Direct Express Customer Service Issues

Archive 42

The following are issues that customers reported to GetHuman about Direct Express customer service, archive #42. It includes a selection of 20 issue(s) reported February 4, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Last Friday, I requested a new card and paid for expedited shipping. I did receive the new card on Monday, activated it, and went to the ATM to withdraw cash to pay my bills. Unfortunately, the ATM ate my card without processing the withdrawal. The bank explained they don't own the ATMs at their branch. I contacted Direct Express, paid another expedited fee, but I am struggling to get information about the status of this card or speak to a live person in the automated system. It only provides the tracking number related to the ATM-eaten card. My bills are now late, and I am incurring late fees I can't afford, impacting my rental history. How can I reach a customer service agent since the only number available is [redacted], and I can't connect through the app either? Please assist me with this.
Reported by GetHuman-staffies on Thursday, February 4, 2021 5:45 PM
I'm experiencing a serious issue. My name is George Joy, and I lost my wallet in December [redacted]. Despite multiple attempts to get a replacement card from Direct Express, I have not received one. I received an eviction notice in January, and a friend helped with my rent and utilities since Direct Express hasn't sent me a new card. I've submitted various identification documents as requested, but the company claims they are unclear and has denied me a replacement card. I urgently need my card to avoid eviction as I've been struggling without it for two months. Despite verifying my identity last March, Direct Express is not cooperating this time. I'm frustrated as I believe they are holding $[redacted] that is rightfully mine. Please contact me through my friend's email as I no longer have phone or email access.
Reported by GetHuman5730739 on Sunday, February 7, 2021 5:09 PM
I recently had my wallet stolen, which contained my ID, social security number, and Direct Express card. I need to set up security questions urgently to prevent further unauthorized access to my funds. Despite reporting the issue multiple times, no action has been taken, and the situation remains unresolved. I am considering legal action against Direct Express to address this matter as my payments have been missing since October [redacted]. I urgently request a call from Direct Express to address these concerns promptly.
Reported by GetHuman-codyhone on Tuesday, February 9, 2021 5:54 PM
I am frustrated with the situation involving Direct Express. Multiple charges on my card from May or June were disputed, with 2 refunded and 2 not refunded. The long wait times and lack of communication have been incredibly frustrating. After being promised notice on the dispute outcome and receiving nothing, I called again only to be informed that the dispute was denied. I was scammed for over $[redacted] for various charges during this process. During my latest call, I waited over 1 hour and 45 minutes before being told the dispute would be reopened, but was put on hold for an additional 30 minutes before ending the call. The handling of my case has left me feeling like Direct Express, a company with a federal contract, may be the real issue at hand.
Reported by GetHuman5737500 on Tuesday, February 9, 2021 7:20 PM
I urgently need assistance with my lost card, preventing unauthorized transactions. I can't access my $1,[redacted]. Despite trying to contact you, I can't reach anyone. Your lack of customer service is unacceptable. Please address this issue promptly. Thank you.
Reported by GetHuman5741774 on Wednesday, February 10, 2021 11:32 PM
My name is Monica R. Gomez. I have noticed some unauthorized access to my SSID which is concerning. Unfortunately, MasterCard has not given me clearance due to this issue. On February 11th, I took steps to rectify this and open a bank account. This situation feels prejudiced, and I want you to know that Melinda Hernandez is supporting me. She shared her condolences about an incident involving her grandson in the 90s. I am grateful for her understanding. A witness came forward to confirm that I had a son until at least 3 years of age. Melinda, whom I met during the approval of my benefits in 2[redacted], has been helpful. I am glad this is resolved, and I hope any misunderstandings are cleared up. Thank you, Monica.
Reported by GetHuman5748409 on Friday, February 12, 2021 9:48 PM
I accidentally placed an order for $50 on Feb 2, [redacted], without realizing there was another $[redacted] order from months before in my cart. After contacting Direct Express, I was assured they would stop the payment, but I found my card balance to be negative $[redacted]. I called to file a dispute but have yet to receive the necessary paperwork. The unauthorized order was not something I wished for; I only intended to purchase a knife. I need help stopping the payment. Thank you.
