Winnie Murugi
Health and Beauty Expert

If you do not have a bank account and you are looking for a simple and convenient way to get your stimulus, the Direct Express card is a suitable option. It is the recommended method by the U.S Treasury Department for receiving federal benefits.

However, there have been Direct Express complaints that you need to be aware of before signing up. For instance, although there is a Direct Express customer service number to call for assistance with various issues, cardholders often do not get through to a representative. There are also numerous complaints about missing money and identity theft.

Below is an overview of the US Direct Express reviews and ratings on PissedConsumer.

Direct Express Q&A

Number of Direct Express Reviews – 2.9K

Direct Express rating* – 1.7⭐⭐

Claimed losses – $2.8M

Successful calls – 14%/22.7K

Resolved issues – 33

This article will answer in detail the top consumer questions to Direct Express.

1. What is Direct Express Card?

The Direct Express card is a debit MasterCard aimed at offering an easy and convenient way to receive federal benefits such as Veteran’s benefits, social security, and SSI. It is a great alternative for direct deposits.

What is a Direct Express card?

Anyone who qualifies for social security benefits is eligible for the card, and you do not need a bank account. According to the Direct Express website, it is easy to apply for a card. Call the toll-free Direct Express phone number for enrolment—1(800) 333-1795 or visit a local paying federal agency near you.

How to sign up for a Direct Express card?

The card functions like a regular debit or credit card. It can also be used to make a wide range of payments, including at grocery stores, drug stores and pharmacies, gas stations, restaurants, doctor’s offices, department stores, etc. You get cash back when you purchase with the card at various stores. You can also use the card to withdraw money from an ATM.

How Direct Express card works

However, there are key differences between a Direct Express card and regular debit and credit cards. Unlike a credit card, you cannot use it to get a loan, and it does not charge interest on the money spent. It differs from a debit card in that you cannot add money. Funds are limited to your federal benefits deposited on the card.

Although the card is aimed to provide a safe and easy way of receiving federal benefits electronically, Direct Express reviews on PissedConsumer indicate otherwise. There are numerous complaints about being hacked, missing money, unexplainable holds, unauthorized charges, identity theft, and many more. Yet, when cardholders contact Direct Express, they do not always get the much-needed assistance.

For example, in Direct Express review #1649967, the customer complained that money was stolen from their account. They could not get through to the Direct Express customer service team to sort the issue out or get a refund. They were put on hold for 3 hours and kept being transferred before eventually being cut off.

Direct Express - Liars and a fraud card company do not trust this company they will steal you blind.

2. What Bank Is Associated with Direct Express?

According to a footnote on the Direct Express website, the debit card is issued by Comerica Bank and licensed by MasterCard.

 What bank is associated with Direct Express

This is further confirmed on the U.S. Department of the Treasury website. In a press release, it was noted that the U.S Department of the Treasury’s Bureau of the Fiscal Service announced Comerica Bank as the official agent for the Direct Express prepaid debit card program.

Financial agent for Direct Express

3. How Long Does It Take to Get a Direct Express Card in the Mail?

Consumer review #3744422 indicates that, at times, cards take much longer than expected to arrive.

Direct Express review

We checked the Direct Express website to confirm how long the cards take to be delivered. There was no indication of how long the delivery of new Direct Express cards takes. However, the Direct Express customer service FAQs section notes that replacement cards take 7 to 10 days to arrive via standard mail.

If your card is taking too long, call Direct Express to follow up. Once you receive your card, call the Direct Express contact number on the card to have it activated.

4. Does Direct Express Card Have a Routing Number?

If you are considering adding money to your card or using it to receive payments, you may be looking for your Direct Express routing number. You might try to call the Direct Express customer service number to request it. However, chances are you will find out there is none associated with your Direct Express card number.

Comerica Bank does not provide cardholders with Direct Express routing numbers. This is because Direct Express cards are not meant to be used to receive external payments other than federal benefits. Also, your Direct Express card number is not linked to a bank account, so it cannot be used as a checking account.

