Direct Express® card Reviews 280

My husband is severely disabled, he cannot speak or walk. Along with being his wife of 20 years, financial and medical power of attorney, as well as the legal designated payee. We cannot access his money in a timely manner and when I called for help, decide from waiting on hold for over 45 minutes, when I was finally connected with somebody named either Leanne or Louann (not very clear because she was adamant about not repeating it for me along with refusing to allow me to speak to a supervisor). She told me that we can use cash app, but only up to $75. His rent was due a week ago… as it is Social Security doesn’t cover a third of the payment… never asked for direct express, we were perfectly fine with paper checks, but this was done automatically. She asked me who name the card is in, and I told her it was in my husbands, but that I’m the designated payee and I have the letter from Social Security to prove that along with my notarized copy of my power attorney, as well as the fact that I’ve been married to the man for over 20 years. I would say that I have never experienced someone rude, disrespectful, altogether… but that would be a lie because over the past year and a half I have seen how the most needy and vulnerable members of our society like my husband are discriminated against and abused by people like the woman I spoke to. She was yelling over me when I was asking questions and she was downright terrible. at one point, she said “that I needed to calm “. Pretty much I was told that I’m making a big deal out of something and she didn’t really have the time to deal with it. I was very professional on the phone although I’m sure the desperation could be identified to somebody who had to keep ability of empathy. I asked to speak to a supervisor and she told me because my name is not on the card. She can’t verify the account therefore she can’t get me to a supervisor and then I had to call Social Security. I’ve been dealing with this for quite some time, and I told her that I have all the documentation that Social Security will give. I just need to be put in touch with somebody that has the ability to do something about it and it seem to be a bit above her pay grade that that’s why I need to speak to a supervisor and she outright told me no…. Degrading discriminatory things that I won’t repeat here. I then took it upon myself to Google direct express complaints and I found a number to call. When I did this, I was putting in touch with the direct express customer compliance department. When I started explaining the situation, I was cut off and asked again whose name was on the card very curly and then she hung up on me.. three phone calls to that it might be dealt with. I’ll tell you what it won’t be dealt with and I better cross my fingers that my disabled husband and our 13-year-old daughter do not get evicted in the meantime. I wish that this problem is unique to direct express, is definitely one of the worst but certainly not unique. Any of the systems that are in place to protect my husband seem to be the ones that hurt him the most. I thought maybe I was grasping at straws, saying that he was being discriminated against or pushed aside because he can’t speak. I am 100% sure now that I am not overreaching. This company’s customer service along with things like motive, Care, Magee, rehabilitation hospital, Keystone First, Jefferson health and more have made it plainly obvious that my husband is not their priority and made it as difficult as possible for me to be able to advocate for him. He has been pushed to side, neglected, his healthcare and his safety has been sacrificed as a result of apathy and laziness… dignity being able to access his own money have been taken from him and the people that are supposed to help have made it worse, hard, and less of a person because he’s disabled. I’m disgusted.

My debit card account which I use to receive by Social security benefits, is now overdrawn into the negative, due to an alleged transaction made in the early morning hours on a national holiday, (July 4th) at a bank that wasn't even open! This transaction was fraudulent and never occurred. Thereafter, I spent a total of three hours on hold waiting for a representative to rectify the issue but to no avail. My card was canceled and I've been given nothing short of the "run around" treatment since my reporting of this incident. In addition to that, I HAVE to pay for the card that was canceled to be replaced! As soon as this issue is resolved. I'm done with this bank. Their representatives are rude and obnoxious and nothing short of oblivious.

DirectExpress please do not use this service it is no good they harass you after you provided all document. Customer reps yell at you and don’t help you. Everything is verified even by Social Security Administration and still keep your funds. A customer rep ask my mother what medical condition she has. I have been on hold for than an hour and off an on all week.I would rate this company a zero.

The following as of today (7/4/24) has been resolved as of today online transactions are working again, it took 3 to 4 days, I used my card for several physical transactions within that time frame which may have helped including an ATM withdrawal. As of this matter being closed, I am giving Direct Express a 2 out of 5 stars instead of 1 out of 5 because their customer service is a horrible experience, hold times are long, the hold music will give you ear worms.

