Direct Express Customer Service Issues

My Direct Express card expired in June [redacted], and despite being told a replacement was sent, I never received it. Currently in the Philippines, reaching out to customer service has proved difficult. Each call ends with me inputting my old card number, being informed a new card was sent in May, and instructed to press 1 if it hasn't arrived after 10 days. However, pressing 1 leads to high-volume messages due to COVID-19, followed by disconnections or being put on hold then disconnected. This cycle has repeated daily for two weeks, with multiple attempts. A week ago, my lawyer in the USA sent a letter on my behalf but there has been no response. With no access to funds for rent, bills, groceries, or essentials for my family, the situation is dire. After borrowing from loved ones, I am now at a loss and feeling anxious about our well-being.

I recently ordered a replacement card due to issues with the initial one sent to me. However, the second card was sent to the wrong address causing it to be returned. Despite tracking it with UPS, it was received by the sender yesterday on July 15th, [redacted]. I hope this means I will receive a refund for the $20.00 expedited shipping fee I paid on July 1st, [redacted]. I urgently need the replacement card to be sent to the correct address without any additional charges as I have already waited for 2 weeks. This situation has caused my bills to go unpaid and I am concerned about the impact it might have on my living situation.

I contacted customer service for the fourth time regarding an issue with a duplicate payment charged to my card. After being on hold for over 2 hours and speaking with four representatives, the last person I spoke with was unhelpful and rude, eventually hanging up on me. I demand the immediate return of $56.66 onto my card. If this matter is not resolved promptly, I will escalate it to the United States Attorney General's Fraud Department. I am frustrated with the lack of assistance, especially after being hacked twice in the past year. Please rectify this situation immediately or risk further legal action.

I have a $[redacted] dispute regarding an ATM withdrawal from June 17, [redacted]. I've provided all requested information, verified by supervisors, and last contacted on August 18. I was directed to a Spanish line and disconnected when requesting a supervisor. I'm displeased with the lack of assistance. I requested a provisional credit but haven't received it within the ten-day period. I suspect my daughter used my card to withdraw the money but she denies it. I urgently need the credit for food as I'm retired and have lost my only income. I feel ignored by your department and if not resolved, I will involve authorities. Last four card # [redacted], last four social [redacted]. - Jeannene N. - Jeannene1946@gmail. com

Hello, my name is Kary Serrano. I have a Direct Express Card and have been struggling to get a new PIN. I tried for 2-1/2 weeks with my old card, then lost it and ordered a new one. When I received the new card, I faced the same issues. When I call the support number at 1-[redacted], I provide my personal details and attempt to set up my PIN (e.g., [redacted]). However, after entering the PIN again, the system deems it invalid and loops me back to start over. Despite speaking with representatives who are unable to resolve the problem and even being transferred to a supervisor who abruptly ended the call, I have not received any assistance for over two weeks. The level of customer service I have experienced has been extremely disappointing and frustrating.

I recently re-enrolled in US Direct Express on 7/13 to receive my Social Security payments. Unfortunately, my July 8 payment for June is missing. According to Social Security, they sent my June payment of $[redacted] to USDE on 7/21 and it was accepted. However, USDE claims they have no record of receiving it. I heard that I may have been issued a new card, but I have been unable to confirm this. I was given a phone number to call, but since I don't have the new card, I can't access it. My original card is still active, and I have used it to receive benefits before. I was told I wouldn't receive a new card as I am currently in Mexico. My sister checks my mail in the US regularly, and no new card has arrived. I am a 72-year-old in a foreign country with no funds for essentials like medicine, food, rent, and bills. This overdue payment was due on July 8, causing me significant distress. I urgently need assistance to resolve this issue.

My account has been stolen since May [redacted], and I have been struggling to stop the people pretending to be me. Please freeze my account immediately. Your system is not protecting me; it's aiding these criminals. I am unable to provide a safe address for a new bank card to be sent because the church where I initially had it sent never gave it to me. Someone named Solomen at the open shelter on 61 E Mound St in Columbus, Ohio [redacted] has taken my bank card, changed the pin, and refuses to return it. I have been homeless, living in a wooded area all summer with no phone, internet, or money due to these thieves. I urgently need assistance to freeze this account until I can seek legal help. The situation is urgent as I am unable to buy my necessary medication. Thank you for your support. Susan C.

