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I authorized a payment to AAA...$81.00. On my statement that Direct Express sent to me, they show an additional charge of $22.24, the same day I authorized the $81.00. Talking to Direct Express is like talking to a wall. They don't know why it shows two charges. I told them that all I was doing is reading what they sent me. I authorized a car insurance payment of $311.12...and the same day an additional charge was for $162.02. Now, the Direct Express says it is not what shows on their computer, but it does show up on my monthly statement. Why have a statement sent to me if it doesn't match what they have on their computer. The Direct Express people are unable, or won't, understand why I am contesting these charges. I told them I never authorized them. Oh, AAA said they only received the $81.00, car insurance only received $311.12, I wonder who got the additional money I was charged.
I have been a Direct Express debit card user for over 5 years and I have been illegally charged each time I use my debit card. I demand that Direct Express be investigated and prosecuted for illegal debit card charges. I further demand that Direct Express accounts be frozen and its owners be prosecuted. I demand $80,000 in damages which I plan to file in court.
When I tried to get funds from a Chase ATM, using my Direct Express debit card, the ATM did not dispense money but deducted the requested amount from my debit card. I looked online for all rules regarding use of the Direct Express debit card. It specifically states that when a dispute is filed, if the dispute form is filled out and received By Direct Express within 10-business days they snail-mail you the form but accept the completed form(s) to be faxed to them. (Why not fax (or email) the forms to us). It states that the investigation may take up to 45 days but, "a provisional" credit in the amount of the dispute will be put on the card.
Nowhere in the online Direct Express guidelines does it say that if all is met, "you may be eligible" for the provisional credit nor does it say, "there is "no guarantee" that you will receive the "provisional credit" (even though all factors have been met) but when you call Direct Express and talk with any representative, they all, without exception, toss in the "You may be eligible and there is no guarantee you will receive the provisional credit even if you meet all requirements as stated in the rules for card use!" I ask each rep that tosses in the "you may be eligible" and the "there is no guarantee" you will receive the provisional credit even though you meet all the guidelines. Where is the site that has those 2 provisional exceptions and none can tell me (because those 2 exceptions are "not!" Anywhere in the rules of debit card use! It specifically states if guidelines are met, a "provisional credit will be added to my card, period!
Every time I talk with any rep, they are condescending, tell me to shut up and talk to me like I'm a 9-year old boy! (I'm now 64!) It is truly amazing how reps can arbitrarily add things to the rules of card use and my blood pressure starts rising when I have to talk to any rep! After this dispute is settled, I am having my Direct Express changed to Chime Bank. (You can't even add funds to the Direct Express debit card! You are aware that this business falls under the guidance of the federal treasury (but try to talk with anyone about Direct Express because they have locked up the phone numbers so even when you contact treasury, they tell you to call Direct Express! What a racket!
I asked about my share of interest earned while Direct Express is in control of my funds (fixed income, etc) and they just laugh! Hey! While I'm waiting for my investigation to conclude, those funds are in an account controlled by Direct Express and only think it fair I receive my fair share of interest earned while I am deprived of my federal SSA benefits! If I was to rate this company (Direct Express) there isn't a negative number low enough!
On the 21st of May, 2018 I called to check the remaining balance on my CashPass card. I had switched FROM Direct Express originally in Minneapolis, Minnesota three years ago. The balance was $3.00 and some change. MOST, if not ALL Social Security recipients were issued this card eliminating paper checks. I did this to obtain a PayDay loan. However, in calling my CashPass card, the automated voice system had "trouble reading my card number." Maybe it expired. So I go to the Social Security Office in my neighborhood, they tell me to call Social Security and contact Direct Express. I did so. They mailed me a NEW Direct Express card. The remaining balance on my OLD card was transferred to my NEW card. The customer service representative said that my monthly benefits would be deposited on the NEW Direct Express Card. Mind you, this NEW Direct Express card has no balance, whatsoever. ZIP!
that my monthly benefits are NOT on the new card! SS is FEDERAL! It's obvious that there had to have been a deposit from the SS ADM. MADE to MY DIRECT EXPRESS card in order to have gone from a 0 to a $10 overdraft, right? My concern is how many other people are victims of what seems like fraud and systematic "privatization" of individuals receiving benefits... Like myself? This is a FEDERAL matter! Now, I have to wait a few days just to get my OWN money?! If even that soon? I smell a possible expose!
