Direct Express Customer Service Live Person
Last Updated 8/12/19
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.
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 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.
Apply for Direct Express Card
If you receive one of the following federal benefits, then you are eligible to apply for Direct Express. Scroll below for details instructions on how to apply, including the Direct Express Customer Service number to call.
These are the federal benefit programs eligible for Direct Express:
- Social Security
- Supplemental Security Income
- Veterans Affairs
- Railroad Retirement Board
- Office of Personnel Management
- Department of Labor (Black Lung)
We hope this tip was helpful in reaching a live person at Direct Express. If you have any issues or comments about the level of service you are receiving, please tell us in the comments section below.
Submit your review
This is unbelievable. I have called the customer service number over 100 times and yet to get a human. receiving large call volume cause your busy screwing us.
I discovered someone had a new card mailed to them and changed my pin. this was on December 28. Started calling rite then to cancel card. Today is January 6 and yet to get thru.
if you call comerica at 313-222-3435 you can eventually get someone to make a complaint. it takes 48 to 72 working hours to maybe get back to you. been 6 days yet to hear anything. Fax any proof of loss to 877-507-0012. Yet to hear anything from those people either. by the comments on here may never and if i do probably a waist of time. this company is useless and robbing us blind while the government sits and watches. apparently it has been going on for years nice of them to let everyone know
can you give 0 stars
Apparently they are ALWAYS experiencing heavy call volume no matter what time of day I try to call. It was never like this before you could call and get in touch with someone almost immediately.
Now when I call and try to just get in touch with someone in general it will say they're experiencing heavy call volume and hang up on me. Right now I'm trying the web support option and I've been on hold for 45 minutes so far without an answer.
My Wife is in the Philippines and is STRANDED as her purse was stolen and I'm trying to send her money, I've done with NUMEROUS times with this same card and now it's saying that my bank won't authorize the transaction. This is complete BS right now.My Wife and Daughter are in a city 30 miles from their home with no money. We found someone who would receive the money for her but now this is happening. WHAT THE HELL IS GOING ON WITH THIS COMPANY!?!
This company is so fucked up the first time I got through to them I was on hold GET THIS one hour and 25 minutes. They sent the dispute packet of papers to the wrong address and then took $360 out of my account and had no right to! I CAN'T STAND HAVING MY Social Security deposited into this rip off bank-Charlie from Spokane,Wa
The fraud resolution department investigators are frauds. I have had two incidents in two years and had $1000.00 stolen via electronic fund transfers. The first time it took two months to be reimbursed, this time I was given a deposit for my loss and two weeks later they took it back without so much as one letter, email or phone call. I am reachable in multiple ways, methods that Direct Express has information at their disposal to pursue, and no word or explanations.
I went through the local law enforcement both times, provided the Direct Express investigators with Crime report numbers and an extensive account of what happened in both incidents. I did everything they asked for, and the week of Thanksgiving they took the money back without warning. I have two deposits a month going into this account and they are unbelievably difficult to even contact, I spent the entire day yesterday attempting to reach them by phone and finally did at 10:30 PM.
This is the primary federal benefits payment mechanism and they do not have insurance against fraud for the people who are depending on this account? This is outrageous, and now I have three automated payments that have been missed - what is their answer? Annoying hold music all day that occasionally breaks the connection so you have to keep trying - for what?
I am going to contact the VA, Social Security and my Senators and Representatives and urge them to investigate this benefits payment organization that handles our payments. I urge everyone who has been a victim of identity fraud and the Direct Express fraud investigation/dispute resolution system to do likewise. If it happened to me two times in two years, and it will happen to you.
This system is one that disputes your word despite your every effort to comply with their procedures, and they are impossible to reach. They make decisions that are contradictory to the facts in law enforcement crime reports and never explain themselves to the people who are the victims of the crime. It is time for the federal government to stand with the people who are benefit recipients and stop this incompetence.
