Direct Express Customer Service Issues

Archive 39

The following are issues that customers reported to GetHuman about Direct Express customer service, archive #39. It includes a selection of 20 issue(s) reported October 9, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have contacted Direct Express several times. Last week, I requested a replacement card as my old one was worn out. I made the request on October 2nd and was informed it would take seven to ten days. I am still waiting for the card. If I don't receive it after ten days, I cannot reach them because they claim they cannot access my account and then promptly end the call without allowing me to speak to customer service. Every time I input my social security number, I encounter the same recorded message. I am puzzled why they are unable to access my account when they have my social security number. Additionally, I am concerned about why I haven't received my card after eight days.
Reported by GetHuman-gronskei on Jumaat, 9 Oktober 2020 pukul 20.28
I had issues with my first card being fraudulently used while I was unavailable. I immediately reported it, put it on hold, and requested an expedited replacement. They mentioned it would take two business days, but I didn't account for the weekend. When I inquired on Sunday, they explained it would arrive on Monday due to business days. When it arrived and I tried to set a PIN, they had already frozen it from my call. Despite providing photo IDs and multiple forms, they kept asking for more or requested my Social Security and birth certificate. Feeling harassed, I complied with their requests. After hours on the phone, they said they needed more IDs to unfreeze my card. Frustrated, I asked for a supervisor but got limited assistance. They wrote me confirming a refund but I can't access the funds. I'm worried about the security of my information and the delayed reimbursement.
Reported by GetHuman-mariesuz on Ahad, 11 Oktober 2020 pukul 00.45
I feel embarrassed by my recent time in jail in Abingdon, VA. Upon my release, I discovered my old card was canceled, and I urgently need access to my funds. Despite my efforts to order a new card, I've been redirected to the fraud department. Endless hours on hold and disconnections have left me frustrated. I even went to the Social Security Administration to stop deposits to my Direct Express account and close it. Direct Express holds thousands of my money, and I cannot reach a live person to resolve this. My name is Michael D. H. and you can contact me at [redacted] or [redacted] for assistance. I find it unjust that I am unable to access my own funds, leaving me without a place to live, transportation, or even food. I implore someone to help me regain control of my funds rightly belonging to me.
Reported by GetHuman5367953 on Rabu, 14 Oktober 2020 pukul 23.21
The only entity that could have changed my card information is SSI, who claims they had no involvement. I am dealing with an overpayment situation where I have to return the excess funds. I updated my details for my new third check, but unfortunately, SSI did not update my information for my first check. As a result, Direct Express deactivated my first card and sent a replacement to my new address for the third check. I have spent hours on the phone, but every time I speak with a clerk, they abruptly end the call. This has occurred four times already. I even sent a certified letter to Direct Express in Texas, but I have yet to receive a response. I recommend that everyone either open a bank account or opt for a paper check. If Direct Express refuses to engage in dialogue, reciprocate. I am prepared to take legal action because I refuse to allow Direct Express to withhold money that I am required to repay.
Reported by GetHuman5383384 on Isnin, 19 Oktober 2020 pukul 20.22
I have not contacted Direct Express regarding my card being lost or stolen, and now they have placed restrictions on it without my consent. The representative questioned the phone number associated with my account, claiming it did not match my address. However, after verifying with my phone company, I confirmed that the number does match. I'm puzzled by why my card is restricted. What steps should I take to resolve this issue?
Reported by GetHuman5421125 on Sabtu, 31 Oktober 2020 pukul 17.35
My card is still functional, but the expiration date is no longer legible for online payments. I am seeking guidance on how to retrieve this essential information. Furthermore, I recently endured a prolonged wait of 54 minutes on hold, where both the hold jingle and the agent's voice continued playing even after the call was answered. Despite attempts to communicate, there was an inability to hear each other clearly. I inquired about the possibility of receiving a callback or being prioritized due to the extensive wait, but the conversation abruptly ended without resolution. It has been 17 minutes since the call dropped. I believe there is room for improvement in the customer service system. All I require at this point is the expiration date, your assistance is greatly appreciated. Thank you, R. Denman
