Direct Express Customer Service Issues

I am reaching out regarding fraudulent activity on my account. My direct account number was [redacted]. The card number ending in [redacted] belongs to Ramon Morales with card expiry on 10/31/21. I was incarcerated on 11/25/[redacted], during which my social security checks were directly deposited into my account for December [redacted] and January [redacted]. However, personnel at the jail halted these payments, as they cannot be received while in custody. Despite this, both months' payments were withdrawn from my account. I only was released in July [redacted]. Social security informed me that you hold records of this. This situation is concerning as I did not access this money. Kindly investigate who withdrew these funds when I was in jail. Your urgent response is required as I am being asked to repay the funds without having received them. Your prompt assistance is appreciated. Thank you, Ramon L Morales.

I encountered issues logging in, which I admit were my mistake as I use the site annually for monthly reports. After trying customer service, I waited 30 minutes without a response. Despite claims of valuing my business, the lack of timely assistance is disappointing. I consider myself patient, having raised children, but a 30-minute hold suggests inadequate support during late morning hours. My suggestion is to consider call-back options, provide accurate wait times, and expand call capacities to improve service. Waiting invests time and costs on a mobile plan, which doesn't benefit me. Improvements in efficiency are requested.

My Direct Express card was locked, and I needed a replacement. Direct Express required me to visit the local SS office to complete paperwork before issuing a new card. Despite multiple visits to the SS office with no resolution, they were unsure of the required paperwork and suggested alternative options like sending a photo of my ID, which didn't work. When speaking with Direct Express customer service reps, they repeatedly advised visiting the SS office without addressing the issue. I am still missing payment from September and October [redacted], along with a new card. I am exploring new avenues to resolve this ongoing problem.

I am Chernetta Colvin. On January 3, [redacted], I made a payment of $[redacted] at a company called the Car Lot for a down payment for my daughter, Mykalia Colvin. Despite thinking the deal was finalized and approved by the bank, unfortunately, Mykalia was unable to keep the car. I have attempted to contact them since the 3rd to request a refund, but the hold times exceeded 45 minutes. I am requesting that the $[redacted] be refunded to my Direct Debit Express card because Mykalia was not approved for the car, even though they initially indicated she was and required a $[redacted] down payment which I paid. The car lot still has their car, and I require my $[redacted] refunded. Please reach out to me about this issue. Thank you, Chernetta Colvin.

I lost my card or it was stolen. After noticing $[redacted] missing, I reported it through the mobile app. The bank said they would resolve the issue, order a new card, and refund the missing money. However, upon activating the new card, the missing funds were not replaced. When attempting to contact them throughout the week, I was repeatedly put on hold for long periods. Finally speaking to a representative, they requested authentication information. As someone with a brain injury, I find it difficult to understand their requirements. I'm in a challenging situation as a disabled individual and need help as I can't pay my upcoming bills.

I was billed $89.95 twice on January 1, [redacted], for diet pills missing ingredient information on the bottle. My doctor advised against using them due to unknown contents. There was a 30-day return policy that still applies. I contacted the pill company and they said they wouldn't charge me if contacted by an investigator verifying no dispute was filed. Despite informing your staff, I was directed to dispute the charges first. Promised paperwork was never received. After numerous attempts, holding for long periods and being disconnected, I urge for the paperwork to resolve this dispute. My name is Stephen S., residing at [redacted] Hufford Rd. Apt. A, Perrysburg, Ohio [redacted]. My phone number is [redacted]. Please assist promptly as I am frustrated with the lack of help. Thank you.

I recently received a fraudulent email pretending to be from Amazon, claiming it was for a membership renewal. The email included the last 4 digits of my card and prompted me to update my account. Concerned, I contacted Amazon as I had recently canceled a Disney+ subscription and feared I may have re-subscribed by mistake. Amazon confirmed the email was fake and advised me to contact my bank immediately. However, when I tried calling, I realized it was outside of your business hours. I am now considering closing my current card and account to prevent any further fraudulent activity. Your prompt assistance in this matter would be greatly appreciated. Thank you.

Hello, my name is Upendra Raj, and my Facebook account has been disabled. I have already reported the problem, but it has not been resolved. Please assist me in fixing this issue promptly. I am grateful for your help and I hope for a quick resolution. Thank you.

I've been attempting to access the website to log into my account. A temporary password was provided by the service for this purpose. After entering my username and the temporary password, I was directed to a change password screen. Despite following the steps by entering the temporary password, my new password, and confirming the new password, the system insists on an old password I do not have. It's frustrating as the temporary password was meant for changing to a new one. It would greatly help to speak with a representative to resolve this issue promptly or even better, have a phone call to verbally address this matter.

A resident living in a long-term facility has informed the business office about losing their card. Despite attempts to contact the provided phone number, they could not reach anyone as the resident does not remember their card number or pin. The facility is assisting the resident in obtaining Medicaid, which requires three months of statements from the lost card. Unable to change the pin without the card and due to the resident's memory decline, they suspect the old landlord may be using the card. Efforts to reach the landlord were unsuccessful as the number is disconnected. The resident has authorized the facility to seek help in obtaining the statements for Medicaid approval. Your cooperation in this matter would be greatly appreciated to ensure the resident's Medicaid coverage.

Since last night, I have been waiting for my SSI payment to show up on my Direct Express card but it has not appeared. I spent hours on the phone this morning contacting Social Security and my bank, only to receive conflicting information. SSI advised me to contact the bank, which I did, but the bank informed me that the money was returned to SSI and advised me to contact Direct Express to request a transfer of funds to my card. My payment was scheduled for today, and I urgently need the transfer to be processed as I have bills to pay - rent, utilities, and my phone bill. If this could be resolved today or by tomorrow at the latest, it would be greatly appreciated. I have a new Direct Express card and I am already enrolled; I just need the funds transferred to the card promptly. Thank you, Tamira B.

