Direct Express
Reviews and Complaints

After using my card in Mexico for 13 years, (where I live now, ) My card would not work. I spent 3 hours on 4 different days, only to have them say the problem was corrected. On the 5th time, they sent me to an independent ID verification company which asked for fotos of basically all of my IDs, only to be told they only accept a birth certificate and SS card. After a real hassle, I got a copy of my Birth certificate and my ID was verified. We are into the 3rd month now and my card will work for online usa purchases, but not at ATMs. I have re directed my SS payments. DO NOT USE Direct Express!

I knew it was going to be a problem when I didn’t receive notifications that my direct deposit was “deposited“ “pending” as I normally do leading up to the first of the month.

I called SSA twice who told me it was a direct express problem but my money would be available later on in the day. I’m still waiting. Direct express kept me hold 180 minutes AND then hung up! I’m still waiting to receive my money. THIS IS NOT RIGHT!

We are supposed to receive our social security benefits on the first of every month. This month we did not receive them, The wait time for a customer service agent was 108 minutes. Later in the day, it was 24 minutes but after 1 hour we hung up.

We talked at length with social security who said the funds had been sent to direct express days ago.

At the moment, Direct Express is withholding our valuable social security and it is impossible to get someone on the phone to explain. The CEO of this company should resign.

On March 5th 2023 my debit card was locked and was not able to access MY funds. Submitted state id, birth certificate and social security card over thirty times and each time it was not accepted. Was told to contact social security office. Social security office said there was nothing they could do and referred me back to direct express. NO HELP. I just hope that there is some hero out there that can help me.

On April 21,2023 a dispute letter was sent to [protected]@usdirectexpress.com

On April 22 copies of the receipts received from the receiver of the money which reflects

the payment amount of $432.99, not two payments of $432.99 were received by the company.

These documents were sent hoping it would help to expedite matters.

On April 24 contacted direct express to verify received date of dispute letter. Which they show as the 22 not the correct date of the 21 and also one day past the 10 day mark for a provisional credit to my account was up.

I sent another letter of dispute for the received date to [protected]@usdirectexpress.com to correct the date.

Direct express required a copy of my id so I would send a copy to them so they would speak to me about the account. But since the last communication with them they are now requiring I include a copy of my birth certificate and social security card which are both in storage and impossible for me to get to at this time.

It seems like what they are doing is avoiding me so they do not need to comply with regulation E.

I switch from using Direct Express on December 27 2022 to my Capital One bank account. In Febuary Direct Express updated card info with SSA. That caused my SSI payment for the month of April to be deposited to a direct Express account I have no knowledge and is in my opinion is fraud and theft. I have made several phone calls to Direct Express, SSA and made a trip to the Soical Security Admisration. Reimbursement forms have been filled out and sent to Direct Express who denies receiving them. I have been with out my benfit payment for the past 21 days I'm now behind on my rent and utility's my credit rating has dropped. I may have to move and all of this has long term Repercussions that I will have to deal with. I don't see what is so difficult about reimbursing the money to the department of Treasury so that it can be reissued to my Capital One bank. You? Know I don't see how or why direct express would update my deposit information with social security when I closed my account with them.

Something needs to be done. About direct express willingly and freely changing people's deposit information and then holding the money from the Benefactor. For the past 20. One? Days. I have been. Trying? To get my benefit payment which was due to me on April 1st 2023 direct express refuses to send a money back to the department of Treasury. They say the department of Treasury has to request the money at the social security office that I have filled out signed the forms for the money to be requested from. Direct express direct express refuses to acknowledge the fact that there has been form sent to them requesting. Good morning my opinion directed express not only o's my benefit payment but then ongoing compensation for the.

Hardship they have caused now and in the sea. I offer believe direct express should be fined. For fraudulently representing that they were my bank after I have requested account to be. Closed on December 27th 2022 when I changed my banking information with social security from directv express to Capital 1.

I cannot make a payment to AT$T for my wireless bill because they say I have to be white list approved to make these kind of purchases (what?), But I play along and ask them to "White List" approve me which of course was denied. Then I'm asked to email a picture of my ID and this can take 3 to 5 business hours to review. I hear nothing for 10 business hours and now am asked to wait 3 more hours and if nothing happens to re-email my picture ID. I compliled again and still haven't heard anything. I now have my power shut off because they decided to lock my card so I cannot make any purchases.

I agree they are the ones stealing the funds. Almost 200 dollars in transactions were taken off my account without a pin number. I tried to get an investigation going and was transferred ten times and asked the same information every time. It's meant to frustrate you. Then they have the combative argumentive person at the end of the line screaming and talking to you with all disrespect after you had been patient and calm through hours of shenanigans--this after having to wait more than a month to get somebody on the line through endless holds.

