US Direct Express Customer Service
Last Updated 1/23/21
In this post, we will help you reach Direct Express Customer Service and talk about what they can help you with. Before we do that, we will give you a brief summary of the Direct Express Card and how your account is managed.
The Direct Express Debit Mastercard is a prepaid reloadable card that is issued by Comerica Bank on behalf of the US Treasury Department.
It is used as an electronic payment option for Federal Benefits.
NOTE: If you would like to write a review and rate your experience with Direct Express Customer Service, see the review and ratings form immediately below the end of this article.
Electronic Federal Benefits is the Law
A law was passed by Congress that requires all federal benefits to be paid electronically. As a recipient of federal benefits (like Social Security, SSDI or SSI), you can comply with this rule in two ways:
The first is to have your benefits payment deposited into your checking or savings account.
If you do not have a traditional checking or savings account, another option is to have your benefits deposited on the Treasury Department recommended prepaid card – the Direct Express card.
However, if you are trying to reach customer service to apply for a Direct Express card, scroll below for instructions.
If you already have a Direct Express card and need to reach customer service, continue reading. Here’s how Direct Express Customer Service can help you.
Before You Call Customer Service
Before you call Direct Express Customer Service team, it is important to know what the top issues people call customer service for and what you should expect if you are calling about one of the following issues:
Dispute Unauthorized Transactions
Debit and Credit Card these days have become a favorite target of online fraudsters looking to make a quick buck.
If you have been a target of fraud and have transactions on your debit card you did not make or authorize, it is important to report this to customer service immediately. The sooner you report the issue, the better your chances of getting your money back.
Replace Lost or Stolen Card
If your debit card is lost or stolen, you should call customer service right away.
First, this is important because they will immediately cancel the card so there can be no transactions added to the card while you wait for your new card.
Second, it takes about 10 days to get your new card, unless you pay for expedited shipping with tracking.
Reach Dispute Resolution Department
You can reach the Dispute Resolution Department through the customer service number.
If you are disputing a transaction on your card, it is important to know the following:
First, it is important to have all the details of the event you are calling to dispute. This includes when the transaction happened when you became aware of it and why you are sure you did not authorize that transaction.
This is especially important if the disputed transaction happened in another state or country and there is no way you could have been there.
Second, be aware that the dispute process takes time. After you report it, it can take anywhere from 45 days to 90 days to get it resolved.
Third, you may be required to fill out a fraud packet, which you will have to return in 10 days. Make sure you return it on time. If you don’t, your case will not proceed.
Fourth, even if Direct Express agrees that there’s been fraud on your account, there will be no credit added to your account until you submit the fraud packet explaining what happened.
That’s why it’s important to get that completed quickly.
Ask Questions About Direct Express
If you have other questions about the Direct Express debit MasterCard that is not mentioned above, you can get help with customer service to get answers.
Apply for Direct Express Card
If you receive one of the following federal benefits, then you are eligible to apply for Direct Express. Scroll below for detailed instructions on how to apply, including the Direct Express Customer Service number to call.
These are the federal benefits programs eligible for Direct Express:
- Social Security
- Supplemental Security Income
- Veterans Affairs
- Railroad Retirement Board
- Office of Personnel Management
- Department of Labor (Black Lung)
Direct Express Customer Service Number
If you have questions about your Direct Express card and would like to speak with a customer service representative, you should follow the instructions below:
As you can see from the image, if you already have a Direct Express card, you can call customer service at the following numbers:
- Customer Service: 1-888-741-1115
- Hearing-impaired: 1-866-569-0447
- International: 1-765-778-6290 (Collect)
Do you have Complaints about Customer Service?
If you have complaints about your experience with Direct Express customer service, we will like to know about it. Scroll down to the comments section below and tell us about your issue.
As you will see, there are a lot of Facebook comments below about customer service. We encourage you to read through as many as you can.
You may even get answers to some of the questions you are calling customer service about since people with the same issue may have posted solutions about it.
Of course, we encourage you to add your own comments and any advice you would like to give to those trying to get their issues resolved with customer service.
How to Speak to a Live Person at Direct Express
One of the biggest complaints of the Direct Express debit card is how hard it is to reach a live person.
We have detailed below a step by step process on how to talk to a human at Direct Express – based on our own testing of the best way to reach a live person.
Call Direct Express Customer Service toll-free at 1-888-741-1115 (Customer service agents are available 24 hours a day, 7 days a week)
For English, (press 1), for Spanish (Press 2), for all other languages (press 3)
If you have your Direct Express card with you, then enter your 16-digit debit card number.
After entering your card number, a Direct Express customer service agent will answer your call shortly.
You may be put on a brief hold if all agents are currently assisting other customers when you call.
If you do not have your Direct Express card with you, then (Press 2) to access your account using your Social Security number.