Reported by GetHuman5424156 on Isnin, 2 November 2020 pukul 01.43
I recently noticed an unfamiliar transaction on my card and contacted customer service. They informed me that there were several unauthorized transactions throughout this year, ranging in small amounts starting from a dime. I have two direct express debit cards, one for my VA benefits and the other for my Social Security benefits. The customer service representative advised closing both cards and getting new ones. They promptly sent me the replacement cards within two days, but only the Social Security card was activated successfully, not the VA benefits card ending in [redacted]. I am unable to confirm any transactions on that card this month, and my Social Security number is not recognized with it either. I have been struggling to reach anyone over the phone, being placed on hold for up to two hours only to get disconnected. It has been nearly a week since my VA deposit and I have not accessed any funds. I am in urgent need of financial assistance as I rely on a fixed income, yet have no access to resources like energy assistance or state Medicaid, putting me at risk of hunger and electric service disconnection.
Reported by GetHuman5436689 on Khamis, 5 November 2020 pukul 20.26
I need assistance with a payment issue regarding Direst Express. Unauthorized payments have been made to a source, WWW. shapeability.com, multiple times. I do not recognize this charge as mine and would like it investigated to stop further payments and have my money refunded. I recently changed my password from [redacted] to [redacted] on my phone, where it's recognized, but over the phone, it's not acknowledged. There seems to be an issue with my account. Should I get a new card to prevent future problems? Thank you. Paula L. Brown.
Reported by GetHuman5442526 on Sabtu, 7 November 2020 pukul 21.50
I have been attempting to reach out to you for several days now without success. Despite speaking with your team and providing details about my frozen card, it still has not been unfrozen. I suspect my refunds haven't been credited back to my card due to unauthorized charges made by someone who used my card for inappropriate transactions like adult content and dating services. I have contacted multiple representatives, sent emails, and made every effort to rectify this situation, to no avail. This issue has caused significant financial strain as I have fallen behind on bills, leading to the loss of my home. I am currently staying with my mother as a result. While I managed to pay my phone bill, I urgently need this matter resolved as my financial stability is in jeopardy.
Reported by GetHuman5444384 on Ahad, 8 November 2020 pukul 20.04
I've been attempting to reach out to your team for the past week after my benefits were loaded onto my Direct Express Card. I've only used the card three times personally: once at the ATM, then at Timberlake Hotel in Staples, Minnesota, and finally to renew my Straight Talk service. Unfortunately, there have been additional charges on my card from someone who had unauthorized access, resulting in substantial losses. Despite reaching out through calls and emails, I am still unable to access my card and unsure if I will be reimbursed for these unauthorized transactions. This ordeal has caused financial difficulties, forcing me to move in with my mom. I am frustrated by the unauthorized charges and eager to resolve this matter swiftly. Additionally, attempts to secure a payday loan in Minnesota have been unsuccessful. I hope for a prompt resolution to this situation.
Reported by GetHuman5444384 on Ahad, 8 November 2020 pukul 22.22
I recently received a new Direct Express card. I live in Italy and normally withdraw money from ATMs. Since registering the new card, I cannot withdraw money. The message on the ATM says "card enabled" but online it shows the card as registered. I have tried calling the customer service number multiple times, waiting over an hour without speaking with an operator only to be disconnected. The service is mediocre, especially for older individuals who may struggle with technology or hearing. It has been 10 days since I received the new card and I am unable to use it. Please resolve this issue promptly.
Reported by GetHuman5446349 on Isnin, 9 November 2020 pukul 15.30
I recently received a letter notifying me that my Social Security benefits will be directly deposited onto a Direct Express card. However, I have not received the card or misplaced the letter with the card details. I attempted to locate my account using my Social Security number as advised by customer service, but it seems there is no account linked to my information. When I initially applied for benefits, I indicated that I didn't have a bank account and was expecting a card for access. I tried contacting customer service about getting a replacement card, but the call got disconnected.
Reported by GetHuman-hittlist on Isnin, 9 November 2020 pukul 15.59