However,

The staff are friendly, but the overall speaking to customer service rep experience is time consuming and frustrating

I couldn't pay half of my bills, online transactions were being selectively declined, some worked some didn't that used too, I contacted their customer service 3 times one 6/2/24, tried using the card physically to make a transaction with my pin which they said would work to fix the problem (it didn't),

I tried resetting my pin (which another customer service rep said would fix it (who also misgendered me), again it did NOT, I know shocker), nothing worked, their customer service just kept suggesting things I already did, and now my phone service is shut off and transactions are still being declined to various places.

I asked if they could unlock the fraud alert thing or if there was another person I could talk to who could and never got a direct answer from any of them, one of the agents misgendered me, total bs, I am planning to set things up so my funds go to my bank account directly, I never had problems this bad in the past with my Direct Express card, and it just happens to be on the same month my other actual bank account has no funds, it feels like a conspiracy to screw me over and make me angry.

The following part got resolved here on 7-3-24, the money just wound up put back on my Direct Express card :
"I even tried to transfer money to my checking account, it was deducted from my direct express account, fully approved and yet it is NOT in my checking account so far it's been 24 hours and said it can take 3 days. I even had sites like Google play that were working to transfer money to a couple days ago for payments that are now also being declined."
I've had this card for years, never had this many problems until now, and now that my phone service is shut off I can't even call them to dispute it!

Nearly impossible to access your money. It appears any transaction over a certain amount (a secret amount that no one at Direct Express can tell you) is rejected. Don't bother trying to call. After tens of minutes you will find that the human on the other end of the line is only trained in apologizing. They cannot approve the transaction or connect you to anyone who can. They'll tell you to try to break the payment into multiples but can't tell you how much each payment can be or how many they will accept. It's okay though because retailers and the customers behind you absolutely love watching you guess your best and repeatedly fail. Embarrassing! Try transferring to another bank? Good luck with that. The app appears to accept the transaction BUT you also have to send an email with very specific information. However, even after you do that, odds are not in your favor. I'm still working on my bank transfer.

Lost my card end of April and since then I've received a new card. Call to unlock the card "Please submit your ID": OK done, account unlocked but won't work on International ATMs. Call Back "Please submit you ID", Account locked again. The call center script readers don't understand, and don't listen that I'm in Germany.. This doesn't match to their script. I love the non-secure ID transfer to speed up Identity theft. If you get a positive response, it's gone when I call back again because the ATM stated "Use is Not authorized". After the Inquisition "Please submit you ID. Here I go again. I'm asked every question except to submit DNA and fingerprints. This is presently in the 7th round and no hope is in view. My account is held hostage in a never ending paper chase. Apparently a US Passport isn't acceptable means of ID and how do you Photograph the front and back of the picture. Do I do all 52 pages? This is worst then or equivalent to,
dealing with the FBU is Frankfurt.

1 June and waiting... The interstellar speed of theis organization is fantastic. Good that bids are in for a new provider.

Well my daughter hasn’t received her deposit. It’s been months. And all she gets is the runaround. From what I see. This direct express takes advantage of the disabled.

These folks could have expedited my card but instead choose to leave me without it's unacceptable and i'm going to make sure it dot happen to no one else,I have no money for food and this is bull

I ordered a total of 3 items from Amazon04/01/24. I was charged a pin -less transaction for all 3. I returned all 3 items via Khols to Amazon on 04/04/24. Amazon refunded back to my card 04/04/24 total amounts.
Direct express refuses to credit my account the refunds. Told me I had to dispute. Sent me paperwork to fill out which I recieved by USPS on 05/01/24, but it stated I had 10 days from DATE of letter 04/21/24, to return dispute papers with documentation. I returned all on 05/02/24. Amazon did charge my card. Amazon did refund my returns. Direct Express refuses to post funds credit funds back onto my debit card. This is theft by direct express. Total amount of refunds from Amazon that Direct Express refuses to credit back onto my card is: $61.98.

my direct express card came and i call the number to activated n i mark my info in it keep popping up invalid so i call customer services and they all nasty n disrespect so i did the same back to them..so my card is not activated customer services didnt help with my activated

