Direct Express Customer Service Live Person

Last Updated 8/18/20
If you are currently a Direct Express Cardholder, you are probably wondering about customer support and how that works. Among the government-issued prepaid cards, we think Direct Express Customer Service is NOT very good.

The automated system is confusing and often leads to a dead end. Also, we have received reports of long hold times, with some customers being asked to call the following morning after having been on hold for 20 or more minutes.

Also, getting a live person is a challenge, but we have figured out an easy way for you to get a live person to answer your Direct Express Card questions. See below for instructions.

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.

This post will cover:

  • Direct Express Customer Service Live Person
  • What You Should Know Before Calling
  • How to Reach a Live Person at Direct Express
  • Apply for Direct Express Card

"How to Reach Direct Express Customer Service Live Person"

Direct Express Customer Service Live Person

Here is how to talk to a live person. First, dial the customer support toll-free number at 888-741-1115. For Hearing impaired: 1-866-569-0447. For International: 1-765-778-6290 – (Collect).

Then when you get through, Choose option 3 immediately when it picks up and then you will get a human to talk to.

Be aware that hold times can be long, with some customers reporting a 30 minute or more wait time before they are able to talk to a live person.

It is important to note that Direct Express is NOT the same as Cash Direct Express, which is a different company running a payday loan service.

That company is not affiliated with the government issued Direct Express Card.

Some consumers that have had a bad experience with Cash Direct Express are calling the government-issued card service to complain.

Some people have been complaining online about Direct Express when they are actually venting about Cash Direct Express.

What You Should Know Before Calling

If you scroll down to the comments section of this article, you will find that there are a lot of comments from Direct Express cardholders about their experiences with customer service.

While you will read about frustrations people are having with customer service, you will also find that there are tips, advice, and suggestions about what to expect when you call customer service and how to prepare before you call.

We are not going to ask you to read all the comments to discover these tips and recommendations.

Instead, we have gone through them and identified the top 4 issues people call customer service about and what you should know before you call.

Dispute Fraudulent Transactions

This is the number one reason most cardholders call customer service. If you have fraudulent transactions on your debit card that you are sure you did not make or authorize, you should call customer service right away.

Please know that the dispute process takes time and your issues are not going to be resolved right away.

As you would expect, Direct Express will investigate your issues thoroughly to determine that there has indeed been a fraudulent transaction on your account.

You will be referred to the dispute resolution department. Here is what to expect from that department.

Contact the Dispute Resolution Department

If you have transactions on your Direct Express card you did not make and would like to dispute those transactions, you will be dealing with the Dispute Resolution Department.

You will be required to provide a detailed account of the transaction and incident. This will be done through the fraud packet.

The packet will be mailed to your address on file. You then have 10 days to complete that packet and return it to Direct Express. If you fail to return it within the 10 days, your case will not be processed any further.

Be aware that the dispute process takes time. After you report it and complete the fraud packet, it can take anywhere from 45 days to 90 days to get it resolved.

Get a Replacement Card

If your debit card is lost or stolen, you should call customer service right away.

First, this is important because it will allow Direct Express to take immediate action to de-activate your card to prevent any further transactions from posting to your account while you wait for your new card.

Second, it takes about 10 days to get your new card so the sooner you call, the faster you are close to getting your replacement card.

If you cannot wait 10 days and want your card sooner, you can speed up the process by paying for expedited shipping with a tracking number.

Ask Other Questions

If you have other questions about the Direct Express debit MasterCard that is not mentioned above, you can get help with customer service when you speak to a live person.

How to Reach a Live Person at Direct Express

"How to Reach a Live Person at Direct Express"

If you are having a hard time contacting a human at Direct Express, we can help. We have provided a step by step process below on how to speak to a live person.

Step 1

Call Direct Express Customer Service toll-free at 1-888-741-1115 (Customer service agents are available 24 hours a day, 7 days a week)

Step 2

For English, (press 1), for Spanish (Press 2), for all other languages (press 3)

Step 3

If you have your Direct Express card with you, then enter your 16-digit debit card number.

Step 4

After entering your card number, a Direct Express customer service agent will answer your call shortly.

You may be put on a brief hold if all agents are currently assisting other customers when you call.

If you do not have your Direct Express card with you, then (Press 2) to access your account using your Social Security number.

If you do not have your Direct Express card number or Social Security number, here is what you need to do to talk to a live person:

Wait while the auto-attendant goes through the messages below a few times, then you will be transferred automatically to a customer service representative:

  • We are sorry, we did not receive your selection – Please try again, your 16 digit card number is in front of your card, To re-enter your card number, press 1
  • To access your card account information using your Social Security number, press 2
  • To find out the status of your previously ordered card. press 3
  • If your card has been lost, stolen or damaged, press 4

After the system goes through the above message three or four times, you will be transferred automatically to a customer service representative.

