U S Direct Express Reviews (1518)
Review: To whom it may Concern;
Review: my problem is that I receive ssi payments from the us treasury and the money is loaded onto this card every 1st of the month
Review: I filed a fraud affidavit for the reimbursement of funds stolen from my card. I filed the appropriate paperwork with this company within the specified time frame and provided the company with evidence to support my claim. I was advised by a representative that the reason they are denying the reimbursement was because the places that whomever went to withdraw funds from my card was in the vicinity of places that I had used at a previously as a customer. I was advised that they had conflicting information in regards to my claim. The reasons stated by the company were not valid conclusive evidence to support denial of my claim. I was further informed by a very rude and unreasonable representative that if I continued with my claim, he would make sure that he received my complaint and he would make sure that I was never received a positive result from my claim.Desired Settlement: I would like for Direct Express to honor their policy to refund the credit due to me as stipulated in the agreement & Terms and conditions provided with the company when I signed over my Social Security Retirement funds to be directly deposited into their bank.
Review: I was charged for issuing and shipping of a replacment card due to the companys error and I still have not received a refund for the charges. Total of $17.50 . Each time I call I either get disconnected or told they will send in my request.Desired Settlement: I want my refund as promised
Review: On August the 4, I reported a fraud of my direct express debit card. My wife drop the card and someone picked the debit card. By the time we realize that the card was lost, someone had pick the card up and proceeded to use it. They went to family dollar store and spent 74.00+-. We report it to the police and to direct express. When dealing with direct express they made a decision about 2weeks ago and said it was my fault for giving my wife the debit card.Desired Settlement: I wish that they would reconsider there options and refund the money that was stolen from me!!
Review: HELLO THIS COMPANY IS THE DESIGNATED COMPANY FOR PAYMENTS THROUGH THE US SOCIAL SECURITY ADMINISTRATION. I'VE HAD SEVERAL COMPANIES CHARGING MY CARD WITHOUT MY CONSENT, OR WITHOUT SENDING ME THE MERCHANDISE I PAID FOR. I RECENTLY FILED 2 DISPUTES 1 FOR $1500.00 SERVICES NEVER RECEIVED I MOVED THEREFORE AM NOT ABLE TO GET THE 2 TREATMENT SO I PAID FOR NOTHING, YET DIRECT EXPRESS HAS THE SAME ANSWER TO ALL DISPUTES AFTER THEIR INVESTIGATION NO ERROR WAS FOUND.IF THIS WAS INDEED THE TRUTH THERE WOULD BE MEDICAL RECORDS DOCUMENTING THE PROCEDURE, DATE OF PROCEDURE ETC. I ORDERED A JACKET OFF ALIEXPRESS AND WAS CHARGED $54.12 HOWEVER NEVER RECEIVED MY JACKET, ONCE AGAIN I RECEIVE A LETTER STATIING THEY COULD NOT FIND ANY ERROR IN THE CASE. I CAN'T FOR THE LIFE OF ME UNDERSTAND HOW A PERSON LIVING ON DISABILITY CAN BE ROBBED SO MANY TIMES BY COMPANIES AND THE CARD PROVIDER REFUSES TO ASSIST IN SETTLING THE DISPUTE. THIS IS UNETHICAL, ILLEGAL AND IMMORAL. I HAVE NUMEROUS OTHER CHARGES THAT I JUST LOST MONEY FOR AND AM TIRED OF A COMPANY WHO CHARGES YOU TO USE THE CARD OFFERS NO CONSUMER PROTECTION AGAINST FRAUD OR MISUSE. I WAS TOLD TO CALL THE COMPANY WHO CHARGED ME. WELL I THINK IVE ALREADY DONE THAT AND RECEIVED NO POSITIVE INTERACTION. THE SOCIAL SECURITY ADMINISTRATION WILL ALSO BE NOTIFIED ABOUT THE POOR BUSINESS PRACTICES OF A CARD THEY PROMOTE. I WANT MY MONEY REFUNDED TO ME /.Desired Settlement: I WANT THE $1500.00 CHARGED BY DR [redacted] I. [redacted], MD PC BECAUSE I DID NOT DO BOTH TREATMENTS (EACH TREATMENT IS $1500.00I WANT THE $54.12 CHARGED BY ALIEXPRESS FOR ITEMS THAT WERE NEVER SHIPPED TO ME, I HAVE NO RECOURSE THIS IS AN INTERNATIONAL COMPANY
Review: On June 11,2014 I requested that a replacement card be mailed to my address and I have not received my card and todays date is July 8th and I have made several attempts to have this problem resolved on my own to no avail. This card is the only way that I can access my social security benefits.And not having my card is putting me at risk of becoming homeless due to the fact that I cannot pay my rent.When I request expedited service I have had no luck I am told that it was going to cost me $30.00 to have it shipped to me I am on a fixed income so that is a little hard for me to handle paying. I have requested several times that I be able to speak to a supervisor in regards to this matter I have been told that no supervisors are available or that they can't connect me to one because the supervisors wouldn't be able to assist me any differently than they did. I pay a monthly fee of 21 dollars to have the card service and that doesn't include the fees that I get charged at atms and even retail transactions. Please assist me in getting this matter resolved.Desired Settlement: I need my card ASAP!
