The Best Way to Contact Direct Express

Direct Express cardholders have complained about how long it takes to contact Direct Express over the phone and speak to a live person. If you read the comments and reviews on this post, you will see that this is a very common and frustrating problem.

The question we keep getting asked is this: What is the best way to contact Direct Express?

If you are frustrated trying to reach Direct Express customer service, try our two-step process below:

NOTE: If you would like to write a review and rate your experience with Direct Express Customer Service, see the review and ratings form immediately below the end of this article under “Create Your Own Review”.

This post will cover the following:

  • Top Direct Express Complaints
  • The Best Way to Contact Direct Express
  • Questions about Direct Express

"The Best Way to Contact Direct Express"

Top Direct Express Complaints

The biggest frustration cardholders have with Direct Express is that it takes a long time to speak to a live person.

Meanwhile, cardholders have time-sensitive issues that need immediate attention.

Therefore, even though we have provided detailed instructions and tips on how to speak to a human, cardholders are unhappy because it takes too long to get someone on the phone.

Some of the urgent issues they need resolved are the following:

Fraudulent Charges

The number one issue Direct Express cardholder call customer service for is fraudulent charges on their debit card.

This requires immediate attention for two reasons:

First, the cardholder who is a victim of fraud wants to begin the process of getting their money back quickly.

Most Direct Express cardholders are on a fixed income and having someone take money from their account illegally means they are going to have less money to pay bills.

Second, it’s urgent that they report the issue to customer service so that the card can be shut off and a new one issued, so that the problem will not continue.

When they are unable to reach customer service, it means that not only do they have to live on less of their income but there is a chance the fraud could continue since the card is still active.

Replacement Card

The other source of frustration is how hard it is to get a live person on the phone to order a placement Direct Express card.

When your card is lost, stolen or misplaced – or you are a victim of fraud, getting a replacement card quickly is important.

That is because, without the card, you are unable to use the money on your Direct Express card to make purchases.

Long Wait to Reach Live Person

Some cardholders have reported spending all-day trying to speak to a human. Others have tried calling multiple times over several days and still can’t reach a live person.

The Best Way to Contact Direct Express

Here is our recommendation on the best way to contact Direct Express customer service department: We recommend a two-step process to be sure of success.

Step 1: Write them a Letter

First, write them a letter. Yes, we want you to write a letter and mail it.

Think about it, if you have an urgent issue, like fraud on your account or you need a replacement card and have been waiting days to get someone on the phone, why not write them a letter first, while you try to get them on the phone?

There are two advantages to writing them a letter:

First, you will get your issue resolved faster. If you have fraud on your account or need a replacement card, rather than waiting days to get someone on the phone, send a letter so they can get started on your issue while you try to get someone on the phone.

Second, make sure your letter has tracking (use priority mail with signature confirmation or certified mail through the post office).

With tracking, you will then be confident that they received your letter and are working on it.

Here is where to mail your letter:

Direct Express Payment Processing Services.
P.O. Box 245998
San Antonio, TX 78224-5998

Step 2: Contact them via Phone

In addition to sending them a letter in the mail, you should try and get someone on the phone.

You can call customer service at the following numbers:

  • Customer Service: 1-888-741-1115
  • Hearing-impaired: 1-866-569-0447
  • International: 1-765-778-6290 (Collect)

You need patience when contacting Direct Express by phone as we have mentioned.

However, while you are working to get someone on the phone, you at least know you mailed them a letter.

Questions about Social Security

Thank you for taking the time to read this article. We encourage you to post any questions you have about Direct Express in the comments section below.

If you found this article on “The Best Way to Contact Direct Express” helpful, we encourage you to “Share This” with someone who may also find it helpful. We always appreciate your support!

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Direct Express Card Help
Average rating:  
 21 reviews
by C. Delap on Direct Express Card Help

I'd give them a minus 10 * is it was on there. Totally useless and it's almost criminal that Social inSecurity pushes them when in truth, any bank that you currentlty have would be 1000x better. You don't need DE for anything, unless you can't get a bank account.

Here's the main issue, other than the normal ones, no help from DE, can't contact them, if they finally answer, you still have to jump through all these hoops, answer this, that, and then maybe be put on hold for ever, or even have to start over cause someone else picked up the line. OK, my friend passed away and somehow DE knew about that, immediately took the money that was in her account (only a couple hundred bucks), money that had been there for 2-3 months because she always left the same minimum amount in there. So now she's passed so they don't have to answer to anyone about that money. Fucking thieves. I bet they do this to everyone as quick as they can. Damn bank is total trash. But then, most banks are.
Don't know what to do to help her son now that they have stolen her money.

by William Kerst on Direct Express Card Help
Company card issue

I will try my best to help someone that is mentally challenged. I have been trying to reach someone in customer service to activate a new card. After waiting several times One 1h 49 min, two 1 hour 30 min three 1 hr. 46 min and today starting at :6:45 CT I waited 2 hr. and 10 min
After reaching Adell I was told she could not do anything even after she verified us. I want you to know I will try my best to make sure that any person receiving a disability use a different company to receive their money. Terrible customer service.

