Direct Express Customer Service Issues

I need a new Direct Express card. Unfortunately, my chip got damaged and cannot be read, preventing me from using it. Even stores cannot override the chip to process my purchase as it shows no funds available. Despite calling over 30 times, I have been unable to speak to anyone regarding this issue. A more professional and helpful Customer Service representative could have assisted me on 2/1/19 when I initially tried to order a new card. As a parent of a disabled 16-year-old receiving SSI, it is crucial that I access the funds for his needs. The current situation is causing delays in paying bills and providing for my son. I urge for a resolution to this issue promptly to resolve the challenges caused by the malfunctioning chip and the lack of support from Customer Service.

I had issues paying my Xcel bill as it got declined multiple times due to an incorrect zip code input. Despite this, Xcel still deducted the money, indicating it was pending. Attempts to contact Direct Express, with the assistance of my payee, my mother, were unsuccessful as we were repeatedly hung up on. It has been a frustrating experience since Tuesday trying to speak with someone. When trying to sign up online, I was directed to an irrelevant website which added to my frustration. I am disappointed and upset with the customer service provided.

I recently experienced a tragic loss as my baby's mother passed away. I contacted Direct Express to cancel her card and was informed that I could access the remaining benefits after submitting some paperwork. Upon receiving the necessary documents, I discovered my name was not on the death certificate, listing her sister as next of kin instead. Despite living together for over a decade and having two children together, her sister had not been involved until now. I have faced accusations from her and Child Services, which proved unfounded. I am reaching out to Direct Express to understand if I am still eligible for the benefits on the card, given the situation with the death certificate. My name is David P. from Pensacola, Florida, and I would appreciate guidance on how to proceed.

I recently had a disappointing experience with a manager, Maylee, in the fraud department. She was very rude when I called to inquire about the correct procedure for accessing my funds after the loss of my husband. Despite my delicate situation, Maylee hung up on me twice, and I found her manner to be completely unacceptable. The customer service provided was the worst I have ever encountered. It's concerning that a company handling people's Social Security funds would treat customers in such a disrespectful manner. It appears that there are no longer any live customer service representatives to speak with, only voicemails. I called at 12:30 and 3:30 today, and Maylee was consistently rude on both occasions. This experience has left me feeling unsatisfied and unimportant. If there are any further questions, please feel free to contact me at [redacted]. Thank you. Peggy A. Lowrie

I am reaching out on behalf of my brother, who currently has limited phone minutes and no internet access. He recently received a new card but is unsure if he set the pin as he was forced to move during the time the card arrived. Unfortunately, he has lost the card and does not have the 16-digit number or pin available when he calls. Any assistance in contacting him directly would be greatly appreciated. He has a new address in a different apartment and is looking for a phone number where he can speak to someone in person, providing all other necessary information. His contact number is [redacted] and his name is Roger L. Miller, born on 11/30/63. I can be reached at [redacted]. Thank you for your help. Patricia Birdwell

My brother's Direct Express card was used for unauthorized transactions on Uber and Uber Eats. Despite being under investigation as obvious fraud, a letter claims he authorized them, which is not true. We will persist in challenging these transactions with Uber and your company. He is disabled, rarely leaves the house, and lacks a cellphone. These transactions were not authorized by him or anyone. The original balance of $[redacted].01 should be $[redacted].14 after reviewing all activity. Case # 1-[redacted] contains all relevant paperwork. I will also send a written letter to fraud services. It's frustrating that we can't reach a person by phone. When contacting Gary D Maxwell, my sister Diane can speak on our behalf at [redacted].

I am looking to dispute a transaction that occurred on 02/20/[redacted]. My direct express card's balance was unexpectedly reduced after a $1,[redacted] transaction at a Verizon store in North Carolina, though I reside in Kansas. I encountered difficulties resolving this issue with a customer service representative who was unhelpful until I spoke with supervisor Gustav. While the transaction was pending, I was unable to cancel it, but was advised to call back later for an update. However, due to receiving a replacement card, I couldn't reach a representative through the phone system. I am frustrated by the lack of assistance and professionalism in this situation. I even requested a direct line to supervisor Gustav for further communication but was unsuccessful. Kindly reach out to me as I am unable to contact you through the automated system. Thank you for your attention to this matter. - Paula S. Kramer

