My name is Dianna Johnson in recieve monthly disability payments on behalf of my autistic daughter. I recieve ***.** a month via my direct express card. I checked my balance this morning before leaving to go to the ATM to withdraw our benefits and the payment in full was available on my card. I been using this card for several years and withdrawing at various arms and never had any problems until today.. We live in Richmond Ky and went to the closest ATM to our home which was a ***berland valley national bank but it was a ATM only.. I put my card in and tried to withdraw ***.** out of a balance of ***.** and everything was approved and the ATM made the typical sound of cash dispensing but no money came out and the machine went completely off.. We sat there waiting but couldn't get it to work so we pulled crossed the street to another bank and attempted to withdrawal the same amount but it printed a reciept and my balance was *.**. I called my card and listened to my transactions and the Cvnb ATM that I tried first charged me the *** plus a *.** ATM fee. I left the ATM and went to there branch bank to try and get my money and they called and could see the ATM shutdown but they said it would have to be direct express who had to refund the cash. I have tried calling direct express customer service for * hrs straight with no luck only a heavy call volume message and then it disconnects. My family rents or home and rely on our monthly benefits to get thru the month. I have tried various numbers and choosing different options and still can't reach customer support. I hope you can help me get my benefits back, there was a camera at the ATM along with the paper I got outta the machine so I do have proof, I am not trying to cheat anyone but with this money we will be homeless, I only have five days to pay my rent so please find it in your heart to do the right thing and help us get what is rightfully ours. My phone number is ********** my name is Dianna Johnson and the email I just used is mine..
I trust that Direct Express will make this right and come up with a resolution that is fair.