Direct Express Reviews

We have been battling USDX for months trying to recover funds that were stolen by online cybercriminals. We have provided more than adequate evidence that these fraudulent transactions were not authorized or performed by my Jay, the account holder, and that based on Google’s instructions, policy and procedure on fraud claims, these are in fact, unauthorized, fraudulent transactions of which the financial institution is responsible. This claim has been opened, denied, closed, reopened, escalated, denied and closed over and over again to no avail. We keep receiving vague, template denial letters with unfounded dispositions. Now we don’t get any response at all.

To lose almost half of a $1900 monthly social security deposit when it’s your only source of income is debilitating to say the least but then to be told that you performed these 50+ transactions inside in one morning is basically suggesting that your claim is one big lie. It’s a slap in the face and insult upon injury. Additionally, their processes for obtaining documents and filling a claim is archaic and practically obsolete in this day and age of technology and is obviously designed to delay and discourage any hope of recovering your funds.

Upon additional research, we found out that it appears USDX has been embroiled in multiple class action lawsuits relating to fraud complaints. So even as these lawsuits are being settled, the same unscrupulous practices continue. Where is the accountability and why was USDX’s contract renewed by the Federal Government again? It appears the only ones really benefiting from these lawsuits are the attorneys and USDX. No surprise there. We retained our collection of backup documentation and research notes which are available upon your request.

Jay has since changed bank accounts with the help of our local Social Security office manager at the Gilroy, California location for which we are grateful but are still out the $700+ and no closer to any hope of recovery or some sort of satisfactory resolution. The attached document is a partial listing of the fraudulent transactions we have disputed. We cannot provide a receipt as indicated below because these are not purchases. We provided proof of this by submitting Jay’s purchase history on Google which is proof of a negative - these transactions are not recorded. Jay’s Direct Express account was breached and the funds systematically deducted, and his and his account depleted in a matter of minutes only limited by the funds remaining in his account at the time. Jay is still receiving “hits” on this deactivated account by fraudsters still attempting to extract more money.

One last comment, why doesn’t USDX implement the same technologies that other financial institutions have to deter and prevent these breaches? No flags, no notifications of potential fraud activity or suspension of the account until proof is provided that the transactions are authorized. Essentially no effective firewalls in place to protect the account holders from theft.

Well there's nothing they can do to get ahold of the bank because I don't have a account and said that I'm a victim of crime. I told the bank and it the same all over. Now they're saying to send in my ID after they identify me so I did. Now they're saying that they can't read it. I have sent it in 4 times and getting the same runaround and still no results. That's 150 dollars and that's a lot of money. I'm on SSI. Don't know what to do anymore

She asked me who name the card is in, and I told her it was in my husbands, but that I’m the designated payee and I have the letter from Social Security to prove that along with my notarized copy of my power attorney, as well as the fact that I’ve been married to the man for over 20 years. I would say that I have never experienced someone rude, disrespectful, altogether… but that would be a lie because over the past year and a half I have seen how the most needy and vulnerable members of our society like my husband are discriminated against and abused by people like the woman I spoke to. She was yelling over me when I was asking questions and she was downright terrible. At one point, she said “that I needed to calm“. Pretty much I was told that I’m making a big deal out of something and she didn’t really have the time to deal with it.

I was very professional on the phone although I’m sure the desperation could be identified to somebody who had to keep ability of empathy. I asked to speak to a supervisor and she told me because my name is not on the card. She can’t verify the account therefore she can’t get me to a supervisor and then I had to call Social Security. I’ve been dealing with this for quite some time, and I told her that I have all the documentation that Social Security will give. I just need to be put in touch with somebody that has the ability to do something about it and it seem to be a bit above her pay grade that that’s why I need to speak to a supervisor and she outright told me no…. Degrading discriminatory things that I won’t repeat here. I then took it upon myself to Google Direct Express complaints and I found a number to call. When I did this, I was putting in touch with the direct express customer compliance department.

