Direct Express’s earns a 1.1-star rating from 421 reviews, showing that the majority of cardholders are dissatisfied with financial services.
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Refund
Someone was using my credit card and there was a bunch of items that I did not approve of. I submitted my complaint and received it back stating it was denied. I called and they gave me the run round. I've been calling asking for an itemized letter of what was was initially credited and what charges were reveresed. My inital complaint under 1-[protected] and then 2nd one under 1-[protected]. In specific there was a charge for SPMHD for $121.00. I called and direct express could not tell me what it was. I researched and found out that the person ordered parts for their BMW. I do not own a BMW. There was also chaarges for ROKU 3 different program. I explained that it was not me, however charges were not removed. I called Roku and cannot get ahold of anyone. I still want to have those charges disputed. My original complaint was for amount was not credited. Again bottom line is i want my refund and i want to know exactly what charges were credited. I need to know what other charges were not credited because the statements that was sent is not clear. I think this was ridiculous that I have to file a complaint this far. Please pull all calls so that you can see how i was treated over a dispute. I asked several times to speak with a manager and was told that they were going to tell me the same thing and or i was transfered supposedly and then the line was disconnected. i spoke with a male at 1st and then I spoke with Lisa more than 3 times and then she acted like she didnt know my situation.
Desired outcome: I want my refund that I am due.
Customer support and disputes
I filed a dispute about a charge I've never made nor ever had any business with this merchant. I was told in 10 day i would get a credit. It didn't happen. Customer service said i failed to return the claim form but i have confirmation of the form being returned the next day from the dispute team. It is now 3 months later I've talked to endless reps and supervisors and nothing is done. They hang up right in your face. They care not that your disabled and you live on 1100 so 407 being in dispute is 40% of your income. No compassion mot,a care and still from April 10 23 to june 26 23 nothing had been done
Desired outcome: My money back and all the late fees and shut off fees I've had to pay due to this
They won't pay me my money tn owe me money since November holding my money
They will not issue me a new card I have went through the ID verification program I have talked to him over the phone numbers of times waited hours and hours I have not received my social security benefits since November and they're holding my money and will not pay me will issue me a card and will not verify my ID under no circumstance no matter what I
Desired outcome: I want my benefits
If you didn't get your money call the Texas Department of Banking they will help you within 24 hours they already helped me for the same reason
Get away from direct express. This is an evil fraudulent company. Get yourself a checking account or savings account and then call social security and tell them you want to switch from direct express to your checking or savings account. Problem solved. :)
Withholding funds on charge card
We have experienced serious service issues with your customer service staff of late. To begin with, the Direct Express website clearly states that the card is an international card. Furthermore, the site states a list of ATMs for retrieving cash. However, the card was not received at the first of the listed addresses. It was declined with an error code = DA01200, Invalid transaction.
The DirectExpress agent John said it was locked because MC did not get a call advising them that the card holder would be traveling. My husband (the card holder) did not know this. Subsequently my husband (the identified card holder) spoke with John. John said that the card would be unlocked and to try in a couple of hours. The next day we attempted an international withdrawal at the machine we used previously. We received an error message “unresponsive code.”
Again, we contacted customer service and waited on hold to receive sarcasm from your female staff saying, “we can’t fix the ATM”, and at one point said, “we are not trying to hold your money hostage.” Yet that is exactly what DirectExpress is doing!
We were advised to try another ATM and did so only to receive another message: “declined, try later.” Later tries yielded the same, “declined” message.
We know that you are aware of the numerous phone calls and attempts to use this “international” card. However, your company has lied to us about the fact that it is an international card and staff lied about unlocking this card.
The last miserable experience was when the customer service staff said that he was going to put us on hold while he transferred us to another department. It later became apparent that he had no intention of serving us or transferring our call. The call never got picked up. We were ignored for literally 2 hours (with repeated automated messaging saying we appreciate your patience, please continue to hold) leading us to believe that waiting would be helpful.
To this day the card cannot be used outside of the US. You should be aware that withholding funds that rightfully belong to someone else is illegal. We want this matter investigated and escalated.