So I had a claim that I submitted well too that I submitted and September I actually got a refund for one of them which they called a temporary one two days later they took it back and then put my card in a negative standpoint the next month they took the money off of my card to pay it back After calling them every day and still calling them to this day. We are now in March 2024 that was September 2023 I still have not received anything I got a letter and December and which I called them about saying that I’m supposed to be issued a refund of the 150 that they took from me they keep telling me that they cannot find the letter that it is coming and just to keep calling these people are a bunch of crooks they still from us who are Poor independent on our income of Social Security. I have switched then since to Chime and I’m still calling to this day about the 150 that they owe me that they promised me. I also submitted a claim for a double charge for Walmart for $94.16 . It fell off my card after 60 days and they still would not give me back my money because they said that the claim had closed and that it is too late someone did call me back after I put a review on the Better Business Bureau and she told me that I will not be receiving any money back because The double holds skews me double charges says that I have a relationship with Walmart so therefore my claim is not violated. I don’t know why Social Security automatically suggest for us to use these people, but they are a bunch of crooks they do not help you their customer service is ridiculous. No one calls you back, so do not expect that. I do not expect to get any money back because all they will do is give you every excuse in the world. Do not give you back your money.

She played phone tag with me, then never called me back.
Nichole and I’m a Cardholder Advocate with the Direct Express® program. We recently received your inquiry, which was forwarded to us by our partners at Comerica, regarding your Direct Express® Debit MasterCard®

I am contacting you because you have once again failed me to get my new card and dispute form to me before the determination
date either Thurs or Fri.

Doug Schwartz
494 Boston post rd 103
wayland ma 01778

I have been
claim #17641639990
Faith - ref. -was verbally abusive toward me she swore.
At this time as soon as this matter clears I'm closing my account.
Your service has been horrible and it takes forever to reach you.
Faith told me to listen to something after the call but she disconnected me.

I have dealt with paypal today. For your lack of follow through.

You should be ashamed of the way you treat customers. Your supervisor was also rude and yelled over me/ at me.
This abuse has to be stopped right away.
I was worried beyond belief about the $2,060 that vanished because you failed to contact me and ask if this charge was real.
Like you used to do. No one there gave a f-ck of how this nightmare affected me. And your creep and jerk Faith made it 10xs worse. Then the fraud itself.

I'm scared to EVER call you again. I will not tolerate any abuse from any employee. So you MUST do this by email. I WILL NEVER CALL CUSTOMER SERVICE AGAIN I HOPE WE ARE CLEAR!!!

Mon, Jan 22, 11:30 AM
haven't gotten my new debit card, you need to either send or resend asap! I need my money to pay bills!

give me your st address? ill put my request in writing.
no response

On

D L
Mon, Jan 22, 12:17 PM
to Advocacy

I DON'T FORGIVE YOU OR YOUR COMPANY UNTIL YOU MAKE IT RIGHT, GET MY CARD TO ME. CLOSE MY ACCOUNT AS OF FEB 1ST ONCE MY SSI IS APPLIED.

SINCE YOU'VE MADE THIS MUCH WORSE.
GONNA HAVE SOCIAL SECURITY CONTACT YOU AND THEM DIRECTLY. aND THEN CLOSE MY ACCOUNT. SINCE NO ONE IS LISTENING TO ME.

the only way i would subject myself is if you do a 3 way call. otherwise i will not be contacting them.
DO YOU NOT UNDERSTAND I WILL NOT EVER SUBJECT MYSELF TO ANYMORE ABUSE!!!!

---Got email they didn't shut down my account as per written US Mail request. This company is nothing but fraud.
A deposit will be available to your Direct Express® debit card on 03/01/24 at 1:00am ET/12:00am CT.
I have no card, and they failed to send 2xs, then they fail to close my account twice.

I've already open a new bank account, but can't fund it, change banks it with my SSI check until they close my acct and mail me checks.
This is what SSA office told me. SSA office was no help. And I called 3xs more and their circuits are always busy.

On giftcardrescue

Option 2 – Write to Direct Express Card
Sometimes, the best way to get the fasted response is through the old fashion way – snail mail. This is true when disputing a fraudulent transaction.