If you do not have your Direct Express card number or Social Security number, here is what you need to do to talk to a live person:
Wait while the auto-attendant goes through the messages below a few times, then you will be transferred automatically to a customer service representative:
- We are sorry, we did not receive your selection – Please try again, your 16 digit card number is in front of your card, To re-enter your card number, press 1
- To access your card account information using your Social Security number, press 2
- To find out the status of your previously ordered card. press 3
- If your card has been lost, stolen or damaged, press 4
After the system goes through the above message three or four times, you will be transferred automatically to a customer service representative.
Other callers have reported longer hold times. If you do not have time to wait on hold, you may have to try calling at different times of the day to see if you are able to talk to a representative sooner.
How to Apply for the Direct Express Card
The article provides detailed instructions on how to apply for the card and what you need to complete the process.
Another option is to call Direct Express Customer Service (this is a different number that is dedicated to card enrollment) at Card Enrollment Center: 1-800-333-1795.
In addition, you can sign up for the Direct Express card when you apply for Social Security benefits.
Finally, you can also request Direct Express card after you receive your first benefit check by contacting the Direct Express card enrollment center at 1 (800) 333-1795 (toll-free) to sign up for the card.
Direct Express Customer Service Summary
We hope this post on Direct Express Customer Service was helpful.
If you have further questions about Direct Express Debit MasterCard, please let us know in the comments section below.
Submit your review
I just wanted to find out what someone needs to do to order a replacement card if they don't know their old card number or pin. The representative was rude, didn't listen to what I said, and kept repeating information that was not helpful. I hung up on her because it was either that or yell at her. Terrible service. The only agency worse than them is DETR (unemployment).
i spent 2 hours on hold and when the guy came on phone i told him what the issue was and he said he had to transfer me to a differant department which was the same one that awnsered the call and then i got hung up on i have 3 transactions to disputeand i wont spend that long on hold so i want the siteto do it online
Can I get I working phone number? I am trying to help someone who lost his card. Please. I need a number I have been trying to call many times and they do not answer
I was robbed. Wallet gone. I called DIRECTEXPRESS and was told the card is not available. Obviously, ""whoever" was trying to get into my account. I called again, and every time I was told I can not get help. The account is inaccessible. YEAH?? HOW COME I CAN'T GET TO A REPRESENTATIVE??
As I said, I was "ROBBED", which means the CELL PHONE AS WELL!! (Duhh??) How can I call before I get robbed twice, once by some thug, and the second? Take a wild guess....
Customer service is a joke no one answers any questions & finally chat with a person who put me through to their technician who wanted my credit card information to charge me a fee to correct their problem. Are you freaking kidding me this is ridiculous. Our government only cares about money. Dont worry about it I will take of it get it deposited in another Bank.
You cannot reach anyone on the phone or on line !!!
its impossible to get in touch with customer care . so if you have an emergency with your card you're out of luck
Your card will only accept 8 numbers in a bank account number there are banks with 7 account numbers, you need To correct this ,,, your card is useless for those banks!!
I was calling for about three days before I was able to talk to anyone at US Direct Express to report my debit damaged. Feb 19, 2021 a US Direct Express Customer Service Agent told me I could get a replacement card in 3 days for a charge of $13.50, so I said ok. I call again on Feb 24, 2021 and was told my card was sent through regular mail. I asked why it was sent through regular mail and was told it was a mistake on their part and that I would have it in about 10 business days from when it was mailed on Feb 19. US Direct Express told me I would have the expedited charge refunded to my account. So I waited for the 10 business days to no avail. So I call US Direct Express again on the Mar 4, 2021 and asked what is going on with my card. I was told that when my card was suppose to be sent the first time they did not get a tracking number and it was sent out again through regular mail. I told them I was aware of that and that I wanted to resolve this problem as soon as possible. I was told that a request for a refund would be submitted the the supervisor explaining the total situation at hand. I looked at my statement from US Direct Express and found $27.00 charged for the expedited fee plus a $4.00 charge on top of that. I was told that I would have my card in 2 to 3 business days. I do not believe a word they say however I think my hands are tied at the moment. I would definitely open a checking account at a regular bank and have direct deposit there. The Government needs to shut down US Direct Express, They are as CROOKED as a dog's hind leg. Do not do business with them. I am going to use direct deposit through a regular bank from now on. I rate them the finger.
I have made several attempts to contact customer service to report my Direct Express card lost. I have called several numbers to be put on indefinite hold and once I reach a representative, I am told that my social does not match the information they have on file. Yet they advised that no way my social can be changed Then they ask for my Direct Express card number, which I do not have because the card is lost. Spoke to a Supervisor who transferred me to a survey line. I need help ASAP to keep someone from fradulently using my card. Plus I need a new card inorder to obtain my funds.