Direct Express Customer Service Issues

I am currently in the Philippines without any cash on hand. I need assistance with unlocking my card as it has been challenging for me to survive here without any money. When I attempted to use my card at the ATM, the transaction could not be processed. Additionally, my attempts to send money through Western Union have been unsuccessful, showing a message that the transaction cannot be completed and directing me to find an agent location. My name is George Rovira, and you can contact me at [redacted]

I have been patiently waiting to activate my new Direct Express card that arrived quickly. I followed instructions to call and was informed there could be a delay of 3 to 5 business hours. I also faxed the necessary documents including my ID and case number: [redacted]32. It's been two days and I am still experiencing difficulties accessing my card. Despite calling Direct Express multiple times, I am repeatedly told to call back. Can you please assist me in resolving this issue promptly?

I need assistance regarding a balance from February/March [redacted] to August [redacted]. The account had $1,[redacted] initially and increased by $[redacted] each month until August [redacted] when I froze it due to card theft. Since then, I have set up direct deposit to my bank. I would appreciate it if you could investigate this issue and help me transfer the balance to my bank. Thank you. Bruce MacLean. [redacted].

I have called [redacted] times since the 2nd. I only spoke to a human 5 times. I have sent 20 emails to prove my identity. Today alone, I've called 17 times and spent a total of 2 hours and 47 minutes on hold. I spoke to three people, but each time, they asked for my social security number and then transferred me. Unfortunately, I got disconnected about half an hour into each call. This is the 4th time my card has been locked since the first incident, even after sending my ID 3 times. I am feeling frustrated and upset, even in tears.

I have made [redacted] calls since the 2nd, but only managed to speak to a person 5 times. I have sent 20 emails to verify my identity. Today alone, I have called 17 times and spent a total of 2 hours and 47 minutes on hold. Despite talking to three people, each time I requested to speak to a higher-tier representative, I was asked for my social security number, told to hold, and then got disconnected about half an hour into the call. This has happened 3 times. My card has been locked 4 times, even after submitting my ID 3 times. I am deeply frustrated as my card keeps getting locked due to issues with Cash App, and I am at my wits' end.

It is extremely difficult to reach a live representative at Direct Express, especially when seeking technical support. After finally connecting with customer service, I waited for 55 minutes on hold before someone seemingly answered, but there was silence for about 30-40 seconds before the call abruptly ended. In a previous situation, I was provided with a ticket number and informed that tech support would call me within five days. Unfortunately, I missed their call due to a prior appointment, leading me to restart the process. I need to express my dissatisfaction with their revamped website for [redacted]. The new site is poorly displayed and much less user-friendly compared to its predecessor.

I can make purchases with my card, but I'm unable to log in to my Direct Express account due to issues that arose during a recent website update. This problem persists across all devices, including the app and the website. Despite reaching out for assistance and being promised a callback within three days, I never received a response. While my card functions without any problems for transactions, I'm struggling to access my account and check my balance, as I'm unable to change my password or log in successfully.

Hello, I'm Dale G. I get my SS payments through Direct Express. Today, I picked up my mail late and got a notice from The Social Security Administration. They said they changed my direct deposit info based on a request around December 15, [redacted]. I didn't make this change. Could Direct Express be involved in this?

I am having trouble logging into my account. The system keeps telling me that my information is invalid. I forgot both my password and username, and only part of my username is visible while the rest is hidden. Previously, I used my fingerprint to log in, but after an app update, this feature seems to be malfunctioning. I really need to reset my password and username to regain access to my account as I have been unable to check it, and it's becoming inconvenient for me to keep calling for assistance.

I requested a replacement card and reported unauthorized charges on December 15th. I was expecting to receive a new card and a form to fill out within 10 days, but I have not received either. I have been unable to reach customer service for assistance. I would like my new card expedited to me, and I request a ten-day extension to return the form for the fraud claim. It has been difficult not having access to my funds since December 15th. The fraud claim was supposed to be returned within 10 days of reporting it, but I did not receive the form within that time frame. How can I return it within their specified timeframe if the form has not been received in time?

I filed a dispute regarding a charge of $[redacted].25 on my card by HughesNet internet service, a company I have never dealt with. They claim my card was used to pay a bill on Logan Avenue, but I have no association with them. Direct Express advised me to inquire about a provisional credit. The unauthorized transaction impacted my rent funds. Despite my efforts to contact HughesNet's fraud department, they refuse incoming calls. I seek guidance on how to retrieve my money as this situation is concerning and I fear the financial implications.