I've been receiving Social Security for only 5 months now and Social Security refused my direct deposit request, put my benefits on the Direct Express card without my permission. 2 payments were posted to the card without trouble but by the 3rd payment, the card was used for money transfers to Azerbaijan and for other purchases, none of which were done with the card, nor by me. Essentially, my benefits were stolen. I reported and disputed the transactions and was issued a new card. Most of the disputed transactions were reversed and money was returned but within a week, reimbursements were reversed, re-posted, reversed, etc, and after I'd removed the money, via ATM, at considerable transaction fees, Direct Express reversed the reimbursements again, resulting in an overdraft on the card!!! Again, my money is gone.
I contacted Direct Express to question the transactions and have been bluntly informed that the reimbursements are considered "provisional" and the returning the stolen money is (and I'm quoting) "at their discretion". Interestingly, the funds that are now being "reversed" (taken) are for amounts that I've never seen before, AND, customer service is reading off amounts that don't show on my online statement. Effectively, by over-drawing the account with frivolous and obviously contrived amounts, I am now at the mercy of Direct Express who is in the position of taking subsequent Social Security payments from me to compensate for their contrivances (which are, at this juncture, blatant theft).
I cannot understand why the Federal Government of the United States of America promotes this thievery, and allows it to continue. Complaints addressed to Direct Express are met with apathy and or condescending tones and attitudes. What causes me the greatest concern is that I'd applied for my Social Security 6 months in advance and received confirmation that direct deposit was established, only to receive the Direct Express card without my request, consent or application and am now being told that they will not release payments to direct deposit. The card is obviously not secure, easily hacked, and the number is obviously easily stolen. Extremely suspicious, at the very least.
Updated on 06/18/2018: Just received notice from Direct Express informing me that after an alleged "investigation" their documentation indicates that they "cannot confirm that fraud occurred" and that "transaction(s) in question were conducted with your authorization". The "transactions" were for approximately 400$ to be sent to a bank in Azerbaijan! "You may request a copy of the documents in[sic] which we relied..." Yes, I MAY request, but there's nobody to whom the request can be made and the customer service number (1-888-741-1115) and the direct number (**) for "Amanda" are useless.
Oddly enough, there are a multitude of complaints online, with both the Better Business Bureau and Consumer Affairs and yet, the theft continues, relentlessly. One truly has to wonder why no action is being taken to stop the theft which is now obviously "Grand Theft Larceny" (although, being the U.S. Federal Government, one could suppose the answer to that question is obvious).
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On 1-3-2018 I went to Walmart in Toccoa, GA to obtain money order for my rent. To money order machine quit working as I was trying to obtain money order. Did not print receipt so service manager wrote me a handwritten receipt. I checked my balance there in Walmart and the money ($283.00) had been taken out of my account. Proceeded back to the apartment complex and deposited my money order at which time I checked by balance on Direct Express and it had been debited back to my account. Walmart called me and said the money order machine was working correctly now giving customer a receipt now. I proceeded to go back to Walmart to purchase another money order.
This time I got money order and receipt. Everything look ok. The 283.00 had been taken out of my Direct Express card account. This has been back and forth since 1-19-18 when I filed a complaint with investigation. (Tracking Number **.) Letter states, "The $283.00 provisional credit dated 1-31-2018 will remain as a permanent credit on your Card Account. We encourage you to visit Direct Express to view your card account balance and transaction history." I check my account at least every other day since 2-2018.
Then I call and get nowhere. As I talked to them today Level 2 agent (Kirsten) she confirmed that the money would be put back on my account but there was no set time they had to put it back. I am a 69 year old senior on fixed income with and have little money left out of my account after my monthly bills and medication. Please help me get my money. Have all my papers and will be glad to e-mail upon request.
May 1st 18 I had my card stolen, May 2nd I filled a police report, then filled a dispute, 5-3-18 person arrested who stoled my card. Police finding credit cards with ID's of me and several others, charged... case solved, you'd think right. Mind you I sent in police report plus... all needed, and kept contacted with Calvin a Direct Express card advocate, open closed case to most. But not to a non existing, no email. No phone number ghost level two... and .99% of the time you can't get thru to Direct Express... I'm still awaiting word about this.