Finally, when they were supposed to give me pertinent information the pretense that the connection had broken up and the hangup. Then the whole charade over again.

They are just having a good time at the people's expense laughing.

This is your government.

Tormenting people for the hell of it.

With computerization there's no need for there to be a single hold, or wait. Everything could/should be automatic--even transaction disputes.

But I read how people are getting the runaround in any and every way over something they worked their whole lives for and many need desperatedly,

And a lot of it from people who never put a year into building this land.

I'm not just talking about a certain group. A lot of people of all ethnicities are on SS, and getting the same bs., after giving their whole lives to a contract that they invested in.

Do those people care?

They are stealing the funds and the government know what they are doing to the people.

The stress is literally killing people and they know that too.

When money is stolen from SS recipients, they should be reimbursed immediately like credit cards companies do. If after an investigation, fraud from the claimant is found then you take action. They always have access to the funds so they don't have to worry about not getting the money back. A lot a people lives depend on getting their funds when they supposed to get it.

People take their lives behind this b.s.

Direct Express is stealing the money. They locked my account the first week after I got my card.

They said I tried my password too many times when I only tried it once. And it was right, because I had the app on my phone and I had the phone remember and fill in the password.

They didn't want me to be able to monitor my transactions online, without having to call them all the time when you can never get them.

It's clear to me they plan to steal from certain people from the beginning--the most vulnerable and voiceless.

The government read the internet like I do. They know what's going on.

I'm going to transfer to another bank. but it'll probably be the same thing, or they most likely will pull every stunt to make it as difficult as possible

On April 6th 2023 I called direct express to notify them that my brother has had 4 different transaction taking off his card that totaled the amount of 509.00dollorsI gave them the names of the places the dates it took place and the time.I tried to report the faurd to have a investigation take place to get the money back and after a hour they told me I had to call the people who took the money.I told them that I wasn't the investigator that it wasn't my job,and they hung up on me.never got to file a despute.now when I try calling them back and I put in the card number I get hung up on right away.I personally think that direct express are the ones taking the money off peoples cards.otherwise they would be trying to help the customer instead of expecting the customer do there job for them

No one ever answers. This is a shameful breach of trust and the company needs a thorough and complete review and overhaul. I've been calling many times daily from 4/1/2023 to 4/6/2023 because I received an email response to my HCH REQUEST asking me to contact customer service. The line always responds with "we are experiencing heavy call volumes, please try your call later" message.

I've tried at all times of day including 1 through 12,am and 1 through 12 pm. There is no time that the line gets answered. [protected] is the number I've been calling. Please help

I haven't got my express debit card with $875 dollars haven't received any dam thing it should of been here last wednesday now I been calling I can't get with a got dam agent y'all full of [censored] I can't pay my got dam [censored]ing rent or bill I have not pay since february cause in march somebody [censored] up put my on my old debit express card which I had lost I did made stop to it they dumb go put money on my express debit card dumb muthafucka yes I am [censored]ing pissed about to loose my [censored]ing apartment here in houston texas errin taylor 9220 nathaniel st apt 930 y'all need to get off y'all [censored]ing [censored] send my got dam express debit card stop [censored]tin

Last month, the money I have been receiving from Social Security since 2020 did not appear in my account. I was told by a few representatives on the phone from Direct Express that Social Security never sent out the money. I went to the Social Security Office in Allentown,PA and was told that Direct Express received the money and placed it in a different account that Im not familiar with. I called Direct Express after I left the Social Security Office and was told that someone closed the account that I have been using without my permission and blamed Social Security for not sending the money to the right account. I went back to the Social Security Office and was told that Direct Express made the mistakes of allowing my account to be closed without giving me a notice and directing the money elsewhere. I don't know whether the money is still in the custody of Direct Express and someone is refusing to release it or whether someone hacked my account and closed it to get the benefits. This issue was resolved days later. My money went missing once again. Social Security sent out SSI Payments to individuals on March 31st and my payment did not appear in my Direct Express Account. I called Direct Express Customer Service multiple times and was told the money went to the wrong debit card. I was told the issue would be resolved within 3-5 hours and so far nothing changed. I had a supervisor from Direct Express cancel out the debit card that had the money on it and attempt to transfer the money to the debit card I have right now. He said it will return to the debit card I have within 24 hours and as of right now I still did not receive it. This is the second time in one month that Direct Express has mishandled my money.