Review: I have a customer complaint against Direct Express card service. On 4/03/2015 I call Direct Express to report a problem with the ATM machine at US-bank at [redacted] I was getting withdraw out of the ATM machine for 400.00 and only got back 380.00 their was a 20 dollar bill fold in the machine and the machine it as two.Desired Settlement: I reported problem they said that they would send me out some paperwork I never receive please help me. My ph# [redacted]. Thank You and God Bless You
Review: On November 14, 2014 I went to the store and upon checkout I realized that my debit card was missing. I immediately reported the card missing to Direct Express and they told me my card was used in that store thirty minutes ago for the amount of $30.07. After I got off the phone with Direct Express I returned to tell the manager who directed me to the security in the store. The security guard tried to pull up the time and see who used my card however he told me that it could not be done until the next day, in which I should return and call the police to file a report. I then went home very upset and disappointed. I returned to the store the very next day and went straight to security. The security guard assisted me by pulling up the date and time that the card was used thus finding the culprit. The security guard showed me an African American male with a grayish jacket and a black hat with a white symbol on it using my green direct express card to purchase a few items of clothing, because I only had thirty dollars and seven cents remaining on my card he then paid cash for the remaining balance. After the culprit was found on surveillance, I then called the higher authorities to file a police report. A police officer came to the store and took down the information that I gave to him as well as looked at the surveillance video. The officer then gave me a police case report number so that I can give it to direct express to assist with the recovery of my money. Direct Express sent me a questionnaire of fraud which I filled out and attached the police report. On December 11, 2014 I was notified by mail that direct express would not return my stolen money because it can't be confirmed that fraud occurred. On December 11, 2014, I then talked to [redacted] at direct express who told me to write a letter with additional information and stating higher authorities were involved. I did this even though I had already given this information. They also said it would take another 45 days to process in addition to the days I had already waited from sending the questionnaire. I called back January 13, 2014, and was told by [redacted] that the case was still closed and she didn't know if they even received my letter therefore I needed to wait a few more days and call back. I asked if I should send the letter again and she said she did not know, I asked if I could fax it and she said they do not do that. So I told her I would contact someone higher up. I called a couple people that are higher ups and never got any return calls. At this point I am very upset and frustrated that I have not gotten my money back that was stolen from me. I also do not know what to do at this time because calling them does not get me anywhere. This is my disability money that I need to live and it is not right that my money is not protected.Desired Settlement: To have my thirty dollars and seven cents returned to me
Review: The [redacted] Public Guardians office is the Legal Guardian of their customer. On many occasions we have attempted to contact US Direct Express and resolve a matter and have been unsuccessful. Their customer service line is almost impossible to navigate through and they do not provide an option to speak directly with a representative. Our office is attempting to obtain the remaining funds on behalf of our ward. He is deceased and as the court appointed guardian need to have the funds moved into his Estate Account. We have the legal paperwork and authority to do so however the customer service representatives continue to ask to speak with the ward although they are aware he is deceased. They are asking for old address which this office would is not privy to. They indicate that they do not have a legal department or an address where correspondence can be sent. We need to speak with the individual who understands guardianship and where our documents can be provided. It was stated that a death packet would be sent however as of today it was indicated that it was sent to the address on the account versus the public Guardians address that was provided to [redacted]. This is holding up the closing of this case.Desired Settlement: We need an individual where The legal paperwork can be sent and also to have the Death Packet request sent to [redacted] Public Guardians at [redacted], LV, NV [redacted].
