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.

"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:  
 60 reviews
by Barbara J Watson on US Direct Express Customer Service Live Person
Left on hold for over an hour

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 !!

by Joni Warner on US Direct Express Customer Service Live Person
customer service

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?

by Steve on US Direct Express Customer Service Live Person
poor customer service

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 !

by jim on US Direct Express Customer Service Live Person
no customer service

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!

by Mac on US Direct Express Customer Service Live Person
Lost card

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.

by Randy Mitchell on US Direct Express Customer Service Live Person
will not give card

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.

by Charity Elliott on US Direct Express Customer Service Live Person
Can’t get through

I have been trying to get through for 5 days and can not

by colleen small on US Direct Express Customer Service Live Person

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

by Janet Luke on US Direct Express Customer Service Live Person
US Direct Express Live Person

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.....

by Amber Story on US Direct Express Customer Service Live Person
they are thieves

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.

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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