I'm on not last breathes. I am dying of blood cancer. But thanks to Calvin and these Caspers, I'm now without a place to live, as I cry asking Dept of Treasury and Social Security, why doesn't this cards level two have a phone number or fax number or email address to where clients can get a hold of them... and people have said, "Your case is open shut." Yet I'm now homeless. Sick and weak... I was bed ordered and now... I have nothing. Because of this company's level two that I honestly don't think existent... heartless lying words of a so called advocate and... a I'm homeless now. Complaints... oh yeah I got lots. Open eyes I hope I do... for others not to become victim of this company's games and not caring about sick people. Someone needs to fight for people like myself who can't... open eyes to the Dept of Treasury and be an angel please.
Literally the worst customer service next to Straight Talk. I called in because there was supposed fraudulent charges on my card so they suspended the whole account as I’m on vacation and tell me they can’t do anything about that. I’ll just have to wait for a new card which will be a few business days. I have a job that starts and when I explained that to them I was transferred 6 times hung up on 3. As soon as I get my money off this card I’m done with their services and I would suggest anyone else who has this card. I’ve had it for about 5 years and it’s always something. FIND A NEW Company soon.
Hi my name is Janet **. All my information was stolen and every time I order a new card it keep getting change and send to whoever stole my information. When I call to get a new one they keep let the person get a new card. My SSI check keep being stolen and when I order a new one they keep charging me. I put in a claim and nothing has been done. I been going through this for five days and no one has answers for me. They keep send me to a, different department and no one answers the phone. I need help asap and I have a fraud case open and nothing is happening. I needs my money and new card asap and for someone from the fraud department to call me like now. I'm going to the police and reporting this company and the news.
Hi. I am writing this review to let people know do not go with Direct Express Debit Card Services, they are very unprofessional, and the Customer Service representative do not provide good customer service. I was waiting on a debit card that was shipped out on the 30 of April. I was told that it would take two business days to be delivered to me. I now find out that it was shipped out Tuesday. And will not arrive until Thursday. The representatives will tell you anything just to get you off the phone. One even went as far as to yell at me on the phone. I have been with Direct Express for years and if you have not gone through what it is that I went through just wait. They will do you the same way too. They do not know how to treat people. They treat and talk to people like an animal. After 6 years with them I have decide to leave Direct Express. And if you have them you should leave them too. You are better off going to a bank.
I have had my card declined many times. Today as well as another time I had to buy groceries, went to Walmart like I Always do to pay bills, shop and grocery shop. Card declined! There's $209.00 in the account and finally had to use my Credit Card at $65.00 interest each month. I will have a higher daily rate because they declined it 3 times tonight Again... You can't do anything, they do not care and it's too costly for people struggling to make ends meet. They give 1 free atm cash out as well as being charged to use it about every place I go anymore.
At USPS I'm not allowed to get cash back anymore as Direct Express stopped that too. We can't afford this card. The numbers rub off on a brand new card, can't read it and when you get a new one the old letters are almost completely worn off. No customer service and a redundant message every time you call giving you months of your direct deposits. Stupid, costly and they could care less. Bad choice by SSA and seems like it costs them more to force use of this card. Anything to charge a consumer these days just like every other Business today.
Recently I tried to withdraw funds from my account only to find out that it was locked because of suspected fraud attempt. While thankful for this, I was never notified and no declined transactions are on my account history. This incident occurred on 3/26/18 and I found out on 3/30/18. This delay and the information given to me by their representatives cost over $25.00 since I had to have the new card expedited only to find out later I was able to receive a cardless wire transfer through MoneyGram. While I was fortunate enough to not fraudulent transactions to dispute, the failure to disclose all transactions, I was unaware of the identity theft. I could have saved both fees if I had known of the incident sooner. It's sad how they treat customer.