Here’s the mailing address to write to Direct Express:

Direct Express
Payment Processing Services.
P.O. Box 245998
San Antonio, TX 78224-5998If you are writing to dispute a transaction, you must include the following information regarding your dispute:
Your name and Direct Express Account number.

So I put my request in US Mail in writing Wed Feb 7th, to close my direct express debit card. Still nothing I've had it why I'm involving you at this time to get this taken care of once and for all.

I said I'll give them 3 weeks to respond. That was Feb 28th. And nothing. Even my acct with check notice going in.
I want to close my account, and never do business with this fraudulent company ever again in my life.
No one is listening.

On January 27, 2024, I attempted to purchase an item online for $29.95. My Direct Express card was declined and I thought i would simply try later on Amazon. Less than thirty minutes later my Direct Express card was charged $199.88. I sent documentation to Direct Express but was told that this was between me and the merchant. During this process I experienced telephone wait times of over 30 minutes on several occasions. I am done with Direct Express. Customer for over ten years but no more

Someone took 218 dollars off my card in California to pay there insurance I reported it they put the money back on my card 3 days later they took it back and I haven't heard anything about it I even told them I have state farm insurance and always have still didn't back up there policy I think there a rip off I'm taking my money back off the card and going to bank

Had refund issued,company told me it was sent back to my card.evidently they need it more than me.7 day wait to get my own money back.bs and unacceptable. Closed account went to another bank.if you have any option besides them.take it.this company blows chunks

This card does not even deserve one star, but I had to put a star in it to do a review. My husband has one of these cards and on December 14. They hacked his card for over $600 and the card has not replaced it yet. They are supposed to be sending him paperwork to fill out and he is supposed to have it back to them by January 4th or they are closing the claim and he has yet to receive the paperwork. I would not suggest getting one of these cards. They are a rip off and they will not take care of you, if your card is hacked and he doesn’t use his card for anything but the grocery store in the gas station and when he pays he pays it person he doesn’t even order online and they are doing nothing to help him so I would not suggest getting one of these cards because if you get hacked, you’re not going to get your money back.

I ordered a calzone and they said a 5 day hold Ridiculous card. Can't order take out. Bought a Christmas Gift they probably put a hold for no reason again. Most of the time i'm glad with the extra effort they put in to protect from fraud but i'm not a fraud.

Both purchases approved by my payee thanks for witholding my social security illegally.

I've been a direct express customer for over 10 years and never had any issues until the last 2 years. Back in 2022, I noticed fraudulent activity on my account and contacted DE and was able to get a refund and a new card. From January 2023 to October 2023, I noticed I had numerous fraudulent charges from Amazon, door dash and lyft on my account. It total to around $1042.00. Contacted DE to dispute my charges and received only $742.00 refunded back to the card. They also reissued me another card. December 2023, I haven't had the card a month before more fraudulent activity from Amazon was on my account, so I lock the card for the remaining balance and notified DE again to dispute the charges. So I was fixing to go to Walmart to take the remaining money off the card and noticed my account was -$598.00. I called DE again at the same time receiving 2 letters from the fraud department stating my claim was approved for $138.00 and another letter stating I was denied my claim and they closed the case. I contacted them after waiting a 1hr and 25 mins, transfer 3 times but the 3rd time they hung up on me. I called a 2nd time 2 transfers and was told this time that a merchant showed proof of the fraudulent transaction so I ask what merchant they couldn't give me that information and that I have to wait a total of 120 days after the investigation in which I already waited 45 days. Told me to call back on February 4, 2024 to get answers on the investigation. It's sad social security office won't help assisting or addressing this matter. My child social security benefits has been stolen from this bank institution and I suggest a class action lawsuit against this bank. Let's come together and stop these scammers! I also filed a police report.

The absolutely worst banking experience I've had in 60 years. They literally took a month's pay from my account by denying a fraud claim that would be obvious to anyone.

🚨‼️ JUST OPEN A BANK ACCOUNT YOU COULD WALK INSIDE OF IF THINGS GO WRONG ‼️‼️ I can't stress this enough. Free ATMs?? Lies! Rude very nasty customer service. *(((Once social security send your money!! It's between you and Direct Express so think twice about it.)))* Took me a entire week to get in contact with customer support, 🥧sweeeeet apple pie in my face. I learned the hard way after loosing money but never again.