Regards,
Geoffrey Goines
Carol Goines
I am trying to activate my card they will not activate it
I am trying to activate the card 5332480654544917my case#000001914105pleaseiam sending these photos they asked for they will be shutting off my bills they sent this card and I can't activate it please help asap no one seems to be helping I am the payee of miss barbara davis my gmail is [protected]@gmail.Comthank you
Desired outcome: Please Help Me Get this Card Activated
The atm machine and avondale on highway 90 80 machine in avondale on highway 90 took my $300
On the 1st of June I went to the 18th machine in Avondale and I tried to take out $300 the first time the machine took it back but the second time it gave me my other $300 all together I got $800 off the car and I'm missing my $300 and that's what happened today cuz someone help me get my money back please have a blessed day an unod you can email me back at [protected]@gmail.com
That's the ATM machine at racetrack in Avondale highway 90 and have a blessed day Louisiana
Desired outcome: When I went to the ATM machine when I went to the 18 machine and Avondale it took $300 from me cuz someone help me you can email me at Harper [protected]@gmail.com
So how long will I have to wait to get my money back
Unauthorized use of my debit card
My card was charged over 29,000 dollars while I was locked up in state prison an I wrote them 10 letters while I was locked up (2 being certified) and when I got out filed a claim and (1 month and 3 weeks later after having to verify my identity, which I did I was giving a provisional credit of 21,000 and 9 hours later it was taking back. I had to reopen my claim and it was denied. How the hell can someone charge 29,000 from prison with no access to anything[ keep in mind the crooks who did this to me replaced my card 3 times over a 14 month period}. They said there was no appeal process and decision was final. How can a company like this get away with this.
Unauthorized transactions
On 5-3-2023 there was transaction over 550 taken from my card and I've been fighting with them about my money that I still haven't got. I sent direct express all my communications to each of the alleged merchants and direct express won't do anything to help me get my money. The one merchant is b9 located in California and other merchant is mint mobile and I've never had an account with those places.
Desired outcome: I want those transactions disputed and my money put back on my account
Refusal to credit my ssa acct. Says fraudulent charges were authorized.. Banking
Same as all the others. My sari account was hit with fraudulent charges, I disputed on time and proved these ridiculous charges weren't mine. They never provided a temp credit. And then denied my claim saying I authorized them. So full of crap. This pos company actually handles governmental transactions. And yet this scrap has been going on since 2014. Comerica bank is who contracts with the govt. And these thieves. Senator Elizabeth warren has put them on notice. Yet same deal different day. Thousands of veterans have been defrauded by these thieves. Makes sense since the govt is so corrupt.
Desired outcome: want my money
Direct Express
Constant FRAUD in my Direct Express account.
I just had 22 UNAUTHORIZED CHARGES (FRAUD)
I have to check my account daily.
I went to take all the money out of my account (which has to be done in multiple transactions) and my card got locked up on me and they have to explanation of why.
When fraud alerts should happen, they don't!
Mind you this IS NOT the first time having fraud on my account.
It's the 5th time!
Cellphone
I paid for phone service about 2:30 am on 05/03/23 gave my card information an was told by machine I was to power my phone off an back on then tried to call someone kept going back to 611 to put minutes on my phone so as of that time I kept calling 611 they people that got my money at 611 say I don't have an account with them. So i just want my money back everything body number was 611 so as of 05/03/33 I'm tried of no service for my money $17
Direct express debit card
On June 1 2023 I used my direct express card to purchase two money orders at a safeway on thunderbird and 7 street the two money orders totaled amount of 332.33 one for 146.00 and one for 185.00 I put the money order for 185.00 in my wallet along with my direct express card the 146.00 money order I filled out in the parking lot of Safeway then went to Wells Fargo on 7 street and thunder bird to deposit it into my landlords account for rent. After there I got back in car and left to finish my appointments it wasn't until I went to get the other money order from my wallet to pay car payment when I realized my wallet with the money order my direct express card plus social security card license plus credit cards and my list of important phone numbers and pin numbers for my food card credit cards and my direct express card was not in my purse after looking every place in my car and re tracing my steps from the Safeway I called to report it stolen the lady cancelled my card and said I had to call file a dispute but now can't reach a representative because my card was cancelled and she said it be ten days to get another card I have no cash on hand no way to put gas in car nothing and my card was used at a good will at dollar tree a Caesars pizza and at two different Walmarts total of 137.61 was used from my card I get 914 and I need that money to pay rest of my bills coming due soon
Desired outcome: Like the money that was taken from card put back on I need my money I live pay check to pay check and I need my new card sooner then ten days
unauthorized credit card charges
I tried to get my disability SSI check on June 1st in the amount of $914.00 but someone in San Francisco CA charged my card for $230.00 by using five different transactions to a Instacart Company. I filed a report with their store immediately. I contacted Direct Express by phone but they continue to pass me off to the next person who rarely answers and none have tried to do anything. They avoid my calls. These people are not doing their jobs at all. If it was your money you would want your bank to step up and take care of it. Not keep putting you on hold for hours just to put you back on hold and accamoplish nothing. So, I am messaging hoping someone can do their job and fix this issue and return my income I have to live on. Just check my account Kimberly Kay Clark card ending in 6115 expiration date 01/31/2027. Anything showing from Instacart was unauthorized and I want my money back immediately! You can reach me by phone [protected] My address is 3000 Hixon Rd NW #102 Ft. Payne, Al 35967 I am using my sister's email [protected]@yahoo.com
Desired outcome: $230 from Instacart in San Francisco CA returned to my bank account immediately!
customer support canceled my card/account without my authorization
I have a brand new direct express card doesn't expire until 2028 and I cannot access my balance, my money (which I was able to withdraw last month with the same card) says invalid card info or that my social security number is wrong. Customer service is non existent i've spent 3days on hold ranging from 45min each to over an hour being on hold. I called the main social security office in topeka, ks which I ended up hanging up on her cause she was very rude and told me to call the pointless number on the back of the card. They need online support through chat...
