Direct Express Dispute Resolution Department

Last Updated 8/12/19

Most Direct Express card holders call the dispute resolutions department to contest suspicious or unauthorized charges on their card. We get questions all the time about Direct Express Dispute form or fax number.

There is actually no downloadable dispute form on the website to formally report your suspicious activity. There is also no fax number on the website to send in a formal complaint. The only way to dispute a charge on your card is to call Customer Service at the number below:

—     Customer Service: 1-888-741-1115

—     Hearing-impaired: 1-866-569-0447

—     International: 1-765-778-6290 (Collect)

Customer Service is available 24 hours a day, 7 days a week.

If you have charges on your card and need to look into where it came from, call the customer service number and file a complaint. Make sure you have your card number and the specific transaction you want them to investigate (date of transaction, amount and the merchant it was made at).

When you call customer service, they are going to ask you questions to confirm your identity to make sure you are who you say you are and that you are the actual cardholder, so be ready to provide information including your social security number, date of birth and any other identifiers they may want.

"direct express dispute resolution"

We have received a lot of complaints about how slow and frustrating contacting Direct Express Dispute Department can get. Let us know about your own personal experience calling customer service in our comments section below.

Did they resolve your issue? If you are not satisfied, contact the US Treasury Department at [email protected] to file a complaint.

NOTE: If you would like to write a review and rate your experience with Direct Express Dispute Resolution Department, see the review and ratings form immediately below this article.

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US Direct Express Dispute Resolution
Average rating:  
 100 reviews
by darlene shine on US Direct Express Dispute Resolution
investagation

i have tried to reach out several times only to be put on hold for hours and no one answers then it hangs up i want to know why my money hasnt been put back on my card even though i got a letter telling me it would be i changing my card holder and writing a bloc on how you treat people its really shitty

by angela mcghiey on US Direct Express Dispute Resolution
crap

took me forever to get a live person, not to mention took 3 calls, cause was hung up on, and now i have to wait and see if my money that someone stole online for them to approve me getting it back? this is very unfair,

by Jon Fontaine on US Direct Express Dispute Resolution
This is the worst customer service EVER!!!!

Covid 19 is a joke and so is this company. I will never use this garbage service again.
I have charges from a grocery store in England and these worthless agents can't even speak my language.
After I get my money back and I will this card is cancelled.
Do yourself a favor and have your checks sent to a actual bank account because these people are thieves.
In the past 2 days I've been on hold for almost 5 hours. Thank you for not only stealing my money but also my time.
Trust me enough of us "dumb" people with make sure you flood the internet letting people know about this company.

by Jacquelyn on US Direct Express Dispute Resolution
CUSTOMER SERVICE

I WORK FOR AN AGENCY THAT ASSIST INDIVIDUALS EXPERIENCING MENTAL HEALTH PROBLEMS, HOMELESS AND OTHERS ISSUES THAT PLACE THEM IN VULNERABLE SITUATIONS. MY EXPERIENCE HAS BEEN ONE OF GREAT DISAPPOINTMENT WITH DIRECT EXPRESS. IT APPEARS THAT DIRECT EXPRESS BENEFITS FROM THOSE WHO ARE LESS FORTUNATE. THE DIFFICULTY OF CONTACT CUSTOMER SERVICE HAS BEEN ONE OF EXTREME CONFUSION AND FRUSTRATION. AS ONE THAT IS EDUCATED AND ABLE TO MANEUVER THE SYSTEM, I CANNOT BEGIN TO KNOW THE EXPERIENCE OF SOMEONE WHO IS NOT ABLE TO NAVIGATE THE SYSTEM OR WORK A COMPUTER. I FEEL THAT SOCIAL SECURITY AND ALL OTHER FINANCIAL SYSTEMS WHO USE DIRECT EXPRESS SHOULD BE AWARE OF HOW DIFFICULT IT IS FOR THOSE WHO DO NOT HAVE ANY OTHER WAY TO ACCESS THEIR FUNDS AND HAVE TO USE DIRECT EXPRESS TO RECEIVE BENEFITS. I AM WRITING THIS EMAIL WHILE WAITING FOR CUSTOMER SERVICE. I HAVE WAITED ON LINE FOR ONE HOUR, WAS DISCONNECTED THREE TIMES WHILE WAITING ON LINE AND HAVE YET TO SPEAK WITH SOMEONE REGARDING AN ISSUE WITH THEIR DIRECT EXPRESS CARD. I WILL NOTIFY THE SOCIAL SECURITY OFFICE, CONSTITUENTS AND OTHERS IN POWER WHO ARE ABLE TO CORRECT THIS SITUATION.

by B H C on US Direct Express Dispute Resolution
Please don't use

My son had his card stolen. It took over an hour to get his card reported stolen. He paid an extra $13 to have on expressed to him. He got the card on 9/1/20. He called all hours of the day. No help! He stays on hold no less than 30 minutes before he tries again. Last night he got a hold of someone and they hung up on him. He called again and Barbra told him that his card was suspended and that is why he can't activate it. She said that he needs to fax his ID. They gave him a case number, but no fax number. It is 9/05/20 he still can't gain access to his money!!! I will help him find another card to have his money sent to.

