Direct Express® cardReviews of usdirectexpress.com

I had to literally shut my Direct Express account down that I was getting for SS. My card was expiring and I needed a new one & AND I COULDN'T GET A HOLD OF A PERSON ON THE PHONE. These people are the worst at customer service and I had my Identity Stolen from me through an internet scam and could not get a hold of Direct Express to save my life! ON HOLD FOR HOURS on the phone, or phone calls completely dropped! so, I had to lock my SS profile with the Government, File a police report with my local police, and had to file a complaint with the FTC. The only way to make changes to my SS is in person, at an office. ALL BECAUSE OF DIRECT EXPRESS INCOMPETENCE. Do you know how inconvenient that is going to be?? If I ever move etc? Word of Advice? STAY AWAY from Direct Express. WORST. COMPANY. EVER.

I have tried to talk to a real person for a week; different days, different times; all with the same result-disconnected after telling me you are too busy to answer my call. I need my account number to set up Venmo and it does not show up on my online statement. Ridiculous! Now what?!?

On 6/29/2022 All my ID documents and my bank card were stolen by an abuser. I have a police report. Between 7/1/2022 to 7/5/2022 It took many calls and 22 hours on hold get Direct Express to answer the phone. I told them of the card and ID theft. They claimed they would cancel the stolen card and would send me a new card. A Direct Express Fraud Department agent 'verified' me by sending a code to my email. The Agent said he would debit my account $18 for the new card and it would arrive in 2 days. Direct Express had NO hesitation sending a new card to my mom's address in another state using an email verification code. The card arrived 4 days later. On 7/8/2022 I called the Direct Express number to activate the new card - after over 5 hours on hold - my call was transferred to the Fraud Dept. Direct Express Fraud Dept REFUSED activate the new card. A Direct express agent (and a "supervisor" Melanie) Demanded front and back copies of my driver license, birth certificate and social security card. <<-- ALL THE ID THAT THEY KNEW WAS STOLEN BEFORE THEY SENT A NEW CARD. They refused to accept a copy of the police report. They refused to verify me using any security questions. They refused to verify me using the same email verification code method they've been using for the 3 years I've had DirectExpress. MY ABUSER/ID THIEF COULD FAX ALL MY STOLEN DOCS TO DIRECT EXPRESS AS THE "PROOF" THEY WERE DEMANDING. ONLY MY EMAIL IS SECURE OR SAFE! Direct Express has KNOWINGLY left a domestic abuse victim stranded, with no access to my own money, food or shelter, and KNOWING my phone wil be shut off any minute. I can not even call for help if my abuser finds me. Direct Express "supervisor" Melanie told me: "Too bad. It's not my problem. If you don't like it have your money deposited somewhere else." When I informed her I absolutely intended to make that happen, Direct Express "supervisor" Melanie said : "Go ahead but if you cancel Direct Express, we're keeping the money in your account and there's nothing you can do about it." I tried calling back two days later on 7/10/2022. Direct Express has voided the card number they sent me and removed my social security number from their system. I now have no way to contact them and no way to get the money they've stolen from my account. Even after Direct Express has taken my money and locked me out of my account, they keep sending my personal and contact info to an abusive stalker in another state. They have even given him my mom's address and phone number - enabling him to Harass and Threaten an 80 Year Old Lady. And I have no way to make them Stop endangering me or my mom.

Very Bad Experiences. I live abroad which complicates things as it is, but back in Feb I had an issue where suddenly I could not use paypal to transfer funds to my bank (which I had been doing for 7 or 8 years.) When I called, the first person I talked to told me the card doesn't work with "cash apps" (I was using the web site and not a "cash app") and there was nothing she could do. I asked to speak to a supervisor and she transferred me back to the main menu. The next person I talked to said they needed to "whitelist" my card and it would take 24 hours. 5 days later the card still would not work. After another 6 days and three calls, finally a rep tells me that my "international op-in" expired He reset it and the following day the card worked. This problem took two weeks to solve. Next issue. In June 2022, I noted my card was expiring in August. Called them to verify when I would be getting a new card. They ended up canceling my current card and sending me a new one. It arrived at my address (halfway around the world) in 5 days. Great! A called direct express to set the pin on the brand new card, fresh out of the envelope and was immediately transferred to a fraud rep. I was required to email them a copy of my passport before they would unlock the card. Okay, fine. Two days later.... Nothing. Called them back. Good news Mr G. We have received your passport and I can unlock your card. I checked my account on the website, and the fraud suspension was removed and the card is now "registered". Two weeks later (July 1st) I went to transfer my funds via paypal only to face the same problem I faced back in February. No transfer over $20 would go through, and in addition, my card does not work at any ATM. I called direct express, but was unable to get through do to "We are currently experiencing high call volumes...You can check your balance at yada yada yada, or if you prefer you may call back at a later time"..... It has been 6 days and everyday I call, I get the same message....... 6. Days (so far). No access to my money.

It says alot for this company. To be one picked by the people. Who are put in a position. To look out for us. This companies doesn't have a satisfactory history at all. To say the least but continues. To be the choice for millions. Recieving benefits thru SS administration. The fact they have such a below average rating. But remains over millions of accounts of people. Says alit about the so called people. Who chose this company for us. Without even including us in the decision. Even though it's our money they have. They're almost impossible to reach. Which makes no sense. When your dealing with other peoples money. The other day I called twenty six times. Still wasn't able to speak with no one. About my account information that isn't available online. Like they say it is this has been an issue. With this company now the recording. Will just hang up on you. How they chose this company. Males me think what's going on. For it to give horrible service. At a failing it's customers significantly. Yet nothing is or has been done for us. Who have to deal with them. It was better when they did checks. That way you dealt with the SS office. You was able to be placed on hold to wait. To speak to someone unlike here. They make money off us as customers. The fact we aren't valued at all. For them to even have the decency. To want to speak with us. About out account is something I'm feed up with. 26 times in one day. Still wasn't able to speak to no one. With it being like this all the time. I'd recommend getting your money. Having it sent somewhere else. Stop letting them make money off you. Without giving proper customer service. To it's customers as of today. I'm done with them profiting off me. Switching as soon as I can to another bank. A real one with proper service. Wjen dealing with peoples money. Doesn't matter that I've made official complaints. Against them for the bad practices. They have and what they've been known to do to peoples money. They're still able to continue to function. With no changes being made. I feel bad for the older people. Who can't just get up and change things. As far as dealing with them. Because of age and other factors.

Could not get my money out of my account for over a month . customer service was nice at first but then I realized they have no idea what they are doing. When they do not know what they are doing you get a different answer every single time you call in and get a different person. This is the poorest service from any bank or supposed government backed bank I have ever seen. They are content with just leaving you money on their so you cannot touch it even though it is government money put on there ..if I had the power I would totally and completely shut this company down and fire every single employee. They Moe answers up and then when that does not work and you ask them what's going on the supervisors get rude and even say my case will be escalated and signing 48 hours it has to be addresses and fixed. Well 33 days later I still have not heard anything even after a dozen phone calls. I almost feel like they treat everybody like an inconvenience just for asking them to do their job they were paid to do.

Made me give the 1 star. Worst Card EVER!! waited 3 hours on phone. SCAM ALERT! if you can use ANYTHING ELSE dont use this Card you been Warned!

Unable to change my password. I was told it could take up to five business days to have someone contact me and explain how to change my password...! Time to find out who runs the joint! To me, with alllllll the complaints you would think someone would step in and start firing the ones who are the source of the problem! Nothing like tax dollars paying for another incompetent government agency!