I had an issue at the ATM located at CVS on 61st St. in Galveston, TX [redacted]. During my first withdrawal of $[redacted], the machine took the money back in without dispensing it to me. When I attempted to withdraw another $[redacted], only that amount was dispensed. The CVS manager directed me to contact Navy Federal Credit Union, as they operate the ATM. Despite calling Direct Express multiple times as advised, I have not been able to resolve the issue. The $[redacted] is crucial for my rent, and I need urgent assistance to dispute this transaction. I believe the ATM's balance can be checked to confirm the extra $[redacted]. My name is Stacie Meshell.

My daughter's Direct Express card is unexpectedly inactive. I tried contacting [redacted], but unfortunately, the representative couldn't explain the alleged fraudulent activity on the card due to the loud music and echoing on the call. Despite multiple attempts, being placed on hold for extended periods with no success leaves me concerned. My daughter, Rhonda L. Baxter, who struggles with bipolar 1 and paranoid personality disorder, needs access to her funds for essential expenses. It seems like her card may have been compromised, and we urgently require assistance. Reaching out for support has been challenging, and we are feeling helpless in this situation. Contact via email at [redacted] or at [redacted] or [redacted]. Thank you for any help.

I need help replacing my lost Direct Express card. I have been unable to reach US Direct Express as I am on hold for long periods with no response. I rely on the card for my disability deposits. Please assist me in getting a replacement card. Thank you. Jerry G. Email: [redacted] Phone: [redacted] (Please leave a message with the time you will call back) Address: [redacted] Brushy Fork Road, Cana, Virginia [redacted] I am willing to provide additional information if needed. I have had the same address and phone number my whole life. It is urgent for me to have the replacement card, lost for months due to personal circumstances. Thank you for your help.

I'm recently discharged from the hospital after being in a coma for a long time. I'm trying to reach out because I need to get a replacement for my Direct Express Card. Social Security advised me to contact you to request a new card as I lost mine along with my wallet and belongings while in the hospital. Currently homeless and living in my car, I urgently need the card to access my funds for car repairs and accommodation. Is it possible to use a different mailing address for the card to be sent to me?

I purchased a FlowXtreme FX flat panel Solar Heater from the company in June [redacted]. Unfortunately, the unit didn't work with my swimming pool despite my best efforts to install it. I had to return it through Walmart, which confirmed the return on July 9th, [redacted]. Walmart mentioned that the refund would take about a week to ten days to appear on my card. Despite trying to contact Blue Wave Products via phone and email multiple times, I have not received any response from them. I just want the refund for the product I returned, but their lack of communication has led me to seek help from the BBB for assistance with my refund.

On August 3, [redacted], I mistakenly sent money to the wrong account using my DE card on Cash App while trying to send it to my daughter. Unfortunately, when I reached out to Cash App for assistance, I fell victim to a scam where they remotely accessed my phone and obtained sensitive information. Despite my attempts, Cash App has refused to cancel the transaction and refund the $80. I am extremely worried about the safety of my account and my funds as my next SS check is approaching. I urgently need assistance in resolving this issue and getting a refund before any further unauthorized transactions occur.

Since March, I have been trying to reach the fraud department without success. My niece got a hold of my card number in November and made unauthorized purchases. She had access to two of my cards, one from November and a newly ordered one after the first broke. I only discovered this when I received my statement in March. I have taken legal action against her as she lived with me and took the card details while I was away. I am a 67-year-old disabled widow and need guidance on what steps to take. The financial strain caused me to fall behind on bills and even borrow money from my working children for Christmas. I was informed that I would be reimbursed and she would be held accountable, but I need assistance with this distressing situation that has impacted my health. Thank you for your attention, and I hope for a resolution soon. Sincerely, Shirley J. Brooker.