I expected to receive a transfer of funds to my account from Sonoma Valley Health, but unfortunately, the credits were applied to my old card instead of the new one. There are three transactions totaling $39, $38, and $89.84, each with a confirmation number. The issue arose because they used the card number on file. I have the confirmation emails ready to provide. I tried contacting them by phone but spent a total of 45 minutes on hold across two lines without speaking to anyone. Urgent assistance is needed to have the re-credited funds transferred to my new card promptly. Contact me at your earliest convenience, or I can share the confirmation details upon request.
Reported by GetHuman-snowpimp on Isnin, 9 November 2020 pukul 22.40
I am concerned about the security of my son's card as there have been unauthorized attempts to use it. I contacted Direct Express and was asked to provide a copy of my driver's license, but I have not received any follow-up from the company. I am also expecting a new card in the mail, but it has not arrived as of 11/10/[redacted]. I check the mail daily. Please contact me at [redacted] or my husband at [redacted] to update us on the situation. This is Cindi Angulo. Thank you.
Reported by GetHuman5448376 on Selasa, 10 November 2020 pukul 00.19
During this challenging time, I am facing difficulties managing our bills as my wife, who usually handles them, is hospitalized. With her being on life support and unable to communicate, accessing our card has become a challenge as I do not have the PIN or records of her transactions. Unfortunately, we do not have a computer, but my sister-in-law is helping by setting up reminders on our phones for upcoming payments. However, due to my own health issues, including Parkinson's, I struggle with forgetfulness and confusion. I appreciate the support my sister-in-law is providing, and I have listed her email as the contact for assistance with our utility companies.
Reported by GetHuman5505413 on Isnin, 30 November 2020 pukul 15.09
I requested a free Covid kit due to having symptoms, and it was supposed to only charge 6.95 for shipping and handling. However, upon entering my card details, it immediately charged me $[redacted].00. I tried to contact Direct Express to dispute the pending charge, but I've been on hold for 1 hour and 25 minutes. In the meantime, they charged me another 6.95. I cannot afford this unexpected cost and really need a refund. I only resorted to ordering the kit because Covid tests in NY are expensive without insurance, and I didn't want to risk infecting my loved ones. Please assist me with resolving this issue promptly.
Reported by GetHuman5510797 on Selasa, 1 Disember 2020 pukul 19.27
My uncle passed away in his sleep on 11/27/[redacted], and his belongings were stolen, including his Direct Express card that had details about his life insurance benefits. We are trying to find out when his previous insurance policy started and when the new one began. I only have his birthday and name. If you have any information, please contact me at [redacted]. The individuals he lived with are unaware of the whereabouts of any documents. Any assistance would be greatly appreciated. Thank you.
Reported by GetHuman5511275 on Selasa, 1 Disember 2020 pukul 21.27
Hello, I am Kristine Kravarik. I ordered a replacement card and paid extra for express shipping. However, when I contacted customer service, they mentioned it was sent out on Nov 24th and could take up to 10 business days. I am concerned as I need the card urgently by today, December 2nd, [redacted], to manage my expenses. I have been unable to reach an operator as the automated system does not provide the option. Any assistance in expediting this process would be greatly appreciated. Thank you.
Reported by GetHuman5512642 on Rabu, 2 Disember 2020 pukul 08.50
I have not received my card despite three attempted mailings. As a visitor in Arizona, I need access to my funds urgently for rent and bills. Is there a solution to getting my money without presenting my stolen ID? Your prompt assistance is greatly appreciated. Thank you.
Reported by GetHuman5514543 on Rabu, 2 Disember 2020 pukul 19.24
I received my check on December 1st, and immediately made a purchase at McDonald's just after midnight. The following morning, $49 was taken from my card without my permission. I am unable to access my account online to identify the culprit, and have been unsuccessful in reaching customer service by phone due to long wait times. As a single mother of three grown children, I urgently need my money back. Please contact me promptly. Thank you for your assistance.
Reported by GetHuman5514768 on Rabu, 2 Disember 2020 pukul 20.22

Help me with my Direct Express issue

Need to call Direct Express?

If you need to call Direct Express customer service, now that you have the answers that you needed, click the button below. You can either call them on your phone or use our free AI-powered phone to dial for you, get a rep for you, and more.
Call Direct Express
Was this page helpful?
Thank you and please share!
Thank you and please share!
Needs work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!