My complaint:
I am making a complaint for my brother, against Direct Express;
My brother is a senior citizen, legally blind, was robbed of his Direct Express Card, and account cleaned out by the robber.
He made a dispute claim 12834818, and have been trying to get assistance with the money stolen from his Direct Express Card, replaced.
Having him wait on the phone, when he gets someone to help him, and be put on hold, while people who are assisting him uses their minutes to the maximum waiting on Customer Service to do what the recording says, is unfair!
No One ever came back to assist, which makes your customer services dysfunctional for your customers who are elderly with disabilities, who have been robbed!!!
Making him hold on line, while I use my minutes up, and get No Customer Service for him is inhuman, and another form of Abuse!
I am his sister, and We held the phone, waiting for a real person to talk to, and got a representative after about 14 minutes, initially;
Then; put on hold for another representative, and have been Holding, listening to jazz, recording repeating, remain on the line, please be patient representatives are busy assisting others, appreciating your patience waiting recordings for over an hour.
Suggested solution:
Direct Express should have representatives to assist the elderly, with disabilities who have been victims of identity thief, and have been robbed get their identity, and money stolen, returned!
Direct Express should provide assistance to their customers.
In other words, be a part of the answer, and not the problem.