by edith F. Barefield on US Direct Express Dispute Resolution

I have been calling since 8/03/21 at 5:04 and still get the same message , all of our customer service represenatives are busy call again or go online! I have an issuse with myy card not despening money at the ATM. I reported this to my bank and they referred me to call cardholder of Direct Express. I need answers and my money!

by Terry Hill on US Direct Express Dispute Resolution
Horrible service

Have called to dispute charges 20 times nobody answers. What horrific customer service. You can't talk to anyone live????? Worse company ever ! How is the elderly suppose to get their money back? Filing with BBB

by Brian McGoey on US Direct Express Dispute Resolution
Exasperating

I've been trying for two weeks to get through to someone at Direct Express. Today I finally reached a representative. I explained that, if you look at the last deposit to my account (9/3/21), and then subtract the September charges, there should still be $119 on my card. Problem is the account shows $0.71. The representative told me "I can't do math, sir", all I can do is send you a statement and you can dispute a charge. That answer doesn't even connect to my question, and certainly her mailing me a statement wouldn't resolve my issue.

by Amanda on US Direct Express Dispute Resolution
Horrible Customer Service

Nobody answers the phone. I have been calling all day since 7 a.m, I need to change my address for a new card. I am going to file a complaint with the CFPB and BBB. Awful!!

by MICHAEL W. BYXBE on US Direct Express Dispute Resolution
fraud dispute resolution

I have been on hold over 30 minutes and not happy. I did not get a favorable resolution on three disputed transactions and I cannot believe how hard it is to talk with one of your representatives. I canceled my card, had to wait five days to get a new card, I had to wait ten days to get your questionaire and now I cannot even request a copy of the documents that you used to relied on to make your determination. I need those documents to file a police report and to give to my lawyer to help with my resolution of this matter.

usdirectexpress SUCKS

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Comments

comments

14 comments

  • I can’t get on your website

  • scharles

    Absolutely can not reach customer service after 12 hours down so far. Why is it so difficult to maintain two working numbers and stop abusing the American people.

  • Jane Neal

    There are charges on my card I’m disputing.

  • Deborah Miller

    Need to finish the dispute process/application,no one answered after the operator took the basic I information.now I can’t reach that Dept I have cancelled the card and a new one is on the way.Just hope my money is too!

  • Praveen malhotra

    What is their policy on authorizations that the company them selfs are refusing and have put in a return request how long will it take for the funds to become available

  • Charlie Trahan

    I have several fraudulent charges. I am unable to reach anyone to start a claim. I have called daily and been on hold for hours, to have the call disconnected. How is it legal that the Government uses them for their services, but they cant afford to have working phones? I have sent letters to the address listed and emailed the treasury complaint department. I just want this corrected.

    • Laurie Atkins

      I sent dispute papers awhile back for transactions that wasnt done by me on my card. I still aint received the funds yet. I am wondering when the funds will be put back on my card.

  • Doug schmer

    Someone help tried to pull money off card and atm kept it and every time I call after sitting on hold for a hour it hangs up I need my money help please

  • john w almeida

    I want to know, why it is so difficult , when UPS did not deliver my new card on time when I should have received it on a Friday, but won’t get util the following Monday, that I have to fight to get my money refunded that I was charged to get my card expidited ?? I also would like to know , if directexpress is a service mark of the U.S,treasury , why they are not linked together with SS to both have my address i the first place

  • n October 21st my debit card was stolen by a man that stopped by my house. I had known him less than a week. First only half the monies were paid due to my being blocked from the website once my credit card was canceled. I had a CSR assist me and she only gave me half the transactions. Upon further review I found that there was $1800 above and beyond the initial transactions. I have been waiting all this time for my money. I need this money now as I am on a fixed income but today I was informed that my dispute has been denied.

    I have dealt with rude customer service reps and now I’m being told that I am a thief because I live in Columbus and the card was used in Columbus. Columbus isn’t a small town with a couple of roads so it doesn’t even make sense to assume since it was used in Columbus that I was using it. Between the way I was treated and also discriminated against due to my mental disability, I am quite dissatisfied with DirectExpress and their services.

    After waiting this long and to find out that the fraud department did not even investigate has me extremely angry. The videos were not requested from the banksthe police were not contacted and the report number was provided to Direct Express. After speaking to the police department, I was advised that it was illegal to accuse another person of a crime with no proof and it is definitely illegal to discriminate due to a mental disability.

    With all the time spent on this I would assume the fraud department would’ve had all their facts in order and would not be making decisions on guess work or assumptions.

    I would like the last case 1-4322393097 opened and be reimbursed immediately. This fiasco has caused my bills to be paid late, late fees and has damaged my credit I was trying to rebuild. I have spent too much time being anxious and stressed, affecting my health.

    Anything you will do to resolve this matter will be greatly appreciated.

  • Absolutely disgusting

  • karyn freeman

    I called several times for a claim dispute, got nowhere

  • valeria beck

    you need to get a new consumer relations department. why is it so hard to file a fraud complaint? i can relate to every complaint on your website this is ridiculous…

  • joe

    I just noticed that over the last six+ months someone has been signing for services using my card number. I would not ever think of using these. Direct Express should have let consumers know so we could transfer our funds,-Michigan