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:  
 92 reviews
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

by Tracy Perez on US Direct Express Dispute Resolution
Unprofessional company

I wasn't using my card and by the time I did I realized I couldnt find my card and money was missing. I called and had them send me a copy of my transactions. Over a hundred transactions from Cash app in the amount of 1, 2 or 5 was taken out over a month and this company never contacted me about the purchases that are obviously fraud. I filled out a fraud investigation form and was denied for conflicting information even though the staff who took my report stated the same charges have happened to others. I had to get a police report and fax it over to reopen the investigation. Was given a fax # 877-494-4276 which I have tried numerous times and doesn;t work. Just read reviews and found a customer that let others know the fax number which is 877-507-0012 and then my fax actually went thru. I had to look at complaints in order to find the correct information cause Ive spent over 10 hours waiting on the phone to speak with a supervisor just to be on hold again for another hour or hung up on after being transferred to a supervisor and only reached a supervisor once. I don't know how this company is still in business. I have since transferred my SS money to my checking account. This has to be the most unprofessional company I have ever dealt with. If my account isn't reopened and my money given back to me I will be contacting a lawyer on principle only and contacting the better business bureau. Seems to me this company needs to be looked at since everyone has the same issues.

by Matthew on US Direct Express Dispute Resolution

I am US Military Veteran and just has an award for (PTSD). I have been trying to transfer all of my funds to my account. Note that i just bought a car which was financed by the same bank. So through Direct Express, i have to go to an ATM every month and pay $4. or $4.50 plus a stamp & envelope, by the time they receive my payment my interest has gone up again. Why shouldn't i have the convenience of handling my own money?

by Michelle Johnson on US Direct Express Dispute Resolution
blocking my card

my direct exspress card is locked I have called everyday since Sunday ,I was told to email my photo id I emailed my photo id then I was told to emal my birth certific and social sercuity car so I did now my card still blocked I have not been able to access my disbalty benfits because of my card being locked and no one will help me

by Michael R Schoonover on US Direct Express Dispute Resolution

My card since payday has been put on hold if i wouldnt of gone down to pay my rent and bills early id be out on the street now my cards been on hold for weeks i cant get hold of no one at direct express literally i sit there for hours waiting on them or all freaking day! i need an email to reach them or something this is NONSENSE! i need my check in order to pay bills and rent or ill be out on the street so will my family considering covid has put us out of our home and we live in a motel!

by Steven Wilson on US Direct Express Dispute Resolution
Fraudsters or Incompetent or Both

The title is self explanatory. I would give -5 starts if it were possible. If I were a violent man......well lets not think that.

They denied my dispute on behalf of my elderly uncle on the grounds the fake charges were legit.

If the charges on my uncles card were legit, then I shudder to think what "fraud" must look like.

These people do not care for you. They are the government and answer to literally no one.

Take your SSI out of the hands of these thieves and vipers.

You will be on hold for hours only to be hung up on or told in so many words "you are SOL"

by susan kussan on US Direct Express Dispute Resolution
ROBBED

I ORDERED A FACECREAM FOR FREE ONLY PAY SHIPPING AND HANDLING, a sample FROM HEALTHYSIGNZ.COM DALLASTEXAS. I DID GET THE CRAM AND MY FACE BROKE OUT IN A RASH. I CALLED THE CO. NO ANSWER. LOOKED THEM UP ON THE NET SOMEWHERE IN THE PACIFIC! THEN I CALL MY BANK DIRECT EXPRESS, THEY TOLD ME THAT HEALTHYSIGNZ TOOK OUT OF MY ACCOUNT NOT ONLY THE ORIGINAL $5.95 SHIPPING AND HANDLING BUT ALSO $94.99 ! not only that but SO DID HEALTH & GO...$$97.88 andCREAM $99.94 and another $104.85 from HEALTH&GO. THESE COMPANIES I NEVER HEARD OF! I COULDN`T CANCEL MY FREE TRIAL OFFER WITH HEALTHYSIGNZ AS THEY WERE NO WHERE TO BE FOUND...POOF WITH MY$94.99 . SO HEALTH &GO SAID THEY WOULD REIMBURST ME CANCEL MY FREE TRIAL OFFER AND REIMBURST ME IF I DIDN`T SAY ANYTHING, MY $94.99 . THEY DID NOT. THEY GAVE ME$73.41 so `I TOLD THEM I WAS GOING TO HAVE MY BANK FOR YEARS THIS INFO AND I COULD TRUST THEM DIRECT EXPRESS AND I KNEW THEY WOULD CLOSE THESE ROBBERS DOWN, THEY DID CHECK INTO IT AND GAVE ME MY MONEY THAT WAS STOLEN, I WAS SO RELIEVED.......BUT THEN THEY TOOK IT BACK. I HAVE BEEN TRYING THIS WHOLE MONTH TO TALK TO SOMEONE TO FIND OUT WHY? but I can`t get ahold of anyone, just like the crooks! THE CROOKS BY THE WAY ARE ALL EVA JENKINS . THAT IS THE MAIN BUSINESS AND THEN CHANGE THEIR NAME GO OUT OF THE COUNTRY AND OPEN UNDER A DIFFERENT NAME LIKE CREAM OR HEALTH&GO. TAKE ALL YOUR MONEY $394.00 for a FREE TRIAL OFFER! I DON`T KNOW IF IT`S DIRECT EXPRESS AND THIS COMPANY ARE BOTH IN TEXAS IF THAT IS WHY I CAN`T SEEM TO GET ANY ANSWERS OR WHAT. I LIVED ONCE IN TEXAS AND WHEN I LIVED THERE THEY WERE PROUD TO BE AMERICANS AND ALWAYS WERE POLITE AND DID THE RIGHT THING! THAT`S WHY I AM SHOCKED AT HOW DIRECT EXPRESS HAS NOT HANDLED THIS MESS BETTER. I KNOW ANY OTHER TEXAS MAN WOULD PUT UP A FIGHT FME! EVEN IF I WAS A STRANGER TO HIM A OLD WOMAN IN DISTRESS!

by Vincent Brown on US Direct Express Dispute Resolution

im tired of customer service not anwersing the phone

by Cherry on US Direct Express Dispute Resolution
FAX NUMBER

The fax number for those of you who are looking for it to fax dispute papers to is 1(877)507-0012

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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