Direct Express Customer Service Issues

Yesterday, I contacted customer service to dispute a charge on my account. The representative mentioned she needed to cancel my current card and order a new one. She canceled my card, ordered a new one, and tried to transfer me to the dispute department. Unfortunately, I got disconnected during the transfer. When I tried to call back, a recording informed me that a new card had been ordered and would arrive in 5-10 days. The call abruptly ended by thanking me for contacting Direct Express. Despite several attempts throughout the day, I couldn't speak to a human representative or address the disputed charge. This automated system flaw is frustrating, preventing me from resolving the issue. Urgently, I require a callback to proceed with disputing the charge. Your immediate attention to this matter is vital to rectify this significant flaw in your system. Thank you.

I have a Direct Express card where my social security benefits are deposited each month. On October 20, [redacted], I attempted to transfer my funds to my bank using the new account numbers provided after my bank was acquired. A confirmation number was generated, and everything seemed fine. However, on October 25, when I checked my bank account and funds were not there, I contacted Direct Express. Despite multiple attempts to resolve the issue, various customer service representatives provided conflicting information and requested my bank statement via an email address that, as you mentioned, Direct Express doesn't seem to have. After being informed of an alert on my account, I'm now seeking clarity on how to remove the alert and update my account information. Any assistance you can provide would be greatly appreciated.

Out of the blue, Direct Express placed a hold on my card for fraudulent activity without any explanation. After a four-hour hold on the phone, they requested my license front and back with a case number via fax, which I sent multiple times, but the hold persists. I am a 66-year-old with health issues and recent battle with COVID. Now they are asking for my birth certificate and social security card, which I am unable to provide. Desperately needing the money to avoid my electricity being shut off and oxygen supply being cut, I seek help to release the hold immediately. Despite showing no fraudulent activity in my transactions, they claim my license is expired, though Illinois has extended its validity. I am pleading for assistance, as I have followed all their requests and need this income to survive. The situation is dire, and swift action is required as my essential services are at risk. Your intervention in lifting the hold is greatly appreciated. Thank you, Joseph E Conte.

Hello, I ordered three separate Direct Express cards, but I have not received any of them. The first one was a replacement card ordered on November 15th. The second replacement card was issued on November 16th with standard mail, but it never arrived. I spoke to a lady who issued a third replacement card on November 29th, with expedited shipping in two days, but it has not arrived yet. I still have my old card.

I receive $[redacted].00 monthly on the 1st. Yesterday, IVR transferred $[redacted].00 with a $1.50 fee without my consent. After contacting Direct Express, I transferred the remaining balance to a new card and cancelled the old one. Despite trying to reach the department sending mail, I was unsuccessful after waiting for 1.5 hours on the phone. Until I receive the new card, I cannot speak with anyone. I urgently need the $[redacted].00 refunded since this unauthorized transfer has left me unable to buy groceries, cat food, and essentials like toilet paper. I am familiar with IVR as a money transfer service, but I do not have an account with them. Direct Express has not been helpful, and I am desperate to have my money returned promptly.

For the past three days, I have been trying to resolve my issue with my replacement Social Security card. Despite being told it would take 48 hours to update, it has been longer than that, and I am frustrated. I need my card to access my funds for housing after being released from a 6-month jail term and experiencing homelessness. I am unsure why the verification process seems to be delayed, especially when I have documentation from DHS confirming my identity. If necessary, I am willing to escalate this matter to the media or even the governor's office to get a resolution. I urge you to expedite the process and send me a new card as soon as possible.

I have been trying to get my account approved for almost a week now. I am hoping to receive my Direct Express card since I have not had one since around [redacted]. In order to verify my identity, I can provide my food stamp card, another Oklahoma state government card, as well as letters from DHS with my name and address. I would appreciate it if you could approve my account and send me the card. If possible, I would also like the option to set up direct deposit into my other account. Thank you.

I, Peggy R. Ely, do not authorize anyone besides myself to withdraw money from my account starting at 1:00 am this morning. I have not given permission for any withdrawals from my account at any time. I deny any automatic funds removal from my Direct Express account. Only Peggy R. Ely is permitted to access my Direct Express card account. Thank you! If necessary, please contact me at [redacted]. Peggy Ely.

On the 1st of this month, my debit card was charged $[redacted].00 from SSI. I bought dinner totaling over $30 and used an ATM in Hammond, LA. Later, I made a purchase at Walmart in Hammond, LA for $98.00 and some change. Upon checking my balance, I discovered a $[redacted].00 discrepancy. This marks the third instance in the last 6 years where I've experienced unauthorized charges on my Direct Express card. It's frustrating because I've never been fully reimbursed for the losses. Consequently, I'm now left with no choice but to request a new debit card for the fourth time.