When I started explaining the situation, I was cut off and asked again whose name was on the card very curly and then she hung up on me.. Three phone calls to that it might be dealt with. I’ll tell you what it won’t be dealt with and I better cross my fingers that my disabled husband and our 13-year-old daughter do not get evicted in the meantime. I wish that this problem is unique to direct express, is definitely one of the worst but certainly not unique. Any of the systems that are in place to protect my husband seem to be the ones that hurt him the most. I thought maybe I was grasping at straws, saying that he was being discriminated against or pushed aside because he can’t speak. I am 100% sure now that I am not overreaching.

This company’s customer service along with things like motive, Care, Magee, rehabilitation hospital, Keystone First, Jefferson health and more have made it plainly obvious that my husband is not their priority and made it as difficult as possible for me to be able to advocate for him. He has been pushed to side, neglected, his healthcare and his safety has been sacrificed as a result of apathy and laziness… dignity being able to access his own money have been taken from him and the people that are supposed to help have made it worse, hard, and less of a person because he’s disabled. I’m disgusted.

I also have a PayPal Prepaid Debit Card and they got me a new card delivered in 2 days. Don't believe their website, don't believe their automated attendant's information it tells you, don't believe their employees and just don't believe anything they write or say.. It's mostly all lies and misinformation which they purposely mislead you with. I waited on hold for nearly 2 hours before being hung up on. This company Unethical and immoral. With such bad reviews and ratings why is this company allow to get away with this?

We felt hopeless in that there was no way to solve the issue between us and US DirectExpress, so we filed a complaint through CFPB(Consumer Financial Protection Bureau), after this, at least, US DirectExpress started to contact me. I insisted on using email to communicate with US DirectExpress because I could have records for our communications. To transfer the money to my bank account, US DirectExpress stated that they need a letter/statement from my bank which shows both routing number and account number. We went to the bank a couple times in person. The bank can only give us bank’s auto deposit form on which a copy of a check shows my name, address, and both routing number and account number or bank’s standard letter which only shows the account number.

The bank is not supposed to write a special letter with both numbers. So, we went to another bank to ask if we could get the letter US DirectExpress required. Both big banks said that US DirectExpress’ requirement for bank’s letter was very fishy. US DirectExpress didn’t allow us to transfer the money and asked us to ask SSA to withdraw the money from my DirectExpress account. SSA said that we should ask DirectExpress to get money bank. At this point, we were thinking about a lawsuit against US DirectExpress. Finally, US DirectExpress asked SSA to withdraw the money. We had a very bad experience with US DirectExpress. From the website reviews on US DirectExpress, my case was not individual. There were several lawsuits against US DirectExpress because US DirectExpress tried to hold the money. If possible, try not to use US Direct Express. Someday, you will hate this unreasonable company.

And I ditto the "hanging up'. Several times if they didn't answer your questions they put you on hold telling you they would check some other way that would help you and after 20 minutes you get disconnected. After getting my 2nd denial, I called to explain that they were wrong in their decision. She sorta giggled and said that there was nothing I could do about it and hung up. The first claim I had to send proof to them to open the case back up, so I sent Activity reports from Google and Amazon. The reports substantiated that I had no activity on my accounts.

There was no response from Direct Express. I believe that Direct Express rubber stamps denials whenever they want. There is so many other incidents during this sham of an investigation I could write a short story. If you have another way to receive your benefits, do it. There are many other ways. I would join any class action suit against them. Please contact me. If you have any problems with direct express, document all your communications and get names.

Total. $469.92

March 6, 2024 at approximately 8:AM, I called Direct Express and informed them of the robbery. The representative explained that she would cancel the card and a questionnaire would be mailed out and I should receive it in a few days, and return it by March 20, 2024. March 20, 2024, I had still not received the questionnaire.

The representative explained that it was mailed out to my address on the 7th of March. She instructed me to send an email to: USDXclaims@usdirectexpress.com with all information related to the incident. March 25, 2024, United States Postal Service, “Informed Delivery” informed me that I will be receiving mail from Direct Express today. I emailed a screen print of the email received from USPS.