Reported by GetHuman-deelrand on Saturday, February 13, 2021 12:50 AM
I live in California and woke up at 5 a.m. because I've been struggling to receive my monthly statements for over 10 months due to mail fraud in my neighborhood. When I called customer service today, I spoke with a very rude representative who was not suitable for dealing with disabled or senior citizens. Despite providing the necessary information, she insisted I had not signed up for the statements. When I tried to explain that I had, she became extremely dismissive and asked me not to interrupt her. I offered to provide a P.O. Box for copies of the statements I did receive, but her disrespectful behavior escalated, and she eventually hung up on me. As someone with experience managing a team, I have never encountered such unprofessionalism. I am determined to take this further through contacting my congressman, local news stations, consumer advocates, and government agencies. I demand to receive the missing statements I've been charged for each month, despite being unable to request them from your unprofessional staff.
Reported by GetHuman5749908 on Saturday, February 13, 2021 1:23 PM
I would like to file a complaint regarding the theft of my debit card on February 3rd, [redacted]. The case number is [redacted]42. I have completed all ID verifications as requested. I urgently need assistance as I am currently experiencing financial hardship and homelessness. I have not been able to reach anyone for updates on the case. This is the first communication I have received regarding this matter. I kindly request information on the progress of the case. I am seeking to provide transcript copies to Detective C. at the San Angelo Police Department to aid in their investigation (Case # 2[redacted]). Please assist me promptly. Thank you.
Reported by GetHuman5760031 on Thursday, February 18, 2021 1:29 AM
Case Number: 00[redacted] I have provided all the required information and ID verification. I urgently need copies of the transactions from February 3rd, [redacted], between midnight and 12:33, following a deposit made by Direct Express and Social Security. After a $[redacted] deposit, I discovered my balance was only $17 due to my debit card being stolen by Joshua and Isabella Anderson. Witness Joey Ramirez overheard the couple discussing the theft. For assistance, contact Detective Colby at [redacted] referencing case# 2[redacted]. Please email the transaction copies to speed up the process. To receive the documents, you can mail them to 9 West Avenue P, Apartment 3, San Angelo, Texas, [redacted]. Urgently needing emergency funds on my card, contact me at [redacted] or [redacted] Your prompt attention to this matter is greatly appreciated. Thank you.
Reported by GetHuman5760031 on Thursday, February 18, 2021 2:05 AM
I recently received your letter claiming no discrepancies were found in the investigation. I am frustrated by the lack of thoroughness. Direct Express, your handling of the situation is abysmal. I provided clear details on nine transactions, but you only looked into one. How can you dismiss my concerns without proper investigation? Your incompetence is evident as you disregard significant discrepancies. Your failure to address the multiple fraud issues I raised is appalling. I will not tolerate being labeled a liar. It is unacceptable that you ignored the majority of the discrepancies I reported. Your dismissive attitude and lack of action are incredibly disrespectful. Direct Express, prove your integrity by taking immediate action to rectify this situation. I demand a fair resolution and will not hesitate to seek legal recourse if necessary. Your negligence and lack of professionalism will not go unchallenged. This matter must be resolved promptly to restore my confidence in your services.
Reported by GetHuman5788473 on Friday, February 26, 2021 8:30 PM
I have a bank account with Direct Express. In January, I noticed an unfamiliar charge of $51 on my account. Following Direct Express's instructions, I reported it. While checking my account online, I found 8 more transactions totaling $[redacted]. Three days after receiving paperwork from Direct Express, I faxed it back to the Dispute Resolution Department. Throughout the 4-week investigation, they did not contact me. Today, I received a letter saying they found no fraud, despite my clear evidence of 9 unauthorized transactions. Direct Express did not offer to replace the $[redacted]. I feel frustrated and mistrust Direct Express for not thoroughly investigating. I am determined not to lose this money and do not accept their decision. I am disappointed and angry about this whole situation with Direct Express.
Reported by GetHuman5788473 on Friday, February 26, 2021 9:36 PM
I placed an order for my card on February 15th, and today is March 2nd, which is beyond the 5 to 10 day delivery timeframe. I am frustrated with the customer service experience as I have been unable to speak to a representative despite numerous calls. It is disappointing that they are not accessible when needed. They have previously kept customers on hold for extended periods, only to disconnect the call. I am concerned about the whereabouts of my card and the delay in its arrival. Dealing with this company has been the most challenging and unprofessional encounter I have faced. Their lack of customer support and the chaotic nature of the few interactions I've had are unacceptable. I am seeking a prompt resolution to this issue. The company's management should prioritize improving their customer service skills to enhance the overall experience for clients.
