Direct Express Reviews

The absolute worst customer service I've ever ran into from any company not just a Banking Company. I've never had that type of treatment from a customer service representative. This lady was rude. She jumped the gun and froze my card without my permission. She kept asking me canned questions as in did you or did you not authorize this transaction and I was just calling because the transaction looked weird because I it was the first. I just got the card refilled and it immediately had a charge for 1999 that I wasn't aware of and when I called her inquire about it because it said that the charge was from a purchase on the 2nd so it really confused me saying that there was a purchase I made in the future since time travel isn't a thing!

I have waited more than one occasion listening to the phone ring for 4 plus hours only to have someone answer the phone and say hello hello like they can't hear me and then hang up. The expedite a card is expensive. When I don't expedite it I never get the card. On some occasions on the 1st of the month I've had to wait three days to get ahold of someone because their call volume was high. When I get paid once a month waiting 3 extra days with no food, can't pay cell phone bill so it's disconnected, than I've had to pay reconnection also. 3 days to have the block taken off that they put on is far too long.. Hire some people Direct Express!

They locked my Card for NO reason. I don't use my Card on a daily basis, so by the time I noticed my Card was permanently locked. I think they give you like 2-3 days after they lock your Card to respond or permanently locked. Since 4 MONTH now I have NO access to my Money. I went thru countless hours of waiting on there caller waiting loops. Talked a few times after finally someone answering. Every time you need to give all your Info. Then they made me send in Pictures of my IDs. NONE is expired but they, or there AI claims they are. My DL for example expires in Sept. of 2029. Now they send me a link for verification of some sort of Biometric Company. I did that too and, NOTHING. We all are better off keeping our Money under the Pillow then with them. I lost my Place because I could not Pay the Rent. After 4 Month I still have no access to my Money. Called the SSI Office, answer, there's nothing we can do.

I recently received a new updated debit card and learned that the chip was defective and was unable to get any money from the ATM or inside of the bank. They informed me to contact Direct express and request a new card. The attendant that I spoke to was rude for no reason. Cutting me off, not listening, guessing wrongfully of the issue I had and wouldn’t let me explain anything and then started yelling. Really. 😮 She is extremely unprofessional, and it’s so unfortunate that we are of the same race and cannot have a decent and respectful resolution. I am in awe. 😔 It is not my fault that I received a card with a damaged chip, I shouldn’t have had to be treated like a criminal.

Absolutely appalling business, horrible web and app functionality, and predatory interface to keep elderly veterans and social security recipients confused and their money stuck with Direct Express. There is nothing direct or express about this business- it is a black hole that absorbs the money of those with less stable lives and preys upon them, profiting off of their lack of wherewithal. I will be writing my congressperson about this, the federal government should have nothing to do with this organization. It is shameful.

I have had this card since 2004 and never had any problems with it, I hope they don't get rid of it.

The most horrific deadbeat company in existence. I'm certain they have a CEO at this good for nothing lost cause. I wonder who the loser is. Fifth Third took over and nothing has changed. I wish nothing but a horrific life for these good for nothing losers.

Direct Express, perhaps unintentionally, has ageist systems that exclude their elderly users from obtaining services such as having (VODs) Verification of Deposits sent via fax. If you don't have an email address and you can't use online services or mobile apps, I advise that you don't use this company!

Cut me off my card, can't get back on it, can't find help.

I have been trying to get on Medicaid due to very low income. They requested a balance statement. We tried for I bet 8 hours on 3 different days to contact someone. It is impossible to speak to anyone. We tried the app and we were unable to log in due to change in address, email and phone number. Unable to see transactions in account. Worst service ever!

I am a 77-year-old disabled senior and Direct Express I've been with them for 15 years. All of a sudden they say I need to be verified so they cut my money off, kept the money I had in the bank and well I can't get nothing. They said they I had to verify. Well I sent them my Illinois State ID front and back, my social security card, everything and they keep denying it. I don't know why they won't even tell me why all of a sudden I had to be verified. Isn't 15 years with them enough and nothing. Had nothing, no problems and now I have nothing. I can't pay my bills. I'm going to be living underneath the bridge in a box. Yeah I can't feed my animals. I can't take my dog to the vet all because and they won't tell me why. They keep telling me to send the same stuff. I probably sent it 20 times every time tonight. Please somebody help me. Linda

Absolute garbage company, you can basically NEVER contact someone at the company. And your card will basically not work online at all. It is declined even with sufficient funds. And they will deactivate your card without notifying you in any way ever, for you simply purchasing a dog flea collar like you always do once a year from a very reputable company.

