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
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:
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.
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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$987.44 in fraudulent purchases made on my card. Ive reported this to D. E., cancelled the card. paid $13.00 for a new card. Called the stores purchases were made at, had them pull the videos of the purchases. Made a police report in the city I live in and one of the cities were the purchases were made. Which neither PD wanted to make the report. Both said out of their jurisdiction. Been waiting for over a week for D,.E. to send me the Affidavit to fill out and return to them so they can start their investigation. Was on hold for 20 mins. yesterday got disconnected. Today Ive been on hold for over an hour and finally got to talk to Jiovanni told him the situation. He said yes Im sorry , Yes I understand, I will just transfer you over to someone in that department. that was 30 mins ago , Im still on hold. WTF??? This is my SS benefits that SS deposits my benefits on to the D.E. card. Were talking almost $1,000 that I need to live on. The card never left my possession, so how does someone get the info. to use the card. Especially since the card has a chip? Which is suppose to be a double security measure. Tell me this isnt an inside job. And since this is SS, this makes this a Federal case. Im wondering if SS knows how lousy D.E. is in handling customers? I think if enough people complained and made SS aware , that they might just start using another company and give them the business. D.E. clearly cares nothing about us. This is absolutely the worst of the worst. they need to have their business license taken away, and never be able to go in business again. Right now Im stressed even more so, since this money was to pay my bills with. and nothing is being done to get that $ back into my use. DISGUSTING, PITTIFUL AND WRONG ON SO MANY LEVELS. BAD BAD
This has got to bs the most horrible customwr service ever.. For 2 hours ( or more) , i have been trying to reach someonw to no avail.. My card is locked and i have no access to my finds and cannot pay biills.. I will definately be getting rid of this institution.. They dont even deserve a rating ,only a big fat "O"!!!
The simple fact is no matter when you call you have over 2 hours of waiting and then if you are lucky someone might pick up otherwise disconnect you and you wait another 2 plus hours. why?????
I have been trying to activate my ATM card for well over a MONTH. I have called and called with success. The recording just continues and continues......I waiting 1 hour and 21 minutes yesterday (11/3/2020).
This is outrageous, and I need my money
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.
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.
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
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.
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.
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