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.

"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 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

"Direct Express Customer Service"
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.

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US Direct Express Customer Service Live Person
Average rating:  
 31 reviews
by Kathy on US Direct Express Customer Service Live Person

I called for a replacement card on Febuary 2nd 2020 told them to have it expeidited for 3 day shipping. Was not given a tracking number as was promised it's now going on five days no card. Have tried numerous times to call their number and same message comes on busy due to high volume call.

by Tim Krueger on US Direct Express Customer Service Live Person
Poor to no service

Attempting to cancel a card and have money directed to a checking account. Nobody appears to have knows how to do that or are willing to help!

by Richard Macon on US Direct Express Customer Service Live Person
waitin for ups

Called Direct Express talked to agent who canceled my card then he asked me how i wanted to receive it regular mail of two day delivery I ask for two day delivery, after the waiting period I talked to a lady at Direct Express she said give it a few more days well it been two and a half weeks no card.Today February 3 and i tried to call them 29 time they just hang up on you over and over by there is another call center and they are vary professional they answer the call on the first try so why cant the other call center do the same thing?What a bunch of bull .I will be call my Representative in congress today.

by michael riley on US Direct Express Customer Service Live Person
direct express sucks, pull your money to a real bank

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

by stn on US Direct Express Customer Service Live Person

can you give 0 stars

by Carlos on US Direct Express Customer Service Live Person
Experiencing HEAVY call volume.

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!?!

by charles Tucker on US Direct Express Customer Service Live Person

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

by Identity F. Victim on US Direct Express Customer Service Live Person
two time victim in 2 years

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 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.

by FREEMAN JAMES SEIDEL on US Direct Express Customer Service Live Person




by john arthur on US Direct Express Customer Service Live Person

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

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    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 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


    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

  • 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 account or 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