I called Direct Express to find it was denied because the questionnaire was not submitted before March 20, 2024. I never received it until March 25, 2024. She explained that it would be 45 days to 90. April 22, 2023, I called Direct Express and was informed that my claim was denied. I inquired why and was informed by the representative that I had claimed transactions from the 4th and 5th of March which was a lie. Email me your name, cell no and email

I called DE fraud, but they did nothing to help me. I did not get my money back. The reason they gave was that the charges on the card were similar to mine. Of course, they were going to be similar. Whoever stole my card lives within my block. I have never had Verizon, and there is only one address I use Uber from: my daughter's. They allowed someone to take advantage of me.

I even called Verizon when I saw a charge pending and asked them to stop the charge, but they said, "No, we can't do that." I never got my money back. My husband is no longer here, but he fought for our country, worked, and paid his taxes so that when he died, he could leave me with his pension to live on. This is what DE does. No help.

This is so wrong. Like I have this thing just sitting in my living room gathering dust because I can't use it due to a horrible design and I can't return it to anyone and it's just money lost that I can't afford to lose and now the state of Utah has declared me no longer disabled due to the medication I'm taking which doesn't take away my disabilities at all it's just a sign of Utah's political atmosphere and nothing else and the only way I've been able to get around is that stupid scooter which was nice while it lasted for small trips, like just the distance of a few blocks - each way.

That's another thing though, I barely used it. Like I would have gotten so much use out of it over time had it not been a one month and dead sort of engineering. I think I'm lucky though considering some of the reviews of people who were able to use theirs longer. They use a metal composite that just fractures due to the composite they use, instantly and without any noticeable warning, leading to injuries, often severe. How this hasn't been recalled is something I will never understand.

I need my money back. I need help. The scooter being horrible isn't Direct Express' fault. But what is their fault is that it is taking so long. I'm disabled. I can only handle one of those horrific hour and a half calls rarely, I can't do it because of the horrible music they play hurts my head so badly - brain swelling and other issues that make me susceptible to that, and it takes everything out of me for days or even longer. I need help. And DE refuses to give it, seeming to hang up every time instead, on someone who has spent an hour and a half of their life waiting to speak to someone who is their job to help. This is shameful.

Original review: Direct Express has blocked my card! I cannot get through to direct express at 1-888-741-1115. They never responded! I need my card. I have a family to feed! I have been oh hold for 5 hours in the phone waiting to speak to someone at direct express to unblock my card.

I'm currently out of the country and am in an emergency situation and I desperately need to get back home to the US. After finding this non-goverment website, I have looked at the reviews and now understand that this is a common occurrence. I want my money. I need my money and I'm not able to access it. Who are these people? How did they end up being the approved bank for social security? How do I get in touch with anyone who can help me? At this point I'm scared that this bank is having serious difficulties! They can't even employ enough people to answer customer service calls, and this is the officially sanctioned bank for social security funds?

I have done this four times. I attempted to transfer funds again. Denied again with no explanation. I have now, in the past 10 days, attempted to transfer funds, only to have the transaction declined. I have called Direct Express 10 times in the last 10 days, twice speaking to supervisors, who can only "guess" as to why my transfer is declined. They don't know and do not have access to see why. What a joke! So it's a complete guessing game! Recently I was told to wait a day for "account verification," call back to confirm verification and attempt transfer again. Two days ago I was told by a customer service rep that she "confirmed" that my bank account verification went through. I made the transfer again and again today it was declined. I have called Direct Express three more times tonight. The last call I was told their "system was down" and to call back another time.

It is mind boggling to me that money that belongs to you is "held" by this company and no one there will help you because even they don't know what is going on! This is the biggest joke and waste of my valuable time. I have spent hours upon hours trying to find someone at Direct Express who can just tell me WHY my transfer attempts are being reversed. Yet absolutely no one can tell me. Unbelievable. There is no answer to the problem. How is this Customer Service??? I have now resorted to contacting my congressman, filing complaints through the US Treasury (who oversees SSA).

Did you now that there are class-action suits against Direct Express and Comerica Bank?? Not surprising. To lose my husband and best friend is one thing, but SSA and Direct Express time and time again add insult to injury. Horrific experience that I am beginning to feel will never be resolved. Absolutely the worst "agency" I have EVER dealt with and that is the honest to God truth.