Direct Express Reviews

Tried to use my direct express card on-line, my card was declined. Called Direct Express to find out why this is happening. The first person, I spoke with CONRAD, who explained to me, that Master Card place a restriction on my card. I called Master Card, only to be re-routed to Direct Express. I spent about an 1 1/2 waiting to speak with someone at Direct Express. The Second person I spoke with, explained to me, they have a list of responses, pertaining only to Direct Express accounts, and said she does not know anything about what, why or any information about Master Card. Both representatives were quick to suggest cancelation and go to another card service, both spoke to me as if I were their subordinate, rude and short tempered, I will immediately contact the VA & Social Security Administration, the my new direct deposit information, and never deal with Direct Express I would suggest, to everyone, avoid all dealings with Direct Express.

They FINALLY stop have three plus hold & wait times only to make it so the card simply STOPS working for zero explainable reason - of "for your protection" and then make it so it can't be fixed. They are a worthless company doing little more than using your funds when you can't. For a place that was set up to help those with a disability manage funds they make it so places such an individual would HAVE to shop impossible to shop.

My husband and I recently got our marriage license last month and I emailed Direct Express and emailed my new ID front and back, my social security front and back that has my new last name. I even ordered a new card with my new last name and the next thing I knew I'm being told that my card won't activate cause I am being accused of FRAUD!!! Just because I have a new last name... I called social security today and they told me to just have my social security benefits moved to my bank, the person even told me he's been working at social security for 10 years and he's been dealing with the same problem from a lot of people.

I have been trying to activate my replacement card for FOUR days. Constant calls, incredibly long wait times, the calls get disconnected, the moron who finally answers is clueless and the call disconnects. In the meantime, I can't pay my rent, buy food, pay my other bills....I'm blind and disabled and don't know what to do. Worst customer service I have ever encountered my whole life.

My card was fraudulently used $249 in another state in 9/2024. Direct Express gave me a new card & provisional credit immediately. 12/2024 I received letter from them stating they confirmed the fraud, I get to permanently keep the provisional credit & there’s nothing more to do on my end. I’m thinking ok great, glad that’s over! Nope! Jan 3, 2025 there’s a reversal charge $249 back to direct express. THEY STOLE MY SON'S ssi $! I’ve called 6 different times, spoken to multiple fraud specialists & supervisors & get absolutely nowhere each time! They keep telling me to call back in 3 more days, & we don’t understand why this has happened. it’s not typical. One specialist explained to me that when the person closed my fraud claim & founded fraud they were supposed switch the provisional credit in the computer from temporary to permanent & they had not done that!

I have been with Direct Express since I started getting benefits and it has been the worst financial/bank I have worked with. Every time I call customer service it is an extremely long wait no matter the time of day. I was going to say it was due to them being understaffed, but after the conversation I had today they are extremely rude as well. That's okay. I am taking my money elsewhere.

Direct Express is the most unprofessional company I've ever dealt with. Their customer service representatives are rude and disrespectful. They don't take the time to hear what is wrong before making snap conclusions (which has happened every time I spoke with an agent). Then, when I attempted to transfer money they had steps to do it, but some of the steps are nearly impossible and unavailable with other banks that getting the documentation is impossible. I ended up having my SSDI transferred somewhere else.

Keep in mind DE stated that they closed my claim for 12 times. They never approve it. I don’t need it. Now I got my dispute paperwork. It said conflicts in my paperwork. Can you please look into my email please?

I have submitted a valid driver's license literally 20 times this past week and a half! I received my new card and cannot even activate it because I am being flagged by their ridiculous system. I have spent easily 20 hours on hold times with no resolution thus far. I have submitted my SS card and birth certificate at least 10 times per request. My money is on my account and I am close to losing everything at this point! I am beyond livid that this company is even allowed to remain in business while actively withholding the funds of customers. I have NEVER seen such piss poor business acumen in my entire life!!

The absolute!!! worse. I'm missing $83 from my account that can cannot be accounted for. Every time I call I get put on hold and then they hang up on me. Customer service is slim to none and slim is on vacation.

I have gone through numerous cards because the chips wear out so quickly, it’s a joke. I just got a new card in October and already the chip won’t scan. Swiping it won’t work, either. Machine tells me to insert it. Well I can’t do that, the chip won’t work!! How am I supposed to get my money? My 3 kids SSI is on the card, so emptying the card at an ATM isn’t an option, plus I have numerous bills paid via auto-pay on the card. So now I’m waiting for SS to return my call so I can set up direct deposit and trash these cards. They suck.

Customer service was very rude. My mother confirmed her identity and then requested they speak with me. This has never been a problem in the past. Also, they never asked for her social and birth certificate, like her card; she has no clue where they are. So, she now has to wait to receive those documents and has a late payment on rent. The man was rude, and it seemed like he didn't care about my mother and her situation. The hold times are ridiculous. Make sure you call when you have a full day to wait.

The customer service is very rude unprofessional disrespectful. You have to wait 3 hours to even talk to someone. They talk over You and I was even cussed at and talked to like I'm a child. 767.27 was taken out of my account. Not secure. Direct express is a very poor company to use. They don't care about their customers' problems and concerns to them You're a nobody. Do not use Direct express.

