Direct Express

These people are the absolute worst in customer service. They will put you through painfully frustrating hoops to try to get your card activated. I've been trying to help my mother who is a senior with bad vision. They won't offer assistance if an customer has another person on the phone trying to assist. It's been at least 10 calls (connected. Not to mention over 100 dial attempts to call), and still have gotten no where with these folks other than they need some other form of verification faxed to them after already having had sent them what they requested previously. They don't give a damn because their default excuse is that they are handling millions of accounts. Obviously they don't have anyone competent enough resolve issues.

My father-in-law's card expired and was never sent a new card. We've been trying to get through to the customer service number for DAYS and the outgoing message just says they are experiencing heavy call volume and hangs up on you. No option to leave a message, stay on hold or receive a call back. And no other means of electronic communication like an email address, fax number or live chat. He depends on this money as his sole income and now cannot access his funds to pay bills. This is a terrible way to treat your tax paying citizens! Social Security won't help either, it's an issue we have to resolve with Direct Express. Very sad and frustrating!

Why haven't I changed to a different bank. I'm almost sure I can even though I get government funds. They have some of the worst customer service reps. There have been times that I can't connect with them over the phone for 2 days. First on hold then after ten minutes they hang up. It isn't right that you can't talk to your bank when you've just been hacked and your money is steadily dwindling from your account by someone other than you. I did get my money back from them for that hacking, but
It took a while. I also can't figure out where my leftover money goes at the end of the month. My summary only shows the amount I receive monthly, and subtracted from that number are the debits. I asked where my money was going, that after 3.5 years I should have accumulated some cash, and to this there was no answer. He politely excused himself and hung up the phone. I'm thinking that they have been ripping me off for some time. If you are with this bank I would like to know if the same is happening to you.

Direct Express is worst for gov benefits. Second month use declined. Cannot get through to resolve issue. Last month, 7 days before getting through. Frustration of benefits being held hostage. 24/7 customer service is a lie. I have tried each day over 24 hour period. No matter time of day/night, they don't answer. It's cost me fees finding alternate ways to pay debts. Horrible!

Called 20 times throughout the day for my mother so I could hand her the phone. Not once after entering the same credentials, over and over, did I even make it to being on hold. Just a hang up each time. Website didn't have our issue. Simple fix to just needed 2 minutes from anyone.

I would not recommend this card to anyone. You can't get a live person until you follow the prompts, it repeats about 5 times before Customer service comes on. We needed a statement from my account for my Medicare, I was told they would mail it, haven't received it after several attempts, It's now 1 month later and still no mail. Their site is just as bad, you get locked out, it tells you you have the wrong password... unbelievable! Take your money somewhere else.

If your renewal card is due soon, be aware that since jan 2020 direct express works thru a new bank (Comerica) and your new debit card might not work at atm if you don't call direct express to ask for international opt-in. I called about 10 times in 2 weeks, got a different answer/solution every time or they got the fix wrong. Still waiting for resolution. Very uninformed customer service and level 2.

Direct express is without a doubt the worst possible way to receive your pension or social security funds. Their customer service is non existent taking numerous calls to even have a chance of getting a hold of a representative. Then they like to hang up on you while saying they will transfer you to another representative. Your deposits are most often late by hours and sometimes days. I can't conceive of a single reason they are still in business other than their government contract. Avoid at all cost.

This is the most ridiculous bank I've ever dealt with. They don't answer the phone lines they leave you on hold listening to their unpleasant music for a long period of time. Also you can't log into your account with their app without getting a error message. Their customer service department does not respond to written correspondence, disputes or refunds for money taken fraudulently from your account. In any case, it's impossible to contact this bank in a way that will be successful. Maybe filing a lawsuit will get them on track and into action. To be honest, I can't understand why the government chose this bank to distribute benefits or money to people. I think it was a worst decision.

I live overseas and keep calling day and night and a recording comes up saying "heavy volume. Try calling non peak hours. Its 4 am for gods sake! No email, bot, chat, answering service alternative offered.

Tried for 10 days to get my card activated for overseas use. Submitted 6 "White Tickets". All were denied. Answered countless security questions for verification. On hold for over 16 hours in those 10 days. Do yourself a favor and find a company that values their customers. Ridiculous how they operate.

I've been trying to change my personal profile information for the purpose of online I.D. to purchase products since April 2021 unsuccessfully.
This includes changing my pin. I was instructed to fax a copy front and back of license call and verified
Number faxed from. Rep kept asking for the same info that I have no idea when how or who made the changes and totally ignored the fax claiming she needed the bonus info to proceed. The call and wait was abusive.
Sheena... BML My a×× Will the real racist please stand & leave the room

It is nearly impossible to get through on the phone numbers they provide, And there are only two. I've been trying for days and finally mailed a letter to them, so if you have an emergency, you are out of luck!

Never works for online purchases. Don't bother calling them. They tell you something that sounds good just to get you off the phone. I don't know if they're jerks or just idiots but I'm betting on both. How am I supposed to buy food for my family and pay bills? My water was cut off this morning because I had a payment arrangement to pay before they opened this morning but of course the card didn't work. Avoid a supervisor named "Tony" at all costs. He's as dumb as he is rude. He suggested I go out and buy a prepaid card with this card. I shouldn't have to do that! That's admitting that direct express is useless. As a handicapped person, I can't just go out whenever I want to. I have 82 suspicious activity emails from them today from such places as Walmart, my power company, my water company, AT&T… the same bills I pay every month, but apparently Walmart is running a huge fraud ring now. Hire some new employees and maybe actually train them to do more than press a button on a phone!

Had a replacement card not sent on the 2 day promised delivery. Now the automated system is looping me through a tracking # and does not allow further requests for another, and after 5 days calling no one answers. No solution, money locked away no security or chat live agents. Used this for 5 years, now I am bankrupted by a computer run away system. Calls to Social Security get a ' who gives a damn, we don't care' response. Bad system by design.

Direct express has the rudest customer service I've ever seen in my entire life. They should not even be in business. They do not care about their customers at all. If I could give them negative 10 stars I would.

Egregious fees! Horrible customer service. Inexcusable and horrendous customer service for those who can afford it the least. Makes you wonder how and why someone would get Pigeon holed into this by SSI. Just get out or avoid of this financial whatever it is at any option. Disgusted!