Catchy Summary-your system is ineffective. Your representation as a service provider for a US Goverment entity is appalling. To say the least, your inability to provide assitance for customers attempting to report a lost card is unsettling and representative of a lack of understanding of your responsibilty to provide an acceptable level of customer service.

GetHuman3355515's Lost or Stolen Card issue with Direct Express from August 2019

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Before contacting them, items GetHuman3355515 may need:
Card number, Name on account, Last 4 of SSN, Address on account, and Your birthday
The issue in GetHuman3355515's own words
Report and ultimately replace a lost debit card. Additionally to determine if my account has been compromised. If in fact it is compromised, the amount of time it takes to navigate through a system that is inadequate to say the least is detrimental!*Attempted for two days to REPORT A LOST CARD and request a replacement* still waiting!!! ... I lost my wallet which contained my Direct Express Card. I cannot use the automated system* it says that my card number (my SSN) and pin do not match.**I need a replacement card and am unable to talk to a live representative to resolve the issue.**Obviously the resolve is to talk to someone who can resolve the issue with my SSN and pin not matching, and to issue a replace card ASAP. Finally to tell me if their has been fraudulent activity on my card. Since my information does not match, according to your automated system it appears that someone might have changed my pin, which is a feature on your system.
The lack of empathy the platform owners have for those who depend solely on their disability benefits to sustain themselves and the lack of the ability to talk to live representatives, who should be able to facilitate a more expedient method of generating a replacement card and also tell me if my account has been compromised.
I want my benefits debit card replaced ASAP. I also want to know if my account has been compromised.
Not sure how being a good customer equates to this issue. You are hired to provide a service, representing the US government, specifically Social Security and I am entitled to be treated in a responsible an timely manner. Which to date has not happened. Gauging what a "good customer" is well outside your scope. To correlate customer relations you would have to provide, an acceptable level of customer service.
Certainly. Sent an email yesterday* as of today no response. Called multiple times and still no resolve.
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Direct Express

Direct Express Card (reporting and obtaining a replacement card)
Lost or Stolen Card issue
Reported by GetHuman3355515
Aug 2nd, 2019 - a year ago
Not resolved
Seen by 9 customers so far
Similar issue to 14300 others
0 customers following this

Timeline

GetHuman3355515 started working on this issue
Aug 2nd, 2019 1:12pm
GetHuman3355515 confirmed the issue is fixed. Hooray!
Aug 2nd, 2019 2:13pm
GetHuman3355515 indicated the issue is not fixed yet.
Aug 2nd, 2019 3:06pm
GetHuman3355515 indicated the issue is not fixed yet.
Aug 5th, 2019 12:56pm
GetHuman3355515 indicated the issue is not fixed yet.
Aug 5th, 2019 12:58pm