In both incidents there were electronic fund transfers, first small amounts as if the perpetrator was testing to see if the account was genuine, and later two or three more which basically drain the account of funds. In my case, the first time it was payments made to a company that transfers money to payees outside the country. This second time the criminal moved money from my account to a Bluebird.com debit card - which is a joint venture between American Express and Walmart, and the transaction receiving account was based in Atlanta, Georgia. I live over a thousand miles from there. Why can't these people figure this out and submit a claim on their insurance to refund my lost money?
In both cases I paid $13.00 for expedited card replacement and had my card (the ones that the criminals used) immediately canceled. This is more than just the money, but $1,000.00 total loss is not simply a small thing, We who the government pays benefits to are being victimized by criminals and the debit card company as well.
This latest case of identity theft occurred in September, I was given a provisional deposit to cover my loss in November, and two weeks after that my account is overdrawn! No attempt was ever made to ask me for further information or report any progress. I made a request for a progress report a week prior to the refund, and this is the result.
They emphasize in their documentation as a defense to complaints that according to their procedures they have 90 days to resolve disputes. Who gave them the power to do this? This is not a dispute - I have been a victim of the crime of identity theft two times because of this company's inability to do their job and protect my account. Either there is something going on at Direct Express from within their company or someone is providing criminals with account information. In both of my cases of identity fraud, the perpetrator/s changed the PIN on my account and that got them in, and in the process, locked me out. The first time I was willing to allow for this to be all because of the criminals efforts. This time I am not so sure that Direct Express isn't part of the problem.
This is an unacceptable situation. As a federal benefits payee, I place my trust in security of the payments system and expect the federal government to make my account as secure as the source of the payment - The United States Treasury Department. Sadly, I must report that this is not the case - in fact it is far from it.
I encourage you, if you are reading this please contact your Senator and Representatives to let them know how this company does business with their federal benefits payees. This cannot be how payments are handled to Social Security and Veterans! The entire reason for Direct Express to be used to handle these payments was for a secure delivery system. If they can't answer the telephone and have no other option other than USPS which has a week turnaround time this is unacceptable. Direct Express like any other bank has insurance on deposits, and this sham investigation process should be reviewed. I spent hours preparing their paperwork which took two weeks to arrive, and it was clear I was not at fault in both cases. I was the victim of a crime, and this company is victimizing me again and holding my finances hostage, making more problems for me with my creditors because they can't do their job when presented with the documentation they require to even initiate action to compensate you for your loss.
The question is how long will it be before this happens to you? It happened to me two times in two years.
THE SHITTY LOWLIFES IN CURRENT FUCKED UP USA GOV
HAVE A SERIOUS PROBLEM AS THE DEBIT COMERICA
BANK CARD DIRECT EXPRESS IS A FUCKED LOSER OPTION
THE SAD TRUTH IS ALL POOR AMERICANS ARE NOW FUCKED
they told me they rejected my fraud cause but refuse to send me the information that was promised to me to show if it was fraudulent they actually hung up on me after 3 hours waiting
Can't get through on the phone but once in 35 tries and when you get a human they are likely to make you jump through hoops for simple requests. Getting a human finally is not an assurance that your problem is anywhere near solved. I have a feeling they are inept and difficult as a matter of policy. I used to call Direct Express and it was never like this before. Someone has directed there to be bad customer service. You can't get through on the computer either no matter what they say. I've tried a dozen times already. There's always some problem.
I have a new laptop and could not remember my signon, Therefore, I attempted to establish a new signon. My Social Security number and answer to my secret question were not recognized. I called the complaints number that wanted a four digit PIN number, My PIN number is just three numbers.
I have made numerous attempts to call customer service. The line is always busy! I am sure that the government contract that they bidder on that was awarded to them is a considerable amount of money. Direct Express is paid to serve a number of government entities. People receiving Social Security deserve to have access to their account information
I have been trying to get ahold of customer service for 3 days now to report 2 fraud transactions and all I keep getting is they are experiencing a high call volume and to call back later. I talked to my local police dept. and because it's the government they cant do anything about it. They told me I have to keep trying. Or send them a letter.This is totally ridiculous we have to jump through hoops to get money back that is rightfully ours. I did take all of the money off the card so it wont work for them anymore. I wish I didnt need to use this card.