Direct Express
Reviews and Complaints

I have been calling all afternoon trying to ask questions about my DE account. Unfortunately, majority of your Customer Service Representatives does not know how to deal with customer's concerns. I first spoke to an "ELIJAH" #"8122297" Rude dismissive, yawning. Asked for my SSN which I gave! Asked for sup but hung up on me.

Then spoke to FABIAN #8382038 same attitude! Spoke to JOANNE at this point I stopped asking for their number. Hung up on me or disconnected! who knows!

Spoke to CHRISTIAN polite and professional. He transferred me to ANTOINE.

Spoke to a "Second level" CSR named "ANTOINE" VERY ARROGANT AND RUDE! HE SHOULDN'T BE WORKING THERE! Told me after asking my information and I quote, "Now I can I do my job and call the supervisor?" Then ELENA, EDGAR, Finally JACQUELYN polite as well. Tried to connect me to sup but disconnected! HOW MANY PEOPLE DO I HAVE TO TALK TO GET TO A SUPERVISOR?

I’m 58 years old on disability, I have lost the ability to walk and now confined to a wheelchair. I recently received over a years worth of back pay totaling over $12,000. Deposited on July 24,2022. I have been locked out of my US Direct Express card since mid august 2022. I was told to send copies of my state ID, (which they denied because there’s no expectation date on the card) so then they required copies of my legal birth certificate (which I provided) and copy of my social security card (which I have provided) they now say they haven’t received them yet (via email I uploaded and sent my info) but supposedly they haven’t got the instant email, in fact they have not even provided me with a reason as to why this is even happening to me. It’s nearly impossible to speak to someone and when I do I get the rudest customer service reps I’ve ever dealt with, I’ve been hung up on several times, calls fail or dropped and meanwhile time just keeps flying by.. I NEVER REPORTED ANY UNAUTHORIZED TRANSACTIONS I HAVEN’T EVEN HAD A WAY TO CHECK MY ACCOUNT BALANCE OR TRANSACTIONS IN OVER A MONTH! I will not be liable for any money taken from my account from the time Us Direct Express put a freeze on my account to when they decide to unfreeze my account! But as for now I have complied with all they have asked! And they have not given me any kind of explainations WHY THEY LOCKED MY ACCOUNT TO BEGIN WITH! Like I mentioned before I’m 58 in a wheelchair on disability, I’m over two months behind on rent and fear I’m possibly being evicted!

I never disputed or suspected any sort of problem! UsDirectExpress has done this with out my knowledge and permission. But here over 30 days now I’m left moneyless and clueless! Please someone help me I need my money NOW !

Sincerely, another victim of US Direct Express! September 2022

I have called so many times, my crud has been blocked ever since I got it, for wherever reason you all think you can decide when someone uses their card or not.

I called got in touch with someone, the person told me what to do I did it my card still blocked, I have called and spend hours upon hours on the phone waiting, no one comes to the line to talk to me.

My husband and I want our money and you all got the card blocked.

Do something about it.

I am going to file a complaint to HR. I am 83 years old and can't be waiting for you all, I will figure it out I promise.

I've been charged on 2/10/2022 $88.80 and 2/10/2022 $6.89 and 4/11/2022 $119.28 and 4/12/2022 $39.97 and 4/12/2022 $89.99 and 4/24/2022 $$5.00 and 5/1/2022 $79.95 and 5/4/2022 $159.96 and 6/04/2022 $79.95 and 7/04/2022 $79.95 and 8/04/2022 $79.95 I filed a complaint on Friday and cancel my card and know nothing about any of the charge's how do I solve this

My Mother whom I live with and take care of has been having an issue with Direct express all summer long. Originally she was on SSI for chronic disability due to sciatica and fibryomyalgia. Her SSI and now survivors benefits have been acquired through Direct express card which she used for over five years. In June my mother decided to switch from Direct express to her bank account because her latest card was not working. When we called their customer service for help absoultely no assistance was given. the woman claimed to not ev en know what happenedx to my mothers money. Thank God my mom whom had a one time card several months ago for another issue was able to access her money. However after this she was not able to find her money for her bank claimed direct express never deposited her money. We have been crisscrossing her bank social secxurity asnd direct express with no answers. Apparently Direct express never switched my mothers account from their server to her bank account. Aftert reading many comments on this board I realize Direct express are criminals dpoing this on purpose to take all of our monies. So, mething needs to be done and both my Mothert and myself are going to do everything we can to correct this issue for ourselves and everybody wronged by this heinous company of criminals which should all be in jail. To everybody in the same position my heartfelt apologies go out to all of you and God bless everyone.