Review: On 12/07/2014, fraudulent charges appeared on my account history. On 12/09/2014, Direct Express processed the charges and I disputed them! The charges are blatant, as they were made in Canada. I filed a police report days later. I received my dispute packet on 12/19/2014, and mailed it back that evening. The customer service is rude and confirms that I may not be refunded. Someone stole my SSI and customer service told me not to bother with contacting Social Security or a lawyer, because they can't help.Desired Settlement: I want a full refund to my debit card.
Review: I Have been trying to change my direct deposit of my va comp check since last may and get nowhere with the customer service reps, they take my information, and yet month after month it continues to go into the direct express account I want to close. please help!Desired Settlement: please contact them and see if they have a reason for this, I'm Guessing they dont want to lose money, but thats too bad, I dont want my check going there anymore
Review: I called Direct Express on 10/3/2014, to discuss the charges that had been billed by a vendor and needed to be refunded. I had been in contact with the vendor, who advised that she could stay on the phone with me and talk to Direct Express and let them know that the payment was double billed, so that Direct Express could release the money back into my accout. When the represeentative ([redacted]) answered, she heard the noise from the vendor's call center and asked in anyone was on the phone, I explained to her that, I was the card holder and that , I have them on the phone to verify their mistake. She continued to tell me that she could not speak to me with anyone on the phone, the vendor's rep asked if she could "disconnect" from the call, so that Direct Express could verify whatever info they needed then she would retun to the call and, let them know that I was double billed and that it would be fine, to release the funds back to me. The Direct Express rep stated this was not an acceptable solution and that she could not even speak to me directly. She placed me on hold and brought back, her supervisor ([redacted]), who stated that the call was being recorded and that she could not speak to me with them on the phone. The vendor took, my phone number and said that she would call me back later. Now, when [redacted] and I were on the phone, I expressed to her the reason for this representative being on the phone and what difference would it make, if I gave my permission. I then told her that since she was recording the conversation, so was I, because I wanted a valid reason why, they could not speak to me. She stated that since I was recording too, she was disconnecting the call.
Review: My debit/credit card that receives my daughters and my survivor benefits was compromised and they allowed over $2700 in fraudulent charges to be charged to my account. I receive these benefits because my husband committed suicide and they are what I use to SUPPORT my daughter. I have gone through their ridiculous process for filing a fraud claim and all they do is say "I am sorry we can not assist you until we receive back your paperwork" - I have submitted it and even OVERNIGHTED it to the processing center in San Antonio. I have made over 37 phone calls to try to remedy the situation and they will not tell me when they will refund my money. I've heard everything from 10-90 days which is NOT acceptable. It is VERY obvious that I did not make the charges and they are the ones who brought it to my attention.Desired Settlement: I WANT MY MONEY BACK SO I CAN PROVIDE FOR MY FAMILY - QUICKLY.
Review: I am very disappointed with the experience and low level of customer service at US DIRECT EXPRESS. I unfortunately lost my debit card and have had to jump through hurdles to get a new card. I was told to fax a copy of two forms of identification and my request would be processed in 3 business days. I went ahead and faxed a copy of my driver’s license and US passport. After 3 business days I called to find out if my request had been processed and I was told I also had to fax copies of my social security card and it would be an additional 3 days for processing. Meanwhile I have no access to my funds and no alternatives to relieve the issue. I expressed to several of your representatives my frustration and they coldly told me to take my money elsewhere if I wanted. I would if I could access my money! I asked to speak to a supervisor and apparently according to your representatives there is no management there. I find that a little hard to believe. I was initially misinformed about the necessary paperwork to process my request and after my 3rd attempt to fax the correct paperwork they will not process my request for a new debit card. I have been without money for weeks and I need this issue resolved ASAP. I understand having security measures for obtaining a new debit card but this has reached a level of absurdity. Please help me get my paperwork processed so I can access my money. I have faxed copies of social security card, driver’s license and passport on 3 occasions.Desired Settlement: The company has a responsibility to process my request and offer a high level of customer service.
