Complaints

This profile includes complaints for U.S. Direct Express's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  U.S. Direct Express

  9601 Amberglen Blvd Ste 200 Austin, TX 78729-1106

• 

  Direct Express

  PO Box 75000 Detroit, MI 48275-0001

• 

  U.S. Direct Express

  P.O. Box 69114 Harrisburg, PA 17106

• 

  Direct Express

  PO Box 540190 Omaha, NE 68154-0190

• 

  Direct Express

  PO Box 42911 Indianapolis, IN 46242-0911

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called a week ago because they locked my sons Social Security direct express card. I was told that they couldnt give me any information at the moment and that they would need documentation of my license sent through email. The lady told me it would take three days to hear something back through email. I sent my ID in, and I havent heard anything from anyone and the card is still locked. My child needs to be able to eat and pay for the things he needs being disabled , Im looking for a resolution to this. Theres no reason a card should be locked for weeks at a time.

  Business Response

  Date: 10/29/2025

  Dear Better Business Bureau,
  
  ************* is in receipt of the complaint submitted to your agency by ****** *******. They are concerned about a fraud suspension on their Direct Express account.
  
  On October 3, 2025, due to suspicious transactions observed, a fraud suspension was placed on Ms. ******** Direct Express card (ending in 6068). While we understand the frustration and inconvenience a fraud suspension can cause, please be advised it is completed for the safety and security of the account.
  
  On October 8, 2025, ********** contacted Direct Express as her card was not working, but she was unable to be authenticated during this call and was requested to send in identification. Her identification was received and approved on October *******, and the fraud suspension was removed from the account as she confirmed the recent transaction history. Ms. ******* informed our ************************* her concerns were resolved.
  
  Thank you for the opportunity to respond to this complaint. Please contact me directly if you have any questions regarding my response.
  
  Sincerely,
  **** ******
  Assistant Vice President
  Corporate Quality Complaints Analyst
  *********************
  ************
  

• Initial Complaint

  Date:10/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been trying to withdraw Social Security benefits for our elderly father and his account was suspended due to fraud. We called multiple times and keep getting the same answer, to send in ID SS card and birth certificate, and they keep saying the documents received are invalid send it again. It has been 3 months that our father has been without money he was evicted and now homeless. I spoke with a supervisor she said there is nothing she can do we will just have to send the documents again. They have 3 months of social security deposits in the account roughly about $3000.

  Business Response

  Date: 10/23/2025

  Dear Better Business Bureau,
  ************* is in receipt of the complaint submitted to your agency on behalf of a family member for ****** ********. This complaint does not appear to be related to any accounts on which they are an owner. As a result, and due to privacy laws, we are unable to share any information related to the account discussed in their complaint. However, please be advised that we will work directly with the account owner to attempt to resolve any issues they may have. Please contact me directly if you have any questions regarding my response.
  Sincerely,
  **** ******
  Assistant Vice President
  Corporate Quality Complaints Analyst
  *********************
  ************

• Initial Complaint

  Date:10/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed a replacement card to receive my Social Security benefits to pay my rent and storage. I called in mid August and it is now Mid October and I am about to lose what little I have because the storage facility will sell my stuff. Luckily my landlord understands, but this cannot go on forever. They requested that I verify my identity, I sent scanned copies of the front and back of my documents (SS card and Birth Certificate) I receive a conformation email that they have it, and then get an email that ask for the same documents that I already sent. This has happened 5 times already since August. I called multiple times, and when I get transferred to the identity validation line, no one ever picks up. I waited on hold for over 3 hours one time. I NEED MY BENEFITS and this company is doing everything in its power to make my life miserable. PLEASE HELP!!!!

  Business Response

  Date: 10/22/2025

  Dear Better Business Bureau,
  
  ************* is in receipt of the complaint submitted to your agency by ******* *******. They are concerned about their Direct Express account.
  
  On August 2, 2025, ********** contacted Direct Express to update their address and request a replacement card. During this call, Ms. ******* was unable to authenticate the account and was correctly informed she needed to send identification. Additionally, the Direct Express debit card was closed, and an alert was added to the account due to failed authentication. Between August 1 and October 10, 2025, Ms. ******* contacted Direct Express multiple times, and each time they were instructed to submit identification to authenticate the account. During this timeframe ********** submitted identification that was denied, as it was a screenshot, and not an original image. 
  