Other callers have reported longer hold times. If you do not have time to wait on hold, you may have to try calling at different times of the day to see if you are able to talk to a representative sooner.

Apply for Direct Express Card

"How to Apply for Direct Express Debit Card"
If you receive one of the following federal benefits, then you are eligible to apply for Direct Express. Scroll below for detailed instructions on how to apply, including the Direct Express Customer Service number to call.

These are the federal benefits programs eligible for Direct Express:

  • Social Security
  • Supplemental Security Income
  • Veterans Affairs
  • Railroad Retirement Board
  • Office of Personnel Management
  • Department of Labor (Black Lung)

You can sign up for the Direct Express® card when you apply for Social Security benefits.

In addition, you can also request Direct Express card after you receive your first benefit check by contacting the Direct Express card enrollment center at 1 (800) 333-1795 (toll-free) to sign up for the card.

Direct Express Customer Service Live PersonSummary

We hope this post on Direct Express Customer Service Live Person was helpful.

If you have further questions about Direct Express Debit MasterCard, please let us know in the comments section below.

Be sure to check out our other articles on Direct Express Dispute Resolution DepartmentDirect Express Card Locked, and Direct Express Lawsuits

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US Direct Express Customer Service Live Person
Average rating:  
 128 reviews
by consuela on US Direct Express Customer Service Live Person
ABHORRENT CUSTOMER SERVICE

NEVER EVER ABLE TO TALK TO A LIVE PERSON AFTER WAITING ON HOLD FOR OVER ONE HOUR!! ONE HOUR HOLD TIME & ALL I HAD WAS MUSIC & 'WE RESPECT YOUR PATIENCE'....ABSOLUTELY DEPLORABLE!!! I EVEN SENT A CERTIFIED LETTER ON JULY 14TH STILL WITH NO RESPONSE..NEXT IS HAVING TO FILE A CIVIL SUIT OR GET AN ATTORNEY FOR YOUR EXTREME UNPROFESSIONAL CUSTOMER SERVICE!!!I...ITS ALMOST CRIMINAL WITH YOUR NON-EXIXTENT CUSTOMER SERVICE..

by judy A jordan on US Direct Express Customer Service Live Person
Direct Express Card

I want to know what has happened to my card? Why has it been cancelled I never requested that. I believe some one has taken over my account. Ive been with Direct Express for a few years now. Why dosen't anyone at the call center answer the phone? It just ring and rings, and rings. Where is my money.

by elizabeth carney on US Direct Express Customer Service Live Person
granddaughter

we called for my granddaughter who still has money on her card they tell us its been use in a fraud but what fraud and the chip does'nt work they told us they would send a new card that was 2 weeks ago and they lied i also use their card and i have lost money and cannot get it back

by CARLUS L. CROCKETT WILSON on US Direct Express Customer Service Live Person
ACCOUNT

I NEED FOR SOMEBODY TO CALL ME ABOUT MY ACCOUNT BECAUSE I HAVE BEING TRYING TO CALL BUT NOBODY

by Hampton Rowland on US Direct Express Customer Service Live Person
Lack of service

I am now still holding for 1 hour and twenty minutes. I have yesterday at 10:28 PM I waited for an hour and four minutes. There is NO customer at all. You send a new card out asking to call a number to activate and NO one answers!!! I have waited several times for more than twenty minutes with NO answer. This company is terrible. I have the screenshots of the calls not answered. There is no excuse for this crappy service. I would have rated it lower but they don't have - stars

by Sjones on US Direct Express Customer Service Live Person
fraud on deceased parent

My father passed away & while in the hospital his Direct Express card was emptied of all funds. I have been on hold now for 1 hour, 44 minutes 47 seconds.
Not only is this ridiculous but the soundtrack is the same awful tune over & over & over again, This is the worst I've ever seen.
Think I'll call my senator & update him.
How can I rate a human ? haven't talked to them yet !!!!!
How bout ------ 1star, I don't l think this even rates 1 star !

by Michael on US Direct Express Customer Service Live Person
THIS IS NONSENSE!

My card since payday has been put on hold if i wouldnt of gone down to pay my rent and bills early id be out on the street now my cards been on hold for weeks i cant get hold of no one at direct express literally i sit there for hours waiting on them or all freaking day! i need an email to reach them or something this is NONSENSE! i need my check in order to pay bills and rent or ill be out on the street so will my family considering covid has put us out of our home and we live in a motel!

by Tgirl on US Direct Express Customer Service Live Person
Horrific wait times

I'm currently on the phone trying to get a live person. I've been waiting 90 minutes. I've never had to wait so long to get someone EVER

by robb perks on US Direct Express Customer Service Live Person
direct trash

this is the worst debit card known to man but remember its the goverment so what would u expext. Dont do not get this card its the worst dicession u will make this year, again dont get this card.

by melody on US Direct Express Customer Service Live Person
worst

I am due a refund on a purchase, I have yet to get the money on my card and it has been past the days i was told and the company says it is complete and sent on their end. I have called 4 times today and sat waiting for a human over 40 mins each time. NEVER got to speak with anyone and still have not got my money. So unprofessional.