I have been a Direct Express customer since [redacted] and recently experienced fraudulent charges on my account. The charges included multiple transactions to Pizza Hut and Amazon, totaling hundreds of dollars. I promptly reported the unauthorized charges, leading to a temporary credit during their investigation. However, Direct Express later reversed the credit for the Amazon charges, claiming they were authorized without allowing me to appeal. Amazon informed me that the charges were placed from one of three accounts using my credit card information, but could not provide further details. Direct Express failed to thoroughly investigate the matter or determine what items were purchased and where they were shipped. I am disappointed by the lack of effort in resolving this issue and the inability to challenge their decision following a cursory investigation.

I visited the ATM at Chase on [redacted] North Chester Ave in Bakersfield, California, to withdraw $[redacted] as I have done successfully in the past. After entering my card and pin, I selected $[redacted] for my monthly bills. Unfortunately, the transaction ended abruptly without dispensing money, although I received a receipt. When the bank opened, I informed the teller of the issue and provided my ID for verification. Despite the teller's attempt, the same error persisted. Seeking help, I spoke to the bank manager, who directed me to resolve the matter with my card company (you). Following instructions, I contacted the number on the receipt, only to be advised once again to address the issue with you.

I used a service to conduct a background check on someone and paid the $10 fee without any issues. However, I later received emails with additional information about the person. I only opened the emails briefly before deleting them. Recently, a charge of $44.85 appeared on my card from the same service provider. I did not authorize this charge or request any additional services. I want to dispute this charge immediately as I did not agree to it. The charge appeared on my card as "Publicreversecheck." I want a refund for this unauthorized charge. Please contact me to resolve this issue. My phone number is [redacted]. Thank you.

I am Julie Tapia, and the last four digits of my social security number are [redacted]. I have been unable to reach anyone at your phone line. My Direct Express card was stolen on February 5th, and unauthorized transactions were made. I reported this to the police and finally received the transaction receipts. I provided all the necessary information to you and the police. However, your decision stated no fraud had occurred before the police reports were obtained. It is clear someone had access to both my social security number and birth date to use the card. The transactions took place at Famous Footwear and a bank on North Washington, which I thought was Bank of Utah but was actually First Security Bank. I urge you to contact the Riverdale Police and Ogden City Police for further investigation as the transactions can be traced on CCTV footage. Please, have someone from the corporate office call me back. My number is [redacted]. It has been a challenge to reach your customer service promptly amidst dealing with this issue.

My name is Julie Tapia. I had a Direct Express card for my Social Security check, which was supposed to be sent to me via second-day air. Unfortunately, the card was stolen from my porch once it was delivered. After noticing unauthorized transactions, I contacted Direct Express to report the theft. They sent me paperwork to fill out and instructed me to visit the police station to complete the necessary steps. Despite providing them with all the information they requested, Direct Express concluded that no fraud had occurred because the person had access to my Social Security number and birthdate. I cooperated with the police and even filed free police reports. As the investigation continues, Direct Express prematurely closed their inquiry stating no fraud took place. They did not assist in resolving the situation or in identifying the thief. I am currently at level 2 in their process, without much support. It has been a month without any reimbursement, leaving me stressed and struggling to pay my bills. Direct Express seems indifferent to my situation and has not made any effort to assist or investigate further.

Hello, I am writing to inform you that both mine and my son's Direct Express cards were stolen. Our cards were cancelled, and our benefits were sent to someone else's personal bank account. I received a new Direct Express card today. I recently discovered that someone I know was involved in this fraudulent activity. I had no knowledge of the funds being redirected until this morning. I request to report this fraud against the other bank account and the individual I suspect. I am planning on pursuing legal action for this fraudulent activity. I would like my son's benefits to be transferred back to the Direct Express account, as well as my own benefits. Additionally, I request a replacement for the stolen funds. Please contact me at your earliest convenience at [redacted] to advise me on the next steps to address this identity theft issue. Thank you.