by wease jan walling on Direct Express Card Help
security number?

the automated voice says to enter my 4 diget number, i only have 3 numbers!!!So it say i've tried to many times, call later. trying to get this done for 5 hours so far.. HELP PLEASE

by Gregory Shepard on Direct Express Card Help

As I have stated in my earlier review I have been "PUT OUT" from being able to access my Social Security Disability check because of Direct Express FREEZING my account due to "WASTEFUL SPENDING" from what I've read for 2 MONTHS now when I will admit that I spent the money on money for things I needed to REBUY due to the fact that I LOST EVERYTHING I OWNED when I moved this last time, that doesn't negate the fact that I would have had the money to pay for my rent and such IF DIRECT EXPRESS HADN"T FROZE MY ACCOUNT AR EARLY AS THEY DID. They are part of why this economy is in such bad shape and it sounds like THEY DON"T HAVE ANY PLANS TO MAKE ANY CHANGES to the way they do business.
I haven't been behind in paying my bills and my rent for over 30 years and now thanks to this situation I am now 2 months behind., they can e-mail me at the above e-mail address because I'm tired of messing with them, I'm in the process now of closing out my DIRECT EXPRESS ACOUNT AND OPENING ANOTHER ACCOUNT ELSEWHERE. AND I AGREE THERE SHOULD BE A NEGATIVGE RATING STAR AS WELL.

by Gregory on Direct Express Card Help
It's Been My Experience

My Stimulus check was put on my Direct Express account and as a result I spent the money on what I guess they figure is "wasteful" items and as a result they FROZE my Direct Express account which I also have my Social Security Disability check deposited on and now I can't get ahold of Customer Service and I can't use my debit card with all my disability payments on. As a result of them FREEZING my account I haven't been able to pay my rent for the past 2 months and now face evection and I'm backed up on all my payments for the months of May and now June, and I'm still having trouble getting any kind of Justice for this situation. I don't think that they can see how they are just keeping those of us who aren't so lucky as to be able to work down and considered in some circles been called "Trashy" people because we don't pay our bills on time and keep this messed up economy messed up because of it. I think it would make a real difference if those that believe as I believe would right Direct Express and tell THEM how YOU feel we wouldn't see this problem take so long to get resolved if we all went to a different Debit Card Company, they would sure feel the impact they impose on us.

by Eric rousseau on Direct Express Card Help
Someone answer me

Imagine your social security check being deposited onto a US Treasury issued DirectExpress debit card and not being able to access the funds because you are locked out of your account. You try calling 8887411115
Several times each day but no one answers. Sometimes you wait an hour or more then are disconnected. Sometimes you just wait.
Worse company ever .how our treasury department Chose DirectExpress to handle funds sent to SS and SSI recipients is unbelievable

by Jerry E on Direct Express Card Help
The worst customer service possible

My complaints are the same as all the rest. It is impossible to get through to customer service on the phone. Also, there is no posted e-mail address for Direct Express to handle urgent issues. How is that even possible in today's age. More importantly, why does Social Security administration even use such a miserable service?
I created a $1,000 dollar electronic transfer from DirectExpress to my checking account 3 days ago. There is still no deposit into my checking account. The bills I needed to pay will not get paid on time. because of this. Does DirectExpress even bother to read the negative reviews so that they might improve their service. I'm sure if Social Security started using a different card service, DirectExpress would do something then.

by Moira MacLean on Direct Express Card Help
Is this the best we can do?

Snail mail? Are you f**king kidding me? I thought the United States Government and its private sector partners were better than that, and capable of so much more.

And don't even get me started on the hours I've waited on hold to reach a live human being, with no success. Something tells me if it was Goldman Sachs I was calling, the result would be different. You people are pathetic.

by Decoby Henry on Direct Express Card Help
Fraudulant company

I wish I could give this company 0 stars. I am on the brink of eviction because I cannot pay my rent because this so called company for the disabled has suspended my card. I've given all the possible (accurate) information and they will not take the suspension off of my card, nor will they send MY MONEY back to social security so I can cancel this card. It's a horrific experience I'm having. Every time I try and get through, I get hung up on by these customer service reps. What is really going on. Are you in the habit of stealing the disabled's money??????? Shame on you. I will be looking into to ways to file a class action lawsuit!!!!!!!

by henry on Direct Express Card Help
worst company

this is the worst company i ever saw you cant get no one on the phone i dont know where my payments going and no one to help. for this to be a company that work with the government you would think it would be okay. i have tried for over a month now to reach someone nothing and i am getting angry. you cant reach them by email ,chats or nothing something needs to be done.

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One comment

  • My card information was hacked and my social disability check was atm’d in Prarie du sheen Minnesota, I was promised replacement card expedited 3 to 5 business days, I have recently started Kemo treatments and would be homeless if not for landlords good nature. My jeep payment is not made and there is no heat money, food money, or gas money to get to hospital for additional treatments. It has been 12 calendar days and no replacement card or dispute papers. I was at my part time job with card in my possession when the money was stolen. it takes hours on hold just to be lied to! Surely corporate rules do not supersede HUMAN LIFE!!!!