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Comments

comments

55 comments

  • DAVID WESEMAN

    How do I check my balance?

    • samone ellis

      hello I have forgotten my pin on my card could you help me

    • Haoleboy

      You can check it via online at USDirectExpress.com if you have an account, if not make one. This is the best way to check your balance & all transactions.

  • charles

    I need help getting bank stapments

  • charles gerst

    hello can any help me out here

  • Melissa Ware

    I have been trying for a whole hour to get online and by telephone and I have not been able to get my balance. What do I do?

  • julia

    how do I get a account and routting number for my directexpress master card account?

    • Direct Express Help

      When you receive your Direct Express card in the mail, call the Direct Express card Customer Service Department toll free at 1 (888) 741-1115 to activate your card. Once your card is activated, Comerica Bank, the Direct Express card issuing bank, will notify the Social Security Administration (SSA) that you have a Direct Express debit card account and will give SSA the information it needs to send your benefit payments to your account.

      • Hunter C Newton

        I have questions about using my benefits for automatic withdrawal for my apt. Do you have someone I can talk to live?

    • Wayne Sowles

      you can not get a routing # or acct.# for the DirectExpress card. It is a prepaid card. I have been trying myself and was toldit is not available. Still trying, if I get some more info wiil post.

  • larry burns

    I lost my card and my pin is lost and I cant talk to a live person

  • BT Smith

    I already have the Direct Express Debit MasterCard. It is already linked to my PayPal account, but I want to be able to link my Direct Express bank account to Paypal as well but I can’t do it unless I have the acct. # and routing information for the bank-I think it’s CoAmerica? Could you tell me where to find that information on any of my statements or account. Thank you!

  • Sharon K Leslie

    i have my card and it is activated now how do i add money to the card?

  • lamisha

    How do I get my routing number and a print out of the number and bank statements

  • BARBIE A NORMAN

    i an not seem to get online to your sight

  • Natasha

    I need helpbgetting a 6 month statement can anyone help

  • I have been trying for a full week to access account information. Have been needing to reset password. Every attempt has failed. Need to speak to a live person not some nit witted automated nonsense to get this done.

    • Re McMahon

      This machine-only phone number is driving me crazy. I am no longer at address they just sent a new card to. How do i cancel a card i never got. I need a human, but keep getting just machines. Hate this. They might give me another stroke

  • would like to know what the balance is on my card and why I did not receive the $65 I usually get on the 1st

  • Haoleboy

    Hey guys!

    Thank you very much for the information about how to get directly to a customer service rep as I about had an aneurysm trying to get to talk someone & not have to listen to my account balance 900 times then get hung up on. I was out paying rent, and getting a few supplies for the month when I got a decline but now that I got threw found out their systems were down then & are back up now so I am happy.

    Thanks so much!

  • cynthia l Lampien

    i was set up a few yrs ago to check balance on line i dont remeber user name or pass word tryed to redo my acct but i think i cancelledf my card and it keeps saying none of my information matches help!!!! thank you cynthia

    • Cynthia l Lampien

      ok gettin very frusterated !!! ive been tryin to get in to my acct balance on line i had one set up a few yrs ago i dont remeber password or user name but it keeps telling me nothing matches help!!!!!!!!!!!! cynthia

  • Sherry

    Good afternoon.I am having a problem accessing my account. I called the assistance help line but couldn’t get the help I need. I’m not happy!!!!####????

  • Mike Rayford

    Keep trying to find out why money is taken off my card and can’t talk to no one on phone. Keep getting automatic system .

  • J

    It’s almost impossible to get a hold of a real person, that number is just an automated system. I just had my account hacked, and I’ve been trying to contact them, but it just says there busy and hangs up on me when I try to get to a live person. If you don’t have this card yet, DON’T GET IT! Stay with a paper check or use a different account to deposit it.

  • John E. Hickey

    I have been trying to contact D/E all morning! Most federal agency’s at least let you set-up a callback!!! However,you people don’t seem to care! I had my card stolen this morning am fed-up with your agency’s lack of concern and very poor service! I intend to copy Commercia and S/S about this!
    Thank You for NOTHING! J.E.H.