Card doesn't work anywhere. Not for POS, Can't withdraw out of atm and everytime I call customer service it says we are experiencing high caller volume call back another time and then line disconnects. I was signed up for this automatically somehow through the social security administration. This is terrible. I can't pay none of my bills or access my money at all. HELP... someone please help

This is getting ridiculous, money is deposited and works 1 time then all transactions are declined, rent needs paid, bills, medication for people and when callling the system says "Due to high call volume try again later" and hangs up. We and many others have been trying for days and now nothing. can not get access to money in any way shape or form with no answers. THIS IS PEOPLES LIVELYHOOD. Went on to social media and its so many people having same issue

Hello my name is Pamela griffin I had to call direct express customer service today to unblock my debit card and I was spoken to in a hostile way why ? why as loyal customers do we have to be treated in this way ? I tried several times to explain to the customer service representative that her phone was to low and I could hardly hear her speaking it was just terrible but she went on to say that there was nothing wrong with her phone and continued like that in a argumentative manor . I had to wait for about 1 hour and 50 min to speak to customer service and she was so rude . I have no idea why my card was locked in the first place . She could not find my account at first so I had to be verified. I want to bring this to direct express attention because this is not fair to people as a loyal customer. Please help I was so traumatized behind customer service

I Had Both My Social Security And Disability Payments Coming On One Card. I Never Requested That They Be Put On Seperate Cards, But That Is What Happened, And I Have Not Recieved The Card That The People At The Call Center (Conduit) Stated They Sent Me On August 26, 2022, So Now I Cannot Pay Rent Or Any Of My Bills, And I Cannot Even Have That Money Sent To A Bank Account Because I Don't Know The Number On The Card They Said They Sent, But I Never Recieved. I Need Help With This Fast, Or I Will Have N o Other Choice But To Get An Attorney On It, Or Put It Out In The Newspapers Or An Ad.

My card was used to make a $200 POS purchase without my authorization on June 6th 2022.Upon noticing the discrepancy in my account I went to the merchant on June 13th 2022 and obtained a receipt for my actual transaction which was $388.50 paid in full cash. The merchant server within the POS system was taking already 20 minutes when I cancelled the use of my card and then paid the full amount which I provided the proof with my dispute paperwork and submitted to the dispute department. A provisionary credit was provided on 6/24/22,reversed on 6/25/22,again reversed on 6/27/22,credited again 7/15/22.On 8/3/22 the scheduled deposit date for my US Treasury provided Federal Funded Social Security Disability Benefit, I noticed my balance was immediately again $200 less then actually should've been. I called Direct Express to ask to kindly correct the mistake which was self evident not only on my statement, but upon the eyes of the several Level 2,and several Supervisory positioned representatives of the dispute department which sent numerous expedited requests to correct the matter. Upon following up dozens of hours on hold waiting for a live representative, and waiting weeks for my funds to be returned to my account, the response was now there was no error and I am not owed the $200 that was skimmed out of account. I was purposely disconnected after pleading with the dispute department that my bank statement reflected the mistake on the hands of DE, and by no means my mistake. But actually now after following up the representative now states that her records show that DE gave me $200 too much which was preposterous. I was spoken too with no regard for my claim, rudely hung up on, and have even heard several different versions of the transaction history on my account which is now lying to my ears. The ears of a disabled veteran that served his country and now my Federal Funds were being stolen from my account. I notified on seperate complaints to the Inspector General,The PA Governor's Office,and waiting for an advocate to make aware at the Social Security Administration.Since Direct Express is so deeply engulfed in skimming monies out of bank accounts of the needy,maybe someone will investigate on the Federal Level ,get my funds returned to my account so I can cancell my banking services with DE and utilize a more reliable banking financial institution.The level of disregard for the decompensating quality of life I suffer because of these banking games with my money and unprofessionalism,arrogance and disrespect should go fully punished by the US Government to all at DE.I want my money back now as it still reflects on my mobile app statement for which I am debited 1 too many times for the provisional credit and due to be refunded my monies.

