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:  
 82 reviews
by Geri Healy on US Direct Express Dispute Resolution
Unauthorized transactions

My account was hacked. A total of $732.00 stolen from my account. I filed a complaint, they supposedly did an investigation and found no fraud, however there was fraud, because money was electronically stolen from my account. Don't bother contacting customer service, if you do get through they are useless

by Melissa R on US Direct Express Dispute Resolution
Money Stolen off DE Card and Can't get Live Agent

I had 11 unauthorized transactions on my Direct Express card, each for $250.00

Direct Express cancelled my card with my permission.

But Now I cannot get Customer Service ,so I can report the transactions.

Direct Express will not put me through to live agent without card number.

I need help ASAP..as SSI/SSD is my only source of income

by Chris Few on US Direct Express Dispute Resolution
Refunding unauthorized payment

My lap top was hacked. Then i was contacted saying they could fix the problam if i sent 199.-- then 150.--When i found out what had happen 2wks later i file direct express for my funds back. I had recites & all fax to them. There conclusion was 2months later that I waited too long to file. So no refund.

by LaToya Hartwell on US Direct Express Dispute Resolution
Pissed all the way off

Disputed 2 transactions for unauthorized purchases early april, they put money back, then took it back off. Purchases were not authorized but have been calling them and can't get in contact with anyone. Have been on hold 3.5 hrs. and still counting.

by Lisa on US Direct Express Dispute Resolution
Direct express not working

I called @ 3am Wednesday Morning and they finally answered the phone. They said my card was suspended and did I know that? I said no so he made sure I a made the transactions then he took the Suspension off. Now I can use my card. He said sometimes a company can be breached and it is for protection. Try calling after 12am or 3am. Good Look everyone.

by Latosha on US Direct Express Dispute Resolution
Fraud

After reading all of these re7, I find it strange that on yesterday, June 1, 2020,call our accounts were hacked into. What is really going on? And we cannot get through to a live operator? Fishy..

by tadvocate on US Direct Express Dispute Resolution
No Help for the Helpless

I am an outreach worker. Some of the people we serve have no access to phones/internet and therefore cannot access their funds if we cannot get someone on the phone to talk to about the issues. Our people are struggling with homelessness and depend on the little income they get. Please get me a number so we can actually get our people the help they need!!

by julie on US Direct Express Dispute Resolution
A Joke

I called on 03/29/2020 to inform DE to stop taking recurring payments from my account starting in April.Well they took the funds out,as I instructed them not too. .This was a $200 monthly charge,that I did agree for the merchant to take,but during this pandemic it was beginning to become a hardship.So they sent me the dispute form,in which I don't know why,I wasn't disputing the previous payments.I wanted any future payments to stop.So I filled it out and sent it back.In the meantime I reached back out to DE about two weeks later and I was told by a supervisor that they can not stop recurring payments,from merchants,and I would have to contact the merchant.This was never told to me in March when I first called.I told her,"so they (merchant) have more say about my money than I do""she said "yes".If I want MY money to stop being taken out of my account there should never be an issue or problem. When I discovered they deducted the funds in April,I called that same day,and once again the supervisor said I should have called three (3) days prior to the date it was scheduled to be deducted.Not one time did she say it could not be deducted.This company is scandalous,and takes advantage of people.I will be having my son's SSI payments deposited to my bank account,but I can't reach someone at social security during this time.But I still want my $200,back.

by KRISTI OREB on US Direct Express Dispute Resolution
EMBARRASSMENT TO THE US TREASURY

I RATE THEM A ZERO. THERE IS NOTHING GOOD ABOUT THIS DEBIT CARD. YOUR 100 PERCENT GUARANTEE OF YOUR FUNDS IS MEANINGLESS. . YOU CAN'T EVEN REACH A REP WHEN YOU NEED TO AND IVE EXPERIENCED FRAUD CHARGES SO OBVIOUS THAT THEY SHOULD HAVE BEEN CALLING ME ASKING ME IF I AUTHORIZED 45 TRANSACTIONS IN MINUTES TAKING 818.00 FROM MY ACCOUNT WHEN I ONLY EARN A POVERTY LEVEL INCOME. THEY DO NOT INVESTIGATE AND THEY DO NOT REFUND YOUR FUNDS. I've SENT LETTERS TO bETTER bUSINESS bureau, IVE CONTACTED COMERICA BANK, IVE CALLED AND REPORTED ID THEFT AND THAT MY ONLINE ACCOUNT WAS HACKED. DID THE REP I SPOKE TO FIX IT, NO HE TRANSFERRED ME TO A HIGH VOLUME CALL AT ANOTHER TIME MESSAGE, unacceptable.. I HATE THIS CARD, THE CUSTOMER SERVICE IS A JOKE , THEY LIE TO YOUR FACE ABOUT SENDING AND RECEIVING PAPERWORK AND THEY DONT PROTECT OR SECURE YOUR ACCOUNT EVEN WHEN YOU'VE ASKED TO NOT ALLOW CERTAIN TRANSACTIONS . THEY DO NOTHING BUT BASICALLY LET YOUR MONEY DISSAPEAR. WHAT KIND OF GUARANTEE IS THAT. THE dEPT OF TREASURY MUST BE HUMILIATED BY THEIRT CHOICE OF BANKS TO SECURE THEIR CLIENTS FUNDS

by kathleen Bey on US Direct Express Dispute Resolution

I dont understand when a card holder reports immediatly thier card lost why does it take so long for the person to be issued a new card especially when the money is coming from social security. I feel that this is unfair to the card holder.the little money that i had on my card was all that I had not fair.. I need my card.

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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