  • John E. Hickey

    I have been trying to contact D/E all morning! Most federal agency’s at least let you set-up a callback!!! However,you people don’t seem to care! I had my card stolen this morning and am fed-up with your agency’s lack of concern and very poor service! I intend to copy Commercia and S/S about this!
    Thank You for NOTHING! J.E.H.

  • julio magana

    trying to reset my paasword….I RESETED IT and getting my new password to an Email adrdress that is no longer working,,,what can i do to get my new password…..Thanks

  • Cannot even get into website & cannot cash at bank. Website says, experiencing technical difficulties. Has something changed?

  • Cannot get into website for 8 hrs today & bank won’t cash. Website says experiencing technical difficulties. Do you know when it will be available?

  • Stacey Dubose

    I need to change my login information

  • Someone has stolen my card and used it for cable bill

  • jeanetta hammond

    I had called directexpress numerous times, and asked for a call back to no avail, no one has called me back in reference to my refund. They had charge me for fed-exp, however, it was delivered next door. I did not get the envelope until over an week later, neighbors were out of town. what can I do to talk to someone about my monies

  • Richard L Walters

    The direct Express app on my phone dissallows screen shots.
    The history only goes back 2 months on the site and app.
    Will they send a printout of all my payment in and out for the last 6 months?

  • Kimberly L Colvin

    I need my direct express routing and account number now for my card can you give it to me please
    Thanks

  • Tiffany Shertzer

    Why is it when I look up direct Express card their are places saying that they do loans for my card it’s not true of course because you can get a loan with this card because there is no account or routing number for it I really would appreciate something being done because I really needed help with money this week and I’ve been online all day trying to get a loan that you can’t get with this card

  • william sparkman

    my card is not here yet

  • Mario rodriguez

    Ive been on the the phone on hold with you guys for a while now and im still on hold as im typing this and i need to report my card stolen. So can someone help me on the phone anytime on please.

  • Mario rodriguez

    I was just on the phone with you guys and you guys said you were gonna transfer me to someone on level two but just hung up on me. So once again i’m back on the phone on hold trynna get some help. So can anyone help me please ?

  • Mary Riley

    How can I change my email address o know longer have my old email

  • robbie miller

    where is my card

  • robbie miller

    what number do i call to talk to a real person

  • Doug schmer

    Someone help I went to pull my money out atm and if kept my money i try calling and bring on hold for hour hangs up i need my money please

  • Dave

    There’s a fraudulent charge on my direct express card. I’ve been trying to contact customer support for 3 hours only to get a recording “there’s a high number of calls, please try again later”. Is there another number I can use so I can get this matter straightened out? They’ve zeroed out my account

  • donald hurley

    I need to actually talk to someone to get a tracking number so i can find my card can some one please call me 956-440-1574

  • Carol S. Hicks

    I am using my DirectExpress card to pay my bills, some company’s accept payment through my card. However, not all of them do, my car insurance for one requires a routing number through my bank otherwise I have to pay for three months and either go to my insurance carrier and make a payment with cash or call and they will accept a payment over the phone. I would prefer to make monthly payments. So, my question is, is there a routing number affiliated with my card. In the upper right hand corner shows Comerica Bank, banks have a routing number and account number for each individual.

    Calling the 1-888-741-1115 number on the back of the DirectExpress card offers no real help as it is fully automated, no live person to speak with. And as I cannot locate my original paperwork with an actual number to speak with a live person this is my only option. Please advise.

  • louis pereira

    i need 6 months of bank statements to get quafied to get into senior housing. please me with anumber that i can steak to someone .or you can send statements to my email thank you louis pereira

  • When will you refund my card back every time i call you it’s always heavy call volume

  • Jaquie

    People: THINK. How can some of you not use your brains and ask such dumb questions?

    1. For your account balance, log on to your DirectExpress.com account or https://login.usdirectexpress.com OR call the main number (888-741-1115) LIKE IT SAYS TO DO ABOVE and on the back of your card. Sheesh. Then, just go through the option of English or Spanish, enter your card number and PIN and WAIT for your balance information. After, it will also give you other options.

    2. For options like disputing a charge, getting a replacement card, etc., the action is still the same: Call the main number (888-741-1115). LISTEN to the options.

    2. The DirectExpress card is not like a checking account. You will not be able to get access to a routing or account number which you can use to tie it to accounts like PayPal. You will only ever have a card number for it. You can however, on your online directexpress account, transfer funds TO another (checking, savings, etc.) account by choosing the Other Services option on the right and entering the routing and account number TO where funds should be transferred. Each transfer is $1.50 and can take UP TO 5 business days, but is generally done in 2-3 days.

  • Carolyn Phillips

    I dont knw where my card is and its been used how do i get a new card and what about my benifits