on June 15 2022 a charge was made against my card for $112.60 by a company called YOUTRYV. I brought this to the attention of Direct express and they said they would investigate. It was a couple months later and the money was returned to the card. within 48 hours it was taken out again and when I asked why they said that they know for a fact that I made that transaction. I have no idea what this company is and after several attempts to reach them by phone and email I got no results. I spoke to several people from your company and they really were rude and accusatory with me. this money that was stolen is my daughter's social security money. upon doing research on the company we may have discovered that they make supplements for body building. I am not sure. I hope you can do the right thing and return this money to us. thanks for your time. Roberta Avila

Direct Express debit card not working at all for a month. I have been calling and sending the documents they are asking for like birth certificate, Government picture id and social security card. They keep deny us and ask why and they say we don't know why. I said can you ask the verify department and they say they're not in today. I said can you find out what I need they always say call back tomorrow. Below is my info:

Case # [protected]

Maria Mantas

17 Filipou Plyta

Athens, Greece 11522

SSN ***-**-0669

Card # **** **** [protected] security code on back of card) expiration 9/30/26

$932 social security monthly.

Birth certificate, social security card government issued photo id with my birth date was already sent with no reason why it was denied. Please tell me what else I need to get my card turned on. I am 80 years old with no food and money. My phone number is [protected]. My alternate phone number is [protected]

I contacted [protected]@my.usdirectexpress.com at Direct Express Estate Claims on February 18, 2023 and submitted the documents the customer service rep told me to send. I received a email stating that my claim had been received and an Analyst would be assigned to my case.

Ticket Number - [protected]

Ticket Subject - Claim Scott Hazelrigs

Ticket Queue - Direct Express Estate Claims

Ticket state - new

I have NOT been contacted by an analyst. I sent follow up emails on March 1, March 6, and March 14, 2023.

Please have someone contact me about this claim. Scott passed away on April 16, 2022. I submitted the affidavit and death certificate. I am Scott's sister - Greeba Jo Mobley and one of the beneficiaries listed on the affidavit.

Thank you.

Greeba Jo Mobley

[protected]

My debit card now was stolen and there are several [many] fraudulent charges charged to my acct, mostly from Atlanta, GA. I canceled my card called your cust serv no told them what happened got transferred to another party that never answered was on hold twice for 1 1/2 hrs each then was hung up on how do I talk to a real person about this? I only have the information included on my statement. Date name of business date and amount

Trying to access my account to get a printed statement. Unable to do so. The system is down and the representative must post a ticket and we must wait 2 business days before a return call. When I asked for a ticket number for verification, he said the system does not generate one, we just have to wait on the call.

When I asked if they could mail on expedited. He said it takes 10 business days!

In 2016 I lost my partner of 20 yrs and had to appoint another person to be my payee. I appointed my brother and I didn't have any problems until I moved to Washington state. The pandemic started happening and everyone was talking about the stimulus money. I didn't think I qualified so I didn't apply until late. I began to wonder why I hadn't heard anything from the IRS and started calling to check if there was a issue. I spoke to the customer service representative and was told that the money had been placed in my SSI account. I stated that I had stopped receiving SSI due to my brother not wanting to be my payee any longer. The IRS agent stated she would run a trace and found that it was placed on the Direct Express through Comerica Bank. I proceeded to do all that the IRS asked if me and filed all necessary paperwork with other agencies. The IRS gave me a advocate and by than it had been over a year. The IRS received very little information from Comerica bank regarding the stimulus money. The funds were deposited, the amounts and the dates that this all took place. The IRS also stated that I had filled and didn't put social security numbers for my dependents. I don't have any dependents. I don't fill taxes due to receiving SSI. I have contacted Comerica Bank and Direct Express on numerous occasions and have been told that they can not help me with this issue. I'm currently homeless because of this and heartbroken that my own brother has done this to me. I feel that the bank is responsible for the return of my monies. With such a large amount being removed from the account, I would think it would need the approval of the two people associated with this account.

I try to purchasr merchendise on line, card blocked, try to transfer money card blocked

1) 3.8.2023 transfeted from customer service to other department to undlock the card - on hold fot more than one hour 9.30-10.30pm

2) 3.9.2023 transfered from customer service to other dept. on hold from 12.20-3.20pm ( 3 hours )no one answered

3) 3.9.2023 transfered from customer service again to other dept to unblock the card waiting again from 7.40-9.40 pm ( 2 hours ) no one answer

My card was locked around 11 am est today. When I finally got a ride home from the doctors office I’ve been on the phone since 1 pm. It’s now 8 pm est. i was put through the runaround and I’ve now been on hold for 2 hours on two different phones to have something done with the white list. Is it simpler to issue a new card and deliver it to me fed ex or ups at no charge?

It says on one app it cannot use pre paid cards. My direct express is a debit card