My complaint:
Pulled up the site, two options for login, one with my first six account numbers, each with a circle
to click, choices choices…after literally hundreds of visits no problem choosing the picture of my card with the first four digits of my account . Link below for login has always taken me to a little box with my choice of names…click it and move to next click, a picture of a river…(my choice, years ago, and linked to the invisible password I’d set up for it) Click that box and go straight to the account. This happened four days ago…Whoops! No account page, last steps gone, instead a window.
(tried to load a screen shot but it didn’t work) Instead there are two statements, on green one black.
1 says:
If you use the mobile app, you must use that same mobile user ID and password to log into this website.
2 says:
For first time web portal users only – if you are new to this website and not a Direct Express mobile app user, you must create a new user ID and password for this website through the registration process below.
Below these statements is a large white box wth four options.
1, yellow box says: (fwiw, the below are exact copies of their statements)
For first time web portal users only – if you are new to this website and not a Direct Express mobile app user, you must create a new user ID and password for this website through the registration process below.
2, yellow box says:
Password
3: small white box say’s:
Remember Me
4, large grey box says:
Login
Underneath that you have:
Forgot Password and Forgot User ID
Below that?
New User? Register for an Account
I’m not a mobile user…first option is out.
I’m not a first time web portal user…2nd option is out.
My only option left is to hit the link that says ‘register for a new account.’
I already have an account, now I have to register for a brand new one?
Oh well, I hit the link to the next page, filled out new info.
Last 4 digits of card
CVV
Card expiration date? Box keeps filling in and incorrect date and there’s
nothing I can do to change it. This page is useless, so I take the option at
the bottom of it which says ‘Already have an account? Log in, I do have
an account, so I hit the button and it sends me back to start.
No where to go now but call.
I jump through those hoops 3 times, actually talk to three different people
about this issue and get this answer every time.
ok, I’m referring you to our special team and they’ll give you a call and take care of it.
No one ever called, no one left a message. Three days of no response I called one more time
and the dude told me the same thing, and I told him to kill the account…he said ok will do, but you
still have money in it and will have to call Social Security to get it back…
I said I assumed that Direct Express would would just cut me a check and mail it to me?
Wrong assumption, they don’t do that. Now my account is dead in the water, and I’ve found no way
that SSA going to go after these slugs.
Suggested solution:
Send me my check, fix they're portal and quit lying about their 'super fixit team that will call
and fix things.'