Reported by GetHuman-wuzhurna on Tuesday, March 2, 2021 5:28 PM
I have a fraud case open with case number SR1-[redacted]. Despite trying to reach out all week, I received the Fraud Questionnaire in the mail yesterday with a due date of March 3, [redacted]. I attempted to fax the documents today at 10:41 am but encountered issues. I faxed them twice to both numbers provided: Fax #1 - 1-[redacted] and Fax #2 - 1-[redacted]. I have all the necessary copies and was planning to request an extension due to the late arrival of the paperwork. Unfortunately, I have been unable to speak to anyone regarding my case as no one is answering the phones. I have been waiting all day from 7 am to 10 pm to no avail. Please contact me at [redacted] or through email at [redacted] to discuss my case further. Thank you. Sarah R.
Reported by GetHuman5800688 on Tuesday, March 2, 2021 7:17 PM
I contacted this evening but was informed by the automated voice that I do not have an account. I need to add a security code and my social security number to access my account. I was expecting a new card today, which did not arrive. My account was compromised, and I urgently need to enhance security measures. I have a deposit scheduled for 3/3/21, and I need to pay bills. I am concerned the hacker may have altered my information. I require a new card promptly to prevent any unauthorized access to my funds. Contact UPS to locate the card and confirm if it was delivered to my address. - K. D. Sheldon 94 Mountain Vista Drive Apt. [redacted], Skyline Terrace Stuarts Draft, VA [redacted] [redacted] I kindly request a callback regarding this issue. My nerves are unsettled, and I appreciate your attention to this matter.
Reported by GetHuman-kdsheldo on Wednesday, March 3, 2021 1:31 AM
My card's expiration date was February 28. I was told I'd get a new one before then, but it never arrived. I can't reach a live person, and my rent is due. How can I access my funds now without paying the $15 card mailing fee, which I believe isn't my responsibility? I'm distressed. Contact me via my husband's email as I don't have a cell. Thank you. - Sharon
Reported by GetHuman-scottped on Wednesday, March 3, 2021 3:45 AM
Hello, I am Sherry B. I have once again noticed that Century Link charged my debit card twice in the same billing month for the second time in 2 months. I reached out to them, but my statement only shows one payment made on March 3, [redacted], for $79.70, excluding the $3.50 convenience fee for online payment. I find this inconvenient and wish to lodge a complaint about the double billing in March and February. I prefer to address this issue along with other unauthorized transactions on my account in one comprehensive complaint. The paperwork sent to me remains unreturned as I faced difficulty accessing the necessary information online. Attempts to contact Direct Express led to a high volume message, leaving me unsure of the next steps. For inquiries, kindly reach me at [redacted] to provide clarity on the situation causing my frustration. Thank you, Sherry B.
Reported by GetHuman-bouthots on Thursday, March 4, 2021 11:53 PM
I'm Jaime L. Schatz. I am currently in the hospital due to seizures caused by a fraudulent hold on my Direct Express card. Despite contacting customer service, I have not received any clear explanation or resolution. I was requested to send multiple images of my ID, which were all rejected. It has been four days with no progress. I have been unable to speak with a manager as I have been repeatedly disconnected after extended hold times. I am contemplating legal action if the fraud hold is not promptly removed from my SSI Disability card.
Reported by GetHuman5811724 on Friday, March 5, 2021 8:03 PM
I have been trying to contact Direct Express for the last four days regarding a hold on my card. I have submitted a photo ID as requested but they denied it, claiming it was too dark. Despite sending them more photos and calling 27 times with long wait times, all customer service agents have been hanging up on me when I request to speak to a manager. I have essential bills, including a 6-month-old to care for, and rely on SSI funds, the stimulus check, and my tax return. Due to Direct Express's negligence, I couldn't access or pay for medical treatment. I am preparing to take legal action if my card is not released promptly. Please lift the hold on my card immediately. Thank you, Jaime Schatz.
Reported by GetHuman5811724 on Friday, March 5, 2021 8:27 PM
I need assistance reopening my fraud claim. My wallet and phone were stolen while I was in jail from November 18th to January 16th. Despite speaking to multiple agents, they were unhelpful until I spoke to Brandi from the fraud department. She advised me to send a detailed letter and verified documents through Fedex fax, which I promptly did. Despite being initially told my claim was in my favor, it was later denied without explanation. I have been trying to obtain the denial letter, the investigator's information, and the basis for the denial with no success. My lawyer and the county attorney agree there is no legitimate reason for the denial, and we are prepared to escalate this legally. I need the necessary information to proceed further.
Reported by GetHuman5812111 on Friday, March 5, 2021 9:38 PM

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