I applied for a Social Security (SSI) card, expecting the money to be available on it for the past five months. After contacting Social Security, they directed me to Direct Express customer service. I was told to wait at least 3 months after activating the card for the money to start depositing. After experiencing delays, I had to request a waiver for my rent, which was three weeks late due to a paper check deposited in late December but received the following month. The stress of missed payments is concerning, especially since Direct Express mistakenly deposited my SSI funds into a card I do not own or have ever used. I have been trying to reach out for weeks, but every call ends with the automated system or being disconnected before speaking to a live agent.

Hello, my name is Dwayne Scott. I am inquiring about the status of my debit card, which was ordered and processed on 1/29/[redacted]. Typically, it should have arrived by today, 1/31/[redacted], as it was supposed to be delivered within two business days. As it is nearly 5 p.m. Central Time and the card has not been delivered, I am concerned. I have been attempting to reach Direct Express but have been unable to speak to a live operator. I urgently need to locate my card to access my benefits as I do not have any other resources for shelter or food. Despite contacting FedEx and UPS with my details for shipping, no delivery has been made to my address. Please assist me in connecting with a representative promptly. I do not wish to resort to drastic measures just to have a place to stay, especially when I have a substantial amount in my Direct Express account. Your immediate help is greatly appreciated. Thank you, Dwayne Scott.

My name is Michael Hensley. My card was cancelled on January 29th without my consent. John, the Direct Express representative I spoke to, is sending me a new card within two days. I did not authorize the cancellation of my card or the issuing of a new one. I discovered the issue when my debit number was showing as invalid. I am unaware of where the new card was sent and the money taken, which includes my social security benefits. I have reported this to the police as identity theft. The withdrawal was made in Florida, while I am in Pittsburgh. I am requesting the money to be replaced as I did not authorize any of these actions due to being a victim of identity theft. I am also seeking information on the address the new card was sent to and the credit card used for the $13.95 expedited fee. If this information is not provided, I would like to be reimbursed. Please contact me at [redacted] to resolve this matter. Thank you. - M.H.

Yesterday, on 1/31/20, I discovered that a new card was ordered without my knowledge (order number: [redacted]) approximately 3 days ago. It was shipped to an unfamiliar address and expedited to Florida, even though I reside in Pittsburgh, PA. I am concerned about how this could happen and need assistance urgently. I have taken steps by filing a police report and contacting the FBI regarding this identity theft incident. I trust that Direct Express will understand the situation and reimburse the funds promptly, as it was not authorized by me. Please contact me at [redacted] to discuss this matter further. My email is [redacted], and my alternate phone number is [redacted]. I rely on Direct Express for my government funds, and I expect their security measures to be more robust. I seek a swift resolution to this problem.

I am Dwayne Scott, and I am experiencing an issue with a package that was supposed to be delivered by UPS. The package was marked undeliverable because I provided the ZIP code for Caseyville instead of Collinsville. This confusion arose because I grew up in Caseyville but have always used the Collinsville Post office box. The correct ZIP code for Collinsville, Illinois, is [redacted]. UPS has informed me that the package is being returned to the sender. I promptly contacted them when I realized the mistake, but after hours on the phone with them yesterday, I have not made any progress. The package contains my Direct Express debit card, which I urgently need as I have been without it for over a month. I have funds in my account, and getting a replacement card from Direct Express is a lengthy process. I apologize for the error in providing the wrong ZIP code. The package is intended for Dwayne Scott at [redacted] Harvard Place, Collinsville, Illinois [redacted].

Your decision has confirmed my choice to place blame on EXPERIAN for the push towards Capital One. I was attempting to build my credit when the unwanted influence occurred. It’s concerning how these actions impact individuals, particularly veterans. Corporate accountability is crucial, and changes are overdue. Deciding where to purchase supplies feels significant as both Capital One and Experian influence life-changing decisions. Your input on this matter is valued. The choice between your store and Target is not easy. Thank you for considering the impact of such decisions.

While my husband was at the store on Jan. 31, [redacted], the cashier mentioned that our DE card was denied due to a wrong pin. After attempting the transaction again and confirming the pin was correct, we tried to top up minutes for my phone, which went through without an issue. However, when we went to the ATM, the transaction was denied halfway through. I contacted the DE call center at Comerica, followed by the Social Security office, and then back to DE. After speaking with a representative who seemed unsure, I was instructed to verify my identification through a DE document app. They mentioned it could take up to 48 hours for the card to be unlocked as they suspected fraudulent activity due to someone attempting to use the card with an incorrect password.

I last used my MasterCard on Friday, January 31, [redacted], to pay for two nights at Motel 6. I spent the weekend in a handicap accessible room. After checking the balance on my card, I noticed unauthorized charges totaling $[redacted]. I did not make these charges nor authorize anyone else to use my card. I am contacting Direct Express to reverse these charges promptly. I am concerned about the security and customer service provided. I am eager to speak with someone from Direct Express as soon as possible to resolve this issue.

I recently lost my Direct Express card and reported it as lost or stolen on Jan 20, [redacted]. The first representative I spoke with canceled the card but needed to authenticate my identity. However, at 2:30 am, I believe my wife may have written down the fax number incorrectly. The next day, when we called for the correct fax number to send the requested identification, we encountered confusion about my updated address and phone number. I was directed to speak with a more experienced representative. It has been 13 days, and I have not received my new card. I have been unable to reach a representative, experiencing dropped calls or a high call volume resulting in disconnections. I paid $13 to expedite the process, but my rent is due, and my deposits should be in my account by now. I am extremely dissatisfied with Direct Express' customer service experience.