Direct Express Customer Service Issues

I recently contacted about my son's card that I paid for a month ago, and the way I was spoken to was incredibly disrespectful. I felt mistreated and upset to the point of tears. Despite my attempts to address my concerns, the person I spoke with continued to be dismissive and rude. I plan to report this behavior to social security as it was unacceptable. I even recorded the conversation because it escalated to a point where I felt the need to document it. This experience has left me deeply saddened.

I was informed by Direct Express on Tuesday, September 5, [redacted], that I would receive a text or email notification about the arrival of my new card in 2 days, expected to be delivered by UPS on Thursday, September 7, [redacted]. However, I have not received any updates via text or email regarding the delivery time. I tried contacting Direct Express at both 1-[redacted] and 1-[redacted] to speak with customer service, but I was unsuccessful. It seems that once you've set up the initial communication, it's challenging to reach a representative. I would appreciate any assistance in understanding why I haven't received any notifications. Thank you.

Hello! I noticed a deduction from my card on or after 9/1/[redacted], which should have contained my full monthly payment of about $[redacted]. After this incident, my balance was reduced to around $[redacted]. I am unaware of any authorization given for this deduction and would like to know the entity responsible for it. I request that this access be terminated and no further deductions be allowed. Please confirm this change as soon as possible. Kindly inform me about the actions taken. You can reach me via my email at [redacted] or on my cell at [redacted]. Thank you for your attention to this matter! Joseph J.

I recently discovered that my account was emptied through fraudulent activity. I promptly reported it, but the investigation timeline of 3-5 weeks is causing me distress. The unauthorized transaction, made in Arizona through an ATM, baffles me as my card is safe with me in Oregon, where I reside. This situation has left me unable to pay bills or afford essentials. Waiting for weeks for a resolution jeopardizes my living situation. I urgently need this issue resolved as I shouldn't face consequences for a criminal's actions.

Hello, I noticed a charge of $60.90 was deducted from my SSI deposit on my DirectExpress card without my authorization around 9/3/[redacted]. I was informed by a customer service representative that I could file a dispute to have the money refunded, but unfortunately, I got disconnected before I could reach the appropriate department. I urgently need assistance in filing the complaint and getting the $60.90 refunded to my card so I can cover my bills. Additionally, I request that future charges from the company responsible for the unauthorized payment be declined immediately. My card number is 5[redacted] 3[redacted]. Thank you for your help. -J. Jackson

On August 31, [redacted], my Direct Express Card was compromised, resulting in the theft of $[redacted].56 in San Leandro, California. I acted promptly, reporting the incident the very next day, September 1, [redacted]. The card was canceled immediately, and I have just received a new one on September 8, [redacted]. Despite Direct Express assuring me that the $[redacted].56 would be refunded, it has not been restored to my card yet. I reside in Detroit, Michigan, and suspect that an employee at Motor City Pawn in Roseville, Michigan, misused my card details. I provided my card information over the phone to settle a pawn ticket on August 31. The theft occurred the same night while I was asleep. I have reported the incident to Motor City and an investigation is ongoing. It is crucial for Direct Express to fulfill its promise to reimburse the stolen money promptly, as it is vital support through SSI.

I am trying to obtain the fax number for the dispute department. Every time I am transferred to that department, I get disconnected. It has been three months, and I am eager to have my money refunded to my account. There were two debit purchases made on the same day to Total Wireless. They only refunded my account for the second transaction of $36 and some odd cents, but the first transaction of $34 and some change was not credited. Total Wireless advised me to dispute this with your company. Now, I am being told that my case is closed, but it is not because I still have not received my refund. I am requesting this to be resolved by the end of the week. Additionally, there was another unauthorized transaction for $39.99 that I want refunded. I was misinformed that cancelling the card would prevent the charge, which was not the case.