Not enough room for explanation. These are the main points as to why seller was fraudulent.

Seller shows pics and says item location is in California.

Seller is selling large lawn mowers.

Seller submits proof of ENVELOPE delivered from CHINA

Lawnmowers don't fit in mailbox

This is fraud! Your investigation was useless

explanation submitted as jpg

It is a pity that the U.S. Government requires social security recipients to have their much needed social security benefits that they worked and paid for deposited with Direct Express that will often deprive access to the funds. Often cards are canceled for no reason without any notice leaving many with no way to pay for food, electricity, and other necessities required to live. If the card holder survives an extremely long wait on the phone, he or she will be told the only solution is issuance of a new card that will take two weeks to receive. Often a merchant regularly paid by the SS recipient with the Direct Express Card, all of a sudden without notice, will not be honored depriving the card holder access to the typical goods or services. A call to Direct Express will result in a very long hold period after which the company cannot provide a reason for the inconvenience. Only if pressed Direct Express will finally state the merchant, for no stated reason, was black listed. Only if pressed Direct Express will advise that a temporary whitelist can be issued to allow payment to the merchant (who must not have been so bad after all) for a period of three to four days after which the blacklist will go back in place. Just when the needy card holder thinks he can make a purchase, he or she is told it will take two hours for the whitelist to go into effect. After waiting much more than two hours the card holder will call back and wait for a longer period on the phone until being told that the process will have to start again with no explanation of why the first promise failed. After waiting much longer than another two hous the card holder will discover his card can still not be used. He wait on the third call is even longer than the others. The cardholder will go through the same lengthy process and, again, furnish a lot of verifying information only to listen to the same worthless speech; when he or she tries to inform that this has been done to no avail two times before, he or she will be told that he or she tries to interrupt the call will be ended. The call will result in the same promises that will not take place. The fourth phone call wait is longer still evidencing a common problem. for card holders. The representative on the fourth call is even ruder that one of the prior three (two out of the four actually tried to be cordial). This representative will listen to nothing and require the same lengthy nonsense; she will never respond to, “will Direct Express can get it right this time.” By this time the card holder if overwhelmed and has no faith has or her card can be used. By this time it is past bed time of the second night since this started. The card holder assumes the card will be useless when he awakes.

At the end of June 2022 I noticed various charges on my Direct Express card that were not mine so I contacted customer service and stopped the card and filed a report. I then sent in all documents that were asked. After waiting on hold over 8 1/2 hrs on one call and never hearing back from them I was told the claim was denied. I finally received a reason which (none were valid). I then called back at the end of July asking to get all supporting documents that were used to deny my claim. After still not receiving documents I called back on 8/1/22 and the cust. service agent told me she could see my request in the system but didn't know why they didn't send them and she would request them again and I should receive them in 3-5 days. .On 8/10 after still not receiving them I called back for a 4th time and was told they requested them again and if i didn't get them in 2-5 days call back. On one of the fraudulent claims I contacted the company directly and they said they can see it wasn't my charge so they reversed the charge in a matter of 10 minutes. Unfortunatly due to privacy laws I am unable to get these crooks information even though they have mine. Also all of these charges were charged in a different state and some were done the very same day I had charges in my own town. These charges are done online so I don't know why they cant take the information (shipping address) and trace it back to the criminals The product they bought with my card had to be delivered somewhere ..So track it... These are very obvious that the charges are not mine... All I want is the paperwork that I am entitled to BY LAW... If I can call a company and give them the proper information and they reverse the charges in a matter of 20 minutes then I expect Direct Express to do it also.

Because I couldn't get a hold of an employee of DE through the phone number, I got frustrated and went online, thought I was on their business page, and gave out all my personal info to who I thought was an employee. I was scammed, Long story short because of the incompetence of Direct Express I now am one of the millions of Identity theft victims.. I did close my account with them down, but wow is it a pain in the butt to get out in front of Identity theft, all the companies you have to call, credit reports you have to freeze, police, FTC, Etc.

All because these people do not know or care to do their jobs properly.

They should be shut down and Investigated.

