Direct Express
Reviews and Complaints

My card was locked twice in one week! The first time they gave me 3 different reasons! I am disabled, can not afford a cell phone, without a cell phone. We are in a virus epidemic and I am unable to get an I.D. I sent a copy of my birth certificate but since my last name is different they wanted a copy of marriage certificate or divorce! I don't have that! I sent them my medical card from government, and a paper from welfare! They refuse to accept them! I had to wait til Monday morning, call social security, they had no idea what a mou was they said they needed! I went back and forth between both until social security called them with me on hold and get my card unlocked which took another 24 hrs. 2 days later card blocked again! They stated I called in an unauthorized transaction! I did not! They refuse to help! One supervisor twice called me a liar and hanged up Brittany. Another time I was on hold with the supervisor and could hear them laughing for 40 minutes! I finally got a worker named Dora who helped me in case I get locked again!

I have been on hold for over 2 hours . I had a fraud hold placed on my card the day before payday again! This has got to be the WORST company ever... I will not go through them ever again!

I received my new card haven't had it a month & now direct express suspended my account my monthly benefits were deposit to that account how do I get my money from that account I need to pay my rent I need my money asap I have uploaded anything & everything to prove who I am & now I was informed that I have to send them something called memorandum of understanding from social security they said after that they would send me a new card in about 2 days. I'm already late paying my rent I had my account straitened out they are the ones who took it upon themselves to suspend it but now I'm the one who is jumping through hoops I'm on ssi my only income I don't have a dime to my name but direct express doesn't care I need my money back like yesterday

I have been complaining about several unauthorized charges on my account since march 2020, however the paperwork they said I was going to receive never arrived, and I was penalized for not responding by a specific date even though I called repeatedly to tell them this was an ongoing problem.
At this time, I have over $422.46 in unauthorized charges and if they ever do credit my account I fear they will take it back again

On august 21st I was checking my balance on my direct express account when I noticed it was almost $200 short of what the balance should be. I checked the recent transactions and saw 2 unauthorized transactions on august 20th, one for $94.90 and another for $85.90. I called customer service and spoke with the disputes department and canceled the card to stop it from happening again. After 10 business I received the paperwork and filled it out and mailed it back to them. I waited for the letter back thinking I was going to get my money back since I didn't make the purchases and they claim your money is safe and they are insured for things like this. But no, I got the letter today telling me based on the information I provided and information resulting from their research they cannot confirm that fraud occurred. Hello I called and gave them the information and filled out their stupid paperwork. I don't think it's right that someone gets to steal your money and you get punished for it.

I am on SS. I went to the cash machine on September first to withdraw my rent money. I was told NSF. I came home and called my card company Direct Express. Someone had made 7 charges for 108.99 and one for 57.00. Direct Express (The card the Treasury Dept) uses would not put a hold on the funds. They wouldn't even let me file a fraud charge until they released my money to the THIEVES. I tried calling Nexon America Inc, that was a joke. I have never used Nexon ever, I didn't even know what it was before talking to the card company.

I was arrested 01/03/20 and was releast 06/27/20. My direct ex[press card was stolen and used to take 6 ssi deposits and my stimulious check. I was told today my claim for approx 7k in stolen funds was denied, for some crazy reason, whatever the reason its not very affective investigation, considering, remember I was in jail. I filled out all handwritten transactions im disputing my incarsaration dates. Police report etc. Mon really, I was in jail. As soon as I found out which was 27th june 20 I canceled card and requested forms to fill out, well all the prosponduras of evidence and [denied]. I need some help, cant talk to investigator, not sure why, but there really trying to burn customers that have odvious proof of fraud, thats not a team player and far as I know they didnt even look real close, it was easier to deny and go home, looks like they dont even have reprocussions for shotty work, and unwilling to discuss, something that I depend on to survive. Please help bottom line I was in jail so there is no other answer then you wernt a party to that so, your money will be replaced. Please call kevin [protected] thank you. I have photos and other documents if you would like to view them, 1- claim i-[protected] 949.64... Claim1-[protected] 4, 120.81 and they didnt even get junes dispute but said they did but assuredly they did not.

Hello hi it is mr paul francis mayer I was approved by mrs cota 4340 simmons street north las vegas nevada 89032 to have paul's continued ssdi social security monthly benefit's each month on the 3rd of every month. Since I have been getting for more than 23 years I started in 310 wisconsin avenue in milwaukee wi. Then also social security owes me back payment's since march of $2.704.00, and now it is more like $5.676.32 currently to my us direct express account [protected]/31/24 724. My award or entitlement letter, and also I like my 1099 proof of my earned income.[protected] bnc# 20bc932e11194. My benefit verification letter was dated july 29th 2020 from 4340 simmons street my medicare number is 3pm9cc6kc48 bnc#20jx217k85731 ref: a, di. Retirement, survivors, and disability insurance. My new phone number is 702.728.0809

My debit card account with Direct Express was hacked by a company called Tubebill.com. They were electronically withdrawing funds beginning April 2019. The total stolen was $732.00. I filed a fraud complaint with Direct Express and they said there was no fraud, however money was stolen from my account. I have filed complaints with Comerica Bank the administrator, CFPB, FDIC, MN Attorney General, the Dept of Treasury and no one has yet to help. This company is recommended by the Dept. of Treasury and deemed safe.
Anything you can do to help would be greatly appreciated.

One month ago i was told to get a new id card i did that I've been trying to show prove that I've done it it's been a month now and i still cant get a email or a fax number they just don't answer.please help.the one time i got a real person they gave me a number that didn't work at all i only need to show prove and cant even do that I've tryed everything.thank you .

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.

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.

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

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

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!

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.

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]

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 ...

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.

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