  On October 13, 2025, another identification submission was received from Ms. ******** and as this one met the requirements, it was approved. The next day, Ms. ******* contacted Direct Express and was able to authenticate the account. During this interaction, the address on the account was updated and a replacement card (ending in 0247) was sent via expedited delivery. The replacement card was received and activated on October 16, 2025.
  
  Finally, we apologize for the difficulties Ms. ******* had in reaching a customer service agent. If possible, we encourage cardholders to contact Direct Express during the early morning or late evening hours, as call volumes tend to be lower at these times.Additionally, please keep in mind that the highest call volumes will be at the beginning of every month.
  
  Thank you for the opportunity to respond to this complaint. Please contact me directly if you have any questions regarding my response.
  
  Sincerely,
  **** ******
  Assistant Vice President
  Corporate Quality Complaints Analyst
  *********************
  

• Initial Complaint

  Date:10/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not been able to make online purchases or pay my bills online with my Direct Express debit card since Oct 3rd, 2025. I call customer service on Mon. Oct 5th to find out what the problem was. The representative told me that I tried to make a purchase on ****** that they did not approve of, and to wait 48 hours to try again. I have waited the ************************************************ make purchases online. I have confirmed to them that it was me who tried to make the online purchase when I called. I need to buy groceries and pay my bills, and I do not think they have any right how I spend my own money.

  Business Response

  Date: 10/22/2025

  
  Dear Better Business Bureau,
  
  ************* is in receipt of the complaint submitted to your agency by ******* *********.They are concerned about their Direct Express account.
  
  On October ******, Mr. ********** Direct Express debit card was flagged as potentially compromised due to suspicious activity on the card. As a result of this, the card was limited to card present transactions only (all other transactions will be declined), and a replacement card (ending in 0720) was automatically issued.On October 8, 2025, Mr. ********* contacted Direct Express regarding the declined online transactions. Mr. ********* was advised the card was limited to card present transactions and to attempt an alternative method of payment until the replacement card was activated.
  
  A review of our records found Mr. ********** replacement card was activated on October *******. If he has any concerns with the replacement card, he can contact me directly if he has any questions regarding my response.
  
  Sincerely,
  **** ******
  Assistant Vice ********* Corporate Quality
  Complaints Analyst
  *********************
  ************
  

  Customer Answer

  Date: 10/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:08/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Direct Express, with no recourse, discussion, or ability to appeal, blocked my ability to use certain payment processors in conjunction with my card. I am unable to pay bills with ****** using this card, something that is vital for me as a disabled person. Their only advice was to tell me to "go to ******* and buy a prepaid card" with my debit card. They will not confirm is Mastercard is to blame or themselves, they only refuse to remove the lock without ANY reason for the punishment. This is deeply unfair as they should have no control or restriction as to how I pay my bills.

  Business Response

  Date: 09/15/2025

  Dear Better Business Bureau,
  
  ************* is in receipt of the complaint submitted to your agency by ****** ******. She is concerned about declined transactions on her Direct Express card.
  
  Between August 7 and August 29, 2025, Ms. ****** had multiple card declines from different merchants ******* and *********). While we can understand the frustration and inconvenience this causes, these declines were for the safety and security of Ms. ******* account due to fraud protection measures in place. We were able to confirm that no fraud suspension was placed on card account.
  
  The possibility of these declines is mentioned in the attached Direct Express Terms of Use (Terms of Use). Per Section IV of the Terms of Use, A Transaction may not be processed if:(c) we are uncertain whether you have authorized the Transaction
  
  On August 29, 2025, ********* spoke with a Direct Express agent. During this conversation, due to the declines, the agent suggested Ms. ****** to attempt an alternative method of payment. This was per procedure and the agent was simply trying to assist ********* to the best of their ability. If Ms. ****** has any further questions or concerns, she can contact me at the below contact information.
  
  Sincerely,
  ***** *****
  Corporate Quality Complaints Specialist
  *********************
  ************

• Initial Complaint

  Date:08/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  80 hours on hold with direct express to get my social security card figured out. Been calling for 2 weeks! No one answers the phone.

  Business Response

  Date: 09/10/2025

  Dear Better Business Bureau,

  
  ************* is in receipt of the complaint submitted to your agency by ***** **** Sr. He is concerned about his Direct Express debit card, and the difficulties he experienced in reaching a customer service representative by telephone.

  
  On August 20, 2025, a fraud suspension was placed on Mr.Halls account due to multiple insufficient fund attempts between August *******, and August 20, 2025.