I open a dispute on November 11 2018 and as of February of this year I got the letter saying that I won my dispute and my provisional credit will be issue as permanent credit here. It is April 15 and my account still saying neg balance. I call and spoke to level two. They say issue a tracker and some even say they will even email their supervisor and to get it resolve to see why I haven't got the money. They all see the same thing where the dispute was won in my favor so why I haven't gotten my money and sometimes I can't reach them because sometimes I get hung up on because high call volume. I feel like no one is looking into this. It just sitting there and I haven't got a phone call. No email, no mail, nothing. Just when I keep checking my balance thinking it been resolve it hasn't. I really need to be look into because this doesn't make any sense. It shouldn't have to take almost four months to get your money back.
I was recently hacked. Direct Express allowed 27 fraudulent withdrawals from my account. They never contacted me while this was back to back charges from NM. I've had account for over 1 year. My transactions never reflect any activity of this nature. When I discovered this I was told all I could do was report card stolen. I got new card along with a letter stating it would take 90 days. I have bad health. I have Dr appointments, treatments, and can't pay my rent, subject to be evicted, can't pay car insurance or payment. They have no option to get thru to fraud dept. I talked to many supervisors that promised to put me thru but due to heavy call volume was disconnected. Then they have nerve to charge me 4$ to replace card.
I recently had my information stolen and promptly reported it to Direct Express. I was sent a dispute package in the mail. I received notice that the merchants had provided adequate paperwork stating that I had authorized the transactions, which I did not! They then told me to pursue the merchants myself to recover my money, which is nearly impossible. I was initially credited the money when I disputed the charges, which was quickly revoked upon their erroneous findings. When I checked my statement, I discovered many errors in their system, where money was credited twice and removed, then credited again and removed again, then there were supposed amounts that were credited and removed that didn't exist. In summary, I'm leaving Direct Express ASAP. DON'T TRUST THEM!!
I had an issue not with Direct Express but with ATM belong to 7/11. I tried to get 400$ and the ATM wouldn't let me so I went to the other one and it tells me I don't have enough money so I went home, I checked my account and it shows that 7/11 took the money but it did not give it to me, so I called Direct Express and I explained the situation. After 5 days my money came thru with no issues.
I would not recommend DIRECT EXPRESS to anyone in my family, friends etc. Direct express has poor customer service and is unhelpful when you ask them something. I DO NOT TRUST THEM and I don't think you should either.
I had ordered a new card after seeing purchases that I hadn't made. Paid the extra money for two day delivery only to have it take 5 days to reach me anyway. They didn't refund that money...but Ok. Then when I received it 5 days later which was the day AFTER my Social Security check was deposited to the account only .58 was in the account. They tell me that someone took it from an ATM on a brand new, never opened, never activated account. Then they say, "We will send you a packet to report the fraud." That never came... "But that even though we are fully aware that you could not have used or taken the money it will be at least 90 days before you will get any money back." Didn't receive packet. Never got money back.
Each time I called was transferred back and forth between level 1 and level 2 and hung up on no less than 20 separate occasions and was told there was no supervisor and that there were no alternatives, no recourse, nothing to be done but to cancel the card again...and I suppose hope for the best the next month. Lost everything because Direct Express is dirty as hell and I am beginning to think they are part of the scam. Nobody works this hard to protect criminals unless they are one of them. Just Sayin'. Also have a relative that reports very similar circumstance. If any of you know an attorney willing to take this on... Please I beg of you. I didn't deserve to have this happen to me and then the people who are supposed to be securing my money to treat me as if I was at fault and be so hostile and rude? Something has to be done about these people and fast!
This is the most horribly, inefficiently run company ever! Chase Bank in New York checked my account to see if we could take $1,000.00 with no service charges. The teller confirmed we could withdraw with no charges, but never took the money from DIRECT EXPRESS! Spoke with branch manager at Chase; she did a review of transactions for that date and found no discrepancies. Yet, DIRECT EXPRESS has debited $1,000.00 from my account.
Submitted a bad review and got a condescending, token response from some female executive from Direct Express! I submitted an investigation and finally received a letter stating they could find no error!!! So, again, I called Direct Express and was hung up on by their phone system!!! This is the worst company, managing MILLIONS or BILLIONS of dollars of Social Security Money and they have a HORRIBLE WEBSITE! DONALD TRUMP: PLEASE FIRE DIRECT EXPRESS!!!