Review: I had sent a [redacted] transaction this card and it was cancelled. When I called to find out when it would be refunded I was meet with complete rudeness, unprofessionalism and complete disrepect and they were extremely nasty. I am still waiting for my refund even though it has left me without food for almost three days. I was told 5 days even after [redacted] immediately refunded the money back within minutes. Then later I was told because of the amount $520 the had to receive a fax which was also done. I was told it doesn't matter I have to wait unitl it is done . My main complaint is the time it is taking and the complete and utter disrepect that I received from the personnel of this companyDesired Settlement: I want my money back and an apology for the rude and unprofessional behavior of the customer service
My card had been declined on several occasions despite having money in my account. Trying to get a hold of them to see what the problem was, was almost impossible. You keep getting rerouted by the automated answering service. When finally by chance I did get a hold of someone, she was extremely rude and unwilling to help. I couldn't get any answers to what was going on every time I asked a question she would get loud and agitated and eventually hung up on me. Trying to call back once again was impossible to get a hold of a person. Still now I have no idea whats going on.
Review: on 1-3-2014 we went to a [redacted] ATM that is located at [redacted]. The cash did not dispense out. [redacted] was not able to help us due to us not having an account with them and even though the ATM was thru [redacted], the ATM is services by an outside company. We then was told that we had to dispute thru Direct Express which we did. Direct Express stated they would send us a Dispute Form that needed to be filled out. But in the meantime, we checked the account and found that the money was there. So I was under the assumption that the issue had been resolved. We went to another ATM due to the problem withdrawing and Citizens does not charge a fee to withdraw. We then called Direct Express because we received a letter stating that they were reversing the credit because due to their investigation they could not find anything showing that the money was never received. Again we tried to explain the situation and they kept just brushing us off. So SSI deposited the funds again but Direct Express took the money back due to the reversal of the provisional credit. And since Direct Express got their money back, we tried to start the process again of getting the $483 which is owed to ME back. They refuse to talk to us, they representatives laugh at us when we try to explain which really causes a lot of frustration, and more frustration because the impression is that they think we took the money. Direct Express proceeded to tell us their is nothing they can do because the investigation is closed. Direct Express also told us that they we needed more proof???? What kind of proof can we give. The problem is they are investigating the wrong machine. [redacted] Bank branch is located at [redacted] and they also have ATM machines thru out the hospital. And since the ATM's are serviced by outside vendors there is nothing they can do. They keep INVESTIGATING THE WRONG MACHINE. DIRECT EXPRESS will not even give us a chance to explain which I don't understand since they got their money back but we still are out of our money. Direct Express is making us feel that we stole the money and the only way we can do anything about it is if we get video showing that I never received the money. Its unfair that they will not help us with the matter. We don't know what else to do.Desired Settlement: all I want is my $483 credited to my account. I want Direct Express to investigate this matter thoroughly and stop making people like a piece of dirt. I am somewhat smart and most people who receive SSI would not be able to handle the way Direct Express representatives talk to you. Especially the ones at the 2nd level tier as they call it.
Review: My father passed away january 3rd 2013, he had approximately $270.00 on his direct express [redacted]. They cancelled his card about a week after his death with the noney on it. I was told to send in a death certificate and a letter of probate, which I did. I have yet to recieve the check. I talked to someone 6 weeks ago and they stated that a check was issued on april 9th,2013. which I have never recieved so they stated to give them 2-3 weeks to clear up the problem and here I am 6 weaks later still waiting on a check.Desired Settlement: I want the money
Review: In June 2013, I requested that the Social Security Administration issue me a debit card for direct receipt of my SSD (disability) payments. They informed me that they would forward the information to Direct Express. I received a letter from the SSA on June 28 stating that my card had been sent to me and I should have it by July 3, in time for my July 3 disability payment. The card did not arrive. I waited until July 5, when I called the SSA to ask about the card. At that time, they advised me to call Direct Express about the matter. I called and the CS rep informed me that the card had been shipped--to my old address in PA. He offered to issue a new card. I verified the address with him three times. He stated that it could be sent via UPS Express and would arrive on OR BEFORE July 9. That card--and again, it was the second card these people issued--did not arrive. When I called to ask why, I was informed that it had been sent to the wrong state. They then offered to "refund" the express shipping fee and issue me a THIRD card, to be delivered no later than 7 pm on Thursday, July 11. Given that they had already made two mistakes, I was not comfortable letting it go at that so I asked for a tracking number. They refused to provide one, stating that they "don't get the tracking number until the day of delivery." This is a blatant lie--[redacted] issues tracking numbers the moment they are informed that a shipping label has been created--in other words, on the DAY OF SHIPPING. When I insisted that they provide me with a tracking number, they hung up on me. TWO supervisors hung up on me.
U S Direct Express Rating