After struggling to access my online account and receiving unhelpful responses from customer service, I am extremely frustrated. The lack of assistance and rudeness have led me to the point of creating new colorful language for the situation. Despite being asked to call in regarding my account issues, the poor customer service received makes me want to escalate the matter and file complaints. It seems that both Direct Express and Comerica are not addressing my concerns effectively. Can using my account to pay bills and rent help improve my credit score? I have not received a clear answer. I am seeking advice on how to transition away from Direct Express to a more proactive online banking platform. I am eager to hear any insights or suggestions. Thank you all for your help and support. Warm Regards-Lolly.

I would like to speak with a customer service representative instead of receiving an email. This issue has been ongoing for about four days. I have spent over an hour on the phone. I was speaking with "Ellen" who directed me to a page I cannot navigate away from. The problem is with my stolen card. I contacted customer service on December 30-31 for help. After being on the phone for hours, I finally spoke to someone who assisted in resolving the issue and assured me a new card with the funds would arrive in two days. I was transferred to an investigator to aid in prosecuting the individual who stole my money. However, after being put on hold, the call disconnected. Multiple representatives confirmed I would receive the new card with the funds in two days, but I have yet to receive it. This has left me struggling to pay my rent and basic necessities. I urgently need to speak to a live person to ensure the card is on its way and obtain a tracking number. I do not have access to my own email due to the theft of my phone. Thank you.

On November 28, I was expecting to receive my new Direct Express card, but due to moving and not being able to receive it at my previous address, it has not reached me. Consequently, I did not receive my January benefits because they were supposed to be on the new card. I have been unable to reach anyone at Direct Express to request a new card. I urgently need assistance as I am now in a new location and uncertain about the status of my benefits. Your prompt attention to this matter would be greatly appreciated as I am currently facing financial difficulties without access to my funds. Thank you for your help in resolving this issue.

I made several purchases in a day including paying half of the rent, buying a business with Crypto Hero, shopping on AliExpress, and getting a gold name necklace set for my granddaughter. Unfortunately, when I tried to buy sneakers, my card was blocked due to suspicious activity. Now, I can't use it even for emergencies. I acknowledge that my spending pattern was different this time. With my memory issues, I tried to recall as best as I could. Please help lift the block quickly so I can access my funds. Thank you, Michele Whitworth.

I am John A. Galbraith, and I have been locked out and defrauded of my benefits by Pamela Fox. Despite Pamela being kicked out, I haven't received my new card at [redacted] E Casper Rd Mesa, AZ [redacted]. Pamela has my card and important information on her phone. I am struggling to reach anyone for assistance, and my case manager hasn't been able to help yet. I am in a tough spot financially with bills piling up, and I don't have access to my account number. I have my ID and social security for verification. Please contact my case manager, Johanna, at [redacted] or [redacted] to help me move forward. Thank you.

I lost my card back in November. I contacted the Direct Express service line, but despite multiple calls, the card has not arrived. It's now January, and after being told to send a picture of my state ID, the issue persists. I've been a Direct Express customer for about 15 years without facing such problems before. I recently updated my address successfully, although they claim it's not on file. Sadly, my wife's phone number, listed on the account, is no longer valid due to her passing. I currently don't have a working phone until the card issue is resolved. For contact purposes, please use my friend's phone number, as I cannot receive calls until I have a new card.

I have been facing issues logging into the new DE website and was locked out. After following the instructions to contact Direct Express, I tried pressing 3, which redirected me to follow all the prompts. I waited for an hour to speak to someone I couldn't understand. After being redirected and waiting another 45 minutes, I was told my information was incorrect by another difficult-to-understand representative. They advised me to call back with accurate information and abruptly ended the call. I will now have to endure another two-hour hold. My information has been valid for years until the website changed. Moreover, I didn't even have the chance to address a $[redacted] transfer from DE that never reached my bank. The system and customer service are truly disappointing, frustrating! - B. Purkiss

I have not been paid in 7 months by your company. During COVID, you decided my card was fraudulently used. It took 2 to 3 months before I could reach a live person. After submitting all the necessary paperwork and not hearing back for a week, I sent it again. Now I am being told my paperwork was sent too many times, making my ID invalid. I feel like your company has essentially taken my money. This situation goes beyond mere disappointment; I am now facing homelessness in winter, which is especially difficult with my disabilities. If you do not release my funds, I may have to seek legal advice. I have followed all the instructions given to me; now, please release the funds that rightfully belong to me.

I forgot to update my mailing address with US Direct Express in November [redacted] and missed receiving the new card issued in December [redacted]. My current card stopped working in January [redacted], and I learned I needed the new one that I never received. I rely on this card for my benefits and urgently need to update my information. I sent identification documents last week for verification but haven't received any confirmation or updates on the address change or card shipment. I feel lost and unsure of what to do next.