I visited the Walmart on West Tennessee to withdraw cash for a money order to pay rent, and the machine swallowed my card. I am incredibly disappointed as I have had that card for 8 years, and it is crucial for me as it holds all my funds. The managers were unhelpful, claiming they couldn't assist. I pointed out that the machine had Walmart's name on it, yet they seemed unconcerned. I even took photos of the machine. I was upset when they mentioned shredding the card if found during the cleaning process. I am desperate to access my money. This incident has left me in a tough spot, facing possible eviction if the rent is late. I hope to hear from someone soon to resolve this issue. My name is Kenneth R.

I experienced a distressing situation at Walmart where the card machine ate my card that I've had for 8 years, which holds all my funds. Despite my efforts with the managers, they seemed unable to help. I took photos of the machine and vocalized my displeasure at the prospect of them shredding the card. I urgently need a resolution as this incident jeopardizes my ability to pay rent. Furthermore, recently someone attempted unauthorized access to my account, prompting me to reset the password and encounter login issues. The two-step authentication process is malfunctioning, preventing me from accessing crucial funds, including my rent money. Any advice or assistance from Direct Express would be greatly appreciated, as I am unable to link the card to alternative accounts without it. I've been unable to reach Google support via phone for assistance over the last four days.

I was in touch with someone earlier, hoping to speak with a human, and unexpectedly got asked to make a payment using my card. I am facing financial constraints and cannot afford any additional charges at the moment. I am dealing with various issues, and I turned to this platform looking for assistance as I believed connecting with a person was a no-cost service. I am 65, have physical limitations, and I am in desperate need of help, not only concerning my Direct Express card but also with other matters. I have tried reaching out to Geek Squad and Google with no luck for several days now. I am feeling overwhelmed. If there is anyone willing to offer their kind support, I would be extremely grateful. You can contact me via email or on my phone at [redacted]. Thank you.

I lost my card and had to order a new one. Unfortunately, it was sent to the wrong address, so I had to order another card. Today, I received my new card from UPS. After activating it and setting a PIN, I noticed a negative $30 balance. I need the money from my initial deposit transferred to my new card. I have spent about seven and a half hours calling different numbers trying to resolve this issue. Social Security confirmed the funds were sent to Direct Express. I kindly request to have my funds transferred to my new card promptly so I can pay my bills. I appreciate your time and understanding in addressing this matter. Thank you for your assistance.

Someone mistakenly used my nephew's card to receive money, but the card in question does not belong to him. I suspect my brother may have the card with the funds. I confronted him, and he denies having it, but I believe otherwise. My brother lives with me, and I have an appointment on the 9th at 11:15 to remove his name from the account. However, he still requires access to his funds in the meantime.

I have been waiting for a replacement card since November 3rd. It was supposed to be mailed to my Post Office Box, but I have not received it yet. Then on November 16th, another one was issued, but again, I did not receive it. Most recently, on Wednesday, December 1st, I was informed that a replacement card would be sent via UPS, requiring a signature on Friday. However, the card did not arrive. I rely on my disability funds loaded onto that card for my expenses, and the delay is causing significant hardship. I kindly request assistance in resolving the issue with my card delivery.

I misplaced my Direct Express debit card, called to report it lost, and requested a replacement. Now that I found the card before the replacement arrived, I would like to redirect the funds to my new personal bank account. I have the routing number and account number ready to set up direct deposit for my benefits. Can you assist me with this promptly? Thank you.

I, Sharon Lela Kristovich, lost my card in October [redacted] and reported it. A new Direct Express card was sent, but I did not receive it for November 1st. The person I spoke to did not transfer my funds to the replacement card, causing two months of stress. Now the card shows an overdrawn balance of $30. I wonder if I need to request another card. I have already paid for two letters regarding this issue. It has become very frustrating, and I cannot afford this additional charge. The situation is not my mistake. Sharon Lela Kristovich.

I was on hold for over an hour, expressing my desire to make a complaint. I was abruptly disconnected. Now, I have been on hold for 1 hour and 7 minutes trying to unlock my card that I reported lost, not stolen. The customer service is below zero, and the lack of care is disheartening, especially when dealing with federally funded money. Having to walk 2 miles home due to their poor services is unacceptable. I do not recommend Direct Express or anyone I know. Dealing with representatives who struggle with English makes it challenging to handle federally funded money efficiently. It's been over 4 hours on the phone trying to access my money. This experience is disheartening.

My debit card was hacked, and unfortunately, my widow's pension was on it. A representative called me claiming I owed a bill, but it turned out to be a scam as they hacked my card instead of helping. I've been trying all day to get a replacement card and sought assistance by calling repeatedly. I recently spoke to a representative from Direct Express, who mentioned a one-dollar fee, but due to the card hack, I can't even cover that cost for help. It's frustrating that the number on the back of the card isn't working when I need it the most.

I ordered another Direct Express card, but it was marked as delivered even though I didn't receive it. Can I request another card to be sent out to me? I live at [redacted] Sierra Vista Dr, Apt [redacted], Las Vegas, NV [redacted]. Due to package theft concerns, could the replacement card please be placed in the mailbox instead of at the front door? Thank you. -Kimberley P.