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.

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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:  
 15 reviews
by Dianne Tibbetts on US Direct Express Dispute Resolution

I give direct express customer service 1 star. I have been very disappointed. No matter what i do or how many times I try to log in, I cannot log in. I have tried to reset my password and it asks for your old password in order to change it. If I remembered the old password, I wouldn't need to get a new one. I have called so many times and cannot get anyone on the line. Customer service is supposed to be open 24 hrs but that is a lie. A recorded voice comes on and says that call volume is high and they can't take my call - and then hangs up on me. I've tried at all times of the night and I always get hung up on. I've tried at 1am, 3am,7am... I should be able to reach someone to help me log in to my account. This is very frustrating! I wish there was something else to do besides a bad review. I see lots of bad reviews and nothing seems to have changed at direct express.

by greg wilson on US Direct Express Dispute Resolution

I have been calling direct express cust. svc for 2 days, all to no avail. I have a charge on my acct. for 572.00 that I never made. How do you get through to talking to a human at direct express? I am on social security. All my bills are not getting paid.. I need help now!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

by Dennis Schurg on US Direct Express Dispute Resolution
45 to 90 days

i'm 70 years old and on a fixed income,i used my ATM card to withdraw 800.00.i didn't get my money fast enough.the machine pulled it back in,now i told them to look at the cameras count the ATM down but after 4 days on the phone they still say it takes 45 to 90 days to get my money now i can't buy my diabetic supplies,or buy gro. my cc payment is late my truck payment is late.this is causing a hardship,and no one cares.i'm raising my 8 and 10 year old grandsons because my daughter can social security recommend this card,when they can't do their job,very poor customer service.

by Renay Blancas on US Direct Express Dispute Resolution

Im tired of being ripped off,. I called and I dont exist then I call again and I do exist .I try the website and my social security# does not exist. Im Confused broke, and about to be homeless, noone is trying to help me IM not getting any where . I believe this is a inside job.. the government and our local housing is full of @#$$!!!!!! please some one help us.

by judy l mathis on US Direct Express Dispute Resolution

I have a charge on my card for 106.00 from a store I do not trade with. I get the same issue as everyone else does. You can not get them on the phone, they say contact the on the internet...REALLY, you can not get in contact with them that way either. This is serious problem … My card is being used by someone that is not me..

by Ramona Russum on US Direct Express Dispute Resolution

I have been trying to get hold of DirectExpress for two days. All I get is that they are experiencing high call volume and to call back later. Money is being taken taken out of my account that I need to live on. It is true that I haven't changed my address yet with Social Security. I was going to do all of my business tomorrow because I'm dealig with this today. I can't get hold of a person.I was advised to go to the bank and I did. I was told to call in DirectExpress that I cant get hold of. I want the money 300.00 that have been taken out put back in. I want answers,please.

by Sandra Brooks on US Direct Express Dispute Resolution

I have had a dispute with direct express who allows charges to an account a minute apart. Those charges were disputed and they can't seem to handle the transaction. further more you can never get them on the phone. No followup calls. Card companies usually flag tranactions back to back a minute apart for large sums. you can't even use your card twice in one minute.

by charles on US Direct Express Dispute Resolution
The worst

We call the Customer service line and spoke to a gentle man named RON. He was very unprofessional. He would not transfer are call to the dispute center and kept saying it a dispute it's a dispute we was on hold for two hours. All we asked was to get to the right people someone had are card number for my Social Security. Yes I was upset. I am still out of $650. So ron decides to hang the phone up. I have not been able to get through yet it has been a hour or two wait that is crazy I hope ron get fired, I use this money to pay my bills.

by Cathy Zeigler on US Direct Express Dispute Resolution

Horrible to try get hold of a live person. I can't even find an email so I can tell them to call me. I have a fraud issue and can't get thru!!!!!! Horrible!!!! This company gets no stars from me! I had to choose 1 star just to post this!

by MIKEL on US Direct Express Dispute Resolution


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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