  
  On August 28, 2025, Mr. **** contacted Direct Express twice to inquire on his card suspension, and he also made an inquiry about a replacement card. The Direct Express agent informed Mr. **** he did not need a replacement card due to the current card suspension. Mr. **** was authenticated during the second call, and the fraud suspension was removed. We did find an errors during these interactions in that the agents did not properly authenticate Mr. **** or assist him in reviewing his account transaction history.We apologize for these errors and the inconvenience it caused. Please be advised that we have handled this internally with all appropriate personnel. 

  
  Our review found that Mr. **** may have attempted to call Direct Express during a time of high call volumes, which contributed to their inability to speak to a live agent. Direct Express customer service representatives are available 24 hours a day, every day, but be advised that the highest call volumes are usually during the beginning of the month. If possible, we would recommend reaching out to a representative during the late evening or early morning hours to avoid the higher call volume times. Please encourage Mr. **** to contact the Direct Express ************************* (CAG) if he has questions or concerns. The representative will be happy to assist him. He can reach the ************************* (CAG) by telephone or email, at ************ or Email:*************************************************************.

  
  Sincerely,
  ***** *****
  Corporate Quality Complaints Specialist
  Comerica Incorporated
  ************

• Initial Complaint

  Date:08/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Direct Express policy and procedures for setting up an ACH transfer from debit card to bank are constantly denied. When I call to find out why, They are unable to provide me specifics so that i can make necessary corrections. instead, I'm told to resubmit what I have already even though it has been denied. Over the past month I have complied 11 times with resubmittals and have validated that the account and routing are in the mandatory PDF format with correct name and address clearly identified along with a JPEG photo of my legal and current state ID. Still the *** request to their ID teams gets denied. I have even gone to my bank to open up a new account specifically for this action and again, denied.Direct Express is a poor excuse for a financial institution as your money goes in but you cant get it out unless you buy in to going to ATM's and paying excessively high service fees to get cash. All I want to dio is to get all of my money off of direct express Debit and into a financial institution of my choosing so i can be done with them forever... They are the worst!

  Business Response

  Date: 09/08/2025

  Dear Better Business Bureau,
  
  ************* is in receipt of the complaint submitted to your agency by ***** ********. He is concerned about completing an ACH transfer, and the difficulties he experienced in reaching a customer service representative by telephone. 
  
  On July *******, Mr. ******** contacted Direct Express to request information on how to complete an ACH transfer. Mr. ******** was informed he needed to send in a picture identification (front and back), along with a bank letter or bank statement showing the cardholders name, address, account, and routing number.
  
  On July *******, ACH transfer documentation was received, but was denied, as the submitted identification was a scanned copy and not an original photo. Additionally, the bank statement was a screenshot and bank account was a joint bank account (which, per policy, is not eligible for ACH transfer approval).
  
  On August 1 through August 26, 2025, Mr. ******** contacted Direct Express multiple times regarding his ACH transfer request, and multiple agents reiterated the documentation requirements. ACH transfer documentation was received, and denied,multiple times during this timeframe for the same reasons. In response to a request from Mr. ********* our Cardholder ************** (***) reached out to Mr. ******** to provide an explanation for the denied ACH transfer request per Conduents policy. After this conversation, Mr. ******** re-submitted his documents, which were able to be approved on August 30, 2025.
  
  Thank you for the opportunity to respond to this complaint.Please contact me directly if you have any questions regarding my response.
  
  Sincerely,
  ***** *****
  Corporate Quality Complaints Specialist
  *********************
  ************

  Customer Answer

  Date: 09/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:08/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/4/2025 I contacted Direct Express about (2) transactions made without my knowledge or consent I requested to dispute said transactions made on 8/4/2025 . I was told documents would be sent and emailed to me to fill out and send back by email fax or postal mail to date I have not received documents and the wait time by phone has exceeded 1 hour hold times with disconnection happening out of nowhere

  Business Response

  Date: 09/12/2025

  Dear Better Business Bureau,
  
  I am in receipt of the complaint submitted to your agency by **** ******** who is concerned about her Direct Express card and speaking with a Direct Express **************** Representative.
  
  I have escalated her complaint to the Direct Express Cardholder **************. She will be contacted to assist her in resolving her card concerns. 
  
  Additionally, she can contact me if she has any questions, I would be happy to speak with her. 
  