I have made several attempts to restore access to my DX card through Direct Express Customer Service, but the issue remains unresolved. Despite following the standard procedures advised by customer support such as changing my PIN, resetting my account, and escalating the case to a supervisor, my card is still blocked. I have patiently gone through the steps to unblock and activate the card, including waiting for twenty-four hours as instructed, but to no avail. Reinstalling the app, trying to log in on both the app and website, and engaging with a supervisor have not yielded any positive outcome. While I was informed about the app's newness and ongoing bug fixes, I expected the website to function properly. If the repeated attempts to resolve the matter do not lead to a solution soon, I may need to request a replacement card as it seems that the current situation cannot be resolved from Direct Express' side.

I recently returned products to Amazon for a refund, following their policy for a 7-10 business day processing time. After contacting Amazon on the 5th, I received a notification of the refund that same evening. However, by the 6th, the credited amount of $81.14 was not reflected in my bank balance. In the past, I received a similar refund notification with a recorded message confirming the amount credited to my Direct Express card. Since August 5th, I have not received this confirmation. When I reached out to a representative named Gilbert, our interaction was unpleasant. He repeatedly talked over me, and the call was abruptly ended. I attempted to escalate the issue by speaking to a supervisor, but the process was time-consuming.

I have requested a replacement card from Direct Express, but I have not received it yet. On my account statement, I noticed a $4.00 charge for the replacement card. When I call, I am unable to speak to a representative or order another card because I don't have the card numbers with me, but I used my social security number to check the status. The automated system only provides information on the status of the previous replacement card and does not let me request a new one. I urgently need a new card and would appreciate it if someone could contact Direct Express to verify if my card is lost in the mail. My name is Jaime R., born on 02/25/[redacted], and the last 4 digits of my previous card are [redacted]. You can reach me at [redacted] or SSN [redacted]-51-[redacted]. Thank you for your assistance in getting Direct Express to promptly send my replacement debit card.

I am experiencing a problem with my Direct Express ATM card. I lost my card on July 22, [redacted], and immediately ordered a replacement. The expedited card arrived within 3 to 4 days. Unfortunately, my nephew accidentally threw the new card out the car window while with my wife. I don't remember the last 4 digits or the full 16-digit card number. When I try to retrieve information using the old card number, the automated system claims the new card was delivered and asks for a tracking number. However, there is no option to address my situation or speak to a representative. I ordered a new card on August 18, [redacted], via regular mail and was charged $4.00. With the new month approaching, I am anxious to have the new card before the first of the month. My name is Jaime Ramos, born on 02/25/[redacted], with the address [redacted] Melita St, Pico Rivera, CA [redacted], and SSN [redacted]-51-[redacted]. I would be grateful if someone from the staff can contact Direct Express to expedite the process or provide a tracking number for the card ordered on August 18, [redacted].

I am Terrance S., the Trustee for the Trust of John R. Sullivan, who used to receive Department of Veterans Affairs disability payments via a Direct Express Mastercard from Comerica Bank. After his passing on November 6, [redacted], I informed the VA on November 12, [redacted], providing the necessary documentation at their Yuba City, CA office. Despite the paperwork, when I tried to transfer the funds from the Debit Card to the John R. Sullivan Trust on January 16, [redacted], I encountered difficulties. Following instructions from the US Treasury Electronic Payment Solution Center and Direct Express Payment Processing Service, I managed to move the funds accordingly. Now, in June [redacted], when distributing the Trust to the beneficiaries, they have requested a formal accounting, including "Day of Death" valuations. I am seeking the email address for Direct Express Customer Account Services as their phone system is temporarily unavailable, redirecting me to an email that was not provided in the communication received in January [redacted]. Any assistance would be appreciated.

I believe some unauthorized purchases have been made using my card information without my consent. Today, September 3rd, I noticed around 4 or 5 transactions on my account that I did not make. I usually check my balance on the 3rd of each month, but today I discovered these unauthorized transactions. I have not used my card or left my home all day, so I am concerned about this fraudulent activity. I am seeking assistance to investigate these purchases, identify where they were made, and understand my options to resolve this issue promptly. Your help in resolving this matter would be greatly appreciated.