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:  
 53 reviews
by cory on US Direct Express Dispute Resolution
hung up on

My card got stolen. Took an hour to finally reach someone then they put me on hold to transfer me to dispute resolution department. where I waited another 30+ min and then got hung up on. Now I cant even get through at all. This is the worst service ever. now I have to wait 5-10 days for my new card so I can dispute charges on the old card. This is wrong.

by Donald E. T on US Direct Express Dispute Resolution
Unable to get new card

I have sent in my verification documents and a copy of my poa allowing my niece access to handle my affairs as I am unable to sit on hold for hours. My niece sits on hold for hours and when they answer she asks can she call me at the nursing home and they say no and hang up. Then when I was in the hospital we called early one morning and got ahold of them and they wouldn't allow the call since it was a 3 way call. This is getting out of hand and SSI needs to use a different company. With Covid going on how can my niece call with me besides her. I am about to be kicked out due to non payment. Direct Express sucks

by Angela L McCorvey on US Direct Express Dispute Resolution
Direct Express Dispute Resolution

It took hours waiting on the phone just to find out what to do. My funds were taken out of my accounts unauthorized. I want my funds returned.

by sheryl maloney on US Direct Express Dispute Resolution
no help

I have had money come out of my acct and dont know why.I have been on hold for over 4 hours in the last 2 days.I need this resolved but cant get through.

by Julia Caraman on US Direct Express Dispute Resolution
hung up

I waited over an hour to get customer service they had me review entire issue after I said I had dispute then said they had to transfer call. Person from dispute department was getting information from me, which I had all written out, was being very concise with my information and while I have a gruff voice was not upset nor using profane language and was hung up on., No call back. Trying to call back and again in customer service que where will be for another hour and Direct Express does not care.

by Mrytle B on US Direct Express Dispute Resolution
Worst service

Trying to get through to someone is like trying to get through a labyrinth maze and there's no getting through. I try calling and I get dead air and then the phone hangs up. And when you do get through, you get transferred to someone else and you are hold for another 30 mintues. The website is not helpful and you have to call and go through all the options just to get to someone for help. This whole system is flawed.

by Tom on US Direct Express Dispute Resolution
Can't reach customer service

I can' get money from my card and have been trying for 6 days. If I am lucky enough to get the recording it just repeats to wait for next available representative but I never get one. Have waited for as long as 2 hours and no one ever answered and I haven't been able to use my card.

by Mr. Frustrated on US Direct Express Dispute Resolution
Fax #?

Someone PLEASE post the fax number to Direct Express Fraud Services Dept. I have the Fraud Form but have no idea what the fax number is.

by Frustrated on US Direct Express Dispute Resolution
Fax #?

Fax Number to the Fraud Dept is 1-877-507-0012.
Not sure why this is number is not listed on their website.

by Cindy on US Direct Express Dispute Resolution
Upset frustrated

I’ve been sick since May 5th feeling better thank god. I’m missing over 200 dollars on my card which I need for meds. And noticed some unknown name call hq mey pay charged on my card I haven’t used my card like I said since before May 5th. I have been trying to get through to customers service since May 15th can’t get anyone and don’t have the strength to stay on hold for more than an hour which I did a couple times no one. I want my money back and a new card issued

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  • 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 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