  Sincerely,
  **** ******
  Corporate Quality Complaints Analyst
  *********************
  ************
  

• Initial Complaint

  Date:08/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  his old direct express lost in fire. they wont activate his new card even though we sent correct info. 3 times.they owe him 1600 dollars from sociaL security . that is his only income source.

  Business Response

  Date: 09/09/2025

  Dear Better Business Bureau,
  
  ************* is in receipt of the complaint submitted to your agency by ******* ********* He is concerned about a fraud suspension on his Direct Express card.
  
  On April 7, 2025, *********** contacted Direct Express to update the address on the account and request a new card. Two days later, due to the address change and new card issuance, a fraud suspension was placed on the account.
  
  Between April 9 and April 22, 2025, Mr. ******** contacted Direct Express but was unable to authenticate the account and was advised to send in valid identification documents. Multiple identification submissions were received, but were denied as they did not meet the requirements laid out to Mr. ********* Multiple attempts to contact Mr. ******** have been made by our ************************* to assist with the identification submission and removal of the fraud suspension. However, we have been unable to reach Mr. ********* and at the time of the response, the account remains fraud suspended.
  
  Thank you for the opportunity to respond to your complaint. Please contact me directly if you have any questions regarding my response.
  
  Sincerely,
  **** ******
  Assistant Vice President
  Corporate Quality Complaints Analyst
  Corporate Incorporated
  ************
  

  Business Response

  Date: 09/09/2025

  Dear Better Business Bureau,
  
  ************* is in receipt of the complaint submitted to your agency by ******* ********* He is concerned about a fraud suspension on his Direct Express card.
  
  On April 7, 2025, *********** contacted Direct Express to update the address on the account and request a new card. Two days later, due to the address change and new card issuance, a fraud suspension was placed on the account.
  
  Between April 9 and April 22, 2025, Mr. ******** contacted Direct Express but was unable to authenticate the account and was advised to send in valid identification documents. Multiple identification submissions were received, but were denied as they did not meet the requirements laid out to Mr. ********* Multiple attempts to contact Mr. ******** have been made by our ************************* to assist with the identification submission and removal of the fraud suspension. However, we have been unable to reach Mr. ********* and at the time of the response, the account remains fraud suspended.
  
  Thank you for the opportunity to respond to your complaint. Please contact me directly if you have any questions regarding my response.
  
  Sincerely,
  **** ******
  Assistant Vice President
  Corporate Quality Complaints Analyst
  Corporate Incorporated
  ************
  

• Initial Complaint

  Date:08/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use direct express to receive my government benefits. On or around June ******, I attempted to retrieve money from my account via ATM. I entered my PIN and was unable to retrieve my funds. I contacted Direct Express and was informed that there was suspected fraudulent charges and that my card was deactivated. Direct Express informed me that to access my account I needed to send in a picture of my unexpired id. Upon sending in the copy of my id, I was then instructed that I needed to send in another form of identification which included my social security card and my birth certificate to verify it was me. I was provided with and email to send the documentation to. From 6/3/2025-8/13/2025, I sent in the requested documentation 33 times both through email and fax only to be told that they are unable to verify who I am. I have asked if there is another way to verify my identity and was informed that this is the only way. I was asked if a code could be sent to my cell phone and informed that I could only use the number that is on file. I am at risk of losing my home and have been unable to pay bills because Direct Express states that they cannot verify who I am and my funds are being held by them. I just want my funds released or sent to my new financial institution.

  Business Response

  Date: 09/08/2025

  Dear Better Business Bureau,
  

  ************* is in receipt of the complaint submitted to your agency by ***** ******. He is concerned about a fraud suspension on his Direct Express card.
  On July *******, ***** ******* Direct Express card was flagged for unable to be authenticated. Fraud suspension placed on card ending in 0274 due to possible ATO.
  

  On July 28, 2025, through August 20, 2025, ***** ****** contacted Direct Express but was unable to authenticate the account and was advised to send in valid identification documents. ID submission was received multiple times, but it was denied as it was illegible and not originals.
  

  On August 25, 2025, ***** ****** contacted Direct Express and authenticated the account,confirmed the latest address and card issuance as authorized, and had the suspension removed to card ending 0274.
  

  Thank you for the opportunity to respond to your complaint.Please contact me directly if you have any questions regarding my response.
  

  Sincerely,
  

  **** ******
  Assistant Vice President
  Corporate Quality Complaints Analyst
  Corporate Incorporated
  ************