The worst banking experience ever. I had signed up with my bank, was switched to Direct Express without permission or knowledge. This bank holds your deposits for days, even though it states in their terms and conditions it will credit within a few hours. Unable to reach a live person, no reason for the deposits to be held. Now trying to switch banks I was told it could take up to 60 days. See attached, section B line 2 states funds available the same day!

Well my problem has been resolved with Direct Express today but I still had to open up a bank account to be on the safe side for next year so I had to talk the supervisor of Direct Express. He was very helpful. I was able to finish paying most bills online especially my electric is important to me. So with that being say if you ever have a problem with them talk to the supervisor if you can. If you don't have a regular account for next please try. My credit at the time was terrible. I finally got it to be fair. It was hard but that was good for me to open up a bank account. Good luck and happy holidays. Never give up.🌻

I have been with US Direct Express for nearly ten years, just recently my funds have been unavailable for my use to be more specific, I no longer have access to my account via online, my ATM card does not work, and I have yet to speak to a representative on the telephone about my inactive card. The painful part is I am working on a down payment to obtain a house as a primary resident, also several family members are in need of housing and a place to stay. In all probability they are in danger of becoming homeless. I was homeless in 2015, the place where I live now is the place I chose to rent in 2015, I am still there. I need help!!!

I’ve been calling for three days now on the phone hours at a time to speak with a representative and nobody ever answers the phone. This is so weird. I’m still waiting. It’s almost two hours. If y'all thought I was fraud why did y'all send me a card? That’s crazy.

Terrible. They invalidated my card for some reason. I cannot log in on the app or the website. I have waited on hold for over 3 hours now trying to reach someone to speak to and have been hung up on once after an hour and a half wait. I cannot reach anyone and can't use my card. It should be a crime to treat people this way who are disabled.

It's been 4 days now customer service does not answer. It's sad that they can do this to people. Why do they do this to people? My son needs things. All I want to do is go get the stuff he needs and you all don't answer your phones.

Terrible service, they have a fraud protection on my card. I can't use my card, they don't answer the phones so I can't see why they put it on fraud protection. I do not like using them. I just don't know where else to go, banks won't take it.

They are the worse bank to trust any of your funds to and with. They are extremely rude and the process of verifying your identity is Ridiculous. No professionalism and they talk to you like a child as if they do not care about you. I truly know and believe that they need to be audited and reported with the way and how they conduct business.

I wouldn't recommend Direct Express to anyone. I've been on hold just today 3 hours, yesterday a total of 6 hours and still have not gotten my issue resolved. I'm on disability. It is how I live and no help from them at all.

Very Very bad customer service. This is the worst debit card to have and it's actually not the card but the people who you have to deal with. They're not helpful and they hardly answer the phone and they're supposedly 24 hours seven days a week. I ordered a new card and once the new card arrived I have not been able to contact customer service so I can activate my card. I have been calling after midnight Friday and it is going on 3 pm Sunday and no one has answered the customer service phone number 1-888-741-1115. I have not been able to access my money because of this and I am really hurting at the moment.

I have been tryna activate my card for 4 days now. I have never went through anything like this. I been calling all day, being on hold for over two hours, no active email, online is more insane. Seems a lot like fraudulent activity.

As the Power of Attorney for my cousin’s account, I have had an extremely disappointing experience with this bank. Two of their Social Security checks were deposited but stolen, and despite numerous attempts to resolve this issue, the bank has refused to contact or communicate with us. Their lack of accountability and customer service is unacceptable, especially when handling such critical funds. I would strongly advise anyone to avoid banking with this company. Protect your money and choose a financial institution that values transparency and its customers.

The worst ever.. I've never encountered such a rude customer service person in my life and that's 70 that's a lot of years anyway to say there was a fraud. I reported it and the amount of $978 from Google accounts. They granted my money and then did a reversal and said that I had to prove I didn't do it. Now what is the fraud unit 4 if someone can explain to me. I'd appreciate that. I'm still having a hard time getting my money at the age of 70 and then you getting $1,000 a month and Google takes it and the bank doesn't help you. How do you prove that you didn't do it. I asked them that well we can tell you that they said to me.. Well I ended up using a bad word and got scolded. I started to laugh. Anyway the worst experience ever. I hate Direct Express

Wow, I never write reviews, but I will make an exception for this company. Someone was using my name and email to open an account with them and when I received an mail welcoming me I called customer service. The agent kept telling me that she could only help me if I gave her my SS # and could not do anything unless I did. When I asked to speak to someone more knowledgeable, she told me she was knowledgeable and then hung up on me. If you are thinking about using this company, please be advised that their customer service is seriously lacking in knowledge, skills and basic respect. They should have "service" removed from their name.

Don't do it! Don't get it. Your card will not be accepted ANYWHERE BECAUSE IT'S PREPAID. Or they'll deny your purchase but they'll let anyone else use it. You wanna use it?! FRAUD! Some idiot gets the number and wants to use it?: "Oh please sir right this way." It's your money!

This is the absolute worst ever. I got my new card and I can't even activate it. I have been calling them for weeks and I can't get anyone to answer the phone. I'm on hold for hours. They suck. I'm going to stop this nightmare.. They never ever answer.

Horrible, horrible, horrible service. Every time something goes wrong with my card I have to verify my identity because the phone number & email isn't good enough on file. Customer service rude, non understanding. Also wait time is 2 hours. Still not be helped. Removing every dime from this card and closing it once this situation is done!!!!