I submitted a dispute for $[redacted].21 on September 4, [redacted]. After faxing it on the 14th and being told on the 17th that it wasn't received, I faxed it again on the 14th. Finally, on the 15th, Direct Express confirmed receiving it. The cover letter accompanying the dispute mentioned a provisional credit after 10 days if the investigation was still ongoing. I urgently need $[redacted].00 for rent and medication expenses. I contacted Consumer Financial . Gov, and they confirmed that a provisional credit should be issued on the 10th day of the dispute.

I filed a complaint regarding unauthorized charges and was initially told to wait for the transactions to go through before disputing. After canceling my card and receiving paperwork to dispute, I mailed it on August 10, [redacted]. Despite follow-up calls, I received a letter on September 29, [redacted], denying fraud, claiming I had an agreement with the merchant. I wish to appeal this decision as I did not order the product and want to resolve this issue without involving the Attorney General's office or the BBB. The company gave me various numbers with unhelpful responses when trying to reach the merchant. I feel frustrated by this situation and hope to find a solution soon. Thank you, K. Moore.

I recently noticed a charge of $24.95 on my card from Spokeo.com that I did not authorize. This charge was pending yesterday, and since the beginning of October, I have been trying to contact Direct Express regarding this issue. I have spoken with someone over the phone and sent emails to Spokeo, but during the phone call, I had difficulty understanding the representative due to background noise. I am seeking assistance in getting my money refunded. I believe having more contact options available would have made resolving this matter easier and faster. I hope for your cooperation in resolving this situation promptly. Thank you.

I noticed several transactions on my card that I did not authorize. This morning I tried to speak to someone, but the representative was rude. They mentioned returning $[redacted], which was a reverse payment from the Social Security office. I need that $[redacted] refunded to my card by the end of today. There was also another unauthorized charge of $89 or $86 to Verizon Wireless. The representative I spoke to seemed unaware of this charge. I am facing numerous issues with Direct Express, and I am becoming increasingly frustrated. I have lost my home due to this situation, and the behavior of your representatives and supervisors has been disrespectful. I insist on receiving the $[redacted] back by the end of today. I demand swift action and expect a prompt response.

On May 1st at 4:11 AM, I visited Chase Bank at 76E [redacted] Street, Bronx, NY, [redacted], intending to withdraw $[redacted]. Unfortunately, the ATM did not dispense the cash, but the amount was deducted from my account. When I returned to the bank, the staff advised me to contact Direct Express to file a claim. I have been attempting to reach Direct Express by phone without success to resolve this issue. It's causing me financial strain, as my rent is overdue, and I'm in urgent need of assistance. If anyone has advice or can help, please let me know.

I reported a lost card on October 4th and was informed a new card was being sent. The representative assured me that charges would not go through after the 4th, yet transactions are still processing on the 5th. I have attempted to contact customer service but only received a recorded message and then got disconnected. I am not willing to be held liable for these charges as I took action to stop them on the 4th. It is frustrating and concerning that my reported lost/stolen card is still being used. Please refund the charges and halt any further transactions immediately. It is important to have a live person to address these issues promptly. I can be reached at [redacted] or via email at [redacted] Your urgent attention to this matter is appreciated to prevent further financial loss. Thank you for resolving this promptly. - Donald S. from Richmond, VA

I have experienced multiple unauthorized charges by Direct Express for hotel services. In September [redacted], I had a negative balance of $[redacted].00 from the previous month. When I inquired about the process, a representative informed me that businesses have 5 business days to finalize a sale; however, in my case, the funds were debited back without my authorization, and later, the same business re-debited my account, leaving me in debt. This has occurred repeatedly, causing my Social Security funds to be fraudulently withdrawn. I am seeking assistance from a higher-level representative at Direct Express to address this ongoing issue. If I do not receive the necessary support, I will be forced to file a fraud report. Regards, Cheri S. 12/19/[redacted] [redacted] Springville Utah [redacted]