5. How Do I Contact Direct Express Customer Service?

The main way to contact Direct Express is via phone. A toll-free Direct Express customer service number is provided throughout the FAQs section on their website. Customers can call it to enroll or close their card. It is open between 8.00 a.m. and 6.00 p.m. CST from Monday to Friday.

  • Toll-Free Direct Express contact number: 1(800) 333-1795

The website FAQs mention another Direct Express phone number at the back of each card. You can call Direct Express for assistance with issues about your card, e.g., balance inquiries, PIN changes, reporting lost or stolen cards, transaction, and card usage queries, and international usage.

Other phone numbers are provided on the contact page, including a customer service number, a number for the hearing impaired, and an international number.

  • Direct Express customer service number: 1-888-741-1115
  • Hearing-impaired Direct Express phone number: 1-866-569-0447
  • International Direct Express contact number:1-765-778-6290

Another alternative for contacting Direct Express customer service is sending a mail to the following address:

Direct Express®, Payment Processing Services.
P.O. Box 245998
San Antonio, TX
78224-5998

There is no email address or live chat option for contacting customer service.

Direct Express contact information

Direct Express complaints on PissedConsumer.com evidence poor customer service. Some customers complain they do not get through when calling the company. Sometimes, the call goes through, but the Direct Express customer service representatives are not helpful.

For example, in several Direct Express reviews, i.e., #3739975 consumers said that every time they called the customer service phone number, they were notified of high call volume and hung up. They have not been able to get through to a customer service representative.

Direct Express customer review

6. What ATMs Are Free for Direct Express?

Typically, you would be charged for your ATM transactions with your Direct Express card according to the ATM owner’s specifications. However, there is a network of over 75,000 surcharge-free ATMs across the US where you are not charged for your Direct Express ATM transactions. The ATMs have either of the following badges—Comerica Bank, Charter One, Alliance One, PNC Bank, Money Pass, MasterCard ATM Alliance, and Privileged Status.

What ATMs are free for Direct Express?

You can find the surcharge-free ATM using the Direct Express ATM locator on their website.

Simply input your state and zip code in the field provided, then click on “View More Options”. On the features, choose “Optional” and then click on “Surcharge-Free Alliance”. Choose “All Surcharge Free” and click on “Find” to initiate your search. You do not need a Direct Express routing number to transact at the surcharge-free ATMs.

Nearest ATMs

7. How Do I Get Emergency Cash from Direct Express?

The company does not offer emergency cash. According to their website, you can only access the federal benefits paid to the card. You cannot overdraw your U.S. Direct Express card or get a loan.

The US Direct Express card enables beneficiaries to receive their benefits electronically rather than through a direct deposit. It is convenient because you can withdraw money from anywhere through the ATM. Or, you can use your card to shop and pay bills like you would a debit or credit card. Anyone receiving federal benefits is eligible for a Direct Express card as there is no credit checks or minimum balance requirement.

However, Direct Express reviews indicate that the card is not reliable. In some cases, the card takes too long to be delivered to the applicant’s email. There are numerous Direct Express complaints about identity theft and stolen money. Furthermore, Direct Express customer service is difficult to reach. Cardholders often complain about being put on hold for several hours and then being hung up on or transferred without receiving help.

What has been your experience with the US Direct Express card? Leave a review on Pissedconsumer.com.

*Disclaimer: Ranking and statistics are based on our users’ review texts and Pissed Consumer posters’ reviews. Also, a company’s rating is calculated using a mathematical algorithm that evaluates the information in the profile, including users’ rating, the number of resolved issues, the number of company’s responses, etc. The algorithm is subject to change in the future.

Winnie Murugi
Health and Beauty Expert

Winnie is a freelance writer and B2C content expert who specializes in health and beauty, cafes and restaurants, fitness products buyer guides and researches. She has been working with international clients since 2012.

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