My complaint:
My brother’s social security funds was going into the Mastercard. I was his court appointed guardian. He died 01-28-2022. On that date I called Direct Exotess and was told once I was appointed administrator of his estate to fax copy of that and his death certificate to their fax number of 650-649-1942. After my appointment of administrator I called again and was told to fax information to same fax number. On 03-25-2022 I faxed the info. On 04-02022 I called to check status. Was told that they had no paperwork and that it should be sent to Estate Claims. They could not give me a fax number but did provide email. Spoke with supervisor, Amya. She was no help at all and advised that she didn’t know where my paperwork was at. She then told me to contact Social Security. Social Security has told me to contact Direct Express. It appears that Dorect Express is not wanting to give up the funds. I may have to turn this over to my attorney.
Suggested solution:
Send the balance of funds to my brother’s estate as requested.
