts at this time. Card#2668. I will not request additional cards, have no one using mine ever. IN this electronic craze of these times, mind reading for info is a possibility and intellectual ownership isn't a certainty. I will call the hearing impaired line should I need anything in the future. Will you offer this ATM only basic service for basic card users please?
Delores Michaels of the Jodi Airas hearings 4 weeks ago@youtubes is one of these hackers and brags social security to the public and makes everyone tired of her tirades and glee. SHe resides at prince George hotel and is a hacker and spends time with the cult at the lottee palace hotel in nyc with cult fitzgerald. There seem to be others affected by their varied phone lines and abilities to intercede and ruin phone calls etc...
Thank you.

Georgia Lynn Mobley Jones NYC

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L
6:53 pm EST
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Direct Express ssi deposit

I was shorted $88 of my SSI payment and it's impossible to reach a live person. This is the second time this year I've been ripped off by this shoddy company.

In January of this year, a fraudulent transaction in the amount of $150 was made. It originated hundreds of miles and several states away from me. They claimed I made the transaction when clearly that was impossible.

This company has MANY complaints as well as a class action lawsuit; however, Comerica Bank and the treasury department continue to do nothing but twiddle their thumbs.

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J
8:15 pm EST

Direct Express unauthorization and activation of stolen direct express debit card

Oct3, nov3, dec3, 2019, ssi benefits, that I was entitled to, but never received bmy direct express card, was was never received. That I asked for on the phone to direct express sept.23. Where I was residing with a friend tempory, at 4809"ñe camelot drive, apt 38 lwton, okla 73501. Ii got incarcerated riding with the friends diane tissicie, juanice williams howie sept.23. Did not get out till nov 26.. Called the next day. To report, that I never received the card in the mail. I was told from friend diane tissicie. But have 2 witnesses, fiance friend that are residing at the residence, that the card was received in the mail. Diane tissicie gave it to neighbor juanice williams howie, and she activated it, and got the monies off the card. Ive went to ssi office, sent email, of all the identification, I can provide, I have no income, or monies, to obtain bifthcertificate 45$ and state is 25$. I am disabled, in a wheel chair, dont drive, barely. Walk. Ive sent a tribal i'd, ssi card, medicare card, inmate i'd card showing I was incarcerated, iam the victim not the thief. I reported the incident, soon as I was abled too.. But im cutoff from ssi. Why is that? What do I got to do, or who do I have to see about this matter, the inspector general, the manger of the bank, direct expresses uses, ssi?

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1:35 pm EST
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Direct Express fraud dispute

I have been dealing with DirectExpress since November 27 2019 regarding a fraud block on my DirectExpress card. I have done everything asked of me, as well as the Social Security Administration who loaded my benefit onto my card on November 25 2018.
DirectExpress blocked my online access December 15 2019. I have been (and now I cannot) check my balance everyday & took a screenshot showing balance & date.
S.S.A. called me at 8:30am this morning to inform me block will be removed in 24 hrs. I had premature excitement that this financial terrorism was over. I spoke to a (new) supervisor Bertha who told me since the fraud happened via internet access, DirectExpress has blocked my card AND my internet access.
Bertha explained the M.O.U. I signed & S.S.A. faxed on November 17 to Comerica Attn: N. D. Red was not received. This was the FOURTH M.O.U. faxed since November 25 to December 17 2019!
I will not post publicly the amount of money I have lost for fear of more scams & fraudulent activity.
I am now addressing my grievances legally and publicly.

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4:52 pm EST
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Direct Express direct express mastercard

This bank is in charge of me getting $360 stolen off my Direct Express card. I filed a Dispute with Direct Express and after waiting 2 hours to talk to someone these jerks had to then transfer me to the Dispute Dept. for another hour wait. So I filled out the Dispute and spent $7.00 with Mailbox Center to send the paperwork back and only within 1 week they sent me the outcome! and you guessed it, they said it was my fault and they got proof from U.S. Bank here in Spokane that I got the $360 out of the cash machine and I did not because I did not want to pay a $4 service charge and I canceled the transaction and went to another bank to get the $360.I went to U.S. Bank and they said they never sent and documentation to Direct Express about this case so whoever is in charge with the Dispute Dept. at Direct Express is lying and ripping off disabled peoples money out of their accounts. I checked with BBB and Comerica Bank Complaints online and there was over 2000 of them about folks missing money and how hard it is to contact Direct Express. I only get $514 a month and anyone could figure out I could not have got $360 out of two different cash machines within 10 minutes. This has been an ongoing nightmare trying to get my cash back since Oct 10th 2019 and I still have not been able to pay my rent for December and now I owe $150 in late charges and might get kicked out of my apartment that I just moved into 3 months ago. The bad thing it I had to get a title loan on my car to pay the extra $200 in late charges on rent in November. I hope someone can investigate how many customers are getting taken advantage of with Direct Express! I hate everything about them and I would give them 0 out of 5 stars for service if I could

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12:33 pm EST

Direct Express dispute

I was living with my son in law an my grandaughter had to take the baby to the doctor an they didnt have any money to put in my car for gas. So i gave my Son In Law My Direct Express card to put gas in an that was all! So in the mean time before he handed me the card back when they got back he took a picture of the front of the card an back! This happened in Nov! An then i moved out because he was taking off in my car all the time! An not telling me! An i had to cut off my gran daughters phone line to make it cheaper on my bill! I then moved to Clovis New Mexico with my gran son an i had recieved my ssi on the 29th of Nov an had gotten $106.98 on it an i had only spent $16.23 on it on the first! Then on the second of Dec i went to make a online payment to Amarillo Court house on a payment an it came back declined! I thought what in the world! An called. Direct Express an found out i only had $10.23 Cents left on it! Then i turned around then an called direct Express again an talked to someone their an they told me about The Bank Limit an Score an More an i told the lady that was done with out my consent! That i didnt do it but i know who done it! Didnt know anthing about what had happened until this was done on my card! I was so very upset about it because i wasnt able to pay all my bills! She gave me the phone numbers to these places an found out he had used my name an email an pin an my mothers address an zip code on both of these different. Instances! I have talked to the Police Station in Amarillo on this an gave his Name an Address to them an to have him picked up for hacking into my Direct Express Card which is a felony an theft! Thank You Sheena Trask

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7:13 pm EST
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Direct Express they sold me clothes ever received fraud dept not answering.

I i bought 95 dollars on this fake website. Please help me file dispute against gio-lovely. It was a fake website selling clothes on the interntet they took $95.01 nov 1st. No one at the fraud dept answers. Its dec11th never got the clothes. On thier website reciews people say they got scammed and its a fake websiclo. This fake website gio lovely has my debit number and is not sending me 95.01 i ordered in clothes

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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.

How to file a complaint about Direct Express?

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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- 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.

6. Filing optional fields:
- 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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- Review your complaint for clarity, accuracy, and completeness before submitting it to ensure all necessary details are included.

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- Click the 'Submit' button to submit your complaint to ComplaintsBoard.com.

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Ensure you follow these steps carefully to effectively file a complaint or review about Direct Express on ComplaintsBoard.com.

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Contact Direct Express customer service

Phone numbers

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

Website

www.usdirectexpress.com

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