Hello, I purchased a phone through Boost Mobile in Ammon, Idaho for $50 back in August. After having shoulder surgery on September 4th, my husband accidentally dropped the phone in water. Fortunately, I had insurance for $7 a month and went to the store to get a replacement. However, the employee mentioned they couldn't accept cash for the deductible and after trying my Direct Express card unsuccessfully, I borrowed $50 from a friend. I attempted to put the money on a NetSpend card at Walmart but misplaced it. Upon further inspection at home, I discovered that by taking out the SIM and SD cards, the phone started working again, rendering a new phone unnecessary. To my surprise, I noticed a $97.90 charge to Boost Mobile on my Direct Express app. Despite contacting both companies and sending evidence of the transaction, I have yet to receive a satisfactory resolution. The staff's responses have been unhelpful, and I am determined to pursue this matter legally if needed. The store in question is the only Boost Mobile in Ammon, Idaho, and there must be a verifiable trail of the transaction as confirmed by Direct Express.

Two of my DirectExpress Debit cards were stolen by my brother. He changed both pin numbers by calling Direct Express and used my social security number to access my accounts. I've been trying to cancel these cards since October 10th, after reporting the theft to the police. The automated system ends every call due to the changed pin and lack of card numbers. When I reached a representative, I was told they were too busy and got disconnected. I am also locked out of online access. The detective is impatient as I struggle to cancel these cards. Please assist me in resolving this issue promptly.

I am currently gathering all available information as I have been facing unauthorized charges on my account for the past few months. While I am responsible for keeping my account secure, I have been dealing with a difficult situation and have been vulnerable. This has resulted in my account being drained. Despite notifying Direct Express about fraudulent charges, I have been instructed to file complaints with another department. I have also been contacting the businesses where online accounts were created, with the major ones being Walmart, Home Depot, Lowes, and cash ATM withdrawals. Any advice on how to address this issue would be welcomed.

I submitted the affidavit on September 4 after experiencing a delay since August 27. I contacted customer service on August 1 and September 3, confirming that $47.99 was still missing from my account. Initially, I was unaware of the monthly service charges and the exact amount taken. Upon examining my charges, I discovered that the unauthorized payment was linked to a Google app, Aviary photo editing, which I never authorized nor actively used. I only noticed the charge when I received my paycheck, resulting in a late rent payment and a $75 fee. Despite sporadic usage, I never witnessed any changes or additional features on the app. Direct Express mentioned a $47.99 and $9.99 deduction, but I was uncertain of their purposes at the time. I am a full-time mom, and my limited income is dedicated to rent, as indicated in the paperwork I completed. The situation has left me financially strained, with limited recourse. Kindly assist me in resolving this matter promptly.

All my personal information was stolen from my computer, including passwords to my accounts and Google account. Someone hacked into my phone and my Direct Express Card stopped working. I spoke to a representative who offered to mail a new card in 7 to 10 business days or send it via UPS for a fee. Due to issues with my phone, I didn't receive the routing number for the card. The person who accessed my Gmail must have gotten that information. The new card has not arrived, causing confusion and stress as I start school soon. As an amputee with a daughter, the money they took was hard-earned. I already paid for the expedited shipping, but the card has not arrived. I need this resolved urgently. Thank you.

My Direct Express card was determined to be invalid. After contacting Direct Express, I found out a new card was issued without my consent. I raised my concerns and requested to stop the delivery of the invalid card. The unauthorized card had withdrawals totaling $1,[redacted]. Direct Express then issued me a new card with $[redacted]. I completed the fraud department questionnaire, providing details of the unauthorized withdrawals and the police report, and faxed them on October 17, [redacted]. A call to Direct Express on 10/19/18 confirmed they received the documents, assuring me the funds would be deposited by 10/24/18. However, when I followed up on 10/22/18, the Direct Express service indicated they had not received the fax and could not resolve the issue. The matter is being addressed with SR 1-[redacted].