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
My Direct Express card was stolen this past week and it took a miracle to be able to get in touch with a human being to get a replacement card. I asked that the card would be expedited and was told by an agent that it would receive it in two days, It was Thursday October 5, 2019, when I ordered it, and the agent specifically told me that I would receive it Saturday, October 5th. When I tried to call Direct Express everyday since to get some information on tracking, I had not been able to get in touch with a human being and after going through numerous prompts, the recording states that, " We are experiencing heavy call volume, please call back at a later date". Whenever I call back I get the same message, other times the recording hangs up on me. How can I get to speak to someone to see exactly when my card is suppose to show up. I had already told one creditor that I would pay them this past Sunday, which is obviously a lie, because I had not received the card I was promised; now my rent is late and I do not want to receive an eviction notice. It should be a crime not to be able to reach the entity that holds your money to which you are dependent upon.
Only giving it one star so it will show. I have been holding over 3 hours because someone stole the funds from my card. I got a lady at 1 hour who sent me to someone else where I waited for 2 hours and now have been waiting for the next person. I can't get them to answer to save my life. When this is resolved I am switching back to my bank card. This is so ridiculous.
i honestly dont know why SSI OR Direct Express would waste money paying this company "phone customer service," they are absolutely taking advantage i cant believe Direct Express would pay a company to do nothing, they are worthless. so what is is the problem? and why would anyone just keep paying for something clearly a company is not doing [their job] fire them... i bet this customer service phone co. is sitting there laughing everytime the phone rings it probably some guy still living w/parents in basement & sits & plays video games and laughs when phone rings, I THINK USDIRECT EXPRESS NEEDS SOME COMPETITION, i know i would drop their card in heartbeat for one that really has live people to speak with!!!
Calling multiple times to be disconnected because there's not enough people to answer the phone. What kind of service is this? NONE.
It is impossible to get these a$$holes on the phone. You can't request a call back or anything they just disconnect the phone. Customer service is literally non existent. They confirmed a bank transfer for my daughter but her funds are still not in her bank account and her bank has no information about the transfer at all. It has been 4 business days and it should take 3.
How do I get money put back on my card from a denied atm transaction. My direct express card says the money was taken off but I didn't receive it from the atm. What can I do?
I am on my seckond fraud complaint with this company. First time around it took a complaint to BBB to get their attention. This time however nothing is working. The number provided on this site is their only customer service line and repeatedly tells you their too busy and hangs up with out any other options. A one star is too generous!
This card has been a nightmare!!!! This was given to me through the social security office and I thought it would be a safe and simple way to have my money get to me, but instead, it's been the hardest card I have ever had to use!
It is absolutely impossible for anyone to get a hold of any type of live person for at the Direct Express card customer service phone line. They purposely do not provide a mailing address or email address and then they don't EVER EVER answer the phone! Instead the answering machine states that they are too busy to talk to us and it hangs up on you!
If anyone can assist with getting a hold of someone at this direct express office, please comment here!
If you're thinking of getting this card, DO NOT DO IT!! SAVE YOUR SANITY!!! I ONLY GAVE A 1 SO THAT THEY CAN POST THIS COMPLAINT OR I WOULD OF GAVE A -100!!!
I was unable to log on because of forgotten password. Locked out of the system for too many attempts. I keep getting the runaround with the website and when trying to talk to a live person. I want to print up deposit history and I am unable to access my account. I tried the tech help and the specialist that I had kept trying to connect me with a printer expert. the printer isn't the problem, accessing my account is the problem. this website sucks royally
I am been trying to get ahold of you all for 3 days now to get me a new card.. Mine is lost.......... I call the above number no answer.. This is crap!!