Direct Express is the slowest most unreliable bank I have ever had to deal with. The customer service is absolutely horrible, not to mention if you call them during business hrs. expect to wait for hours only to not get anywhere with them, and don't get upset although all outcomes lead to this, they will hang up on you, leaving one very angry and depressed. They lock your card for no reason and when you call if you can get through they try to tell you that you requested the lock, or in my case I was out of town and lost my card after seven months. I ordered a new card and my account was short $5735.00 and must go through dispute process, and who knows how long that might take. Word to the wise, once you get a card and account establish an account with a regular reputable bank and have them change your direct deposit. One can also call the treasury electronic solutions department and complete the process there.!

If you are forced to do business and get a card with them then expect the worse customer service. I had no choice being that I had to recieve my social security card on this card. I believe that they treat people horribly knowing they are either mentally ill or elderly taking full advantage of that they won't have the knowledge patients or understanding of how to go about to be treated with respect. I know this because I have called for my sister several times. And when questioned about how I was treated or when I expected to be treated with respect I was instantly hung up or told they could no longer speak to me. Now that we have brought that to attention I'm going to begin by saying for the jump or the min receiving the card it came extremely late leaving me with no meds to my own money and told nothing could be done about this.

Card stopped working. Called to get a new one verified all my information, paid extra to get the card in 2 days. Received new card Thursday, activated the card and was able to use it. Come Friday, I am unable to use the card. Somehow it was deactivated. I called in to figure out what's going on. After staying on hold for over 1 hr. I get a guy named John. He told me the system was not working and to call back in a few hours. I asked to speak to a supervisor. I was transferred to another line for 40 mins just to get a rude supervisor named Stephanie who could not answer any questions. Why was my card deactivated? All my information has been verified repeatedly: name, birthdate, SSN, address.

They said my card was reported as damaged and cancelled the current card which was perfectly fine and sent out a new one to my address from 7 years ago without my knowledge or consent. I only foumd out about it because I tried to check my balance. So I had to re-give them my current address and wait q0 days for a card I didn't need. On top of that they were supposed to waive the replacement card fee because it was no fault of mine and they did not. When I called to get it refunded they kept put me on hold for 48 minutes the first time with no response and 1hr and 2 minutes the second time, again with no response. Then the replacement card they sent me was no good so I had to order another card to replace it and again, they were supposed to waive the replacement card fee and did not.

Bad customer service. Had to wait hours just so they can answer, and when they do so quick to wanna hang up.

Direct Express should shut down. Open a real bank account. They suck.

This is the worst business. It's the second time it's taken me over 10 days to activate my annual card! RUN RUN RUN. DO NOT USE the Direct Express card for your payments you will regret it IMMEDIATELY. THEY take advantage of disabled people and jam up their funds for weeks. The staff act entitled and RUDE, They are incompetent and USELESS, Even the managers are unhelpful and don't know HOW to get a card activated with valid paperwork, and don't care. They also limit your daily withdrawal for no reasons.

Horrible customer service. Wait for days to access money. Ssi needs to change banks. They are horrible.

DISGUSTING!!! This place STEALS social security benefits from senior citizens----like they did to me---It's been over 2 months since I called & asked them to mail me a REPLACEMENT debit card---NO CARD!!! NO MONEY!!! NO GROCERIES!!! Thanks to this DISGUSTING place, I am homeless & live on the streets!!! Every thing about this company is DISGUSTING---in more ways than ONE!!! Do the C.S. reps have NO hearts in their chests??? MY GOD!!! The reviews about this (so-called) are TRUE because they are written by cardholders that have been SCAMMED by this DISGUSTING organization!!! MY GOD!!!!

Need to update your cards and add tap tap feature on your cards like the other cards do.

Your card isn't that good because I tried to use it on Google play and you declined it all the time and it upset me to the core. Can you please fix it? Make it work again.

They are not going to reimburse me for fraudulent transactions. They are terrible and do not honor the FICA insurance that is supposed to protect individuals as for myself. It's obvious that their card is not secure, which costed me, a disabled individual, to do way more work setting up another account for my social security payments. Please advise, do not get this card, ever.... Just run.

Instead of doing a real investigation, they quietly closed my case on the 12th business day without ever notifying me; I had to call them myself just to find out it was shut down. They completely neglected to pull any ATM security footage or camera reels. When I escalated the case, they just sent me a massive 26-page denial letter to clear their desks.

This "company" has been nothing but a headache since the SS selected to pay my benefits... Customer service is USELESS!!!! They do not assist you, the transfer to my bank acct was marked as suspicious and they got several copies of my most sensitive documents and did not linked my funds to my bank account.

To Whom It May Concern, I am filing this formal complaint against US Direct Express (Direct Reserve Credit Card) regarding deceptive business practices, failure to deliver services, and unauthorized credit inquiries. I applied for a credit card with this company over two months ago. Upon approval and being assigned a credit limit, I paid an initial fee as requested. Subsequently, I was asked for an additional fee, which I paid in good faith. I was informed that my card would arrive within 7-10 business days. That timeline commenced on April 16, 2026. As of today, June 1, 2026, I have yet to receive the card.