Do not bank with these idiots you will regret it and may become the victim of Identity theft like I was

On June 3rd 2022 there was a charge on my debit card for $ 99.95 and I noticed the charge by the 9th of June and reported it. The dispute center opened a investigation and denied my dispute stating no error accured. Since then I did my own investigation and over twenty poeple have reported fraud from the same website. I know now that direct express sides with criminals and not the law biding customers on a fixed income.

My money went into my account on the 3rd, I have made 33 calls to Direct Express and 2 to Coamerica Bank. I have been unable to take any paper funds out of my account. Have not paid my rent and am incurring late fees. Was told one day to wait 2-3 hours, waited, then 2 hours waited, then another 2 hours waited. Just want my money, filed fraud report for 39.99 if they want it they can keep it, give me what's mine.

On 05/05/2022 I called to check balance and found out I was almost $200 overdrawn! I have never been over drawn in approx 5 years! Now I'm being treated like CRAP! Was told I authorized 15+transactions with a zero balance! DUH... Direct express authorized it! Not me! I just get to pay! Will not tell me what it's for or what they say I ordered! BS! I am still waiting for my mystery order! I don't see why you think you can screw with MY money! Fraud! I damn sure can't do it but you think you can?! I will get an attorney and get my money plus some! I'll find out who you let into my account! You are just as guilty! I'd love nothing more than to sue your [censored]! You are just as bad as the thieves who took it! Far from over!

I contacted Direct Express on June 30th after checking my account balance finding out someone somehow got my card info and made charges totaling almost $900 all for same small amount same day like 40 times and Direct Express didn’t question. So they cancelled my card and mailed me paperwork to complete within 10 days to get a provisional credit. As soon as I received it I completed all and faxed it back to them. Fax was busy 24 hrs a day. I called and after waiting on hold for two hours I was given an email address to send it thru. If I mailed it back it would not get there within the 10 days to get credit. I received a confirmation email was received. I called two days later to follow up and was informed their employee gave me wrong email address. So they gave me a different one so I resent again to new email. Called next day to follow up on my credit now they say I was 1-2 days late getting back paperwork so I have to wait 60/90 days for my money. It’s not right. It was their fault I couldn’t get completed papers to them within 10 days. I didn’t receive the pkg from them thru regular mail until 7th day then they gave me a fax I couldn’t use and wrong email to send it to them. Each time I call them I’m on hold for 2-3 hours.

I was arrested in Dearborn, Michigan from the Amtrak train on July 4th 2021. I still do not have my property from that arrest. My remaining balance was 113.26 when I checked my balance in wayne county jail. Potentially my card may have had more on it before I checked my balance. Fraud services stated I had $166.65 on my card. I still have not recieved a refund to my new card where $14 was debited from the remaining balance before I got arrested on July 4th 2021 and released after extradition to Cook County Jail for case number 21cr 0236001 and [protected]. I was released on Electronic Monitoring then modified the court order at court as my own attorney to I Bond for case 21cr 0236001. Similar to being on I Bond for now resolved case [protected] which was a misdemeanor in court room of Judge Panarese at 5555 W. Grand in Chicago, Illinois where I was my own attorney and filed a motion to travel while case [protected] was pending, now resolved as No Contest due to sentancing guidelines whereby Judge Panarese gave me credit for 100 days although in custody of Wayne County then Cook County sheriffs consecutively since July 4, 2021 through June 7, 2022. And misdemeanors carry a sentance of MAX 1 year in county jail or penal institution not the Illinois Department of Corrections. Still pending case and the afformentioned case are permanently ruined by state and country constitutional law as evidence to prove my intent and innocence are still not available despite attempts to subpeopna Discovery as pro se counsel and by attempts to have counsel of public defenders office return my property. This includes my debit card that I used on [protected] which is the site of Trump Tower where I had money to rent a room and used my last debit card to inqure about insurance for a hotel room. The ATM is to the left of the bathroom on the same level as the desk on the hotel side of Trump Tower. I also had an account with fifth third bank down the opposite street of Trump Tower on Wabash and across the Chicago River. On State street and wacker.

they said if i faxed a dispute form to them they would go over it and put a provisional credit on my card until they finished investagation and they didnt give me a credit and when i called they said they had 45 days to do so..they have 45 days to investigate their suppose to give me the credit.. its the second time theyve done this to me.