Desired outcome: to be able to acess my funds to pay bills
Banking unauthorized charge
In March 2023 there was a 407.12 charge from Verizon wireless. I never owned a Verizon so I sent in a dispute, they sent Me back a form, I filed it out and sent it back the next day. The dispute dept confirmed they received. I was supposed to be refunded in 10 days it's now May 30th and they say it will be until July 10th before I get a response. 400 is 40% of my ssi. I have children and can't feed them because of this. They have no care or compassion. I've been hung up on by supervisors and csr. I've begged cried they don't care. I am sitting home without even water to give my kids. Can't even drive to a food pantry because I don't have gas. I've never cooked a dispute the entire 5 years I've been with them, they will not speed the process up. I've called Verizon and they have no recorded of My ssn so it shouldn't be this hard for direct express. I need my money today. I see they have lawsuits but I can't get anyone to help me
Desired outcome: I want my money refunded into my account today
Stimulus payment & fraudulent activity
I have been with direct express for just about to years when my first born began receving ssi payments. Over the past couple of years services have gotten to the point in which I cant help but to wonder if its within direct express were the series of fraudlent activity that regardless if you call minutes following the transaction post, they ultimately deny your claim. In August and September of this past year my sons benefit was practically cleared from a company called google Bigo and though I would submit a claim to direct express, this claim was denied as it indicated that these transactions they have determined were in fact authorized purchases, meanwhile I cannot find any company through the internet that is name google bigo, and on my google account these transactions cannot be found. Much to the same happened in 2021, but this is nothing when speaking of the April 7th stimulus payment that "some" individuals with direct express banking could expect to receive their payment. Well my son was not part of that category of individuals and when receiving the letter from the IRS and speaking to them I would learn that my sons payment was sent to commerica bank on the 21st of April though his benefit at this time was cancelled, when accessing his online banking statement I found a deposit sandwiched between two none corresponding dates a indicated deposit from social security of 1400, when contacting direct express about this payment I know we did not receive I was requested a copy of his statements however had printed the indicated transaction prior to my call, and long behold the statements sent to me did not corrspond with my print out, this deposit was fixed and placed in correct order, and now purchases not indicated previously was shown now. My sons benefit did not get reinstated until Mid May and I would not obtain notice of this until June when at this point a payment for May and June had been made though transactions in May show that no activity from May 1st until the reinstated date is shown. Calls to direct express has got me know where, and at this point I am starting to believe that this is an internal problem rather then a hacker issue. What has been done with this stimulus and fraudlent activity is beyond the scope of professionalism when contacting informing them of the possiblity of my personal information being leaked through nelnets secuirity breach
Desired outcome: I want all money taken from my son, including his stimulus check refunded,and would like to an audit to direct express social security card holders done,
Fraudulent transaction made on my direct express account
On May 27, 2023 I contacted Direct express customer service to report a fraudulent transaction in the amount of $90.74 on my debit card from merchant Colorado Springs utilities EZ pay (kubra) system, phone number [protected] listed on transaction. I first contacted the merchant and was told by the Supervisor that no record of transaction was made by their company to my card on April 26, 2023. But somehow the money was stolen from my account. I am 57 year old disabled person in dire need of my money back! I called direct express and got a dispute claim started. I have emailed them everything they asked from me and they still denied my case and closed it, telling me that I have to contact the merchant for my refund! When the merchant never took the money from my account in the first place! During all of this back and forth with them, nearly a month has gone by and Direct Express never gave me the provisional credit they are required to do during their so called investigation. And I'm stuck with a $90.74 loss and my phone will be cut off in 3 days! My name is Gretchen Wellington
Desired outcome: I want my $90.74 replaced back into my account immediately and I want to put my direct deposit with a honest bank that puts their customers first.