I had my funds stolen off my card, which my card number was stolen on 3/2/18, I got unauthorized purchases on my card and been trying to open up an dispute with a level 2 representative, but with these high volume of calls is making it impossible for me to get my money back. I am tired of getting the runaround and running into this high volume call answering machine. I got bills to pay. I ain't got time to play no phone tag with these fools. I want my money back. They need to open more lines cuz one line is so ridiculous! This dispute needs to get going as soon as possible!
They said my card was being investigated, they have not told me why and they have my money. Please help me with this. I have moved and all my mail isn't came in yet. So my phone number is **. I have been watching for someone to call me for three days now. They have all my money. I HAVE RENT TO PAY. I cannot pay a late fee. Thank you.
I have had problems with this card for over 4 months. I am homeless have no money. Social Security issued Direct Express debit card. Law states social security has to be there by the date it's supposed to be. I contacted Social Security. They said once they released the funds it's not their problem. There is nothing they can do. What a bunch of crap. I have had various conversations with Direct Express. Comerica sponsors the card but the gentleman I talked to said "he has no clue who they are." He had worked there 3 years. I asked Direct Express. They cannot say who they work for, who is the employer. The address is p.o. box out of San Antonio Tx. The Better Business Bureau doesn't know either.
My account's been tampered with by unauthorized activity on card on the 1st to some place called Edgar International. A new card was issued, then shortly after I got the NEW card, it started happening again but this time it declined. I never lost the card nor was it stolen to begin with. I tried to resolve it by going in to ss office, and they said it was nothing they could do. I called and all they did was issue me a new card and the same issue... WTF is going on, never had this problem until now.
What a nightmare! I understand they have to be careful in this situation BUT how do they expect me to fill out the paperwork accurately and get it back in 10 business days when the paper statement they sent me has mistakes on it? And for one of them to say to me “allegedly” to me I think is unacceptable to say the least. They should call it “go broke trying to prove you’re not a thief”. My card info was hacked and that’s scary BUT dealing with them is worse. I called them on the 2nd but they put the start date as the 6th. Nobody can tell me how that happened. I’m now waiting their decision. I’m curious to know HAS ANYONE been able to beat the two days and get ALL of their money back? I know I’m too late but I wish everyone good luck!!!
I'm still waiting to get my money since September 4th of 2017. I save my money for two months to get a place to live to only have it all took from me but Direct Express said they were giving it back to me cause they see what happen.. well it's been months and I still haven't seen anything. It done put me on the streets, borrowing money thinking I'll be able to pay back... Do anyone ever get their money back or have any good experience from this company? I mean how what do I need to do to resolve all this? I mean I talk to a lawyer by all this he telling me he goes to talk to the news get the news involved... Is this the only way to be heard?
On 12/30/2017 My husband tried to use the ATM. He noticed that there was no money coming out. He thought it was something he was doing wrong. He was slightly inebriated (lol)! He tried a few more times and then he got mad at the owners of the store he was in. The police were called and they told him to show them what the problem was because he was excited. Then he tried to get the money out again and the officers gave him a sheet of paper with the owner of the ATM's number on it and their badge numbers. I filed a dispute with Direct Express and received a provisional credit. When my husband got his benefits on the 1st, His check was 180.00 short!
They took the provisional credit back! The owner of the ATM sent them paperwork that said that the ATM was in working order and everything added up! THIS IS A LIE because the officers themselves saw that there was no money coming out! I called Direct Express and they told him to find new information and they would reopen the case about the money. The owner of the atm told me that the case was closed even if I got the officers to call him. I am going to also get a notarized letter and the next one is a class action lawsuit that is going to include everyone that has been put in a bad situation because of Direct Express! It's not fair and someone has to pay!!! Anybody interested in class action suit please contact me at **! I will sue for damages and the right to ask that the government uses another provider other than this one! The customer service sucks and somebody is stealing!!!
This is the third time in just over a year that my account has been hacked. The last time was one month ago. This time all my money was withdrawn from 3101 West Tennessee ATM. And all on the same day as my deposit. I am in Florida!
Well everyone, for one it is unfortunate that we all have these negative experiences with Direct Express and even more unfortunate that we all can't come together and share our bad experiences and form a group to protest to Washington. My experience is written a few times here and it discusses the sly way my account was compromised. I was lucky to the fact that I reacted quickly to save my money. If I hadn't by now I would've been on the streets. My apartment complex has no grace period and more than that has no compassion. So since the person that was able to compromise my account has nothing but a cancelled credit card had help from the inside. Yes, I'm saying Direct Express. From what I have gathered speaking with them for approx. 4 hrs. throughout the week, this is the only answer.
