Direct Express Customer Service Live Person
Last Updated 5/7/20
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.
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
I have been calling customer service since yesterday 6/9/2020. I was on hold for an hour on time and no one has answered the phone. I started calling this morning at 9:00 CST and still haven't been able to speak to a live person. This makes NO sense at all. I'm still on hold while I'm writing this review !!
I have been on hold for a total of 2 hours. I got through once to get my card cancelled and a new one reissued because my card was compromised. She tried to transfer me to the dispute department and I was disconnected again!
Now when I call my only option is to press 1 to say I didn't order a new card. I tried to hit * for more options and ... you guessed it, I'm disconnected! This is a dispute for a total of $861.90.
Can someone email me to help me get this resolved?
I have called over 10 tens no one pick up or hold on line for about one hour then I hung up the phone.
Shame on you !
My card is being declined at the grocery store and i've been on hold with customer service now for 45 minutes. It works fine with online sells, but not at the store register. And now I can't buy my groceries! I have diabetes and have to have certain foods. I can't buy food online! This is inexcusable! These cards are for people on government benefits, and we don't get much money to begin with, to be having this much difficulty dealing with direct express! If I end up in the hospital or dead due to diabetic coma, I hope someone sues them on my behalf!
I cannot get a replacement card because they want my 16 digit card number ...that I lost. to get to a human. I have not had access to my account for 4 months. I wish I had the money to sue.
I have been trying to get a replacement card due to being lost. They have wasted hours and hours of my time. after finally getting ahold of someone, they said my card would be here in ten days when it wasn't I called, they said it was issued on May 18th, but that it could take up to 30 days, after thirty days I started calling. I got upset and tld them they were the most incompetent company ever dealt with. now as soon as I tell them who I am they hang up on me or place me on hold, I hung up today after asking to talk to a manager, I was on hold an hour and 50 minutes. they will not do anything for me. are not going to send a card or do anything bu put me on hold or hang up.
Why is there no oversite, why do citizens have to be insulted, be denied access to our money, They have damaged me with my creditors, they are costing me money? yet there is nothing the consumer can do. there is no one, no agency to monitor these people fine or fire them. they can do anything they want and they do. I don't know how I will get my money. or how much damage and losses I will take before I do get it. What I would like to know is how many people they have killed, murdered. .there are a lot of homeless elderly people that live on the streets, and without this card would starve or freeze,. they can't go two months with no money, how many have laid down cold and hungry on a blizzard night in Wisconson and not woken up.. the 6 people that I have spoken to before they hung up on me, where condescending better than thou acted indignantly, when I question why it would take a month, then with a contumelious attitude just put me back on hold and no one picks up again. they have put a note on my data when I give them my SS number, boom, they hang up . and there is not a damn thing you can do about it. if they were in the private job sector and not worthless do nothing and don't care to let you know they are not going to work for you, they would be jerked out of the cubicle and kicked to the curb jobless, fired. and would be in a week. but the bureaucrats. and can do anything or nothing, as in my case, and we can only praise them if we need something and pray they will or starve on the streets waiting. it just plain stupid that the only recourse you have is to write a letter to this incompetent company and tell them how unprofessional they are. Then go on with your life, cause you are not going to get any new card and they are not going to respond to your letter, they won't even read it.
I have been trying to get through for 5 days and can not
i have called and called several times and i either get hung up on or i get stuck on hold and no one answers me and this is making me want to tell them i quit
I feel like we should know our routing number. And I feel like they should be able to tell us about the Stimulus.. Check. I am my son's payee and his check hasn't posted yet. I feel like Direct Express should be able to help us with that.....
i cannot reach anyone cannot get on website. they have my money an i am unable to access my money. they have stolen my money and no one will help . corporate theives.