Cardholders
My name is Billy Ray pope and I have social security benefits with direct Express which are the card holders. On June 11th 2022 I was arrested for some traffic tickets and my belongings was left at a house my release date was August 4th 2022 upon my release I checked my direct Express card it has zero balance and I should have had $1,647 on my card. I immediately called direct Express and the instructed me to send and documents that state I was incarcerated at the time my car was compromised. Because my card was compromised on the first of the month. So every time I send proof of my incarceration direct Express States it's eligible I had social security to send it they said it was too blurry I had the detention center where I served the time at they said they would probably documents I sent them again to the post office they said they never received it I sent it to the library they said they never received it but yet was still I have copies and proof that they sent it because they sent it back to me for every excuse it delayed my benefit they got the copies in August of 22 their agents State they never received it Comerica Bank send me everything I sent them and they had it at a reasonable time they also denied social security didn't send it but yet and still Comerica Bank send me copy stating that they did receive it. Every time direct Express when it struck me to send the documents again I did and every time I sent them they said they either didn't get them they can't see him to blurry which gives me escalates so this has been going on since August 4th I'm 2022 and they still haven't returned my benefit even though I supposed to be insured
Desired outcome: Is to receive my benefits for the months of July and August of 2022.plus for suffering and pain they have caused.because they put me in a homeless stiuation.this is a set back once it could of been prevented.
Card registration
My card was being used by an unauthorized person. I called to have card cancelled and received a new one. I could not register the card because the person that is using my account has registered the card. Today I was on the phone for 5 hours and was on hold the mayority of the time was transferred around and hung up on, and transferred to a language line ... horrible service.
I need help! call me asap
Desired outcome: I need someone to call me because when I call Im on hold for hours have a terrrible time and no help
Funds being by held up for fraud investigation
I am 70 yrs old and disabled in great need of my funds. On 04/20/2023 I mentioned that there was a $24.92 & $14.59 charges on my account that was unknow about. I told them that I had already contacted these companies and they gave me a refund. So asking, how to stop these activities from happening, they sent me to the fraud department.
That's when the problem began, they said I'd receive another card, they sent me a letter instead for the investigation for $39.51 claim but no card. It's 05/04/2023 and unable to pay my bill. What's to be done about situation.
Azih Harrow
Desired outcome: I just want my funds for my bills, and rent or be out in street .
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Direct Express Contacts
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Direct Express phone numbers+1 (888) 741-1115+1 (888) 741-1115Click up if you have successfully reached Direct Express by calling +1 (888) 741-1115 phone number 0 0 users reported that they have successfully reached Direct Express by calling +1 (888) 741-1115 phone number Click down if you have unsuccessfully reached Direct Express by calling +1 (888) 741-1115 phone number 0 0 users reported that they have UNsuccessfully reached Direct Express by calling +1 (888) 741-1115 phone numberCustomer Service+1 (888) 741-1115+1 (888) 741-1115Click up if you have successfully reached Direct Express by calling +1 (888) 741-1115 phone number 0 0 users reported that they have successfully reached Direct Express by calling +1 (888) 741-1115 phone number Click down if you have unsuccessfully reached Direct Express by calling +1 (888) 741-1115 phone number 0 0 users reported that they have UNsuccessfully reached Direct Express by calling +1 (888) 741-1115 phone numberCustomer Service+1 (866) 569-0447+1 (866) 569-0447Click up if you have successfully reached Direct Express by calling +1 (866) 569-0447 phone number 0 0 users reported that they have successfully reached Direct Express by calling +1 (866) 569-0447 phone number Click down if you have unsuccessfully reached Direct Express by calling +1 (866) 569-0447 phone number 0 0 users reported that they have UNsuccessfully reached Direct Express by calling +1 (866) 569-0447 phone numberHearing impaired+1 (765) 778-6290+1 (765) 778-6290Click up if you have successfully reached Direct Express by calling +1 (765) 778-6290 phone number 0 0 users reported that they have successfully reached Direct Express by calling +1 (765) 778-6290 phone number Click down if you have unsuccessfully reached Direct Express by calling +1 (765) 778-6290 phone number 0 0 users reported that they have UNsuccessfully reached Direct Express by calling +1 (765) 778-6290 phone numberInternational+1 (800) 333-1795+1 (800) 333-1795Click up if you have successfully reached Direct Express by calling +1 (800) 333-1795 phone number 0 0 users reported that they have successfully reached Direct Express by calling +1 (800) 333-1795 phone number Click down if you have unsuccessfully reached Direct Express by calling +1 (800) 333-1795 phone number 0 0 users reported that they have UNsuccessfully reached Direct Express by calling +1 (800) 333-1795 phone numberCard Enrollment Center
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Direct Express emailssupport@usdirectexpress.com100%Confidence score: 100%Support
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Direct Express addressP.O. Box 245998, San Antonio, Texas, 78224-5998, United States
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Direct Express social media
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Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreSep 01, 2024
Most discussed Direct Express complaints
money taken from account; would not give merchandiser authorization numberRecent comments about Direct Express company
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