Quick recap, my account was placed on temporary restriction because a phone number not associated with mine phoned in and tried to obtain my balance. On 1/23/18 I phoned in at 10 a.m. to make certain my account was o.k. At 10p.m. I went to ATM to draw my money out and my card was reported lost. A new card was ordered in my name to be delivered to me on 1/25/18. I had no idea that he had opened a UPS My Choice account in my name on 1/17/18. I obtained tracking for the card on 1/24/18, called UPS and said scheduled for delivery 1/25/18 by day end. Logged on to UPS. on 1/25 and said to be delivered by day end. It was delivered at 6:33p.m. east coast time and I am west coast. Wasn't at my door. I looked further to the tracking and read that my card was rerouted to Florida on the 24th. I called Direct Express and immediately shut card down before they activated it.
How did I come to the conclusion that it's an inside job? 1st off he called in to obtain balance, 2nd he called in and shut account off on 1/23 at 5:33p.m. and ordered a new card. 3rd he had to call in to obtain tracking number in order to reroute the card and fourth he had to call in to attempt to activate it. Yes, he called on 1/17 and 1/23 but not on 1/24 to obtain tracking number and yes he called in to try and activate it. Someone inside was able to give him the tracking number. 2nd when a card is sent to you, wouldn't you assume that there are restrictions that the card is not to be rerouted except the shipper? No, he knew that my card had no restrictions attached to it. He knew this on the 17th when he opened the UPS account in my name.
The very last thing that tops the cake is that I am disabled. I had a very expensive heart operation without insurance and my credit is crap! I stay in my home and don't go anywhere. My social security number is compromised. I haven't applied for anything in years. Only 1 entity has my Direct Express card number and my social security number along with my address, phone number, etc. I emailed my senator for help because the U.S. Treasury Dept. of Fiscal Services controls Direct Express but doesn't investigate them.
BTW Senator Masto did nothing! I tried every entity of the government that I could to have the government investigate. No such entity from what I found. 60 million a month goes through Direct Express without being monitored, don’t you think that it's strange that you can enter your S.S. into a phone to obtain your balance? Is their phone system hacked? Are they doing anything about from what they say is the most elaborate scam ever?
I did the legwork, I called the police in Florida and filed a report. I called UPS and filed a report, I called FTC and identity theft and filed a report. I have 10% of my heart and have thoroughly exhausted myself trying to get to the bottom of this. The only thing that I was able to accomplish is for them to believe me that I wasn't the one that lost my card and did this and second my account is on high alert and for any changes to take place they have to go to the social security office. Woopee! When I spoke of this internal leak or mole of theirs, they changed the subject. The only thing that I can see that is important is that Air Force one gets 24 million dollars’ worth of 2 refrigerators installed and not replacing the money that many people have lost due to the negligence of Direct Express.
It is a debit card, so you can use it to purchase items, however, if you wish to access the funds such as to pay bills, they charge you $1.50 to transfer the funds to your checking account. Takes about a week. So now the benefits are done, I have carefully removed the funds, leaving the $1.50, and I want to close the account. FAQ says to call their customer service #. Yet the menu selections do not let you access this service, nor does it clearly get you to someone. And they hang up on you if you try more than 3 menu items. I have been hung up on 3 times. Each time I had to enter the card number just to be kicked out. The last time I got kicked out because of heavy call volume. Not worth any more of my time. Do Direct Deposit if you can.
Majority of time when I call the line is so busy I am kicked off. When I do get through, when I am transferred, the line is dropped. It is impossible to get through to someone, I have been trying for 2 months. When I finally reached someone today, I asked about emailed statements, because we need it for emergency services, I was told by a supervisor they do not email statements, only standard mail, and that I should make an online account with Direct Express, however the online site only gives the last 4 months statements, so you have no access to statements before that, period! When I complained that we should have access to OUR OWN STATEMENTS, I was told there was nothing they could do. This service is TRASH. I don't understand how a service offered by Social Security, can be so bad.
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