They literally have the suspect that used my card info ON CAMERA, IN-PERSON at the #douglas county courthouse but they denied the dispute. There has to be persons at Direct express or its affiliates that have given out the account info. The courts, district attorney, and the police in San Antonio and Omaha ALL know and have done nothing. The dispute department at the card company must have something to do with it as well. It's disgusting how corrupt these places have ALL become. I DID NOT AUTHORIZE ANYONE TO USE MY CARD INFO.

Last week I spent over 8 hours on hold for assistance over three days. I spoke with many different representatives, supervisors and their fraud department over an issue that should have been easily resolved. Each person told me something different. They were lacking in every way. Even though I followed instructions on their website/app, and what I was told to do over the phone. Nothing worked for my situation. I was told it would never work, and that I should take my money out and put it in another bank. I did exactly that with 5K the next day. That credit union’s debit card worked for what I needed on the first try.

I have been trying to call the dispute line for 2 days and no one will answer the phone. I have been on hold for hours at a time and nothing.

I give them a minus 10. Awful. Don't sign up. If you run into an issue, you will spend months trying to resolve it. The worst service ever. These people are abusing the elderly. My brother, an elderly, has been trying to access his account for over 6 months post an illness and all he gets is the run around. He calls them and every time he ends up having to speak to an agent and ends up transferred from one agent to the next. One time he waited 4 hours and one minute and still he could not get the issues resolved (see screenshot).

Wow how do they get away with this is what I want to know. I tried to help my friend. She is here at Wilton Rehab. We have sent emails with all of her info. Birth Certificate, SS card, ID. Same issues. They say expired ID when it it 2027. Then we did it on the cell phone where they send you a link for copy of your ID & your face recognition. The lady name Annette. No last name apparently. She asked for mine but said she cannot give me hers. Why is there no accountability? How do they stay in business?

This Direct Express sucks. They say they have a 24/7 customer service. That is a lie to the American consumer, my card has been messed up all weekend. I have not had access to my funds all weekend because I started calling them about this issue Friday night and all I get is a recording that they are experiencing high call volume please call back during their not peak hrs. Here it is Sunday and I am getting the same message. WELL WHEN IS NOT YOUR PEAK HOURS WHEN YOU WAKE UP!! It is stupid for you people to treat people like this. 3 days are your peak hours get real!! Idiots. 00000 stars.

I just think it’s inhumane that it is 2 o’clock in the morning. My card got stolen or there’s money that’s being taken from it and I put on hold for 45 minutes let alone I’m terminally ill and my heart is racing because I’m so scared of how unorganized and unprofessional this company is. And then I get no answers or I get answers that are kind of like all I need. I knew that I am running to switch my stuff over to a bank account and I’m telling you friends I would do the same if I was you..

Worst customer service on planet. I needed them three times for fraud reviews. Failed all three times. Don't even think they bothered. I can't believe the government allows these people to handle Social Security payments and SSDI payments. Top people should be fired. Just a horrible horrible company.

It's A scam. They keep your money, they don't return it after you've been Hacked, My SSi chose this bank. I'm hiring an Atty. I'm not done with this group of hand picked **.

They stole 300 from my Direct Express debit card in fond du lac Wisconsin walmart. I call direct express to do a claims, that resolved take 45 days. I ask then for a temporary 300 until they resolve the case. More than 10 days. I call today. Direct express tell me that they denied my 300 temporary because they don't believe what I say. Ok. Next month I'm moving to another bank. Direct express is a piece of crap. Don't use their service. Open a regular bank.

It's been two months my mother in law's been trying to get access to her SSI benefits. Direct Express put a block on her card so I had to spend hours on the phone waiting for them to answer so that I can help her send her ID to be verified. She is 74 years old with some dementia. Direct express an email saying they need more documentation because the ID doesn't have an expiration date. Well Arizona IDs don't expire. So I send her other documents, never get a confirmation email.

I can’t believe this. They never put the money ever back into your account when you get refunds from stores, etc. Then today I have a -29.99 day reversal adjustment, Are they kidding? Guess what I getting rid of you. How dare you rip me off again.

This card sucks. It is constantly declining my transactions. I can't pay a bill from local utilities because it gets declined. I have never been close to being overdraw, the card isn't locked & I'm sure they can't say City of ..., or Southern CA gas are questionable vendors. Calling does no good. I'm just getting rid of the card after I have been told I have to go to social security office to switch my direct deposit. You are supposed to be able to do this online but they won't let me!! I just found out shower gift I was expecting today that I ordered from Amazon for less than $30 was declined so I have no gift. There is nearly $3000 in my account. Do not use them for your Direct Deposit. I have had Direct Express for nearly 3 years & these problems have been happening with more frequency the last 6 months.