Dear team, I received a card on Saturday, and another new one arrived yesterday afternoon without me reporting my previous card as lost or stolen. Social security informed me that my payment was approved on Saturday, but when I checked the card, there was nothing on it. I haven't received any letter of approval or denial from social security, nor have I received a paper check or payment in my bank account. My bank account has been overdrawn for two months, and I didn't receive any checks for February or this month. I'm confused by the letters stating I should still be receiving my monthly checks. A notice mentioned that if I didn't submit paperwork by March 15th or 17th, my benefits would be stopped. I need help locating my missing checks for February and March.

I've recently undergone Cancer and hip replacement surgeries and have fallen behind on monitoring my account. I'm disputing two transactions, one from this month and one from last month, for an $80-$90 skin cream that I neither ordered nor received. I typically wouldn't spend that much on skincare; I'm more of a budget shopper. It's concerning to see unauthorized charges and I believe someone may have gained access to my account. The charges show up as "NewSkinCream" and are the only ones on my account for the past two months. I haven't received any products. I'm looking to stop these charges, get a refund, and possibly consider changing my card or pin for security. Any assistance in resolving this issue would be greatly appreciated. Thank you for your help.

Urgent! Seeking immediate assistance regarding a Disability Benefit Check mistakenly sent to the wrong party by Social Security for my son, Jonathan Torres. It was mentioned by Mr. Neurell from Social Security that the check needs to be returned promptly to issue the March [redacted] benefit check correctly. Jonathan does not have a Direct Express account with the recipient. The check is crucial for his living expenses, rent, bills, groceries, hygiene, and medications not covered by insurance. Social Security mentioned contacting your office to have the check returned once they hear from us. Please expedite the return of the check to avoid further delay. Contact me at [redacted]. I am Nancy Litofsky, Jonathan's mother and designated payee. Your prompt action is greatly appreciated to resolve this urgent matter as his rent is already seven days late.

I'm having trouble reaching customer service. Every time I call, the automated system asks for a card number which is lost/stolen. I enter my social security number, it says a new card will be sent, but that's not my issue! There's no option to ask other questions, it just hangs up on me. It's frustrating as I don't have time to keep trying to contact your department. I've dialed [redacted] as your website suggests, but can't reach a representative - no one answers. My lost card situation is urgent and I just need to speak with someone. The current system is not helpful and is causing a lot of distress.

After an 8-day ordeal dealing with an identity issue that was just resolved today, I made a few transactions and now my account is frozen. I require assistance as they seem to have put me on a block list. They repeatedly hang up on me when I reach a representative. What legal steps can I take to retrieve my funds? I prefer not to have to request this. I aim to escalate the matter to a higher authority and remove it from their control. As a safety measure, I've shifted future payments to my personal bank account to safeguard my funds since I no longer trust them and will not use their services again. Is there a contact number I can use to address this issue and escalate it effectively beyond their reach? I am extremely frustrated and considering involving the police, my attorney, and contacting the Social Security office. Are there any other actions I can take in this situation?

Geico altered my insurance policy and charged me for 6 months upfront, causing me to not afford my rent and end up living in my car without a phone due to unpaid bills. After canceling the policy, I requested a refund, which they claimed was processed on the 6th. However, I haven't received any refund yet. Geico mentioned two different amounts, $[redacted].21 and $[redacted].62, confusing me further. I possess emails confirming the refund, and I would appreciate if you could contact me via email to send all interactions for assistance. I paid for one month of insurance and intended to pay monthly, not in advance. It appears someone tampered with my policy without permission and emptied my account, which I find criminal. I'm enduring financial hardship without a phone, seeking your help to track my refund and provide updates daily until it's resolved. I contacted your team immediately after the incident, persisting with calls daily until my phone service was disconnected.

I have been trying to reach customer service for over a week now. I am unable to log in to my online account to access my monthly statements. Every first of the month, I receive funds and need to print out these statements. The website keeps mentioning that they are currently undergoing maintenance. Despite this, my friend can log in with no issues. Unfortunately, when I contacted customer service, they mentioned they couldn't provide the printout I need due to the ongoing maintenance. I consistently face long hold times, sometimes up to 30 minutes, only to be disconnected. It's frustrating that it's so difficult to reach them. Given that this company handles government payments like Social Security funds, one would expect better accessibility. I'm considering reverting to a traditional checking account. I just want to resolve the issues with my online account promptly to avoid these ongoing frustrations with contacting customer service.